27-10-2011 13:55 - edited 27-10-2011 14:44
I have a monthly subscription (order number 522130019).
My new minutes have not arrived despite Skype saying that it should renew on October 26th.
I am VERY disappointed, as it is now 27th, and I paid almost £100 for this service.
I paid for the subscription but my minutes havent been renewed! I signed out and in for some times but it still doesnt work at all. Anyone could help me to get my minutes back?
If your subscription minutes do not reset at the time the subscription was initially bought, then please contact customer service so that they could investigate this.
Take a look at BBB site. We are not the only clients with support issues. They have cancelled my on-going subscription siting a variety of reasons, over dozens of emails.... from "you cancelled it yourself" to a problem with Pay Pals (which I don't use), to something I entered incorrectly (when I enter nothing: it is a Skype-generated billing request directly to my card that worked successfully for months), to a problem with the relationship with my card carrier (card carrier has given excellent support - nothing changed with them,they just did not receive the request for payment from Skype for last month). Skype wants me to apply for a new subscription (at higher rate). All well and good except how would a new subscription work when whatever went wrong with the old one was not fixed. I get no indication anyone is actually reading my emails for content. I get no idea anyone is actually trying to determine what has gone wrong. The only clear response I have received is to buy another subscription.
After, literally dozens, of emails with Skype "customer support" asking them to re-process a "refused" payment that my payment authority did not receive - one person (Keiko) offered support and also did some trouble shooting. Although, previously, I was told Skype subscription could not be re-activated once cancelled: a simple "reactivate" button press was all it took. Although in previous emails Skype indicated a variety of canned reasons why payment did not go through - payment went through without a hitch on this second attempt. As well, Keiko offered to forward my issue to technical staff for further investigation which is most appropriate as none of the canned responses given me previously (as to why payment was "refused") applied to my case. Obviously something glitched that dozens of Skype support employees were unwilling/unable to address. Kudos to Keiko!
Kudos to Keiko!
Thank you for taking the time to point this out.
I have forwarded your comments to Customer Support Management and will ensure that Keiko is made aware.
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