Anyone else had their account suspended due to their inability to process CC payments?

Forums › Sky, Neon, Lightbox › Anyone else had their account suspended due to their inability to process CC payments?

lazza58

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#208844 1-Mar-2017 21:29

I had an unbelievable email letting me know that not only had my account been suspended, but that it was going to be cancelled if they couldn't get the CC payment to go through. That's the same card that works perfectly well with every other company I have an AP with and which has worked perfectly well with Lightbox except for this one payment.

In this situation I'd expect notification that the payment hadn't gone through and that they would retry and if I was aware of a problem please get in touch. But this appears to be beyond Lightbox - just suspend and threaten cancel. I'll finish now before my language deteriorates.

Dratsab

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#1728536 1-Mar-2017 21:50

I had one of these when I stopped using my Air NZ OneSmart but didn't change payment details in Lightbox. It's not a particularly well thought out or worded email but, being an automated response, I paid it no heed, updated my payment details and moved on.

mattwnz

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#1728568 1-Mar-2017 23:19

That certainly doesn't sound like good customer service. You would think that it would go though to a real person to contact you in that sort of situation, to give you a warning first. Especially as you are actually paying for it , as many of us get it free. It doesn't instill much goodwill IMO

surfisup1000

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#1728626 2-Mar-2017 08:03

lazza58:

I had an unbelievable email letting me know that not only had my account been suspended, but that it was going to be cancelled if they couldn't get the CC payment to go through. That's the same card that works perfectly well with every other company I have an AP with and which has worked perfectly well with Lightbox except for this one payment.

In this situation I'd expect notification that the payment hadn't gone through and that they would retry and if I was aware of a problem please get in touch. But this appears to be beyond Lightbox - just suspend and threaten cancel. I'll finish now before my language deteriorates.

Kind of, vodafone disconnected my phone because they were slow to load my CC direct debit.

This was back in the days when they required you to 'post' in the CC direct debit form and also coincided with the time they decided to stop sending out bills.

So, I had sent my CC form, they had not loaded it, i was not receiving bills so had no idea that my first due payment did not go through .

Then vodafone simply terminated my phone subscription.

I since moved on from vodafone but their customer care and billing systems were simply woeful at the time.

xpd

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#1728643 2-Mar-2017 08:20

Seems harsh. Most companies send a couple of notifications to say payment didn't go through, please check into it. Not "PAY OR ELSE" tactics :)

XPD / Gavin

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#1728722 2-Mar-2017 09:42

Yes, my card had changed and I hadn't updated some of my subscribed services. Lightbox just immediately stopped everything when it couldn't charge the old card, pathetic service really. Once I set up the new one I had to wait a day or two before we could watch again.

Didn't lose any service with Netflix doing the same process. Lightbox needs to give a couple days leeway