Ellation Inc.

This customer Emailed on us on Saturday 9/at 8:pm
An agent responded Saturday 08:pm (within minutes) with the most likely causes of the issue.The customer emailed back early Sunday morning saying he still had a problem.One of our agents responded later that morning saying we would
escalate to a higher level of support to look at the problem.Monday was the labor day holiday so we did not reach out to him Monday the customer opened this complaint with the Revdex.com saying we were not responding On Tuesday 10:am we responded to the escalation with additional steps to try.Tuesday 03:pm the customer let us know it still didn’t work.On Wednesday 10:am we gave him more steps to try.On Wednesday 08:pm the customer answered asking about the steps.On Thursday morning 09:am we gave him the troubleshooting steps from the browser company related to the error message he was seeing The error message was seen in one browser but not another
We do not have reports of other customer's with this problem even though we have thousands of customer at any moment using our apps and web pages.On Friday morning since we had not heard back we asked again if he had updated the flash The customer answered and Friday afternoon we gave the steps most related to his issue
The following Monday morning we asked for information to recreate this unique issue even though it didn't appear to be caused by our apps We wanted to try to duplicate his conditions
Tuesday morning the customer updated us telling us he made changes to his operating system and the problem was gone
We can't always solve every issue on the first try but we will stick with a customer until the issue is resolved

Initial Business Response /* (1000, 5, 2015/05/28) */
The customer emailed us on a national holidayMemorial dayThe business was closed
The customer was responded to and resolved the very next dayThe customer was canceled, refunded and notified Tuesday, one day after his very first
email
Two days later Thursday, we were notified of this as a complaintWhile his bank might hold his funds a few days, this was already refunded and the case was completed by Crunchyroll customer service prior to the Revdex.com notification
Please verify with the customer

Initial Business Response /* (1000, 5, 2015/10/09) */
We have not "refused" this customer service
This customer did not provided the information needed to find all the accounts he signed up for
With the address information provided by the Revdex.com we were able to find the accounts and refund
him
We have 100s of thousands of accountsWith the wrong email address and wrong credit card info provided by the customer, we were not able to find the account he was referring toWhile we asked for complete information multiple times, the customer never provided his Zip codeWe finally got the info off of the Revdex.com complaint
Wrong email address, wrong credit card, and missing zip code = long wait to solve his issue
The initial issue was created by the customer building the account around a misspelled email address
When you sign up for an online service, use the right address
When you use multiple credit cards, keep track of the last digits
When asked questions by a service rep who is trying to help you, answer ALL the questions askedThey are not asking you extra info for the fun of it
There was no refusal of serviceThe account he signed up for service, was given the serviceWe refunded him as a courtesy, because we understand that he didn't cause this issue on purposeHe signed up with a typo, gave us the wrong credit card info, and kept forgetting to answer the zip code questionWe've all had days like that, so we gave him the refund
However, we are not giving him the free service he is asking forThat's a little too much
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am tired of fighting this issue and wish it resolved

Initial Business Response /* (1000, 5, 2015/05/21) */
The customer had a typo in his email address at sign upWe helped him sort it out and then correctWe gifted him extra time to help him out
This case was completed and the customer was updated before receiving any notice about the case
this morning from the Revdex.com
Please verify with the customer, that their issue was already resolved
Initial Consumer Rebuttal /* (2000, 7, 2015/05/21) */
5-21-
Sent via email:
Yes it has thank you, it just took an abamount of time to get to in my opinionBut I am very satisfied with the resolution
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/10/21) */
This account was canceled and refunded on our end two days agoIt can take 3-business days for a bank to process the reversal
The customer was notified of this on MondayPlease confirm with the customer

Initial Business Response /* (1000, 5, 2015/06/23) */
We were unable to find any previous contact from the customer but with the contact info provided by the Revdex.com we were able to reach out to them and get the billing info needed to find the charges
The related account was immediately deleted and
the charges refundedThey should see the money in 3-business days
Please confirm with the customer
The contact us link on the bottom of the Crunchyroll webpage is the quickest way to get support on any issue

Initial Business Response /* (1000, 5, 2015/09/23) */
A full refund was given for the chargesIt might take 3-days for her bank to process
We are recommending she change her credit card right away since someone else used her card information to create an account with us
We have reached
out to her to let her know via the email address she gave usPlease confirm with her that this has been resolved

Initial Business Response /* (1000, 7, 2016/01/26) */
We reached out to the customer listed above and were able to match it to an existing case under a different name. We were able to work with the information provided by the customer to resolve this issue. The customer was refunded correctly. ...

