EnMasse's less then honest billing procedures

Reava Profile Options #1

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I wanted to warn anyone intending to cancel their subscription to double check their bank accounts. 3 months ago I cancelled my subscription to this game, 1 day before the end of the month. Later that same week I remember seeing a statement from my bank that they had billed me for the next month. "OK $#%#$ you got my money for the next month, I shouldn't have waited so long." Time went on, and as the automatic withdrawals continued, I lost track. (How many have payed or are still paying for games they no longer play) At the beginning of this month I received an email that my subscription had been renewed, and was shocked..WHY wasn't this cancelled 3 months ago?!! I submitted a ticket demanding a refund for the 3 months they had billed me, and received "All sales are final" as a reply and this would be my last month of billing. Keep an eye on your accounts people, ethics with these gaming companys are not like they used to be.
Leiloni Profile Options #2

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How was your subscription renewed if you didn't do it yourself? They have auto renew and manual renew. Manual means you don't get billed unless you click a button to renew every month, auto is the typical way of doing it, so I suspect you had it set to auto renew and didn't realize it. It also states clearly what date it will renew your subscription so you know when to expect to get billed. It's all quite clear. And EME doesn't handle billing. Digital River does.
Edited by: Leiloni over 5 years ago
Cheg Profile Options #3

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Death Lvl.12
Ascension Valley (PVE)
Human Berserker
Reava on 11/06/2012, 02:48 PM - view
I wanted to warn anyone intending to cancel their subscription to double check their bank accounts. 3 months ago I cancelled my subscription to this game, 1 day before the end of the month. Later that same week I remember seeing a statement from my bank that they had billed me for the next month. "OK $#%#$ you got my money for the next month, I shouldn't have waited so long." Time went on, and as the automatic withdrawals continued, I lost track. (How many have payed or are still paying for games they no longer play) At the beginning of this month I received an email that my subscription had been renewed, and was shocked..WHY wasn't this cancelled 3 months ago?!! I submitted a ticket demanding a refund for the 3 months they had billed me, and received "All sales are final" as a reply and this would be my last month of billing. Keep an eye on your accounts people, ethics with these gaming companys are not like they used to be.


Canceled subscription.
Got charged again.
Did not double check sub was actually canceled.
Got charged again.

If your account was marked as sub canceled, they would have refunded the extra billing. Only explanation is your sub wasn't actually canceled.
Edited by: Cheg over 5 years ago
JamesX Profile Options #4

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Adepta.Astarte Lvl.65
Tempest Reach (PVE)
Castanic Gunner
This was a common issue back when the game was first out. I haven't read any resurgence of this issue as of late.

Contact Live Support, they are REALLY good about taking care of refunds.
https://tera-support.enmasse.com/app/chat/chat_launch

Be aware with the Elin Swimsuit Apocalypse you might be waiting for a while. I was waiting for 18 minutes when I contacted then around noon.

I had the opposite problem. They couldn't charge my payment :( So my auto-renew got cancelled, I had to manually do it.
Edited by: JamesX over 5 years ago - Reason: Less than sign ate half my reply
Stealthed Profile Options #5

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Giovas Lvl.60
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Pedobear stole all Elin's swimsuits!
wontonbomb Profile Options #6

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it wont be long before this thread gets locked so ill say this now. EME: 12 year old children with god powers over a world. Bluehole: the lazy parents who wont do anything about it.
Yurian Profile Options #7

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Locked. Disruptive.