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QLD Skype Subscription Expired - Can't Reactivate?

Discussion in 'Australian Consumer Law Forum' started by Lianne, 11 June 2015.

  1. Lianne

    Lianne Member

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    Hi there.
    I have had a " Skype premium 300 mins" subscription since Feb 2014, over the last few days I have been busy and haven't checked my e-mails. When I checked this morning I saw the following e-mail from Skype dated 10/6/2015;

    Action required - your subscription has expired as your recurring payment has failed

    Your subscription Skype Premium 300 mins - 1 month has expired. Unfortunately, your payment failed or could not be processed using your current payment method VISA-SKYPE XXXX-0347.

    You can reactivate your subscription up to 90 days after it has expired by updating your payment details in
    your account.

    Follow these steps:
    1. Sign into your Skype account.
    2. Click "Subscription settings" on the Call phones tab.
    3. Choose an existing stored payment method or add a new one.
    You can use another credit or debit card, PayPal or Skype Credit if available as the payment method for your subscriptions.

    Skype


    So I contacted Skype support on live chat and they informed me that the Skype premium 300 mins subscription is no longer available and I couldn't reactivate it as my subscription had expired.
    In their e-mail it said I had 90 days to reactivate. I have tried to follow the instructions as per their e-mail with no success. Is there anything I can do under Australian Consumer Law?
     
  2. Ivy

    Ivy Well-Known Member

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    Hi Lianne,

    Under the ACL it is likely that Skype will have to honour your existing plan given that they have told you that you can reactivate within 90 days. However given that Skype is an American company and as far as I am aware they don't have an Australian office, it may be difficult to enforce the ACL against them if they try to avoid their obligations.

    Firstly, have you tried calling Skype rather than the online chat? Personally I have found that talking to a staff member of a company on the phone can be more productive than an online chat conversation. You can follow up a phone conversation with a confirmation email. Point out to them that had your bank details not declined then you would still be on the old plan so there is no reason why you shouldn't be put back on that plan if you have updated your payment details within their nominated timeframe.

    If after speaking with Skype they don't want to honour their own statement in the email, you could call the Office of Fair Trading in Qld.
     
  3. anjana

    anjana Member

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    Hi,

    I am also facing some sort of situations and chatted twice with three different persons and they did not provide me any email address or phone number to contact. They said this is the last escalation level and they can't take my request further.

    Also, they said "for legal things, I'll have to send mail via post to their Luxembourg department:eek:." I just changed my payment method and it got cancelled without warning, and now they are saying they can't reactivate it.

    Can anybody suggest what should I do? Can I go to Fair Trading and if so, please provide me a website address and an email address?
     
  4. anjana

    anjana Member

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    Hi Lianne,

    Did you file complaint against them? Or get any resolution for your prob?
     

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