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Account Suspended/Renew Subscription Issue

SystemSystem Member, NoReporting Posts: 178,019 Arc User
The billing team is working through the tickets as quickly as they can so please have patience. Your ticket will get answered and your issue will be addressed.
**Reposting in it's own thread, original thread found [thread=162585]here.[/thread]



Okay, I could use some assistance with this now.

I had some billing fuzziness when I joined in April, but my ticket was pretty much ignored (I received a rubber-stamp "Everything-looks-okay-to-me" response from whomever was supposed to be working in Biling and/or Customer Service) and I eventually forgot about it. Then a week and a half ago on 6/24/2010 I got that ACCOUNT SUSPENDED notice when I attempted to log on. It was immediately following a Thursday patch and I assumed it was related to that as I had read posts where people had the same experience.

I posted to [thread=162585]another thread[/thread] but decided that I didn't want to wait and went ahead and resubscribed for another month at $14.99. I edited out the jerk-comment I posted as I was set to renew anyway. Well yesterday I noticed in my Account section that my next billing date would end on July 4th even though it hadn't been two weeks yet. Sure enough, ACCOUNT SUSPENDED. Now I just went and renewed AGAIN just so I can log in!!

Will somebody at Cryptic PLEASE look into this; it's supposed to be on automatic renewal and I shouldn't have to worry about renewing every TWO WEEKS for my MONTHLY subscription! Do the math, June 26th to July 4th is not a month.

And here's the kicker: Now, just minutes ago, after I renewed for a month for a second (and possibly third) time in four weeks, it says my subscription is back to ACTIVE, but the next billing date is already listed as TODAY, JULY 4th!!

I will log in now and attempt to place a ticket; it seems impossibe to create one on the website out of game. Someone should look into that as well.

Somebody please help me. I have already invested a lot into this game in just a few months, in terms of Cryptic points and unnecessary renwals. ) If there isn't a satisfactory resolution, it will likely be the last month I (willingly) pay for.

Please help. Ticket about to be submitted.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I have the EXACT same problem. As of today, I have now paid for my subscription 3 times in 30 days.

    I have also submitted a ticket, and am expecting to be compensated in some way.

    Edit: Ticket #906359

    I hope this issue gets some attention before my account is unjustly suspended again. I refuse to keep paying 15.00 every 2 weeks to keep my subscription.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Stromgold wrote: »
    I have the EXACT same problem. As of today, I have now paid for my subscription 3 times in 30 days.

    I have also submitted a ticket, and am expecting to be compensated in some way.

    Edit: Ticket #906359

    I hope this issue gets some attention before my account is unjustly suspended again. I refuse to keep paying 15.00 every 2 weeks to keep my subscription.

    Thanks for your support; it sounds odd, but there's some comfort knowing that I'm not the only one with this problem.

    The good news is my account is still listed as ACTIVE and I will be able to log in. The bad news, however, is that the next billing date has been changed to...THIS WEDNESDAY, JULY 7th! For those at home keeping score, that's another $15 due in just three days!

    I just saw the link posted in the [thread=162093]Tech Forum 101 thread[/thread] on where to go for billing issues. It's a dead link for Chanpions Online, so I went to it's support section which redirected me to Atari, so I'll try to submit a ticket there. Maybe somebody, somewhere between here and there will see that there is a problem and perhaps be motivated to do something about it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    SojournerX wrote:
    Thanks for your support; it sounds odd, but there's some comfort knowing that I'm not the only one with this problem.

    The good news is my account is still listed as ACTIVE and I will be able to log in. The bad news, however, is that the next billing date has been changed to...THIS WEDNESDAY, JULY 7th! For those at home keeping score, that's another $15 due in just three days!

    I just saw the link posted in the [thread=162093]Tech Forum 101 thread[/thread] on where to go for billing issues. It's a dead link for Chanpions Online, so I went to it's support section which redirected me to Atari, so I'll try to submit a ticket there. Maybe somebody, somewhere between here and there will see that there is a problem and perhaps be motivated to do something about it.

