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Complaint Details
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Initial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Our sync has not worked since November 2021. We were notified of payment was due so I thought it was due to the non payment. I replied to the email about the payment, and never received a response. I tried contacting again via email but again no response. I found on the website that there was NO email support. So I followed instructions on your website to try and fix the problem but without any success. I tried chat and all ways to contact your company but could not gain ANY assistance with why our service no longer worked. I find out from Foxycart the vendor we needed to sync the transactions from that you no longer support them. It has taken us this long to locate the issue because of staff sickness and shortage, and we have very few transactions per month, around 4-5 that processes this way. We did not receive any notification of this termination in service nor a price increase to almost double of what we were paying. All in all, we have been paying $119 per month starting 10/27/2021 for service that STOPPED work with no notice and NO notification from your company of the price increase. Foxycart told us that you had stopped supporting with no notice as well.We are therefore asking for a full refund from the time we were billed for no service from 10/27/2021-3/27/2022. I have tried to contact you through your website, but there is no billing support to even contact you.Customer response
04/30/2022
I have not heard from the business in response to my complaint.
Business response
05/04/2022
We are very sorry for any inconvenience this may have cause. We made some changes in our Support Policy and also
in our Pricing and Plans. We also have Email Support Only at this time, however Billing can usually be contacted by Phone
by pressing Option 2 and you are able to leave a voicemail if no answer. We try help our customers the best we can and
have not changed our policies or pricing since we started.
We will be refunding your payments back to the credit card on file.
Thank you,
Initial Complaint
03/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We renewed this product in October 2021. Originally they were responsive to our support issues, but I've been trying off and on for the last 2 weeks to get support for the product without any response from the company. I also left a message on their voicemail.Business response
03/22/2022
In looking at your account, seems that you have been submitting support tickets on the wrong site. Which is why you did not receive a response.
Sorry about that. For future reference:
Please submit a support ticket using the following method:
1. Login to Connex
2. Click Help > Submit a ticket
3. Fill out the form
Thank you!
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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