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Please REVIEW your billing practices! Everyone please read!
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Posted 5/6/11


WHY WON'T IT READ?!
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Posted 5/7/11
All you have to do is REPORT IT TO YOUR BANK which the card comes from. Trust me, they have means to get your money back. So far CR is in good standing for online business practices, meaning no complaints has ever been made on this site ..so far.
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Posted 5/8/11

BasouKazuma wrote:


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.



As an official customer service representative, you should be fired after you remarks & (bad) attitude on this page in regards to legitimate, well written complaints (as opposed to: "OmG iCAn't bleve day U chARgd Me aftRRr I tol u noT TOO!!! ^#^%#^%#^#%").

There are 3 ways this can play out:
1. Crunchy Roll will do nothing and no one will press legal action. This is a big gamble for Crunchy Roll.
2. Crunchy Roll will do nothing, and legal action will be enacted by righteous Internet Citizens. Crunchy Roll will possibly be bankrupted or subject to so much of a fine or punishment that they will likely close up shop due to the hassle, legal expense, or lack of funding after doing something so stupid moving forward. I pay for my subscription and would not like to see Crunchy Roll go under, especially because some punk moderating the forum didn't see the importance of an issue brought before him to report to his superiors.
3. Crunchy Roll fixes itself to have less sleazy business practices (FAQ and legality aside, it's sleazy, as someone before me said) and life goes on and this issue becomes moot.

Personally, I don't care if you get fired or not, but you should be corrected to not display a flippant attitude to paying customers (that's right the only customers involved here are the paying ones, the free ones don't have billing).

Now, this issue that if I delete my credit card info, you can still auto-bill me: EXCUSE ME?!?!?!?! I'll say it again: EXCUSE ME?!?!?!?! If I remove my credit card information from your servers, it BETTER WELL DAMN BE REMOVED. That is a blatant lie and there is no doubt in my mind that is illegal (never mind unethical). In light of this information, I will certainly be giving Crunchy Roll Customer Service a call to see what that's about. What's their number?
Jaeger Moderator
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Posted 5/8/11 , edited 5/8/11
I think the point is you shouldn't have to immediately cancel membership, and risk losing time that you have paid for, to stop it automatically renewing (and billing) your credit/debit card.

It's not about "should or shouldn't he have read the terms", it's about not having to jump over obstacles to stop yourself being charged for something you don't want, and at the same time losing something you've already paid for. Whether it's written down or not in the terms is irrelevant if you're talking about customer service.

A simple "automatically renew membership" option that's disabled by default would solve this, in my opinion.

This is something I've always looked out for when signing up for Amazon's premium membership trial :P.
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Posted 5/13/11
I've just taken a look at the cancellation page and it's pretty clear that you may lose the benefits of your membership immediately. It's not a major issue, I could just cancel on the last day I wanted to use it. However, I would much prefer CR handle that for me and just let the membership run out naturally rather than being cut short. It would seem to be a good solution unless there's some technical reason why this isn't possible and even then I think it should be worked on in the name of fairness and goodwill.

Regarding the point from the OP on removing billing info and yet still being charged I didn't at first think it was clear that you could still be charged if you have an active subscription after removing billing info. I then clicked the delete card link and it brought up a box informing me that "Deleting this credit card will NOT cancel your renewal" so that seems pretty clear.


Well said Sir:

it's about not having to jump over obstacles

Posted 5/14/11 , edited 5/14/11

Deep153 wrote:



WHY WON'T IT READ?!



This thread is stupid, op does not read.
Posted 5/14/11
Except the thread is not stupid, which one can see by the many comments other customers have made.

There are many cheap things CR staff can do to make this website more user friendly, and as said before the lamentable lack of responsiveness from staff is kinda aweful.
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Posted 5/14/11 , edited 5/14/11

michaelbritton wrote:

Except the thread is not stupid, which one can see by the many comments other customers have made.

There are many cheap things CR staff can do to make this website more user friendly, and as said before the lamentable lack of responsiveness from staff is kinda aweful.


Uh... there already is.

Well in my view I don't see a problem, if people aren't happy with the renewal option then don't use it if your not happy with the terms set out (called a contract/commitment), as there is the non-recurring option available (non-contract/non-commitment) "CR Bucks" or "Snail Mail" options.

The "CR Bucks" would be the most easiest since you can use either a mobile/cell phone, Credit Card (yes even Pre-Paid ones) or Landline to pay a 1, 3, 6 or 12 month sub.

So again I don't see an issue other than people bitching about not getting there cash back for particularly using a subscription, heck do you seriously think a cable/satellite, ISP or phone companies would allow you terminate your subscription early just because your not happy and give you your money back?

No because if they done that, the company would go belly up, it's called Business, also I'm surprised CR doesn't charge people for admin costs for cancelling there subscription early defined by British Telecommunications PLC as "Early Termination Fee" .
Posted 5/14/11
I think the OP point was that you pay for one month, and therefore you should get service til the end of the 30 day period.

What "early termination fee" is there on a 1 month obligable contract? There isn't any because you pay your dues in advanced first of all.

And i stick by what i said anyway, CR can make it a lot easier for the consumer. I'm not asking for any money back as well, but it doesn't mean i agree they can cut a service short like that.

