Moz Billing chat

[Thommas]

How do I access billing chat, your page says there is one http://moz.com/help/pro/phone-support but it is difficult to find. This is urgent.

[jameskais]

Hello Peking123,

Sorry about any issues this caused you - I went ahead and got this taken care of and followed up with you via email as well. For billing issues we typically recommend going through Help@Moz.com and will answer within 24 hours of the ticket submission.

Thanks for being patient!

[Peking123]

Hi, today I receive email with your invoice. The problem is that this invoice is from october when was end of trial moz. In october I am not receive any email from you if I would like to continue with moz and which moz I would like to choose. Today I receive invoice period of 11.10. to 11.11.2014. Also in this time I am not used moz, not added or changed anything in moz so this payment is from me is not correct from your side. I am confident that you can see if some trial customer used moz or not.This is not correct for you. Also I sent some massage your help tim in billing information. This message I can not see in the private messages so I want to know if you receive it and why I am not see it in private messages. Also I wrote that you cancle my account, gebet card, delite me from all your lists and refund me a money.

[Abe_Schmidt]

Thanks for the heads up! Since billing matters are usually best resolved via email, I'll reply to the email we had going. You will hear from me in a few minutes

[EOfruit]

Hello Abe,

I still haven't received refund. Can you please check asap?

[EOfruit]

Thanks very much for your help!

[ChiarynMiranda]

Hey Thommas,

I'm afraid I don't see that you've replied to the email that I responded to yesterday. If you send in a new email with each reply, those don't come directly to me; they just go into a queue that is shared by everyone on the help team.

As for the period between, 6/23 and 7/12, I'm afraid the renewal on 6/13 was for a monthly contract and we aren't able to provide partial refunds. We did provide a full refund for the month of July, and you will see that back in your account shortly.

[Abe_Schmidt]

I'll respond to your ticket now, we are working on improving the timing of our billing system now and I apologize for the confusion. Never hesitate to write in directly to help@Moz.com for anything billing related and we will certainly get back to you as fast as we can, we promise.

[EOfruit]

sorry to jump in the middle of this but i have similar question. My trial ends on 16.07 and i suppose to cancel it today because i don't use this service anymore. But today MOz just went ahead and charge my visa with monthly fee for next month, Please check my case and cancel money booking or refund. (i already send ticket)

[Thommas]

Thanks Chiaryn, that's correct. I have cancelled on 6/23 as this was the day I moved my campaigns from moz to serpbook.

Shouldn't I also receive a refund for the period from 6/23 to 7/12 ?

btw, I tried the email support yesterday but still no response.

[ChiarynMiranda]

Hello Thommas,

I am so sorry that you ran into this issue! It seems there was a syncing error in the backend that caused your account to remain active, although I do see that you cancelled your account on 6/23. I sincerely apologize for that.

This confirms that I have fully canceled your account and issued you a refund for the charge on 7/12. You should see the funds back in your account within the next 2-3 business days.

If you need any other assistance, it would be best if you can follow up via the email request, as I will be quicker to respond that way.

Chiaryn

[Thommas]

This is rather urgent as my card was billed even tho I canceled my subscription last month.

[KeriMorgret]

I'm seeing two emails from you within the past three hours to our help desk. We generally respond within 24 hours, so you will be hearing back. I wanted to let you know the emails weren't lost.

[Thommas]

I have emailed already but nobody got back to me. You really should have a phone support for billing

[KeriMorgret]

I'm seeing you as still a pro subscriber. If you can't see anything at the billing page in your profile, please send us an email at help@moz.com and we can fix things up from there.

[Thommas]

there is no such option when I log in there. I have unsubscribed from Pro some tine ago but to my surprise I was invoiced again even tho I am no longer a pro subscriber. I need a refund ASAP.

[KeriMorgret]

From the billing page at https://moz.com/billing, there's a live chat option. We may not have the live chat available as many hours today, as many of us are at MozCon right now, but there will be people there to answer any tickets you submit.