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Post Reply Getting Fed Up With Payment Processing Issues
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Posted 9/24/15 , edited 3/3/16
I understand that I am supposed to contact support directly, but you only take email forms, and it has been well over a week since I first contacted Crunchyroll about the issue.

Is there a phone line I can call to get support?

Would you prefer to permanently lose a potential customer to piracy due to ease of access issues?

I know the issue is not on my end, as my payment method of choice is working everywhere else I have tried it, and quite frankly, I am fed up to the point of contemplating reverting to torrents. Like, I'm really getting frustrated here, and I'm wondering why I'm even bothering to continue to try to pay at this point. In literally any other industry, the kind of wait to make a simple purchase I am having to deal with would be unacceptable.
Posted 9/25/15
I am having the same issue. My card works everywhere but here. I sent in a ticket 24 Sep 15. Hopefully, I get a response back in less then a week.
Der Zoodirektor
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Posted 9/25/15
Your credit cards are not being accepted?
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Posted 9/25/15
I prefer paypal, but my credit card isn't working either.
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Posted 9/26/15
After continuously trying for about 2 weeks, I have finally been able to pay for my account, despite the lack of service I have gotten to proceed successfully through checkout. I deserve some form of compensation, but I won't complain too much on the compensation end.

I will say that the customer service prioritization NEEDS to be reworked. Prioritize billing issues above premium member gripes unrelated to billing, and redirect non billing issues masquerading as billing issues to the appropriate category. No one should have to deal with that kind of a wait to pay for something that has unlimited supply.
mis909 
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Posted 9/27/15
Same problem here! I check the forums once in a while to see if this problem is fixed and apparently it's not.

I am having the same issues with every form of payment I offer being rejected, my husband thought I was joking so he tried his and was also rejected (lol) he walked off muttering about this company probably not being PCI compliant.. no idea but apparently it means I have to keep watching the same 3 commercials over and over. Contacting customer service isn't helping they just request more info and cut off communications, dealing with this problem through the proper channels has been a complete failure hopefully talking about this issue in a public forum will get some solutions rather than silence. If anyone official knows anything about this it would be great if you could speak up.
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Posted 9/29/15
Sometimes, it's the bank that can prevent a payment from going through. So, call the bank and make sure it's not being blocked by them.
JDTAY 
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Posted 10/16/15
I'm having trouble doing PayPal here. Contacted support on Wednesday. Could be a while before they get back to me. Anyone have any tips for getting PayPal to work here?

I have used it here successfully six times in the past.
JDTAY 
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Posted 10/18/15 , edited 10/18/15
I'm trying to resubscribe to Crunchy, BTW. Have subscribed successfully three times in the past and made recurring payments three times in the past.

Edit: Well, actually, have subscribed six times in the past apparently, PayPal just only tracked three 'cause entries for the same type of subscription are reused. I wonder, maybe there was a problem with how I cancelled my last subscription and that's why I can't get a new one?
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Posted 10/18/15
I'm actually getting the opposite problem. lol I need to downgrade to a regular membership because I've been short on money since September, so I tried cancelling my Premium. CR still charged me on my Paypal for the month of October when I KNOW I filled out their exiting Premium survey already. I ended up doing the survey AGAIN because apparently I'm still a Premium member with an ACTIVE recurring payment which I don't want! Oh, but lo and behold, I'm STILL a member with recurring payments!

I did send a ticket on Tuesday, October 13th (the day I was charged) and I did get a response...but it was only from someone asking that I send specific information on the payment...which I DID on the original support email I sent. Resent the information again, wondering if anyone even reads the email, and haven't gotten any other response in close to a week. I'm a little aggravated on both the "I'm still paying when I'm cancelling" and the customer service accounts.

I realize after the unnecessary charge that I have to physically cancel the active payment on Paypal (which I will do), but why? I signed up for a sub with Funimation and cancelled it on the same day I 'supposedly' cancelled my CR Premium, but Funi didn't charge me again at all! Why is this process so hard for CR to do? I don't want to be charged another $6.95 CAD each month just because I didn't know I had to be the one to cancel anything manually myself. I'm not on CR as much anymore, so this is really disheeartening.

$7 lost on the month I was mischarged. Fine. Probably my mistake, but whatever. However, I'm upset with the lack of response since this is money that's being handled.

...Totally not the issue for this topic at all, but I needed to let that out. Sorry for hi-jacking...
JDTAY 
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Posted 10/19/15
Crunchy, just a warning, I'm getting kinda hungry. If you guys don't respond to me in the next few hours either by replying to the official support request I sent or by posting in this thread, I might turn my PayPal balance into pizza. >_>
Der Zoodirektor
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Posted 10/19/15

JDTAY wrote:

Crunchy, just a warning, I'm getting kinda hungry. If you guys don't respond to me in the next few hours either by replying to the official support request I sent or by posting in this thread, I might turn my PayPal balance into pizza. >_>


What's your Paypal account currently linked to as a payment source?
JDTAY 
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Posted 10/19/15
Nothing, actually. Never stopped it from working before though. I did ask support if there was an intentional change.
Der Zoodirektor
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Posted 10/19/15

JDTAY wrote:

Nothing, actually. Never stopped it from working before though. I did ask support if there was an intentional change.


You charged the account with cash before?
JDTAY 
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Posted 10/19/15 , edited 10/19/15
Yeah, loaded PayPal using the My Cash card.

Edit: One hour passed. Have I been abandoned?
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