1. #1

    Incorrect billing dates and terrible customer service experience

    so you (ubisoft) as im aware previously had some issues with your uplay+ subscription that effected many people after the free trial period ended and my experience was no different. over the past 2 months of my uplay+ membership my bank account has been charged on an incorrect date on both occasions, in accordance with your own terms and conditions it is specified that my account should be charged on the date specified in my uplay client.

    Both your uplay client and the previous customer support officer I spoke to gave me incorrect details which has resulted in my account being charged on the wrong date. due to being charged on the wrong date and being on the low income that I am I have to manage where and when I send my funds carefully to avoid making any late payments and due being unable to accurately tell when I am to be charged I have received late fees from other companies not receiving their payments on time.

    Furthermore , this whole experience, including my last my last 2 points of contact with customer support officers has left me feeling extremely frustrated and disappointed with the level of service i have been provided. I have had many of my points in conversation ignored, been given false information/ lied to for sake of convenience, received late fee's due to incorrect payment dates and the faulty information provided to me, and upon failure to resolve my issue and after requesting to have my issue raised to management i then instead had my support ticket cancelled without a reasonable conclusion to my problem or a final response ( or an email notification to advise me that the ticket has/ will be been cancelled)

    the overall level of customer service I have received over the last 2 months has frankly been outright disgusting from both a technical and customer service point of view, and in this current state im regretting ever signing up to your service and wouldnt recommend any of your service to anyone.

    i am leaving this thread here under the advice of the last customer service officer i spoke to in hopes that the appropriate management will at some point see it at you dont have a point of contact over than public forums or technical support, which again, is a very poor way of designing a customer support network within a business.

    below is a copy and paste of previous customer support tickets i have raised showing the false information i was provided with and the lack of any genuine resolution to my problem other than what felt like a generic apology speech read out of a guide book.

    :truInfinity
    Sat, 9 Nov 2019 20:12 UTC+10

    Frankly thats very confusing, inefficient and extremely hard to manage, correct me if im wrong but under your subscriptions OWN terms and conditions ( "The Subscription fee for Uplay+ Services will be charged on the specific billing date indicated on your Ubisoft Account page." taken from section 3 and 4 of the uplay+ terms and condition ) it doesnt seem correct by either of our standards that my subscription be "renewed" at the begging of the month, yet i get charged in the middle of the month?

    i should be getting charged and subscription renewed on the date listed in my uplay client on a monthly basis, not 2 weeks here and one month there, further more i was assured by your clients billing date AND your agent that i would be billed next on November 13th ("As previously informed the next billing period will be on 13th of November.") how am i suppose to effectively manage funds from my account when im unable to tell or see when my account will next be charged charged?


    from my perspective you have essentially taken funds from my account at an unpredictable and unforeseeable date ( which was both confirmed by your client and agent as previously mentioned) which has cause further fines and penalties from other places not receiving the funds expected to be in my account. considering i was a combination of of incorrectly and incompetently advised of my next billing date on multiple occasions , respectfully, if you cant either provide some sort of compensation or explain exactly why this isnt your responsibility or liability as a business then i feel like i should be speaking to someone higher up than yourself.


    Ubi-Lion @ Ubisoft Support
    Sat, 9 Nov 2019 19:32 UTC+10

    Hello TruInfinity,

    Thanks for your reply to Ubisoft Support. I hope you are having a great week!

    Billing period in your case started with the free trial and ends at the end of the month, so the renewal will be at the beginning of every month even if you have been charged in the middle of the month.

    I understand you would want any kind of compensation for the time and stress however as a Support I am not empowered to provide such at this moment.

    Thank you for your patience and understanding!

    Should you need any further assistance, or have any questions please do not hesitate to contact us.

    Kind Regards,
    Ubi-Lion
    Ubisoft Support


    TruInfinity
    Sat, 9 Nov 2019 13:06 UTC+10

    Thank you for clarifying that all makes sense.
    however one thing that still confuses me is that my last membership payment was on the 12th of October which is less than 30 days ago, so how come i've still been charged for a new subscription renewal on the 2nd of November before the 30 days is up up? that doesnt make sense?

    obviously there's something else that has still going wrong that needs clarifying?

    also i cant help but feel this shouldnt be a problem i should have to deal with in the first place, something such as a monthly payment shouldn't be this complicated and stressful and i dont think its unreasonable to request some sort of compensation for the time, effort and stress i've had to put in to solving this problem


    Ubi-StWhisper @ Ubisoft Support
    Tue, 5 Nov 2019 23:05 UTC+10

    Hello TruInfinity,

    Thank you for getting back to us.