    Gahh I forgot to change that link in the 101 sorry. On to the issue, unfortunately no one in the tech support forums can address this issue. If you submit a billing ticket someone will get to you as soon as they can.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Gahh I forgot to change that link in the 101 sorry. On to the issue, unfortunately no one in the tech support forums can address this issue. If you submit a billing ticket someone will get to you as soon as they can.

    I have submitted a ticket. Its been 3 days now. I still haven't had a response of any kind. :mad:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Stromgold wrote: »
    I have submitted a ticket. Its been 3 days now. I still haven't had a response of any kind. :mad:

    Well it was a holiday weekend and billing is only open during business hours. 8am-5pm PST Mon - Fri

    Someone will get to you though.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I just found this on the atari site and see my trouble ticket on there site and well as the star trek site and found this info

    Payment and billing questions for any purchase made on Atari.com, should be directed to:

    United States
    Store Support Homepage
    Order Lookup

    Contact Store
    Online Form
    Email: webhelp@digitalriver.com
    Phone: 1-800-310-2850

    Im going to be calling them tomorrow morning about my stuff and see if they can sort it out for me since they are showing my tickey on there sute as well
    so i dont know if this will help but tis worth a try!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    "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 into your account now. If you need further assistance, please let us know. We apologize for any inconvenience this may have caused. Sincerely, Cryptic Studios Support"


    Well I did get a response (posted avove) to the first of two tickets submitted. It seems all they did was to check to see if the account status was ACTIVE (it was, as it should be) and rubber-stamped the everything-looks-okay-to-me reply. Clearly no one bothered to investigate what the real problem is, that being why my account is suspended for an expired subscription multiple times within a month, when a month is the minimum length of a subscription.

    And after double-checking, IT STILL ISN'T RIGHT!! My next billing date is listed as July 23rd when my last renewal was July 3rd!! Hell-looo, that's not a month!!! Clearly, I am going to lose the game time I have over paid for.

    If submitting tickets can't get me help, what am I supposed to do?

    Cryptic, I am a customer, not an employee. It is not my job to play Nancy Drew and super-sleuth my way to a solution. I guess STO will be losing yet another subscriber altogether.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    SojournerX wrote:
    "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 into your account now. If you need further assistance, please let us know. We apologize for any inconvenience this may have caused. Sincerely, Cryptic Studios Support"


    Well I did get a response (posted avove) to the first of two tickets submitted. It seems all they did was to check to see if the account status was ACTIVE (it was, as it should be) and rubber-stamped the everything-looks-okay-to-me reply. Clearly no one bothered to investigate what the real problem is, that being why my account is suspended for an expired subscription multiple times within a month, when a month is the minimum length of a subscription.

    And after double-checking, IT STILL ISN'T RIGHT!! My next billing date is listed as July 23rd when my last renewal was July 3rd!! Hell-looo, that's not a month!!! Clearly, I am going to lose the game time I have over paid for.

    If submitting tickets can't get me help, what am I supposed to do?

    Cryptic, I am a customer, not an employee. It is not my job to play Nancy Drew and super-sleuth my way to a solution. I guess STO will be losing yet another subscriber altogether.

    Let me see whats up.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Ok, here I am again.. my account is suspended AGAIN. I just paid it FOUR days ago. I have submitted a ticket, got a response that my account was ok, then it was canceled again today!! Seriously??

    Here is a cut and paste of the ticket:


    I paid my account on June 4th, and it was cancelled due to non-payment on the 13th, even though I paid it. So, I reactivated my account by paying another months subscription on the 13th of June. Now today (the 4th of July) I had to pay it AGAIN to reactivate my account. So, I have now paid 3 times in 30 days!

    I certainly hope that someone will get to the bottom of this. I am also expecting to be credited for the extra money I have paid. I don't care whether it is in form of subscription time, or c-store credits, or refunded to me directly.

    I would also appreciate some sort of response to this inquiry so that I know that it is being looked into.

    Thank You

    Edit: If needed, I can provide proof of payment on these dates, as well as re-activation confirmation emails from Cryptic on these dates. I am sure you have these on record as well, but I will be happy to provide this information if needed.


