I've been subscribing to two unlimited storage accounts since March. Over that time I have discovered that I've been double billed on both accounts for the entire period. Funds have been taken for both accounts on the 1st and 27th of every month.
I've been trying to have this corrected since April. As others have reported, I am never dealt with by the same person from one message to the next and most of the time the responses bear no relation to the questions I've asked.
This month they finally arranged to make some refunds but the refunds are illogical with all four payments from June being refunded for example. Without success, I've asked for confirmation of the payments that should have been refunded. I've asked for confirmation about which account (s)/subscription (s) have been cancelled/left live. I've asked for confirmation of which PayPal subscription (s) I need to close. What I have been told is a single invoice has been refunded to the value £9.96, that an unknown subscription has been cancelled, that my questions have already been answered and so this ticket is closed and that I now need to pay £9.96 to make sure my service continues uninterrupted.
I am still at a loss as the reason for the duplicate payments. The service itself works (albeit slowly, with backups taking 13-15 days to complete), but the helpdesk service is appalling and I have serious concerns that the customer care team (if it really exists) are incapable of reading or understanding the English language.
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