Post Reply Cancel My Renewal
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Posted 10/25/15
I have been trying to cancel my subscription/Renewal/reocurring payments for 1-2 months now and it wont let me, everytime i try and cancel it says
"Thank you for your response!
You may not cancel your membership at this time.
Your membership will not be cancelled until you click below."

I dont know what t odo to be able to cancel it since it took Another 7 dollars today and i just whant to cancel reacurring payments.
21083 cr points
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Posted 10/25/15

MassePuh wrote:

I have been trying to cancel my subscription/Renewal/reocurring payments for 1-2 months now and it wont let me, everytime i try and cancel it says
"Thank you for your response!
You may not cancel your membership at this time.
Your membership will not be cancelled until you click below."

I dont know what t odo to be able to cancel it since it took Another 7 dollars today and i just whant to cancel reacurring payments.


Above the massive letters with "Read the Rules before posting" there is;

For payments, store orders and account questions please Contact Support directly.


With direct link to FAQ about canceling subscription: https://crunchyroll.zendesk.com/hc/en-us/articles/204545309-CANCEL-my-membership-

That should help you getting started. And the forums are a very slow way of trying to get this issue resolved. You should really just double-check, if that support FAQ helps you, if it does not; then you should scroll down that article and contact customer support from the link.
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46 / Seattle
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Posted 10/25/15

conikettu wrote:
And the forums are a very slow way of trying to get this issue resolved. You should really just double-check, if that support FAQ helps you, if it does not; then you should scroll down that article and contact customer support from the link.


I'm a little puzzled: If the forums (where people who "go public" generally get a response in a day at most) are "very slow", what adjective would you use for customer support (where there are multiple reports of people waiting several days, or even weeks... that is, until they come to the forums to complain)?

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Posted 10/25/15
I'm not planing to cancel my subscription anytime soon; but I'm a little worried that threads like this pop up on a regular base..
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Posted 10/25/15 , edited 10/25/15

arimareiji wrote:


I'm a little puzzled: If the forums (where people who "go public" generally get a response in a day at most) are "very slow", what adjective would you use for customer support (where there are multiple reports of people waiting several days, or even weeks... that is, until they come to the forums to complain)?



Adjective: Humane

Disclaimer: I am talking about personal experiences and partially the following is speculation. It might be accurate or it might not be.

Support systems work the same way as car traffic in highway, if everyone drives patiently - there won't be any traffic jams.


In CR I've only experienced a wait time of max 2 - 48 hours. Well this would be the case always, if people would just be patient and go with one well written ticket. Working hours of people are limited, a lot of people want an instant resolve and then they'll start sending multiple-messages of the same subject to every channel with multiple topics and multiple support tickets - which have the opposite effect and at a worst case scenario they'll never be read, if there are a lot of duplicates.

I work in IT myself, and I've heard stories from my friends that work as support in different places, about how frustrating and stressful it can be sometimes.

Quite often patiently reading over of different resources can resolve the issue even without a support ticket nowadays. Technology should be advanced enough. But it is true that there are cases where: A ) The issue cannot be resolved through normal methods available to the basic user. B ) Lack of technical aptitude and/or misunderstanding of the written text make the need of asking for help. Support is there to help the needs of A and B.

Every ticket can take about 1 minute to 30 minute to solve; depending on how the issue has been described. Robots can't automate support yet. So I think average time to resolve a ticket might be maybe 5 to 10 minutes per ticket. Since the support people are already focused on the tickets on their own area, if something gets noticed on the forums it is unlikely the support staff.

The people that pick something off from the forums - they at least in most cases do it on their own personal volition and time. If it happens, yes it might be superb - but it might also push additional stress to those people. + The support might not know about it being resolved by the help of someone else, so it'll again make the support process slower for everyone else. : )
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46 / Seattle
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Posted 10/25/15

conikettu wrote:
Disclaimer: I am talking about personal experiences and partially the following is speculation. It might be accurate or it might not be.


It's always tempting to extrapolate our own experiences into assertions about what we don't understand and have no direct observational data for (and I commend you for recognizing that, rather than asserting that it's proven fact).

And it's quite true that most of what I have to base my assertion on are numerous anecdotes rather than direct observation of CR staff at work.

But given the large number of complaints I've read from people mostly saying the same thing - that it takes several days, sometimes weeks for CR to resolve even urgent complaints (such as an intruder CR could have warned them about but didn't continuing to make charges on their card in the CR store), let alone moderately-urgent complaints (such as someone getting overcharged and overdrawn as a result), I think it's not an unreasonable assertion. Likewise for the large number of times I've read that these people have their complaint resolved quickly when they make it public.

There's also the fact that the customer support manager has been saying for at least a month that they're understaffed, although I can still find no posting on the CR jobs page.
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46 / Seattle
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Posted 10/26/15

MassePuh wrote:

I have been trying to cancel my subscription/Renewal/reocurring payments for 1-2 months now and it wont let me, everytime i try and cancel it says
"Thank you for your response!
You may not cancel your membership at this time.
Your membership will not be cancelled until you click below."

I dont know what t odo to be able to cancel it since it took Another 7 dollars today and i just whant to cancel reacurring payments.


I hope this was eventually resolved from your perspective... I saw that you had unanswered questions (at least not in that thread or this one), and was concerned. Since this was where you made the clearest statement of what was wrong, it seemed better to ask here.

If it has been, that's great. (^_^) If not, I hope this brings it back to the forefront.
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Posted 10/27/15
Everything got fixed i got alot of help so it was fixed quickly.
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