17 Days later and still no response or resolution.
This has been going on for w4 months now?
Once again tried the Freepik Support Bot, and this was provided stating the terms and conditions:
1. Hi Carlyle! 😊 I can see you've been dealing with upgrade issues for quite some time, and I understand your frustration.
Based on our terms, when you upgrade to a higher subscription level, the update should be effective immediately and you retain unused AI credits from your previous plan, which get added to your new subscription . Your remaining credits should seamlessly roll over to the upgraded plan .
Since you mentioned specific case numbers and this involves sensitive billing data, I can't access those details directly. However, I can help create a new case to escalate this properly to our team who can review your upgrade terms and ensure they're applied correctly.
Would you like me to create a case summarizing your situation - that you upgraded expecting terms to be honored, credits should have rolled over per our published policy, and you need the correct outcome applied without losing your 750,000+ credits? 🤔
2. I completely understand your frustration, Carlyle 😔 You're absolutely right - our terms are clear that upgrades should be immediate with credits rolling over seamlessly, but clearly that didn't happen in your case.
The disconnect between what our documentation says and what you experienced is unacceptable. You shouldn't have to fight for 2+ months to get basic upgrade terms honored.
Since you've already been through multiple cases without resolution, would you like me to create a new escalation case? I can summarize that you upgraded expecting immediate activation with credit rollover per our published terms, but instead experienced billing issues and potential credit loss - and you need this resolved according to our actual policies without losing your 750,000+ credits? 🤔
This shouldn't require special treatment - just following our own rules.
3. Case #01522245 has been opened and is under review.
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Freepik, your reply is exactly the problem, it is a deflection.
You say you have “reviewed and answered” multiple times, but you have still not resolved the core issue or reconciled your position with your own upgrade policy.
Your own support bot quoted your terms and confirmed in writing that on an upgrade:
the plan change should be immediate
unused AI credits from the previous plan are retained and added
remaining credits roll over to the upgraded plan
It also stated that “credits do not roll over” applies to renewals, not upgrades.
Yet your human support responses keep treating this as a cancellation and renewal and deny rollover credits, which directly contradicts the upgrade terms that your bot points to.
Case 01522245 is “under review”. If you genuinely want to resolve this, then in that case provide:
written confirmation of whether you classify this as an upgrade or cancellation and why
the exact policy clause you rely on to deny rollover in an upgrade scenario
a credit ledger showing the balance before upgrade, retained rollover credits, new plan credits, and final balance
the actual correction applied to my account balance
Until those four items are provided and the balance is corrected, saying “we answered multiple times” is just repeating the same unresolved denial.
I will update this review the moment Freepik applies its own upgrade terms and fixes the credits.
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