[HH#408275] Monthly Payment Occurring Twice

[HelioHost]

VPS number: 29, VPS ID: 460

Username: Schmid
Domain: vps29.heliohost.us

Hello,
I have noticed I've been getting two automatic payment emails a month from
Paypal for my VPS, though I have the receipts in my email, they do not show
up on my PayPal activity.

For the time being I have cancelled my automatic payments however, I would
like to confirm if I have indeed been getting charged twice, and if this is
the case would I be able to get a return on these extra charges?

The dates I was charged around when this started:
2024, February 2nd
2024, February 7th
2024, February 28th
2024, March 2nd
2024, March 28th

Recently, but failed:
2024, April 12th

[Krydos]

Sorry about that. It looks like your original subscription was supposed to bill on January 28th, but it didn't go through. After 5 days of failing to go through we sent a late payment notice on February 2nd and you set up a new subscription. Then for some strange reason the original broken subscription managed to bill again on February 7th which is 11 days late from when it was supposed to go through. Usually when a subscription like this breaks and someone sets up a new subscription the old one gets canceled, but that didn't happen this time somehow.

Unfortunately, it looks like you canceled the wrong subscription because the second subscription was supposed to bill 10 days ago, and it hasn't gone through yet so it's probably broken now too. The original subscription has been working fine for the last couple months though until you canceled it.

So, you've paid us for 12 months, and you've had your VPS since 2023-05-28. I don't mind giving you a refund if you want, but as long as you aren't planning on canceling your VPS in the next 47 days, why don't we just cancel both subscriptions, set your expiration date to 2024-05-28, and when that date arrives we'll send you an email with a link to set up a new subscription. Does that sound ok to you? Also, sorry again for the messed up billing. We've been using PayPal to do our VPS subscriptions since 2017 I believe and this has never happened.

[Krydos]

Also thanks for noticing this billing error. It definitely wasn't our intention to double charge you.

[HelioHost]

Lets go with 2024-5-28 instead of the refund. Thanks

On Fri, Apr 12, 2024, 3:50 PM HelioHost Support
wrote:

> Sorry about that. It looks like your original subscription was supposed to
> bill on January 28th, but it didn't go through. After 5 days of failing to
> go through we sent a late payment notice on February 2nd and you set up a
> new subscription. Then for some strange reason the original broken
> subscription managed to bill again on February 7th which is 11 days late
> from when it was supposed to go through. Usually when a subscription like
> this breaks and someone sets up a new subscription the old one gets
> canceled, but that didn't happen this time somehow. Unfortunately, it looks
> like you canceled the wrong subscription because the second subscription
> was supposed to bill 10 days ago, and it hasn't gone through yet so it's
> probably broken now too. The original subscription has been working fine
> for the last couple months though until you canceled it. So, you've paid us
> for 12 months, and you've had your VPS since 2023-05-28. I don't mind
> giving you a refund if you want, but as long as you aren't planning on
> canceling your VPS in the next 47 days, why don't we just cancel both
> subscriptions, set your expiration date to 2024-05-28, and when that date
> arrives we'll send you an email with a link to set up a new subscription.
> Does that sound ok to you? Also, sorry again for the messed up billing.
> We've been using PayPal to do our VPS subscriptions since 2017 I believe
> and this has never happened.
>
> You may view the status of your ticket by visiting:
>
> https://helionet.org/index/index.php?showtopic=59901
>
> Thank you,
> HelioHost support
> https://heliohost.org/
> https://helionet.org/
>
>

[Krydos]

Sounds good. I confirmed that both subscriptions are canceled and shouldn't bill you again. On May 28th you'll receive an email with a link to renew your VPS. Thanks for using our VPS service.