Issues with Digital River Customer Service

**Stratos*Major** · March 26, 2013, 02:13pm

Originally Posted by Mern-Ra

I got the same email and was coming here to ask the same question; I wanna make sure this is legit before I respond with my personal info.

Atleast were not alone! lol
I called to make sure and it is...
I have no idea why they are trying now though...if its just to see if the account is active it should have no problem.
Bbut if they are billing I aint got the money in there!
I thought I was in the clear ...so much for that.

**Mern-Ra** · March 26, 2013, 02:35pm

Originally Posted by Stratos*Major

Atleast were not alone! lol
I called to make sure and it is...
I have no idea why they are trying now though...if its just to see if the account is active it should have no problem.
Bbut if they are billing I aint got the money in there!
I thought I was in the clear ...so much for that.

I was thinking about calling, too, so thanks for doing it! Just curious, did you speak to Brady, or just the regular CS people?

**Stratos*Major** · March 26, 2013, 07:01pm

Originally Posted by Mern-Ra

I was thinking about calling, too, so thanks for doing it! Just curious, did you speak to Brady, or just the regular CS people?

Regular CS

- - - Updated - - -

That was FAST!
Already got resolution...
I was told a small number of subs. were having issues with renewing.
I got ny comfirmation e-mail for snake face to go through in April. :-)

**bigassbuzz** · April 5, 2013, 05:25pm

My MARCH 14 early access order for Mekaneck and Keldor is STILL "in process"

TWO calls to Peggy at DR customer service got me the same answer. "Mekaneck is on back order."

Anyone else STILL WAITING for 3/14 Mekaneck???

- - - Updated - - -

TOTAL FAIL ACCOMPLISHED!

Dear Ryan Bussey,

Thank you for contacting Matty Collector.

We have confirmed that the Mekaneck figures currently on backorder for
order 13015788742 will not be coming back in stock. We have confirmed
that the warehouse will be removing these items from your order and will
have the Keldor figures ship early next week. We apologize for any
inconvenience.

If we can be of further assistance, please reply to this message. When
replying, please be sure to include this and any other pertinent
correspondence in your message.

Sincerely,
Brady O.
Digital River
Customer Service

**belmont** · April 11, 2013, 10:48am

This is getting ridiculous. At the end of February I contacted them to change my shipping method. They sent me a mail with 4 "questions" to verify I was the subscription holder. Everything went fine and they switched the delivery from International Post to DHL (just as I wished).

But from then on my subscription page said my sub was "inactive". I was told this was going to turn into active, once the new figures got sent out. Last months shipment came, via DHL (as I wished) but the page still said inactive.

A few days ago I got another message from VIP-Service at DR and they "found out" that my sub was still inactive. And for me to verify, I had to anser 4 questions again (the same questions I answered a few weeks before).

Now my sub is active again and my figures were sent today. So far so good, but with "Mail on the move". So I am back to International Post again - the thing I wanted them to change. I am so mad, this DR-**** never ends!

**Sorcerer** · April 11, 2013, 07:48pm

The Mosquitor figure I received from Matty broke literally as I was taking him out of the package. I spoke with customer service and they issued me a return authorization, but told me I would have to drop off the figure at a UPS drop off point. I replied and told them that I had no transportation method and since I paid to have you figure shipped to me, perhaps they could authorize a UPS pickup. Of course they could not. So I've been going back and fourth with them since I received the figure in late December. Today I contacted them asking them to make sure that they had a Mosquitor held aside for me since they are selling the remaining ones on Matty Collector. I was told that they would NOT hold one aside, and thatI would get a refund. This really makes me want to keep buying from them. Superb customer service guys.

**No-Ah** · April 11, 2013, 07:52pm

December? You really dragged your feet....

**JakeofEternia** · April 11, 2013, 08:21pm

Originally Posted by No-Ah

December? You really dragged your feet....

Going back and forth since December, I don't he just started this process.

**Sorcerer** · April 13, 2013, 01:42pm

Yeah. I started the process in maybe mid January.

**No-Ah** · April 15, 2013, 05:47pm

Ok. I signed up for Club Eternia today and had my first nightmare experience with Digital River/Mattel.
I placed an order for 2 figures: 65.05. That was fine.

They then charged me another $84 and change! I filled out the fields on Matty collector, but had a feeling that wasn't going to get me anywhere. So, I Googled DR's phone number. I got through, explained my problem, was then transferred 3 times. Finally a rep was able to tell me that it was a pre-authorization for my subscription. But, when we sign up it specifically says we will be pre-authorized for 0.00! The lady from Digital River said she couldn't do anything to help me, it should take about 5 days to fall out from my account, and that I should call my bank.

I briefly considered telling her to simply cancel all of my orders.

I then called my bank. They transferred me twice until I finally got a woman in the fraud department who got a manager's approval to remove the $84 pre-authorization from my account! Otherwise they would have held that money captive for 5-7 business days!

What a nightmare! Where the heck did $84 come from? Just a random number? It was all very weird...

**Heidi** · April 16, 2013, 04:37pm

Last week I received a "your sub is renewing" message but after that I haven't received any email from from Mattycollector. I logged in to see my order status and there is no order for April. Also my sub seems to have disapperead from the "My Subscriptions" - page. Is this normal? Should I be concerned?

