There are many threads suggesting they’ve received escalated responses to refunds once it’s been posted about in the forums.
I have not had any response from customer support after confirming I needed a refund. I hate feeling like I’M the one cheating them out of their money with a charge back, but how else am I supposed to go about this when they won’t even respond to my emails?
Hi Danny,
Emails are not the correct communication method, as they explain in their policy.
You need to create a ticket using the available tool in the support section of their website.
Hope this helps.
Hey Jay,
The request was originally created using their ticket system. Does every reply need to be submitted through that method? I remember reading somewhere on their site/responses to NOT create multiple tickets for the same inquiry, but maybe I misunderstood their procedure?
I have used their ticket system in the past regarding a separate issue, and continued to communicate through email after they initially reached out to me.
Yes. They communicated these changes not long ago. Indeed, you receive a copy in your email, but the response should be done using their ticket system.
Previous to these changes, it was possible.
If you create a new ticket, from what I read, they will either delete it, stating that you have one opening ticket for the issue or, worse, start it over again. In each case, it will just add entropy and delays to the process.
You must add new info to the ongoing ticket, where you reply or share required information.
Thank you for enlightening me on that! I wasn’t aware they had made a change.
Makes me feel better they weren’t just flat out ignoring my request.
Instead of opening a new ticket, all communication is done through the 1 original ticket.