Completely blindsided?

[Anonymous]

Yes hi, I ended up staying in Texas with my Sister for an extended amount of time. She was going through a high-risk pregnancy and my new nephew ended up staying in the NICU for 10 days. I got this email saying Iwouldn't be recieving my December Play! Box. Because my payment was declined, and if I didn't update by the 14th, my entire subscription would be canceled. I have had an emergency tooth (teeth, actually. 2.) extraction and have had horrible complications with that. I honestly have not even though about my email because I've been in so much pain in pretty much always laying down with ice on my face. Not to mention I haven't eaten anything that isn't applesauce consistency in three weeks. But I have no idea why on earth it would say my payment was declined. I *had* a payment option on the account that expired in October, and another that expired like 2016. But I took a screen shot before I deleted the old payment methods. And it clearly shows that my default payment method is a VISA and it doesn't expire until 03/22. I don't really know how to update my payment information because there isn't anything wrong with it. I just bought clothes for my niece and 2 nephews. And filled up my car at the gas station, plus used it to get a Smoothie. And my card works completely fine. So I really hope that you can somehow please help me understand how I'm not receiving the December box? There was no error in the billing or payment expiration. And yes I do have a credit card on file that is /did expire in November. But that wasn't the one I had set as my default for the Play! Box. I haven't used that card in at least 6 months due to so many difficulties I've dealt with personally regarding my bank and account. So my visa is through an entirely other source of payment. I understand you have to have time limits. But I've subscribed to this box for practically as long as it's been available. I looked through my entire email, and I only received *one* email prior to the one stating I wouldn't be receiving my box for December. Like I said, my Sister has two young kids (4& 1/2 & almost 8.) and a newborn baby. We were staying at a hotel half the month I was there. They live 45 mins away from the hospital. So I would watch the kids and she could be close to the hospital to see Elijah (my nephew). All while I was recovering from oral surgery and complications from having a lowered immune system with Multiple Sclerosis. I guess I just really would appreciate you please doing anything you possible could to make an exception? I don't want to miss the last box of the year, that would be really disappointing.No CC with 9249! I have no idea how I have a phantom card on my account 😧

[LaurieBT]

Hi @Anonymous,

I'm sorry to hear about this experience and I will take a look at your Play! subscription in more detail. I'll send you a private message to help shortly. Please note that the screenshot was removed from your post, and we ask that personal information not be shared publicly. Thank you!

Warm regards,

Laurie

[Anonymous]

I apologize, I didn’t know that the last 4 # sets of CC was counted under personal info. Since there’s still so much information hidden in the other numbers that aren’t shown. I didn’t have any names or info about my account showing. But thank you for removing it and I will not post pics of that again. Thank you for taking the time to review my account 🙂 Hope to hear back shortly.