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Posted 11/16/15 , edited 11/16/15
Okay so over the weekend I got charged for a months membership I'm assuming

this was after the 16 day free trail and my complaint is as follows


I was not charged after 16 days of the membership free trail ended just randomly afterward?

There was no bold warning while I was sighing up for the free trail that it would carry on charging me untill I pressed stop

I cant find the "stop taking my money" button even now in the awfully unintuitive settings.


I really would of paid for membership on a month where I acctually had time for anime but I think I will refrain from becoming a patron if I feel like the site is going to be rummaging through my back pocket unless I specifically ask it not to.

TLDR = going straight from free 16 days to payed without asking. bad profile settings grouping . money grabbing vibes .



P.S : spent some of my free time reading posts in the forum and figured out how to unsub. but the fact that I had to google how to set my username and then spend 10-15 mins of my life reading on how to unsubb is pretty bad,

also I'd like a refund , you guys charged me 2 days ago and I have not and will not be using this site until next year (depending on the support I get now of coarse )

Thanks for the help.



EDIT : ok no I cant find the unsubscribe button . It says there are no payment methods saved and yet I was charged by crunchyroll on friday...
Der Zoodirektor
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Posted 11/16/15

procrasto wrote:

Okay so over the weekend I got charged for a months membership I'm assuming

this was after the 16 day free trail and my complaint is as follows


I was not charged after 16 days of the membership free trail ended just randomly afterward?

There was no bold warning while I was sighing up for the free trail that it would carry on charging me untill I pressed stop

I cant find the "stop taking my money" button even now in the awfully unintuitive settings.


I really would of paid for membership on a month where I acctually had time for anime but I think I will refrain from becoming a patron if I feel like the site is going to be rummaging through my back pocket unless I specifically ask it not to.

TLDR = going straight from free 16 days to payed without asking. bad profile settings grouping . money grabbing vibes .



P.S : spent some of my free time reading posts in the forum and figured out how to unsub. but the fact that I had to google how to set my username and then spend 10-15 mins of my life reading on how to unsubb is pretty bad,

also I'd like a refund , you guys charged me 2 days ago and I have not and will not be using this site until next year (depending on the support I get now of coarse )

Thanks for the help.



EDIT : ok no I cant find the unsubscribe button . It says there are no payment methods saved and yet I was charged by crunchyroll on friday...


The account you are writing from never had a free trial, nor is currently premium. This means that you are logged into the wrong account.

Did you write a support ticket yet?

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Posted 11/16/15 , edited 11/16/15

shinryou wrote:


procrasto wrote:

Okay so over the weekend I got charged for a months membership I'm assuming

this was after the 16 day free trail and my complaint is as follows


I was not charged after 16 days of the membership free trail ended just randomly afterward?

There was no bold warning while I was sighing up for the free trail that it would carry on charging me untill I pressed stop

I cant find the "stop taking my money" button even now in the awfully unintuitive settings.


I really would of paid for membership on a month where I acctually had time for anime but I think I will refrain from becoming a patron if I feel like the site is going to be rummaging through my back pocket unless I specifically ask it not to.

TLDR = going straight from free 16 days to payed without asking. bad profile settings grouping . money grabbing vibes .



P.S : spent some of my free time reading posts in the forum and figured out how to unsub. but the fact that I had to google how to set my username and then spend 10-15 mins of my life reading on how to unsubb is pretty bad,

also I'd like a refund , you guys charged me 2 days ago and I have not and will not be using this site until next year (depending on the support I get now of coarse )

Thanks for the help.



EDIT : ok no I cant find the unsubscribe button . It says there are no payment methods saved and yet I was charged by crunchyroll on friday...


The account you are writing from never had a free trial, nor is currently premium. This means that you are logged into the wrong account.

Did you write a support ticket yet?




well are you sure ? because It had my android registered and my proper E-mail I use for everything else says "no account linked to this E-mail"

I have not made a support ticket yet , trying to sort this out while studying for exams going on so a bit pressured for time.


EDIT: made a support ticket now....




Der Zoodirektor
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Posted 11/16/15

procrasto wrote:

well are you sure ? because It had my android registered and my proper E-mail I use for everything else says "no account linked to this E-mail"

I have not made a support ticket yet , trying to sort this out while studying for exams going on so a bit pressured for time.


EDIT: made a support ticket now....


Yeah, 100% sure. Users typo a lot on their phones and create secondary accounts by accident.

Replied to your ticket with a request for additional information.
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Posted 11/16/15 , edited 11/16/15
I'm sorry, but this has been bothering me for a while. It's disturbing enough that every single time a user begs for help in the forum because they're racking up fraudulent charges and customer support isn't responding, CR is 100% sure that it's their fault somehow*.

