Complaint - domain issue

[cocoolive]

I'd like to know how I can escalate an issue I have been having since re-enabling my account. 

I have been a loyal customer of shopify for almost 3 years now. Having started my business during lockdown, shopify gave the ability to still be able to make a living but last December I decided to cancel my subscription and have some down time.

This month, I tried to re-enable my account, thats fine. everything is still there as it was, Happy days. But no, my domain doesn't work, everything I go to my url, it says 'account frozen' 

I have spent countless hours on web chat trying to resolve this issue and I just get fobbed off with the same thing every time... This will have to be raised to another team but I never hear back... 

This has been going on for almost 2 months, you have taken 2 billing payments and I still can't even make any money. 

I need this resolving asap because I need to make an income. I don't see whats so difficult, I've been told that my domain is being used on another account but I only have 1 account and this is it. 

I just need this sorting but I can't spend another few hours on webchat trying to sort it.

[Shay]

Hi @cocoolive 

Thank you for reaching out about this issue. While our community team doesn't have access to merchant accounts, we do have the ability to flag tickets for a review and ensure you are getting the help you need. Can you please provide your ticket number for any chats you have had with our support about this issue? Happy to look into this with you. 

[cocoolive]

Ticket numbers:

47708920

47605543

47043804

[Ollie]

Hey @cocoolive.

Thanks for providing those ticket numbers. 

We have spoken with the corresponding team that is handling the situation and made them aware that you are eager for a response.  

Let us know if you have any questions.

[shop-owner]

good luck! theres no customer service, its terrible!

[Victoria]

Hi there, @shop-owner.

We're sorry to hear you have not had an ideal experience with our Support Team. Are you able to share what issues you're experiencing? Our Community forum team is happy to assist with non-account specific queries. However, for questions surrounding account-support, our authenticated support team via the Shopify Help Center can assist you.  

[ClaimYourGlass]

Cocoolive, thanks for your post!  Could you please advise if you're issue has been resolved yet??  

We have been experiencing the exact same issue you have since we've re-activated my account with Shopify.  We are also trying to re-connect our domain claimyourglass.com to our account but are being told the account it is connect to is frozen.  However, when the support advisors reviewed our account they confirmed it was current (as we paid for a year subscription) and that another team had to handle the issue.  This is the only account we have ever had with Shopify. 

We were told they flagged the ticket, and that we be assured the issue was going to be handled.  Well, almost a month later and after speaking to 5 different support advisors the issue still has NOT been resolved!  We keep getting the same responses from the support team advising that the issue has been pushed to their Accounts team and we need to wait for them to respond.  This issue should not be taking weeks to months to resolve for merchants who are paying for a service.  This is an unacceptable level of service for customers paying to use your platform!  We are simply trying to get our domain connected to our store and begin use the platform we already paid for. 

Our ticket number is 49411824. 

Shopify Support team, please help!!