Hello,Jesse,👋 Thank you for contacting Wix Customer Care. My name is Alex and I will be happy to help you today. How are you?
Hi Alex I am asking for an update on my escalated case the rep emailing keeps asking me the same questions over and over again. Can you please take a second to review my case and help them all info is clear noted on this case and live chat seems to be the only team willing to do their jobs and read through them
I need a refund for all charges I sent previously which i include time date name invoice number first 6 and last 4 of my credit card
I am extremely sorry for all the problems you’ve been facing lately with our product. Let me take a look
I do not wish to repeat any info I would like wix team to take the time to read and not ask the same questions your wix team is non responsive they have tried to close this case with no resolution and respond with sorry we will provide an update which only starts the case over with the same questions
I am working and will not be able to check this chat please do not leave.
before ending this chat I need
1. timeline for when wix will process this refund and when I can expect it in my bank
I do apologize! I do see your account was attacked, and someone changed your log in info and made some purchase. To be honest, this is out of my scope.
2. when will my domain pixelmingos.com be returned to my possesion.
I will transfer the chat, so another expert from the billing team will be able to assist you further.
This might take a few minutes. Thank you.
thank please ask them to review this chat and previous ones all info needed is included I will be workling and will do my best to stay active here
please do not end this chat until those two questions are answered fully
are you able to transfer this info to your billing team? or will I need to repeat myself ?
No, worries! I have shared that information now
Chat was transferred
Alex left the conversation
Eugene joined the conversation
It’s Eugene here
Hope you’re doing fantastic
Jesse, I can see that my colleagues from the relevant department have emailed you asking certain questions
Please, reply to that email properly providing them with all the information they have asked for
They’re in the middle of investigation, and they need all the information. That’s why there might be some questions they need to double-check with you
I have answered all questions
I have pprovided that info please have them send me the info I have already provided and I will confirm
In this case, please, wait for their reply. You don’t need to open any additional tickets
Your case has been escalated and it’s under the investigation
My colleagues will reply you as soon as this is investigated
I am not stopping my work day to go to the bank and ask to print transcripts that I will than have to manually input into the your system for the second time
Jesse, once again, please, wait for their reply. Thank you!
I do not recieve replies
thats why I am reaching out
You will receive once they investigate it
please contact me with a supervisor
Please, just wait
on what it has been over a month
your team is asking the same questions
when tell you that your response is yeah your right we do have all the info just wait?
I totally understand, but these cases take some time
how are you investgating if you are asking for info you already have
your on the phone reps said that the investgation is complete that the refund is waiting approval
Jesse, your case is under the relevant department. They’re contacting only over the email
that was last week
now i am getting asked what charges?
that makes no sense
Once the investigation is over, they will reply to you via an email
Why am I being asked what charges?
does your team not now what charges ?
Because you’re opening new tickets and new people are replying to you. They don’t have any details over your case
That’s why I’m asking you to wait for the reply over the email!
I dont get replies
Jesse, unfortunately, I can’t do anything for you right now
Once the investigation is over, they will reply!
this is the only place I recieve a response
Because you need to wait!
wait on what?
Until the relevant department that holds the investigation will contact you via an email
I don’t have this information, I’m not part of the investigation, unfortunately
I’ve just put your case to the high priority line
am i supposed to continue to pay monthly interest on this fraudulent 600$ charge?
That’s all I can do on my behalf, unfortunately
its been high prioty for weeks…
but it doesnt seem like it
Jesse, unfortunately, there’s nothing I can do for you at the moment
are you a billing specialist?
Yes, I am
can you tell me how long this case has been open?
As I can see for 21 days
You’ve claimed that the account has been hacked
And now other department is investigating it
This is not the billing case anymore
can I speak with the other department
You can’t do this over the chat, unfortunately
because being asked the same questiong to wait 2 days for a response which is indeed the same question is not going anywhere
They can be contacted only via an email
they do not respond
That’s why I’m aksing you to wait for their reply
They will respond
there responses are illogical
they ask the same questions
Jesse, once again, I can’t do for you anything at the moment. People who are doing the investigation can be reached only via an email
ok well are you able to see the past transactions Isent already?
the ones I requested a refund for I belivee it was 4 of them
Jesse, even if I could, I wouldn’t be able to do anything
your team asked for them
Until it is investigated by that department
they must need it
it is in the case notes which you and your team have access to
they have pulled them up in this very chat before
Jesse, I can’t do anything with those transactions until the investigation is done
I want to provide again the info so there is no more delay
Please, waiti for the reply from the relevant team
Yes, you can do this
And I will add that information to their case
Sure iw ill start this chat over until your team respoonds or I find a rep willing to help
this is going oon to long
you have the info please look it up and provide it to me
What do you want for me to provide?
please take the time to review my note extract relavent info the esclation needs because they asked for it and help move this case along so I stop having to contact wix
Once again, Jess, please, wait for the reply from the relevant team
the four charge I provided previously go ahead and confirm you recieved them please
I can’t do anything about your case at the moment, unfortunately
please confirm info recieved on wix end
can you confirm the info on the charges were recieved?
