Stop scamming your users with credit inactivation
Hello Skype team,
On March 15th I received an email sayign my credit would be inactivated and that I could reactivate it "at any time" by visiting my account and clicking "Reactivate credit". However, to my surprise, when I logged on on July 20th to do exactly that, there was no such button to click on. After much searching I found a page that said: "Reactivate Skype Credit | Your Balance | £0.00 | You do not have any Skype Credit to reactivate."
Thankfully I had some time on my hands and contacted the live support over chat, which first told me there was "a glitch", and then that when people don't immediately reactivate their credit, this becomes impossible to do without reaching out to the support team.
This is pretty insane and clearly works as a scam for inattentive Skype users.
- You don't really need to inactivate accounts after 180 days without use
- If you really need to inactivate them, you should not keep their money captive. You decide to inactivate them, it is on you to give THEIR money back to your users: implement automatic transfers/refunds.
- If we accept that it's ok for you to retain the money on inactivated accounts (I don't), then it is absolutely essential that people are able to reactivate these accounts without having to reach out to the customer support - especially as your email is pretty reassuring about users being able to do so at any time. Under no circumstance should your website say "you do not have Skype credits to reactivate" as this is entirely misleading.
I expect a response outlining your efforts to rectify these issues, failing which I will report this to a consumer agency and warn users about your practices on social media.
Mark Riffey commented
This process has no purpose, particularly for users who login to Skype every single day. Yes, it only happens every 6 months - still makes no sense. Feels like a legacy code requirement that might have served a purpose at one time, but now does nothing but add friction to the user experience.