The complaint has been investigated and
resolved to the customer's satisfaction

Resolved grammarly.com — over billing & billing on closed account

ear Grammarly user,

My name is Gregory Carpets and I am a senior customer support representative at Grammarly.com. We are sorry to see your comments regarding Grammarly experience, while thousands benefit from our writing assistance technology.

In order for me to assist, can you please provide the email you used for Grammarly registration? I will make sure to track your account and see what might have been wrong. Please contact me at [email protected]

For your reference, please review Grammarly billing policy at http://www.grammarly.com/terms.php#billi…

With a hope to change your Grammarly usage experience.


Gregory Carpets
Grammarly.com
Source(s):
www.grammarly.com

Dear User,

Thank you for sharing your feedback with us. If you opened a free trial with us and have paid for a subscription, but are having issues with accessing the program, there may have been a glitch in account processing or in the program itself. Knowing about these issues, is critical for Grammarly to improve customer experience and product quality.

Now, based on what you have written, it is not quite clear what has happened on our end. We are more than happy to help you get to the bottom of this—that is, figure out why you haven't been able to use the program and find a satisfying resolution. In order to do this, however, our support team will need more information. I kindly ask that you write to the Grammarly Support team as soon as possible. You can reach them at [email protected] Please be sure to include a clear description of the issues you have been experiencing as well as your Grammarly login email so that they can investigate the Grammarly account.

We're very sorry for the inconvenience, but our team is dedicated to resolving these issues for you.

We look forward to hearing from you.

Kindly,

Kimberly Joki

Community Manager
Grammarly.com

Hello,

My name is Kimberly Joki. I am the Community Manager and a Support Representative at Grammarly.com. I hope to address not only the primary complaint posted here but also offer some useful information to address the subsequent comments on this post.

Regarding billing and proper cancellation, as with any subscription, we do use continuous billing to ensure uninterrupted service. If you would like to cancel your subscription and prevent all future scheduled payments, please follow the instructions below:

1. Login to your Grammarly.com account.

2. Click on the Subscription tab to the left.

3. Click the "Manage Payment" link.

4. Then click on the "Cancel subscription" link and "Cancel my subscription" button.

This will result in downgrading your account to the free version starting with the next billing cycle (according to your subscription plan). This action permanently cancels all future payments.

Regarding the continued charges AFTER cancellation, this can only happen if you still have an active account with Grammarly.com. An open account could exist if you had set up an older account and forgot to cancel or if you set up a duplicate account with a mistyped email. In either scenario, our support team is more than glad to help you investigate and close any duplicate accounts.

Finally, regarding our support, the FASTEST and MOST EFFECTIVE way to reach our team is via support emails. Replies to automatic emails sometimes get lost. So we strongly encourage customers to write to us directly. The direct email to support is [email protected] Turnaround time for email support is within 24 hours, except on weekends, which are guaranteed within 48 hours. Emails to support should include:
- a clear description of the issue you are having
- the login email address associated with your Grammarly.com account
- any other possible email addresses you may have used to set up your account (in the case of continued billing after cancellation)

At this time, we do not offer a live telephone support line. We DO offer voicemail and callback support. If you call us and leave your name and phone number (or request a call via email), we will return your call as soon as possible (usually the same day). You can also cancel your Grammarly account via phone by leaving a voicemail. Simply be sure to clearly state your name, account email address, and the action you would like taken.

I sincerely hope that this clarifies any questions or confusion you have about Grammarly billing and support. If you have any other questions, please do not hesitate to contact us at [email protected] or visit our support portal at http://support.grammarly.com for answers to Frequently Asked Questions.

Kindly,

Kimberly Joki

Community Manager/Support Representative
Grammarly.com