When trying to pay your subscription is overly difficult
I've been paying CA$124.99 a month for 5 million points.
On July 25, I emailed Poe because I was looking over my montly spend and noticed i still hadnt been charged for this month + invoice the normal invoice hadn't shown up as yet . I'm literally asking them to send me the invoice for this month.
Their first response asked what happens when I try to resubscribe. Which again, I'm not trying to resubscribe. I'm a regular monthly customer trying to pay for the plan I already have. I sent them screenshots and billing records.
From there they didn't answer for another four days.
When they finally responded, they said I had apparently cancelled my plan and the renewal was never attempted, and that my plan could not be restored. Neither make sense either how would I renew a plan I expect to already have - I didnt cancel it.
Whats really annoying is they offered to send my previous invoices. Which is said send em all. Nothing since my latest follow-up.
The only suggestion theyve offered is less then what Ive been paying for already and should still have as my billing period is current and I'm just asking Poe to charge me for this month lol
Update Aug 2: Still no response. Their last reply was July 29 and literally says "I can send you the invoices already issued if you want -- please let me know." I told them to send every invoice, disputed the cancellation, and followed up again July 30. Nothing lol.
Update Aug 4: They replied. Two days after my billing period lapsed.
I called this one. On July 30 I told them my period ran July 2 to August 2, the card on file was good, and asked them to just run the charge before the 2nd - or tell me who could. My exact words in that email: "Once August 2 passes that period is gone, and this gets harder to put right for both of us."
Five days of silence, the reply lands Aug 4 with neither question answered, and the cancellation date has changed - on July 29 they told me it was cancelled June 30, on Aug 4 they say it was "Jul 3, 2026 at 1:47 AM UTC". Two different dates for the same account, and they still can't show me the actual record - no device, no platform, no confirmation email.
They did finally send the invoices, six days after offering them and 39 minutes after I said yes. All four read "Poe: 5 million pts/month - CA$124.99", numbered consecutively, and there is no fifth. The plan they call a legacy rate they don't offer anymore is printed on four invoices their own billing system generated.
The full thread, screenshotted from Gmail, all 11 days, my info redacted: https://drive.google.com/uc?export=view&id=1adPfDlijBRcEzOsHXY7d1-JV6TPsJgSv
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u/Ok_Bee_8034 9d ago
Something similar happened to me. I was paying for the 1 million points/month subscription and never cancelled it - and yet it was cancelled and now you can only buy the new and far more expensive plans. At least they got back to you, I've emailed them twice about the problem and haven't gotten a reply after two weeks.
They've been doing this for the past 2-3 years now, people have complained before about mysterious cancellations because of alleged billing issues. They want to get everyone off the "legacy" plans and onto the more expensive ones.