Charged for Previous Member Level Bonus Land Tier
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Earnest Deed
This has now happened with two separate accounts and so moves from being told first time round by Support that it was a server glitch to being a bug in the system. All points refer to both accounts, except for the partial point in parentheses. This is a repeated problem with your system specific to PPNS to Plus downgrades.
- Downgrade from Premium Plus No Stipend Monthly to Plus Monthly
- After downgrade be told that I own land tier for using up to 2048m2 of land
- That land use came free with Premium Plus No Stipend
- The PPNS membership ran for the full term (in the second case the downgrade happened a day late and cost me a stipend payment and probably caused the TIlla payment failure)
- In both cases land use was reduced to Plus level 512m2 in advance of the downgrade and several days before the downgrade took place
- Downgrading to Basic first then taking out Plus membership is not a viable solution when PPNS is used to request a specific 512m2 Linden Home.
Already reported to Billing Support to get the erroneous charge taken off my alt's account
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Lettie Linden
updated the status to
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Lettie Linden
updated the status to
needs info
Hello Earnest,
I have been unable to recreate the issue with the information given here. Can you please tell me which of your accounts this occured on so that we may investigate further?
Earnest Deed
Lettie Linden I am not in the habit of publicly listing my alts but you can check with Support about the closed tickets 2545350 and 2434672. The latter ticket is dated 9 months ago so this is not a new problem.
Lettie Linden
Earnest Deed: Thank you for the additional information. It appears that this occurs because your land bill date is not the same as your premium bill date. In order to have not been charged, you would have needed to release the land before your land bill date.
That being said, this is obviously not desirable behavior, and I have created a ticket to fix the issue. At this time I cannot give you an ETA for a fix, but the developers are aware, and will work on a fix as priorities allow. If you have the same issue occur again before we can fiox the prioblem, please reach out to support for assitance.
Earnest Deed
Lettie Linden once you have ever used an account to pay tier your land bill date gets set in stone even if you have not used that account to pay tier for more than a decade. Other than these 2 instances I have never had this problem with any other membership level change. In both cases the land was covered by bonus land allowance and the accounts reduced their land usage to the new tier level about a week before the membership change. This is a bug not something to blame the customer for. When I change membership level I am usually sacrificing part of the land allowance I have paid for because I tier down early. I have not paid for land by land tier for more than 12 months. I am entitled to the free land allowance for the duration of the membership payment. The fault lies with a poorly designed system with a bug possibly specific to a change from Premium Plus to Plus.
Lettie Linden
Earnest Deed: I apologize if my reply sounded like I was blaming you. That is not the case at all and this is absolutely a bug. I was simply attempting to let you know what the actual cause of the issue is so that you know for the future. That way if you find yourself in this situation before we implement a fix, you can proactively contact support to have the issue corrected.
I know how frustrating it is when subscriptions and memberships do not behave as they should, I have been in similar circumstances myself. I did create a bug ticket and sent it to the developers yesterday so that they can fix this problem as soon as priorities allow.
Earnest Deed
As happened last time round Support responded very quickly in removing the erroneous charge from the alt account. If this bug can be fixed then it will assist the Support Team by reducing requests to correct the Land Use page.