Subscription renewal demands without ANY prior notice. Yola your approach to billing really stinks!

  • 1
  • Problem
  • Updated 6 years ago
  • Acknowledged
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

Yola I've received an email from you demanding that I renew my silver subscription NOW or lose my benefits. No prior notices or anything. Simply pay up now. I have now sent a total of seven emails on this matter to support@yola.com which you have ignored. If I treat my customers the way you treat yours I would have gone out of business a long time ago. Is there a problem with you billing system, or couldn't you be bothered to send out prior notices anymore as plain old good matters would require?
Photo of Corne Scheepers

Corne Scheepers

  • 6 Posts
  • 0 Reply Likes
  • extremely pissed off

Posted 6 years ago

  • 1
Photo of Monique

Monique, VP of Customer Support

  • 6294 Posts
  • 446 Reply Likes
Hi Corne

You have sent us a large number of emails within the last hour and we are not ignoring them. We are in the process of responding and the rate at which you are sending them is slowing things down. I do understand that you have sent a lot of emails because you want to resolve things, and we will work with you to do that.

You will receive an email response from our payments department shortly to answer any billing queries you may have. If anything has gone wrong they will be happy to rectify it.
Photo of Corne Scheepers

Corne Scheepers

  • 6 Posts
  • 0 Reply Likes
And you can expect more emails from me if you continue treating me the way you are. My first email regarding this matter was sent to you on 30 August. Hasn't anyone been at the office since then? Why do I need to go to these lenghts to get service out of you? Shape up Yola.
(Edited)
Photo of Monique

Monique, VP of Customer Support

  • 6294 Posts
  • 446 Reply Likes
I understand that you are very annoyed and would like to characterize this as negligence or worse on our part. However, we answer all our emails on the same day that they are received and the email you refer to that was sent on the 30th was never received on our end. Our first correspondence on this matter was the flood of emails we received from you in quick succession this afternoon. Whether or not you accept our explanation and apology is up to you. However, Jackie has provided a detailed explanation of our billing practices and the status of your account via email and I hope that at the very least this provides the information you needed regarding the current status of your account.
Photo of Corne Scheepers

Corne Scheepers

  • 6 Posts
  • 0 Reply Likes
I do regard this as negligence or worse. If you went to the trouble of looking at my past support requests you'll discover a case where I was forced to renew a Yola subscription that later turned out to a technical error on your side. On that occasion I also had to stop just short of kicking down your door to get the truth out of you. Monique let's keep up this little conversation. Folks like yourself who are fully convinced that the customer is always unreasonable really helps your company image to shine. We're all just here to complain for no reason at all and money is something we love to toss around. Best of luck to you.
Photo of Jackie

Jackie

  • 640 Posts
  • 35 Reply Likes
Hi Corne,

I have just replied to your email addressing your concerns.

Thanks!
Photo of Corne Scheepers

Corne Scheepers

  • 6 Posts
  • 0 Reply Likes
“As we are unable to trace your first email this is the reason that you have not received a response. Please accept our apologies and we will investigate this further on our side.”

Nice. In my line of work this sort of thing makes clients go away. Get your act together Yola. I’ve had trouble with your billing before which also turned out to be an error on your side and which also resulted in sorry little Customer Services excuses afterwards. This is Strike Two. Strike Three and I’ll gladly take my business elsewhere.