Koptalk’s customer treatment is not what they make it out to be

One of the things Dunk wants his members to think is special about KopTalk is that they care more for their members than other sites. On their signup page it says: Once a V.I.P. member we become your very own Liverpool F.C. P.A. You can call or text us night or day if you need an update! Stuck on the tube or in the car? Text us and we’ll find out what you need to know. As a member you become a part of a very special family.

On several occasions Dunk has said that they will do what they can to help out their members. This is an example taken from an email Dunk sent to a member who had come across this blog and contacted Dunk to find out what was going on:

When things go wrong we try to put things right and we bend over
backwards to help people
when we need to. Many people come to us
saying they can’t renew because they are broke, but what the haters
don’t see is the emails I send out saying “Don’t worry, stay with us
and if things pick up, sort your subs out then“. We don’t just kick
someone away.

Well. Let’s take a look at what really happens when someone actually needs their help.

A member, choppie, who lost his job, and so did his wife, discovered that the koptalk subscription had been taken from his paypal account at a time when he was unable to stop the auto renewal. He thought it would be an easy task to get the much needed money back from koptalk, but to his surprise it wasn’t as easy as Dunk had made it out to be.

His first contact with Dunk about this was almost a month ago:

From: Henry ***
Date: 25 March 2010 23:55
Subject: Fwd: Receipt for your Subscription Payment
To: support@koptalk.coN

Hi There

Can I please ask for a refund to this payment I made to you? I have decided to not continue with this subscription but I have not made it in time to cancel this subscription in Paypal and it has charged me accordingly. I have been with koptalk for years but due to my financial difficulties this has become a luxury for me and I can no longer afford it. Thanks.

Regards

Henry

———————————————————————

On 31 March 2010 05:47, KOPTALK.CON wrote:

Hello Henry

Thanks for your message.

1. In the renewal email that was sent to you by Lucy it says you must cancel with PayPal if you choose not to renew because of this very reason. Also, when you sign-up, PayPal state the terms of their subscription and that it will auto-renew. You must have missed this. But it is there. We know that some people miss this which is why we warn people in advance. If people miss this when they sign up and don’t read the renewal notification email before billing, we can’t really be blamed for that. It’s not hidden and we do cancel people if they request cancellation in advance. We’re not here to make life difficult for anyone.

2. Did you still want to be a member? It isn’t about squeezing money out of people. We do our best to help our members so if we can offer you a discount to help it’s not a problem. If not, you should contact PayPal and advise them that you forgot to cancel your membership.

If you have any problems please do not hesitate to contact us.

Thanks

Duncan

Ticket Details
===================
Ticket ID: ***-843696

Department: KopTalk Membership
Priority: Critical
Status: Open

Instead of just issuing a refund, which would have been the easiest option, Dunk came back to him almost a week later with excuses, blaming the member and paypal and anyone but themselves. He also offered a discount to try to make the member stay, despite the fact he has clearly said he doesn’t want to stay and that he has financial difficulties. No offer to delay the sub like Dunk mentioned in the email above.

Choppie replies and explains the situation, and that he can’t afford to pay for the koptalk membership at this time.

From: Henry ***
Date: 31 March 2010 07:33
Subject: Re: [SUPPORT #***-843696]: Membership Renewal
To: support@koptalk.coN

Hello Dunk

It’s not that I didn’t receive Lucy’s email regarding the renewal or that I didn’t know I had to cancel it through Paypal. But as stated on my email to you on the 26th of March, I simply didn’t have access to a computer in the days leading up to it to enable me to cancel the subscription (my dad logs on to Koptalk these days rather than me but he doesn’t have access to my emails).

I simply CANNOT afford to be a member or pay any discount rate right now for a football forum. As stated to you on my email on 26th March, I am in financial difficulties and have been for a while. Paying for a football forum (whatever the cost) is simply not an option for me and my family right now. I have been a KT member for 8-9 years and I have enjoyed my time but I simply cannot afford to be a member any longer. Can I please have the full refund of the subscription.

He now found himself locked out of koptalk for no apparent reason. He had just paid for a full year’s membership, and now he no longer had access to the site. So he sends a new message to Dunk.

From: Henry ***
To: support@koptalk.coN
Sent: Wednesday, March 31, 2010 1:52 PM
Subject: Re: [SUPPORT #***-843696]: Membership Renewal

Ok, since you have taken my money and have only bothered to respond once to my emails and have not bothered to re-establish my access to the site. I have will have to contact my credit card company and have them deal with you.

Still no answer from koptalk, the site that is supposedly manned 24/7 and bends over backwards for their paying members. Choppie sends another plea and explains that he and his wife have lost their jobs.

From: Henry ***
To: support@koptalk.coN
Sent: Thursday, April 01, 2010 1:00 PM
Subject: Re: [SUPPORT #***-843696]: Membership Renewal

Dunk

Dunk if you would like to help me then please give me a full refund. As I have told you, I simply cannot afford the subscription my wife and I have become unemployed and we are being evicted from our home.
The last thing I want to do is waste your time let alone mine. My wife is putting pressure on me to resolve this, please help me out.

