How can I get my emails looked at and responded to in a timely manner?
Im awaiting a refund of over $11000 since March - 4 months later despite saying its been resolved I am no further forwards. My tickets get closed after providing information, it takes days and days to get any email support. Emily was the customer service person dealing with this.
I have now paid twice for a yearly service.
#990917
Hey @Laura_Doxford, thank you for reached out!
I was able to locate 3 of your support tickets you’ve submitted yesterday and support. We’ve escalated this internally to the support team and someone from support should be in touch with you soon.
Our support team usually takes up to 24 hours to reply back to emails - tends to be quicker than that in normal circumstances. However, please be aware that we are facing increased contact volume that’s why there is an delay.
Appreciate your patience in the meantime.
Hi @Gayani_S
I still haven’t received any update from support or billing as to the refund and when this will happen?
Hey @Laura_Doxford, I took a look at your ticket and I saw that our support advisor is processing it currently. As I’ve mentioned before we are facing increased contact volume at the moment that’s why there is a delay. But your ticket will be processed asap.
Thank you for your understanding and patience as we work towards solving your issue.
Hi @Gayani_S
I am getting different conflicting responses, ive provided every bit of information again and again and not had any communication for nearly two days now, please can you provide me with confirmation of a refund today, its been months.
Thank you
Hey @Laura_Doxford, thank you again for reaching out! I do understand your frustration and I hope to see that this gets resolved asap. Please be assured that our managers are working in resolving this issue for you. I’ve escalated this internally and forwarded your feedback to them. They’ll be in touch with you soon.
Thank you for your patience in the meantime.
Hi @Gayani_S
Still no resolution - i’m told its in progress day after day - there is simply no excuse now.
I need this escalating to a manager - please provide me their contact details?
Thanks
Hey @Laura_Doxford, I took a look at your ticket and your ticket has been escalated to the manager and you received a response. Please take a look when you have a moment.
Thanks,
Gayani
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