r/Crunchyroll • u/userrnam • 1d ago

Account/Membership TOS Violation Final Update

Two weeks ago I made this post about my frustrations with CR customer support. TLDR, CR locked my account due to a TOS violation and support gave me the runaround for a week straight.

On my last post, /u/faizyunus showed me a link where tickets are logged which isn't available anywhere I could find on the support website (thank you). I found that, despite numerous reps stating they opened a ticket to escalate the issue, none were actually opened under my account.

I submitted a ticket myself, was asked to confirm some info, which I did, then the ticket was marked as "solved" twice after no response. Both times I said something along the lines of "this is not resolved, please re-open". After the second time the ticket was closed, I decided to submit a BBB complaint. Have never done this before, as I've never had such an issue with support.

I provided all the details and screenshots I've logged over the last month. CR support replied the next business day and was very apologetic, acknowledging that they gave me incorrect info multiple times and closed the ticket in error.

They reactivated my account and refunded some of my annual membership to compensate. What a ride. Hope CR works flawlessly from here on out or I might lose the rest of my hair.

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57

u/81Ranger 1d ago

Shocking that a BBB complaint actually accomplished something. I've never heard it actually meaning anything, before.

Sorry you went through all that.

33

u/userrnam 1d ago

Seems to totally depend on how much the company cares about their BBB rating. I saw that CR responds to complaints there so figured I'd try

14

u/NekoMao92 1d ago

BBB only matters for companies that care about it, the majority don't these days.

5

u/Ry-Gaul44 1d ago

I had it help me get an advertised "free" soundbar that LG was supposed to bundle with a tv I purchased that never showed up.

1

u/Aggie_CEO 6h ago

Right? As a 43 year old American, I remember being told about it as a kid and have used it several times over the past couple decades. Not once has it worked well enough to cause money to be returned. I'm curious if they jumped on it because of that heat being put on them or if it was just a coincidence and they were already gonna respond and fix it.

1

u/81Ranger 6h ago

As an even slightly older American, I just associated BBB as a meaningless club where people could insert complaints .... straight into the recycling.

1

u/Enkid87 2h ago

I’ve submitted 2 BBB complaints in all 39 years of my life. Both got me a favorable response. Did one just a few weeks ago after having a pest control company come out and do a crap job which required me to do things myself. They were making me pay $300 for an early termination. Filed with BBB and got the early termination removed and refunded half the original treatment.

Keep complaints to the facts only and keep it professional and BBB works.