Declined Subscription Renewal

[NotYou]

I'm already in talks for the past week with support about this, but I was very curious if anybody else has experienced this and how you resolved it.l?


I bought the 12 month ultimate membership subscription one year ago when there was a 50% discoun, and on December 1st it was supposed to renew. It has been trying to renew, but keeps getting declined. I have contacted support, and they've said that my bank is declining it and I need to give authorisation.

I have contacted my bank free different times and they have told me they are receiving no payment requests from stripchat (I used Paymentico).

Yet SC support keeps telling me the same thing. Now in this situation, who am I going to believe? the bank, Who i've spoken to 3 different times with 3 different people saying the exact same thing, AND I have contacted Visa and they said the exact same thing, no requests are being made. ( And yes, before you ask, I am using the correct card and bank account because I had a look. It was taken out of december 2, 2024).


Today will be the final day that they will try to take a payment and then I'll no longer have the discount applied.


Has anybody else experienced this?And if so, how did it resolve? What more can I do? Currently, it has been escalated but i have been waiting a few days for them to investigate/fix this.

Furthermore, when you get the email to say your payment was declined, it gives you options to pay using different methods. But when you click any of the options in the email, it just takes you to the "buy tokens" page, and there is no option for the ultimate membership. So there is no way for me to change payment method.

 

[NotYou]

3 different times*


( I use voice to text, so it has some stupid mistakes in the above but I hope you understand)

 

[Ich Bin]

I'm already in talks for the past week with support about this, but I was very curious if anybody else has experienced this and how you resolved it.l?


I bought the 12 month ultimate membership subscription one year ago when there was a 50% discoun, and on December 1st it was supposed to renew. It has been trying to renew, but keeps getting declined. I have contacted support, and they've said that my bank is declining it and I need to give authorisation.

I have contacted my bank free different times and they have told me they are receiving no payment requests from stripchat (I used Paymentico).

Yet SC support keeps telling me the same thing. Now in this situation, who am I going to believe? the bank, Who i've spoken to 3 different times with 3 different people saying the exact same thing, AND I have contacted Visa and they said the exact same thing, no requests are being made. ( And yes, before you ask, I am using the correct card and bank account because I had a look. It was taken out of december 2, 2024).


Today will be the final day that they will try to take a payment and then I'll no longer have the discount applied.


Has anybody else experienced this?And if so, how did it resolve? What more can I do? Currently, it has been escalated but i have been waiting a few days for them to investigate/fix this.

Furthermore, when you get the email to say your payment was declined, it gives you options to pay using different methods. But when you click any of the options in the email, it just takes you to the "buy tokens" page, and there is no option for the ultimate membership. So there is no way for me to change payment method.

Please post how this gets resolved.......IF it gets resolved.

 

[Natural9]

Basically SC does not want to give you the 50% off again so they fucking with you most likely.

 

[NotYou]

Basically SC does not want to give you the 50% off again so they fucking with you most likely.

This is honestly the exact thing that I was thinking, and the fact that they're dragging their feet to fix it. I asked if I could cancel it and then try with a different card or with the same card, but still give me the discount? And they said no. So this seems very likely what they're doing.

 

[NotYou]

Okay, so they told me the reason that it keeps getting rejected is because in the past months i've had too many declined payments.

But I still feel like this is pure bull, and here is the reason why (screenshot).

So the 12 month expired, and I bought a 1 month ultimate membership instead.

And hey guess what happened?... The payment went through with the same bank. I got the receipt. The ultimate membership has applied to my account, but then 10 minutes later in my email I received a message saying that my payment was declined. But the kicker is, the money has gone from my account and I still have ultimate membership for 1 month. Oh, and hey, guess what I didn't need to do.. I didn't need to give authorisation.

You see the top two? The second one down is my receipt, and then 10 minutes later, it says that my payment was declined by the bank. so clearly it's nothing to do with my account or my bank. It's on their end and they just won't admit it.




@Stella_SC

 

[NotYou]

Just another tiny update on this.I contacted them and told them about this declining again after I successfully purchased it. And they told me it's because I tried to purchase it multiple times and eventually it worked. Which is a pure lie because I only clicked to purchase it once.I didn't have to authorise it or anything. Just use my saved information and what it went through.


Not sure why these people are lying.These days stripchat support and sc in general used to be very, very good. But trying to pass the blame onto somebody who knows what they're doing is just stupid and shameful.

