Charged me without warning an absolute…
Charged me without warning an absolute fortune!
But answered on Sunday! with maybe one of the best customer service message! Well done Janice!
Risposta di Holistics
As mentioned over the email, the footnote of all our invoices has 3 lines stating that the invoice will be automatically renewed, and our terms clearly stated the same. In fact, almost all of our SaaS vendors we use at Holistics have an automatic renewal policy (even for annual plans). What I did notice is that the invoice is only sent to your colleague (single point of contact for Holistics admin), which resulted in this misunderstanding that we charged you without a warning.
As this is an urgent matter, we handled it asap on Sunday and refunded you the amount deducted. We initiated this refund to you not because we feel we are wrong, but because we believe this is the right thing to do. We don't think you are wrong too, but this is just an unfortunate incident that happened. I would have been upset if I were in your shoes too (being charged to your credit card, while not being invited as a user of Holistics and not receiving a personal copy of the invoice).
Thank you again for using our product and your praises for our customer service!