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Reactivation Issues

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Ticket #887567

I was told my issue with reactivation was being looked into, but I had no idea that Cryptic would just apply a charge to my credit card without my approval. I have two cards linked to my account because my original no longer has the money needed to continue my subscription. But now, this card is in overdraft - which will cost me a $30 charge. This unacceptable and needs to be looked into immediately.

Is there a phone number for billing support?
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Some part of me suspects that when I originally canceled my account, and my account information showed it was canceled, it wasn't actually - and that when I attempted to add more time to it, it was hitting an error because I was trying to apply a recurring subscription to an account that was hiding as recurring - when I saw it as canceled. When the time ran out, the account was billed to the card it was created with.

    Is this possible?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    My ticket disappeared, but this has yet to be settled.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I just checked in on the ticket, PlayfulDreamer, and it looks like a billing rep got back to you. In its current state it shouldn't have disappeared - Are you still logged in?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    My account still shows as active and my bank account still shows the charge - and no pending credits. I was told that my account would have to be canceled first to apply a refund. I guess that's the stage I'm waiting for.

    EDIT: To answer the question, yes. I can see my other outstanding support tickets (in-game bug reports), but the ticket I submitted for this issue is now under "closed tickets." The issue was not resolved. The new ticket is #889311.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Thanks for the response. I'll reopen the ticket.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Still waiting for information on this. It's been three days now, and I've yet to have my card reimbursed.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Still waiting for information on this. It's been three days now, and I've yet to have my card reimbursed.

    I am having someone in billing look into your issue.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Unsatisfactory. Someone HAS looked into my issue and this is the response I got:
    Hello, Thank you for contacting Cryptic Studios. We have reviewed your account. Your subscription is now active on your account. You should be able to log in and play Star Trek Online. If you need further assistance, please let us know. We apologize for any inconvenience this may have caused. Sincerely, Cryptic Studios Support

    Did they even READ my ticket? I was told my account would need to be canceled in order to reimburse my card which was charged without my authorization. Keep in mind that my account showed that it was canceled (re: my issue trying to resubscribe before my time ran out). I was attempting to resub with a different card that had the funds to resub, but was charged to a card that DID NOT have the money. Now my bank is applying an overdraft fee. Unacceptable, Cryptic. Solve this ASAP.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Unsatisfactory. Someone HAS looked into my issue and this is the response I got:



    Did they even READ my ticket? I was told my account would need to be canceled in order to reimburse my card which was charged without my authorization. Keep in mind that my account showed that it was canceled (re: my issue trying to resubscribe before my time ran out). I was attempting to resub with a different card that had the funds to resub, but was charged to a card that DID NOT have the money. Now my bank is applying an overdraft fee. Unacceptable, Cryptic. Solve this ASAP.

    I will get your issue escalated.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Thank you.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I was told a credit has been issued to my account, and that it will take 10 business days to process (funny, when you consider it only takes seconds to take my money), but in the meantime, I'm trying to resubscribe using a new card and I'm STILL having the original issue where I'm told "there was a problem" and to contact support.

    I was going to resubscribe today, hoping to take part in a fleet event, but I'm not sure it's worth the hassle.

    Ticket submitted. #890597
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    No response to my ticket as of yet. Does Cryptic not want my money?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    No response to my ticket as of yet. Does Cryptic not want my money?

    Let me see whats going on.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Thanks again for the help. You're on point.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    The issue has been solved, apparently, because I tried just now and finally got my card added and applied. However, now I'm seeing that the next billing date is today and not July 15. Is this accurate?

    I canceled the new subscription, as I do usually in case I'm not interested in the next month, and it still reads the 15th. I hope I didn't just spend a second 14.99 for one day of play...

    EDIT: Apparently that IS what happened because now I'm still in the demo. $14.99 later, I'm in the demo for a day.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I got someone trying to figure out whats going on with your account. They should have some info for me soon.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I assume you're relaying my updates here to them? Thanks again.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I assume you're relaying my updates here to them? Thanks again.

    Well its all recoded in the account logs, but additional information I am.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Is there a possible ETA on this? I'm dying to get in game, man.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    Check your PM's
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I sent a reply.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I don't understand... If you have it recorded that I paid (and I have TWO activation emails from my purchase today, and ONE cancel email) for a month's subscription, why is it so difficult to change the status of my account?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2010
    I don't understand... If you have it recorded that I paid (and I have TWO activation emails from my purchase today, and ONE cancel email) for a month's subscription, why is it so difficult to change the status of my account?

    Please keep details of your billing issue in the tickets.
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