HELP - account suspended over fee error

[MakeDoAndWed]

My shop has been on holiday for years but recently my account (which I still use for buying) has been suspended. I checked and I had some unpaid fees for the Etsy Plus subscription between March-June. The only thing is, I have never upgraded by account to Etsy Plus and when I checked in my settings I still have the basic account. So these fees are the mistake of Etsy. My shop is also still in Holiday Mode

I contacted Etsy about this by email but I got a standard response saying to pay the overdue amount!! The only thing is, even if I paid the fees I owe now, as I don't currently have the subscription it isn't possible to unsubscribe to stop future fees!! I don't know what to do now. I have had my account for over a decade and I can't lose it.

Has this happened to anyone else? Is there any other way to contact Etsy?

(I am sending this message from my husband's account as mine isn't working)

[Amaradorn]

They always send a generic response first. See if you can reply to the email response you received from Etsy and reiterate that you never signed up for Etsy Plus. I assume you had no active listings during that time? Is so then make that clear as well. Do you have the support chat option on your dashboard? Maybe try that too.

Note: You need to make all communications via the account with the issue.

[MakeDoAndWed]

No I had no active listings, my shop is still on holiday mode (I double checked). I didn't find a support chat option, I didn't know that was a thing on Etsy. Where could I find that?

Thanks, I have been making the communications to Etsy from my actual account rather than this one, I just couldn't access the forums so used this one for that.

[ArtDollsbyJD]

@MakeDoAndWed   Your shop is not on holiday mode.  It simply has no listings.  You need to actually put it into holiday mode or if you are not longer going to use it, would be best to close it down completely.

Contact Etsy back through the email you received and ask them to check when you had Etsy plus  and what the dates are as you never activated the program.

Contact Etsy is under Contact use under Help,  You can also do it from any article in Help.

[MakeDoAndWed]

@ArtDollsbyJD the shop I am talking about is not the one with this account, as I said in the original post I am using my husband's Etsy account as I can't access the forums on my own account due to being suspended. 

Thanks for the suggestions, I have already done this and haven't had a non-automated response yet

[JJewellerySuppliesUK]

As above, you need to respond to the generic response or Etsy will close the matter. 

[MakeDoAndWed]

Thanks, I have done that now

[vintageNCtreasures]

@MakeDoAndWed 
Only sellers with the "star seller" badge have this chat option that shows up all the time.

Introducing More Improvements to the Star Seller Program (etsy.com)

You have to contact Etsy through the help pages on "your" account.
You'll get a generic reply so reply back to it that you STILL NEED HELP. 
Don't start a new message, keep replying to the same one.

Some topics on the help pages, you might get a chat option, call back option or just the option to send a message.

Here's the call back link, sometimes it works sometimes it doesn't.

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[MakeDoAndWed]

Thank you for the call back link, I appreciate it

[thatregina · Accepted solution]

Thanks for your report! I escalated this on your behalf and this issue has been resolved. Please look out for a reply to the email associated with your account.