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Please Fix This!!!!!

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I am at my wits end with this. I am reposting this in its own thread so maybe it will get some attention. First of all, this IS a billing problem. I know this is a tech support forum, but their isnt a billing support thread. So even if this isnt your department, this is the closest thing I can find since obviously the support ticket system is worthless. If you cant fix this, please take it to someone who can.

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.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I'm right there with you; I'm getting the same rubber stamped Everything-looks-okay-to-me response to my tickets. I've had to pay the minimum $15 monthly fee three times within a month. There's definitely a problem but I guess it's one to their benefit.

    Implausible posted that it's only okay to post about billing issues if there is a global poblem, but how will we know it's a global problem if we're not allowed to post about it? Billing certainly isn't going to sound the alarm as the problem is internal with them.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    And the sad part is that after all this so far, even with (Temporary) Active status, I don't even have the desire to log in and play now. This really does leave a bad taste in ones mouth.
  • 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 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
    Bump, just to group it with all the other posts of people having this same problem. :(
  • 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 stated that I had game time payed 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
    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
    The things you are posting aren't very informative. Check your credit card statement and see what you really paid. If there are extra $14.99 transactions then you need to contact billing support and give them the transaction ID (probably on your statement, or your card provider can tell you), indicating that you've been charged too many times, and they can take it from there. If there are only extra $1 transactions then this is not an issue, as you aren't really charged for those.

    They don't need evidence. They need detailed information.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    I I had not in fact paid these extras times, don't you think I would know it? Of course I checked my bank statements, and if you had read my posts, then you might have seen that I even offered to provide them to Cryptic if needed.

    As for detailed information, I gave all there was to give. Again, had you actually read this thread, you would know this. Besides, it is not my job to play detective and find out why my account was suspended for non payment after it was paid.

    As I stated in the post before yours, It would seem the problem has been corrected now, but thanks for your late and somewhat condescending advice. :rolleyes:
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Stromgold wrote: »
    As for detailed information, I gave all there was to give. Again, had you actually read this thread, you would know this.

    You've posted the messages you sent to Cryptic and nowhere does it give them the transaction ID of any extra charges.
    As I stated in the post before yours, It would seem the problem has been corrected now

    So those bank statements you said you had checked actually do not indicate there are any extra charges then. Jolly good.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Are you high? :confused:

    Read very, very carefully: I PAID from my accout 14.99 on June 6th, June 13th, July 4th, and my subcscription was suspended for non payment on July 8th. And yes, the money was actually deducted from my account on these dates.

    The problem has been corrected because my account is now active, and my game time has been adjusted accordingly to reflect the amount that I OVER paid on the dates specified above.

    So again, thanks for your ill-timed and incorrect advice on this issue. Thankfully it was resolved before you involved yourself.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Please keep your posts clean. ~GM Tiyshen
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Miiru wrote:
    I am glad that I could assist your whiny attempts to waste our time on a problem that you didn't need any help with.

    Now that's an example of award-winning customer service!

    Nasty.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Miiru wrote:
    I am glad that I could assist your whiny attempts to waste our time on a problem that you didn't need any help with.

    Not only nasty, but very unprofessional.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    SojournerX wrote:
    Not only nasty, but very unprofessional.

    No offense but the guy who responded is not a Cryptic employed in case you did not know...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Diomasach wrote: »
    No offense but the guy who responded is not a Cryptic employed in case you did not know...

    None taken, and yes I do realize that. He is offering his "assistance" to Cryptic as what I presume to be a volunteer public moderator/troublehooter in [thread=166908]another post.[/thread] If that is indeed his intent, then perhaps some working on customer service and/or people skills might be in order, ESPECIALLY if he is looking to be a mouthpiece and/or representative for Cryptic.

    While I do sympathize with the OP, in Miiru's defense I think in the heat of the moment the OP may have escalated the issue unnecessarily. That being said, however, let me ask you this: If you had a customer service issue, be it Billing, Technical, whatever, would you be happy with that TRIBBLE of a reply? I think not. It is ugly and unnecessary.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Perhaps I did escalate the issue, and perhaps even unnecessarily. I will admit to that. :o I tend to get rather upset when I get billed for a monthly service 4 times in 34 days, and then have that service suspended for non payment when it has in fact, been over-paid. Then, I after several days of waiting for a ticket response, I still get no help with the issue. So yes, I was rather upset at the time. Who wouldn't be?

    Once the issue was resolved by accounting, and my gametime adjusted to reflect the over payment, I made another post stating that it had been fixed. It was about 12 hours after this issue was resolved that this "volunteer" decided to get involved, and rather rudely I might add. Needless to say, customer service should not be this person's area of expertise. LOL
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Couldn't agree more; such a brazen attitude from "volunteer help" is really astounding! Let's hope that is all they ever become.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited July 2010
    Stromgold wrote: »
    Perhaps I did escalate the issue, and perhaps even unnecessarily. I will admit to that.

    ..But then again, you were aggressively baited, so don't sweat it.
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