Trying to Cancel and Getting Charged

Help & Support Contact Xcitium
1

I’m wondering if there is anyone from Xcitium that can help me here. I have been trying to cancel my account for almost 3 months. My rep and xcitium support started out telling me they would get back to me week after week but I haven’t heard anything since August 15th which was just another email saying they would get back to me. I have called our rep and left messages and he has not answered us. I have sent emails and he told us his boss would reply but that was weeks ago. I have since been charged 3 times for a product I wanted cancelled. 3 months seems excessive to cancel account and it was shocking to be charged after the fact. I don’t know if anyone has any advice or another way to get ahold of someone at Xcitium or is there someone with Xcitium that can actually give me some answers?

2

hi @jeremy_hTU

could you please share the ticket reference no for the account deletion request raised by you, I will check with the team on your account status and get back to you.

thank you

3

Hi, thank you for replying. My ticket number is 31765. I would appreciate any help.

4

Hi @jeremy_hTU

Apologies for the delayed response,

As i have checked the ticket status , i could see that the contracts team is working with your account manager to initiate the refund for the invoices shared by you and once that is completed they will proceed with account cancellation

Thank you

5

Hi, they have said they are working on it for 3 months (I asked for the cancellation in June) but we have been charged 4 times since. No one has gotten back to us with any real answers and they have not stopped charging us. If I do hear from anyone (which is rare), they just say they are working on it and will get back to me. I’m asking for help beyond them saying they are working on it and will get back to me as 3 months and 4 extra charges is outrageous to me. I can’t get ahold of anyone to answer me including my account manager. I feel passed on every time. Can you please help me?

6

Hi @jeremy_hTU

Apologies for the inconvenience, I have directly reached out to account manager for your account to speed up the approval for refund process and then start with account cancellation , kindly request your patience. I will push the team to work on this.