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Cancelling Customer Accounts

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Mike Cunsolo

20 Oct, 2014 05:16 PM

Hi,

We have had a really bad day today because your system has taken it upon itself to start cancelling customer accounts. If the card has expired a month previous it automatically cancels the account and does not notify us!

I'm pretty pissed off.

Mike

1. 1 Posted by Jess Pendley on 20 Oct, 2014 05:18 PM

   

   Hi Mike --

   I'm sorry for your frustration.

   Would you mind providing me with links to a few of the cancelled customers?

   Thanks!

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2. 2 Posted by Mike Cunsolo on 20 Oct, 2014 05:40 PM

   

   Hi Jess,

   One example is www.frankandoak.com.

   It looks like their account has been deleted as their card has expired.

   Their id is u78212f243

   It took about three or four sites down today but it did so without sending
   any notifications?

   Thanks,
   Mike

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3. 3 Posted by Jess Pendley on 20 Oct, 2014 06:38 PM

   

   Hi Mike --

   We don't have any records of any credit card expiring soon emails being sent in the past, but I can see that it's on now. Did you activate that recently?

   Thanks!

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4. 4 Posted by Mike Cunsolo on 20 Oct, 2014 06:48 PM

   

   Hi Jess,

   Yeah I did. It took me a while to realise why it was happening. It's kind of odd though.

   We've been using CG for a good few months and never had this issue and then we've had three accounts all cancel because of the same reason in 24hrs.

   I think it's actually more of an issue at our end as opposed to something CG has done tbh. We probably need to put a check in place so accounts don't get wiped from our system if they get cancelled at your end.

   Thanks for looking init it for me anyway.

   Mike

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5. 5 Posted by Jess Pendley on 20 Oct, 2014 06:50 PM

   

   Hi Mike --

   No problem. Just let me know if you need anything else.

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6. Jess Pendley closed this discussion on 20 Oct, 2014 06:50 PM.