Haven't Heard From Support - OLD



  • PLEASE READ PRIOR TO POSTING IN THIS THREAD

    We have several different departments that handle different kinds of issues. All billing and product related issues are handled through a different department. I am unable to assist with these issues, and I am equally unable to provide any insight into queue times or to expedite these issues. All I can do is make sure that your issue is still "live" and that it's in the right queue for resolution.

    There are currently a large number of tickets per billing agent in the system. A very long wait time for billing related issues is currently expected. :(


    I can, however, provide assistance for technical support related issues. If you have not heard from Support about your technical issue in more than three days (not counting weekends!), please post here so that we can take a closer look at your issue, and why it has not been addressed.

    Please note– this does not mean that you have an issue that has remained unresolved for more that three days, as we're currently collecting information for resolution of a number of issues. This is just if you have submitted a Support ticket, and have not heard from Support, or sent additional information via e-mail to Support and not received a response from that.

    This is NOT a thread for new issues. If you have not yet submitted a ticket to Support about your issue, please do so. If you have submitted a ticket and it has been less that three business days since you have done so, please be patient and your issue will be addressed by the appropriate person, in the order it was received for that issue.



  • I joined as an elite member in July and enjoyed watching using airplay on my iPad. Then, in October I began having issue with the iPad app not working correctly. The problems were fixed, I thought but I was busy with family stuff and watched only a couple of OVAs before this week. I had no problem with them. Then this last week I couldn't see anything again and sent a ticket to tech support. That was being worked but then I tried to view it through the website and couldn't. The tech person informed me that I was no longer an elite member though she had seen me as one earlier. I don't ever watch anything on my computer so all the problems have added up to 2 or 3 months with no service that I was being charged for. The tech person said she would refer my problem to the billing department for a possible refund. I don't know if that has happened since I got nothing from the robot. Also, I don't know why my elite membership has been cancelled since I live alone and didn't cancel it even though I threatened to do so. I'm reluctant to try again if the problems with the iPad app are still active and don't know if I can take a free trial to find out. I presume the elite membership problem is also a billing issue but, again, I don't know.



  • I put My ticket like 4 days ago ! I only need answer for this, if my prepaid credit card as not money right now but later on I put money on it will funimation take the money become subscribe again or not ? or will have to get new one because I don't know ? because My time limit is to 23 of this month if I do it before then will I be ok ?



  • @KarenAraragi:

    I put My ticket like 4 days ago ! I only need answer for this, if my prepaid credit card as not money right now but later on I put money on it will funimation take the money become subscribe again or not ? or will have to get new one because I don't know ? because My time limit is to 23 of this month if I do it before then will I be ok ?

    I believe Funi charges when you start a subscription, so you'll need to have sufficient funds on the card to pay for the EVS fee.



  • Sorry for the delay in answering these!

    @ladybastet - I believe you should have received mail detailing your situation.

    @KarenAraragi - I'm not 100% sure because I'm not a billing representative, but I would think that you would go through our typical process, which involves us trying your card several times over several days, and informing you if we cannot take payment before cancellation. If your card didn't run by the end of this process, your subscription would expire and you would need to resubscribe. However, provided there were sufficient funds on the card and it was a valid payment method, you would be able to resubscribe with the same card. I am not, however, 100% sure that we allow prepaid cards as a payment method.

    You might want to submit a ticket to "Subscription Billing" with any questions. Their queue is quite long, currently, but they're the only ones who will have definitive answers.



  • I filed my report in the first week of December. I remember you saying that they were behind. Do I need to file another one. I expected a delay but not this long.



  • @gpmachine:

    I filed my report in the first week of December. I remember you saying that they were behind. Do I need to file another one. I expected a delay but not this long.

    I am right there with you. I have been waiting since Dec 10th on mine.

    Still nothing, CJ said I am in the queue but this is ridiculous. I mean if they are that back logged that it takes nearly two months to respond to support tickets, HIRE someone… Even a part time customer service rep to help out two or three days a week,.. something.. It's piss poor customer service like this that drives customers away.

    Oh and CJ not one of the reported shows I submitted a ticket on last month have been fixed, and now the app on both my phone and kindle are only displaying Helsing under the all shows listing. Phunware continuing to prove their worth...



  • I have been trying to cancel my Elite Video subscription for a while now. I had thought I had it cancelled a month or two ago but then I was still billed. So I have tried to cancel again multiple times. It never works and says there was an error. I sent in an email for support about a week ago and have not heard anything. This is extremely upsetting. I don't want to be forced to pay for this just because no one will respond to me. I understand there may be a lot of people to get through but I can't pay for this anymore. And frankly, it seems really shady that I can't cancel my subscription. Is there a way to delete my account? Would that stop my subscription? I want out.



  • rgibbon89, you could try to contact your credit card company directly and inform them that a company will not allow you to cancel your re-payments. Sometimes they will be able to block the charge.



