SmugMug billing funkiness

Lornce

So, in trying to pay my annual fee I was unable to modify my service before being billed for the more costly service that was unnecessary to me. ie: Cahnging from "Power" to "Basic" I had first to pay for a "Power" account that I don't need. For my trouble I was given a credit for next year's fees to reflect the lower cost of this year's "Basic" account.

This amounts to poor, disingenuous and presumptuous customer treatment and I don't like it.

Give clients the opportunity to choose their plan BEFORE billing them, just like every other transparent business transaction that any sane person would undertake.

leftquark

A notice about your upcoming renewal was sent 30 days prior to the billing date. Was the email missed? Or are you hoping to see something different in the service that would have worked better?

Lornce

What part of my post is giving you the biggest comprehension challenge?

I'm happy to walk you through it.

leftquark

The 30 day renewal notice gives you ample time (30 days) to downgrade from Power to Basic, before you would have been billed for the Power account. I'm trying to understand how that 30 day opportunity before billing you is different than your request. Did you want a different notice besides the 30 day email?

Allen

This could easiely be solved by putting a statement into the notice email to click here.
By clicking this would return a message to Smug that the email was received.

Lornce

The 30 day billing renewal notice has nothing to do with it. The issue is being automatically billed for the "power" account after choosing to change it. Very poor form, presumptuous and obviously no accident. I don't want $22.08 credit towards "next year's service", I want $22.08, $22.08 I didn't authorise anyone to bill me, struck from my VISA bill or an immediate credit for same. I'll be calling VISA about it on Monday.

leftquark

If I understand correctly, you downgraded to Basic prior to your renewal but were still billed for the Power account?

Phyxius

Hi Lornce,

To clarify your account was renewed immediately (before you were able to change the account level) because your account was past due. When you updated the billing method it renewed immediately. If an account is current the account level can be changed anytime before or after it is renewed, there is a slight exception if you want to change both the level and the frequency (go from monthly to annual or vice versa while also changing the account level) you would need to make these changes in a specific order. If an account is past due and you want to renew at a different level or to switch between annual and monthly you would need to contact us first so that we can make that change for you. Our renewal system is automatic, when a renewal date has passed the account will renew as the current subscription immediately.

Aaron has handled changing your account level but, I wasn't sure if you received the above information and did want to make sure it was clear for this charge and any future renewals.

Best Regards,
Christina