Still Being charged after canceling

[mattb8]

I have been being charged monthly since 2023 for a store that I have deactivated numerous times!

Finally, around March 2024 I contacted support and never got anywhere with it. Last month on my billing date I tried again. During that time we figured out my account was hacked and there was activity on my account by a third party, however still there wasn’t much done on the account. I cancelled my subscription and deactivated my account.

Today I was just charged again. I just opened my account to find that its once again active, and I can’t deactivate it until I pay for another month!!!! I’ve already went through this with customer service and was told I cannot be refunded for an inactive account. What am I supposed to do?? Im getting ready to cancel my card and get a new one if this cannot be resolved.

[Dirk]

Hey, @mattb8 

I'm sorry to hear. That does sound frustrating! It looks like we'll need to access your account in order to resolve this issue.

While we're not able to provide account-specific support via Community at this time, we'd be happy to continue assisting you through our available support channels. Please visit our help center to get in touch with a support advisor. They will be able to assist in escalating your issue up to our accounts team to see if there are any active secondary stores attached to your credit card and get them closed.

If there is anything else I can help you with, please let me know.

[exosticastores]

Hello, 

I have the same problem I have been mistakenly charged by SHOPIFY multiple times for a store I cancelled over a year ago, I opened a case and follow your instructions.. its been 20 days and not a word from shopify, in the 20 day time frame ,ME, NOT SHOPIFY, has reached out to you and spoken with , Denivin, Nino, Marlon and Samantha, all in different days. No one in your help center can actually help nor knows what to do, they keep saying "it's been escalated" .. "someone will reach out as soon as possible" and NO ONE DOES. It's been 20 days, this treatment towards your customers is disgusting. I have also asked to speak to a manager every time I connect with your help center and the answers are "None are available", "They will reach out shortly".. no one has reached out. Do you not have managers available? This is sounding like a big scam every day that passes, are you able to actually help? As I am exhausted of this horrible service from your company and unfortunately have to report to the BBB as a fraudulent company that you are appearing to be. Please contact me ASAP.