I opened an accounting ticket August 18th (5052813PLNT). Apart from the initial response from Billing saying that it was being redirected to Accounting, I have not had ANY response from ThePlanet to the ticket for THREE WEEKS now.

I've tried updating the ticket, I've tried calling in (I was assured I would get a response "Friday or Monday", but that was over a week ago), nothing seems to work.

I'm about at the end of my rope. My last update, made last week, said that unless I received an update by the end of the next business day, I'd file a chargeback with my credit card company. I can't really think of any other possible thing to do, since ThePlanet seems to be completely refusing communication.

I've been delaying filing the chargeback in hopes that somebody would respond to the ticket. I can see that ThePlanet occasionally updates the ticket on their end, but they STILL haven't given me any response at ALL, no human contact.

I figured I'd give the forums a try, in hopes of eliciting a response (ANY response, even a "We're taking a look" would have been enough) to my ticket.

I don't think it's reasonable to leave a customer hanging for almost a month with no response, no update, nothing at all. I've been a customer for HALF A FREAKING DECADE, for crying out loud!

Hi Guspaz,

Thanks for letting us know about the ticket ... Apparently there was a disconnect in the process of handling the ticket, and now it is where it needs to be. John D. will be updating the ticket shortly with additional info, and I'll keep an eye on it to make sure it is escalated as quickly as possible when he finishes the process of confirming the details.

-Kevin

The ticket just got passed over to an Accounting supervisor with a note about your case from John who looked into your account to confirm the charge and determine what was causing so much confusion.

The supervisor just updated the ticket to let you know that the refund will be issued. Let me know if you have any more questions or if any other tickets like this sit for too long ... it's terrible that it fell through the cracks, so I wanted to make sure it got escalated and addressed as quickly as possible.

I'm sorry that it took so long to get it resolved, and I'm very glad you let us know about it.

Thanks for the quick response. The issue has now been dealt with satisfactorily.