Well, I’m going to try here since they don’t respond to my emails. I’ve created three support cases, but none of them were answered, and I was never told why my account was closed. I have one idea: my former workplace paid for a one-year subscription, and I forgot to remove their card. Since I no longer work there, they naturally denied the payment for the next subscription. That’s the only reason I can think of for why my account was closed. But why don’t they respond to my support cases or emails? And why can’t I get my account reopened over such a small mistake? As soon as I get my account back with all my books, I’ll gladly pay for a new subscription with my own card, because I really used this account alot.

but in this case they didn't respond in over 20 days :(

No one in the forums can help you. Check your spam/junk folder, they may have responded. Failing that, go to your ticket and send a reply to your initial ticket

yes 4676594 They never sent me an email saying my account was scheduled to be deleted. I don’t know why they deleted it, and I’m furious that I lost seven books on that account. They won’t even answer me about why or how they just deleted it without telling me anything.

it is UtomeDK 

I just can't understand if someone who paid with a credit card has filed an objection because the card wasn't removed that that's enough to be able to delete my account and all my books.

without even sending me an email or anything

They responded to my support case after 25 days that it had been deleted and there was nothing they could do to get it back. Of course I wrote back to ask for an explanation, but this is now almost 25 days ago.

After four months, they finally admitted—on October 7—that they had made a mistake by deleting my account and said they wanted to restore my books to a new account. In the meantime, of course I had to buy new books, because who can play D&D for four months without them? I provided them with my new account so they could at least restore the books I didn’t repurchase, and I even asked whether they could offer a few coupon codes so I could replace the books I now have double copies of.

It has now been a month and a half since that message. I’ve replied to them three times, and they don’t even bother to respond. They’re simply ignoring me again. Honestly, I wish there were another company that could compete with D&D Beyond—someplace where you can actually own your books—because this support is terrible, and they are unbelievably unreliable.

I don’t even care anymore that they deleted my books; mistakes happen. But admitting it was their error, promising on October 7 to reinstate my books, and then going completely silent again? It’s unbelievable that a business can operate like this and be allowed to continue with this level of support.

Is there truly no end to the incompetence at D&D Beyond? Instead of reinstating my original books and refunding the duplicates, you deleted everything. Now I am expected to wait two to five business days for my own money to return so I can repurchase the books you removed. I am absolutely furious—beyond anything I can reasonably describe.

I already spent months dealing with support, and I cannot believe how something this simple has once again been mishandled. Reinstate the books that were deleted when transferring them from my old account to my new one. Do not touch anything else on my account. Refund any duplicates and restore the rest immediately.

All I can tell you from people I know who have had issues with other online properties (games mostly) is that thier final solution is the most common one.  It obviously isn't to your liking but clearing the slate, refunding your money and starting over is (at least for them) the simpler and easier route to take.  There are tools for what they are doing, adding and subtracting items manually takes time and manpower, and opens the door to more errors.  

I hope things work out for you here.  

I wonder if perhaps your previous employer reported the transaction as fraud or something, generally stated if your CC is declined for a subscription they just end the subscription leaving you at the free level.  I wouldn't think it would even have been a chargeback issue really.

Happier Holidays!

The problem is that they deleted my new books on my new account, and they still haven’t refunded me for the old books I lost. Every time I reply to their support emails, it’s like they don’t even read them, and I get no response. I don’t know if something in the system is broken or what, but it feels like they never actually read my emails when I respond to support cases. And now they’ve deleted all my new books, and I need them tomorrow. So now I have to repurchase them yet again because they didn’t actually solve the issue.

Happier Holidays!

Just to clarify, you have now bought two sets of books, they were deleted and you haven't received a refund for either set of books?

If that's the case I think I would just miss a session before spending any more money from my pocket.  Once it's resolved, sure.  But not yet.

Best of luck with it!

the second time they deleted books they refunded me on PayPal but that will take 7 days to get back and there is no way we're going to miss a session it's the startup session we're playing once a month and starting a brand new adventure tomorrow and so far the support case from the first account has been dragging on for over half a year so I think I may just take the Lost of $300 of books and just purchase new books now and hopefully they can keep their Filthy Hands out of my account in the near future.

Gotcha.  I hope the campaign goes well!  My group has been playing mostly weekly for years now.  A few of us have played together off and on since about 1987.