Would like refund, did not want account auto-renew, can't submit ticket because form does not work.

Pat888Pat888
in General VPN Support
Hello,
When I created the PIA account one year ago I did not choose to have the account auto-renew (I NEVER choose auto renew on ANY online account ever).  I only wanted one year.  The year is up and PIA has charged my credit card for another year without my permission.  I would like a refund.

I have tried to submit a ticket but I cannot because the form does not work for me.  When I try to enter my information all I see are blank characters in all fields except the main body.  So I cannot contact PIA except through this forum.

Any PIA employee (or anyone at all) out there, can you please direct me on how I can contact PIA and talk to them about this situation and get my account cancelled and get a refund.

I would like to add that I am generally happy with the VPN part of PIA but I have been disappointed with the support part of the company.  As a company PIA should take actions to improve the customer support and contact options of the company.

Anyway, I want a refund and need to know how to contact PIA (or have PIA contact me) since the "submit ticket" form does not work for me.

Thanks.

Comments

  • [Deleted User][Deleted User]
    If you could send a ticket to [email protected] ATTN:Colleen and let me know what your ticket number is, I'll be happy to take care of this for you. 
  • FedUpWithPIAFedUpWithPIA
    PIAColleen said:
    If you could send a ticket to [email protected] ATTN:Colleen and let me know what your ticket number is, I'll be happy to take care of this for you. 
    How on earth can we submit a ticket when the form cannot be completed?  The name and email sections refuse to accept text.  While the comments section will accept text, without name or email, the form CANNOT BE SUBMITTED.  Please advise.  All I want to do is cancel.  I've forgotten my password and my email has changed.  Since PIA no longer has any viable support, is this to prevent cancellations from the droves of people leaving you?  I don't want to be charged again for the kludge known as PIA.   
  • [Deleted User][Deleted User]
    @FedUpWithPIA, [email protected] is directed to the support desk, but it's simply an email - no need to complete the web submission form. Please let me know what your ticket number is (you should receive an email with this information after you submit your ticket), and I'll follow up ASAP. 

  • Omnibus_IVOmnibus_IV
    edited June 2018
    I have the same issue about the ticket submission. The form does not visibly echo the content on that line. However, the information is indeed there. It appears that the font is reduced and the color of the font is white. The only field that is visibly echos its content is the description field.

    @PIAColleen, might have someone check out the form. I am using FF 56.0 (32 bit).
  • Pat888Pat888
    Hello,

    PIAColleen, thank you for your response but I do not understand what you mean by letting you know what the ticket number is.  I do not have a ticket number since the form is not usable.  I think this is FedUpWithPIA's point.  Anyway, I will send an email to the address you have posted here and we can figure it out from there.  Thanks again!

    Omnibus_IV, I was suspicious that what I was typing in was actually there in the field but just not visible.  I went back to the form and just typed something in, then carefully (and somewhat blindly since nothing is visible) copy and pasted that into notepad and sure enough it is there.  Thanks for the confirmation on that.

    So ya, PIA, you should definitely figure out why this is.  I am using FF ver. 52.0.  Also, I am 100% certain that I chose to not auto renew my account and so how that option somehow changed in my account from then 'till now is odd.  PIA should be very careful about this.

    I just wanted to say again, I am fairly happy with the VPN part of PIA, just some more effort in the customer support area would help though.

    Thanks again for the responses.

  • Batman_crazyjoeBatman_crazyjoe
    edited June 2018
    Submitted refund request and never received a response. No customer support number to call, and all emails are sent to an old email account that says your email will be forwarded in 24 to 48 hours. No other ways to contact customer support? @PIAColleen are you able to help?
  • Omnibus_IVOmnibus_IV
    edited June 2018
    There are other ways to contact Support.

    But, first, although the form does not echo typed characters it indeed does work. Yes, there is an issue, but the info you typed into the for is there and will be forwarded. The workaround right now is to use a text editor for input, then cut and paste.

    Another method is to use the @ with the name of the support person. It will notify that person that they are mentioned in a thread. An example would be @PIAColleen. How do you know they are support? Most have the PIA before their user name.

    Next, you can click on the username within a thread and the profile of that user will appear. In the upper part of the page is a link to MESSAGES. Click on that and a PM will open to that person. You can then contact that support person.

    Multiple methods are available.
  • Batman_crazyjoeBatman_crazyjoe
    @Omnibus_IV thanks for that info!
  • Omnibus_IVOmnibus_IV
    @Batman_crazyjoe, one is glad to be of service.
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