Hi, Im posting here as a final attempt to bring this to Ashleys attention after being told by support that nothing can be done due to company policy:
"Our policy is that the price you subscribe at is the price you pay until your plan is cancelled or the renewal fails. "We have no mechanism or ability our end to re-instate old plan pricing. I understand you didn't cancel your plan intentionally, but all the mechanisms involved here are automatic when renewals fail."
Ive been a loyal annual subscriber since 2019. Even in years when I barely used the product, I continued with the annual subscription to preserve my original pricing and ensure continuity.
This year, my subscription failed to auto-renew despite having valid and updated card details on file. I want to make it clear that I never cancelled the plan myself. I had ensured my payment method was active and ready before the renewal date. If the payment still failed, it must have been due to a technical issue either on Construct's side or with the payment gateway.
If price continuity is dependent entirely on uninterrupted auto-renewal, then the system behind it needs to be reliable. Otherwise, the statement shown on the pricing page, which says
"The price you pay when you create a plan is the price you will continue to pay into the future until you decide to cancel your plan".
becomes meaningless. Plans can fail due to issues outside the user's control, and customers should not be penalized for that.
Ashley, if youre reading this. I genuinely feel that long-standing customer loyalty is being disregarded here. I truly believed I was doing everything right to avoid exactly this situation. If you believe this outcome aligns with your values and that nothing more can be done, Ill respect that and wont raise it again but Id appreciate hearing it directly from you.