Website shutdown after updating credit card information under account billing

Website shutdown after updating credit card information under account billing

rubrix
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On 01/08/2024 I performed a simple routine of updating my credit card info as it was expiring 01/24. The moment I entered my new credit card information I was booted off and my full production website was shutdown. Its been 48 hours and my business and operations have been completed shutdown. 2 tickets opened, and all I am told is that it has been escalated. No phone service, no way of getting an explanation as to why exactly a security trigger on my account and website was started. NOTHING is being done to efficiently communicate with customers on this. 

 

I was contacted by the risk management department and was asked for justification of the business and ownership and I have stopped receiving any further communication or guidance. This is absolutely ridiculous.. how can this be? How can Shopify think is acceptable to have customers websites shutdown without any prompt follow up to reach resolution? How can phone communication be out of the question in situations like this.. pointing customers to only email and chat communication, and thrown in a virtual chat/email queue is completely inefficient and does not instill business trust with customers.. I am completely in dismay.. I've had a store front with Shopify for 5 months now.. and it was just taken all away.. I've been nothing but a loyal, good paying customer and I am being treated like I am nothing but a money donor. Its 01/10/24 my website is completely inactive .. high business loss..

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