HELP! The website is not recognizing my subscription payment!

fanzhiyuan

November 08, 2011, 04:51 PM posted in General Discussion

Yikes!

I haven't had access to Chinesepod lessons for about a week now. The website is blocking lesson content because it says I haven't yet made a payment. According to the website, the last payment was made 10/03/11, although there was clearly a $29 Premium monthly subscription withdrawal made from my checking account on the 4th of November (according to my online bank statement).

I'm very upset because 1.) I'm losing out on my learning by not being able to practice Chinese via your wonderful lessons, 2.) You've taken my money and not provided me any service, 3.) I haven't been able to reach a single service representative to rectify the situation after several calls over 2 days to your USA toll free number (It takes me directly to voice-mail on which I left an un-returned message), and 4.) My attempt to contact you through your "contact@chinesepod.com" failed, because that address automatically generated a failed Delivery Status Notification.

Please help! I can't wait to resume my studies, and I hope I will be granted an extension to my subscription equal to the amount of days I've been denied access after having made a payment.

Thank you.

fanzhiyuan

jcheinbockel

November 09, 2011, 03:40 AM

Hi Timothy,

I'm sorry for a delay getting back to you. I tried calling earlier this morning but go no response. Because we're based in Shanghai, it's not always possible to return phonecalls immediately. I'm also curious as to where you found that email address. For future reference, our support email is "support@chinesepod.com".

There was an error processing your most recent payment- essentially the lines of communication between our credit card processor and our customer database got crossed. We apologize for the error and are sorry we weren't able to catch it earlier.

I have extended your account, giving you the month's access starting today. Please log out of ChinesePod and log back in to ensure the changes register.

Again, we're very sorry about the inconvenience.

If you have any further questions or comments, please email me at support@chinesepod.com

Best,