Unprofessional Customer Support Experience - Billing Issue Unresolved

[asimshahmad1]

Hello Shopify Community,

I’m reaching out to share a recent experience and seek advice on how to get my billing issue resolved.

I am being asked to pay a significant fee ($548.80) for a subscription I did not intend to continue. I initially reached out to Shopify support the day I was first charged, before the trial ended. I was assured the issue would be directed to the app provider (AutoDs), but I have since been unable to receive any meaningful support or response from them.

After explaining this to a Shopify Support Advisor, the response was not only unhelpful but also unprofessional. My store remains locked despite my ongoing Shopify subscription, preventing me from running my business. Here are some concerning responses from the chat transcript:

• The advisor repeatedly asked why I installed the app in the first place, placing the blame on me.
• When I requested to speak to a supervisor, the advisor responded with dismissive and sarcastic remarks instead of connecting me to another representative.

I am posting this here in hopes of receiving advice from other members and, ideally, attention from a Shopify representative who can help expedite this issue.

Thank you in advance for any guidance or support.

Asim

####CHAT TRANSCRIPT######

03:46 Lloyd (Support Advisor): Hi, this is Lloyd, your Shopify Support Advisor!

03:46 User Connection Message: User has connected

03:46 System: An advisor has joined the chat

03:47 Asim Ahmad: Hi I am again being asked to pay $548.80 for Bill ########

03:47 Asim Ahmad: i never used their service i even contacted you on the day they first charged me before the trial ends

03:47 Asim Ahmad: i didn't even use their service

03:48 Asim Ahmad: i contacted shopify before for that and you guys said i will have to talk with the AutoDs but they dont even reply

03:48 Lloyd (Support Advisor): I see.

03:48 Asim Ahmad: You can see my previous chat as well.

03:51 Lloyd (Support Advisor): I will reach them out on your behalf via email and will going to ask them to remove the pending invoice.

03:51 Lloyd (Support Advisor): Before escalating this one for you is there anything else you want me to tell theme?

03:51 Asim Ahmad: But how long this is going to take? i can't even use my Shopiyf

03:51 Asim Ahmad: I want to run the store its locked

03:52 Asim Ahmad: i paid for whole year subscription and bought $400 theme

03:52 Lloyd (Support Advisor): do not worry as I will adjust your priority to HIGH so that this will be addressed as soon as possible.

03:52 Asim Ahmad: can you please open my store as. well right now so i can start working on it

03:52 Lloyd (Support Advisor): I understand and agree with you do not worry I will handle this one personally

03:52 Asim Ahmad: so you are going to open my store right now?

03:53 Lloyd (Support Advisor): Unfortunately an escalation will going to be done first

03:53 Asim Ahmad: but why my store will have to stay locked if it not even my fault?

03:53 Lloyd (Support Advisor): after the escalation, after all the processes you will going to gain access to your store.

03:53 Asim Ahmad: are you guys going to compensate me for the time the store will be locked?

03:53 Lloyd (Support Advisor): Then why did you install the app?

03:53 Lloyd (Support Advisor): It seems that you are blaming it to us

03:53 Lloyd (Support Advisor): you are the one who installed it and you are saying like it is our fault?

03:53 Asim Ahmad: i installed the app and deleted it next day

03:54 Lloyd (Support Advisor): On the first place why did you installed it?

03:54 Lloyd (Support Advisor): See?

03:54 Asim Ahmad: yeah but it was tried and i deleted before the trial end

03:54 Lloyd (Support Advisor): In Shopify all works prepaid not post paid you should have known that

03:54 Lloyd (Support Advisor): the main point is you installed the app.

03:54 Asim Ahmad: okay you dont even know how to to speak with your customers

03:55 Asim Ahmad: can i talk to you manager?

03:55 Asim Ahmad: i dont want to talk with you anymore please call your supervisor or manaher

03:55 Asim Ahmad: manager*

03:55 Lloyd (Support Advisor): Then please understand the situation as well because it seems that you are pushing that you are the right one

03:55 Asim Ahmad: so you are saying i am wrong?

03:55 Lloyd (Support Advisor): if there is a supervisor then you can get one if.

03:55 Lloyd (Support Advisor): Are you feeling that you are wrong?

03:56 Lloyd (Support Advisor): Do you feel?

03:56 Asim Ahmad: can't believe someone is talking to me like that

03:56 Asim Ahmad: i already said i dont want to argue with you who have no idea how to deal with a client

03:56 Lloyd (Support Advisor): I am here helping you out. I am looking for all of the alternative resolution just to resolve this one for you

03:57 Asim Ahmad: but i dont want to talk with you since you seems not customer friendly

03:57 Lloyd (Support Advisor): all you need to do is to be patient and wait until all things are being resolved

03:57 Asim Ahmad: please transfer me to your supervisor

03:57 Asim Ahmad: INSTEAD OF TELLING ME TO WAIT, PLEASE TRANSFER ME TO YOUR SUPERVISOR

03:57 Lloyd (Support Advisor): Alright. Please keep an eye on your email regarding this while I escalate this one for you

03:57 Lloyd (Support Advisor): bye for now

03:57 Asim Ahmad: You can't leave the chat like that

03:57 Lloyd (Support Advisor): There is no supervisor available and if there is the resolution will be the same

03:57 Asim Ahmad: thats so unprofessionaol

03:58 Lloyd (Support Advisor): bye for now

03:58 Asim Ahmad: excuse me???

03:58 Lloyd (Support Advisor): You don't know how happy I am serving and helping you out! 🙂

03:58 Asim Ahmad: please transfer me to someone else

03:58 Lloyd (Support Advisor): I wish there would be a lot of merchants like you

03:58 Lloyd (Support Advisor): You are so adorable

03:59 Asim Ahmad: whats wrong with you?

03:59 Asim Ahmad: can you please transfer to someone else instead of wasting my time

03:59 System: Chat ended by advisor

[Kruseartstudio]

I Have been having the same issue! I did not want to have the pro pos plan and I cancelled my subscription...I got charged for it. I talked to a adviser and they said they will get it fixed... It has been three days. Nothing has changed my bill is $948 not including the website subscription. if you get a solution for your problem let me know.. lol