Mozilla VPN Payment Method
Hi,
My billing information was out of date after my credit card was blocked. A week later VPN stopped working and my subscription is cancelled. I can't update the payment information and can't continue with the same pricing I had of USD 4.99 per month.
I follow the link to update my subscription information in the email sent to me. But that link just takes me to my account profile with no option.
Cancelling a subscription and leaving no option for moving forward is very poor customer service.
Please give me the option to continue with VPN on the same basis as before.
Many thanks,
Charlie
Усі відповіді (5)
Hi there,
thank you for posting on the forum!
I am really sorry that this happened to you. We will try charge your card 5 times and inform you of every declined payment attempt before cancelling your subscription. Unfortunately if you do not update your billing details within that time frame, the subscription cancels automatically as we are unable to collect the money from your registered billing method.
We have matched the price in the U.S. to other markets and the price increase has happened about a month ago. Everyone on an existing plan was able to keep their flat rate, but all new subscribers will subscribe at the new monthly rate. I am sorry for the inconvenience! Since you subscription was cancelled you will have to subscribe again at the new rate, there is no way around this.
I apologize for any inconvenience caused - all the best!
Hi,
This is really poor customer service. There was no warning that my account would be cancelled.
I had no way of updating my billing details as you had cancelled my account.
Your disingenuous apology hasn't fixed the issue.
Charlie
Hi there,
thank you for the feedback. I am really sorry that this happened and I will forward the information to have this added to the mails. We automatically try to charge your card for about a week and ask you to update your payment details 5 times, we assumed this would give enough time to update this on your side. I apologize that this was not the case.
If there was possibility to grant you the offer at the old price I would assist you with that, unfortunately there is no option from a system point.
Hi,
Please refer to your terms of service:
Payment. We offer Mozilla VPN as an automatically renewing subscription service. When you sign up, you authorize us to charge the payment method you provide for the subscription fees for the first term of the Service. Your plan renews automatically at the end of each term, and you authorize us to charge the subscription fees each term. If you stop paying, we will immediately suspend your account, and we may delete it after 2 months of not paying.
You did not suspend my account and gave me no notice that you would either cancel or suspend it. If you were following your terms of service I could perhaps except your response. But you are not.
Please at least apply your own rules.
Best regards,
Charlie
Змінено Charlie
Hey there,
According to our Terms of Service:
Termination. These Terms apply until either you or Mozilla decide to end them. You can choose to end them at any time for any reason by stopping your use of the Service and cancelling your subscription. Mozilla can suspend or end anyone’s access to the Service at any time for any reason, including if Mozilla decides to end the Service. If we decide to suspend or end your access, we will try to notify you at the email address associated with your account or the next time you attempt to access your account.
You should've gotten an email to your Firefox account associated with your Mozilla VPN Subscription, make sure to check your spam and junk folders as well.
However, the same Terms of Service specify the email we will try to notify you about it but it's not for certain the email might arrive. We apologize for the inconvenience this might've caused you, let us know if you found the email notification.
Regards,