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Not possible to cancel... transcript of customer support refusing to cancel.
markyturnip
Member UncommonPosts: 837
Its been said before, but I realised today the extent to which it is impossible to cancel your account in this game.
And don't tell me that this option will appear sometime in the unspecified future and leave it at that. That is really not right.
They have a button 'need help, click to chat now' which does (EDIT) work if you disable pop-up blocking - and here is a transcript ( changed my name though to XXX):.
XXX: hello
Dave: Hello
Dave: Welcome to Acclaim Games
XXX: I would like to cancel my sub to TCOS please
Dave: How may I assist you?
Dave: Well,the cancellation option would be made available soon
XXX: I woudl like to cancel it now please
Dave: It is requested to please wait for few days
XXX: I am rather wary of this "yyou can cancel soon" position
XXX: I woudl rather not wait, I woudl like to cancel now please
Dave: It would not be possible for us to cancel the subscription now
Dave: Our team is working to make the option available
XXX: Do I have to put in a cc block then?
XXX: This seems highly irregular...
Dave: I assure ,the option would be made available before the recurring starts
XXX: That is all you can do?
Dave: You can also contact your credit card company to block the transaction
XXX: OK - Thank you. I appreciate you help. I will be posting this information on multiple forums.
Dave: We regret the inconvenience caused
XXX Best regards
XXX: have a nice long weekend!
Dave: Is there anything else I may assist you with ?
XXX: no thank you
Dave: Thank you for contacting Acclaim Games
Very sad. Great game, but empty, and this lack of unsubscribe is odd.
I really felt I had a new home here, but there are fewer people playing now than there were even a week ago as far as I can tell. So I thought I would wait a bit...
EDIT: They say on their forum that if you want to unsub before an unspecified 'few days' you need to email community@acclaim.com.
Note that this info is not available either on the account management page, or via conversation with a cs rep online.
UPDATE: It appears that the mods are giving out the wrong email for cancellation in their threads on the official forums. You should send your email to tcossupport@acclaim.com
The first reply I received was automated, then from a rep saying no go - you have to wait. Finally, after replying again, they said they had initiated the cancellation process.
Comments
[ Mod Edit ]
You don't have to unsubscribe, it will end automatically when your time runs out, then you will still have access to all your toons who are not over 9.9th level, when your sub runs out you will not be able to login into any toon that is over 9.9th level, as for support, here's a link to the forums support page.
http://phpbb.acclaim.com/spellborn/viewforum.php?f=9&sid=bcb157ccff9d5697586395b2ded839e9
Guess you didnt read the small print.
I will write it for you
https://www.acclaim.com/spellborn/keypurchase.html
"NOTE: All credit card subscriptions are recurirng for your convenience. Your credit card will automatically be charged for the selected above once your current subscription ends."
I have posted on the tech FAQ pages... on the forum - but using a forum post to unsubscribe is highly unusual.
Ok I'll take back the Noob comment, sorry about that,
For the chat window to work you must turn off your browser's pop up blocker, it's most likly stopping the window from opening.
which mean's that you would cancel thru the chat window, or they have forgotten to put up the cancel button,( since they tell you, that you can cancel on that page.)
I used coins to sub, we don't seem to have this problem, it just didn't let me access my 16th level toon when my time was up, I've had to come back and buy more coin's for my 2nd month.
hope this help's.
this was correct
I updated my post here to show the convo with the rep who would not let me cancel
Going to let you know this so you can stop with your rant. The cancel option will be available before the recurring subscription kicks in and you can cancel then. That little box of info you posted that states a recurring subscription was put up with the new CC info, but will not kick in if they don't have the cancel button working by then. There was an issue that invovled the cancelation of accounts, which is why there is no option. But don't worry, you won't get charged either way. Posting a transcript of a chat only shows how much you didn't listen. Yeah, he could of informed you of that little info, but I'm pretty sure it would not of stopped you from posting anyways.
Is it wrong to not have a cancel option, yeah of course it is. Will you get charged if they don't have the cancel option before your time run's out, no. Will you cancel once they have the option, probably. Let's not make this into a bigger deal than it is though. The CC payment is new to Acclaim as they have always used a coin system. They just got there SSl issues resolved to an extent and are hard at work on that option, give them just a tad more time. But Acclaim isn't here to take your cash. Also to note, you can take that pro-active way and stop the charge yourself through your 1-800 number on the back of your CC, if it comes down to it. Either way, they told you what they knew. Anything else?
lol its still quite cruel really.
-can i cancel my account?
-no you cant.