 

[Natural9]

The people that run SC are probably Israeli's that moved to Cyprus .. they don't give a fuck about anyone or anything.

 

[Vixxen81]

Not trying to pile on but I guess it'll seem that way anyway, but what's it going to take for you guys to give this site up?

 

[Stella_SC]

Hello @NotYou

I want to make sure things stay clear for everyone.
I can’t share your Support details publicly for privacy reasons, but it sounds like you may have a misunderstanding from what they told you about WHY this happened.
If you reach out to Support directly, they can walk you through the full context so everything is accurately represented.

 

[Stella_SC]

Hello @Natural9,

None of the statements you’ve mentioned are accurate. We care deeply about both our users and our models, which is why we remain active in public forums like this one . We’re also proud to have a globally diverse team representing many countries and languages .

 

[NotYou]

There is literally nothing that was said which was misunderstood at all. At first when I wasn't sure how support meant I need to authorise payments, I asked and then spoke with my bank about it all.

Now i had my offer renewal expire, I bought 1 month, and your support are claiming I have renewed it with a different card... but its the same one. It seems like different excuses each time, and each time incorrect.

And the annoying thing now us if you offer this promo again, I won't get it while I have a 1 month subscription.

 

[Ich Bin]

There is literally nothing that was said which was misunderstood at all. At first when I wasn't sure how support meant I need to authorise payments, I asked and then spoke with my bank about it all.

Now i had my offer renewal expire, I bought 1 month, and your support are claiming I have renewed it with a different card... but its the same one. It seems like different excuses each time, and each time incorrect.

And the annoying thing now us if you offer this promo again, I won't get it while I have a 1 month subscription.

The SC representative in their response suggested you reach out to SC Support "directly" so they can "walk you through the full context" but looking back over your post, it appears you were in contact with Support throughout.
(and you were trying to get clear answers all along the way)

 

[NotYou]

The SC representative in their response suggested you reach out to SC Support "directly" so they can "walk you through the full context" but looking back over your post, it appears you were in contact with Support throughout.
(and you were trying to get clear answers all along the way)

Yes, we have had about 40 messages between us (I think they duplicate though so maybe 20 or 30 total).
There is nothing to misunderstand within their messages, I can even show the messages. It's sad that it's going round and round in circles with no solutions and them only blaming me when my bank 3 times said no requests, and visa said no requests.. and now they say I am using a different bank card to buy ultimate membership, which I did not - I can show the statement from December 2nd 2024, and then the new 1 month one I did, both using the same bank card - I have 2 different banks, and the other one DOES send push notifications for everything, payment sent, received, failed, declined, and even that one had NO messages saying declined - and i checked, even despite KNOWING I didn't use it, i wanted to check/cover all bases).


But anyway, trying to get me to contact support when they are the ones making a message of things is ridiculous.

 

[Stella_SC]

Hello @NotYou and @Ich Bin,

Let me explain how the system works, as this will help you understand the internal structure and nature of my responses here:

1. All inquiries related to sensitive issues (payments, payment details, account blocking, etc.) are always handled through support, not through a public forum. This is a basic security measure, as it allows us to understand more easily and quickly who made the official request and what it was about. Even if we (CMs) wanted to, we would never share specific information about payments with anyone via private messages on the forum, as it is unsafe and unnecessary for both us and you.

2. If for some reason (any reason, from a language barrier to a simple misunderstanding) the dialogue with support is unsatisfactory, then the CM can step in to try to understand what exactly went wrong and untangle the misunderstanding. To do this, we may need additional information: from your username on the website to the ticket number in the system.

 

[SCRIPTA]

Regardless of the specifics for this case, why not just provide this repeat customer of yours with a 50% discount subscription; say thank you for your continued patronage, and move on from this? How many billable man-hours (in customer service doing research & back and forth) is this all worth to the company? What about all the possible negative social media fallback from this? Is it all that worth the tiny little 50% discount Stripchat is trying to save. Is SC that hard up for money?

 

[NotYou]

I completely understand all of that, and I don't believe there is any misunderstanding, just you guys trying to blame me and my bank, like I have said.
And then with the final email from support stating they can't give me the discount because the subscription expired AND I used a different card... 1) Yes obviously it expired, despite me asking for help/assistance on this error YOUR end for over 1 week before it expired, and 2) Saying I used a different bank card when I didn't. The entire thing is just very very bad an one of the worst customer service experiences I have ever had.