Henry

You would have thought that this might have been enough to persuade Dunk to send the refund, but no, there were more excuses and bullshit.

On 2 April 2010 02:32, KOPTALK.CON wrote:

Hi Henry

You did authorise PayPal to take the payment as you created the subscription with them.

I want to help you but if you go to PayPal direct, it’s out of my hands. The same if you go to the credit card company.

It’s in our interests to help but we can’t if you’re running around all these different places as it confuses things.

Thanks

Duncan

Ticket Details
===================
Ticket ID: ***-843696
Department: KopTalk Membership
Priority: Critical
Status: Open

Why not just send choppie his 41 Euros and be finished with it? It could have been done a week ago at this point. Not much bending over backwards to be seen so far.

A day later Dunk finally says he will give choppie a refund. That’s 17 days ago as this is being written.

From: KOPTALK.CON

Date: 3 April 2010 03:48
Subject: [SUPPORT #***-843696]: Membership Renewal
To: ********@iinet.net.au

Henry

I will see this gets refunded. It’s going to be Monday though. Come back to me then to remind me please.

Sorry to hear you’re having a bad run 😦

YNWA

Dunk

Ticket Details
===================
Ticket ID: ***-843696
Department: KopTalk Membership
Priority: Critical
Status: Open

Four days later Dunk comes up with another excuse for why he hasn’t issued the refund. He could have just sent 41 Euros to choppie’s paypal account, but it doesn’t look like he’s willing to even try to give him his money back.

From: KOPTALK.CON

Date: 7 April 2010 17:44
Subject: [SUPPORT #***-843696]: Membership Renewal
To: ********@iinet.net.au

Hi Henry

I have looked into this but as you have gone direct to PayPal, only they can deal with the refund as they placed a temporary hold on the funds.

If you have any joy, please let me know and who you spoke to so we can assist further.

Thanks

Duncan

Ticket Details
===================
Ticket ID: ***-843696
Department: KopTalk Membership
Priority: Critical
Status: Open

Choppie contacts paypal, and finds there is no temporary hold on the funds. Dunk is free to issue a refund. This is 12 days ago now.

From: Henry ***
To: support@koptalk.coN
Sent: Thursday, April 08, 2010 8:27 PM
Subject: Re: [SUPPORT #***-843696]: Membership Renewal

Dunk

Paypal have gone back to me and advised that the funds are no longer on hold and that you are all clear to provide me with the refund. I will forward to you in a seperate email Paypal’s response on this matter so I hope that helps you when processing the refund. Also attached in that email are contact details of the person I corresponded with (as requested by you below). Again, I sincerely hope that helps you.

I look forward to receiving the refund. Thanks for your time.

Kind Regards

Henry ***

————————————————————————————————-

From: Henry ***
To: support@koptalk.coN
Sent: Thursday, April 08, 2010 8:29 PM
Subject: Fwd: Disputes (Routing Code: C036-L011-T13024-S111-W000000) (KMM165221797I96L0KM) :ppk1

Hi Dunk

Please find below correspondance from Paypal advising the funds are no longer on temporary hold. There should be nothing in the way in terms of processing this refund. Thanks again.

Kind Regards

Henry ***

———- Forwarded message ———-
Dear Henry ***,

Hello, my name is Jennifer from the Australian Risk Department here at
PayPal. I would be more than happy to assist you today with your PayPal
Account and your closed Case ID # PP-926-420-296.

Henry, your Case for €41.00 EUR has been closed and our Fraud Department
has found this transaction is found to not be an unauthorised
transaction.

The funds are not being held in the PayPal system anymore. I would
recommend contacting the Seller directly for a refund.

I hope the above information was helpful. If you have any further
questions or concerns please feel free to contact us again by e-mail or
you’re always more than welcome to contact any of our Australian Risk
agents by telephone at # 1-888-221-1161.

Thanks for being a valued PayPal member. Have a good day!

Sincerely,
Jennifer
PayPal, an eBay Company

Four days later and no reply from the 24/7-manned site that’s supposed to become your very own Liverpool F.C. P.A.

From: Henry ***
To: support@koptalk.coN
Sent: Monday, April 12, 2010 4:12 PM
Subject: Re: [SUPPORT #***-843696]: Membership Renewal

Dunk

It’s been a few days since I heard from you and I’ve yet to receive the refund which you kindly promised. Paypal have given the green light for the refund so I don’t see any problems with it from your end in terms of the processing of it.

As you know my financial situation is quite dire at the moment and I am on my last legs. Things are worse than you can imagine and I would not wish upon anyone. 41 euros may not be that much in your life right now but for me its food on the table. I’ve had many great years at Koptalk and thoroughly enjoyed my time there and I hope this doesn’t sour my experience of it.

Thanks again

Henry

Eight days later and there is still no reply from Dunk, and the refund has still not been made. Depite being very polite throughout the process, even stating that he has had a great time on the site, and doing everything Dunk has asked him to do, choppie has not got what he has been promised. Dunk and koptalk have once again shown that they are not interested in their members, just their money.

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Posted in Dunk's Excuses, Koptalk - Lies, Koptalk Members Site. Comments Off on Koptalk’s customer treatment is not what they make it out to be
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