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Please REVIEW your billing practices! Everyone please read!
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Posted 4/26/11
First, I would like to state that it is not right for Crunchyroll to terminate unused days or even weeks of paid subscription time, when someone presses "cancel".

If Crunchyroll does not honour the full amount that has been paid for, then I'm sure there is some Consumer Rights legislation that is being contravened here, since customers have specifically paid for 1 month, IN ADVANCE.

Second, it is not right for Crunchyroll to retain and subsequently bill customers using credit card information that has been deleted by the user. I deleted my credit card information from my account settings page before the free trial ended, as I didn't wish to be billed through my credit card. And lo and behold, I find my card charged two weeks later, on the dot.

This is UNETHICAL! CR pls refund the subscription fee, and change your billing practices!!
Ronin
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30 / M / California
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Posted 4/26/11
When you delete your billing information, it is stated that doing this will not cause your subscription to be canceled. We allow people to delete their billing information since some people don't want to keep their information in a publicly accessible place. The only way to cancel is from your Premium Membership Status page.

When you canceled from the Premium Membership Status page, it was stated that the membership would be immediately canceled before you confirmed the cancellation.

In short, as long as you read what is stated on the page, you would not have these problems.
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99 / luftballons
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Posted 4/26/11

When you canceled from the Premium Membership Status page, it was stated that the membership would be immediately canceled before you confirmed the cancellation.


Dude, you can't do that unless you refund the balance. You either have to let the billing period conclude with service, or you have to refund the balance, but you can't delete service that's been paid for. That's obviously designed to make it difficult for a consumer to cancel without loss, in CR's favor, and it's not legal to do that. As a service that crosses state lines, you're subject to all kinds of federal consumer protection laws.

If you keep doing it, someone sooner or later will arrange to have it corrected, and then CR will be on the hook to pay back all illegally-obtained remainders, not to mention likely fines, and that could be financially disastrous. Don't invite disaster. Just be ethical and meet your obligations.
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Posted 4/26/11 , edited 4/26/11

AikenGhoti wrote:


When you canceled from the Premium Membership Status page, it was stated that the membership would be immediately canceled before you confirmed the cancellation.


Dude, you can't do that unless you refund the balance. You either have to let the billing period conclude with service, or you have to refund the balance, but you can't delete service that's been paid for.



Dude, it's in their FAQ under Premium Membership FAQ.

"6. Can I cancel anytime?
Of course! You can easily cancel your renewal anytime, online, 24 hours a day with no cancellation fees. Although, there are no refunds for partial subscriptions.


"6. I paid for Premium Membership but I don't have access to any of the benefits that come with it, how come?
There are a few things that could have happened here.

-You canceled your membership subscription. If your membership is set to expire in less than 30 days and you cancel your membership, you will instantly lose access to the benefits that come with membership."


Um, to the mods and admins, sorry for copying from the FAQ.
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99 / luftballons
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Posted 4/26/11
Writing it down doesn't make it legal.

A contract, even if signed in ink, is not legal, in part or in whole, if only one party benefits from it. A clause that says, "Yes, you can cancel service, but then you lose both the service and the money you paid for it," will not hold up in court. If I pay for a month and then immediately cancel, I lose my money with no services rendered. That's a 100% lopsided cointract, and thus not a valid contract. There must be an exchange.

Also, no amount of fine print makes a sleazy practice less sleazy.
Posted 4/27/11 , edited 4/27/11
Folks, please don't blame others for ones own lack of actually reading the terms each user agrees to.
Posted 4/27/11
I'm in agreement with OP, because in my oppinion CR does violate trading standards. When you subscribe to this website for a month, one does expect membership for that period (whether you cancel or not). Majority of naive people will expect this, which makes it unfair for the consumer. Another reason i agree with OP is because it won't be an upheaval for CR to change this practice.

Also, finding the premium membership page isn't that easy. It's certainly not visible easily... infact the last time i went onto it, i had to google "Premium membership page", just to check details out.

The two week free trial scheme, In my oppinion shouldn't be auto-billed, as the only other sites i can think of which does this thing are of dubious repute (page 3 of the sun kind of stuff). Additionally, I don't think it's that clear Auto-billing will occur. This is just my oppinion, but i am aware that many questions and answers are available on F&Q's.

http://www.businesslink.gov.uk/bdotg/action/layer?r.i=1073792290&r.l1=1073861169&r.l2=1087428702&r.l3=1074014173&r.s=sc&r.t=RESOURCES&topicId=1074014173

http://www.tradingstandards.gov.uk/index.cfm
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Posted 4/27/11 , edited 4/27/11
nevermind I was wrong. ><
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Posted 5/1/11

CrossForte wrote:


AikenGhoti wrote:


When you canceled from the Premium Membership Status page, it was stated that the membership would be immediately canceled before you confirmed the cancellation.


