I’ve been a paying customer for a service and recently attempted to add a different plan to my account. The upgrade process was unclear and misleading — I thought I was selecting an option to add the new plan, but instead, it merely extended my existing subscription, which I had just renewed. The support team has been very inflexible. Even though they acknowledged that merging plans isn't supported, they allowed me to proceed with a purchase flow that provided no clear warnings. They then refused to rectify the issue, stating that subscription changes are "irreversible," despite the fact that their interface created the problem. I was given an odd workaround that doesn’t align with the current interface — the suggested option to explore other plans was nonexistent where they indicated it would be. The system is clearly not user-friendly, and the support agents seem unable or unwilling to resolve basic billing problems. I expected much more from a company that emphasizes transparency and privacy. This entire experience feels contrary to user-centric design. I’m still awaiting a proper resolution (case 4258864). Until then, I cannot recommend this service to anyone seeking flexible and transparent options. Overall, quite disappointing.
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