How to get billing support?
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I buy my first Matlab license (Student) a few days ago. While I was shopping the license, I had tried several setups before to decide which modules to buy. After all those tests, I went to checkout, entered the credit card numbers and followed the steps but I received an error saying something like this: "the price 6.00 per module is only available if you buy 'Explore Areas of Study' license." (sorry I don't remember actual text). Since I was buying that kind of license, I decided to start over. the same thing happened again. So I started over but from an Incognito Window. This time it worked as expected. So I have my license and no complaints about the product...
The problem appeared today: In my Matlab account, I have only 1 paid license (as expected) but in my credit card summary, there are 3 confirmed payments to MathWorks where the numbers match failed attempts. I've read the warning about how the credit card procedure works in two steps (just there in the checkout page), but I don't think this applies to this case; it seems to be a bug in the billing system because the items are "confirmed" in my credit card summary.
I've tried to contact MathWorks billing office/support but it seems that there is no such think like billing support on MathWorks.
How would you proceed in this case? thoughts?
Vandana Rajan on 16 Jun 2017
Did you try contacting your credit card company and inform them that the purchase cycle was incomplete? I don't think MathWorks can do anything in this regard as you said that the purchase was incomplete. However, in case you need to contact MathWorks, you can approach the customer support team with the details.
Preuk Tangpromphan on 25 Sep 2017
Same thing happened to me yesterday. I tried to buy a first student license but I received an error during check out.
So I had to redo the whole process again, this time it was successful and I got 1 paid license as expected with an email comfirmation from MATHWORKS.
However, I received a notification from my bank that my credit card was charged twice.
I contacted my bank and thay suggested that I have to contact MATHWORKS inorder to cancel the unsuccessful purchase.
I contacted MATHWORKS already via a service request in this link
Hopefully they'll receive a request and reply me back in the timely manner.