Refund process very frustratingly slow!

  • 1
  • Problem
  • Updated 5 years ago
  • In Progress
I purchased a Gold bundle a few days ago and found out a few minutes later that it doesn't even include a domain name - you have to buy it separately! I felt the wording on the Ads were misleading and should be reviewed. Anyway, I followed the instructions on the site on how to cancel - filled in a form on the "Contact Us" page, 24hrs later still no answer; filled in the form again and finally an answer but only to say my case was passed on to their Payments Department and would be contacted within 24hrs. 24hrs gone and still nothing, so I sent an email to the "Team Lead" who replied to my second form and not a word back. What else do I have to do to get my money back??? You took my payment in just one click, why can't the refund go as smooth?!
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hmcariad

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  • frustrated

Posted 5 years ago

  • 1
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Gop

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hello hmcariad,

The CS staff are all on a Christmas break at this time. The urgent responders are remote and down to minimum numbers.

I am sure that your refund will be processed as soon as the staff are back on duty. It really is one of the Yola hallmarks to follow up on these issues quickly and painlessly.

I don't know when the break ends for Yola as there was no announcement that I could see.
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hmcariad

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thanks gop. the Contact Us form said they'll answer within 24 hours. should have been edited to 48hrs? or 4 days? or maybe even after the Christmas break?? :(
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jeremy, Employee

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Hi Hmcariad,

I remember your ticket... I have brought it up with the payments team and they will be dealing with it shortly.

If you need any further assistance, please let me know and I will follow it up again for you.

Apologies for the delay.
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hmcariad

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Hi Jeremy,

Happy New Year! Received a reply from Josephine on Dec 29 and she can't even locate the transaction so had to send her the yola receipt to look it up. Not a word back until now. I do understand it was a holiday weekend so I hope to hear something about it very soon, hopefully tomorrow? Thanks.
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jeremy, Employee

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Thanks for getting back to us. I will follow up with Josephine today.