We run a subscription based service which makes use of the Plimus recurring billing feature; customers order and get billed each month (if they select so).

As of the past 2-4 weeks there has been a large error, Paypal renewal payments made through Plimus are never being passed on to us. To put this into perspective:

1) Customers are being charged for their next month of service via Paypal, but their charge is never being sent through Plimus's system.

2) We never receive the funds because the renewal orders do not exist on their system.

3) Customers can not use our service because a) we have not received the payment and b) since the charge is not going through to their system, their IPN is not notifying our system that the customers account needs to be updated for an additional month.

4)Remote subscription cancellations are not working via Plimus's system, so if a customer requests us to cancel, we have to tell them to do it via Paypal independently.

5) If a customer requires a refund, we can not refund them because the order does not exist. We get called fraudulent (because most customers do not understand that billing providers such as Plimus are separate entities) and have had a series of complaints. We refer the customer to email Plimus but they reply back with robotic responses.

It is obvious this is a technical error; their Paypal IPN/API setup is broken and is not being fully associated with their main billing system. Customers are essentially being 'raw charged', by this I mean Paypal is billing the customer but Plimus is not acknowledging anything to do with the order.

I have emailed them on a number of occasions and they have claimed this is a bug and their engineering team are working on the issue. They have given me no reassurances I will ever receive the funds owed and no estimated time of fix (they ignore these two questions). The very fact I reported this 2-3 weeks ago is frustrating and I am seriously losing patience.

I require in writing that I will be credited with the thousands of dollars in renewal orders never passed onto us.