Trapped in a Support Loop: Denied refund after bot confirmed 14-day accidental purchase eligibility (Cases #10775718 & #10866477)

ChatGPT Support
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Hi everyone,

I am hoping a community moderator can help me escalate Case #10775718 (and duplicate Case #10866477), as I am completely stuck in a support loop receiving generic, copy-pasted rejections that ignore my actual situation.

On July 1, 2026, my account accidentally auto-renewed. I was asleep when the charge happened, but I officially canceled the subscription within hours of waking up and have strictly maintained zero usage on the account since the renewal.

When I used the help chat, the AI support explicitly told me: “for web purchases, accidental purchases are generally eligible if you request it within 14 days of the charge.”

Despite falling perfectly within this 14-day window and having zero usage, my escalated ticket was just closed by an agent named Cristel with a generic “subscriptions are non-refundable” template. I also received the exact same canned response on my duplicate ticket from another agent, Karen. Neither agent addressed the 14-day accidental purchase policy that their own system cited.

Can any moderators please help flag my case to a real billing specialist? Thank you!

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Hi @potetofries, thanks for sharing the details and for including Case #10775718 (along with the duplicate Case #10866477).

We've noted your request. We'll follow up with you directly through your existing support ticket via email, as that's the appropriate place to review billing cases and provide any updates.

To avoid splitting the conversation across multiple channels, we'll be closing this thread. Please keep an eye on your email for our response.

-Mark G.