Charge back it will give them bad ratings. They shouldn't let you sign up if you can't cancel.
lol gt. acclaim dropped the ball with this sensitive subject. how can a company overlook a simple thing like a cancel subscription button when they spend millions on developing how a tree will look in cyberspace. u expect gamers to have to block CC payments when it comes to professional games like this? u think ppl having to resort to something like this is ok? i've recently lost my job of 10 years and so have millions of other ppl in this day and age, i'm very close to my money atm. no cancel button acclaim?? gtf outa here you stupid company. anything else? laff. the cc payment is new to acclaim?? oh boohoo. thats a retarded excuse. gt tho macdog, gt.
this was correct
I updated my post here to show the convo with the rep who would not let me cancel
[ Mod Edit ]
lol - as you wish
the fact remains - they say in their small print (not so small, actually) that they will charge you recurrently, and do not let you cancel either by button or by customer service.
Instead of calling people ranters, your company should instruct its customer service reps not to say "you can't cancel" but to explain how you can, in fact, cancel.
And before you start slagging people off, look at my post history on both this and the Acclaim official forum which you moderate and you will see that I have done a lot to talk up this game.
Telling people they cannot cancel is simply unacceptable, and none of your bullying tactics can change that. Do you really think that telling them to "wait a few days" is proper business practice in this day and age?
If what you say is true, your company's own text is misleading and confusing. The internet is absolutely full of scams, so to suggest customers should not inform each other about very unusual behaviour from a company is nuts.
Acclaim has made a real mess of this cc card situation, and it knows it.
Treating people impolitely is not going to help.
Instead of calling people ranters, your company should instruct its customer service reps not to say "you can't cancel" but to explain how you can, in fact, cancel.
And before you start slagging people off, look at my post history on both this and the Acclaim official forum which you moderate and you will see that I have done a lot to talk up this game.
Telling people they cannot cancel is simply unacceptable, and none of your bullying tactics can change that. Do you really think that telling them to "wait a few days" is proper business practice in this day and age?
If what you say is true, your company's own text is misleading and confusing. The internet is absolutely full of scams, so to suggest customers should not inform each other about very unusual behaviour from a company is nuts.
Acclaim has made a real mess of this cc card situation, and it knows it.
Treating people impolitely is not going to help.
On the Acclaim forum you have been given the answer how to cancel your account. Calling your post here a rant was polite.
--
Delanor
Instead of calling people ranters, your company should instruct its customer service reps not to say "you can't cancel" but to explain how you can, in fact, cancel.
And before you start slagging people off, look at my post history on both this and the Acclaim official forum which you moderate and you will see that I have done a lot to talk up this game.
Telling people they cannot cancel is simply unacceptable, and none of your bullying tactics can change that. Do you really think that telling them to "wait a few days" is proper business practice in this day and age?
If what you say is true, your company's own text is misleading and confusing. The internet is absolutely full of scams, so to suggest customers should not inform each other about very unusual behaviour from a company is nuts.
Acclaim has made a real mess of this cc card situation, and it knows it.
Treating people impolitely is not going to help.
I was not trying to treat you impolitely. You created several of these threads already on Acclaims forums and now here. This will not help you in any way. You even acknowledged to the CS rep that you would be spamming this on several forums boards. He told you he cannot cancel your account because he could not. If you would of read the sticky about this issue, you would have found an easy way to cancel your account without getting so upset. Instead you decided to spam forums instead of taking a breather and fixing your situation in a proper manner. What you did is labeled as ranting. Acclaim is not trying to mislead anyone nor scam you. There was an issue with the cancel method involved with the new CC option. Issues happen and one like this is getting addressed as fast as they can. There are several other ways you can get your account canceled and it's not by spamming forums.
Now if you feel in some way I was impolite, I am sorry for that. Please next time though, find a better way to solve your situation. And to the guy a few post's above, Acclaim is not the developers of this game, they publish it. Spellborn NV formerly known as SiL developed this game.
I was not trying to treat you impolitely. You created several of these threads already on Acclaims forums and now here. This will not help you in any way.
I created two threads on Acclaim - one in tech/help asking for cancellation, one on general along these lines - showing the conversation.
As to helping me, that is not the issue. The issue is that as of now there is still no cancellation button, and a customer rep said he could not cancel, and this is something I felt moved to post about.
If this changes I will post about it too. I have no agenda against you, and believe TCOS is potentially a great game. Certainly one of the better MMOs I have played of late.
But when I hear a customer rep tell me it is not possible to cancel a recurring credit card subscription I do not like it - and creating lots of ad hoc methods which people need to hunt down is inadequate.
Why not post this famous email on the account management page? The TCOS account management page only has the need help button, which led to the convo with the rep saying I could not cancel. Why not instruct your CS reps to invite customers to use that email?
Anyhow, call this "rant" what you will - it is the nature of online business that customers will discuss your business practices in independent fora (which I what I told your rep I would do).
This situation is currently poor practice. I hope you change it soon - the famous cancel button has already been delayed once due to some difficulty or other. I wish this game the best, but this situation is rather unusual to say the least.
Love the game, but I have to agree, that is pretty fucked up you can't unsubscribe without going through more trouble than you should have to.