    After further looking into your issue and discussing it with our teams, I need to inform you that the reason your billing period starts from the first of the month is because your subscription is activated from the free trial period.

    Since the free trial was not a full month but till the end of September the new invoice automatically start from the start of the next month. From here on all of the invoiced will be starting from the start of the month.

    So in your case you started the free trial from 14/09/19. This means that your next billing period will not be from 14/10/19 but it will be from 01/10/19. I hope this clarifies the situation.

    Should you need any further assistance, or have any questions please do not hesitate to ask us.

    Kind Regards,
    Vidol
    Ubisoft Support.


    TruInfinity
    Sun, 3 Nov 2019 13:40 UTC+10

    attached is the chat history from a previous support ticket i lodged with you guys a few weeks ago in regards to an error with the billing dates for my uplay+ subscription, the end result was suppose to be my uplay subscription bieng active until november 15th and then to be billed again yet this morning i have been billed for another months subscription when my last payment was roughly 2 weeks ago?

    i'd also like to point out that if you read through the messages i very clearly pointed out that this was going to happen, and yet i was either ignored or lied to and "assured" that my next payment date would be November 15th, i have now been charged again this morning which has left me short of paying other bills that the money was expected to go towards and have been charged late-payment fee's which i cant help but feel you are responsible for considering the circumstances and the failure to provide a proper resolution to this issue the first time around.


    TruInfinity
    Sun, 3 Nov 2019 13:33 UTC+10

    StoyanS @Ubisoft Support wrote:
    21/10/2019 @ 12:56
    Dear TruInfinity,

    Thank you for contacting Ubisoft Support.

    Allow me to apologize for the delay in our response.

    I understand that you are experiencing numerous issues with Uplay+, one of them being a duplicate charge for the service, with no ability to access it.

    Please keep in mind that Your subscription will be suspended if payment cannot be taken from your payment method.

    If you wish to continue with your subscription, please update your payment details.

    As for your issue with being charged more than once, due to the timings of the payment process, it's possible that there are two or more displayed payments for Uplay+ on your bank statement.

    Please note that one or several of them are authorization holds, and will be cancelled after a few hours.

    You will only be charged once for Uplay+.

    We apologize for the inconvenience these issues may have caused you.

    If there is anything else you need help with, please do not hesitate to contact us back.

    Kind regards,
    Stoyan
    Ubisoft Support
    You wrote:
    19/10/2019 @ 15:24
    I'd just like to point out its now been a week without a response, is this kind of waiting period normal?.. cause i wont be continuing my subscription until this confusion has been explained
    You wrote:
    16/10/2019 @ 03:49
    could i please get a reply? its been 5 days now and im still just as confused
    You wrote:
    14/10/2019 @ 02:03
    payment has once again been accepted this morning and subscription applied to my account, however its saying the starting date of my subscription is " 12-10-19" which was 2 days ago for starters. ( subscription was not applied until this morning!) secondly its saying the subscription period ends 1-11-19 which is significantly less than a 1 month period..
    You wrote:
    13/10/2019 @ 05:10
    how can my subscription end one day, then be active the next, the end the next day again..
    You wrote:
    13/10/2019 @ 05:08
    further note: the payment i made yesterday finally activated my subscription a few hours later in to the day and i was able to play anno for the night, however for some reason that doesnt make any sense to me at all, this morning it is now saying my subscription has,once again expired..
    i made a payment yesterday! and literally played all night! how does that even work.. absolutely ridiculous
    You wrote:
    12/10/2019 @ 05:28
    i'd also like to add, out of frustration of wanting to be able to play the games i paid for, i have now paid for another months subscription to in an attempt to be able to still play my the games while i wait for a response, however the money has been removed from my account and its STILL SAYING that my subscription has expired.. extremely disappointed..
    You wrote:
    11/10/2019 @ 18:05
    hello there, i recently signed up to your uplay+ subscription last month when you had the free trial on and as seen below i made a recent payment to renew my subscription after the trial ended. however tonight i've recieved a message saying my uplay+ subscription has ended due to non-payment. if the payment i made on 1.10.2019 was for a month then should i not still have membership currently? ( as less than 2 weeks have passed since i made a payment), the only other explination i can come up with is that this payment has gone towards covering septerbers subscription, which if that is the case then there never really was a "free trial"?

    can you please explain, has there been an error somewhere or have i misunderstood something?

    thanks in advance ??

