Post Reply Membership cancellation
16011 cr points
Send Message: Send PM GB Post
Offline
Posted 12/14/13
I need to cancel the renewal of membership, I disabled auto renewal back when I created my account, but despite that, I just got notice that it did auto renewed, grabbing 99.50 from my brother's college tuition. I need this cancelled and reimbursed ASAP. What do I need to do?
Dragon
58348 cr points
Send Message: Send PM GB Post
37 / M
Online
Posted 12/14/13

EVILEST14 wrote:

I need to cancel the renewal of membership, I disabled auto renewal back when I created my account, but despite that, I just got notice that it did auto renewed, grabbing 99.50 from my brother's college tuition. I need this cancelled and reimbursed ASAP. What do I need to do?


Hi,

My biggest suggestion when it comes to billing issues is always use the Contact Us link. They should be able to take care of you pretty quickly, though it may take a little time because it's the weekend.

If you haven't heard back from them by Monday, please PM me.

-Makoto
16011 cr points
Send Message: Send PM GB Post
Offline
Posted 12/14/13
Ok, thanks, will do so!
28009 cr points
Send Message: Send PM GB Post
45 / M
Offline
Posted 12/15/13
I had the exact same thing happen to me. I intentionally did not want nor sign up for the auto renewal and I noticed Crunchyroll charged my credit card for another $99.50 on the 9th.

This is pretty serious breach of trust.
The Wise Wizard
99917 cr points
Send Message: Send PM GB Post
56 / M / U.S.A. (mid-south)
Offline
Posted 12/15/13

Namisecond wrote:

I had the exact same thing happen to me. I intentionally did not want nor sign up for the auto renewal and I noticed Crunchyroll charged my credit card for another $99.50 on the 9th.

This is pretty serious breach of trust.

Renewal is automatic with any account, unless you take action to cancel that renewal. There is no "sign up" for it.

If, on the other hand, you clicked the "Cancel Membership Renewal" button on your Membership Status page at one point, and the system acknowledged that action, that is another matter (one you should contact customer service directly about).

A tip: When I cancel a service or renewal, I find it useful to save a screenshot of the page confirming same, and note the date in the title I use to save, just in the event there is any problem later.

28009 cr points
Send Message: Send PM GB Post
45 / M
Offline
Posted 12/16/13
I had cancelled my membership after my first year's purchase. It seems Crunchyroll resets that when you manually renew.

Actually, there is something else I need to bring up. I received an email on the 4th saying my credit card information on file had expired, which it had. Not intending to reup immediately, I chose not to update it.

Crunchyroll had taken it upon itself to update my credit card expiration date and charged me without informing me nor informed me that I would be charged even after the fact, not even an emailed receipt or invoice. Never have I seen this done before in business. That is some seriously shady business practice.

Until now my relationship with Crunchyroll was an amicable one. I liked the service offered and the attempt at community.

A complaint with customer service was replied to in hours, I'll give customer service credit, they're fast. I received an email saying the charges would be reversed. We shall see if that is the case or if I have to pursue this with my CC company. Logging in now, I see that my account has reverted to the normal unpaid membership.
The Wise Wizard
99917 cr points
Send Message: Send PM GB Post
56 / M / U.S.A. (mid-south)
Offline
Posted 12/16/13

Namisecond wrote:

I had cancelled my membership after my first year's purchase. It seems Crunchyroll resets that when you manually renew.

Actually, there is something else I need to bring up. I received an email on the 4th saying my credit card information on file had expired, which it had. Not intending to reup immediately, I chose not to update it.

Crunchyroll had taken it upon itself to update my credit card expiration date and charged me without informing me nor informed me that I would be charged even after the fact, not even an emailed receipt or invoice. Never have I seen this done before in business. That is some seriously shady business practice.

When you manually renew, it would act the same as purchasing a new membership, complete with automatic renewal.

Having a charge placed on a card that had expired is indeed abnormal. I've noticed on some of my cards that they seem to randomize the expiration date (making it expire in a different month than before, or last for a different number of years) to prevent anyone from simply guessing the new expiration date. That is something you definitely need to bring up with customer service (assuming they don't note the problem here and contact you regarding it).

As for not e-mailing a receipt or invoice upon renewal, I would have to say in my experience that is not unusual, as none of the other streaming services I subscribe to have done so. Still, for an annual renewal, a "your annual renewal will be charged soon" reminder would be a nice gesture.

28009 cr points
Send Message: Send PM GB Post
45 / M
Offline
Posted 12/16/13
They did notice and emailed me that my credit card had expired before they charged me. I chose not to update it. I found out later that my credit card expiry date had been updated in my profile when I went to investigate the charge. The month of my CC expiry dates have never changed. even when I've lost cards and new acct numbers were issued. Same with my family, friends, even my company issued corporate cards. Very shady business practice.

As for not emailing receipts, invoices or notifications of automatic renewals, I'd like to flip your argument around: What makes the streaming media business so special that they can get away with automatic renewals without notification?

Whatever happened to the 2010 California Senate Bill 340 that legally prevents this?

http://www.perkinscoie.com/news/pubs_detail.aspx?publication=2875&op=updates

I guess it's because I'm not Californian and I don't rate. It's ironic., if I'm not mistaken Crunchyroll is based out of California.

Well, it's been 2 days and still no charge back or refund. But they cut my service within 3 hours.

The Wise Wizard
99917 cr points
Send Message: Send PM GB Post
56 / M / U.S.A. (mid-south)
Offline
Posted 12/17/13

Namisecond wrote:

They did notice and emailed me that my credit card had expired before they charged me. I chose not to update it. I found out later that my credit card expiry date had been updated in my profile when I went to investigate the charge. The month of my CC expiry dates have never changed. even when I've lost cards and new acct numbers were issued. Same with my family, friends, even my company issued corporate cards. Very shady business practice.

As for not emailing receipts, invoices or notifications of automatic renewals, I'd like to flip your argument around: What makes the streaming media business so special that they can get away with automatic renewals without notification?

Whatever happened to the 2010 California Senate Bill 340 that legally prevents this?

http://www.perkinscoie.com/news/pubs_detail.aspx?publication=2875&op=updates

I guess it's because I'm not Californian and I don't rate. It's ironic., if I'm not mistaken Crunchyroll is based out of California.

Well, it's been 2 days and still no charge back or refund. But they cut my service within 3 hours.


Fortunately, I hadn't replaced my old PayPal MasterCard yet. The old one has an expiration date in September, the new one in July.

I strongly suggest you follow up with customer service on your expiration date being updated.

I have to leave for work soon, so I won't have time to read that linked article in detail until this afternoon. In a quick read through, I didn't see any requirements for notification at the time of renewal; only making those terms clear at the outset. It is also stated in the first paragraph that the law only applies to California residents.

As for the time taken to the refund, that depends on both the company that processes CR's credit card payments as well as the company that handles your credit card. Even if a company processes your refund instantly, that doesn't mean you get the money right away. I know that from experience, and being on the other side of the transaction (i.e., working at a merchant and submitting a transaction for a refund, only to have the customer call up 3 days later stating it still hadn't shown up).

You must be logged in to post.