Update: Billed After Cancelling

Solomon Profile Options #1

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Eme-title Director, CS
Solomon Lvl.60
Tempest Reach (PVE)
Aman Warrior
We are aware of an issue where some accounts have been billed after the subscription had been cancelled. Please know that this situation is not acceptable to anyone at En Masse, and we apologize if you were impacted by this. We are working at a frenzied pace with our billing provider to determine why this occurred, and we will refund all those affected. If you were billed after cancelling your subscription we will begin automatically issuing refunds starting tomorrow (Tuesday, June 5th). Refund processing can take 5-10 business days to post on your bank account.
Xiann Profile Options #2

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Really 5-10 business days. Should have just not [filtered] up. This is pathetic. A damn shame. Thieves.
Edited by: Minea 12 months ago - Reason: Last warning for offensive language.
Catatonic Profile Options #3

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Catatonic Lvl.60
Mount Tyrannas (PVP)
Castanic Priest
HAHA. Man you are something else. Yes that is how long it takes BANKS to post stuff.


Also a good read:
http://tera-forums.enmasse.com/forums/general-discussion/topics/Help-46739

Xiann Profile Options #4

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Yeah read it devs. You people [filtered] up. I seriously can fix the problem you're having right [filtered] now. It's not hard. [Edit] I can't even get a mother [filtered] response from these people. It's absurd. And yes I've been trying to contact customer support. But of course there's nobody trying to call so it's going to take 2 hours.

I still can't believe you people would do something so ignorant.
Edited by: VelikaNightWatch 12 months ago - Reason: Edited for language.
Xiann Profile Options #5

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Of course they're not going to respond here either. Can't get em on the phone or the internet. NOW it's starting to get illegal.
Catatonic Profile Options #6

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Catatonic Lvl.60
Mount Tyrannas (PVP)
Castanic Priest
My sides.
ReiKoji Profile Options #7

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SupportGuru on 06/04/2012, 02:04 PM - view
We are aware of an issue where some accounts have been billed after the subscription had been cancelled. Please know that this situation is not acceptable to anyone at En Masse, and we apologize if you were impacted by this. We are working at a frenzied pace with our billing provider to determine why this occurred, and we will refund all those affected. If you were billed after cancelling your subscription we will begin automatically issuing refunds starting tomorrow (Tuesday, June 5th). Refund processing can take 5-10 business days to post on your bank account.


I heard your billing partner has had unfavorable service in the past.

Perhaps your choice of billing partner was not-so-great?

Long term fix over the next month or two, maybe less, would be to switch billing partners.
Edited by: ReiKoji 12 months ago
Zortalas Profile Options #8

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Xiann,

You have no clue what the actual problem is other than what you perceive; therefore, you do not know how to fix it. Please calm down and let them do their jobs.

It is NOT starting to get illegal until they have reached the end of the terms in which they have set. It's a very simple logic... if you sign an agreement, (which you did digitally by clicking on the little check box that says "I agree to terms and services agreement, etc etc"), they have every right to do whatever they wish as long as it is within said agreement -- so they could say, "You hereby agree that you will give us money for absolutely nothing with no compensation or return of any kind. We also hold the right to refuse refunds on anything and everything we see fit." So, to sum it up for you, they could bend you over backwards and you cant do anything about it.

Now, obviously Enmasse is not like that and their terms and services agreement states very similar standards and practices placed on the MMO subscription base - which means they have 30 days to take care of their business and at least respond to the issue at hand. Welcome to MMOs! Please feel free to Google all of the multiple dozens of other accounts an MMO billing service has ever had this issue.

Thank you for reading. And Enmasse, you still rock! Keep up the good work and hopefully these issues can be ironed out smoothly and quickly for everyone's sake.
Edited by: Zortalas 12 months ago - Reason: Minor spelling issue
azulvenatus Profile Options #9

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Zortalas on 06/04/2012, 02:38 PM - view
Xiann,

You have no clue what the actual problem is other than what you perceive; therefore, you do not know how to fix it. Please calm down and let them do their jobs.

It is NOT starting to get illegal until they have reached the end of the terms in which they have set. It's a very simple logic... if you sign an agreement, (which you did digitally by clicking on the little check box that says "I agree to terms and services agreement, etc etc"), they have every right to do whatever they wish as long as it is within said agreement -- so they could say, "You hereby agree that you will give us money for absolutely nothing with no compensation or return of any kind. We also hold the right to refuse refunds on anything and everything we see fit." So, to sum it up for you, they could bend you over backwards and you cant do anything about it.

Now, obviously Enmasse is not like that and their terms and services agreement states very similar standards and practices placed on the MMO subscription base - which means they have 30 days to take care of their business and at least respond to the issue at hand. Welcome to MMOs! Please feel free to Google all of the multiple dozens of other accounts an MMO billing service has ever had this issue.

Thank you for reading. And Enmasse, you still rock! Keep up the good work and hopefully these issues can be ironed out smoothly and quickly for everyone's sake.


Pardon Xiann, he's only worked at McDonalds in his entire life so he doesn't know anything about banks and money. Ask him about flipping burgers, I'm sure he can give you a definite answer. Also, give Xiann a little bit of sympathy... $15 on a minimum wage job is too much. I'd rage too if I were in his shoes.
Edited by: azulvenatus 12 months ago
Venthos Profile Options #10

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lawl, Xiann is freaking hilarious. He's the stereotypical type of person who has no concept of how commerce functions.

"5-10 business days?! THIEVES!!"

If that's your stance, please sue your financial institution that you're banking with. The credit request goes in instantaneously from En Masse (or whatever other organization may be processing a credit to your card) to your financial instituation. It then takes YOUR financial institution 5-10 days to post that credit. This is the same concept in how it takes a similar time for charges to post to your credit card. En Masse does not decide on the delay nor have any control over it. On their end, the refund is instant.

Xiann, you're an idiot. The fact that you're going to incur overdraft fees and may be financial trouble based on a maximum of a $107.40 +tax charge (1-year subscription) is hilarious beyond all belief.

En Masse is working to remedy and refund things as soon as possible. I hope the issue causes you as much personal strife as possible though before your refund goes through, simply because you're being ridiculously retarded.