More info, 6 days later a new support member finally got back to me and chaos will not take responsibility for their mistake. They charged my credit card for a subscription I had already cancelled when I purchased a new solo Sub.
SUPPORT.
Hello Joseph,
Thank you for reaching out again!
We'd like to clarify that all our subscriptions renew automatically by default. To avoid any unexpected renewals, it is essential to disable the auto-renewal feature at least 30 days prior to the renewal date for yearly licenses.
In your case, the renewal of your license took place on the 9th of November. After you reached out to us, we made an exception and processed a refund for the renewal fee of EUR 418.80, and you should see this reflected in your account. However, please note that, unfortunately, we are unable to refund any transaction fees charged by your bank, as these are beyond our control.
If you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you.
Kind regards,
Sandra Raab
Teamlead Sales Operations
ME
Hi Sandra
Your reply skipped over the fact that the pro subscription was cancelled on the 14th by Yoanna Blagoeva. Why was I then charged on the 21st for a pro subscription that was already cancelled ?
I have attached a screen grab of the email.
This really needs to be fixed. You cant keep denying the issue with the lost funds.