Billing query

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  • Question
  • Updated 6 years ago
  • Answered
  • (Edited)
I was sent an email after contacting yola about them charging my card nine times and me still not being able to receive the yola mail that i paid for. In response, they told me that it would be a longer time before they reply to me because i am not a yola silver subscriber when in fact that i am.
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Posted 6 years ago

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Monique, VP of Customer Support

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Hi Tavon

I am sorry to hear this and would like to make sure that we clear everything up as soon as possible!

First of all: The email you received would be the automated reply we send when someone creates a case with us to confirm that their email has been received. Based on the email address we determine their account status. However, if you email us from a different address to the one you use for your Yola account you may get the auto response we normally send to free users.

I looked up the email address for your Yola account on our system and found a case which is awaiting a response. The autoreply stated:

"As a Premium Support customer your request will receive priority attention! We do our best to answer all our support requests in under 24 hours - quicker if we can possibly manage it! Some requests may take longer than others if we need to research the right answer for your case, or if we are receiving an unusually high volume of requests. But rest assured, we are online, 24/7 working as fast as we can to get you the help you need for your website!"

Secondly, regarding the charges for Yola Mail: our payments specialist is currently reviewing your case and will respond to you shortly via email. I would like to assure you that if you have been charged incorrectly we will most certainly correct this. If not we will work with you to get to the bottom of the information you are seeing on your bank statement.