Website Renewal - Yola charged my credit card but website shows pending deletion

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  • Updated 5 years ago
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I began writing my question on this community board and decided it was not a community problem and therefore would contact Yola directly without bringing attention to their error so I closed out and sent customer service an email. I'm a bit disappointed with their email response so would like to see if anyone else has been dissappointed with them and how their problem was resolved and how quickly. I renewed my Yola website about 10 days before it expired in August. I received an email confirmation and my credit card was charged. We went on an extended vacation and just returned home and went to view our website and it showed it was pending renewal or deletion. I sent a message to Yola support and received this email promptly back "You are currently on a Standard Support package which is part of your free Yola account. Should you require faster response times, please consider upgrading your account to Yola Silver, which includes Premium Support - 24/7 priority email and phone support." OK, if I am on a free Yola account, why have i paid for this webite several years. Sorry for my ignorance but I don't get it.
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wendys

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Posted 5 years ago

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Jackie

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Hi Wendys,

Thank you for bringing this to our attention. I am sorry that you were disappointed with our email response, and I would like to work through this with you. Unfortunately I have been unable to locate your email request in our system using the login email address of your Yola account. Our system is designed to recognize the email address of your Yola account, which is linked to your account status. If you use a different email address, it is unable to find your details and will send you an incorrect response. This is the reason you received a Yola Free confirmation email.

We definitely don't want to keep you waiting, so please ensure that you email from the email address associated with your Yola account and you'll be guaranteed premium support.

I have checked your account and I can see that you renewed your Yola Bronze hosting package on the 6 Aug 2013. Your hosting package is a separate subscription to your domain, and as a result your domain is managed separately. We sent numerous domain renewal reminders to your login email address from May - Aug, could you let me know if you received these emails?

Your domain expired on the 19 Aug 2013 and is currently in the grace period, which means that it is still renewable. We can renew it for you at a cost of $11.95 for one year, and we would bill this fee to the stored credit card that you have on file. If you would like us to go ahead with this please let us know and we will process it for you as soon as possible.

If you have any other questions around this I will gladly answer them.

Thanks!