Being Billed for 2nd Account I never created

Hello,

I am writing regarding an issue with my billing. I have been a paying customer since 2020. In July 2025, I attempted to change my plan because I felt I was overpaying at $108/month. I believed I had successfully switched to a $70/month plan.

I recently discovered that instead of updating my existing account, your system created a second account — one that I did not authorize, did not intend to create, and have never used. As a result, I have been charged for two accounts simultaneously, totaling approximately $840 in unintended charges.

In addition, my original account was never moved to the lower-cost plan I attempted to switch to. Because I continued to be billed at the higher $108/month rate instead of the $70/month rate, I have overpaid by an additional $456.

I am requesting the following:

1. Immediate closure of the second, unauthorized account.

2. A full refund of the $840 in charges associated with that account, as it was never authorized or used.

3. A refund of the additional $456 overcharge on my original account due to the plan change never being applied.

4. Confirmation that my original account is the only active one.

5. Adjustment of my original account to the lower-cost plan I attempted to switch to in July 2025.

Please let me know if you need any additional information to process this request. I appreciate your prompt attention to resolving this matter.

Thank you