Recurring sub issues and account now frozen

Support Customer Support
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So this will probably be a long story and I hope I tell it correctly. I’m super frustrated; I’ve been going back and forth with customer support via tickets since last night and each person does not review the previous tickets, so nothing is resolved.

This started with me never receiving the 12 month sub mount. I have and have always had a recurring sub; first it was 6 month, than when 12 month when it became available. The most recent recurring payment was in April 2024 and is valid until April 2025. I sent the original ticket basically asking why I haven’t received the mount. Only to be told in reply that my sub was canceled? I never asked for such a thing. I’m super excited to play the new expansion and first bought the heroic edition, than the next one up so I could play a few days in advance.

I explained that I never canceled my sub and got a response back saying that I should make sure not to cancel it. So…huh? So I thought, I’ll go through the steps of making sure I have an active sub, not realizing I was purchasing another one. So, now that I had two 12 month subs going, my game time was extended to April 2026. I sent in another ticket and this was the response: “I understand that you are having an issue with your missing mount, however when I checked your account, I’ve found that the mount needed just sometime to be delivered, I’m really sorry for the confusion that is caused by our previous game master, but as I see from my point of view now, I’ve found that I can claim it for you and you’ve manage to get your mount delivered, all you need is to logout completely, delete the cache files, and log in again, you will surely find your mount right away!”

I sent a response ticket in thanks; and also said “Can I be refunded the 12 month sub of $150 I just spent today? It was just renewed 4 months ago, and I cannot afford another $150 at this time.”

The response was: "Greetings,
Game Master Rynimqua here to assist you in your refund process.

I have been checking your request of refund, as I can see you recently purchased again the 12 months WoW Subscription, don’t worry I know that I’ll give you a possitive response here. ＼(~o~)／

I completely understand the reason why you are asking a refund, in this case I’ll make an exception here. have approved the refund and you will receive the funds between 3 - 10 working in your payment method that you used to make the purchase, the amount of $167.73 USD will return to you without any problem."

I had then received an email from Blizzard stating I have received a refund. Immediately after, I received another email from Blizzard stating my account has been frozen. I sent another ticket: "Hi, I received an email that said my account is frozen. Why and what does it mean? On my Manage Subscription in my Battle Net account, it says my Sub Status is Failed Payment; Game Time Expiration Date is Expired; and Next Billing Date is Not Applicable. I just paid for a 12 month recurring sub in April 2024, and should be good through April 2025. I also still have not received my Charming Courrier mount, even though I completely logged out and deleted my cache. "

The reply ticket: "After verifying your case, I understand that you have add a 12 month Subscription, but you are not able to play the game. Well, no worries, let’s verify what could have been happened here.

In this case, we have reviewed some information on your account and we noticed that on a previous communication you have requested the refund for the World of Warcraft Subscription - 12-Month Offer, due to this you are not able to play and receive the mount. In case you would like to receive the offer, we recommend you to purchase the subscription again, because this order shows as refunded on your transaction history."

My response ticket" Hi, this is not the problem. If you look at my ticket history you will see why this refund happened. Also, if you look at my transaction history, you will see that this morning of Aug 17, 2024 I purchased a 12 month sub and returned that one. However, I have an active 12 month sub that was purchased in April 2024 and is valid through April 2025. Please read my ticket history and correct this."

The reply ticket: “I understand you want to be granted with the year subscription rewards as you had active game time from a year subscription. Let’s delve into this together.
After reviewing your account details and the provided information, I’ve found that although your account had remaining game time, the subscription was not active, which is why you did not receive the Charming Courier. When you purchased the new subscription, you received the mount; however, it was removed when the subscription was refunded.”

I feel like no one was paying attention to previous tickets or the transaction history of my account. Even though I just paid for a recurring sub a few months ago, besides still not having the mount, my account still says failed payment, game time expired, and no next billing date. I’m ready to tear my hair out.

edit: While all these tickets were going on, I was still able to log in my account. Just tried now, and I am unable to log in. Please give me my account I paid for back =/

2 Likes
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Sounds like either you added the 12 months then stopped the actual reoccurring subscription which is required for the mount to qualify (so yes, you have active gametime but not an active sub) or possibly if the card details were due to expire before your next payment date that may have caused an issue perhaps. To see if your subscription is currently active it should say on your account page current status active, next billing date XYZ. If there was no next billing date there was no active subscription.

