Being Billed several times for Instant Ink & not getting ink nor printing

[ShinyCMM]

I have an HP Envy 4520 AIO and when I received it as a gift it had the instant ink with it for 3 months free. Of course, I signed up, I usually print quite a bit of service/owners manuals for equipment and vehicles, along with lots of other things.   Everything had gone smoothly until around April or May. I was sent cartridges and could not get them to be accepted and work, troubleshooting was done and it was determined that the ink cartridges were at fault and new was being sent to me. Mind you this shipment took several days to get to Oklahoma. In that time frame had several rollover pages accumulated, as well as HP tried to charge my credit card, and I had forgotten to update the info, when I realized this the info so I thought was updated to the correct info, but to my discovery after several (like 7 or 8 times) of updating the payment info it was never changed. Therefore evidently HP decided to suspend my account. As well guess this process also causes you to lose your roll overprinting pages, because they disappeared. I yet again contacted chat support to help get the payment issue fixed thankfully we were able to fix it. However, as soon as it was resolved I was charged 3 times for HP Instant Ink all in the same day. Now it was only suspended for maybe 24 to 48 hours. Why am I being billed for 3 times? Then I get a notice again yesterday that there is an issue with my payment. Mind you I have not printed anything. My HP account shows printer online which I am still trying to figure out exactly a printer that is in its box unplugged and had the WIFI turned off before it was shut down is still online. I had to a reinstall on my HP Laptop and now I am not able to get any one of my 4 HP printers to install its program to print. So I packed them all up to be put in with everything due to in the process of moving.  This is getting old really quickly that HP has chosen to charge me an excessive amount of money for no services rendered. Nor any ink being sent to me. 

 Can someone please help me here. I have dealt with way too many companies in the last year with ongoing issues with their products. (The whole Samsung Note7 insanity not once but twice) Please help!!!

[Jeet_singh]

@ShinyCMM,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you have a concern regarding your Instant Ink cartridges. Don't worry I'll be glad to help you.

Normally, the Instant Ink program would auto-detect the low ink and ship a replacement cartridge, only when the printer isn't constantly connected to the internet or there are connection issues, is when that doesn't happen.

When you enroll in an HP Instant Ink plan, you pay a monthly fee to print a defined number of pages per month. The plans are based on the number of pages that you print, not on how many ink cartridges you use. Your monthly fee pays for ink, shipping, and recycling. If you do not print all of your plan pages in a month, you can roll over up to the number of pages per month in your plan.  

Regarding the multiple charges on your account, this could be due to account being suspended and when you updated the card details, you got charged multiple times it could be because of the pending payment from the previous billing cycles.

I need to know few details regarding your Instant ink account to help you get the ink cartridge.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,

[jlcres]

I also was billed three times in 7 days in february and then once a month later.  I think I literally printed maybe 5 pages in February and nothing the month or two previously (printer was turned off).  My account had been suspended due to an old expiration date on my cc.  I have not received any ink refilles or other communications from HP.

[A4Apollo]

Hey there! @jlcres, 

“Your Instant Ink account page has data on past deliveries and estimated shipments.  It also helps you understand what state your cartridges are in based on HP’s data.  Any issues will be shown with steps to fix.  Please check your account page to see the latest cartridge information by signing into your account at “instantink.com”.

Please try the steps recommended below to update the billing details.

Sign in to your HP Instant Ink account to update the credit or debit card information billed by HP Instant Ink. If you received a message that there is a payment problem or your account needs attention, confirm your credit or debit card information.

1. Go to hpinstantink.com/signin (the HP Connected website) to sign in to your HP Instant Ink account, if you are not signed in already.

   Your HP Instant Ink account page opens.

2. In the My Account section, click Change Billing Information, then Edit Payment Information. Make sure postal codes are in the correct format.

Refer this article to know more information about changing or updating the billing details. Click Here

If you still have issues, please share us few details through a private message. So I can check the account details and help you with the issue.

Instant ink account number-

Instant ink email address-

Hope to hear from you soon!

I hope you have a great day! 🙂

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