Hi Firewalker27,

I agree--that's not an acceptable response. I just forwarded your post to Digital River and will stay on this until it's resolved!

Hello from Spain.

I'm really tired about getting no solving response from any of the customer services e-mails. Even I've called via phone... oh, and CS gave me a wrong phone number, from Mattel, not Matty, then I had to call twice, and the cost was twice. This is awesome.

PLEASE HELP:

I need to know what the **** happens with my Club Eternia 2011 order 9020278317. The credit card was denied, then I updated it but I don't know if Digital River will be trying to charge again or they are waiting for a bank transfer... oh yes, I got an e-mail asking for a bank transfer, that's really awesome. I can't do a bank transfer!!! PLease just try to use the new Payment method!!! that's easy!!! Oh and please, comunicate every news about my order 9020278317, please don't let me alone since you did not can to charge the first time! I want my Subscription!!!!

Oh my God, I'm tired.

Hey, Kunanuk!

I just responded to your other post, and I've escalated with CS. Keep me posted, and so sorry about this! I'll stay on this until it's resolved!

MC Jodie

Hi again. Please read this last e-mail received from CS:

Thank you for contacting the MattyCollector.com online store.

My name is Chad, and I am a supervisor with the MattyCollector online
store. We apologize for any inconvenience this issue may have caused.
Unfortunately, we are unable to update the credit card for your January
figure. If you have updated the default card on your account, this will
ensure that any renewals orders are billed to that Visa card instead. We
have already authorized the charge for your January figure on the Master
Card that was originally entered on this order, and we have no option to
change the credit card on an order that has already been submitted
online.

If this card has been cancelled, the payment authorization at the time
of shipment will fail. In this case, two additional attempts will be
made to charge your account. These additional attempts may attempt on
the default Visa card rather than the Master Card. However, if they do
not and your subscription is cancelled, please contact our team at
+1-952-392-2973 so we can assist in reinstating the subscription. We
will work with you to ensure that you do not miss out on any figures
from your subscription and confirm that future renewals on the
subscription are completed without incident.

Sincerely,
Chad H.
MattyCollector.com online store
Customer Service
mattycollector.cs@digitalriver.com
Email ID: 17512245

And this is what I've answered:


Ok Chad, thank you. However, I will still anxious for all this trouble until it's definitively solved... and that will not happen so easily, according to your words.
By now, I still don't know if my Vikor figure will arrive me like the rest of customers... and that is no good. You should assure by every way that I'll get my figure on its release date, that's why I paid $20 for my subscription. I've changed my cerdit card, ok? that's very usual when buying online, you should know it.
What I find really an offense is that I have to call again (third time) to an international phone number from Spain, just to claim a subscription that is already mine! Don't you see? I will lost much more time and money with this that any other customer?
This is really awesome. And what I expect to read is "ok, don't worry anymore, your figure will arrive you, and your subscription is running". Really don't you have any way to solve this inmediately? I cant' believe it!
Ok, what I would like at this time is to cancel subscription, and go every month for my figure... but subscriptions can't be cancelled, instead of that, I have to pay the shipment and do not accept delivey. Come on, that's ridiculous.
But don't worry, I still want my beloved subscritpion.

Look Chad, what you have told me is just an automatic procedure used by Mattycollector. If you are the supervisor, and the company is running by persons, you should solve this.

Now tell me Chad:

1. How many of the three attempts to the old Master Card have been done until today?
2. What's the system that will go to the updated and default card on second and third attempt? Will you supervise it? or it's a robot?
3. Really, have you been charging cards for this january figure already?
4. Have I to buy my figures twice on january 18th?
5. Can I go to sleep calmly?

Thanks again Chad, I'm sure you will do well your job and will solve this, without having to wait for every failure.

Hi
As usual,Just minutes ago,I got the message
"Payment Authorization Failed" when I processing the order.
I really don't know what happened? It happened pass few months and now again! My subscription has just renew few days ago,it means my credit card is no problem. And even I create a new account to order,it has same error message and does not processing my order ! It's a big problem but you guys never face this problem!!! Can you fix it and let me
process my order! I really don't want to lost those item !