Subscription Billing Error

[Elogical4now]

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]

Originally Posted by Elogical4now

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]

Originally Posted by DigiTechSupt

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]

Originally Posted by Elogical4now

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