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The chat is a customer service interaction where a user requests a refund for their PlayStation Plus subscription after canceling it due to an auto-renewal charge. The representative, Andrea C., confirms the refund will be processed as a one-time exception despite it not being eligible per policy, and the user acknowledges understanding the implications of canceling. The conversation concludes with the user expressing satisfaction and agreeing to complete a survey about the interaction.

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4 views

ChatTranscript

The chat is a customer service interaction where a user requests a refund for their PlayStation Plus subscription after canceling it due to an auto-renewal charge. The representative, Andrea C., confirms the refund will be processed as a one-time exception despite it not being eligible per policy, and the user acknowledges understanding the implications of canceling. The conversation concludes with the user expressing satisfaction and agreeing to complete a survey about the interaction.

Uploaded by

Singinsam
Copyright
© © All Rights Reserved
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Andrea C.:Thank you for contacting PlayStation, my name is Andrea C.

how may I
assist you today?Remember: Please do not refresh your screen as it will disconnect
the chat session. Thanks!Me:I would like a refund for the PlayStation plus
subscription. I canceled it today when it chargedAndrea C.:Hey Sami! I'm really
sorry to read about the inconvenience you are having with the subscription. I
understand you'll like a refund today! I'll be glad to go ahead and work fast and
easy for you.Andrea C.:I can see your support ID is 20810578. We will be working
with the account you started the chat with.Me:Thank youAndrea C.:I was checking in
my system and it seems the charge you are seeing is for the auto-renewal of
PlayStation Plus 12-Month SubscriptionAndrea C.:Please remember any time a
subscription is added to the account (Trial, a PS Plus card or a purchased
membership) the system will automatically default the auto-renewal option to “ON”.
In this case it has to be manually turned off. You may see further information
here: https://support.playstation.com/s/article/Cancel-Auto-Renewal-for-
Subscription-Services?language=en_USMe:I canceled the auto renewal today when I saw
it came out of my account. I haven’t been using my PlayStation recently so I don’t
want another year subscription right now. Andrea C.:Thank you. Now, can you tell me
if you are the owner of the payment method used for this transaction?Me:Yes I
amAndrea C.:Alright. Please keep in mind that if we process a cancellation you’d
lose access immediately and will not be able to: play online anymore, access any of
the free monthly games, purchase content up to 75% off on select games every month
and use the 100GB of Cloud game save storage, having this in mind, would you want
me to proceed with this request?Me:Yes pleaseAndrea C.:Alright, no problem! I see
that this is the first time you contact us. Please allow me to tell you I will make
sure to address it in the best possible way so you can get the best experience ever
getting this reviewed through my assistance!Me:Thank you I appreciate thatAndrea
C.:No problem at all! By the way, do you have access to the email address currently
linked to your account? If not, can you provide a valid email address that we can
use to send you confirmation?Me:Yes I have access to itAndrea C.:Perfect! I will
process your refund back to your card as a one-time exception. Please be aware that
due to the transaction being a subscription auto-renewal this refund is not
eligible per our policy. For information on refund eligibility, please consult our
Cancellation Policy on PlayStation.com. You will receive a confirmation email. It
may take up to 1-2 billing cycles to post to your statement. For reference your
case # is 54419064. Before I proceed do you have any further questions?Me:Nope
that’s all I’m needing today. Thank youAndrea C.:You're welcome! I'm extremely
happy we could work on this really fast for you. Since this is your first chat,
Sami, we would like to read your comments about this interaction, could you please
help us filling out a brief survey at the end of the chat? I would appreciate
it.Me:Yeah no problem Andrea C.:Awesome, thanks! When clicking on the "End
Chat" button, you will receive the survey. Will there be anything else we can
help you with?Me:Nope that was all. Thank you again.

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