account canceled?

My trial just ran out. I cannot get int0 my account it says unable to process credit card? It processed it yesterday fine to buy lindens? There is definately plenty of money there. I tried other cards same response, I set up a Paypal account and it worked fine, still no luck getting account re-opened? help!

Hi, pleae help if anyone knows the answer. I contacted the credit card company and they said everything was fine on my end, but Linden labs had charge a dollar to the account for every attempt to verify. ( I tried a few times) those charges went through fine, yet I still get CC error message? They said everything was fine with them, it had to be Linden. Anyone have any ideas?

Send mail to [email]billing@secondlife.com[/email] now and start calling them at 9am San Francisco business time on a weekday. Write down all your calls, when you made them, who you spoke to and what the answer was. Continue calling (perhaps hourly, I'm not recommending you harrass them) until your login is enabled.

Please note that tomorrow (Monday 20-Feb-06) may is a semi-observed national holiday in the US and some businesses are closed; I expect LL will likely be.

If desperate, create a new "basic" account to hold you over for the next couple of days. This will cost you US$10 and you'll have no access to your inventory or L$ but you can contact your friends if you know their in-game names.

To their credit, LL attends (so far as I've heard) to billing issues much more quickly than other issues, when they are in the office, that is.

Why wouldn't they just treat you as a Basic after the trial ran out?

I just ran into the same problem. Tried two different cards, both give me an 'error processing your request', and now I'm locked out of my account. Unless something happens, there goes my nice weekend in-world.

Anyone know anything more beyond wait till Tuesday?

Hi,

I happened upon your posts and took care of both accounts noted. Since this is a billing issue and not a technical issue I could have easily missed the post. Both will rebill tonight. If you have further questions on this please, as noted, email [email]billing@secondlife.com[/email]

The best place to report billing issues is to [email]billing@secondlife.com[/email]
It is also true that Linden Lab offices will be observing the Feb 20th holiday.

-Jill

Is this a trick question?

Ummm, because the billing software assumes that it is better to cut off a customer in (presumably) good standing due to LL's failure to automatically consummate the renewal on a weekend than to let it slide a couple of days until a human could review it? Or possibly just because they like gratuitously pissing off paying customers? Just guessin...

If LL were vaguely more customer oriented, they have their billing software genrate exception reports to be reviewed by a human who could then manually verify that it was not LL's error and then cut them off.

Imagine going to Wal*Mart to buy World of Warcraft® and when the credit card reader failed to read the stripe on your card the first time, store security foricbly ejected you from the store and said "Why don't you send mail to the manager to see if we'll let you return to buy our merchandise? You might hear back in a few days". I wonder why that doesn't happen more often. There are lots of merchants in the world, but most don't treat repeat customers so rudely upon their error. Linden Lab probably knows something that other service merchants don't.

It was all groovy that Jill flagged their accounts for automated failure again tonight. I'm almost positive it isn't her fault that she couldn't just re-enable the accounts pending review by the billing squirrel, but rather a continuation of their well-established "let us give our staff no power - no matter how trivial - to make decisions toward the corporate good" operational policy.

If I were the original poster, I'd be justifiably pissed. For that matter, if I was the lackey who posted in this thread, I'd probably also feel the same.

You know, looking at the join date of the original poster it seems to me that the person's trial account ran out sometime last year maybe, you know before the free accounts were set up. Also looks to me that someone took care of the problem on a weekend when they didn't have to for people who didn't follow the simple instructions of contacting billing directly who instead posted to a technical problems thread. I think someone needs to cut down on their caffene...

I recently had an incident where my tier was raised because I purchased a block of land to donate to my group. Of this block, I already owned 602 meters. Because of the way Linden’s bills tiers I was charged twice for the same 602 meters of land. This caused my tier to jump to $25 a month, rather than the expected $15.

I emailed billing, while it didn’t happen on the first email; eventually Jill Linden helped me get everything straight. She lowered my tier and refunded the $10.00 to me.

I see a lot of people pointing out the times Linden Labs may have failed. I would like to point out a time where, when told of the problem, they corrected the problem. As Jill’s tag says, Linden’s are people too. They may not be perfect, but they do tend to try to do the right thing.


Jen

Would you kindly show me where the problem was "taken care of"? All I see is:which is quite different than "The accounts have been reactivated". Also, if you are feeling particularly condescending and pedantic, please show me where Linden Lab says that they will not be open for business on Monday. Furthermore, kindly show me where it says:Finally, please take the time to re-read the posting that you so ill-read the first time and note that I was critical of LL policy and was in fact supportive of the employee who "didn't have to".

And hey, if you want to take jabs at me there are plenty of more valid things to attack than my putative "overreaction" toward dipshit LL customer policy. Like maybe my ostensible overreaction to LL fanboys who take ill-founded potshots at people who are critical of LL policy, for instance.

From a Second Life Answer Post:I'm pleased to see that the tradition of "blame the (l)user" is alive and well at LL with a new trick added "I'll insinuate that the original poster is a) lying or b) is in arrears with their credit card company, whilst hiding behind the "privacy of our customer" diversion. That's a neat trick!

Yep, Jill, Lindens are People, but Linden Lab purports to be a customer service firm. If LL held out that "we're just some folks in a garage somewhere" this would be a lot more palatable. And I know I said I'd stop ragging on y'all for the same old crap, but you just keep giving me new material.

It was good to see that someone changed the MOTD to show that LL is closed today. To the extent that I brought it to your attention that no one bothered to announce it anywhere: hey anytime I can be of service...

sorry pls disregard posted by accident

Thought I was the only one that made this mistake, hehehe. Mine jumped from 1 region to 1 1/2 regions though.

Jill Linden also got it fixed straight away. In other words, she was fixing mistakes caused by the user, me.

Only time we had a problem with payments was when our credit card company was doing their part in guarding our account.

When we contacted our card company about why the card wasn't going through, they said it wasn't allowing out of the country transactions till we were contacted. Out of country? LOL, They told us a Pharmacy in Great Britain called Linden Labs was trying to access our card.

We were assured this wasn't the case by Linden Lab....seems funny though, can't imagine a CC company making that up.....

*but back on subject*

I am sure that Jill takes care of a ton of user mistakes, and with the current updates and changes she is probably swamped.

Thanks Jill

Regarding LL's customer service issues:

I think the problem is with management as much as anything. Most Lindens are helpful, most Lindens do their best to sort out problems. Though a few are less than helpful.

The real problem is that LL management seems completely unable to understand the concept of putting systems in place to:

a) prevent issues arising

b) handle those issues that arise in spite of a) above, quickly and efficiently

Because management are unwilling, or unable to put systems in place to handle routine problems, staff are spending a lot of time 'firefighting'. This is probably the least efficient way of running a business. It also gives the impression that either the company doesn't care, or is highly unprofessional.

LL needs to hire some management with a proven track record in customer service, as it's quite obvious the existing management simply isn't up to the job.

Err, "treat you as a Basic" means to me "you can play, you get no tier and a smaller stipend" not "you're locked out of your account".

I've probably got my ponytail pulled too tight or something, because there's something I'm missing here...

ooo just seen my bank account....


Point Of Sale Withdrawal LINDEN LAB BERKSHIRE GB

Interesting

Hi Sinzy

If You go to the website, on the right hand side lower part..you will see phone numbers. phone them..they will straighten it out for you over the phone. They are very good that way. Sometimes the website gets clitches , so this is the best way to resolve the problem quickly.

Hope that helps.