They really need to get off their cans and start selling timecards.  It would make a lot of people a lot more confident if they could buy timecards and just enter the codes to extend their time rather than having a billing cycle.

Originally posted by Dorko2k

yup, I put up a post last week about this same situation & I only found out that my canceled subscription was still set to auto-renew because I was curious about what hte latest patch brought to the game. That's when I saw a full page of complaints about people either not being able to play or people who had canceled but their account still showed them as active & set to auto-renew.

 

After 3.5 hours on hold for customer service I finally got my account changed to manual but I still had to wait about 2 days for them to remove my credit card info.

 

I wouldn't go so far as to say its a scam but Digital River has absolutely nooooooooo idea what they're doing & the longer En Masse continues to deal with the more subscriptions they;re going to lose. Most players freak out when a dev changes a skin for a weapon or a piece of armor, I cant even imagine the rage they'll unleash if their money gets messed with. I saw one guy on the forums wanted to play but his account wouldn't renew even though it was set to auto-renew, then the next day he said he was charged 3 times for an account. What a disaster

I have three account one for me and my two boys. None of us play Tera any more not since the first month. Just checked and I have been billed lol. Just submitted tickets on all 3 accounts.

They seem to be having all kinds of issues with subscriptions then.  As I explained in this thread--http://www.mmorpg.com/discussion2.cfm/thread/355830/Great-Customer-Service.html--I was charged for a sub fee for each of the last two months even though I didn't even own the game!  I pre-purchased it back in February but canceled it soon after, getting a full refund.  Didn't touch the game for months, didn't even realized it had officially released, and suddenly I was being charged subscription fees!

Anyway, I simply submitted tickest on their support website, and my issues were promptly resolved within 24 hours each time.

My experiences: terrible account management services, amazing customer support.   

I have to say they gave me no isue getting a refund. That said I should never have been charged.

Why would anyone want to cancel such an amazing game? I have been playing since release and never expected to make it past the free month with TSW near release and GW2 not so very far away. Since I have been playing TERA I have suddenly found myself not even caring if TSW is any good and not even looking forwars to GW2 anymore as well. For now I have found gaming bliss and that is with TERA! Don't ask me why but I like it!

I've been hearing about the billing problems on multiple forums, and while I was curious about Tera, I think this sealed the deal.  I'm not THAT interested :P

Even though TOR had major issues, I could at least say they offered time cards at retailers.

If this game goes F2P I'll be there though (no promises)!

Originally posted by holdenhamlet

Originally posted by kevjards

if you want to cancel cant you just remove your card details to stop payments from being taken?..or are you having problems with that as well?

Everything about the system is messed up atm.  He's probably getting the error message most people are getting which doesn't allow you to modify anything about the account (including me, who wants to subscribe).

after all the problems with the game itself, horrible mechanics and horrible CS - why would you ever want to pay them more money???

At this time this issue is still ongoing. Similar thing but Frogster this time.

Pretty much bought a digital version of the CE, didn't enter a sub at all, but noticed today have been charged two months worth.  They even sent an email around at the end of May informing me that my included time was nearly up and I needed to start a sub soon to keep playing lol.

Contacted support and they came back quickish asking for further details about it and sounded like their prepared to refund, (and get rid of my details), which was about 5 hours ago, so we'll have to wait and see how it pans out.

Seeings as it's both En Masse and Frogster it looks a tad suspcious to me, not just from the outsourced provider error...

I canceled about 1 week into the game (so I thought) and got billed on the first cycle of the games release. I simply posted to them that I had canceled and to refund my money. About 4 days later I got a reply and my money was refunded to my card within less than a week.  So I guess if you just email them they should cancel your account and refund any funds.

Yep they've come back and claim they cannot refund, 'purchased', software. Looks like Frogster are trying to pull another fast one, seeings as the complaint was nothing about what I purchased.

Oh boy this will get messy....

Edit: It maybe a case of who you get though, the first guy seemed to be helpful and was following a procedure that it looked like they have in place.  This next person seems to be trying to change the issue, to cover their backs, I'll push it for a while but you may have to just cancel it with your bank.  My advice, if you signed up for TERA with Frogster and thought you cancelled the sub, check again! 

I had to contact CS to cancel as well. I dont know if the CS GM just didnt understand English or what but i had to go back and forth with them 4 times until I finally got the sub canceled and auto renew stopped and my credit card info removed. I liked the game but their horrible account management system has turned me against it.

Just tried canceling and can't get it to change from auto-renew. Wtf? What kind of chicken-shit company and billing system is this? This could be grounds for a class action lawsuit - it's downright shady business practice. I know it's one thing to have not so great box sales - but to try and boost their profits by making it hard to cancel the sub - that is not cool. I hope they answer for this in court, companies should pay hefty penalties for trying to pull this kind of crap.

