I am being double charged for 2 subscriptions

[smc.collins1977]

I am trying to get a issue resolved where I have been getting DOUBLE BILLED since MAY of 2024, every month I am now being billed for a Fusion legacy subscription and a fusion subscription. 

Who do I contact to resolve this. 

@smc.collins1977 -this post has been edited due to Community Rules & Etiquette violation.

[Warmingup1953]

Now I know how Autodesk were able to offer me 50% off via email today! But seriously where are you located? have you just noticed this overcharge or have you made contact before but without resolution?

[RajkumarIlanchelian]

@smc.collins1977 Our apologies that this is happening. I can certainly bring this to the attention of the backend team but have you contacted our product support team to open a case regarding this? If not you certainly do that and that would be a much faster way to get this taken care of. 

From my end will certainly look into what happened here. Will update the post here when I find out more. Autodesk is in week of rest and hence response will be a bit slow but will certainly prioritize. 

[RajkumarIlanchelian]

@smc.collins1977 While I try to move things inside to find out what happened please do reach out to our customer service team to log a support case. You can post here once you have a support case number too. 

https://knowledge.autodesk.com/contact-support

[RajkumarIlanchelian]

@smc.collins1977 It does look like you did log a case with our support team and we were able to track it. It does look like a new subscription was started for you. Now sure if this was an accidental purchase but the charge was for two difference subscriptions as you called out. IF the intent was not to have the second subscription as a second seat of license etc, we will try to make this right in the system. I do see that the support case was logged yesterday. So we ill that this as a priority. 

[smc.collins1977]

I never started a second subscription, I just updated my card information. why would I buy the same product for 1 seat user 2x ? This make absolutely no sense. fix the issue and credit my account. 

@smc.collins1977 - this post has been edited due to Community Rules & Etiquette violation.

[RajkumarIlanchelian]

@smc.collins1977 We are looking into the support case you have logged. Will update this thread when we have more to share. 

[smc.collins1977]

Hello Sean,

Good day to you.

I wanted to inform you that as checking with the usage reports I can see that you have been used the products for number of days from the past 6 months.

Please find the attached screenshot for your reference.

Thank you for your understanding.

Best regards,

Rohan

Autodesk client service.

--------------- Original Message ---------------
From: Sean Collins 
Sent: 12/23/2024 6:20 PM
To: [email protected]
Subject: Re: Regarding CaseNo:23528899. Chat - General [ ref:!00D3008uIL.!500Kf0XQDPI:ref ]

EXTERNAL EMAIL : Do not click any links or open any attachments unless you trust the sender and know the content is safe.

Show quoted text

You owe me 7 months of credits for over billing, i never purchased a second subscription, i simply updated my card information.

Why would i buy 2 subscriptions for fir 1 user ?

This is insanity

Show quoted text

Hello Sean,

Good day to you.

I would like to inform you that as per Autodesk policy, monthly subscription refunds must be requested within 15 days of purchase. Upon checking your subscription details, I can confirm that both subscriptions were purchased under this email address - . Additionally, our usage report indicates that the products have been actively used over the past six months, hence we are unable to provide you with the refund

Please refer the below mentioned link for more details.

Returns and Cancellations

Thank you for your understanding and cooperation.

Best regards,

Rohan

Autodesk client service

Show quoted text

Let me be crystal clear, i never ordered the second subscription, refund my money. 

This is utter ridiculous 

Sean

Show quoted text

@smc.collins1977 -  this post is being edited to remove PII.

[RajkumarIlanchelian]

@smc.collins1977 I will follow up with our Clint services team on this.  Give me a couple of days as this is a slow time at Autodesk but I should be able to see what we can do here. 

[smc.collins1977]

This is still a ongoing issue and until I am properly credited and or refunded for the double billing issue I am not renewing my subscription. this amounts to nearly $700 in over payment. 

[RajkumarIlanchelian]

@smc.collins1977 As mentioned I have certainly not forgotten about this. It's just talking time as it is the slower time of the year for us due to holidays. Rest assured I am following up on this as a high priority. Will update here as soon as I have an update. 

[piotradamorchowski]

This is intentional. Autodesk knows that nobody will sue them over this. They can always say that it was an "error" and get away with it. Hire a lawyer. 

[piotradamorchowski]

Stop lying and stealing money from your subscribers. You will get sued over this eventually.

[smc.collins1977]

Just credit my account for 6 months and I'm a happy camper, but if this doesn't get resolved shortly, my next avenue is small claims. In the meantime however I'm being deprived access to my files. 

Please make this a top priority for resolution 

[RajkumarIlanchelian]

@smc.collins1977 As I mentioned the holidays are causing the delay and I am pushing it as high priority. 

Curious on what you mean by deprived access to my files. Are you not able to access your files?  (You cannot open them or you cannot even view them? )

[smc.collins1977]

at the moment as I have stopped renewal of my billing information until this situation is resolved, I probably can't export my files to other vendors.

[RajkumarIlanchelian]

@smc.collins1977 Got it. Did not realize that you stopped the renewal. Please go ahead with the renewal so that you are not blocked and I will get the situation resolved as soon as possible. Thank you. 

[smc.collins1977]

you let me know when the situation is resolved. Autodesk isn't in my good graces until this gets corrected. the push back from your customer service team makes me distrust the company. The correct answer was alway, oh, sorry it does look like we accidentally overbilled you, let us please correct the issue with a term of service you already paid for. Versus 

Well because you bought 2 subscriptions with the same login and we aren't refunding. 

that's the attitude your customer service department has been giving me since this issue was brought to my attention by my booker keeper. 

@smc.collins1977 - this post has been edited due to Community Rules & Etiquette violation.

[smc.collins1977]

Customer Support	Tue, Dec 31, 2024, 8:46 PM (16 hours ago)
to me

Hello Sean,

Good day to you.

I am so sorry, we are unable to proceed with a refund for the entire six-month period as initially requested.  As checking our usage report indicates that the products have been actively used over the past six months, please find the usage report for the reference. Kindly confirm if you would like to proceed with a refund for the last month's subscription, so that we will check with our internal team to get the refund.

One attachment • Scanned by Gmail

Customer Support	Tue, Dec 31, 2024, 8:46 PM (16 hours ago)
to me

Hello Sean,

Good day to you.

I am so sorry, we are unable to proceed with a refund for the entire six-month period as initially requested.  As checking our usage report indicates that the products have been actively used over the past six months, please find the usage report for the reference. Kindly confirm if you would like to proceed with a refund for the last month's subscription, so that we will check with our internal team to get the refund.

Latest reply, 

@smc.collins1977 - this post has been edited due to Community Rules & Etiquette violation.

[RajkumarIlanchelian]

@smc.collins1977 I will work on my side to get this resolved for you as soon as possible.