Well, here i am again. For several months i have been taking screen shots, sending them with answers to or questions, with a gal in support. She’s very nice but, although she says " yes its there" she is just not following through with correcting the information at the company or in my phone.
The problem is that they had no continuity between purchasing Murena phone from Murena shop, where i had an account showing my orders, including 100gb of extra storage .Now it says i have no account and although last month they automatically charged me $69 for another year, my phone still thinks im a free account. When the recovery came thru, it was from the time of replacement phone and has still not been updated completely.
I dont know how many support people there are but usually support people need to know how to research problems. Because i was a bank auditor (was was) i suggested going to the accounting person or department and auditing my account. She is simply not up to it and i do not know to whom to elevate the problem .
Anybody?
The last mail I see you sent to the helpdesk (assuming it is the same email ID you used for this profile) has a response on the 18th of Aug. I have passed this post url to the team to check and revert to you ASAP.
Hi sorry, I just checked the email to which you’re referring. She is asking for screenshots and I had already sent two separate copies of the settings/accounts. She doesn’t follow through on things I send her or even give me feedback.
Manoj, I know that you monitor the community forum. Over the Spring and Summer I had several, what I felt were unusual problems and posted my concerns. Gradually I began to realise that my very quick recovery schedule was because it was only from the date if my replacement phone. At that point, all of my original information, setup, settings etc was gone. I believe that’s the problem - the continuity of information was lost and I kept running into problems, with no idea why. That is why I have asked for an audit of my complete account going back to 2023 when I bought my first phone from Murena store and upgraded my storage. None of that information can be found.
I really am not a trouble maker; I just feel I am not being treated fairly when it shows I have a free account and they were quite able to find my payment information in July 2025 and charged me for the next year if my subscription. I just want ALL of my information accurately reflected with the company and my phone. Haydee is just not appearing to realise the full scope of the situation.
Thank you again for reaching out and passing on concerns that I had last week. What i did not realize, because I got an email from you, was that all of my communication was being posted in the forum from our emails. It was not intended to become a public “beef” and I apologise.
Actually, I am starting to see results and thanks to the little robot (forgotten his name) he mentioned something to me so the magic date of July 2023 came up and i believe has helped.
Again thank you, you guys are all a great bunch.
Naillig59
Thank you to Manoj, the various people at support. We have determined a July 2023 beginning and now after a lot of back and forth, my phone is transformed and actually working like it should and I love it!
