How can I stop Ad roll app from unauthorized deductions?

[Cr_mate]

Hi guys, 

Need a serious help, there is an app called Ad roll, I subscribe them few days ago and delete the app on 21st of sept but from past few days they are deducting money from my account again and again till now they have deducted $194 and when I approach them they are saying that they have  run an ad, moreover I didn't told them to run any ad, first they deducted $100 on 26th of Sept then on 3th Oct and then today again 10th Oct, I don't know what to do know Shopify is saying that they are sending them  messages and they are saying they cant do anything its  3rd party bullshit, the problem is they have my card details now and they are deducting the amount again and again, what should I do now ?

They are violating the law to keep the card details after customers remove their app?

No one is supporting at this time, kindly need a urgent help.

Thank you.

 

 

 

[Maz]

Hey, @Cr_mate!

I appreciate you reaching out about this and understand it is not the most ideal situation to be in.

I can see the transactions and the support interaction you shared in the screenshots.  In regard to our support, can you tell me if they have reached out to the app developers on your behalf, or what is the next step they gave you? I want to assure you that we do take action on Partners that receive negative feedback, so thank you again for letting us know. Just to note, Shopify can’t guarantee a resolution to the situation, or take sides in the dispute.

If you have opened a ticket about this, then the next best thing to do is wait for an update on that ticket, as we cannot access accounts from the forums here ourselves. I hope this helps, but do let me know if you have any other questions!

[Cr_mate]

Ok,  so you're saying that Shopify cant guarantee to resolve this serious issue, what you are doing right now is showing the way to others that anyone can launch an app on Shopify store and take someone's personal bank card information and do whatever they want with it and not delete it as per the law after removing their app from the store because Shopify stance on this issue is that they are third party company and can do whatever they want, Shopify is not responsible for transparency at all to its store right?

Moreover from past 7 days your customer support agent are saying to me that we are contacting them and they are not responding to Shopify team and they are 3rd party app and we cannot do anything, if they did nothing wrong why are not they replying to you and me then?

 At least make your decision that either they are right or me so that I can go to the next step and let the court decide who is right and who is wrong?

[Cr_mate]

@Maz 

[Maz]

Hey @Cr_mate!

Thank you for providing some extra context surrounding your issue with this partner. Security is paramount here at Shopify, and due to the sensitive nature of what we are discussing and this being a public forum, it is best we move this conversation to our support channels. Please create a Support Ticket and document how you believe the partner may be violating our terms of service. You can find the agreement here.  Our team will then take the next necessary steps to help you find a resolution with them. Any legal discussions can also be looked at. 

[Cr_mate]

Hi @Maz,

I have left with no option to post here since you guys are not resolving this issue from past 10 days as of now, ticket is  33359340  which is been open since then, you guys didn't even give a proper effort to resolve this issue, the chat agent that created the ticket on Oct 4th didn't even follow up with the app management, you are just buying the time& no reply of any sort, I am following up with your chat support every 2nd day and I have a proof of it that agents were saying that Ad roll team is not replying since then. Kindly look into the Ticket I have mentioned here.

Thank you.