So what may have happened is for whatever reason to start with there was no active subscription, you added a new 12 months, which signed you up for a subscription which you then refunded which would cancel the subscription and then make you ineligible for the mount again.

If you are not currently signed up for a reoccurring subscription then you wont be eligible for the mount, and yeah as you found out signing up for it will auto charge you the 12 months. Not sure if theres anything a GM can really do about that.

2 Likes
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But what I’m getting at is that I did have a recurring sub; the April 2024 went through as recurring. And now my account is frozen through all of this. I know you are trying to be helpful, but you’re repeating the same thing as the ticket responses, and that is what is frustrating me. Also, I never canceled my sub. I’ve been playing since 2008 and plan on playing in the new expansion.

1 Like
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This is just a player to player help forum there are no GM’s here. For whatever reason the system didnt update with your eligibility or the reoccurring sub was removed and now adding and refunding is putting a spanner in the works.

Youd need to reopen your ticket and just keep it simple without all the fluff. Just say I had a reoccurring subscription in place but had not yet received the mount. A GM should be able to see when this may have changed. And then say when checking your subscription details the page led you to add a new 12 month subscription charge which was not needed and was refunded. Unfortunately refunds tend to remove subscription settings and also hold accounts until the refunded subscription is reapplied. So I’m not sure if thats something you may be able to request be escalated but really a ticket to billing is what youd have to do.

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Well, that’s generally how it reads. I personally don’t know, but it could be your 2nd charge didn’t gone through for whatever reason and they only seen the first 12 month and refunded that. What your bank statement show doesn’t automatically show what you Battle net account has.

Yes, your bank may say Blizzard has the money, the Blizzard has their own system which take their time to put the payment through.

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I understand the differences in Blizzard transaction statements and my bank statements. However, that payment was 4 months ago. The payment reflects in both my Blizzard account transaction history and my bank transaction history.
And Blizzard Customer service does respond in these forums; its not purely player to player. Vrakthris is one of the customer support reps that responds. In fact, a lot of the posts in this forum have blizzard responses.
And my tickets are simple. My first ticket only asked about the mount because I have a recurring sub. That is what started all this.

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Thing is; they’re not part of the folks who handle tickets. Their job is handling the forums, not act like another route for the tickets. Even then, Billing issues isn’t something they can help with. Sure, they can see a ticket and know what’s going on in it, but they can’t really fix something going on with the billing system, nor can they give someone a given item from posting here.

2 Likes
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they are not GM’s tho, just support forum agents, they wont be able to -fix- anything

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I know, really I do. I’ve done this before. But they can look into things on their end and hopefully offer a solution.

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Does your account management page display your next billing date?

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No, says not applicable. Which means the refund from this morning screwed something up.

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Unfortunately, the lack of a future billing date indicates that, for whatever reason, you don’t have an active recurring subscription.

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Yes, that is my issue; because I paid for one in April 2024.

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And it would appear that it was somehow canceled.

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Yes that is the other issue, because I never canceled my sub.

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You said something earlier about a refund? Sorry, your initial responses were quite… wordy.

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A refund was applied this morning to the purchase of an additional sub also made this morning.

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From what I can figure out I THINK this is what happened.

  • 1 year sub was billed in April 2024. The account has game time until April 2025
  • SOMEHOW the re-occuring part of the sub that would bill in 2025 was cancelled. Payment method removed or expired? Sub cancelled due to player choice or an account action longer than 2 weeks?
  • Player really wanted the rewards so bought a 1 year sub today which billed immediately and granted them the rewards.
  • Then they asked for a refund on that sub.
  • Mass confusion spell was cast at that point
  • Account frozen

The first issue is that for some reason the account did not automatically qualify for the rewards despite having game time. That usually means the re-occuring part of the sub was cancelled so it was not set up to auto bill.

That led to a second problem with a new sub being added then refunded.

Definitely going to take some blues to sort this out.

5 Likes
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I reckon what happened at this point is that the game master could see the second subscription purchase but it likely hadn’t finalized so it wasn’t available on their end to cancel or refund while it was still considered in processing status.

They canceled the one that they could.

1 Like
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They wouldn’t have refunded a 12-month subscription with only 8 months remaining.

Now, if the player disputed the charge, Blizzard absolutely would have frozen the account until that chargebacl was repaid.