Post Reply Billing Problem
Posted 1/6/17
My Premium membership was not automatically renewed due to "there's a problem with your card." I've contacted the company that issued the card and they say there's not a problem with it and I've placed several other orders using that card without a problem. After much difficulty I finally found where I could contact customer support and got a message that the problem would be looked into. That was on Dec. 26 and I've heard nothing back despite sending two follow-up e-mails.

Today I tried to renew with a new card and again received the message that there's a problem with my credit card. No, there isn't--the problem is on your end. My membership was supposed to have been renewed 3 weeks ago and the problem still hasn't been resolved. What's wrong with you people? Why isn't the problem fixed? Why haven't I heard from you regarding it other than that one reply?

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?

Brock Hoagland (HannoX)
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Posted 1/6/17

HannoX wrote:

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?


CR doesn't offer support by phone. You can find the link to the contact form, and the customer support email address, in the Help/FAQ section.
Der Zoodirektor
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Posted 1/6/17 , edited 1/6/17

HannoX wrote:

My Premium membership was not automatically renewed due to "there's a problem with your card." I've contacted the company that issued the card and they say there's not a problem with it and I've placed several other orders using that card without a problem. After much difficulty I finally found where I could contact customer support and got a message that the problem would be looked into. That was on Dec. 26 and I've heard nothing back despite sending two follow-up e-mails.

Today I tried to renew with a new card and again received the message that there's a problem with my credit card. No, there isn't--the problem is on your end. My membership was supposed to have been renewed 3 weeks ago and the problem still hasn't been resolved. What's wrong with you people? Why isn't the problem fixed? Why haven't I heard from you regarding it other than that one reply?

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?

Brock Hoagland (HannoX)


We currently cannot fix that particular error, as it's likely on our bank's end.
For the moment your only options are using a different card, PayPal, or iTunes.
Posted 1/6/17

shinryou wrote:
We currently cannot fix that particular error, as it's likely on our bank's end.
For the moment your only options are using a different card, PayPal, or iTunes.


I did try a different card as I stated in my original post.

Posted 1/6/17

eyeofpain wrote:


HannoX wrote:

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?


CR doesn't offer support by phone. You can find the link to the contact form, and the customer support email address, in the Help/FAQ section.


I looked in the Help/FAQ section and couldn't find it. You need to make the customer support e-mail address much easier to find.
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Posted 1/6/17

HannoX wrote:


eyeofpain wrote:


HannoX wrote:

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?


CR doesn't offer support by phone. You can find the link to the contact form, and the customer support email address, in the Help/FAQ section.


I looked in the Help/FAQ section and couldn't find it. You need to make the customer support e-mail address much easier to find.


I don't work for Crunchyroll, I'm just another user trying to help.

I did a search for "contact" in the Help/FAQ, and the first article had a link to the /contact form, which generates an email to customer support, the same as emailing [email protected] directly.
Posted 1/6/17

eyeofpain wrote:


HannoX wrote:


eyeofpain wrote:


HannoX wrote:

And why is it so hard to find contact information for customer support? Why isn't there a button on your home page that will take us directly to contact information for customer support, both e-mail and telephone?


CR doesn't offer support by phone. You can find the link to the contact form, and the customer support email address, in the Help/FAQ section.


I looked in the Help/FAQ section and couldn't find it. You need to make the customer support e-mail address much easier to find.


I don't work for Crunchyroll, I'm just another user trying to help.

I did a search for "contact" in the Help/FAQ, and the first article had a link to the /contact form, which generates an email to customer support, the same as emailing [email protected] directly.


Thank you for trying to help. You're right that the first article does have a link for an email to customer support, but the link should be separate and prominent when you go to the Help/FAQ section. You shouldn't have to check the articles to see if you can find the link there. If the article doesn't seem to address your problem, why would you even go there and just by sheer chance find the link to customer service. Again, thanks for your help. Maybe someone from CR will read this and decide to make the email link to customer service easier to find.
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