Two wildly different customer service experiences….it took over an hour to cancel my membership.
So I signed up for Crunchyroll like 10ish days ago. I haven’t really watched anime before but a friend recommended some shows to me. Unfortunately life got busy and I won’t have time to watch for a bit so I decided to cancel my membership and pick it back up when I eventually get the time to sit and watch.
I go to the website to cancel, it won’t let me. I keep getting an error every time I try, and I tried a few times over the course of a few days. Finally I reached out to the chat option on the site. It asked for the last four digits of my card, expiration date, my first name, date of the charge and the amount. Then the chat bot connected me to an agent and what a nightmare. Absolutely no help at all. They connected and asked for a bank screenshot to verify the charge and lookup my account. I wasn’t super comfortable with that but whatever so I sent it. The agent said it wasn’t valid and that I needed to send it again. So I did, same thing not valid, they’re having issues with the screenshot. Over and over again. For whatever reason whenever I would send it the chat kept zooming in on it but I would upload and send the full thing. The agent kept telling me it wasn’t valid, send again. No matter what I said. I asked for help then they told me to send it again. I asked multiple times if there was another way we could look up and verify my account. No help just send it again. Followed with “Are you still there?” over and over if I didn’t respond fast enough. Finally I asked to be transferred to someone else because they clearly weren’t listening to me. They said just so I was aware the next person will probably ask for the same bank screenshots and sent me an email address and told me to contact that to cancel. Super frustrating.
I ended up reaching out the customer service chat again and got someone different this time. I explained the issue with the first person when they asked for the same bank screenshot. They said not to worry, send it and they’ll figure it out. I did send it, the very same screenshot I sent to the first person and they thanked me. Asked for my billing zip code and gave me a full refund and the cancellation I asked me. Less than 5 minutes with this person versus an hour with the other.
I don’t know if I’ll sign up again in the future now.
It was annoying enough that it wouldn’t let me cancel on the website and I had to reach out in the first place. Thankful for the second customer service agent that actually helped me!