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Unauthorized Recurring Charges / Subscription Billing Issue

  • April 22, 2026
  • 4 replies
  • 12 views
L

In April 2025, I mistakenly subscribed to this company’s service. I canceled the subscription immediately and sent an email requesting a refund. I have written records confirming that I rmade mistake and requested a refund at that time. The service was never used.

Despite my cancellation, I did not receive a refund last year.

More concerning, in April 2026, I was charged again for the same subscription. This indicates that either:

  1. My original cancellation was never properly processed, or
  2. My subscription was reactivated without my consent

I contacted the company to resolve this issue, but they refused to address my concerns and declined to issue a refund for the recent charge.

This appears to be an unauthorized charge for a service that was canceled and never used. I have documentation supporting my cancellation request and refund request from last year.

Resolution Requested:

  • Full refund of the most recent unauthorized charge
  • Confirmation that my subscription is permanently canceled
  • Investigation into the company’s billing and cancellation practices

 

    4 replies

    SamB
    Community Manager
    Forum|alt.badge.img+11
    • SamBCommunity Manager
    • Community Manager
    • April 22, 2026

    Hi there ​@lis 👋

    Sorry to hear of the unexpected charges. We’re not able to assist with any billing or account related issues here in the Community, but I can see that you’ve already reached out to our Support team and they’re assisting you on this. If you can’t see their latest reply in your email inbox, I’d recommend searching your spam/junk folder or searching your inbox for any emails from zapier.com in case it’s been misplaced. 

    Let us know if there's anything else we can help with in the meantime 🙂

    L
    • lis
    • Author
    • New
    • April 22, 2026

    Your response in email stating that you are “not able to continue the conversation” is not an acceptable resolution. Directing me to my bank does not remove your responsibility as the merchant who processed the charge.

    I am requesting the following:

    • Immediate refund of the most recent charge
    • Investigation into why my cancellation request from last year was not honored
    • Written confirmation that my subscription is fully canceled and will not be billed again

    If this matter is not resolved promptly, I will proceed with formal complaints through:

    • My bank (formal dispute/chargeback)
    • Better Business Bureau
    • Federal Trade Commission
    • My state’s consumer protection office

    I have retained documentation of my cancellation request and prior communications and will provide these as needed.

    I expect a proper resolution rather than closure of this issue without action.

     

    SamB
    Community Manager
    Forum|alt.badge.img+11
    • SamBCommunity Manager
    • Community Manager
    • April 23, 2026

    Sorry to hear that the Support team weren’t able to issue a refund ​@lis. 

    I had a look into the conversation with our Support team and can see they were able to remove the payment method from your account which should help prevent any future charges. But I would also recommend that you downgrade your account to the Free plan. We’re unable to change your account’s plan on your behalf, so you’d need to carry out that change.

    We have instructions on how to change your plan here: Upgrade or downgrade your Zapier plan. 

    Let us know if you run into any issues with the downgrade.

    L
    • lis
    • Author
    • New
    • April 23, 2026

    Your system prevented us from making any changes, even after the payment was already taken on the 20th. Please see the attached screenshot as evidence.

    I have documented everything, including timestamps and dates. These records clearly show that your system continued to charge us without our consent and restricted our ability to manage or stop the subscription.

    This raises serious concerns about how your system handles user cancellations and billing controls. We expect this issue to be addressed promptly, along with a full refund of the unauthorized charge.

    Terms & ConditionsAccessibility statement