Reply to Ms Maura Thomas

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  • Updated 5 years ago
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Firstly my name is not 'Xeder', dear Ms. Maura.

I am afraid if the client did not click on the 'Renew' button sent in a reminder email, then it is very clear that there was no intention to renew so i do not but your argument. The other thing is I find that the deliberate need to replace a payment method in order to delete a payment method is quite obviously a fishy method of creating barriers to close an account. Similarly, under profile you have an 'account' sub tab that leads to nowhere as it does not allow deletion of account. My experience was that you had to spend some time getting to Support email (which again seems to be hidden) and then send an email and then, a email link for termination of account is sent. I am not upset about Yola per se. I agree totally that it is a great website with fair pricing for any small business wanting a website presence, but I am upset that my Credit Card was taken advantage of. Unfortunately, I had an agreement with that Credit Card not to use anymore credit after a balance transfer for some special offer in 2012. My initial sign up with Yola was in 2011. Now by doing this unauthorized deduction in 2012 and 2013, Yola has jeopardize my special offer. I have send in application to my bank to dispute the charges and I would like that you help refund me asap, and reach a cordial closure. You can't simply say '...happy to cancel your subscription,' with NO further mention of the money you took without permission! Again, avoiding the issue. This is not satisfactory. I am sorry to bring this up. Thanks
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Xedar T

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  • frustrated

Posted 5 years ago

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Stefan, Official Rep

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Hello Xedar

I'm sorry for the confusions about your name, I can see that in your e-mail conversations you provide another name ("Zedar"). It looks like your post above refers to a conversation with my colleague whose name is not Maura, but Laura, however I can't seem to find that conversation, neither on this forum nor in our e-mail system.

I'm very sorry to hear about the trouble you're having with our renewal and payment system. I've brought this to our Payment specialists' attention, and Jackie will be in touch with you via e-mail soon. Please allow a couple of hours for this to happen as we will need to investigate on the details of your case.

I hope for your understanding that we cannot process account-related cases on our public Support Forum. I'd therefore like to ask you to follow up with us on this matter via e-mail only. Thank you for your cooperation, and I'm sure we'll be able to assist you with your request to your satisfaction.