Missed payment and bought another subscription so need a refund

[JordanOduyoye]

Hi. I made a case on the 11th of November. Where i made a complaint that, i accidentally missed a payment on the 9th or so, and because of that my pro tools locked me out and stopped working. As soon as i realised i missed the payment, i put in enough money for the subscription into my account. However even though i updated my account with my card details again so it could re-bill me and continue the subscription, it was not working.

Therefore, i made a case. A case explaining my situation and it not working. A staff member then responded saying i should update my payment details yet again. So i did so. But STILL nothing happened. So i assumed that product would just stop working and i would need to get a new one. So i bought another subscription of pro tools. A separate 'product' and that was working and i forgot all about the previous one.

However, several days later my old one started working again, so i was charged TWICE this month for 2 different products. I complained in my case about this but its been about 8 days now and i've still had no response! I would like my new or old subscription cancelled and possibly refunded, so that i only have 1 working subscription please. If this is not able to be provided, i would like to delete my entire account.

Please help me, ive received only 1 response on my case and it wasn't helpful at all. Its been nearly 2 weeks.

-Jordan Oduyoye

[Drew Mazurek]

I've escalated this.

Expect Jeffro to respond shortly.

[JordanOduyoye]

Thankyou! I was beginning to lose hope that i would ever receive help.

[Drew Mazurek]

Originally Posted by JordanOduyoye

Thankyou! I was beginning to lose hope that i would ever receive help.

He's on the west coast, so it should be around 2 hrs from now or so.

[Basstian]

seems to be normal behavior. Have some trouble with one license here as well. but no response after days.

[jeffro]

Originally Posted by JordanOduyoye

...i bought another subscription of pro tools. A separate 'product' and that was working and i forgot all about the previous one.

However, several days later my old one started working again, so i was charged TWICE this month for 2 different products...

Welcome to the community. I escalated your case so that this can be taken care of. Sorry for the delay.

[jeffro]

Originally Posted by Basstian

seems to be normal behavior. Have some trouble with one license here as well. but no response after days.

Couldn't find any recent cases searching by your user name or email address. Can you please update your email address or provide the case number? Thanks.

[Basstian]

Hej Jeffro, there is no possibility to send you a pm. Should I post the case nummer publicly?

[Drew Mazurek]

Originally Posted by Basstian

Hej Jeffro, there is no possibility to send you a pm. Should I post the case nummer publicly?

It's just an internal Avid number, no harm posting here IMO.

[Basstian]

solved! Many thanks to Jeffro!!!