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I would like to formally lodge a complaint regarding my account billing.
Last year, I went through your automated process as I needed to increase the number of envelopes available on my account. However, without my knowledge or clear explanation, my account was upgraded to two seats. As a result, I have been paying double the expected amount since then.
As a small business, these additional charges have had a significant impact. I only required more envelopes and did not request or intend to upgrade to two seats. Unfortunately, when I recently contacted your support team to request a refund or even a partial refund, the assistant I spoke with was unable to assist.
I also find that your pricing structure and processes are not transparent. I have never been able to get clear guidance on how to maintain a single seat while increasing the number of envelopes, which has made it very difficult to manage my account appropriately.
I would appreciate this matter being reviewed and for you to consider issuing a refund or partial refund for the additional charges. I would also like clear instructions on how to ensure my account remains on a single seat while adjusting envelope limits if needed, as I am the only person in the business.
I look forward to your response and a resolution to this issue.
Kind regards,
Karen
