I was recently charged less than a week ago for a full 12 month subscription from Blizzard. I contacted them a few days after seeing this on my account and wanted them to refund me the 12 month and charge me for a monthly fee moving forward because we are tight around Christmas time and was not expecting this big charge to come out. This should be an easy fix but they will not issue me a refund because i played enough time for the month which i am not asking for free play time. I am asking for them to charge me for the first month and refund the 12 month. I have been a loyal customer since TBC and have never asked them to refund anything.
I have opened up a ticket and was told 3 times now that there is nothing they can do because i used up play time but i havent even used any play time for 11 upcoming months.
This is ridiculous and terrible customer service. Just because they want my 165 bucks up front rather than get more from the monthly plan spread out over 12 months.
Please do something about this. This is not right and a company of your stature should not treat your customers like this.
This is an awful way to treat a loyal customer.
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Ouch. This is both a policy issue and a function of their tools. They don’t have the ability to refund a partial purchase, or to refund a whole purchase then initiate a new monthly sub in your name. The account holder must be the one to set up that monthly sub and approve it.
The refund system is partially automated - in that it checks the request against basic criteria in the eligibility policy and if it does not meet those, it auto rejects it. In your case because the policy says no more than 2 hours of play time. The next step is to re-open it to have a GM look at it manually. I see you probably did that.
I am not sure how much leeway they have, but given you say you have never received an exception on your account in all of your very long account history, you may be able to get an exception. See what the Blues say when they get in today. It will probably be worth putting in another ticket. Get their guidance first though.
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When you bought the year subscription - that was you agreeing to it being a recurring subscription. You paid for the year and got the bonus items for it.
That also puts the onus completely on you to remember whether to turn it off or alter it if that’s your choice.
There is only so much they can do if you’ve played in so much to make a refund non-viable. Especially with the larger subs like that, they cannot break it down monthly. They would have to refund the whole year’s sub and you set it for the month from there. But if you played so much that they can’t refund you, then that is it.
And too, posting here won’t do anything to help bolster your case, I’m afraid. This forum is Customer Support, not Customer Service. This forum is one for players to assist other players. No staff comes here beyond our SFAs, so your feedback isn’t reaching anyone but your fellow players. To make your discontent heard - please make use of the survey(s) you receive when your tickets are closed out. That is the best way to make your voice heard.
I am sorry for the situation you’re in. Good luck to you.
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While completely true, a year is a very long time to remember when something bills. We had a case a few weeks ago involving a year long sub where after several tickets the GM did make a one time exception for the player. I don’t know what criteria is used for making that decision, so that will be up to the GMs. It is worth seeing what the Blues say on this and probably putting in a last ticket asking:
- For a one time exception to the refund policy to refund the year sub. That they understand any rewards related to that would be lost. That they understand that setting up a new sub or adding game time is their own responsibility.
Then the OP would have to set up the monthly sub themselves.
Also ARGH good morning!
shares coffee 
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Oh I get that entirely. I know I forget things like that all the time. Even if it’s just like signing up for a free week of something - I have to put a reminder in my phone so I don’t forget to turn it off before I get billed because heavens know I’m scatterbrained like that. 
And I missed that, so that’s good to know. I just knew where X amount of play time will make things ineligible or so much time having passed. Per the refund info page subs should be eligible within a 14 day window, but again, we’re not privy to what information the GMs were using to disqualiffy OP’s request so that makes it difficult to point out what they’re basing the ruling off of.
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Only if the sub is unused, as in not played at all. That is the policy. However, exceptions can be made but I just don’t know what the criteria or approvals process is for that. As a long time customer with no previous refunds or exceptions the OP seems to fit in the category where it might be possible.
True, any account actions can cause them to deny refunds - esp if that account action is for the WoW account in question. Time since purchase, use of purchase, account actions - can trigger the auto deny. Exceptions are things like no past refunds, no past exceptions, no recent account actions, etc. I just don’t know the whole criteria.
I am looking forward to seeing what the Blues say on this so I learn a bit more.
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Hopefully you changed your subscription from 12 months to month to month, if that’s your wish.
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