Formal Escalation – Instant Ink Billing Issue and Customer Service Complaint

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I am requesting a formal escalation of a serious HP Instant Ink billing and customer-service complaint.

I discovered that I have been charged for a previous HP Instant Ink subscription since October 25, 2024.

I originally contacted HP because I wanted to cancel my existing Instant Ink plan. During that interaction, an HP representative offered me the HP All-In Plan, which I accepted. I understood that the representative was handling the transition and that my previous subscription would be cancelled.

HP processed the printer/plan change, but the previous subscription apparently remained active and continued charging me. I did not intentionally maintain two HP subscription services.

Today, an HP representative spent approximately an hour reviewing my account history. He was able to find the record of the printer change, but could not find a record showing that the previous subscription had been cancelled. He cancelled the old subscription today, but was unable to resolve the charges accumulated since October 2024.

I am requesting that HP investigate what happened and review the original interaction, including any available call recording, internal notes, account history, plan changes, and billing records. I am also requesting a review of all charges from October 25, 2024 onward and consideration of an appropriate refund.

Unfortunately, my experience today also involved serious customer-service concerns.

During my second call, the representative addressed me as “Antonella.” I immediately explained that this was not my name, but this was not adequately investigated or explained. Because we were discussing my customer account and billing information, I believe this should be reviewed.

The representative also repeatedly interrupted me and did not allow me to properly explain the situation. When I became frustrated, I was threatened with having the conversation ended because I was angry. I am requesting that this call also be reviewed, including the recording if available.

During my first call today, I was also told that the only way to make a formal complaint was through an attorney. I would like HP to clarify whether that information was accurate.

I am specifically requesting escalation to HP Customer Relations rather than being redirected to standard Instant Ink troubleshooting.

I am requesting:

1. Investigation of the original plan transition and cancellation.

2. Review of all charges from October 25, 2024 onward.

3. Consideration of an appropriate refund.

4. Investigation into why the name “Antonella” appeared during my customer-service interaction.

5. Review of the second call and the representative’s conduct.

6. A case number for this complaint.

7. A written response explaining HP’s findings and any action taken.

I am not asking HP to simply cancel a subscription. I am asking HP to investigate why I was charged for a service I believed had been cancelled, review the customer-service interactions involved, and determine what corrective action is appropriate.

Thank you.