I don’t see this information because you have opened 19 different tickets
That’s why I was asking you to wait for the reply
yeah cause I dont get responses
To keep everythin under one email thread
Unfortunately, Jess, you just make it worse and slower by creating new tickets
I should not have to open because your team should be contacting me before I get a chance to open a new claim
That’s why it’s taking more time to investigate
Im gonna be much bigger apin if I dont get a response from the team ASAP
They will contact you once they have a proper reply
Until then, please, just wait
I will not
I have waited long enough
Then I can’t help you at the moment, unfortunately
then p[lease transfer me to someoone who can
I’ve explained to you previously that they can be contacted over the email
And that’s the only option
cause you wont take the time to read my notes
Nobody can be connected over the chat, unfortunately
you have been less than helpful
my notes can be reviewd and you refuse
use ctrl +f and find my transaction details and confirm they are there for the escaltion team that would be helpful
Please, wait for the reply from the relevant team
They have four invoices
That are in question
using “!” and telling me to wait will get you reviewed by the CSR managment team
please confirm the invoice details
I can’t do this, I’m sorry
in case I am asked for 6th time about this info
someone on this chat has done so in the past so I know that is a lie
another “billing specialist”
The only thing that I can share you with, are the invoice numbers
And that’s it, unfortunately
I talkk to you guys daily and Eugene you have been the least helpful and polite
please share them
These are four invoices
great thank you can you confirm they have identified these charges and the card info I provided? because the last rep said there was a problem with the card nuymber because of a reissue so I went to the bank and got old card info
is that info documented?
Yes, it is
I can see this information noted
Do I need to take off work again to go to the bank and resupply this info ?
No, this is not necessary at all
This information is noted
it was deemed fraudulent.
what is left to investigate?
I don’t have the asnwer to this question since I’m not from the relevant team
can you have them email before I end this chat
Unfortunately, I can’t. I left the notification for them already
They will respon to you
do they not respond to you either?
I get they dont talk to anyone
theyll probally ask something you already put in the notes for them
Jesse, this is an internal information, and I won’t be responding to this statement
Please, wait for an email from the relevant team
They’re supposed to properly explain everything
I don’t have this information, Jesse
I was told last week they were processing my refund and now there are still investgating why can I not get a straight story?
or one of these mystical escalation reps to talk to me
Jesse, I don’t have this information for you. What I could do – I have done
Please, wait for the email from them
what about my domain?
There’s nothing else I can do for you at this time, unfortunately
cause when I ask them about thtat they act Like they have no clue what I am talking about
Jesse, I don’t have this information
please take the time to look it up and update the team about it
I’ve left the notification for them already
Please, wait for the email from them!
cause if you dont know then they will ask me again and I will haver to open a new support ticket mudding the water even more
you can help by ensureing the info is in one spot for these guys
It’s on the spot
what domain are they working on return?
I’m not from the relevant team, I don’t have the answer for you
if wix can ask me the same questions over and over I think it is fair I do the same to confirm wix is working to resolve the correct issue
you have acces to my notes
you found my invoices after lying and saying you couldnt
I’ve just explained to you that your case with another team under the investigation
They will contact you via an email
yes and I am asking you to help me navigate the process
At the moment there’s nothing that I can do for you
I’ve left the notification for them
And that’s all that can be done
you can confirm info
please confirm the domain that has been requested to be return and please confirm there are efforts being made to indeed return it
I don’t have this information, Jess
What I could, I’ve already confirmed
All other information can be discuseed only with the relevant team
Ive confirmed with other reps
Please, wait for an email from them
how can I discuss with them
becasue there next message will be a question I have already answered
I don’t know what will be their next message
I need an open line of communication
The bank will get one why not me
I’ve left the notification, and they will contact you with explanation of the case
I am trying to give wix an oppertuntiy to keep pmy business because I like the pleatform
but I havent had my website live for 2 month
Im better off starting off from scrtatch on a wordpress then wait any longer
Jesse, your case of the hacked account is under the investigation of the relevant team
They have been notified about this by me
And they will reply to you
Unfortunately, I can’t do anything for you at this time
You get them to promise a response today and I will be happy
Please, wait for the email from the relevant team
otherwise I will be reaching out via chat phone and email until I do
This is your right to do of course
You can reach us
But at the moment there’s nothing that can be done on my end
great can you transfer me to a new rep to start over or should I refresh the page?
No, unfortunately, I can’t
If you don’t have other questions, I’m closing this chat