Lea the G2A bitch

Chat Content:
Lea Marie: Hello, Matthew OBrien. How can I help you today?
Matthew OBrien: I am very upset at the moment
I received an email from paypal stating I have been charged £1 for g2a shield, as a subscription, I did not want this at all, never did I agree to play for shield on a monthly basis and there is no where on the website I can stop the shield.
Also "average chat wait 3:00" it took nearly 15 mins...
Lea Marie: I am terribly sorry for that, today is the relase day and we have lots of chats because of that.
Matthew OBrien: I mainly want the shield payment refunding and any "subscription" to be cancelled.
Lea Marie: Of course, I understand that.
You can cancel the Shield subscription in your G2A account. Please desactivate it.
Matthew OBrien: Nope
No such option, or at least it is very hidden.
"My account" then setting, or account details or any other damn tab for that matter, there is no such option, this is actually a horrible way to squeeze money out of customers.
Lea Marie: Please enter your g2a account. I will guide you.
Matthew OBrien: Already have
Lea Marie: Now please deactivate the Shield subsription:
http://prntscr.com/72e3ey
Matthew OBrien: Does. Not. Work. It simply closes the "my account" drop down menu.
Lea Marie: What browser are you using?
Matthew OBrien: Chrome, I have tried firefox and internet explorer with no extensions or plugins on either browser. I am not simple, the website simply does not work.
Lea Marie: Thank you. In such a case I will report it to our IT department and they will take a look at your account and fix this bug. Please accept my apologies.
Matthew OBrien: It isnt your fault, though I am not happy with the way there is no other way to do this process, when customers money is involved there should be a million of ways to opt out.
And a refund for the payment that was just taken?
Lea Marie: Thank you for your understanding. First, we must fix this bug in order to be able to proceed with this issue. Thank you for your undertanding.
Matthew OBrien: So will I be getting a refund on the payment that was just taken? I need a strait yes or no, otherwise it will be taken to paypal and it will be refunded.
Lea, I don't have all day.
Lea Marie: Of course, I understand that. At first, we must fix your account. I kindly ask you to have a little patience.
Matthew OBrien: I am asking a very simple question, YES, or NO, will I get a refund on the money that was taken for this thing i never asked for?
I dont care how long it takes, just yes, or no
Lea Marie: Please hold on.
Matthew OBrien: 30+ mins in chat, 15 min wait time for chat, nearly an hour to opt out of something I never opted in to and ask for a simple refund, well done on efficiency guys
Lea Marie: Please take a look at our terms and conditions for that:
14) The User may choose to purchase G2A Shield subscription (the “subscription”). The subscription is free of charge for one month from the purchase (“initial term”) and shall last for undefined period of time unless earlier terminated by User. After the initial term is lapsed the User shall pay to Company the remuneration in the amount of 1 EUR (+VAT and fees due to payment services providers) per each month. If the User does not want to continue the subscription after the initial term he/she needsto unselectsubscription in his/hers account panel which can be done only during the last two days of the initial term. After the initial term the subscription can be terminated at any time. If the User deactivates the subscription and after that he/she decides to purchase the subscription again then the remuneration due to the Company amounts to 2 EUR (+VAT and fees due to payment services providers) per each month and shall be paid each time he/she purchases the subscription. The aforesaid remuneration for the subscription will be automatically deducted from Users credit card or G2A Wallet or any other available funds and the User accept on this.
Matthew OBrien: If you right now do not say yes or no, I dont care which you say, i
I simply want you to say, yes matthew, I will refund you the money that was taken, or no matthew, I will not.
Either is fine, though you not answering is getting slightly annoying.
Lea Marie: Sadly I am just a simple supporter, Matthew, and I do not decide about such cases, that is why I cannot confirm anything for now.
Matthew OBrien: And a "supporter" is here to do what? Avoid questions? I work in a similar industry, dont try to delegate, I know exactly what you are supposed to do.
The fact that the website would not allow me to opt out of this stupid service is complete and utter disregard for distance selling regulations that state a customer should be able to opt out of an agreement of sale at any time also covered under CCR. Now either you will authorise a refund, or if you keep avoiding my question, I will go to paypal and they will refund it, I do not care which company does it, though if i have to go to paypal, I will never return to this website.
Lea Marie: I truly understand you. But still I am not allo9wed to decide about such procedures. I will report your feedback, that's for sure. You can also cancel this subscription on PayPal.
Matthew OBrien: So next month, when this still isnt sorted, another payment will go out, and it will be the exact same issue, is that how you're trying to fob me off here?
Lea Marie: If you cancel it now, it won't be charged anymore.
Matthew OBrien: Are you for real?!
YOUR WEBSITE IS BROKEN AND FORBIDS THE CANCELLATION!
THAT IS WHAT THIS WHOLE CHAT HAS BEEN ABOUT!!!!!"
Go to your manager and get this sorted. Now.
Lea Marie: I can report it for you, if you like. Please bare in mind, that it is 3 a.m. right now over here. Thank you for your understanding.
Matthew OBrien: This is getting old.
Transfer me to a manager.
You are one of the least helpful "support" advisor's I have ever had the misfortune to chat with. Avoiding questions, being generally slow at replying, aweful customer service. Please keep in mind it's 2am here, and I came on here at 1am and you have wasted an hour of my time.
Thanks for your none understanding and wasting my time.
Lea Marie: I am terribly sorry, you it this way. Please accept my apologies for that.
Matthew OBrien: Transfer me to a manager.
Transfer me to a manager.
Lea Marie: In sucha case please send us an e-mail on support@g2a.com with your concerns. The responsable for such issues person will contact you back about this problem.
Matthew OBrien: Transfer me to a manager.
Transfer me to a manager.
Lea Marie: If you send us a request, a manager will respond you via e-mail. That is why I kindly asked you to send us a message.
Matthew OBrien: Transfer me to a manager.
Transfer me to a manager. 1 hour 30 now, you really are taking the mick now. Just transfer me you silly person.
Lea Marie: I am very sorry but I must ask you to stay polite, Sir. Please send us an e-mail as we do not have a life chat with the managers. Thank you for your understanding.
Matthew OBrien: polite, I have been nothing but polite, you have avoided questions, i reply instantly and you wait 5 mins to reply! it is beyond a joke.
Transfer me to a manager.
Transfer me to a manager.
Transfer me to a manager.
"life chat" well done lea
Well done
Lea Marie: I am very sorry that you see it way. I have provide you with all the information you needed, You asked me several times for the manager and I have told you, how you will reach him.
Matthew OBrien: There is a manager in the room with you now, you have the capability to transfer me, you just refuse to. law states that if a customer requests to contact a manager they are able to do it in real time, through a chat service or phone service, under no circumstances are they to email, having to wait for an email from a manager is not acceptable
Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.Transfer me to a manager.
Lea Marie: I am very sorry, Sir but my manager isn't over here and he will answer your e-mail as soon as this one will reach him. I do not have any influence of our procedures. If you want to contact the manager, we kindly ask you to send us an e-mail. Thank you in advance for that.
Matthew OBrien: In advance for what? I am not sending any email, you will transfer me to a manager.
"I do not have any influence of our procedures" classic 101 delegation, if you had no influence you would not be employed, you are just trying to get me off your case. Transfer me to a manager.
Lea Marie: I am very sorry, you see it this way, Sir. I have given you all the information you needed and explained you, how to proceed in such a case. I have tried to explain you several times, that it is not possible to talk to a manager right now and via live chat. We kindly ask you to send us a n e-mail about this issue via support@g2a.com. Thank you for your understanding, Sir.
We wish you a good night, Sir.