by Chris » Sun Jun 13, 2010 9:08 pm
Matt, I sincerely apologize for any difficulty you've had reaching us. I'd like to focus on fixing the subscription first and then hopefully you can help us figure out why your incidents were never received (I searched for the e-mail address you registered on the forums as well as for your name in our support portal with no luck).
PayPal will not let us issue a refund for a payment after more than 60 days, and yours was received on March 19th. There are 3 ways we can still fix the subscription:
1) Let the currently paid subscription be a "1-year purchase" and create a new subscription after it expires. If you choose this option, I can toggle your account back to subscription status and the system will auto-disable it after the year elapses without renewal (because recurrences were canceled via PayPal).
2) Create a new subscription, pay for the first year, and then let me issue a refund for that subscription within the allowed 60-day period. The difference between this subscription and what your current status is that we will NOT cancel the new subscription's recurring payments (only refund the initial year's payment for that subscription).
3) Same as option 2 except instead of issuing a refund for the new subscription, I can send a payment to you via PayPal. This would be easier on our end, but I would not recommend it unless you already have your PayPal account linked to a personal bank account for easy transferal of funds.
Let me know how you'd like to proceed and I'll make sure it's taken care of.