Our previous business was a long-term partner of Active Campaign and rarely had an issue. The platform was stable, and things just worked. Fast forward to 2023, and as a new agency partner, we set up our own account with no issue, signed up with our own partner account with no worries. We then proceeded to sign up a client for a annual 1000 contact lite plan, and that's where things went off the tracks.Went through the system, added a new account, and completed all relevant account setup items. Active Campaign processed the payment, and then something failed during the setup of the account. We were left with a trial account for the client, 500ish dollars missing from our bank account, and after submitting multiple tickets to no response, I was forced t result to try to make things happen through their social media. After almost 7 days, I have repeated canned responses saying we have escalated your request to our billing department, and they will contact you shortly.I am still waiting for that response from billing and have been forced to request a chargeback through my bank to recover my client's funds. We will also cancel our marketing and CRM plan and take our business elsewhere. Other platforms might not have the same functionality or not quite the same, but in my experience as a digital marketing agency, the rest at least support their customers.
