0
Completed

Refund please

Tung Tran 2 months ago updated by Gil 1 month ago 6

I signed up for a trial and it state to authorize the amount of 99.5 USD from my card but then it charged the amount from my card. Please cancel the authorization and refund the amount of 99.5 USD back to my card. My account ID id 7172488,
P/s: I sent 2 email to support@vocalware.com to request this but no reply from you.

Answer

Answer
Under review

Hello -

I am sorry for the inconvenience. I've instructed the transaction be voided - which should free your funds immediately.

This may take a day or two to appear in your online statement.

A few words of explanation - 

We do not charge your credit card when you sign up. Rather we 'authorize' the amount.

We do so in order to avoid storing your credit card information (as some companies do).

It is in our opinion a much safer option - as your credit card details can never be compromised, because we don't have them.

When we perform the 'authorization', we do not hold on to your money - the credit card company or bank may put a hold on it per their policy.

Then after 15 days we perform the billing by initiating what is called a 'capture' transaction referencing the previous authorization. We only do so if you have not deactivated your account, and only then do we get paid. If we do not 'capture' the transaction, the cc company eventually releases their hold.

Given that the authorization has now been voided, you will need to manually purchase streams before the 15 day free trial period lapses, if you want to keep using the product.

Again - apologies for any inconvenience caused by our actions.

Sincerely,

Gil

The Vocalware Team

Answer
Under review

Hello -

I am sorry for the inconvenience. I've instructed the transaction be voided - which should free your funds immediately.

This may take a day or two to appear in your online statement.

A few words of explanation - 

We do not charge your credit card when you sign up. Rather we 'authorize' the amount.

We do so in order to avoid storing your credit card information (as some companies do).

It is in our opinion a much safer option - as your credit card details can never be compromised, because we don't have them.

When we perform the 'authorization', we do not hold on to your money - the credit card company or bank may put a hold on it per their policy.

Then after 15 days we perform the billing by initiating what is called a 'capture' transaction referencing the previous authorization. We only do so if you have not deactivated your account, and only then do we get paid. If we do not 'capture' the transaction, the cc company eventually releases their hold.

Given that the authorization has now been voided, you will need to manually purchase streams before the 15 day free trial period lapses, if you want to keep using the product.

Again - apologies for any inconvenience caused by our actions.

Sincerely,

Gil

The Vocalware Team

Hello Gil,


You said in the feedback email that “This may take a day or two to appear in your online statement.”

And now it is one week and my bank has not received a canceled notification of the authorization from you yet.

Regards

Tung Tran

Hello! 

I checked with billing dept and the transaction was voided earlier in the week (3 or 4 days ago). 

I asked for a reference from them. When I receive it I will send you via email.

If you already see the cancelled authorization on your statement please let me know.

Regards

Gil

Hi Gil,

I would like to know the status of my fund.

Thanks

Tung Tran

Hello!

Here is a screen shot provided by our accounting office listing the relevant transactions in the payment gateway admin.

The authorization was voided on Oct 3rd. Please inquire with your bank or your credit card issuer.

I am sorry about the inconvenience this has caused.

Regards,

Gil