    Edit again!! My account is now cancelled AGAIN!!! By your own response, which I received today, it was paid on July 4th.. yet, on the 8th it is cancelled??? I have already paid on June 4th, June 13th, July 4th, and now its suspended again on July 8th??Seriously???


    I am usually a easy going guy, but this is going too far. I fully expect my account to be re-activated .. and I expect to be compensated for the overpayment I have made already.

    Customer Service Response:
    Greetings, I took a look at your transactions and I see that you were charged 14.99 on June 4th and then a $1 test transaction on June 9th. The test transaction was refunded and you were then charged on July 4. Feel free to update this ticket with any further questions you may have regarding this matter. Cheers, Cryptic Studios

    The highlighted text is the response I just added when I tried to log in and saw my account was suspended again for no reason. I absolutely refuse to pay for another months service for the fourth time in about a month.

    The first ticket took several days to get an answer..and revealed that there was nothing wrong when there in fact was. So I suppose there will be no STO for me for several days, if ever. I am really not sure its worth all this hassle anymore. All I wanted was to pay my subscription and play like I've done with many other MMOs.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Yep exactly the same issue here. I have only been re-subbed for 10 days and now I can't play at all. I'm sure no one will take accountability for the TRIBBLE up!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Bump! and REPOST:

    Ok, here I am again.. my account is suspended AGAIN. I just paid it FOUR days ago. I have submitted a ticket, got a response that my account was ok, then it was canceled again today!! Seriously??

    Here is a cut and paste of the ticket:
    I paid my account on June 4th, and it was cancelled due to non-payment on the 13th, even though I paid it. So, I reactivated my account by paying another months subscription on the 13th of June. Now today (the 4th of July) I had to pay it AGAIN to reactivate my account. So, I have now paid 3 times in 30 days!

    I certainly hope that someone will get to the bottom of this. I am also expecting to be credited for the extra money I have paid. I don't care whether it is in form of subscription time, or c-store credits, or refunded to me directly.

    I would also appreciate some sort of response to this inquiry so that I know that it is being looked into.

    Thank You

    Edit: If needed, I can provide proof of payment on these dates, as well as re-activation confirmation emails from Cryptic on these dates. I am sure you have these on record as well, but I will be happy to provide this information if needed.


    Edit again!! My account is now cancelled AGAIN!!! By your own response, which I received today, it was paid on July 4th.. yet, on the 8th it is cancelled??? I have already paid on June 4th, June 13th, July 4th, and now its suspended again on July 8th??Seriously???

    I am usually a easy going guy, but this is going too far. I fully expect my account to be re-activated .. and I expect to be compensated for the overpayment I have made already.


    Customer Service Response:
    Greetings, I took a look at your transactions and I see that you were charged 14.99 on June 4th and then a $1 test transaction on June 9th. The test transaction was refunded and you were then charged on July 4. Feel free to update this ticket with any further questions you may have regarding this matter. Cheers, Cryptic Studios
    The highlighted text is the response I just added when I tried to log in and saw my account was suspended again for no reason. I absolutely refuse to pay for another months service for the fourth time in about a month.

    The first ticket took several days to get an answer..and revealed that there was nothing wrong when there in fact was. So I suppose there will be no STO for me for several days, if ever. I am really not sure its worth all this hassle anymore. All I wanted was to pay my subscription and play like I've done with many other MMOs.

    I have sent another ticket, emailed an admin, tried IRC Chat, posted another thread. Funny how there is no way to contact billing support except the massively example of failure that they call a ticket system.

    Even the response I got was wrong. They claim that I only paid on the 4th of June, and the 4th of July, yet my bank records clearly show they accepted my payment on 6/4, 6/13 and 7/4. I even have the the "Thank you for re-activating your account" emails that they sent to me. Then, 4 days later, my subscription is up again! Sheesh!

    I can't understand why they can't seem to nail this down. I have been playing MMOs for many years, and I have never had an issue like this with any other company.

    Its a shame that such a great game as STO has such a pitiful excuse for customer service. :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Let me see whats up.

