Paid/Unpaid Support Issue & Refund Status
Issue: unable to contact Support due to an ongoing billing/refund issue. I'm stuck between paid and non-paid support and cannot get response from the Neon team. Can you please advise on how this can be resolved?
Details:
-I opened a support ticket while I was a paying customer, subject "[Neon Support] Re: Unable to downgrade Neon database for betterai-v1 - Vercel Support said only Neon support can fix the issue".
-The issue was resolved and was told explicitly by the Support person that I would get a refund. The last communication was 6 days ago from Neon support, there has been no refund.
-I can no longer get communication or response from Neon support.
-I downgraded my support to free and can no longer open a support ticket.
Question:
- How can I get confirmation from Billing or Support on next steps for this refund?
Thank you
5 Replies
sunny-green•2w ago
Hi Wes - we're doing it. Things are going a little slower than normal at the moment - sorry about that
equal-aquaOP•2w ago
Thanks for the feedback Andy. Can you please share any eta on next steps? And should I follow up with you here or via the email from Kyle?
sunny-green•2w ago
Let's keep the conversation in the ticket/email, so we can be sure to keep track of it. Note that because it's a Vercel-managed account, the refund process takes a little longer, but be assured that we'll sort you out properly
equal-aquaOP•2w ago
I'm happy to wait a few more days to give your team time to process the refund as a courtesy. However, if there continues to be no further updates or progress via email, I'll eventually need to dispute the charge with my credit card company.
Please share any progress when your team is able to process the refund. Thank you
sunny-green•2w ago
Hi Wes, Kyle will certainly be in touch