Originally Posted by signupdamnit

Here's what I dislike about this most of all. The guy has been waiting for months to get a working account, has contacted the staff multiple times and has been fairly patient. On top of all that he gets over a hundred dollars worth of extra charges on his card.

So what happens? He gets talked down to and chastised as if he is some little kid for "taking the matter to the boards". Look, I'm glad he did. It lets other people know what is going on. Personally I would have given you one screwup and a week or two to fix it before doing this. He has given you many chances already and has been more than patient. Don't talk down to him as if he's just some asshole looking to damage your business. Save that crap, solve the problem, apologize, and go from there. Usually you guys are very professional and that's been one of your strengths but this one just rubbed me the wrong way. Usually when people "blame the customer" it's a very bad sign unless it's clearly the customer's fault. Same for playing the "sweep it under the rug" game. You guys messed up. Admit it and apologize if that's the case. Don't wave your finger at him and tell him he's been a bad boy for calling you out on the forums. Every company and person makes mistakes. But it's how you handle it that matters more.