    Implausible, perhaps it has something to do with the fact that I changed payment methods. I know I changed from Visa to MasterCard; perhaps the mechanism set up for facilitating renewals has not/can not reconcile a changed payment method?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Ok, heres some proof of what I am saying: Even thought the customer service person responded to my ticket, he/she said that I never paid to renew my subscription on the 13th of June after I had just paid it on June 4th. Here is the customer service ticket response: http://i426.photobucket.com/albums/pp341/Stromgold1/SubTicketResponse.jpg


    Now have a look at this: (please make note to the dates)
    http://i426.photobucket.com/albums/pp341/Stromgold1/SubRenew1.jpg

    Then, it was cancelled again on the 4th of July, so I paid again!
    http://i426.photobucket.com/albums/pp341/Stromgold1/SubRenew2.jpg

    Then, yesterday there is this:
    http://i426.photobucket.com/albums/pp341/Stromgold1/SubCancelled.jpg

    I have paid for my subscription 3 times in one months time, and now Cryptic wants me to pay a 4th time, all within 34 days time. Please fix this or pass it to someone who can. Your ticket system has failed me completely. I even offered in my original ticket to provide proof of what I am saying, and I was told that I never paid on the dates I have specified. If needed, I can also provide my bank transaction records. I can't understand why Cryptic's transaction records would not match my own, but apparently that is the case.

    I am starting to wonder if the billing department is just flying by the seat of their pants. As I stated before, I love playing STO, but this billing issue is the worst example of customer care/service that I have ever seen.

    I only hope to have it resolved soon so that I can have the service that I have not only paid for, but have over-paid for.

    Edit: Ticket #906359
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I have just found 2 more posts with people having the same issue. One can only wonder how many people are being affected by this. I have posted links in their threads to this thread so that maybe, just maybe, some one will address this problem and get it fixed!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Some additional information in case it may help. When I renewed my subscription again on the 4th of July, my account information showed that I had game time until August 4th. I checked to be sure of it. Then somehow, it was changed to July 8th and cancelled on the same day, which was yesterday.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    meanwhile, 17 hours later.. no response of any kind . . . . :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    ok, my account is now active, and as of now it says that I have game time until August 13th. Though it now says my recurring subscription is cancelled. I suppose I will have to see what develops in the meantime.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Yes, this is not only frustrating but extremely dissapointing. My last "forced renewal" was on July 3rd/4th, yet my billing cycle still has an end date of July 23rd. Unless the dynamics of the space and time continuum (really bad pun intended) have changed in the last month and I just didn't get the memo on it, July 4th to July 23rd STILL ISN'T , NOR EVER WILL IT BE , A MONTH.

    Both tickets I opened on this were closed without any investigation. I have no choice but to keep opening tickets. The sad part is, that by the time anyone gets around to fixing this, it will have been another month...which means I will have paid approximately three more times for the minimum month at the current rate.

    Implausible, you said you were looking into this? Tickets #905983 & #906791, if that helps expedite a solution. I understand these things may take time, but all it takes is a note from Billing, like "We're looking in to this, sit tight!" or something to that affect, to calm an upset customer.

    (I love how they close out tickets as "Resolved", with no resolution.)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I feel for you SojournerX. As you know, I had the same issue, and it seems to have been resolved now. I am glad I got it resolved, but it troubles me that you are still having the same issue, especially since you posted this problem before I did.

    I also agree that it would go a long way toward re-assuring customers if they would get some sort of response at least saying that the problem was being looked into. That long "silent wait" just leaves you feeling like you are talking to yourself or being ignored. I myself never received any sort of response at all, even after the problem was fixed for me. I just checked my account status on a whim, and saw that it was right and that my gametime had been adjusted accordingly.

    I hope I have seen the last of billing/account issues from this game. Two months in a row of billing errors is more than enough frustration for what should really be a simple business transaction.

    I wish you the best of luck in getting this issue addressed and remedied.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Thanks!
    It certainly does add to the frustration when one is told by another that they will personally look into a partticulr issue...and then never be heard from again. And I do feel bad that customers with problems have to come to a PC/Tech forum for help when they get more assistance and information there than from creating a ticket.

    *Fingers crossed*
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