I purchased a skype United States unlimited subscription and today found that the account is blocked, here's my chat conversation with skype personal. System Thank you for contacting Skype Customer Support! 10:53:16 PM System Kathryn Camille V. has joined this session! 10:53:16 PM System Connected with Kathryn Camille V. 10:53:21 PM Kathryn Camille V. Hello! Welcome to Skype Live Support! My name is Kathryn. How may I help you? 10:54:04 PM imdeepaksah what's going on...why i am receiving this...You are currently restricted from purchasing services or redeeming vouchers. Please contact Customer Support to review your account status. 10:54:56 PM Kathryn Camille V. I'm sorry to hear that your account has been restricted. Let me see what I can do with this. 10:55:01 PM Kathryn Camille V. But before we proceed, may I have your Skype Name and first name so I could address you properly? 10:55:22 PM imdeepaksah skype name: imdeepaksah 10:55:29 PM imdeepaksah first name: Munendra 10:56:01 PM Kathryn Camille V. Thank you, Munendra. May I have 2-3 minutes to check on your account please? 10:56:07 PM imdeepaksah ok 10:57:51 PM Kathryn Camille V. Thanks. Please stay on the line. 10:58:02 PM imdeepaksah sure 11:03:06 PM Kathryn Camille V. Thank you for waiting. We understand your concern regarding your Skype account status. Unfortunately, your account must remain suspended as we have identified a violation of our Terms of Use within your account. 11:03:11 PM Kathryn Camille V. To learn more about the Skype Terms of Use, follow the link below: www.skype.com/tou/ 11:03:20 PM imdeepaksah what violation? 11:03:58 PM imdeepaksah i haven't violated any terms.. 11:05:21 PM Kathryn Camille V. We really apologize that we cannot provide you with further explanation as to why your account has been suspended. 11:05:26 PM Kathryn Camille V. The extent of information our system provides with us is restricted. 11:06:21 PM imdeepaksah so do one thing please cancel and refund my subscription because i don't want to use your service anymore 11:06:36 PM Kathryn Camille V. For the time being, your account must remain suspended until further notice while we continue to investigate. 11:06:58 PM imdeepaksah and when that investigation will finish? 11:08:31 PM Kathryn Camille V. Since the account is currently restricted. We're unable to make any changes to it. 11:08:36 PM Kathryn Camille V. I'm sorry, but since investigations differ for each account, I'm unable to say an exact time frame. 11:09:25 PM Kathryn Camille V. For now, please wait for further notice since it was flagged for investigation. 11:10:05 PM imdeepaksah well u can't activate my account, u can't refund my money, u can't say when investigation will finish and u don't have a proper reason why my account is blocked...................is this all funny? 11:11:13 PM Kathryn Camille V. The account blocking process is usually an automated process and is initiated when it detects certain abnormalities in customer accounts. It is in place to protect our customers’ security, which we take very seriously. 11:11:31 PM Kathryn Camille V. We apologize for the inconvenience and appreciate your understanding. 11:11:47 PM Kathryn Camille V. Sorry that I couldn't help you, but do you have any other concerns besides this? 11:12:15 PM imdeepaksah Just tell me whom i should contact for getting my account released? 11:13:26 PM Kathryn Camille V. We understand how you wanted to resolve your issue as much as we do for you, however, we are really unable to lift the restriction of your account at this moment. 11:13:57 PM Kathryn Camille V. Please wait for further notice once our specialists have finished the investigation. 11:15:25 PM imdeepaksah this is just a way of stealing my money.....i will just go and ask my bank to refund my money 11:15:26 PM Kathryn Camille V. I'm sorry that I wasn't able to solve the problem today. If there's nothing else I can assist you with then I wish you a good day! Please click Exit link at the top once you are ready. 11:16:01 PM Kathryn Camille V. I understand, Munendra. That would be up to you.
I understand your frustration regarding the issue. You mentioned that you did not violate their TOS, then it might be due to you not passing their fraud check. Just give it sometime for the review and your account would be un-suspended since the customer support staffs cant give do anything about the situation too. Alternatively, you can also choose to seek help from your bank.
I really don't think that skype is willing to steal your money but I believe you were given the wrong person for support and chat. So, maybe you should wait a bit and while you're waiting, contact them daily and ask about your account. I mean, do this if your bank doesn't return you the money.
The support kinda sucks for Skype to be honest. I love the service, but elevating an issue can be a huge pain in the ass. Maybe ask your creditor to refund your money, and just start a new account? I would open a ticket though, asking SPECIFICALLY for an elevated response, or you will goto your bank and ask for a refund. See how they handle it; if they are UNABLE to elevate the issue and get it resolved within 24 hours, then just say screw it and open a new account.
Skype is good, I've used it several times. Yes, their support might suck at times. But once you are done with these issues, you'll enjoy an unmatched experience. Frankly, when it comes to VOIP, skype is a good option.
I hate how jolly they are sometimes, especially when it's a serious issue. 'Thank you for your co-operation' really irritates me too. 'NO, I DONT WANT TO CO-OPERATE!' I'd just wait for a few days to see if they un-suspend your account, which they should do. I hope you get it sorted soon.
I have some experience in providing customer support actually and here is what I can say on this: 1) Fraud checks are done automatically, lvl1 supporters do not know the reasons as they have no access to it. 2) Any billing actions are impossible while account is suspended, that is true for any company. 3) If order is frauded, refund should be issued at once. It may take up to 10 business days till the funds appear on your banking account. 4) She was polite and tried to be helpful, but she really could not do anything for you 5) Payment transaction can be voided only during the same business day, so it is less likely to receive refund from your bank now. However, you never know until you try. The last one - please tell a 6-years long Skype user what should you pay for? I chat and have video conversations for free, it can send and receive all kinds of files... I cannot even imagine what else could I expect from Skype. Maybe I am missing something important?