I made a mistake when selecting options in my subscription. How do I fix it?

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  • Tom Leeson

    I need to talk to a human and cannot find one.
    I have been charged for annual instead of monthly during an upgrade 

    I did a  chat to sales via chat who said finance will email... still waiting..
    the link above is a dead link :-) ?

    your support center is so difficult to use its unreal - cant i just create a new ticket for a problem and specify its a billing issue? 

    example here new ticket  - area billing..
     Requests – Zendesk help

  • Ahn Letran
    Zendesk Customer Care
    Hi, Tom! 
    The Finance team will reach out to you regarding your billing concern via your email. Kindly wait for their update.
  • Tom Leeson

    The finance are based in the Phillipines  Manila and do not understand the converstaion and problem they have refused to help!


    1. we were forced to upgrade to get talk and voice
    2. we selected a monthly upgrade but we make a mistake going back and forth reading and comparing plans and  it went back on to annual as  we upgraded
    3. we did not know we had made a mistake until  surprise bill  we were not expecting arrived
    4. we got none of the services delivered no talk no text -   they do not even want to provide the services we paid for - talk and text
    5. we then got told tough luck by Zendesk people and are stuck on the wrong sub and cannot change seats for agents or use the other plan we now want


    "Upon checking, your account has recently renewed last February 1, 2023 for the billing service period 02/01/2023 to 01/31/2024 (February 1, 2023 to January 31, 2024) and you have reached out to downgrade your subscription to monthly."
    My sincere apologies, but we are unable to provide your mid-term downgrade. Subscription downgrades may only take effect upon renewal as per the terms of our Main Subscription Agreement. Unfortunately, your request occurred during your subscription term and cannot be honored at this time. Per our Main Subscription Agreement:
    Without Prejudice
    "Good day to you! This is Ivy from Zendesk Finance and I'd be happy to assist.
     Upon checking, your account has recently renewed last February 1, 2023 for the billing service period 02/01/2023 to 01/31/2024 (February 1, 2023 to January 31, 2024) and you have reached out to downgrade your subscription to monthly "
    Thank you for your response, sorry no this is not the correct version of events you have written to me with, please bare with me and understand what happened was a mistake in the ordering process not a change of mind.
    "i did not reach out to change my sub to monthly after suddenly deciding i wanted a monthly sub later to downgrade"
    I reached out as soon as i saw my mistake in the ordering process - due to the surprise bill amount for annual not monthly via paypal.  I reported my mistake and asked for assistance to rectify my mistake in ordering annual instead of my selection of monthly.
    I did change the active sub after i had realized the mistake was made after my report, to see if  i could fix my mistake. as you can see also that would apply in 2024  but that did not work
    What happened was:
    As i upgraded to unlock talk and text as i thought i had to. 
    I selected monthly  and then somehow lost that and got annual, maybe it was because i  clicked back and forth to read before committing top upgrade and lost the setting of monthly. 
    There was not way to confirm this pre buying and no post pay notice we saw and did not realize until paypal sent me the bill and so next day we acted.
    Why did i upgrade?
    I upgraded to get talks and chat and still does not work!!!
    As you can see below in the image... this is being worked on.. 
    but we dont even need it now we are using a different zendesk voice and chat with our other account: 
    So please can you assist do the right thing and help us rectify our mistake



  • Tom Leeson

    the finance team  - uses Spin on the truth to avoid assisting us 

    Instead of saying i hear you made had difficulties with teh ordering process and got the wrong plan - 

    they  say - we hear you want to downgrade your plan  - so they do not have to do anything due to company policy...


    The ordering process is like a scam!  - we got stuck on the wrong one by mistake and now Zendeskl tells us tough luck..

    you cant speak to a human or someone who can even communicate in proper English as their first langauge  - this is horrific!   We have to wait days to get a message from an outsourced  PBO center in Manila with people working from a script who do not have the knowledge or power to assist and are told flatly to write a reply to avoid assisting us/.!!!

    We will see what the reply is: next step

    Paypal charge back and Credit Card charge back 


  • Brett Bowser
    Zendesk Community Manager

    Hey Tom,

    I totally understand your frustration here and apologies for any inconvenience this has caused you on your end. I was able to dig into your account and it looks like the appropriate team is looking into this and will follow up with you via email as soon as they can. 

    I also wanted to give you a heads up that we brought some of your posts into moderation around this issue since they included sensitive information regarding your account (email and subdomain). This is just to make sure your data is protected from any malicious activity since this is a public forum that anyone can access. 

    Again, appreciate you taking the time to type this all up and share your experience with us so far. I'll be sure to pass it along to the appropriate team so they're aware of these concerns. 

    In the meantime, let us know if there's anything else we can help with!


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