As the title suggests, we requested support to adjust our subscirption (basically going to the basic free and have the unsed yearly subscirption of the business plan reimbersed). Support Heather said she has to do an upgrade to the business advanced and then a downgrade us back to baisc free that way the refund of our remianing 10 months subscription would be triggered. During our call we paid a 444 CAD upgrade fee and she later downgraded us to the basic free. She said we should be expecting a refund of both the 444CAD and unused Business standard suscription refunded (about 10 months worth). We got the 444CAD back and never received the other portion of the refund. (created MULTIPLE tickets, and it was impossible to reach out to a live agent. Upon checking this afternoon just discovered that the tickets are closed with no comments.)
As COVID persists, we totally understand it would be hard to connect to a live agent right away but a comment about my closed tickets would be appreciated.
And while we undertsand it is a case-by-case scenario when it comes to subscription adjustments, (though we do have an undertstandable resaon to request the adjustment hence why the support team offered the refund in the first place), we were explicitly told and instructed by the support person to go about the adjustment in the above way and was reassured that we will get the refund. Now we are left with no refund and we are stuck on the basic free subscirption. Where did our $$ go? Without the refund we are basically "paying" to use the Basic free which should be free for all anyways?