Complain About Tencent Video - File a Complaint Today

Getting in touch with Tencent Video feels like sending a message in a bottle. Since they don't offer straightforward phone or live chat support for US customers, you have to be strategic. Here are the most reliable, or least unreliable, ways to make contact.

Honestly, waiting for a reply feels like a test of patience. It's almost always longer than you'd hope.

• Keep your message short and to the point. Support staff may not be native English speakers.
• Always include your User ID, the email you signed up with, and the date of the problem.
• Use a clear subject line like "Billing Error on Account" or "Cancellation Issue."
• Attach screenshots of the error, charge, or cancellation confirmation. Proof is everything.

If Tencent Video is giving you the silent treatment, it's time to escalate. Your best move isn't a regulatory body, since they're an international company. It's your bank.

File a Credit Card Chargeback

This is your most powerful tool. If you were charged incorrectly or for a service you canceled, contact your credit card company (Visa, Mastercard, Amex) or bank and request a chargeback. Explain that the merchant is unresponsive and you have already tried to resolve it with them. A chargeback directly reverses the payment. This usually gets a company's attention, but be prepared for them to potentially close your account.

Complain to the Better Business Bureau (BBB)

The BBB works, but prepare to wait. While Tencent is not based in the US, filing a complaint can sometimes trigger a response from their US-facing operations. It creates a public record of your issue, which companies prefer to avoid. You'll need to provide documentation, and the process can take several weeks.

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my account. This is my second attempt to get help after my initial message on [[Date]] went unanswered.

On [[Date of charge]], my card was charged [[$Amount]] for a subscription renewal that I had already canceled on [[Date of cancellation]]. Frankly, having to chase this down and spend my time correcting your company's billing error has been incredibly frustrating.

To resolve this, I need you to process a full refund of [[$Amount]] to my original payment method immediately. I have attached a screenshot of the charge and my cancellation confirmation for your reference.

Please be aware that if this is not resolved and the refund is not confirmed within the next 48 hours, my next step will be to file a formal chargeback with my credit card company for services not rendered.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Mention the word "Chargeback." This is a keyword. Automated systems and support reps are often trained to escalate tickets that contain words like "chargeback," "dispute," or "bank."
• Keep it simple. One user on Reddit mentioned they got a faster response after re-writing their long, angry email into three simple sentences. Complex English can get lost in translation.
• Try at a different time of day. If you're emailing, consider business hours in their primary region (China Standard Time). You might get a quicker look from a support team that's just starting their day.

Tired of sending emails into the void at Tencent Video and getting robotic, unhelpful replies back? Or worse, no reply at all. Sound familiar? It's exhausting trying to fight a company that seems designed to ignore you. Pine AI handles the persistent follow-ups and annoying back-and-forth on your behalf. We use the right language to get their attention and manage the entire complaint process so you don't have to. No more checking your inbox every five minutes for a resolution that never comes. Total lifesaver.