Hi, I was in the middle of a conversation with Kor that was closed even though it wasn’t finished. I’ve been trying to get the thread reopened for a couple of weeks, but without any success.
At the same time, a thread from another account became visible in my support area. That’s very concerning!
The german thread disappeared after a day or two, which is very concerning for us and potentially for your other customers. The thread contained questions from a German customer and your replies, and its removal raises additional concerns.
Thank you for your responses to our questions — we appreciate you taking the time to reply. However, we feel that you are not willing to compensate for the incorrectly used funds and the withdrawn amounts. These transactions are currently being reviewed by our accounting team.
Combined with the missing security measures, this situation is troubling.
As a result, I have a meeting scheduled with our technical director to discuss the possibility of closing the account in the near future.
Regarding the German thread that appeared in your account, this was not intentional and appears to have been a temporary system glitch. The thread disappeared automatically after a day or two, which seems to be a rare occurrence. I understand how unsettling this can be, and I will follow up with our technical team to investigate further and help prevent this from happening again.
Please be assured that this issue does not indicate a security breach and did not result in persistent exposure of customer data. That said, we take your feedback and concerns seriously.
We truly value your business, and if you’re open to it, we’d be happy to continue the conversation and address any remaining questions transparently.
Thank you again for your patience and for bringing this to our attention.
Did you already connect us with Mercedes? We haven’t heard anything yet, and in the meantime we’ve received the message below from WPML about a failed payment for automatic translations.
"WPML
Hi Casper ,
We attempted to charge you for automatic translation usage on hidden link, but the payment didn’t go through.
To resolve this and continue using automatic translation:
Go to your site’s WPML Translation Tools page to pay your outstanding invoice and update your payment method if needed.
If this issue isn’t resolved soon, automatic translation will become unavailable for this site.
If you have questions or need assistance, please don’t hesitate to contact our support team.
Best regards,
The WPML team"
That surprised us a bit, as we’ve already been billed under invoice numbers #17716663 and #16574046, and we still haven’t received a clear and complete bookkeeping overview for all amounts withdrawn from our account.
Given this, could you ask Mercedes to reach out to us directly so we can go through the remaining issues and get everything aligned? We’d really like to close this properly and avoid any service interruptions.
Thanks for your reply. I've just sent another notification to her, and she will follow up with you as soon as possible. My apologies for the inconvenience and the delay.
HI!
This is Mercedes from the WPML Admin team. I sent you an email about this on Friday, Jan 30th. Can you please check your spam filters?
It was sent from hello@wpml.org
I’m afraid I haven’t received your previous email — not even in the spam filter. Did you send it to contact@fueled-by-coffee.com?
In any case, we can continue the conversation here.
In short, we would like to end our collaboration and close our account. We have used the software for a year or two. The quality has generally been fine, and we’ve appreciated the service.
However, in recent times we haven’t used the product very much, while the costs have remained relatively high. Our technical team calculated that the price per article in some cases reached around €10 per article. From what we can see, this appears to have happened because the system billed the same articles multiple times and, in some cases, double-charged our bank account. We received a small compensation (around €5), which didn’t really reflect the scale of the issue.
Additionally, there were instances where other customers’ private conversations appeared in our account, which was concerning from a privacy standpoint.
That said, we don’t want to dwell on complaints — we would simply like to close the account properly.
We can see that there is currently a €6 charge being processed. Given the issues described above, we hope you can clarify this and advise us on the correct process to terminate the account fully.
Could you please confirm the necessary steps to close the account and ensure no further charges occur?
Hi Mihai, nice to meet you too — and yes, it’s good to handle it here since we’re not using that email address.
Let’s take it step by step:
Automatic renewal
We’ve cancelled the automatic renewal on our side. Can you please confirm that the WPML subscription now shows Renewal: Off / Cancelled and that no future renewal charge will be made?
Refund for WPML subscription
We don’t want to use WPML anymore, so please go ahead and process the refund for the last subscription payment (Order ID: 17716663) and let us know the exact refund amount and how you calculate it (full vs. partial, fees, etc.).
Pay-as-you-go (PAYG) deactivation + the €42 charge
Can you also confirm that Pay-as-you-go is fully deactivated on the account so no further automatic translation charges can occur?
Also, we’re surprised by the €42.45 for hidden link
— it seems very high for just a few articles.
Could you please explain what this amount is based on, for example:
how many words were translated under PAYG,
which languages were used,
whether it includes multiple translation runs, retries, or updates,
and a short usage breakdown (dates + credit/word consumption)?
Once we have that breakdown, we can understand and close everything properly.
I have processed a full refund for your WPML.org subscription. Once a refund is issued, any previous automatic renewal approvals are overwritten and disabled, so there's no risk of renewal occurring again.
Regarding the PAYG, the subscription is currently canceled, but I think it is canceled due to the two unpaid invoices.
Regarding usage, you can find the Automatic Translation Usage Report in your site's backend at:
WPML > Translation Dashboard > Tools > Payment and settings > Automatic Translation Usage Reports.
I hope this information is helpful.
Please feel free to ask if you have any questions.
The topic ‘[Closed] Conversation with Kor’ is closed to new replies.