Dude, you can't do that unless you refund the balance. You either have to let the billing period conclude with service, or you have to refund the balance, but you can't delete service that's been paid for.



Dude, it's in their FAQ under Premium Membership FAQ.

"6. Can I cancel anytime?
Of course! You can easily cancel your renewal anytime, online, 24 hours a day with no cancellation fees. Although, there are no refunds for partial subscriptions.


"6. I paid for Premium Membership but I don't have access to any of the benefits that come with it, how come?
There are a few things that could have happened here.

-You canceled your membership subscription. If your membership is set to expire in less than 30 days and you cancel your membership, you will instantly lose access to the benefits that come with membership."


Um, to the mods and admins, sorry for copying from the FAQ.


Wow! If I am understanding what you are saying if I purchase a one year subscription and then cancel it that same day because I do not want to renew even though the package clearly states that it is "Only $0.17 per day!" it is really $59.95 per day.

You do not consider this to be false advertising because the FAQ says that this is the case (since everyone knows that the FAQ is a legal binding document that needs to be consulted before purchasing from a company /sarcasm). BTW is there a document that you agree that your purchase is bound by that specifies that when you cancel your subscription you do not get to use the remainder of the time that you paid for? Sleaze is sleaze but in this case it seems that no one is referencing any fine print that they user should have read in the first place.

I agree with the OP on this one. If this is the case this does not seem ethical even if there is a warning that canceling your subscription doesn't behave in the manner that you would expect it to.

If you actually had this problem (and are in the US) the BBB https://odr.bbb.org/odrweb/public/getstarted.aspx might be able to help get a satisfactory resolution.

The FTC https://www.ftccomplaintassistant.gov/ might be interested in this as it seems to be false advertising.

Least fun suggestion is if you were on a monthly plan and explain the problem to your credit card provider they may have some suggestions on what to do

~~~

I am a happy Crunchyroll subscriber but I do not agree with the billing practice as reported here. It does not seem ethical and I have questions as to its legality. I sincerely hope that Crunchyroll reviews this policy and, if the policy is truly as reported here, fixes said policy.
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27 / M / Louisville, KY
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Posted 5/2/11
If you buy a membership that lasts longer than 30 days (1 month) and cancel your renewal immediately it will keep your membership but cancel your renewal. I do that all the time, the first time I messed up but BK fixed it. I do agree that the billing practice could be something improved. Blizzard uses the best billing cycle in the whole world. You pay for 30 days, 60 days, etc. and that is how much you get. If you cancel your subscription you still get to play until your time runs out. Then you can add more when you want. Every company should adopt this practice.
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25 / M
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Posted 5/2/11
I, too, can't understand why people can't receive what they paid for WITHOUT any strings attached.

It is unethical to charge someone for one months worth of service and rescind that service on-the-spot when the customer decides to preemptively cancel NEXT month's subscription. And to add insult to injury, the balance is not refunded.
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Posted 5/4/11 , edited 5/4/11
It does seem unfair that people lose membership they have paid for, even if they willingly clicked cancel... I don't really see the point of doing it this way either, as people who weren't planning to come back wouldn't use more bandwidth anyway, and those who want to use the rest of their membership would just complain.

As for the credit card information part, that's simply a non-issue... The problem is with your interpretation of it, not the wording or process.
Posted 5/4/11
I wonder if anyone is taking notice, i really want to be able to cancel when ever lol
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Posted 5/4/11
This is why I refuse to pay for CR until they change their ways. If more people did the same they might open their eyes. I love how there has been no more comments from the admin on this topic because they just avoid it and hope it goes away... In actuality I bet they would get more subscribers if it wasn't like it is. I know I was very reserved about ordering my first subscription and almost didn't because of how the cancelation terms are written.

I will never again pay because like someone else said if you subscribe for 1 year at $60 and if you miss your cancelation by 1 day well that sucks to be you now you gotta either keep it for another year (and they hope you miss the deadline again) or you cancel and lose the money anyway.
Ronin
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Posted 5/4/11

disorbtion wrote:

This is why I refuse to pay for CR until they change their ways. If more people did the same they might open their eyes. I love how there has been no more comments from the admin on this topic because they just avoid it and hope it goes away... In actuality I bet they would get more subscribers if it wasn't like it is. I know I was very reserved about ordering my first subscription and almost didn't because of how the cancelation terms are written.

I will never again pay because like someone else said if you subscribe for 1 year at $60 and if you miss your cancelation by 1 day well that sucks to be you now you gotta either keep it for another year (and they hope you miss the deadline again) or you cancel and lose the money anyway.


Didn't reply since I saw no reason to reply, I pretty much already explained everything. If you purchase 3 or 12 months of membership, you can cancel the renewal at any time, aside from the last 30 days, and still utilize the remaining time you have without any problems. So you don't need to wait for the last day.

If people want to complain about it, I will let them and I will read their comments but I'm not going to argue about it.
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