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Platinum membership not renewed after payment
Thread poster: Mary McCusker

Mary McCusker  Identity Verified
Local time: 15:13
German to English
+ ...
Oct 25, 2004

Last week (Oct. 19.) I renewed my platinum membership via paypal - or so I thought. I received confirmation from paypal, but continue to receive renewal reminders and now expiration notices from proz and do not have platinum membership benefits. I have sent several emails to proz (no response) and even called (answering machine, no response) and am running out of options. Has anyone had this problem or could anyone provide suggestions on what to do? Thanks in advance

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Ralf Lemster  Identity Verified
Germany
Local time: 21:13
English to German
+ ...
Submit a Support Request Oct 25, 2004

Hi Mary,
Use a Support Request instead of e-mails - go to the Support section, and select the billing option.

HTH, Ralf


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Mary McCusker  Identity Verified
Local time: 15:13
German to English
+ ...
TOPIC STARTER
Already done that Oct 25, 2004

I already did - days ago - and received no response. I guess I could try again, but I wonder if it's worth it since I receive no response. I've even sent copies of the paypal receipt. Any other ideas?
Thanks


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gianfranco  Identity Verified
Brazil
Local time: 16:13
Member (2001)
English to Italian
+ ...
We have received your Support request Oct 25, 2004

Dear Mary,

we have received one support request dated 22 Oct (Friday) and we have it logged and forwarded to the Admin staff.

Please allow for a few days to process the payment. Thank you.

Gianfranco


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Mary McCusker  Identity Verified
Local time: 15:13
German to English
+ ...
TOPIC STARTER
Perhaps there is a broader question here Oct 25, 2004

Many thanks for the response, Gianfranco. I wrote initially to Proz staff on the 21., then to the payments person (Cathy) on the 22. along with the support request. This is the first response I've received.
Maybe this will be sorted out at some point, but I am wondering why this has happened at all? In the past I have always renewed using a credit card and renewal was almost instantaneous - is there normally a delay with paypal that perhaps users should be aware of or has something simply gone wrong? Many thanks for your input.
Mary


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Jason Grimes
Local time: 15:13
SITE STAFF
Paypal normally immediate, but sometimes delayed Oct 25, 2004

Hi Mary,

Paypal payments are normally processed immediately, but sometimes there is a delay before Paypal notifies us of a payment. Paypal also delays the approval of "echeck" style payments, although I don't know if that's what happened in this case. I have extended your platinum membership for two weeks while this gets sorted out. The ProZ.com billing department should get back to you shortly.

Best regards,

Jason


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