That is kind of like the companies that make it so easy and enticing to sign up for their service online and then make you jump through hoops, calling them during certain hours, spending 15 or 30 minutes on hold and then dodging their every attempt to shame you into keeping your subscription while you have to explain to them why their service sucks and you want to cancel.
keep that copy of your conversation. Just think if they do charge you without a way to cancel prior the charge Im pretty sure you can sue them. art least Im pretty sure that sort of tactic is illeagal in the US. Im just glad I never gave them my cc info
Wow, even Aventurine remembered to put a cancel subscription button and that's probably the worst account management system I've ever seen. It's sad when a group of amateurs looks more professional than you.
Games that place *any* road blocks into your ability to easily cancel equal a game *not* to play in my book.
Chalk up another potential player driven away by poor game mechanics.
Thank you for the heads up. I have this game on my machine and have done the tutorial stages (the boat and first town) and was thinking of giving CoS a go.
I think I will hold off until they get this issue resolved.
This reminds me of those porn sites that say, "3 day free trial- just enter your pay info," where the 3 days are, in fact - free, but the moment you hit 72 hours... Bam! Recurring monthly charge.
Oh... cancel it? Well, there is no button, no phone or contact info, and they tell you to email to cancel which, of course, the e-mail is "never received" by the company. The only way to cancel was to reverse the CC charges or to call the number that appeared on your CC statement (a month later after you have been billed) and even then you may have to wait 30 to 90 business days to get a partial refund.
I know, I worked at a call center (as a customer service/refund rep) for a collection of 12 porn sites with a pay model like I described above one summer. It is pure scam, one that makes the owners rich. Sounds like Acclaim took some notes from these early sites.
Obviously Acclaim is a shady company that everyone should avoid doing business with.
Why wouldn't it be possible to cancel an account with the customer service representative until they add a cancel button?
There is no valid excuse.
im done with acclaim.....i loved this game but im done dealing with gameguard and the shadyness of acclaim.........im going to wait for fallen earth and just play nothing for a while. Its too bad because the combat in this game was great. If solid things were actually solid and i couldnt shoot through walls it would have been perfect combat.
And i got kicked off the forums for what i believe was not a harsh message. There was no swearing or awful things said. The worst words were "illegal" and "shady" but whatever its their forums so they can do what they want.
Currently Playing: Fallen Earth
Played and liked: TCOS, Vanguard, Guild Wars, DDO
Played and didn't like: CO, MO, STO, DF, AoC, WAR, WoW, EQ2, EVE, most f2p
Waiting for: Earthrise, Guild Wars 2, Secret World
now i cant get into my account lol ...........this is as shady as it gets. Thanks acclaim. Time to call my CC comany!
Currently Playing: Fallen Earth
Played and liked: TCOS, Vanguard, Guild Wars, DDO
Played and didn't like: CO, MO, STO, DF, AoC, WAR, WoW, EQ2, EVE, most f2p
Waiting for: Earthrise, Guild Wars 2, Secret World
On the Acclaim forum you have been given the answer how to cancel your account. Calling your post here a rant was polite.
On the Acclaim forum they gave an email, while I have emailed, and to which I have received no response. Admittedly it has only been a little more than a day at this stage - but when they say that is the only route, for the lack (still) of a cancellation button (once more slipping past when it was said it would be there) and with customer service refusing to do it - and given there are really not many players of this game... well. I would say I most assuredly have NOT been given the answer to how to cancel my account.
Judging by the forum comments, I am not the only one in this position. Below a poster complains he has sent two emails to this address with no response.
The latest position is we now have to pm one of the moderators. I hear that the next step after that is to compete in and complete the New York marathon in the top 500 runners.
http://phpbb.acclaim.com/spellborn/viewtopic.php?t=4076
On the Acclaim forum you have been given the answer how to cancel your account. Calling your post here a rant was polite.
On the Acclaim forum they gave an email, while I have emailed, and to which I have received no response. Admittedly it has only been a little more than a day at this stage - but when they say that is the only route, for the lack (still) of a cancellation button (once more slipping past when it was said it would be there) and with customer service refusing to do it - and given there are really not many players of this game... well. I would say I most assuredly have NOT been given the answer to how to cancel my account.
The proof of that will be your account status 24 to 48 hours after sending the e-mail. Did you send it with receive confirmation? Anyway. Keep us informed.
--
Delanor
Hah, I finally got somewhere! Here is my latest response from tcos support.
Dear Player,
Thank you for contacting Acclaim Games.
We would like to inform you that you will not be charged as we have initiated the cancel process for you account for recurring automatic subscription renewal and it will be done at the earliest.
We apologize for the inconvenience caused.
Please reply back to us if you have any further issues and we would be glad to assist you.
********************
This is what i had to do. Send an email to tcossupport@acclaim.com and tell them to manually cancel your subscription. Give them your username too. You must send the email from the address that was used to register account or it won't work.
hope this helps anyone with similar problem. It took me 2 weeks to finally get resolved. What a hassle!