So, I've been pretty happy with Astrill for 2.5 years now. Never had complaints until recently when I made the mistake of creating a second account instead of making my current account a family account. I immediately made the correction and sent an e-mail to the billing department of Astrill telling them that the second account wasn't needed and that a refund to the paypal account would be appreciated. Without notice they took this $39.95 and added it to my main account, which I assume they noticed due to same paypal e-mail because I never told them what my main account was. This is sort-of fine, but I don't like that they didn't ask and I usually buy 12 months at a time due to it being cheaper... so I asked again for my refund, a few days go by, so I file a claim on paypal for this ONE payment of $39.99.
BOOM... Account Suspended... WTF? I paid for this in May, it isn't under dispute... I have since sent 2 e-mails directly to the billing department and two messages from paypal one dispute and one escalated to a claim.
Here is a chat log from their online chat.
Topic: Why is my account still suspended
A representative will be connected, please be patient.
Eddy enters the chatroom.
Eddy 8:15:52 PM
Hello Stephen, my name is Eddy, how may I help you?
May I please have your email address you used to sign up with us?
Stephen 8:16:05 PM
Hi Eddy, I think I talked to you yesterday
gi******n@gmail.com
Eddy 8:17:46 PM
Thank you, based on your account's status, it's been closed due to Paypal dispute.
You can write in this regard at: billing@astrill.com
Stephen 8:18:08 PM
I did
twice, with no response in a few days
Eddy 8:18:21 PM
Our billing department will look into this and get back to you with a solution via email asap.
Stephen 8:18:28 PM
no, they won't
I've send them two e-mails, plus the paypal dispute message over the last 3 days... no response at all
As you can probably see on your account history. The dispute is about $39.99 that wasn't even used for this account. This account has a family plan for a good part of three months left, and service paid for until sometime in May
It makes no sense to suspend this account when it is irrelevant to the claim and the service I've paid for on this account is not under dispute
Eddy 8:24:31 PM
I just checked and found your ticket has already been assigned to the billing department.
Stephen 8:25:37 PM
And yet, still no response from said department... and it still remains that the dispute is irrelevant to this account and service that has been paid for long ago
Eddy 8:25:37 PM
The maximum time frame for the billing to respond a ticket is 72 hours but usually it is faster.
Please be patient and wait for the response.
Stephen 8:26:52 PM
I've been patient, all week. But my work and online education requires I have access to a VPN. I am aggravated because the service that has been suspended is irrelevant, other than being from the same paypal account
If you buy a computer from Best Buy, then 7 months later have an issue with a camera you purchased and would like to return it. They DO NOT take away your computer without explanation.
Does this practice make sense to you?
Eddy 8:30:31 PM
We apologize for all this inconvenience and the delayed response. I have sent them a reminder and you will be responded during this day for sure.
Stephen 8:30:40 PM
I know and understand that this is not your fault, but I do believe you have the ability to escalate it. And I believe that the practice is fundamentally wrong and shouldn't have ever come to this anyway. Use whatever ability you have to get the point across to the incompetent folk at the billing department.
Thanks, we'll see if that happens or not.
Eddy 8:32:26 PM
Thank you for your understanding and patience.
Is there anything else I may assist you with?
Stephen 8:33:17 PM
If you're in the same office or have the ability to go anywhere near the people in charge of this stupid account suspending... you can kick them in the testicles for me
That would be greatly appreciated
Eddy 8:34:31 PM
Should you have any other questions or concerns please feel free to contact us back at any time.
Thank you for choosing Astrill. Have a nice day ahead!
Cliffs: I'm stupid, ask for refund. Astrill suspends account from unrelated dispute. I'm angry then I cry to Anandtech forums
BOOM... Account Suspended... WTF? I paid for this in May, it isn't under dispute... I have since sent 2 e-mails directly to the billing department and two messages from paypal one dispute and one escalated to a claim.
Here is a chat log from their online chat.
Topic: Why is my account still suspended
A representative will be connected, please be patient.
Eddy enters the chatroom.
Eddy 8:15:52 PM
Hello Stephen, my name is Eddy, how may I help you?
May I please have your email address you used to sign up with us?
Stephen 8:16:05 PM
Hi Eddy, I think I talked to you yesterday
gi******n@gmail.com
Eddy 8:17:46 PM
Thank you, based on your account's status, it's been closed due to Paypal dispute.
You can write in this regard at: billing@astrill.com
Stephen 8:18:08 PM
I did
twice, with no response in a few days
Eddy 8:18:21 PM
Our billing department will look into this and get back to you with a solution via email asap.
Stephen 8:18:28 PM
no, they won't
I've send them two e-mails, plus the paypal dispute message over the last 3 days... no response at all
As you can probably see on your account history. The dispute is about $39.99 that wasn't even used for this account. This account has a family plan for a good part of three months left, and service paid for until sometime in May
It makes no sense to suspend this account when it is irrelevant to the claim and the service I've paid for on this account is not under dispute
Eddy 8:24:31 PM
I just checked and found your ticket has already been assigned to the billing department.
Stephen 8:25:37 PM
And yet, still no response from said department... and it still remains that the dispute is irrelevant to this account and service that has been paid for long ago
Eddy 8:25:37 PM
The maximum time frame for the billing to respond a ticket is 72 hours but usually it is faster.
Please be patient and wait for the response.
Stephen 8:26:52 PM
I've been patient, all week. But my work and online education requires I have access to a VPN. I am aggravated because the service that has been suspended is irrelevant, other than being from the same paypal account
If you buy a computer from Best Buy, then 7 months later have an issue with a camera you purchased and would like to return it. They DO NOT take away your computer without explanation.
Does this practice make sense to you?
Eddy 8:30:31 PM
We apologize for all this inconvenience and the delayed response. I have sent them a reminder and you will be responded during this day for sure.
Stephen 8:30:40 PM
I know and understand that this is not your fault, but I do believe you have the ability to escalate it. And I believe that the practice is fundamentally wrong and shouldn't have ever come to this anyway. Use whatever ability you have to get the point across to the incompetent folk at the billing department.
Thanks, we'll see if that happens or not.
Eddy 8:32:26 PM
Thank you for your understanding and patience.
Is there anything else I may assist you with?
Stephen 8:33:17 PM
If you're in the same office or have the ability to go anywhere near the people in charge of this stupid account suspending... you can kick them in the testicles for me
That would be greatly appreciated
Eddy 8:34:31 PM
Should you have any other questions or concerns please feel free to contact us back at any time.
Thank you for choosing Astrill. Have a nice day ahead!
Cliffs: I'm stupid, ask for refund. Astrill suspends account from unrelated dispute. I'm angry then I cry to Anandtech forums
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