I have a billing issue

[Ilisapeci Yoshina]

The NING PRO PRICING PLAN I know is the one on PRINT SCREEN. I'd like to know why I have been charged $602.85 for this year's price.

 

[Eric Suesz]

If you have any billing-related questions, we have a billing number you can call at www.ning.com. Or, shoot us a ticket. We'll look into the details. I'm not really able to handle billing-related inquiries here on Creators because it is a public space and billing inquiries almost always involve the sharing of personal information. 

[Ilisapeci Yoshina]

I have 2 reasons for posting this here:

 

First, I called your billing department and the lady who answered the phone said she can’t promise me how you’re going to handle this issue.

 

Secondly, I have tickets submitted last year regarding some problems on my network. Until now, the problems are still there. They were never solved. 

 

[Eric Suesz]

I can follow up on your tickets if you want to share those ticket numbers with me, but I can't handle billing requests. 

[Ilisapeci Yoshina]

The ticket numbers are:

1. 00600977
2. 00534613

[Eric Suesz]

Okay, I did some digging on these two tickets: 

00600977: This one wasn't reported last year as you indicate. You reported this one two days ago, and we've been responding back to you regularly. You're seeing some sort of virus on your network (?), and our team responded asking for more info. They still need more info to go on if you can provide that. We have seen no evidence of any malicious code and have checked your site out with diagnostic tools. Sometimes people have browser plug-ins that can be mistaken for viruses. Could be the case here. You'll want to provide additional info like a screenshot. We don't see any issue here, but if you can show us more we can keep trying. 

00534613: This one was reported in October of last year. You reported some issues with signing up because of an invalid date of birth message. It appears we went back and forth and asked for a screenshot, but I don't see any further activity. This ticket was eventually closed because we never heard back from you. However, you can always just respond back and that will reopen any ticket, even if it was closed a long time ago. 

I'm sorry that you're having trouble, but I don't know if I can help with these issues without having more information like a screenshot or a more detailed report. It appears that some of these issues might just be related to your browser. 

Did you call our team? They are on the phones right now and can help you switch your plan or take care of a billing issue or cancel or whatever else you need done. 

[Ilisapeci Yoshina]

00600977:   If you dig further you’ll find this is not the first time I bring this problem to your attention and if you dig further more this is what you’ll find, I have print screen it for you.

 

 00534613: As for this problem, I thought a one sentence error message shouldn't require a screenshot but I screenshot it for you if it will help you to solve the problem. This error message appears after I click the Save button on my profile page. Since then, I haven’t been able to edit my profile.

 

[Eric Suesz]

Okay, that is great to know for the first issue. Thanks for that screenshot. Huge help. Do you use Scripts4Ning? I am betting that is the issue here. Check out Aaron's response here. I'm going to deactivate the Chat Tube piece of S4N. That's your issue. I don't recommend turning it back on again. 

For the second issue, we may need you to tell us the exact birthday you are entering. You will probably want to do that privately via our team.

[Ilisapeci Yoshina]

Thank you Eric

You are welcome. S4N codes were removed from my network else I could have deactivate it long ago. Yes, please go ahead and deactivate that Chat Tube.

As for the second issue, when you say privately, do you mean I should submit a ticket?

[Eric Suesz]

For the birthday issue: You can just reply to the ticket you already opened. We'll get the message and do some more troubleshooting. Maybe it's just a simple issue of a birthday format being off? You're entering a birthday that shows you as over 13 years of age, yes?