GoTo Webinar Billing Issue

Question

&nbsp;Hello everyone,We have been using GoToWebinar for many years. However, we decided to terminate our subscription and canceled it. Despite canceling before the billing period, we were still charged for an additional month. The main issue is that our payment for the month was made using two different cards. Upon checking, we found that the second card used for the charge is not even registered in the system; we may have added it years ago for usage. Even though there were two separate charges, we only have a single invoice.In Turkey, we are required to submit invoices for charges made with company cards to our finance team for legal processes. However, we are facing legal issues in this regard. When I opened a support ticket, they asked me to make a call, but it is not possible to reach the provided number from our country. Despite numerous attempts to contact them through various channels, including social media, we have not received any support. The company will have to involve its legal team in this process.If there is a support email I can reach out to before this escalates, could you please share it with me?

glennd · Answer

Hi TiciEdu, welcome to the community.
&nbsp;
I see that you called but disconnected before talking to Support, I have opened a support ticket for you and someone will be reaching out.
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ticiedu · Answer

Thank you very much for your support. I’m reviewing the ticket and will also share the details of the duplicated payment capture separately. I really appreciate your help during this process.

ticiedu · Answer

Hello, we have not received any response yet. The withdrawal made from the unbilled and unregistered card has not been refunded yet. When can we get feedback about this process?

ticiedu · Answer

Hi,Thank you for providing the email address, but unfortunately, it returned an error stating that emails cannot be sent directly to it. While attempting to contact you, I also reached out through LinkedIn, Facebook, e-mail, and community tickets simultaneously. There has been a double charge for the same month’s subscription fee from a credit card that we are certain is not registered in the system. This is a significant security issue. If we do not receive a response soon, the company will initiate legal proceedings. It is extremely disappointing that a company of this size has such an inadequate support service. We certainly will not recommend it to anyone.

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