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Topic: Negative Credits

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Subject: Negative Credits
Date Posted: 6/17/2010 3:34 PM ET
Member Since: 6/1/2010
Posts: 5
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I joined earlier this month and requested 2 books, at which time my number of credits dropped to 0.  When I received the books, I clicked that I had receided them, and my number of credits dropped to -2.  I'm new so I'm not sure how this works, but it doesn't seem right.  Why am I being penalized twice for the same books?  I only received one copy of each book.  I clicked received once for each.  But if I'm going to be constantly trying to get back to a 0 status when I have nothing going out as it is (I have books that I was willing to buy credits for, but not if I have to buy them to make up for my negative status!)

What went wrong here?

Sara

Date Posted: 6/17/2010 3:37 PM ET
Member Since: 6/29/2007
Posts: 17,195
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Sara,

If you check your credit registry - click the number of credits, it should tell you the history of your credits and why two additional were taken from your account.  It is entirely possible that the system recognized your address as a duplicate and rescinded the two start-up credits as only the first account in a household is eligible for those credits.

Mary

Date Posted: 6/17/2010 3:39 PM ET
Member Since: 7/19/2008
Posts: 15,471
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Are you not the only member at your address?  They give the free two credits to only the first member at an address.  So if you share a street number with roommates or family, they may have taken the freebies back.

Do contact PBS if you just moved into a place that has no other PBS members.  Such as if the folks who moved out were members.  At the bottom of the page under Company.



Last Edited on: 6/17/10 3:40 PM ET - Total times edited: 1
Date Posted: 6/17/2010 3:49 PM ET
Member Since: 6/1/2010
Posts: 5
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I live alone, but it's entirely possible someone has been a PBS member at this address in the past, it's an apartment.  However, I contacted the company the day it happened (several days ago)  and have received no response, which is why I was questioning it here to see if it was a normal occurance since they were ignoring my e-mail.

Sara

Date Posted: 6/17/2010 4:19 PM ET
Member Since: 6/29/2007
Posts: 17,195
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Sara,

If you sent in Feedback using the Contact Us link at the bottom of the page, you'll be getting an email to the account you used when you signed up.  You will not get a PM from them.  They usually respond within 48 hours.  There should be comment in your credit registry as to why the credits were removed.

Mary

Date Posted: 6/17/2010 4:22 PM ET
Member Since: 8/16/2007
Posts: 15,200
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Sara - did you send an e-mail, or did you send in Feedback? The Feedback system is where you want to send problem questions. If you sent an email via the Contact Us link, those inboxes are not monitored as closely.

As Mary said, if you check your credit registry (click on the blue word credit in the upper right corner)  it will show the reasoning next to the 2 credits being subtracted. But it is most likely that something triggered the multiple account thing. If you have never had an account before and there is no one in your household that has one, then send in Feedback again and they will work with you to figure it out.

Date Posted: 6/17/2010 4:26 PM ET
Member Since: 6/1/2010
Posts: 5
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I sent feedback using the Contact us link on Monday, so it was more than 48 hours ago.  I assumed it would be sent to my e-mail address, as all notifications come to there, and I noted that it would take up to 48 hours, but it's now been 3 days, and at this point I've been looking to purchase credits to go toward books I'd like to take on vacation with me.. but I'm not willing to purchase credits into a black hole..  I just sent them another e-mail.  I went through the credit registry.  What it says is "Requested Book" -1 (so 0) Then "Sender Passed on Request" (still 0) Then "Received Cancelled Request "(-1) for each book.  What I don't understand is -- if it was cancelled, why it was showing up under my account to mark as received (because if it was cancelled it should have disappeared and been passed on to someone else to send), and if that wasn't the case, why has the credit been removed twice for the same book.  It doesn't make sense.

Sara

Date Posted: 6/17/2010 5:22 PM ET
Member Since: 8/16/2007
Posts: 15,200
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Did you happen to go into your Transaction Archive to mark books received? That's what it sounds like to me.

The "passed on request" means that your request was moved on to a new sender, it says 0 because the credit is still being used to get the book from the new sender. The "received cancelled request" means that you marked a book received from your Transaction Archive, not the current transaction on your My Account page (where the credit is held for that book) and an additional credit is given for the transaction you marked received that was no longer active.

You need to be very careful marking books received from your Transaction Archive. You were not under obligation to give those cancelled transactions a credit if you had another copy coming to you from an active request still on your My Account page and you will be out those credits.



Last Edited on: 6/17/10 5:23 PM ET - Total times edited: 2
Date Posted: 6/17/2010 5:35 PM ET
Member Since: 5/1/2007
Posts: 6,559
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Sara,

Did you mark the books received in your transaction archive?  If they were marked received in the transaction archive, that would have been for the "canceled" books which would have given credit to the sender who cancelled.  The request that went to the next sender after the original request was cancelled would still be showing on your account page. 

Does it show -2 credits at the top of the page or was -2 calculated from your credit registry?  If it shows -2 on the top of the page and you didn't mark the books received from the transaction archive, then it sounds like a glitch to me.

Have you checked Club Communications on your "My Account Page" to see if it shows any response to your Feedback?  Sometimes e-mail is blocked as spam, but you can find it in Club Communications.



Last Edited on: 6/17/10 5:44 PM ET - Total times edited: 2
Date Posted: 6/17/2010 5:41 PM ET
Member Since: 5/1/2007
Posts: 6,559
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Melanie beat me to it re: marking from transacton archive.  I think I need a nap if it took me 12 minutes to type up my response and I didn't even notice the "received cancelled request" comment in Sara's post.  LOL

Date Posted: 6/17/2010 5:41 PM ET
Member Since: 6/1/2010
Posts: 5
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I looked into the transaction archive today just to make sure I didn't mess it up somewhere along the line (it's always possible!), and it shows two cancelled transactiions (the first person, I had originally requested both books from the same person) with red Xs.  It also shows two transactions with green checks that say successfully completed that list the 2 separate people that sent the books to me.  It shows -2 at the top of the page.

Sara

Date Posted: 6/17/2010 5:43 PM ET
Member Since: 6/1/2010
Posts: 5
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And now it's fixed :o)  But thank you all for helping me understand reasons why it could be happening.  It seems like it was a glitch in the system... and now I'm off to buy my credits to go shopping for more..

Sara

Date Posted: 6/17/2010 5:45 PM ET
Member Since: 5/1/2007
Posts: 6,559
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Yay!!  I'm glad it was fixed!  smiley

Oh....and welcome to PBS Sara!!!  laugh

Date Posted: 6/17/2010 10:02 PM ET
Member Since: 8/23/2007
Posts: 26,510
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People have had problems before when living in an apartment or dorm room or multi-family type dwelling where the ISP address makes the PBS computer think it's a duplicate account.  So it could be that your email to them caused them to correct it after doing some investigation and they just didn't send you an email.