Paid Member- for Nothing

I want to take this issue public. We started using WordApp in December of last year. To date we have not had what would seem like a simple issue resovled. We still have ads showing in our app when it is advertised that if you pay they should not show. Here is my email to Wordapp after waiting for almost two months to get this resolved. This email was sent on 2/8. We have not received a response from a so-called escalated issue.

May we have an expected response time. At this point are case should have been given an escalation a long time ago once you realized it was not resolved to a premium customers satisfaction. The onus should not be on a paying customer to drive your internal support process. There should be an internal escalation threshold already in place and have us a paying customer feel like there is a sense of priority or ownership for our money. If I look at the email below we contacted you on January 31st and no response until 8 days later. No reputable business would consider this pro/premium service. At the very least 48 hours acknowledgement of the email might have been acceptable. 8 days to respond then not set ant sort of expectation is ridiculous.

At this point we need to demand credit for service paid as we have not as of yet received what we are paying for. We want to be credited immediately. We will continue paying as long as we receive the basic that is expected.

I speak from experience having been a director of customer operations for well over 12 years.

I feel it is reasonable to expect a response, timetable for resolution, and credit for services not yet rendered. In at least 48 hours.

If possible I would like to have one of your tier 2 technicians available real time to troubleshoot with us via Skype or Zoom. Our reputation is being damaged as a consequence of this issue and needs to be resolved.

Please note we are documenting all correspondence.

Pro Customer.