writing to raise a concern regarding an issue with my subscription purchase and to provide some feedback on your subscription system and customer support.
On December 3rd, I purchased a 12-month, 500-request subscription for $192. Subsequently, I attempted to upgrade to a 1000-request plan for an additional $382. However, the transaction was declined due to a card issue. Unfortunately, this resulted in the complete cancellation of my subscription, even though the initial $192 payment was successfully processed.
I would like clarification on the status of my $192 payment and whether it is possible to reinstate my subscription with the 1500-request upgrade (500 + 1000 requests) if I proceed with completing the $382 payment.
Additionally, I noticed that I can no longer access my past invoices, including the invoice for the $192 payment, which seems to have disappeared from my account. This makes it very difficult to track payments and resolve issues.
On a related note, I would like to suggest improvements to your customer support and subscription system. The cancellation of an entire subscription due to a single declined transaction is not user-friendly and creates unnecessary frustration. There should be safeguards in place to avoid such situations, like maintaining the original subscription until the upgrade is resolved. Furthermore, the inability to access past invoices only compounds the issue, making it harder to track transactions or resolve disputes.
I hope these concerns are taken seriously and addressed promptly. Thank you for your assistance.
This adds constructive feedback while staying polite and firm.