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Update - Billing Issues - 12 month promo subs and a $30 charge

SystemSystem Member, NoReporting Posts: 178,019 Arc User
All players who were unintentionally charged $30 have now been fully refunded. This may take a day or two to show up on your bank/credit card statement depending on how your financial institutions work.

The players who are having issues with the 12 month promo subscription is still on-going. We have applied a temporary fix to the accounts affected by applying 5 days of play time until we can permanently resolve and fix this issue.

We will update you all once we have resolved the 12 month promo subscription.
Post edited by Unknown User on
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Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Not sure if anyone else is still have an issue.
    But I have a 12 month and still cannot login

    Quite dissapointing
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    You're not alone, I also am not able to login. I have the "Game card suspended" message showing up at the bottom of my account. But right above, it shows that my 12 mo subscription is still activated
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Do you both have a retail key applied to your account?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I'm having the same issue. Once the free month was up, I can no longer log in. I have a 12 month pre order and was in both betas. I submitted a ticket.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I cannot login too. I have an 60 day gamecard code activated, but I get a billing error. I wrote a ticket for 6 days without any response at the moment.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    tedgp123 wrote: »
    Do you both have a retail key applied to your account?
    Collectors edition here
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Having the same issue here. Purchased the 12 month promo before release. Now I am getting Game Card SUSPENDED on my account. I have never used a game card. I submitted a ticket to Billing 5+ hours ago and have had no response.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Migamus wrote: »
    Having the same issue here. Purchased the 12 month promo before release. Now I am getting Game Card SUSPENDED on my account. I have never used a game card. I submitted a ticket to Billing 5+ hours ago and have had no response.

    Since I just now submitted a ticket, I guess I won't be getting any help for quite a while... :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I think our only hope at playing this weekend is if a dev sees this and is nice enough to use their personal time to help us with the temp 5 day pass fix.
    btw I had submitted a ticket over 12+ hours ago and havent had a response.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Germn wrote: »
    I cannot login too. I have an 60 day gamecard code activated, but I get a billing error. I wrote a ticket for 6 days without any response at the moment.

    Do you have a retail key on your account?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    tedgp123 wrote: »
    Do you have a retail key on your account?


    I'm having the same issue, and I do have a retail key entered to my account:
    Activated Features

    * Star Trek Online Closed Beta
    * Star Trek Online - Preorder
    * Star Trek Online 12 Month Subscription Preorder
    * Star Trek Online - Digital Deluxe
    * Guaranteed Closed Beta Access - View Status
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    UnnamedOne wrote: »
    Not sure if anyone else is still have an issue.
    But I have a 12 month and still cannot login

    Quite dissapointing

    I am in the same boat. Have a 12 month subscription, but says Account Suspended and can't login. :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    12 month sub and getting game card suspended. Key is activated.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I suppose I feel better that I'm not alone in this. I also found I could not post in the normal player/dev areas of the forum.

    This feels like a free month should be tacked on to the end of our subscription. No warning, just suddenly "suspended" and its up to US to figure out why and send messages. Big headache. Free dessert warranted!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I was the first to post on this topic and it has now been over 24hrs and I have had no response to the Ticket I submitted.

    And yes I had already Activated my Retail Key long ago.

    Even if they have not figured out how to fix this issue, atleast respond to the Ticket I submitted. A simple "We know of the current situations and we are currently working on fixing it" would have been fine...but NO, I have got nada from them.:mad:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    My father recently upgraded my computer so I can play STOL and now I can't even log in says account suspended and when he figured out the 30 day free trail ended he put in is credit card info to set up a monthly payment so I can play ( by the way everything he did for me was a birthday present ) on friday so i can play this weekend and seems that cryptic's payment servers were down. And it is funny that cryptic does not have a customer service number that you can call on the weekends to have them help you.. get things straighten out .. most mmo's have customer service help on weekends.. well any way thanks for letting me post here seems I can not post anywhere else on the forums.. especially in the tech support forums.. :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Dragoncub wrote: »
    Mein Vater hat vor kurzem meinen Rechner aufger
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Can't login still, changed text from ticket from "please fix" to "please refund". I have had enough of Cryptic and ST:O in its current state. Not being able to sort out billing in 5 weeks and 3 tickets resulted in my 12-month sub not being delivered as agreed so I'll have a refund, thanks.

    I've lost all faith in Cryptic's ability to provide the product, so far reasonable expectations have not been met.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Five days since my last reply, my ticket was escalated to the next tier of support this week and the reply informed me that I would be relayed any information from that higher tier of customer support. That was about 4 days ago, I have not heard anything.

    I have not tried logging in since the 8th, I have no desire to continue playing this game anymore. I am just waiting for a proper and complete reply from customer support, ever since the 7th...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I purchased a subscription for a year on STO but this month I was charged 256.38 euros for a lifetime I have not bought
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    QAPLA'
    im european (spanish) player i see you have refund me the 30$ charge.
    you charged me with 30$ (22.65 €) on 3/3/2010
    you refund me the 30$ (21.30 €) on 3/4/2010
    i lost 1.35 € please refund me this money because that is your fault.
    thanks
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    i upgrated my comp 2 play STO but i keep getting account error, sent 3 tickets to billing but only received automated reply.:confused:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Ticket still not answered. Created on the 7th of March, got a message that it was escalated to the next tier of support and that I would receive new information as it becomes available. It's been almost ten days in total now, and no information whatsoever has been given. It's been about a week since that one reply.

    I have not tried to login since the 10th or so, nor will I try to login again. I am no longer interested in fixing the billing issues. I bought the 1-year sub before launch and in the weeks the game has been running Cryptic has been unable to fix all of the issues with that order. It apparently has not been processed properly even though I've paid over a month ago. Since any reasonable time has long passed, I want a refund of the amount paid and any subscription plan terminated. You did not uphold your end of the agreement so I want out.

    Your customer support is appalling, you come across as uncaring, arrogant even. Silence for ten days is unacceptable for a billing issue. Silence for a week after a ticket has been escalated is even worse. Either hire more people and start answering the effing tickets or close down the ticket system and stop pretending you provide support.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    bobroyall wrote: »
    Since I just now submitted a ticket, I guess I won't be getting any help for quite a while... :(

    I had to enter a credit card for a month's billing to be able to keep playing.

    I did receive an email today stating my 12-month subscription had been fixed and that I would be refunded the 1 month billing I was charged. I have confirmed that a credit has been issued to my card and my subscription date is correct!

    Thanks Cryptic.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I registered and verified my account and it told me it was verifed an i could log in and post on the forums but i can't do any of those things. i just bought the game and put in my account key. am i suppose to also buy a subscription along with the free 30 days?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I got the 60 day gamer card from best buy but i enter it in and it still wont let me play do I need to go get my money back???
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    secure111 wrote: »
    I got the 60 day gamer card from best buy but i enter it in and it still wont let me play do I need to go get my money back???

    Did you do the other steps.
    Enter a retail game code from purchase f the game and selected a renewing subscription (with game card 1 month recuring)

    A subscription is required to play.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I raised 2 tickets for this exact issue and was assured twice that the 12 month sub would kick in automatically. Just goes to show my scepticism was justified.

    Now I need to wait yet again for a reply and an update.

    The support process is so slow.

    Why do they let these kind of mistakes happen, even if they were forewarned as to the mistake they take no action.

    Its as if tickets fall on deaf ears!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    3 days on and still no update to the 12 month pre order issue.
    My account still states its suspended............
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I had my ticket answered in three days.
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