Recurring Charges and Frozen Status

#0 - Feb. 13, 2010, 7:32 p.m.

I have two accounts, both on recurring credit card charges. It seems like, every couple of months, one of the account get "Frozen" with payment "pending" and I need to call to get it reactivated. There is never a issue with the credit card payment, it is always a matter of Wow hasnt have the time to charge me yet.

That in itself is not the most annoying part. Today alone, I have called 4 times before the WoW Customer Service line would ACCEPT my call, the system estimated a 25 minute hold time BUT I have been on hold for 61 MINUTES already, still no answer. I am truly SICK to my stomach of the annoying music and announcements; but there is no way I am going to give up after sitting on hold for so long.

If you want to retain customer, this is unacceptable.

Just a suggestion, why wouldn't you leave a "recurring" customer's account active, unless his payment is proven bad. That's what most companies etc. do, they don't cut off your services unless they confirmed that your account has truly gone bad. What is the worst that can happen, a freeloader gets a day of freeplay. But think about the customer goodwill and customer service staff free-time you gain.

Please remember, it is not the customers' issue when WoW cant process payments on a timely basis; if you choose to punish them, eventually they will leave.

Aredek

#1 - Feb. 13, 2010, 7:38 p.m.

I can assure you our intention was not to make this process difficult for you, Kaluz. In fact, I'm not entirely sure why your recurring subscription is being removed frequently. You may want to let a Billing Representative know that this is happening frequently and repeatedly to see if they can look further into this on your behalf.

Out of sheer curiosity, though, are you able to add the credit card to your account using the Account Management page (https://www.worldofwarcraft.com/account/payment-method.html)? If not, what happens when you attempt to enter your credit card information?

Aredek

#3 - Feb. 13, 2010, 7:51 p.m.

Interesting. I'm not entirely sure if this is possible, but you can certainly speak with the Billing Representative about it when they are able to take your call, Kaluz.

I'm sorry to hear that we haven't been able to process your card in a timely manner previously. Hopefully they are able to better identify the issue and resolve it before it occurs again.

Thanks again for your patience.