I asked for a Facebook customer service rep to file a request for a partial refund. Ins...

GetHuman-mvdoerr's customer service issue with Facebook from January 2019

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The issue in GetHuman-mvdoerr's own words
I asked for a Facebook customer service rep to file a request for a partial refund. Instead I had to pay $*** for inactive ads. Here is the conversation between the rep and I:**This is proved by my chat message:**Michael has joined you.**Thank you for using Facebook chat support! My name is Michael. How can I help you today?*I have my account de-activated and yet I am still being charged. Are the charges relevant to another Facebook account? If so, please tell me so that I can de-activate that ad account.**Hi Michael! I understand that you were recently charged. I can view the Ad ACcount to see why this was. Is *************** the correct Ad Account? I can also view any other Ads Accounts with this User ID as well.*Yes.*Hello?**Thank you for your patience!*I am currently reviewing your Ad Account. The charges are from * ads that have been running.*Could stop these * ads running so that I would not get charged?**This is what I am currently seeing:*I can send you a link: https:**www.facebook.com*adsmanager*manage*campaigns?act*****************You can access your Ads Manager there. You can turn off the ad by clicking the blue toggle switch next to the ad.*What blue toggle? If I turn off these ads, will the charges stop?**The ads were not set up with an end date so they will continue to run after the balance has been paid unless there are turned off.*How do you turn the toggles off?**The ads are currently turned off due to the failed payment.*To turn the ads off, just click the blue switch that is pictured above.*Which blue switch?**To be safe, the first four. If the ad does not say "Completed" then I would turn it off.*Can I turn all of them off?*I am having a hard time trying to turn all of them off through the toggle.**I see. My apologies. The platform is not allowing you to turn the ads off due to balance.*So I have to pay the balance first.**When I hovered over the toggle, a messaged popped up.*That is correct.*The ads are not delivering now and not accruing any additional charges.*Is there a way to pay these ads without paying the bill?**I am confused bt that. I can submit a manual payment to your primary payment method on file but this would pay your bill.*by**Can you elaborate on what you mean?*Sure.*I mean I de-activated my account and it does not make sense that I my ads are still running. I thought that when I de-activated my account, the ads would stop running.**When did you deactivate the account?*Last year in December ******It looks like the ad was created on the *rd. Do you remember which day?*No.*Hello?**Thank you for your patience! I am still looking into that for you.*I thought upon de-activating my account the ads would stop running. Hello?*Is there a mix-up or is that on me?**There is currently not a way to deactivate an Ad Account if you have ads active.*What I mean is that is there a way to turn off these ads with the constraint of paying the bill?**Currently, there is not away. Also, if you have ads running, you would not be able to deactivate your Ad Account. After reviewing your ads, I would consider them to be holiday related.*If you can tell me which day you tried to deactivate the account or which day the ads were supposed to be turned off, I can submit a request for a partial refund.*It would be December **** on I think the first Friday. The First Friday of December ****.**The first Friday was the *th. You meant for the ad to run from ****-****?*Yes. If I am wrong it is probably the on the second weekend of December ****. Am I making a little sense?**The next Friday is the **th.*Sure. I hope that it is worth a partial refund request?**Just to confirm, the ad was to run from ****-*****?**Yes*Please double-check in case.**Thank you for letting me know. Since you thought you were turning the ads off and the ads were supposed to end on the **th, I can submit a refund request for you.*Let me set this up for you.*Thanks. Please do that for me.*Hello*Are submitting or must I?**Thanks again. I am still working on submitting this for you.*Thanks.**If you need to leave, I understand. Can you confirm your email address as *****@***.com?*Yes, the email address is *****@***.com**Thank you for confirming. I just completed this request for you. The total amount requested is $***.**.*I will keep you updated through this process through your email address.*It was a pleasure assisting you with this. I will be in touch shortly. I hope the rest of your day is amazing!*This chat has ended. Thanks again for using Facebook.*Thank you!**Hi! This chat was previously ended. You can start a new chat by visiting www.facebook.com*business*resources.
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Facebook

Customer service issue
Reported by GetHuman-mvdoerr
Jan 14th, 2019 - 9 mons ago
I have an issue with Facebook too
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Seen by 5 customers so far
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GetHuman-mvdoerr started working on this issue
Jan 14th 5:05pm
GetHuman-mvdoerr shared this issue with friends on Facebook
Jan 14th 5:36pm