Assistance Needed with Subscription Renewal Cancellation

Question

Hi,We have been trying to reach out regarding our recent subscription renewal but haven't received any response. We submitted two inquiries through your support system—unfortunately, the first was closed without any action, and the second remains open with no updates.While we await your response, we urgently require a prompt refund. The payment for this unintended renewal was made using our institution's payment method, and due to internal financial processes, we cannot wait indefinitely. Therefore, we are posting this message to seek immediate assistance.We recently discovered, about ten days after our account was renewed on Nov. 15th,  that our annual subscription was renewed even though we had planned to cancel it. We believe we cancelled the scheduled renewal through your system, but it seems it wasn't processed properly. Since our organization provides an institutional Qualtrics license, we no longer need the individual subscription.We would greatly appreciate your attention to this matter, as it is crucial for us to reconcile our institutional budget. Please guide us through the appropriate process to resolve this issue.Thank you for your attention to this matter.

AlonsoC · Answer

Hi,We have been trying to reach out regarding our recent subscription renewal but haven't received any response. We submitted two inquiries through your support system—unfortunately, the first was closed without any action, and the second remains open with no updates.While we await your response, we urgently require a prompt refund. The payment for this unintended renewal was made using our institution's payment method, and due to internal financial processes, we cannot wait indefinitely. Therefore, we are posting this message to seek immediate assistance.We recently discovered, about ten days after our account was renewed on Nov. 15th, that our annual subscription was renewed even though we had planned to cancel it. We believe we cancelled the scheduled renewal through your system, but it seems it wasn't processed properly. Since our organization provides an institutional Qualtrics license, we no longer need the individual subscription.We would greatly appreciate your attention to this matter, as it is crucial for us to reconcile our institutional budget. Please guide us through the appropriate process to resolve this issue.Thank you for your attention to this matter.Hello ​@sh_sh,First of all, apologies for the frustration this renewal process has caused. I will look internally for the quickest way to resolve this issue and follow up via email for next steps.

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