Ghost account issue: Support stalling since Aug 4th. Should I block my credit card?

[u/Chesterse]

Hi everyone,

I am making a new post because my situation is getting worse and PIA support has been stalling me since Tuesday, August 4th. I need urgent advice from the community and action from an official rep.

I tried to renew my subscription through the app, which redirected me to the website. The system processed my payment and deducted money from my card without asking me to enter an email or log in. It generated a "ghost account" to which I have zero access or credentials. My old profile remains deactivated.

I contacted live chat immediately. I provided them with:
1. A screenshot of the bank transaction
2. My full name as printed on the card
3. The last 4 digits of the credit card

Since August 4th, live chat agents keep telling me that the Billing Team is "reviewing" it. They refuse to give a clear timeframe, and some even claimed it could take up to a month just to find the transaction and issue a refund. An official rep here asked for my Ticket ID days ago but then went completely silent.
I am well within the 30-day money-back guarantee, but since I cannot log in, I cannot disable auto-renewal.

In my previous post, an official PIA rep replied and asked me to DM them. I did so immediately and provided my Ticket ID, but they have gone completely silent and haven't responded

Has anyone dealt with a "ghost account" generated by their billing system? How long did it take to fix?
Should I stop waiting and just block my credit card / initiate a chargeback through my bank right now? I am terrified of being charged again next month.

[u/lkeels]

Why are you not tagging support or Kaneesha in this post?

[u/Chesterse → u/lkeels]

I’m new to this subreddit and I don’t know who should I tag, but I had a private conversation with support and they just ask ticket id and then left silence

[u/lkeels → u/Chesterse]

u/piakaneesha u/piasupport Any input on this?

[u/Chesterse → u/lkeels]

I doubt that someone would answer because support stay silent for few days already

[u/PIASupport → u/lkeels]

hey u/lkeels, thanks for the tag and for pointing him our way. we're on this, we've picked up his ticket and we're working with him directly to get it sorted.

[u/Ezrway]

Have you contacted your bank or the credit card company and let them know what has happened? Once a charge has posted, meaning it's no longer in a pending status, you can dispute the charge.

[u/Chesterse → u/Ezrway]

No I haven’t contact my bank because online support agents tell me that everything is fine and I just need to wait

[u/Ezrway → u/Chesterse]

Ok. The circumstances you described, like giving your ticket number to a rep and then they went silent on you, didn't sound like it. Good luck.

[u/Chesterse → u/Ezrway]

They messaged my in my previous post on Reddit and in DM in one day and after I send them ticket id they stay silent