Charged for subscriptions I didn't want to pay for

[galachka9]

Hello,

I made a purchase a few days ago of $10 worth of minutes to call to anywhere. While I did get those minutes, I also was charged for subscriptions that I never intended to pay for. After checking my bank account info, it turns out I have been charged $10 five different times, or $50! I don't know how this happened, as I know that I didn't go through the order form 5 different times.

The subscriptions I have are:

Unlimited World

Rwanda

Tanzania

I never intended to pay for any of these, and I'm not sure how I got them.

Could you please let me know how I could resolve this? And let me know if there's any other info you need.

Thanks

[Kco_2008]

first take your card off on file..most this crap are the same,they have automatic withdrawal set...insane as well because as soon as u put ur card and purchase credit they actually set it to default automatic reload....as well as they don't have contact get a hold of them...BS!

[Andre Staff Moderator]

---

galachka9 wrote:

I made a purchase a few days ago of $10 worth of minutes to call to anywhere. While I did get those minutes, I also was charged for subscriptions that I never intended to pay for. After checking my bank account info, it turns out I have been charged $10 five different times, or $50! I don't know how this happened, as I know that I didn't go through the order form 5 different times.

---

Hi,

Your account has 3 subscriptions set up and all of them have Skype Credit as payment method. Since none of them were cancelled they were temporarily suspended until you activate auto-recharge.

You activated auto-recharge with your Skype Credit payment for $10 when you didn't disable this option as shown here:

http://community.skype.com/t5/media/gallerypage/user-id/1234/image-id/1230iE5F10ADC59821DBB

Since auto-recharge was enabled of course subscriptions were extended as well and in order to cover all your 3 subscriptions Skype Credit was added to your account several times.

This is normal behavior if you don't cancel subscriptions as shown here: https://support.skype.com/en/faq/FA1881/How-do-I-cancel-my-subscription

I can now see that you have cancelled your subscriptions. If you don't need those subscriptions then you can file a refund request as shown here: https://support.skype.com/en/faq/FA297/How-do-I-request-a-refund

In the future please make sure you cancel your subscriptions if you don't need them anymore and if you don't require auto-recharge then cancel it during payment as shown on the screenshot above or after the payment as shown here: https://support.skype.com/en-us/faq/FA1042/What-is-Auto-recharge-and-how-does-it-work#Auto-recharge_...

If you need any help with cancellation process then customer support can be found as shown here: https://support.skype.com/en/faq/FA1170/How-can-I-contact-Skype-Customer-Service

Andre

[Kco_2008]

Hi Andre,

Finally someone showed up to answer these compalints, it is very disappointing that we are unable to get a hold of you guys when in need of support right away.There suppose to have 24/7 support here,you guys should put up a link,easy link to click and get your attention ASAP,not after a day or so to get answer from you.Same on facebook,a lot of Skype fan page but non of them are there to reply right away,which useless.

MY QUESTION IS CAN I USE PREPAID VISA CARD TO PURCHASE A SKYPE CREDIT?

I want direct and accurate answer on this as most of other stuff don't actually accept prepaid but when you use it ,it is always charged but credit never been credited.Then ofcourse another hassle to get  it back,a waste of money again.As well,i don't want to put my credit as like this crap going on with this kind of business has always been and so i'm aware of it.

Please reply ASAP!

[Andre Staff Moderator]

Hi,

Payment options depend on your country, therefore you would need to check payment methods for your location from: http://www.skype.com/intl/en-us/prices/ways-to-pay/

If prepaid cards are not listed there for you then it's not possible.

---

Finally someone showed up to answer these compalints, it is very disappointing that we are unable to get a hold of you guys when in need of support right away.There suppose to have 24/7 support here,you guys should put up a link,easy link to click and get your attention ASAP,not after a day or so to get answer from you.Same on facebook,a lot of Skype fan page but non of them are there to reply right away,which useless.

---

Skype has 24/7 customer service and here's how you get in touch with them:

1) Go to support page: https://support.skype.com/  (Listed on all main pages at the top)

2) If you can't find an answer from FAQ's then type in word support or customer support

3) First link you get is: https://support.skype.com/en/faq/FA1170/How-can-I-contact-Skype-Customer-Service

FAQ has 5 simple steps how to contact customer service via email and depending your acount you might be eligible for chat support which is also available 24/7: https://support.skype.com/en-us/faq/FA10656/What-is-live-chat-support

In this forum mostly users help other users. Majority of moderators help here out of their personal time, it's not their daily job(including myself). Here you can find answrs mostly for technical & usability issues and how Skype products work, but it's not an official support channel for Skype.

Customers are first directed to FAQ's because majority of answers are in the FAQ's and there is no need to contact customer service. For example if customer doesn't know how to make a video call then there is a very good guide for it in FAQ form and customer doesn't need to contact customer service. This means customer service agents have more time to investigate serious bugs and troubleshoot billing issues where FAQ can't help.

Skype has a very good FAQ system and it literally helps millions of users every single day, but if customer needs help then of course customer service is available 24/7.

Andre

[galachka9]

Hello Andre,

Thank you for the detailed response. I have submitted a refund request.

I do understand now how I ordered auto-recharge - when you place an order it is *enabled* by default, and you have to go uncheck the box. However, I'm not sure where the subscriptions came from in the first place, as I never intended to order them, and I'm not sure how that can happen by accident.

Just to provide a little feedback, I think it's a little bit sneaky to have auto-recharge enabled by default. Even when you deselect the auto-recharge checkbox, then go to change your billing or credit card info, and come back to the purchase screen it is selected again! I understand that it's a way to make money, but I also think that your customers should know what they are paying for.

I'm still pleased with the Skype service overall, however, and I'm hoping to get this refund back and purchase more Skype credit *when* I need it. If I used Skype excessively, I would let this go and have no problem having so much credit on my account. However, I only meant to buy $10.

Thanks again for the response and I'll be looking to hear back from whoever handles the refunds...

[Andre Staff Moderator]

---

galachka9 wrote:I'm not sure where the subscriptions came from in the first place, as I never intended to order them, and I'm not sure how that can happen by accident.

---

Your order history shows that all subscriptions were purchased manually through your account page. You can check your order history from: https://secure.skype.com/account/purchase/history/orders

If you didn't make these orders then please get in touch with customer service as they will need to investigate who made the orders on your account then.

Andre

[barbara_matson]

I am trying to cancel my subscription.  I didn't even realize that I was automatically paying for one.  My husband has it on his computer too.  we do not need two accounts.  can you please help me cancel?

thank you. 

It isn't right that this should be so difficult. 

[Kco_2008]

HI ANDRE,

IT IS XXXXXXXXXXXXXXX FRUSTRATING TO MAKE A PURCHASE HERE.YOU GUYS PUT PAYPAL OPTION FOR PAYMENT BUT STILL ASKING FOR XXXXXXXXX CREDIT CARD....XXX  YOU GUYS WANT? AND SO YOU CAN KEEP CHARGING THE CARD.MY PAYPAL HAS MONEY IN IT,WHY NEED CARD?

I NEED REPLY ASAP!!!!!!!!!!!!!!!!!!!!!!!

[NormanM Moderator]

---

Kco_2008 wrote:

I NEED REPLY ASAP

---

You're unlikely to receive one if you shout.

Also please watch your language. This is a public internet site.

Post edited.

Thank you.