no response to billing email - still getting billed (resolved)

[blaholdings]

I sent in a support request via your account support form and received a confirmation email with a ticket ID of IOX-77424-924. I sent this request on May 9th and it was a request to cancel my account. I never received a response and sent a follow up email on May 14th asking for a status update. Still never received a response.

I checked my credit card statement today and noticed that not only was I billed on May 14th, but again this month today (June 12th). Since email support didn't seem to get me anywhere I figured I would try here on the forums.

I have not used my account since I requested cancelation last month and your service records should indicate this. I am requesting that you fully cancel my account and refund the past two months of charges.

Thank you.

[sprite]

Profile -> 'Edit your personnal information or change your password' -> 'Terminate your current subscription'

[blaholdings]

I tried that and never got any confirmation email as stated. It's been over four hours now.

[tydamus]

Greetings.

Your account status is currently still subscribed. If you have emailed the billing team at billing-ee@ryzom.com with a ticket, I can check up on the status with them if you wish. However, you can manually cancel your payment plan by going to https://secure.nevrax.com/payment_profile/. Once signed in, click Edit Personal Information and you may click the Terminate Subscription check box at the bottom of the page. You will then receive an email to the address linked to that account with instructions on how to proceed.

Sorry for the inconvenience.

Regards,

[blaholdings]

Greetings.

Your account status is currently still subscribed. If you have emailed the billing team at billing-ee@ryzom.com with a ticket, I can check up on the status with them if you wish. However, you can manually cancel your payment plan by going to https://secure.nevrax.com/payment_profile/. Once signed in, click Edit Personal Information and you may click the Terminate Subscription check box at the bottom of the page. You will then receive an email to the address linked to that account with instructions on how to proceed.

Sorry for the inconvenience.

Regards,

I have tried using that cancelation method twice now without any luck. Please follow up with my ticket and cancel my account.

[blaholdings]

Update: Nevrax has contacted me directly, canceled my account, and refunded a portion of the past month's charges.