Auto -recharges

[markhodgkinson]

I have in the last two days been charged twice on the auto recharge system when there was already sufficient credit.

How do I arrange to be refunded?

Mark

[Andre Staff Moderator]

Hello Mark,

Your account has Unlimited Europe subscription, which is about to expire. In order to extend your subscription Skype tried to add enough credit to your account to cover Unlimited Europe yearly cost which is €61,08

Your order history: https://secure.skype.com/account/purchase/history/orders

If you wish to extend your subscription with a different payment method then make sure you change the subscription settings from: https://secure.skype.com/account/call-phones/packages

If you don't need this subscription anymore then please cancel recurring payments: https://support.skype.com/faq/FA1881

Customer service can help with the credit refund: https://support.skype.com/faq/FA1170

Andre

[nipponophile]

Since 2010, I been signed up to an Unlimited Australia plan and have been automatically debited 690 yen per month from my credit card.

All of a sudden, however, on 1 February, my card has been charged an additional 1500 yen because I was getting "low on credits". 

I'm wondering how I got low on credits in the first place, as the only two countries I call with Skype are Australia, which is covered by the plan, and Japan, where I live. Furthermore, I have been informed that these new credits will expire if I don't use them within a certain time frame, but if the only overseas country I call, Australia, is covered by the Unlimited Australia plan, I don't don't see how I am going to be able to use these credits and basically that would mean 1500 yen down the drain.

I would be grateful for enlightenment on these issues.

Thank you. 

[nipponophile]

Just wondering if you are able to help me resolve a similar problem, which I posted on 2 weeks ago.

[Andre Staff Moderator]

I've checked your account and I'll gladly explain why your account balance was used for calls.

You have landline subscription for Australia, but it doesn't cover:

1) Calls to Japan

2) Calls to premium or shared cost numbers in Australia.

Call history: https://secure.skype.com/account/call-history

If you don't have a subscription to cover Japan then Skype Credit will be used and shared cost numbers starting with 13 or 1300 are charged at higher rate, which means subscription can't cover them

There's a FAQ which includes a table explaining what is covered by subscriptions: https://support.skype.com/faq/FA10414

Here are the rates for shared cost numbers:

http://www.skype.com/intl/en-us/prices/payg-rates/?currency=JPY#cc=AU

I hope this helped a bit to clarify the call charges.

Andre