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Unreal still bills me with cancelled subscription

Hi,

I cancelled my subscription yesterday, one day before the billing date, but today unreal have billed me and my bank account has gone overdrawn(i did email for a refund). Now it says my account is expired, but it states that i have payed today, although I have emailed for support i'm posting here to report this bug.

Hope you get this fixed asap, Cheers

Screenshot of my dashboard:

alt text

Screenshot of my cancellation email and billing email:

alt text

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asked Jun 05 '14 at 07:35 AM in Legal & Licensing

avatar image

Conno
19 10 16 16

avatar image tsolron Sep 09 '14 at 12:50 AM

I'm primarily posting here since support hasn't helped me (or even responded to my emails), and since this is a repeated issue.

I had the same issue in July, where I cancelled the day before but it still charged me. I sent an email to support (billing@unrealengine.com) requesting a refund and a guarantee that I wouldn't be charged again unless I resubscribed. I received the refund, and I figured it was over.

However, in August, I got billed again, though I hadn't even logged in since they sent me the refund (the last time I'd logged it I ensured it said "cancelled"). I sent an email on 8/13/14, right after being billed, requesting a refund again, and a true guarantee that I wouldn't be billed again. I was on vacation for awhile, but I figured I'd get an email before I returned. On 9/5/14 I still hadn't received a response, so I forwarded my 8/13 email and requested the same thing. As of today (9/8/14) I still haven't heard from support, though it's been almost a month since I first emailed them. I will be speaking with my bank tomorrow to see if I can ensure I'm never charged by Unreal again, since, at least at this time, it won't truly cancel my subscription, nor will Unreal provide the refund.

Summary of events:

  • 6/14/14 - Purchased Unreal subscription

  • 7/13/14 (mid-day) - Cancelled Unreal subscription

  • 7/13/14 (night) - Unreal charged me and renewed my subscription

  • 7/13/14 (night) - Sent email to billing@unrealengine.com requesting a refund and guarantee of no future billing (unless I resubscribed).

  • 7/16/14 - Received refund

  • 8/13/14 - Unreal billed me again and renewed my subscription

  • 8/13/14 - Sent email requesting refund and guarantee of no future billing (again)

  • 9/5/14 - No reply from Unreal yet, sent another email asking the same thing

  • 9/8/14 - Posting here

  • 9/9/14 - Will be speaking with bank to ensure I'm never charged by Unreal again.

avatar image Alexander Paschall ♦♦ EPIC Sep 09 '14 at 01:28 PM

Hi tsolron,

I have contacted our billing department and let them know that this is still occurring. You will be contacted shortly. We will get it fixed as quickly as possible.

avatar image tsolron Sep 24 '14 at 08:08 AM

Update:

  • 9/9/14 - I spoke with my bank, but there would have been a $35 cost to block charges by Unreal for six months, so I decided to hold off on that for now.

  • As of today (9/24/14) I haven't been billed by Unreal again, so I believe it's truly been cancelled.

  • Despite the billing being cancelled, I was never contacted by Unreal support regarding my refund / cancellation request on 8/13/14.

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Hi Conno,

I just spoke with our billing team and they are still working through the tickets that came in last night. I let them know your email address and that your issue is urgent, so it will be escalated to be resolved. I am terribly sorry for the inconvenience that this has caused you, please let me know if this is not rectified within a few hours.

Thank you!

-Alexander

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answered Jun 05 '14 at 01:49 PM

avatar image Conno Jun 05 '14 at 02:14 PM

Hi Alex,

Billing support has got back to me and they have resolved everything, thank you for the assistance :)

-Connor

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