  • Hello CJ. I have recently sent in both an issue with billing and subscription access. The problem I am having is that I cannot use the subscription code anymore after my account was suddenly canceled and I am really missing out on my anime :( I have also been billed for a subscription that should have cancelled along time ago. It seems that when I have submitted the issue to billing about a week ago, I have still not heard a response. I don't really mind waiting for a long time to fix my account being charged, but I would really like to use my code and get back to watching evs exclusive anime asap. I would just like to know if there is a faster fix to getting my code working rather than just fixing the billing issue.



  • @Silverteen20:

    Hello CJ. I have recently sent in both an issue with billing and subscription access. The problem I am having is that I cannot use the subscription code anymore after my account was suddenly canceled and I am really missing out on my anime :( I have also been billed for a subscription that should have cancelled along time ago. It seems that when I have submitted the issue to billing about a week ago, I have still not heard a response. I don't really mind waiting for a long time to fix my account being charged, but I would really like to use my code and get back to watching evs exclusive anime asap. I would just like to know if there is a faster fix to getting my code working rather than just fixing the billing issue.

    The same thing happened to me, they were able to get my EVS stuff back up in about two days, but I'm still getting charged every month. I've asked why I'm still being charged despite having to cancel my subscription to get the gift subscription thing to start working but all I get is "I don't know why that's happening" or "Put in a ticket with billing but they are backed so it will take a while.". While I wait for a response I continue to get charged.



  • @gpmachine - due to some circumstances surrounding your ticket, I am investigating the matter further and will let you know what I find. Your ticket is still properly in queue, however.

    @Porpoise Hork - I believe you've received an e-mail response to the episode issues at this point. :) Your other tickets are properly in queue to be handled by our billing department.

    @rgibbon89 - It looks like your ticket is in the queue properly. Based on some other things I can see about your account, I believe that you are currently cancelled and are seeing the end of your EVS time. Our billing agents will be able to further confirm or otherwise assist you, however.



  • @Silverteen20 - the issue you are experiencing can only be corrected by billing. I do see that your ticket is in the correct queue and it looks like you've provided the right information. For your specific issue, if you'd like to PM me your code, I can attempt to resolve this issue. However, if the method I have doesn't work, you'll have to wait for billing.

    @Maxwell2112 - There's not much of a queue for incoming tech support issues at this point (though some issues are still much longer than others, depending on the issue) so if it's something that can be resolved by a tech support member, we usually can fix you up pretty quick. However, for security reasons, there's a lot our tech support agents can't do as far as billing things are concerned. This is for our users security and protection– however, it does mean that there's not a lot we can do to help out users with issues that need to go to other departments, including providing detailed information on what's going on in a billing related situation. :(

    I've done what I can to notate your issue and I see your ticket is still in our billing department's queue for resolution.



  • Cj, It seems that I cannot send a private message to you via Funimation as the email function of the website isn't working for me, but if you provided a email address I could send the code to, I would be able to provide it via gmail.



  • @Silverteen20 - seems like that was actually a forum bug that has now been corrected and you should be able to send PMs again. :) You can also send an e-mail to funsite-tech@funimation.com,



  • I sent you a pm yesterday CJ and wanted to know if you had received it.



  • @Silverteen20 - You have mail! If you are noticing anything odd about your access prior to reading that e-mail, please read the e-mail for more details. ;)

    If you have any trouble receiving the e-mail, please make a ticket with the reason code "Subscription Access".



  • Still have not heard from anyone it is getting a bit annoying.



  • @Dr.Jones104:

    Still have not heard from anyone it is getting a bit annoying.

    If your support ticket is with billing, be prepared to wait a loooooooooooooooooooooooooong time as Funimation is apparently completely incapable of hiring more staff or cross training to help reduce the workload of this department.



  • @Dr.Jones104 - I still show your ticket in queue for resolution, however, it also appears you are a subscriber, currently. I am unsure if this means your issue was corrected and you were able to apply your code or not.

    However, if your issue has not been resolved or addressed, please be advised that you cannot add a gift subscription code to an account that has any remaining days of EVS service, either from a previous gift subscription or a previous subscription. You have to wait until your current days expire to "add" more days to your account.

    If this does not address the issue you are having, you will need to wait for billing's response.



  • I submitted a ticket on 1/17/2014

    I purchased a year long Elite Video Subscription during the Black Friday sale when it was 50% off. Once I received my code I tried to add it to my account and got an error message a long the lines of “Your already a subscriber.” So I canceled my membership around the beginning of December, with the intent of using the code after my membership ended. For some reason my cancellation didn't happen. So I proceeded to try the cancellation process again, and this time my subscription was canceled and it ended on 1/14/2014.

    Soon after it expired I tired to use my 12 month code and I get the following error “Invalid entity reference key 222739. ” When ever I try to watch an “Elite” video on the site I get a “Your not a Elite subscriber” message.

    Note I bought the 12 month sub using guest checkout (I was at work at the time). I have my order number for the purchase and code that was given to me. But I don't want to post them on a public forum obviously.


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