Resolving issue with Billing

[ashokr]

oast is giving me a runaround, and I hope there is some guidance in this team or Toast advocates who can help resolve this.

1. I signed up for toast way back in 2022. On Jun 17th I have a subscription for API $25 a month
2. Somehow we have managed to add another API subscription $25  a month on June 19th. Just 2 days after the first one.
3. I was in process of adding Toast Digital Storefront $299 a month, and my sales guy rightfully identified the double billing and asked billing to remove one.

I asked Toast to refund my $25 a month for the last 2 years, since its a system error that it even added it in the first place.

Toast is standing by their decision, that apparently since I Docusigned that its my mistake and Toast will not do a refund. 

I just fine this is wrong. I love toast for the product that it is, but this billing fiasco is something they should take responsibility. 

I have no idea what that API subscription was, and if onboarding said I should push that button, I followed directions. 

Does anyone have experience with something like this? 

Here is their response below, Kyle Grosz is either the sales rep from Toast, or my onboarding guy.

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On inspecting your contract that on 7/17/2022 the account owner Kyle Grosz added a API to your account Chennai Masala. In addition to this there was 1 additional API bought from Toast Shop directly (at your end) on 7/19/2022. This addition from your end is the reason for duplication. And unfortunately as per Toast policies we would not be able to refund for subscription added from Toast Shop by cx himself. This is the reason why the agent denied a refund. 

Even at our end we can only confirm that this is a ECommerce transactions directly with Toast Shop and do not have further details regarding who is the exact person who made this purchase at your end. Currently this duplicate API has been removed from your account on 2/4/2025. Please be advised this gets captured only in the next invoice. So you would see your bill reduced by $25 from you next invoice.

Hope that answers your query. Thank you!

[Rob]

Thank you for taking the time to share your experience. It seems that you have already spoken with all the available teams regarding this issue. If you could provide a case number, I would be happy to forward it to my team for further review. However, based on the email you provided, it appears that the response would likely remain the same due to the duration of the charges in question. I apologize for any confusion and the billing issues surrounding this case, but I don't believe that my team or I would be able to reach a different outcome. Nevertheless, if you attach a case number, I can still send it for another review. 

[ashokr]

Thanks Rob. The case detail is 13531136. The claim is that "I added myself" Which is incorrect on two fronts.

1. Toast billing should never let a customer feature that is charged be added twice. 
2. I added only after my account owner, Kyle Goez, asked me to sign up temporarily. He said my subscription already had it, but after checking with Chris Barbare (My onboarding person), he said I needed to add it. I send confirmation about that exchange in email to the support rep "Aditi Rai"  Also attached here.

But the fact I didn't notice and therefore nothing can be done seems wrong to me. Toast billing is broken letting me add a feature which shouldn't be allowed in the first place, and my onboarding rep asked me to do the purchase in the toast shop and I followed suit. 

Cheers, Ashok

[Rob · Accepted solution]

Thanks for the response; I will send the case to my team for further review. This issue is a bit out of my wheelhouse, but I will do what I can to see if we can come to a better resolution!

[ashokr]

Thanks for helping Rob. This certainly needs higher level of escalation, since customer support has just given up and dropped the ball completely.