Problem with subscription

[Christina11]

When I signed up for a six month subscription, the website was hanging up and apparently did not take my first payment. This became evident when I tried to log in and it said I did not have a premium subscription. I then signed up for the six months again and that time it went through. Come to find out I was charged twice for the same subscription. My credit card company filed a dispute over the second payment and now today I cannot access the archives at all. It says I need a premium membership, which I have already paid for twice. I would appreciate if someone could help me. Thanks.

 

[blantonl]

I don't know why you didn't simply reach out to us and ask us to refund the duplicate payment that you made. Instead, when you disputed the charge with your credit card company, you ended up costing us far more to have you as a customer in the first place.

Here is how this went down:

1) You submitted a payment and "something" happened, where you indicate the website was "hanging up" - what actually happened is you paid for a $15.00 premium subscription and your account was properly credited.

2) You submitted another payment, where your account was properly credited again for $15.00

3) Instead of contacting us and saying "hey, I accidently paid twice, could you please refund the duplicate payment?" - you instead filed a dispute with your credit card company.

4) Because of the dispute, the credit card company immediately charged back the $15.00 duplicate payment, however our merchant processor turned around and charged us an additional $20.00 in a chargeback fee. Because of that, we had the distinct pleasure to actually pay a net $5.00 to have you as a paying customer in the first place.

So, to be fair, you actually owe us $5.00. However, I'll credit your account $7.50 for a 90 day subscription so you can have access... but Jeeze, next time just submit a support request, and ask us to issue a refund if you make a duplicate payment. Disputing the charge costs us money, and it can negatively impacts our relationship with our credit card processor.

 

[Christina11]

FYI, I was told by PayPal that since the payment went through them my option was to either file a dispute through them or with my credit card. I chose my credit card since they are more effective. Please don't lash out at me, a customer, for doing as I was advised. I was polite in my request on this forum; not sure why you felt the need to belittle me.

 

[blantonl]

Christina11, no one is belittling you. You posted this in all bold in a public forum and we're trying to tell you what happened.

I still don't understand why you didn't simply contact us. We would have gladly just refunded the payment to you. Instead, the dispute has hurt our reputation with our credit card processor because they view these types of events as our fault, and it cost us money to have you as a customer.

 

[IAmSixNine]

As an educated consumer anytime i have an issue with a transaction the first step is to reach out to the other party first. If you then cant get it resolved then you follow up with bank or credit institution.
At least thats what I do. Also sites like this and many others have ways to contact support to keep issues like this private.
Things happen.

 

[Christina11]

Another typical internet forum where folks have to pile on with their "educated comments", not knowing anything about the OP. Excuse me for posting a polite request in a forum that literally says "support for issues related to subscriptions".I

As for the "bold", I did not even realize that until it was pointed out and I saw the response was not in bold. I am so very sorry for accidentally hitting the 'B' while using my tablet.

Bottom line: I am not getting what I paid for and that is a problem that still needs to be addressed, one way or another.

Customer service is dead. I am done with this conversation.

 

[blantonl]

This is a pretty clear example where the customer isn't always right.

I'm just going to go ahead and refund everything and make the executive decision that we don't want you as a customer. When we get to a point in the customer service process where it costs us $20.00 to even have you as a customer in the first place, the economics don't work out and there's just no sense in us fighting with you.

I would have bent over backwards to help you out if you would have just contacted us first, but I'm NOT going to bend over forwards for a customer who wants to publically fight with us and cost us money.

Have a good day Christina11.

 

[air-scan]

Important before any online purchases!
It is always a good idea, because of the possibility of browser lock-ups, to close the browser then run Ccleaner or BleachBit then log out of your windows account then log back in. Then load your browser into RR, sign in, then do the steps to upgrade to Premium. There is a time delay for purchase to become active. When the browser locks up means it has active cookies lagging it behind if a browser is not cleared. Also, do this in no more than 2 tabs opened!

This should be recommended to eliminate any disputes.

Your subscription probably started anyway even if your browser didn't show any response.

 

[sfd119]

Another typical internet forum where folks have to pile on with their "educated comments", not knowing anything about the OP.

Probs shouldn't post a rage post in a public forum if you don't want responses.

 

[u2brent]

Could've tried a private email instead of using an open to the entire public thread..
Oh Well....
Gone Now..

 

[ProScan]

FYI, I was told by PayPal that since the payment went through them my option was to either file a dispute through them or with my credit card.

Are you sure about the part "or with my credit card"? Here's what Paypal has to say about problems with a purchase.

Excerpt from Solving problems with a PayPal purchase - PayPal

Did something go wrong when making a purchase with PayPal? Did your order not arrive? Did something arrive that was very different than described? The first step is to dispute the transaction through us. We’ll facilitate communication between you and the seller to see if things can be worked out. Many disputes are caused by misunderstandings, and they're often easy to resolve.