Please confirm with the customer.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate that Crunchyroll refunded me back and as a courtesy given me 75 days free service. However I wished that I was able to resolved my conflict without involving a third party. I did enjoy using Crunchyroll and loved their selection of Anime. Just please make it easier to cancel service like other online subscriptions.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, Ben[redacted]

[redacted]   showed that this customers email and password information was posted on multiple hack sites.   This is why we advise that customer not use the same password on more than one site.  Someone had found their email and password posted and checked to...

see if it was a match on our site as well.    It was and the customer's account was hijacked.    We were able to help this customer get back their account.

Initial Business Response /* (1000, 5, 2015/05/21) */
While we did extensive searches for incorrect billing, we found no errors. We only billed the customer once.
The customer let us know that the issue resolved itself.
Per the customer, there were no additional credits in the customer...

bank account, the debits were just removed.
This kind of bank account change indicates a bank summary error and not anything to do with a merchant.
We appreciate the customer letting us know about the resolution and from the picture they sent, we totally understand why they thought it was us originally.
Again this was a bank summary error and we did not over charge the customer. The customer contacted us to let us know that they see the correct amounts in their bank account.
Please verify with the customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was resolved.

To whom it may concern,
 
I wish to inform you that Crunchyroll Inc have resolved my complaint to my satisfaction. As per Complaint[redacted], they have agreed to reimburse the fee I incurred from my bank, as a result of their unexpected subscription charge.
 
Yours sincerely,
**...

[redacted]

Initial Business Response /* (1000, 5, 2016/01/19) */
This was not a customer of ours, but was someone who's credit card info was stolen and then used on our site. At first he was hesitant to share info with us, as he was not familiar with our site. However, we were able to work together and...

find the charges to get him fully refunded.
With limited information, it may take longer to find the fraud charges to reverse, but we do everything we can to help people who have become victims of credit card fraud.
Please confirm with him, that we have reversed all charges.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I provided all requested information the first time. I was told they could not find my charges with the info provided and was asked of I have any other email addresses. That info is not related to my credit card being charged. They told me they couldn't find the transaction. (In reality, they just weren't willing to dedicate the resources to resolve the issue.) frustrated that Crunchyroll does not have a way to speak to a customer service rep, only automated email responses, I submitted Revdex.com and FBI cyber crime complaints. After I threatened legal action, they did a line by line search and found the transactions, and reversed the charges. Problem solved.

Initial Business Response /* (1000, 5, 2015/12/29) */
We responded to this customer request 20 minutes after their email to us. The customer never answered us with the information needed to find her account. She never responded at all. A second email was sent asking for the same info. There was...

no response.
The customer complained here on the Revdex.com without every giving us the account info or card info or even answering our email.
We called the customer and was told she was sleeping the day away after staying up all night. We called again the next day at noon and again someone else answered and we heard her say "I'm sleeping, I'll call later."
The person on the phone was able to get her card number for us. That was all we needed to take care of the problem.
She had created an account on a completely different email address and according to her, someone else who moved out, had renewed the account without her permission.
We canceled and completely refunded her to help out. We did everything we could to help her, even answering her follow up questions explaining how banking reversals and overdrafts actually work.
It seems reasonable that before reaching out to the Revdex.com, a customer should try to resolve the issue directly with the company.
Any customer who want to help themselves, can do so by following the directions on the Crunchyroll knowledgebase:
https://crunchyroll.zendesk.com/hc/en-us?

Initial Business Response /* (1000, 5, 2015/06/12) */
The card owner told us he asked someone else to cancel the account. We were not able to find any contact from that other person. We canceled the account and refunded at the card owner's request. Please verify with the card...

owner.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

This customer was unhappy with our service.   We refunded his money and gifted him free time.   We welcome him to sign up again if he would like to try us out in the future.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We are a service that provides access to content for a fee.  All customers are responsible to cancel every account they create.   Creating multiple accounts to get around limits or take extra free trials is discouraged.  When a customer creates multiple accounts they sometimes...

forget to cancel one and then are charged according to the promotion they signed up under.    If they contact us immediately we can help them with canceling and with refunding unwanted charges.   If they don't contact us, and don't cancel the account, they will continue to have access to the service and continue to be charged, as they agreed when they signed up.   
 
This customer never canceled her second account.   We have no emails from her asking for cancellations or refunds before this complaint.  She was getting a monthly bill for her access for over a year and never emailed us asking to cancel.   Customers are responsible for the bills they get.  If they have a question they need to reach out and ask.   Ignoring a bill for access for an extended period of time does not remove the responsibility for that access.   Even though she failed to cancel the service and failed to reach out to us, we were generous in the amount of refunds we gave her.  If she can provide any info showing that she contacted us at any earlier time, we can look into helping her further.  Without any supporting info from her, we have reached the limit of what we can reasonably do for her.

There are no accounts under the email address provided.  There is no contact in our customer service database from this address.  With more information we can see what we can do to help this person out.  If the customer would reach out to customer service through the website,...

we could work to get this resolved for them.

The customer was able to work with the support team to regain access to the account he had originally set up.  
Please verify with the customer.