    2019-09-14 Billing September
    A$0.00 (Billed monthly)

    2019-10-01 Billing October
    A$19.95 (Billed monthly)


    TruInfinity
    Sun, 3 Nov 2019 13:27 UTC+10

    Hello TruInfinity,
    Recently you requested personal assistance from Ubisoft Support. As we have not heard from you in the last four days your case has been closed automatically.
    Below you will find the full transcript of your ticket.
    If this issue has NOT been resolved to your satisfaction, you may reopen it at any time by clicking on the link below.
    If you wish to reply to this message, please click here. Please do not reply directly to this email.

    Kind regards,
    Ubisoft Support

    COMMUNICATION HISTORY
    VidolB @Ubisoft Support wrote: 23/10/2019 @ 09:54
    Hello TruInfinity,

    Thank you for getting back to us.

    I understand you wish to confirm when your sub will expire.

    As previously informed the next billing period will be on 13th of November.

    Should you need any further assistance, or have any questions please do not hesitate to ask us.

    Kind Regards,
    Vidol
    Ubisoft Support.
    You wrote: 23/10/2019 @ 06:32
    I just wanted to double confirm that my subscription is active until and due to be bill next on November 13th?

    only because in my uplay client under the subscription management tab its still saying that my subscription is only active until November 2nd and will be re-bill on that same date.

    can you confirm that this is just an error in the client that i can ignore?
    KristiyanG @Ubisoft Support wrote: 22/10/2019 @ 14:57
    Hello TruInfinity,

    Thank you for your reply. I hope you are doing well!

    Please be advised that your Upay+ subscription has been reactivated on the 13th, which means the you will be billed again on the 13th next month. Apologies for any inconvenience caused.

    For any additional questions, please contact us. We will be happy to help!

    Kind regards,
    Chris
    Ubisoft Support
    You wrote: 22/10/2019 @ 03:13
    if im not mistaken, 1 months membership that was applied to my account shouldnt be from the date of 14/10/19 until 14/11/19 ( give or take a day depending on your exact definition of "1 month" ) ?

    my account is reading my membership will be applied from 12/10/19 until 2/11/19

    2 days before my membership was actually applied, and ending 12 days before a full month period?
    You wrote: 22/10/2019 @ 03:09
    Hi stoayan

    thanks for getting back to me!

    i've done some investigating on my end and can confirm that only one payment was taken from my account as you have also confirmed, i was just confused as i received 3 separate receipts on 3 different days haha

    but there's still a couple things that are still confusing me and that i feel need adjusting,

    Firstly as mentioned in an earlier comment i made the payment to renew my subscription manually on the date" 12-10-19" however my membership wasn't applied to my account until the 14-10-19, and on my uplay its saying stating that it was applied on 12-10-19, which is incorrect because that means i've lost 2 days of membership that i never got to actually use

    secondly, its stating that my next payment will be taken out of my account on 2/11/19, which i'd like to point out is significantly less than the 1 month period the subscription is suppose to be applied for?

    unless im missing something that doesn't seem right^
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  2. #2
    read over this now i also realize there are multiple spelling mistakes due to me writing this in rushed and annoyed state but im sure its understandable for the majority.
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  3. #3
    Hey TruInfinity,

    Thank you for reaching out.

    The team is aware of this issue and are looking into it further.

    Apologies for the inconvenience.
    Hey, you think Ubisoft will hire me now?
     1 people found this helpful
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  4. #4
    Originally Posted by SalanH Go to original post
    Hey, you think Ubisoft will hire me now?
    You look professional
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  5. #5
    oh great, well im glad the team is aware of the issue while im $ out of pocket and screwed around by every person in Ubisoft whos supposed role is "customer service" , thank you for yet another generic and scripted apology speech with 0 resolution
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  6. #6
    I dont think there's a single person I could call a "professional" in their entire contact department at this point.
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  7. #7
    Ubi-Raziel's Avatar Ubisoft Support Staff
    Join Date
    Jan 2019
    Posts
    4,533
    Hello TruInfinity,

    I have taken the time to read through your forum thread, as well as your support cases and Uplay+ on your Ubisoft account. This was not a nice experience for you and I'm sorry your support case ended without you being left feeling happy.

    To make sure there is no confusion, I'd just like to explain that a support case closes automatically after 4 days if there was no response after our last email.

    Uplay+ has had some issues since release and we've done everything we can to fix them, as well as keep all players in the loop.

    Considering this is account related, feel free to drop me a private message in the forums here. I'll do everything I can to make sure your case was handled correctly and you're left feeling satisfied.
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