Why do I have a double charge?
5059 cr points
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25 / M / Scotland
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Posted 7/9/13


"
Hello Ross,

Thank you for your follow up.

You have a single account.

This payment was for the period of 6/25 - 7/25.

Your card was returning a Do Not Honor message:

2013/07/02:Approved
2013/06/27:Do Not Honor
2013/06/26:Do Not Honor

It was not until the 2nd that it went through.
Regards,
~Bjaker

Baker McDonald
Customer Support Manager
Crunchyroll, Inc. "

Yeah well I gave you proof the first time, then I get this reply, it is a error on ur part and you guys have charged me twice within 13 days.

So crunchyroll is now a scam site that takes ur money and then pretends they never? If you don't wish to fix the problem between us then I will be sure to take the information you have giving me and get my bank to take it up with you. Easier if you just did ur jobs and maybe had a billing system that was not fully broken as my statement clearly shows when you guys took money from my account, and its not what you are saying.


Options up to you guys, deal with me or deal with the bank of Scotland.
Bjaker 
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Posted 7/9/13


Hey!

Just sent you a longer email in regards to your account!

If you have any questions after looking over that, please let me know.

Best,
-Baker
5059 cr points
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25 / M / Scotland
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Posted 7/9/13
"You have not been double charged." Anyone that looks at my statement can clearly see that you have charged me twice in 13 days, you are trying to say you have not when I have proof that you have done so?
Bjaker 
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Posted 7/9/13


Crunchyroll does not cancel a subscription at the beginning of the month if payment does not come out at the beginning of that months subscription.

Your credit card payment (for the period of 5/26 - 6/25) did not successfully go through until 6/19.
Your credit card payment (for the period of 6/25 - 7/25) did not successfully go through until 7/2.

You were on a trial from 4/26-5/26.

Please show me 3 charges on your bank account in the last two months and I am more than happy to assist with a refund.

Best,
-Baker
Kiki's Customer Support Service
Kiki 
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Posted 7/9/13 , edited 7/9/13

suuto wrote:

"You have not been double charged." Anyone that looks at my statement can clearly see that you have charged me twice in 13 days, you are trying to say you have not when I have proof that you have done so?


You don't seem to understand what Baker is saying. You were not double charged for one membership. Yes you were charged twice in the same month, but that is because of your card. It was unable to process.

The reason you were charged twice was because there was a late payment.
So one was a late payment well the other was the payment for this month. When you use a Credit Card as your payment method and we don't receive payment immediately, our system automatically retries the purchase a few times over the course of a 30 day period. If the payment is received within this period of time, your membership remains active and continues to automatically renew once your current month expires. The same thing happens when you pay through Paypal except there's only a 10 day grace period for the payment to be received.

So here's a break down of your last three purchases:

Order ID / Billing Period / Date Charged

A233682393 / 2013-06-25 to 2013-07-25 /2013-07-02 00:10:02
A808511695 / 2013-05-26 to 2013-06-25 / 2013-06-19 00:10:02
A336954535 / 2013-04-26 to 2013-05-26 / 0000-00-00 FREE TRIAL!

As you can see in bold, there was a late payments made, which was paid after the activation date.


Here is an example of another user's billing date. You can compare it to yours:

Order ID / Billing Period / Date Charged

A104086204 / 2013-05-03 to 2013-06-02 / 2013-05-04 00:10:02
A461383390 / 2013-04-03 to 2013-05-03 / 2013-04-03 00:01:02
A067209925 / 2013-03-04 to 2013-04-03 / 2013-03-05 00:10:02

As you can see, their payments were made on time. But yours isn't like that due to your credit card. It was unable to successfully process the first activation date which is why you were charged in one month. However you were not double charged for one membership. It was just a late payment. We recommend getting in contact with your bank and asking them why.


I hope that clears everything. Please feel free to contact us again if you have any questions or need help with the site.
5059 cr points
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25 / M / Scotland
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Posted 7/9/13
I paid on the 2nd of April - £4.99, a few days before my time was up I wanted to remove my card from the website but all I could do was cancel my premium, I asked for support on this then I got giving a 30 day trial, I told them I just wanted my card removed from the site BACK THEN which you guys never did, not expected to be charged again after that month was up I get billed on the 20th June, that would be my next month which I never wanted but it was fine, I would wait until it was almost up and then cancel my account. but no I never got that option as 13 days after I paid for a new month I get charged again for another month.

Paid for a month on 2nd of April, free trial around the 26th you guys have down for a month after the email I sent, May 24th should of been the final day and my account should of stopped there, but it never did, you guys kept my card on the account even after I asked for it to be removed after I removed my premium that first time. June 21st should of been the next paydate though I was charged June 20th even though I should of not, July 18th should then be the next date you charged me, not the 3rd.

Please go back and look at that first email I sent the support, when that trial finished that should of been it but you guys KEPT MY CARD, 3 times might I add, why 3 times? Why is my card registered on this website 3 times? Why was it not removed when I asked it to be removed? Then how dare you charge me for another month then charge me 13 days later saying this.

Maybe my card kept getting declined because its not suppose to be on the website? Maybe you should not have a dumb system that keeps going after a trial has ended then charging the user twice, If it kept trying to take money out then it would of taking money out of my account the times it had money in it which is obvously never did until the 20th and the 3rd, both dates which you took money from my account which is not correct on ur system.

So who has done something wrong here? Thankfully the bank of scotland will refund my money and stop you being able to take transactions from my card which should not be on the website.

Have a good day,
Maybe fix the website and billing and trial as you guys have issues, also the fact that I can't remove my card, all I can do is cancel my membership which after paying money for you are not really inclined to do, you would expect a trial to give an option to remove the card used with the account so you don't get charged after you asked for the card to be removed.

Which again I asked many times and its still on the site.... why won't you remove my card? Is it because you can get money from it? I assumed so.

Thanks for the information though, I will show my bank tomorrow and have them sort it as this site does not seem capable of having a good service.
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