Support Board
Date/Time: Fri, 14 Mar 2025 18:00:31 +0000
Money deducted in error
View Count: 538
| [2022-06-29 17:34:06] |
| User119122 - Posts: 24 |
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I’ve had problems with the billing system doing automatic withdrawals from my bank. I talked to Ray and we cancelled automatic withdrawals on Monday. I’ll be responsible for funding my services account each month. Currently there is $62 which will cover my August payment of $46. Today, the system withdrew $26 from my bank account TWICE, for a total of $52. What’s going on? I’ve had a lot of issues like this and do NOT want auto withdrawals from my bank. The system is broken, which was acknowledge by Sierra Support. Call me at (760) 740-9201 |
| [2022-06-30 13:36:52] |
| John - SC Support - Posts: 38669 |
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Our apologies for the extra charge that occurred. It appears that your automatic payments were turned off on June 27, 2022, which was the same day that the payment was made. This was just a timing error. From what we see, the other $26.00 payment at that time was not generated by the Automatic Payment system, but was a manual payment. You should not have any further payments made to your account without your initiating the payment. If you would like any of the funds refunded to your card, please let us know through an Account Support Ticket, which can be accessed at the following link: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-06-30 14:10:48] |
| User119122 - Posts: 24 |
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Stop... this has happened before. Two payments drawn from my bank account. Before this happened, the balance was $62. I did NOT pay $26 on the 27th. You withdrew twice m. And working with Ray he told me to get off auto withdraw because there are known problems with many clients calling in to complain. So you may not see it but that software you have for payments did it. And now, after the withdrawals the balance is STILL $62. Why not $114 ($62 + $26 + $26)? |
| [2022-06-30 18:03:57] |
| John - SC Support - Posts: 38669 |
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That is fine, we are just stating what the information shows. You are off the automatic payments. You will not have any issues with that going forward. You can view the transactions for your account by selecting the following link and then logging into the website with your Sierra Chart Account Name and Password: https://www.sierrachart.com/UserControlPanel.php?page=TransactionLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-06-30 18:34:54] |
| User119122 - Posts: 24 |
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Okay. I see the payment history. The two $26 payments were added to the former $10 balance to yield a current balance of $62. My point is that there were two payments withdrawn using Stripe as you can see from the history. Confirming, there will be no further auto-payments and I will be responsible for maintaining funds each month to cover the monthly fee of $46 for Level 11. Since the current balance ($62) is more than the monthly fee of $46, the August 8th payment is covered and you will deduct that amount on or about August 8th. Thank you... Date Time Of Last Edit: 2022-06-30 18:35:41
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| [2022-06-30 20:06:47] |
| John - SC Support - Posts: 38669 |
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Confirming, there will be no further auto-payments and I will be responsible for maintaining funds each month to cover the monthly fee of $46 for Level 11.
Confirmed. Since the current balance ($62) is more than the monthly fee of $46, the August 8th payment is covered and you will deduct that amount on or about August 8th.
Your next charge will occur on August 9 around 03:00 AM UTC time. Depending on where you live in the world, this could be later in the day on the 9th or sometime in the afternoon/evening of the 8th. At that time, you will be charged $46.00 from your Services Surplus in exchange for 1 month of Package 11 Usage Time. Any remaining balance will stay in your Services Surplus. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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