Post Reply Recurring Membership Debacle
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39 / M / Surrey, UK
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Posted 2/9/16
Putting this out publicly because I've given up any hope of it getting fixed via email.

Let me state, though, that the support rep helping me out was really prompt and courteous. But something in the account management backend is clearly not quite right.

Owing to a slight lack of (decent) UK licenses and a rather more severe lack of personal funds, I decided to let my Premium membership lapse when it expires in late March.
As I am, or was, on a recurring, membership I figured I'd ride out until the end of this season and then decide whether or not to re-upgrade purely based on whether the UK gets any shows I'm bothered about.

So I cancelled the recurring part on the website. Or so I thought. Only it still had me down as recurring,
I waited a day or so, in case it needed time for a backend system to sync to another but still no joy. Tried it a second time, still down as recurring.

So I put in proper support request and it actually went downhill from there. Again, support rep was helpful. The CR backend... wasn't.

First attempt:
Was told the recurring membership had been cancelled and that my account would revert to free in late March.
Checked my membership settings and it was still set to recurring.

Emailed back, with screenshot of account page:
This time, recurring setting was actually cancelled. And this time I got a PayPal notification of a recurring payment being cancelled.
But apparently I'd signed up again immediately after it being cancelled the first time. (I hadn't.)
Also, somehow, extra year credited to my account in error.

Emailed back again:
Extra year removed from account.

However, now my Premium membership in some wierd limbo state. Site classes me as premium, and I can see premium-onny things. But I also get the "Premium: Try Free" option at the top of the CR page. And the AppleTV app thinks I'm not premium and won't grant me access.

Please can this be sorted? And, going by the amount of people with issues cancelling recurring payments, perhaps fix your backend?
Der Zoodirektor
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34 / M / Germany
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Posted 2/9/16
Fixed.
27403 cr points
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39 / M / Surrey, UK
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Posted 2/9/16
Thanks. :-)

You really need to set the devs on those issues though, if they aren't already. Cancellation issues seem to be the most frequent ones on here.
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45 / Seattle
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Posted 2/15/16

TiggsPanther wrote:

Thanks. :-)

You really need to set the devs on those issues though, if they aren't already. Cancellation issues seem to be the most frequent ones on here.


The long version can be found in the first spoilered section; the really long version can be found here.

The short version would be: Crunchyroll already knows. In fact, they've known for at least a couple of years, and they actively ignore people who try to bring it to their attention or help them troubleshoot it.

If this sounds too hard to believe, try reading the second spoilered section. Then watch for the complete lack of response* by Crunchyroll to any of this, let alone trying to challenge it as untrue. They know it's true and can be proven at length, so they'll do like they've done with any complaint that would take real effort to fix, not bring in as much money, or both - ignore it, wait for it to cycle off the board, and resume business as usual.

* - Unless you count deleting the post if it hits too close to home, that is - that has happened before.

Long version:

~~~~~

Complaint dated 9/1/2014 on the BBB website - not sure if it's when this person's ordeal started or ended, but I think it's the latter.


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