**Carlaird** · April 17, 2013, 06:41pm

Are there certain hours you can call to receive an American or native English speaker for assistance??????

**manic mailman** · April 17, 2013, 10:18pm

i still havent gotten a shipping notice on my sub for snakeface. think im gonna have to call...

**Angry-Calligar** · April 18, 2013, 02:15am

i ordered 2 figures for a friend, and then tried to cancel the order the next day. he isn't collecting motuc anymore. i emailed customer service . 2 days later i got an email saying the order is shipped. they told me they can't cancel the order. i'm calling my cc company in the morning and filing a complaint to place a stop payment.

**Heidi** · April 19, 2013, 01:31am

This morning I received an e-mail from Matty-CS. Apparentely there is some problem with my sub and they asked for my credit card info via e-mail. I told them that I am not going to do that and only provided my shipping/billing address. Sigh.

**Krazyjoe** · April 19, 2013, 07:04am

Sadly I was forced to cancel my 2013 sub (not my choice, believe me -- we have a sick family member and simply HAVE to cut corners wherever possible due to the medical bills). I remember that in the past they would try to hit your card 3 times. After 3 failed attempts, they would drop you from Club Eternia. Do they still do this? Because I got two e-mails saying my card was declined, but no 3rd. I haven't heard a word from them since Monday (sale day). They never made a 3rd attempt on my card. At least they havent yet.

**Heidi** · April 22, 2013, 02:58am

So I got a reply from MattyCollector:

Dear [name],

Thank you for contacting the online store.

We apologize for the inconvenience. To reinstate your subscription, you
may contact our customer suppor at:

Phone: 877-466-2889

I assume that means they cancelled my sub? Earlier this year I asked them to cancel my sub because they refused to return the extra money they charged me and now they cancelled it for no reason. Bizarre.

**DO4M** · April 24, 2013, 07:19am

Should I be worried that my Snake Face order is still "in Process?" (I only bought him and nothing else on that DoS order )

**Brick Top** · April 24, 2013, 03:16pm

Have not received my shipping notification on my D.O.S order either. Has anyone got their notification yet?

**EuroCoin** · April 24, 2013, 06:14pm

Originally Posted by Brick Top

Have not received my shipping notification on my D.O.S order either. Has anyone got their notification yet?

Yes, I received my DOS notification for Snake Face on the 17th.

- Joni -

**Heidi** · May 1, 2013, 01:03pm

Yesterday morning I suddenly got an e-mail that my club Eternia is renewing and a little late I received a shipping confirmation for Snake-Face. I checked it out and it seems my subscription is working again. Oh you, Digital River.

**Stratos*Major** · May 5, 2013, 02:44pm

So i got charged for and received snakeface last month and just got a renewal and preauth for snakeface again...
This is really getting absurd!

**Zodac666** · May 6, 2013, 03:08pm

Originally Posted by Stratos*Major

So i got charged for and received snakeface last month and just got a renewal and preauth for snakeface again...
This is really getting absurd!

Yes me too!!! This is getting out of hand. Ever since I wanted to change my shipping method all hell broke loose with cancelled orders and other strange things.

Well I emailed customer service and got this answer:

Thank you for contacting the MattyCollector.com online store.

We understand that an order for the Snake Face Figure has been
duplicated.

We sincerely apologize for the inconvenience. Unfortunately, we were
unable to cancel the duplicate order. Your order was processed for
shipment immediately upon completion, and no changes were able to be
made.

You will be receiving a shipping notification email shortly. If you do
not wish to receive the shipment and you would like a refund, you may
refuse delivery.

Sincerely,
Sherwin L."

Anyone know how I can refuse delivery????!

**Stratos*Major** · May 7, 2013, 03:02pm

You and me both!
Ive had problems after trying to switch my shipping method!
This is my response:
Thank you for contacting Matty Collector.

We were unable to stop this shipment. Please refuse the shipment for
this order when it is delivered. In order for us to ensure you receive
your May figures, please reply to this e-mail with the bank details
requested below and I will process a manual renewal for May and disable
your previous subscription.

1. The last four digits of the credit card you would like the order to
be charged to.
2. The security code for the card above
3. Please verify your billing and shipping address
4. Desired Shipping Method

If we can be of further assistance, please reply to this message. When
replying, please be sure to include this and any other pertinent
correspondence in your message.

Sincerely,
Brady O.
Digital River
Customer Service

This is what happened before snakeface and im worried ill get charged 2xs now for this month...
I think after i get octavia, mantena, castaspella, & seahawk im gonna make it cancel.
Ive had issues from February to today.
I really hate to do it and i am unsure about subbing next year because of this.

- - - Updated - - -

Resolution!

I get a refund and get to keep the figure!

That's some good CS there!!

**LORD FALLEN ELDOR** · May 9, 2013, 08:05pm

My Filmation subscription doesn't exist and the order number is the same as February's Club Eternia.
I didn't even find out untill I needed to change my CC info...When I called they told me to email them. That was a last Friday...
I dunno what to do next...Should I call, email or both?

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Does Matty still drop you after 3 failed credit card attempts?

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