But it kinda takes the cake that every single time double-billing comes up, CR is also 100% sure that 1) a user mistakenly created a second account and 2) it's all their fault.

With respect to point 1: The only thing I'm sure about in this specific instance is that procrasto seems extremely confused by the assertion that s/he created a second account. Ditto for a whole lot of other cases with equally-confused users. And to be fair, I wouldn't be exceptionally surprised if many or most of them really are signing up more than once - but I don't think it's as simple as "typos".

It's fairly hard to believe all these people are somehow not realizing that they've created an account, then created another account, and given out their card number twice... but it's not nearly as big of a stretch if one of the system's many bugs** is to sometimes tell people the membership / upgrade didn't go through, and they should try again. (Especially if the system is only set up to notify you once.) You'd have no way to know the system was wrong, unless charges always show up immediately on your bank or credit card and you're in the habit of checking every online transaction.

With respect to point 2: Does CR honestly believe that there's no room for them to improve the signup system? It's hard to believe there's no fire, given how much smoke is billowing out of it. Not to mention that if my guess is correct about the system only notifying you once and sometimes falsely saying the transaction didn't go through, most of us would rather hear "Your account now has premium status" and/or "You've been charged" two or three times as a failsafe, than not hear it at all (because the only system that was supposed to tell us didn't).

It's absolutely true that no system can be foolproof. But assuming that the only reason a lot of users have problems getting your system to work is because they're all fools is unhelpful, to say the least.

~~~~~

Please don't misunderstand me: I don't hate CR, or its employees. Far from it. It's exactly the opposite for the former and almost all of the latter, and not even close to true for any of them. I know CR has been a great service in the past, and I fervently hope that it can be so again. But it will never happen if the owners and top management refuse to see their role in making it this way, and thus their ability to change it.

Most corporations are deeply infected with quarterlyprofitis, policyitis, and notmyproblemitis, so CR is hardly the only one. But the prognosis is pretty grim without treatment,*** and I don't want CR to become another entry in my book of fond memories****.

~~~~~

The even-more TLDR footnotes:


* - I.e. they got phished, hacked, infected, and/or used the password on some other site (because other sites can be hacked). Despite the fact there have been an alarming number of compromised accounts since at least January (not to mention applications with more bugs than an acre of rainforest, and one manager's assertion that CR needs to "[keep] engineers away from their beds" for days just for the basics,‡ which to me sounds a whole lot like short-staffing‡‡)... it can't possibly be a breach in CR's security. Heck, they apparently don't even need to check‡‡‡ anymore to be 100% sure. Nor do they need to make even the least burdensome, most logical improvement to their security, since it's not their problem - not even when the most respectable member of the community tries their best (at least three times that I know of) along with multiple others to get them to listen about it. Let alone other improvements, or heaven forfend - policy changes.

‡ - To resurrect the manga servers - twice in one month - after days of downtime / "maintenance". (Maintenance is what they insist on calling unannounced and apparently unplanned downtime. Most of us call that a "service outage".)

‡‡- Not to mention that for months now (at the least), the jobs page has been showing multiple vacancies for engineers.

‡‡‡ - That is, aside from sometimes§ (1,2,3,4,5,6,etc) googling the password and finding out it shows up in dark corners of the Internet. And since "many users actually put references for what they were using their email/password for"§§, somehow this indicates all of them occurred elsewhere.

§ - I'm not sure which are based on searches and which are just template replies, since the template seems to contradict itself on the matter.

§§ - It seems pretty strange to me that the majority of (let alone all) these users chose passwords which an intruder only had to change from "mypasswordatgmail" to "mypasswordatcrunchyroll" to get in... and that if "mypasswordatgmail" is discovered somewhere, this proves "mypasswordatgmail" was the compromised password rather than "mypasswordatcrunchyroll" being backtracked. If I were in the business of hacking and found combinations like these, I'd be tempted to publicly post the passwords that I can't get money from, along with a bunch of garbage, and hope CR takes the bait to believe this proves they're safe. But to be fair, I'm ~very~ far from an expert on how hackers think or operate.

** - We constantly hear about people getting charged for accounts they thought the system didn't let them create, getting incorrect confirmation messages that their membership is (or isn't) canceled, are unable to find the renewal page instead of the trial membership page, are getting mixed messages from the Accounts page, etc. Given this, it's not hard to believe the system is sometimes incorrectly telling people their membership didn't go through.