I refer you to an earlier post on page 1 about trading standards, because the truth is F&Qs arn't exactly terms and conditions of a contract i think.
Darko1 
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Posted 5/15/11
Basically CR is offtering for periods of membership, NOT DAYS, if you just wanna to have some days then dont buy it... , ofcourse the free trial is an option, and you just have to cancel it, the problem its that people dont do it correctly, i have seen many complains like this, and in 90 % of the cases the fault is on the costumer side.
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Posted 5/15/11

meman887 wrote:

The "CR Bucks" would be the most easiest since you can use either a mobile/cell phone, Credit Card (yes even Pre-Paid ones) or Landline to pay a 1, 3, 6 or 12 month sub.


Which option lets me buy $6.95 of CR Bucks? I'm only finding a way to buy $5 or $10.
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Posted 5/15/11

michaelbritton wrote:

I think the OP point was that you pay for one month, and therefore you should get service til the end of the 30 day period.

I refer you to an earlier post on page 1 about trading standards, because the truth is F&Qs arn't exactly terms and conditions of a contract i think.


Oh but I have and you mean this?

zicko wrote:

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".


I'll quote from trading standards themselves A.K.A Consumer Direct from:
http://www.tradingstandards.gov.uk/advice/advice-business-cbrsum4.cfm

"When a consumer buys goods and/or services from a trader, both consumer and trader are making a legally binding contract. The contract may include various express terms and implied terms. Implied terms are generally that the goods will be of satisfactory quality, fit for their purpose and match any description.

Failure to comply with the terms of the contract is referred to, as a breach of contract, and the person committing the breach normally has to correct it in some way. There are various remedies open to a consumer where there has been a breach of contract, depending on whether the consumer has ‘accepted’ the goods.

Normally, a consumer has no automatic right to change his/her mind and to cancel a contract, so, if this happens, he/she is in breach of contract. There is, however, an automatic right to cancel in some special cases, including most consumer contracts made at a distance (eg mail order or internet) or at a consumer's home. There is other legislation affecting consumer’s rights in relation to misrepresentation, unfair contract terms, injury, business names and uncollected goods."

CR Terms found here and also in other words "legal contract upon paying between you and them"
http://www.crunchyroll.com/tos

Read "Access to Certain Content: Fees and Billing."

again CR has no obligation to refund people who ends up wanting to end there subscription early or either to allow that person to continue the subscription (since your from the UK, go read SKY/Virgin Media/BT's TOS for paid TV subscription service), further more I stand by what I have said since CR isn't misleading anyone under the terms that people agree to at the time of paying for a service in said TOS mentioned earlier.

Also the word "Terms Of Service" is just another term for "Contract/obligation/commitment", even the one month subscription still has the TOS applied to it, since again it's a "Subscription."
Posted 5/16/11
Trading standards is never as clear cut as that.

Take CR: When you pay for your first month subscription, you are automatically bound to the TOS. However, you havn't seen the TOS, and it wasn't even referred to you when you payed. You choose the monthly subscription offer (one month period defined as 30 days) and you pay upfront. You cease membership before 1 month is over, but you lost service to premium content (as defined by the elusive TOS). Are you happy?? no.

I can understand why people arn't happy, as the average customer DOES expect full membership for 1 month, even when they cancel. This implies customers are mislead to a degree, and therefore a breach in trading standards.

In terms of suggestions; CR could have some information about cancellation on the actual cancellation page, CR could make it easier to navigate to premium account settings page (A tab), and CR could pop up TOS when you pay (rather than when you first joined the site).

To be honest i'm more interested in suggestions that will enable pages like this to be null.

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Posted 5/19/11
Honestly, I can look at both sides of the issue. Most other subscription based services like WoW and Skype charge you within a specific alloted time like a month but will also let you keep your services until that time has run out. Honestly, I think it's ethical business practice to let the service run out with the money that was paid for that service. Hey, you charged me for a month so please let me use the service until that time has expired. I love the service but I would love to see something like this because it's good customer service. I hope that CR considers implementing something like this.

At the same time, consumers tend to be ignorant idiots when it comes to the ToS with a service or EULA with a product. Companies have had to develop these in order to protect themselves from people who take advantage of the system. I'm guilty of skipping reading the ToS because honestly I'm too lazy or don't have time, but it's still my responsibility in the end. The best way you can show an organization that you disagree with their business practices, is by voting with your wallet. Don't expect to just jump into something then whine and complain that you didn't feel that the agreement shouldn't have applied to you. I've worked for several large corporations and honestly I can see why companies have had to develop certain rules in order to protect themselves from unreasonable litigates and people who want to rob them in the guise of a customer.
jsc315 
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Posted 5/19/11

Darko1 wrote:

Basically CR is offtering for periods of membership, NOT DAYS, if you just wanna to have some days then dont buy it... , ofcourse the free trial is an option, and you just have to cancel it, the problem its that people dont do it correctly, i have seen many complains like this, and in 90 % of the cases the fault is on the costumer side.


^this.
People just don't read or understand. Then get all mad upset they they are being cheated when that is not even the case at all. It's just assumption from people who really do not know what they are doing. I Have canceled my premium account many times with no issues EVER! I have had both one month and 3 month subscriptions and never once had problems or issues canceling. If it's so hard to remember or put a reminder for you self that the day before your subscription ends then maybe you should not being using this service or better yet get a different subscription. I really is nothing all that hard. Netflix does the same thing. they bill you every month and can easily cancel when ever you want, but here you have much more options and not stuck in a contract. I really do not see the downside to any of this at all. It's more convenient and there are other options for those who dont want to be automatically billed monthly.

People are just getting upset at something that really is their own fault not CR. If you have a credit card then you should be responsible enough to understand what it is your signing up for and buying. CR job is to give us as much anime as fast as possible with as much convenience as possible and make everything go smoothly as possible.
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