Originally posted by DMKano
Just tried canceling and can't get it to change from auto-renew. Wtf? What kind of chicken-shit company and billing system is this? This could be grounds for a class action lawsuit - it's downright shady business practice.

 when i canceled mine it said it takes up to 20 min or so to change off auto-renew. not sure how long you have waited.

Originally posted by DrunkWolf

Originally posted by DMKano
Just tried canceling and can't get it to change from auto-renew. Wtf? What kind of chicken-shit company and billing system is this? This could be grounds for a class action lawsuit - it's downright shady business practice.

 when i canceled mine it said it takes up to 20 min or so to change off auto-renew. not sure how long you have waited.

 

I'll give it more time...mi hope that's the case.

Originally posted by DrunkWolf

Originally posted by DMKano
Just tried canceling and can't get it to change from auto-renew. Wtf? What kind of chicken-shit company and billing system is this? This could be grounds for a class action lawsuit - it's downright shady business practice.

 when i canceled mine it said it takes up to 20 min or so to change off auto-renew. not sure how long you have waited.

as i said I waited 4 days and it took 4 different messages to CS to get mine finally canceled.  Keep any emails between yourself and them just in case you need to dispute a charge or ask for a refund.

I had issues cancelling my account as well. The official forums and Reddit were flooded with these problems for a while. Not sure what you think will come of posting here but I imagine it's just to vent/warn others off. 

Well I waited for hours now - STILL NOT CANCELED - it's a joke. En masse is a joke, the billing system is a joke - no game however good can be successful when there are *BASIC* billing problems at hand.

 

Worst billing experience I have ever experienced - I've played over 30 MMOs starting with UO back in 98, EQ in 99, AC,AO,Horizons(lol), EQ2, AC2, Shadowbane, DAoC, AoC, WoW, Vanguard, Aion .. you name it I've played it.

 

Tera takes the cake as far as trying to take my money when I am DONE with the game - this alone ensures I will never touch anything EnMasse again.

 

 

EDIT - finally got it cancelled after contacting their Support - at least they didn't give me any problems there - so that's good!

 

 

Originally posted by DMKano

Well I waited for hours now - STILL NOT CANCELED - it's a joke. En masse is a joke, the billing system is a joke - no game however good can be successful when there are *BASIC* billing problems at hand.

 

Worst billing experience I have ever experienced - I've played over 30 MMOs starting with UO back in 98, EQ in 99, AC,AO,Horizons(lol), EQ2, AC2, Shadowbane, DAoC, AoC, WoW, Vanguard, Aion .. you name it I've played it.

 

Tera takes the cake as far as trying to take my money when I am DONE with the game - this alone ensures I will never touch anything EnMasse again.

 

 

EDIT - finally got it cancelled after contacting their Support - at least they didn't give me any problems there - so that's good!

 

 

 good you got it figured out, I would also like to add.

I really hate the fact that even though i have cancelled i cant delete my CC info, that really pisses me off. NO company should just save my info for ever without the option of deleteing it.

if i ever pay for another MMO i think a pre paid CC is in my future.

Originally posted by DrunkWolf

Originally posted by DMKano

Well I waited for hours now - STILL NOT CANCELED - it's a joke. En masse is a joke, the billing system is a joke - no game however good can be successful when there are *BASIC* billing problems at hand.

 

Worst billing experience I have ever experienced - I've played over 30 MMOs starting with UO back in 98, EQ in 99, AC,AO,Horizons(lol), EQ2, AC2, Shadowbane, DAoC, AoC, WoW, Vanguard, Aion .. you name it I've played it.

 

Tera takes the cake as far as trying to take my money when I am DONE with the game - this alone ensures I will never touch anything EnMasse again.

 

 

EDIT - finally got it cancelled after contacting their Support - at least they didn't give me any problems there - so that's good!

 

 

 good you got it figured out, I would also like to add.

I really hate the fact that even though i have cancelled i cant delete my CC info, that really pisses me off. NO company should just save my info for ever without the option of deleteing it.

if i ever pay for another MMO i think a pre paid CC is in my future.

 

Good point on not being able to delete CC info - come to think of it I never had a problem doing so with other games. I am pretty sure that this is against PCI compliance as well, you must allow users the ability to remove their cc info.

I had to cancel my account at the end of the second month cause I didn't have the funds in the bank at time of re-newal. they didn't charge me anything till a week later when i re-activated. Didn't notice a problem unless stuff has changed since then. Currently on 3rd month and still having a blast to the point I no longer even care about TSW or GW2 right now. And I was sooo looking forwards to TSW back before it released during beta! Here's hoping TERA continues to deliever for me :) !