Live Chat question

Imogene · Post by **Imogene** » Sun Oct 12, 2008 9:47 am

Should the live chat operator request your credit card information??

dougweiser · Post by **dougweiser** » Sun Oct 12, 2008 4:21 pm

No they shouldn't. They have no need for it. All they need to know is your MJ number, and for some reason they ask IF you used a credit card for the purchase...not sure why.

I wouldn't give them my CC number during a chat session. Never.

My .02 worth.

Doug

az2008 · Post by **az2008** » Sun Oct 12, 2008 7:56 pm

Imogene wrote:Should the live chat operator request your credit card information??

What were you asking for help with? What was their request for a CC number related to?

Mark

Imogene · Post by **Imogene** » Sun Oct 12, 2008 11:57 pm

I contacted live help and told "Chad" that my MJ says my service has expired, but I had an invoice showing that I paid for an additional year service. Chad asked for my full name and email address. Then he asked for my credit card #. I asked why he needed the cc # and he said it was to check for the order information. I offered him the invoice number, but he said it wasn't correct or something, and again requested the cc#, and said, "Please don't worry this is secure and confidential." I gave him the cc# and then he transferred me to Chris "a higher level of support." Chris told me to check my account after 7 hours and that they were processing to extend the license.
I saved a copy of the live chat session and then called AMEX to cancel my credit card. I checked my account and my MJ still shows that my service has expired.

Imogene · Post by **Imogene** » Mon Oct 13, 2008 8:53 am

Maybe I overreacted but I didn't expect the cc# question.
I also emailed the invoice information but still no service.

az2008 · Post by **az2008** » Mon Oct 13, 2008 12:01 pm

Imogene wrote:I contacted live help and told "Chad" that my MJ says my service has expired, but I had an invoice showing that I paid for an additional year service.

At least it involved questions about your purchase. I would have been concerned if you were asking for help about choppy audio, and they asked for a credit card.

I wouldn't be concerned about the dead chat people misusing your credit card #. If that was happening I'm sure we would have heard about it.

From what little I've heard, it sounds like MJ uses credit card numbers to authenticate a person's identity (that it's really you making account changes). Someone posted on another forum that they wanted to return or exchange their MJ device, and they were asked for a CC # .

Mark

smokozuna · Post by **smokozuna** » Mon Oct 13, 2008 12:43 pm

Live Chat did not work for me. Emailing [email protected] did. I believe the fellows name was Richard who answers this email address...he is an Engineer and had me up and running in less than a day.

Imogene · Post by **Imogene** » Tue Oct 14, 2008 6:51 pm

Problem solved--I received an email concerning the 2nd year subscription today and my MJ now works!
Thanks for the helpful replies.

johnsmith12709 · Post by **johnsmith12709** » Thu Mar 25, 2010 8:49 am

I too experience the same problem but the problem has been solved by your posting.
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