My billing issue support request has been ignored for 17 days

[Donnie L. 10]

Hello,

I am posting here because my support request (3800456) has been ignored for 17 days. Because my support request has been ignored I was incorrectly charged $317.98 for an annual subscription to the personal plan.

Here's what happened...

I received an email in December letting me know that my Evernote plan (Personal Plan) would be renewed at $317.98 on January 8th. This is obviously the wrong amount so I logged into my account and looked at the billing section. I wasn't able to change plans or correct the issue with my account. I would just receive a red error message that instructed me to contact support. So I did.

A few weeks later someone did respond to my support request. They told me they didn't know what the system was going to bill me $317.98. Instead of fixing that issue they told me to cancel my account and then re-subscribe to the correct plan with the correct billing amount. I tried to do that but I received the same red error message that told me to contact support. So I tried to contact support again numerous times and I've heard nothing.

I've been an Evernote user for more than a decade and I have nearly 10,000 notes in Evernote. This is the only support request I have ever submitted. This lack of customer service for even urgent billing issues is astounding.

Can someone from Evernote please help me. It's been 17 days.

Thanks,

Donnie

[PinkElephant 8,840]

Do you have a ticket number ?

We can try to flag it for you.

[Donnie L. 10]

4 minutes ago, PinkElephant said:

Do you have a ticket number ?

We can try to flag it for you.

My ticket number is in the original post. Here it is again: 3800456

Thank you for the help.

Donnie

[gazumped 12,076]

6 minutes ago, Donnie L. said:

I am posting here because my support request (3800456) has been ignored

I'm thinking that was it - request flagged.

[Donnie L. 10]

And not that this matters, but my wife and I have been paid by Evernote over the years for creating videos and tutorials for their social accounts. We actually teach a class on going paperless with Evernote and have had more 10,000 paying students since 2014.

https://abbyorganizes.com/products/paperless-made-simple-course

I'm only mentioning that so it's clear this isn't something I've done to mess things up. I've literally never had a single issue with Evernote until this recent billing issue. I've never had the need for Evernote support until now. But I'm just shocked something can be ignored for 17 days.

Donnie

[gazumped 12,076]

Support was being overwhelmed before the year-end holidays,  and there have been only a few working days over that period so I'd guess they're even more busy.  Can't guarantee that flagging your post will do anything special - we're mostly other users here - but hopefully you'll get a reaction soon!

[Donnie L. 10]

1 minute ago, gazumped said:

Support was being overwhelmed before the year-end holidays,  and there have been only a few working days over that period so I'd guess they're even more busy.  Can't guarantee that flagging your post will do anything special - we're mostly other users here - but hopefully you'll get a reaction soon!

Most businesses are slammed over the holidays. Mine included. I think we can all agree that 17 days for a pending billing issue request is absurd.

Thank you for flagging my post. I appreciate the help.

[Donnie L. 10]

Evernote support just reached out. Thanks for the help getting their attention. We'll see if they can fix this issue.

[Donnie L. 10]

The issue has been resolved. Thanks for the help flagging the issue. Glad I made a bit of noise on this forum. That got things moving after waiting 17 days with no resolution after submitting a support ticket.

Evernote said that I was incorrectly charged for both an annual personal plan and an annual business plan at the same time. They were able to issue me a refund and subscribe me to the annual personal plan.