The service failed to implement a downgrade they clearly agreed to. As a long-term client on a premium plan, we requested a downgrade after assessing our usage, primarily due to incomplete services, including a branded app that was never finalized. This downgrade was discussed and confirmed several times in meetings with our account representative, with a specified effective date of November 19. However, the downgrade was never executed. As of December 24, we are still being charged the higher rate. We were informed that the downgrade couldn't be processed because the service was awaiting responses to older emails, despite the downgrade and date being agreed upon in live discussions. Consequently, we are compelled to pay for additional months that were never authorized, solely due to the service's internal delays. We were also told that a refund would be considered once we finished gathering supporting information, which we are still doing. Nevertheless, this should not have delayed the downgrade itself. This experience has been incredibly frustrating and has raised significant concerns regarding the service’s billing practices and their follow-through on contract changes.
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