Why is Premium support taking time to get back to me?

[dfbenko]

I received an email on 1/15 that my free premium trial subscription would expire and my credit card would be charged for a premium subscription if I didn't cancel it.  I went to the website and signed in to cancel and it didn't work for some reason.  I've reached out via chat and phone several times and have been told that it has been "escalated" to the premium services team and haven't heard anything from that team.  My card has now been charged and I'm upset.  It's been weeks and every time I call to get a status the response is they don't know, it's been escalated to the premium services team and there's nothing they can do but leave a note in the file.  Absolutely ridiculous.  I just want to cancel, why is this so complicated?

Moderator Edit: Clarified subject

[olivia010]

Wow that's crazy! I contacted support last Tuesday about my subscription not showing up on my account. The live chat agent said that they would email me about it. No email in almost a week, so I went to go start another live chat to see what was going on, and apparently the live chat is down. I just want to know where in the world my money went, is that too much to ask??

[crosbiem]

I'm in the same boat!! I had originally signed up for the monthly subscription when I started my trial, decided I liked it enough to do the yearly instead so as per directions on the forums here I cancelled before my subscription ended to avoid being charged. The day after my trial ended there was still no option to change my membership so I went to the website here and bought the yearly premium membership and of course it hasn't activated. I've contacted support via the live chat now twice over about 2 weeks and they said they have to escalate it up to the premium subscriptions department and to look out for an email. I've received nothing! I also went to go use the live chat again today (for the third time!) and it's down. I'm getting really frustrated with this, I just want the subscription I paid for to be activated (and hopefully it starts from the day they finally activate it and NOT when I ordered it - which was two weeks ago!). I know it's not the agents on the live chats fault, they've been lovely, but I'm getting really frustrated by this!! 

[LizzyFitbit]

Hi @dfbenko and @crosbiem. Welcome to the Community Forums. @olivia010, it's good to see you around.

Thanks for your efforts while contacting our Support team . Due to recent events affecting our operations there might be a delay in their reply. However, I understand where you're coming from about not receiving an update from them and I'm sorry for this inconvenience. While I don't have access to your cases, I've contacted our team and I was told that your cases are under review. They're investigating your inquiries and will get in touch with you soon via email. Your patience is appreciated and be sure that your feedback hasn't gone unnoticed.

See you around.

[olivia010]

So after waiting another week after @LizzyFitbit said that support would reach out to me and them not doing so, I started another live chat today. Shortly after I ended the chat (with a person that actually took the time to review my case instead of shoving it off to the email team after 1 min) they did finally reach out to me via email.  Fingers crossed I get this resolved soon. I wish y’all luck with your cases if they haven’t been resolved yet 🙂

[crosbiem]

That's great to hear @olivia010! I still haven't heard anything back yet!! 😞

[LizzyFitbit]

Hi @olivia010 and @crosbiem, it's good to see you again.

@olivia010, thanks for keeping me posted and trying to contact our team one more time. I'm glad you've received help and please follow up with your email case should you have any further questions.

@crosbiem, I'm sorry that you've not received a response from our team yet. Please note that due to recent events affecting our operations there might be a delay in their reply, but be sure that your case is on good hands and they'll get in touch with you soon.

See you around.