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-   -   Subscription Billing Error (http://duc.avid.com/showthread.php?t=409909)

Elogical4now 04-29-2020 01:11 PM

Subscription Billing Error
 
I have a perpetual Pro Tools license. I upgraded from PT Standard to PT Ultimate last year. I only use PT Ultimate. Last week my credit card was automatically charged to renew the PT Standard yearly subscription.

I opened a case with support a few days ago. Today I received an email from Avid Online store stating they will not refund the purchase.

Again, I upgraded from Standard to Ultimate last year. My PT Ultimate yearly subscription ($399.99) is not due until June 2020.

Anyone, have an Idea of how to resolve this?

DigiTechSupt 04-29-2020 05:32 PM

Re: Subscription Billing Error
 
Quote:

Originally Posted by Elogical4now (Post 2563951)
I have a perpetual Pro Tools license. I upgraded from PT Standard to PT Ultimate last year. I only use PT Ultimate. Last week my credit card was automatically charged to renew the PT Standard yearly subscription.

I opened a case with support a few days ago. Today I received an email from Avid Online store stating they will not refund the purchase.

Again, I upgraded from Standard to Ultimate last year. My PT Ultimate yearly subscription ($399.99) is not due until June 2020.

Anyone, have an Idea of how to resolve this?

I've already escalated this to the Webstore Team. They'll be in touch with you soon through Email. The Standard Pro Tools will be cancelled and refunded.

Thank you,
Tope

Elogical4now 04-30-2020 05:05 AM

Re: Subscription Billing Error
 
Quote:

Originally Posted by DigiTechSupt (Post 2563980)
I've already escalated this to the Webstore Team. They'll be in touch with you soon through Email. The Standard Pro Tools will be cancelled and refunded.

Thank you,
Tope

I really appreciate it!

I’ve called support three times. They always promise to contact the Online Store, but nothing is ever done to fix it.

DigiTechSupt 05-03-2020 10:14 AM

Re: Subscription Billing Error
 
Quote:

Originally Posted by Elogical4now (Post 2564010)
I really appreciate it!

I’ve called support three times. They always promise to contact the Online Store, but nothing is ever done to fix it.

Sorry about that. Digital River is currently under maintenance, but refund and cancellation should be processed by tomorrow. After processing, fund should reflect to your account with in 7 to 10 banking days.

Thank you and stay safe!
-Tope


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