topic Re: Contract renewal not processing and was over charged in My Account/Billing

Contract renewal not processing and was over charged

Chris-L — Tue, 20 May 2025 16:52:38 GMT

Hi,

I renewed my contract on 13/04 and received an email confirming "From 14/04/2025, your monthly subscription will be £26.99 per month". My previous contract did not end until 17th April 2025. I was then charged £62.44 on 29/04.

If I log into my account it still says "Please wait for us to process your recent change, upgrade or renewal before making another change."

Can someone fix the contract price and refund the difference?

Thanks

Re: Contract renewal not processing and was over charged

Gandalf — Wed, 21 May 2025 10:23:17 GMT

Hey,

Sorry to see what has happened.

I've sorted this (You'll get a separate email with more details)

If there's any further issues, please let us know.

Re: Contract renewal not processing and was over charged

Broadforum_3002 — Wed, 21 May 2025 10:35:32 GMT

We have had the same problem since end of March, although we are not being billed. I am intrigued to know why our problem is still outstanding. Can any admin person advise?

Re: Contract renewal not processing and was over charged

Gandalf — Wed, 21 May 2025 10:49:31 GMT

Hey, sorry I can't fix this due to the nature of the error, but we're very aware and will be fixing it as soon as possible. All I can suggest is to hang tight for now. You'll be the first to know when it's sorted.

Re: Contract renewal not processing and was over charged

Broadforum_3002 — Wed, 21 May 2025 10:57:53 GMT

Thank you @Gandalf, we do have our own post that @Tina11192 has been helping with but no updates have been forthcoming for over a week.

Can you advise which team is dealing with our problem, as when we call customer services we get different answers regarding who is looking at it.