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Private.com (2)

rearadmiral (334) 12-05-13  01:10pm
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Tricky to cancel a membership

I'm coming to the end of a month membership and went to cancel. It was a much more frustrating experience than usual so I thought for future members my lessons-learned may be of use.

I'm used to billers like CCBill and Epoch so my default means to cancel is to go to those sites and cancelling is easy. Private's primary biller is Rocket Gate and that's who I was billed through. I went to their site and found nothing for consumers so I Googled "Rocket Gate how to cancel membership" that did take me to a page where I could enter my email and username. The problem is that they had no record of me even though they are the biller. So I emailed them. That was 24 hours ago and I haven't had a response.

The Private site has no link for your account, but at the bottom there is a link for support. That leads to an FAQ page where there is a question about billing. Most of the answer directs you to Rocket Gate, but if you have the same problem as I had then that's not of any use. There is, however, a link to prvtbilling.com. That brings you to a page on the Private website that allows you to enter your username and email address. That worked.

I should also note that I didn't receive a confirmation email when I joined. Those often contain cancellation information. I first thought that could have screwed up my email address when I joined and that would explain the lack of a confirmation email and the inability for the biller to recognize me, but since the Private site itself recognized the email address I'd say I wasn't at fault.

My final advice is that since your membership remains active for the month even after you cancel I recommend trying to cancel early in case you do have problems.

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Comment Replies (9)

Replies to the user comment above.

Msg # User Message Date

1

TheSquirrel (53) You had exactly the same problem I had. I cancelled about 4 days after joining so had plenty of time to get a response. I emailed them and left messages through their internal service totalling five times and eventually got a response. When I checked under "existing requests" my password hadn't been recognised. It seems just like you I wasn't recognised as a member so couldn't cancel.

I'm currently compiling a review now, and one of the things I note is a company like this doesn't get to stay in business this long purely by chance. The clips are mixed up for a reason. It's to make things less easy to browse and download quickly and also to make it look as though there is more than there is. Same thing goes for not acknowledging cancellation. I'm sure a number of cancellations don't go through and don't receive complaints, which makes them more money.

In my emails I did say I would be cancelling my credit card and complaining about fraudulent deductions if another monthly payment was taken. It took them 48 hours but they got back to me, answering two of my messages. They offered me a 30% discount to keep up my membership but it had been such a hassle to cancel I didn't take them up on it.

12-05-13  02:19pm

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2

rearadmiral (334) REPLY TO #1 - TheSquirrel :

I'm not glad to hear that you had problems, but it does give me some comfort to know that the site is the problem and I'm not. I really don't understand this practice. I agree that they may make a bit extra money by fleecing unsuspecting customers, but when a site offers good material (which Private does) and they are trustworthy, then I'll rejoin again and again and again. They make more money from me by being honest.

I think I'll be watching my credit card for a while. I wish I had taken a screenshot of the cancellation page...

12-05-13  04:00pm

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3

TheSquirrel (53) REPLY TO #2 - rearadmiral :

I will be interested to hear whether that cancellation goes through. I eventually had two emails assuring me my membership was cancelled, but at the time of cancellation received no confirmation. I was not impressed. They should make it easier, as they have good material and don't have a bad reputation - yet. I received a confirmation of membership but no mention on how to cancel. The only way to cancel seemed to be to go on their site, and follow the link, but for the cancellation to go through I had to sign in with my password which was not recognised. Not good practice.
12-05-13  07:14pm

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4

Private (4)
Webmaster
Hi Guys,

thanks for the input. We will improve our cancellation process.

I hope that overall you enjoyed the new members area, content, and languages options and new niche sites. Will be happy to have your opinion on that as well!

Cheers,

Private

12-06-13  02:14am

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5

TheSquirrel (53) REPLY TO #4 - Private :

Good to hear a response and also good to hear there will be improvement on cancellations. If not for that and the navigation I would have scored higher. Review will appear later today when I have time to edit out 1000 words or so. You have some great material, and the niche sites at least allow a way to filter or search by category. If cancellation improves I will buy another membership.
12-06-13  06:03am

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6

martinlongbow (0) REPLY TO #5 - TheSquirrel :

I was a member of the private site for one year at 2011. my biggest problem was that old scenes were in really poor quality and only some of the (30%) new updates were HD. If they would convert old movies to HD I 'd definitely sign again but seeing that it is not the case from the review makes me not to. honestly back then I did not find the new content as good as old ones. directors like woodman, kovi, gazman, lecastel can not be easily replaced.
12-06-13  06:17pm

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7

Monahan (42) REPLY TO #4 - Private :

Thanks for your reply.

It would be very helpful if you were to post another reply advising those of us who may be ready to sign up to your site (but who are hesitant) that the cancellation procedure has been updated.

Thanks again,

Jack

12-07-13  02:04pm

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8

TheSquirrel (53) REPLY TO #6 - martinlongbow :

Agreed about replacing that talent, but they still produce some great stuff. Admittedly it's a little closer to the internet porn norm than it used to be, but they are still a quality production company.
12-08-13  05:48pm

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9

TheSquirrel (53) REPLY TO #7 - Monahan :

That's exactly how I feel Monahan. I want to hear it confirmed changes have been made, because I don't want to go through the same hassle again. Make it easy to cancel, and I'll return as a customer. Private have a reputation and name for genuine porn, I hope it isn't going to be ruined.
12-08-13  05:51pm

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