Auto billing canceled still went through

I am completely astounded by Squaresenix and their customer loyalty (customer service).
I was billed for 180 days even though i had previously opted out of the auto re-subscription. I was polite (unlike Agent Michelle) and was informed they do not give refunds after the billing process has gone through. I only found out after I was billed... how, and how was i billed when the re-subscription should not have gone through! Usual customer service is trying to accommodate,but squareenix doesn't care.

System 09:59：You are now connected to Agent Michelle.

Agent Michelle 09:59：Hello and thank you for contacting the SQUARE ENIX Support Center. Just a few moments while I review the information on the ticket. While I look over your ticket information, may I have your first name please?

Agent Michelle 10:00：Thank you. You have been charged for a subscription after canceling?

Customer 10:01：I did not cancel I was letting my subscription run out however I had previously canceled the auto re subscription and somehow I was billed.

Customer 10:04：I was billed a subscription of 3 month.

Customer 10:05：November 17th on Saturday I was notified by statement.

Agent Michelle 10:06：Unfortunately, we are unable to refund a subscription charge once it has been processed however, I have canceled the subscription on our end so, you will not be charged further.

Customer 10:06：Can you charge for a one month instead of 3 months then

Agent Michelle 10:07：We are unable to change a subscription in the middle of the billing cycle.

Customer 10:08：I was billed on saturday and left message right away but nobody got back I had to chat today.

Customer 10:09：file number ******* was filed on saturday after i saw my statement.

Agent Michelle 10:10：We are not open on the weekend and the earliest we would have been able to review the email would have been on Monday. Also, we are busier than usual due to the influx of requests from people who wish to return to the game after the announcements made at Fan Fest.

Customer 10:10：I understand that however I canceled auto re subscription

Customer 10:10： isn't that is your technical problemÉ

you get the idea! A long chat later i closed my account and I was trying to thank agent Michelle for his or her patients when he or she just ended the chat! Unbelievable!!!! I am not going to further support this kind of service. wishing all of you a more enjoyable time. done with square enix (until ff7 remake....unless they put it online;P)

Hahaha, this reminds me of 15 years ago, when I wanted to play FFXI, I borrowed my dad's Credit Card(I was only 14)with permission of course I asked for 3 months for 2 of those 3 months I was just trying to boot the game but my computer was a trashy packard bell lol. After a year my dad told me they had charged that whole year on his CC.

I also got support through their chat and I didn't even get a hello, he just said "what?" hahaha, now I found it strange I got connected to an American service when I was European, though he did help me out but he was rude the whole way through, kept telling me I was wrong or saying it wrong, because I'm European so our dates are DD/MM/YYYY at the time I didn't understand, anyway, didn't get a refund but stopped the billing.

Since then I've never automated these things outside of where I live, just monthly cards. Just thinking about whay happened with you stresses me.

Enix tend to be extremely rigid with their rules on sub/store refunds and item/house restorations. It's baffling, because they have no real reason to be.

In contrast in WoW I have been refunded subscriptions for simple mistakes on my end, no questions asked, they have a feature to restore deleted characters, account hackings are often reversed within a day or two even if you're inactive and you get free gear restorations on a month cd. Not saying WoW's a better game at all, but Enix's customer support regulations are terrible.

I remember when I was still playing EVE Online that happened to me after I quit the game and they refunded me to my card the entire thing because I hadn't logged into my account or played at all during that month. SE should refund you IMO if you didn't log in or play at all during that sub period.

Sorry that this ended up happening to you.

My advice to everyone is always remove credit card or other payment source information from your account once the current billing has gone through if you are using other than a single month recurring billing system. You can always add it back prior to when it needs to be renewed. It not only protects you from the situation the OP describes but it's also an extra small measure of safety in case of unauthorized account use so the unauthorized user can't use your payment info to get game codes for their personal use or to sell to others.

Call the CC company for a charge back, tell them there was fraudulent activity. technically, if you cancelled the auto-renewal, and it auto-renewed on you, that's SE's billing department's problem. SE will politely have your account cancelled and locked that same day as well. Unless you're planning on coming back to the game, in which case you're pretty much SOL. I would suggest changing your credit card info on file to some non-existant mumbo-jumbo, so IF they try to bill you again, nothing happens. I've done that in the past with companies that I've had no faith in to bill me correctly.

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Originally Posted by HaelseMikiro

Call the CC company for a charge back, tell them there was fraudulent activity. technically, if you cancelled the auto-renewal, and it auto-renewed on you, that's SE's billing department's problem. SE will politely have your account cancelled and locked that same day as well. Unless you're planning on coming back to the game, in which case you're pretty much SOL. I would suggest changing your credit card info on file to some non-existant mumbo-jumbo, so IF they try to bill you again, nothing happens. I've done that in the past with companies that I've had no faith in to bill me correctly.

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Just want to bold and underline this part... lol. You can likely get your money back doing this but definitely be done playing FFXIV, now and into the future - cause they're going to ahk morn the account XD.

I pay for my subscriptions through Crysta: SE's personal currency. That way if I do not have enough it just sends an e-mail saying that there was an issue with the recurring payment. I never use my card directly if I can avoid it.

Are you sure auto renew was off? I believe you get an email when you cancel your sub.

can I have your stuff?