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CabellFRNNetwork
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Edit this Post   Billing issues without a response Reply to this Post
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Subscription activation - duplicate charges - follow up 3-13-17

Email submitted in the online form was submitted successfully.
Ticket #15594 has been created for your issue.
Below is the text from that email

Billing issue - I have been sending email follow ups to support@localendar.com on 4 occasions regarding a duplicate charge payment that needs refunded and have never received a response.

Communication began December 28, 2016 regarding a duplicated payment.

How do I communicate with you?
[Mar 23, 2017, 3:29:20 PM] [73.31.240.228] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
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support@localendar.com is not monitored. You should receive an auto-reply to that effect (check spam folder)? Public email addresses simply receive too much spam for us to filter & respond.

The preferred method are the forums, or the Contact Us link at the bottom of all pages (for billing or other requests that may contain private information)

I see a ticket from 2015 with that ID (15594) but nothing for 2016/2017. How did you create the email to localendar? I am concerned b/c that public email address should not be shown anywhere on the site anymore. Do you have an old bookmark perhaps?

In any case, I see you have 2 active subscriptions, both created on the same date/time. I will cancel the duplicate one and issue a refund.
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Marc Higgins
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[Mar 31, 2017, 3:51:57 PM] [69.126.188.75] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
CabellFRNNetwork
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EMAILING:
1) Sent: Monday, March 13, 2017 - not 2015???
I did use the contact us through the Email form submitted online because it was a billing question. I copied the message from the screen and it said....
The form was submitted successfully. Ticket #15594 has been created for your issue.

But I didn't get a response and I included my contact info.
>> How should I have gotten a response?

Also followed up and sent another email to the support email too. There was never a "this email is not monitored" message back. There were 2 emails - a Yahoo and a Support email - so I used the Support one.

Below is the contact info listed....
[u]It is in your contact information through PayPal. So this email would only be known by paying customers.
Business Contact Information

Email: support@localendar.com
Item Name: Premium Webmaster
Item Number: 1234567890
Subscription Funding Source: Subscription Funding Source: eCheck

2) Today I did received 2 emails - one cancelling the duplicate and one from PayPal saying it went back to the PayPal account and not eCheck.
> Is that the way it should have worked?
It says to ask the merchant if you have any questions and again gave the support email...
Merchant information
localendar.com
support@localendar.com


3) Is the annual fee an automatic billing process?
or does it have to be activated through PayPal?
I am trying to figure out what happened to cause the duplication in the first place. I had to resort to the forum when I saw other people posted about billing. However, I do not feel that a support forum is the place to discuss business and billing info. I will send an email listed in the PayPal business info with my contact info.
Thanks!
Debbie
[Apr 1, 2017, 1:16:50 AM] [73.31.240.228] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
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From what I saw in Paypal, it looks like a second subscription was created on the account by someone (we cannot created subscriptions - it had to be someone with your Paypal id). Typically, this can happen if someone doesn't understand the subscription will auto-renew, so they create another.

When we refund a subscription with Paypal, we have no control over how they return the money. I am not sure how they decide to direct money to your account (it probably has some bearing on how the payment was received)

Regarding how Paypal gives you an email and doesn't direct you to the correct method (our contact form):
Because of a variety of issues we had concerning confusing settings like this that we could not customize, in Feb 2016, we switched our payment processor to Stripe.com. At the same time, we also increased the pricing on 2 subscriptions and eliminated a legacy option for new users.

Because you were a localendar member before this date, you remain grandfathered under the older pricing. But this also means your account is still managed/maintained through Paypal.

For future reference, please use the Contact Us link in the footer of our site and not the support@localendar.com email address.
----------------------------------------
Marc Higgins
Support Associate, localendar.com
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[Apr 3, 2017, 2:01:34 AM] [69.126.188.75] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
tdedu
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Same problem. Why are you double billing? Also, forums are not the place to discuss billing issues.
[May 3, 2017, 1:34:37 PM] [173.2.82.11] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
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Same problem. Why are you double billing? Also, forums are not the place to discuss billing issues.


Which is why there is a "Contact Us" link at the bottom of all our pages smile

We do not - and cannot- double-bill, because we do not handle billing. It is managed via PayPal or Stripe. This is always caused by someone who subscribes a calendar more than once (since subscriptions auto-renew). I will check your account and make the necessary adjustments.
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Marc Higgins
Support Associate, localendar.com
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[May 3, 2017, 10:53:53 PM] [69.126.188.75] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
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tdedu,

I only see 1 charge from Paypal in the past 90 days on 4/6/2017
I do not see that you have any other accounts on localendar with the same email used on the tdedu account.

If you see other charges related to localendar, please open a support ticket (per instructions in my previous post) and provide the dates and charge amounts.
----------------------------------------
Marc Higgins
Support Associate, localendar.com
Follow us on Twitter! http://www.twitter.com/localendar_news
[May 3, 2017, 11:14:59 PM] [69.126.188.75] Show Post Printable Version [Link] Report threatening post: please login first  Go to top 
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