Get out of my bank account

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  • Question
  • Updated 6 years ago
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you have taken two amounts out of my bank account 1 for £9.83 and another for £6.54 I have no email notifications to go with these payments
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Stephen Johnson

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  • confused and frustrated

Posted 6 years ago

  • 1
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Laura Thomas, Social Media Coordinator

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Hi Stephen,

Yola will never charge you for anything without your consent. I have reviewed your account and see that you do have auto-renew enabled for your Yola Bronze account as wel as for your domains: mylittledevil.co.uk and myswaps.biz.

When you purchase a Yola product, you are opted-in for auto-renewal. The auto-renewal terms and conditions are provided in the checkout screen, for your reference.

That said you should have received email notifications prior to your auto renewal to the account email address we have on file. Can you please take a look at your junk or SPAM mail filter and let us know if they were routed there? If they were not we're happy to investigate further.

If you would prefer not to auto-renew your package or domains you can opt-out anytime after you have completed your purchase. This means that when your product is near expiry you will receive an email notification and you can renew it manually. Please note that if you do not renew your package or domain in time, your service will be interrupted and your custom domain will expire. This means that visitors will no longer be able to access your website.

To opt-out of auto-renewal for your Yola subscription, follow these steps:

Log in to My Yola.
Click on “Account”, in the left-hand menu.
In your Account Information, click on "Cancel auto-renewal".
Confirm that you would like to turn off auto-renewal.
Auto-renewal for your Yola Silver subscription will be canceled.

To opt-out of auto-renewal for your domain, follow these steps:

Log in to My Yola.
Click on “Domains” in the left-hand menu.
Under the “Status” heading your auto-renewal status will be indicated.
To turn off auto-renewal, click cancel and confirm that you would like to turn off auto-renewal.
Auto-renewal for your domain will be canceled.

I hope this helps. Please let me know if you need any further assistance.
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Stephen Johnson

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been writing on here and it all keeps dissappearing???
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Laura Thomas, Social Media Coordinator

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Hi Stephen,

Are you referring to all the posts below this one or are you still missing some? I replied at the bottom of this thread and you messages seem to be coming through fine.
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Stephen Johnson

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thank you for your prompt responce, I renewed my bronze account on 8th august and Myswaps.biz is due for renewal on 29th August. I can't find notifications relevant to the 2 amounts just taken from my account. I would appreciate if you could investigate these transactions further. mylittledevil.co.uk is not due for renewal until jan 2013

many thanks steve
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Stephen Johnson

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just got your message
thank you
steve
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Stephen Johnson

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just found a renewal email for myswaps.biz for $14.95 and reading through the renewal for the bronze account i noticed that this will be taken 14 days before renewal to guarantee uninterrupted service so I presume that is the £9.83. This just leaves a payment of £6.54 unaccounted for
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Stephen Johnson

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i sent a reply last night ? it has vanished, i think this is a bit too involved, click on an emotion, how do you feel? Currently a bit fed up I am trying to sort out what appears to be a payment error and i am not really talking to anybody, just trying to make a post.So you have taken a payment of $9.95 ref 227 2432626000 from my bank account, if you cannot tell me what this is for I shall have to recall the payment from my bank
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Stephen Johnson

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wow an email has just appeared dated 29th august, that is next weekend with $19.95 for my site renewal and $9.95 for my privacy showing on it, it would be so much easier if i could go into my yola, account, statement and see a list of my transactions. also on the email for site registration renewal there is no mention of the 14 days in advance
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Stephen Johnson

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last years receipt 29 aug 2011, don't know where it came from but it clearly stated $9.95 per annum for myswaps privacy, cannot find anything about that on recent emails
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Stephen Johnson

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have got the details for the transaction i cannot tie in with anything
amount $9.95
transaction number 227 2432626000
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Stephen Johnson

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it would be good if you went on to my yola, clicked account and were given a statement option which showed a list of payments made to your account
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Stephen Johnson

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eventually
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Laura Thomas, Social Media Coordinator

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Hi Stephen,

Our payments team was investigating the emails we sent to notify you of the upcoming charges but I see we had not yet detailed the charges you asked about. I apologize for that oversight. It looks like you have cobbled it all together and I believe the cause for confusion is that your domain renewal and domain privacy for myswaps.biz were separate charges. Your point about a statement you can view in your MyYola account is well taken. I will log that as a feature request.

Here's a summary of your payments for this month:

Payment Description: Renew myswaps.biz for 1 year
Cost: 14.95 USD
Transaction Date: 2012-08-14 10:01:32

Payment Description: Registration information privacy for myswaps.biz for 1 year
Cost: 9.95 USD
Transaction Date: 2012-08-14 10:01:15

Payment For: Bronze Bundle Renewal for 1 year
Cost: 23.00 USD
Transaction Date: 2012-08-08 12:45:06

Also, our records indicate that we sent these auto renewal email reminders to you:

Domain Renewal Notification Sent: 7-30-2012
Domain Auto Renewal Notification Sent: 8-06-2012
Bronze Renewal Notification Sent: 7-30-2012

Please let us know if you have any further questions or concerns regarding your billing or payments.
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Stephen Johnson

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thanks for your time laura, as i mentioned before the taking of payments 14 days in advance only appears to have been mentioned in the bronze package renewl notice,which i overlooked because i renewed it manually, because my payment card had run out. on the renewal notice there was no mention of the privacy charge which i had forgotten all aboutso having 2 amounts come out at 1 time was very puzzling. and yes as you say I did manage to put it all together to my satisfaction, bit annoyed with the bank as well here because in the branch they were able to give me the US dollars amount but I couldn't get this amount online
thanks again very happy now steve
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Laura Thomas, Social Media Coordinator

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I'm glad we were able to get it sorted out. I have passed your suggestions for improved visibility and notification so I hope that you'll find it much clearer next time you are up for renewals!
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Stephen Johnson

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thanks again steve