I had an existing subscription to book-keep for my U.S. based company. Now I need to create another subscription for my Hong Kong based company. I was quickly connected to a sales consultant via instant chat (this happens only when I mentioned I need new account, otherwise the machinery help desk never been helpful in transferring you to a human). The first sale consultant (Bryan) quickly understood what I required and efficiently help me to fill in required forms, etc., unfortunately when we almost got everything sorted, I was disconnected. I tried to reconnect but I was directed to 4 different agents and they never bother to check my previous conversation nor my existing subscription. I had to repeat my entire story and requirement for the fifth team. Finally I was talking to someone who claim himself from global sales team. He insisted that the previous consultant Bryan didn't have the permission to create a global account (Hong Kong based company) so he had to help again. I told him that I had previously provided my card details and signed all the required forms and agreed with the terms and conditions. He said he checked my account, nothing has been created by anyone. Plus, Bryan wasn't from global sales team and he was not permitted to do so. I urged him to carefully check and ensure no duplication of payment and account creation would be made. He said he checked and confirm we had to do the set up all over again. By now, I was already hold up for over an hour and i just wanted to get things done and get back to work. So I sign the payment form for the second time.
When I login right after, I found two additional companies with duplicated subscriptions signed up. This is ridiculous. My card was also charged twice! Now I need someone to help me with the followings:
(1) I need to get a refund for one of the duplicated subscriptions.
(2) The new account should be set up for a non-U.S. based company, i.e. Hong Kong, and the company address, interface, tax application should be Hong Kong instead of U.S.