*** - I'm old enough to remember when Sears, Avon, Kodak, Radio Shack, and IBM were giants; breakaway leaders of their sectors - just like CR - that couldn't fail even if they tried. Today the first four are getting close to the ends of their long, slow death spirals. IBM almost went into one itself, but they managed to pull back from the brink because they remembered the lessons CR seems to be forgetting: Plan for the future by listening to what customers want, not by deciding it for them. If you measure success with "metrics" that can't accurately see anything but past and short-term-future profit, you might as well be driving in one direction and facing the other. And never think that you couldn't fail even if you tried.

**** - With the increasing spread of business practices driven by a frenzy for short-term profit (not to mention disruptive technologies like Facebook and Uber), "the average life expectancy of a Fortune 500 company has declined from around 75 years half a century ago to less than 15 years today, and heading towards 5 years if nothing is done". CR was founded in 2006.
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Posted 11/16/15 , edited 11/16/15
Been trying to do that for months. No use calling the number they give you...it's an automated number that says to come to this website. I've canceled a dozen times...no effect.

NOTE: I unsubscribed..I canceled my sub on this site on my account, etc... Still being charged recurring payments....Would love a refund also, but ....subscribed through my roku so will deal with roku about Crunchyroll now....
One Punch Mod
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Posted 11/16/15

cathieq wrote:

Been trying to do that for months. No use calling the number they give you...it's an automated number that says to come to this website. I've canceled a dozen times...no effect.

NOTE: I unsubscribed..I canceled my sub on this site on my account, etc... Still being charged recurring payments....Would love a refund also, but ....subscribed through my roku so will deal with roku about Crunchyroll now....


Did you try contacting Crunchyroll's customer support via this contact link? /help?topic=contact

It can take a couple of days for them to get back to you, but they do answer the messages received that way. Be sure you specify that you have/had a premium account to ensure higher priority response.
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Posted 11/27/15
I would like to cancel my subscription with crunchyroll please. There is no way I can watch it anymore. Why pay for something you can't watch?
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Posted 11/27/15

snowflake_the_wolf wrote:

I would like to cancel my subscription with crunchyroll please. There is no way I can watch it anymore. Why pay for something you can't watch?


You can do so here in most cases: /acct. If you have a currently pending payment, you will need to /contact customer support to have them cancel the charges before your subscription can be stopped.

If you are using iTunes, you'll need to cancel through their system: https://support.apple.com/en-us/HT202039. If you're paying via PayPal, you can prevent CR from pulling the funds by adjusting your subscription on PP.
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Posted 1/5/16
WOW OK I JUST GOT CHARGED AGAIN !!!

I never payed sub fee before , only sighed up for a free trail

This is really aweful , I thought CR was to be trusted with my bank details but clearly not and I will have to start warning people against this service.
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Posted 1/5/16
Please somebody help me with this , I did use the CR app on my old phone .

I've tried logging on with all my email accounts and this is the only valid one

just explain how I can unsub and I will , two months of wasted sub fees and I can't afford this shit as a student.

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Posted 1/5/16

procrasto wrote:

Please somebody help me with this , I did use the CR app on my old phone .

I've tried logging on with all my email accounts and this is the only valid one

just explain how I can unsub and I will , two months of wasted sub fees and I can't afford this shit as a student.



Did you sign up in iTunes on an iPhone? Maybe you have to do unsub there:

https://support.apple.com/en-us/HT202039
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Posted 1/5/16 , edited 1/5/16

asharka wrote:


procrasto wrote:

Please somebody help me with this , I did use the CR app on my old phone .

I've tried logging on with all my email accounts and this is the only valid one

just explain how I can unsub and I will , two months of wasted sub fees and I can't afford this shit as a student.



Did you sign up in iTunes on an iPhone? Maybe you have to do unsub there:

https://support.apple.com/en-us/HT202039





Nope I've only used samsungs, Thank you for the reply though.
Der Zoodirektor
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Posted 1/5/16 , edited 1/5/16

procrasto wrote:

WOW OK I JUST GOT CHARGED AGAIN !!!

I never payed sub fee before , only sighed up for a free trail

This is really aweful , I thought CR was to be trusted with my bank details but clearly not and I will have to start warning people against this service.


I replied to your support ticket on the 16th of November, just 14 minutes after you created it, but you never got back to me with the details I asked about.
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Posted 1/5/16
Was wondering if their was a way to cancel my recurring payments, i've tried using the cancel recurring payments options in my /settings and after filling out the survey it says "You may not cancel your membership at this time." Also i sent a message to /contact still waiting for a reply was just hoping that if i roamed the forums i would be able to do it myself, without causing to much trouble
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