Why am I being charged tax?

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15 Comments

  • Eugenia
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    Why did my last invoice include 20% VAT? I've been using your service for over 5 years, it's the first time VAT is included.

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  • Brett - Community Manager
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    Hi Eugenia,

    It looks like you already have a ticket created with us and sent over to our Finance team. They'll be able to look into your account information further and share more information.

    Cheers!

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  • Eugenia
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    Hi Brett, there's no answer from Finance team for over ten days.

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  • Brett - Community Manager
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    Hi Eugenia,

    Sorry to hear you haven't heard back from our Finance team yet :(

    It looks like they're dealing with a high volume of tickets currently which is why you haven't received a response yet.

    I can confirm that your ticket is assigned over to them and they will follow-up with you regarding your request. I've also bumped up the priority of your ticket to see if we can get a response out quicker for you.

    Apologies for not being able to provide further assistance here in the Community forum.

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  • Eugenia
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    Hi Brett, there's still no answer (two weeks already), but today Zendesk tried to charge my card and the amount is again without tax. Please refund tax for my previous payment.

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  • Eugenia
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    Hello again, I created my ticket on April 24th, there's still no answer. 

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  • Nicole - Community Manager
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    Hi Eugenia,

    I checked on your ticket and it is still in the queue and active; I also added a note which will hopefully expedite getting someone to look at it soon. We are experiencing some particularly high ticket volumes at this point in time, and do apologize for the delay.

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  • Eugenia
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    Hello again, my ticket has no response - over a month already. It's on billing issue, has no response, but Zendesk repeatedly attempts to charge me again.

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  • Nicole - Community Manager
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    Hi Eugenia,

    I believe you should have received a response now.

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  • Eugenia
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    Hi Nicole,

    thank you, I received a response, but my issue is still unresolved. And again, previous invoice includes 20% VAT, the last invoice doesn't include any VAT at all. What's going on?

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  • Nicole - Community Manager
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    Hi Eugenia,

    I took a look at your ticket; it looks like the appropriate people have been contacted to get things sorted and the agent is just waiting to hear back on a few details.

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  • Eugenia
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    So here; the situation:

    I contacted Zendesk support for my billing issue on April 24th.

    First response to my issue I received on May 30th. It's over a month.

    My billing issue wasn't solved. I asked additional question but received no response. 

    And surely since the company isn't solving my billing issue, I can't agree with the next invoice, so I don't pay it. Now my account is suspended and the issue isn't solved.

    I contacted Zendesk support, I posted comments here, I replied to suspension notice - no answer and no solution.

    What should I do now?

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  • Eugenia
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    I created a new ticket about this situation - in an hour it's marked as solved, I still have no response. What's going on?

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  • Nicole - Community Manager
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    Hi Eugenia,

    It looks like they merged the new ticket into the existing one which is why the new one was marked as solved. Your original ticket is continuing to be worked on.

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  • Eugenia
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    So, here's the resume: 
    My issue was finally solved after 6 weeks of messaging everywhere I could reach. 
    Finance department informed me that Zendesk taxes me twice - first it adds tax to the invoice amount and then it adds tax to the amount of added tax. And although the law that Zendesk refers to is effective of January 01 2019, Zendesk taxed me twice only in May. 
    It will take awhile for me to switch to another service, but I would definitely NOT recommend Zendesk to anybody if you want your issues solved timely and finances taken care of transparently.

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