Web
Horrible customer service
Horrible customer service. My Credit card expired and I tried to update multiple times but site justs get stuck after I submit. I tried to submit requests for a live person to call me but did not get any response and continued to get daily notices that my subscription was going to get cancel. I finally received note that from someone that that said that they ran the card manually and it works. I never received a response to any of my notes and never got a call from anyone.
Response from TermlyNov 14, 2024
Hi, Thank you for your review. I sincerely apologize for the frustration and inconvenience you’ve experienced with updating your payment information and the lack of communication from our team. I understand how frustrating it can be to deal with technical issues while trying to keep your subscription active, and I truly regret that we didn't provide the level of service you deserve. I’m glad to hear that the payment was successfully processed manually. However, I understand that the process should have been smoother, and I would like to provide you with some explanations. When a payment is made, it goes through some layers of security. The payment will get declined if at least one of the security measures was not met. This is not in our control, unfortunately. We are working closely with the payment gateway to make the process more user friendly. I also regret that we did not respond to your requests for a live representative in a timely manner. This is certainly not the experience we aim to provide, and I have escalated this matter to ensure that we improve our response times moving forward. I’ve confirmed that your subscription is now active and there are no issues with your account. I can also see that your payment details are updated to reflect the new information. Once again, I apologize for the trouble this has caused and appreciate your patience. If you have any further questions or need additional assistance, please don’t hesitate to reach out to us. Thank you for being a valued customer. We truly appreciate your understanding. Regards, Shravan, Termly