i got a huge problem with getting my problem resolved by costumer support.

Volla

Amazing game i have to say in so many ways.
so amazing in fact that i cant even pay the game to play.

So its a week now. And i still cant pay.

I tried with my card.
Called the bank - fixed the thing i need "should be fixed"
Tried my Credit card - don't work.
Tried pay pal .. they accepted my card. no problem
Payed with pay pal - not working.

Its over 600kr thats on the list for being sen't back to my bank account.
The first 400+ kr is 5 days ago. And i still didn't got them back.

I gonna give them a week , if its not resolved by then. i'm out.

In fact if i cant pay the game to play
why did i bought the game in the first place?

A player here getting really tired of this simple problem.

" just one tough't " - To mix the account name with card holder name is really stupid. that means to pay with my wife's card for example i have to change the account owner. Don't mix Account name and payment with each other.

//cheers
Volla

super good game but support sucks really bad.

if support see this please make something happens asap.

Auric_ESO

did you open a ticket? if so put your ticket number in your original post, otherwise I dont think the posing on this forum can help you. If you dont have one put in a ticket or better yet, call them.

Volla

been asking for calls. sent emails. talked to person. then sened back the issue was resolved. well its not :P start to wonder if they even know what they are doing over there.. the guy i talked to in the phone talk so blurry i ad so hard time to understand him. really weird.

140516-021104. thats the issue number any way

or these phone - 140511-053321

Email -140511-054428.

The requested URL was rejected. Please consult with your administrator.

Your support ID is: 17143531931025967887

Second Email — 140511-055140.

third mail -

Second phone - 140512-007910.

third phone call - 140512-044942.
4th phone call - 140512-049215.

5th phone call - 140513-012740.

Forums

140514-010590.


hope you believe me now :P

Auric_ESO

its not belief, I was trying to help you. If you post in the forums the csr people will jsut ask for your ticket number and if you dont put it I dont know what they can do for you.

Taleof2Cities

Well, the forum mods can't say you haven't done your due diligence, can they ...

Volla

Auric. no worries. didn't took it bad. i'm extremely upset now.
The guy i talked with on the phone said that they had problems with visa and mastercard, they recomend you to use pay pal. should work. it don't work.

i think they banned my card number.
well im not trying more for awhile now until i get mail that they confirmed that its all ok and i got my money back.

buy the collectors and then not been able to pay with a simple mastercard.
that feels like fraud to me.

Epona222

Volla wrote: »

" just one tough't " - To mix the account name with card holder name is really stupid. that means to pay with my wife's card for example i have to change the account owner. Don't mix Account name and payment with each other.

Are you sure that is the issue? Because my game account is in my name, but my husband bought me the game for my birthday (I already had a beta account under my own name and he paid for a purchase on my account with his credit card just fine) and paid for 3 months sub on his credit card - which is in his name, and it all went through no problem.

EDIT: I'm not doubting that you have had a problem, because a lot of people have, just thinking it's not because of different names on the account and on the credit card, but some other glitch.

Volla

that means hes the account holder not you as long he has hes name there.

Its like you writing a contract saying this house belongs to me. but if i'm gonna pay my electric bill with my friends card for example i have to change owner of the house to make the payment.

World of warcraft didn't mix it. Nether Daoc, Swotr, SWG, EvE online or other stuff like Steam. payment is payment. and account is account.
they don't mix payment with account owner.

if you payed with visa or mastercard with another card than your own you have to change the name of the account in order to get the right name of the card.
check your account and you will see.

Loxy37

If I remember you had the issue at the same time as me, around may the 9th? I am still £60 down but I managed to get one of the payments to go through. Now my money is in limbo with neither Zenimax or My bank admitting that they have made a mistake. At this point, regardless of if I love the game or not. If I don't have my mony back by next billing then I will let it lapse as I'm not going through this ever month.

Volla

its probably not the issue why y payment failed. i think i know what the problem was and its resolved from my side, but the costumer support still didn't manage to fix it.

Epona222

Volla wrote: »

that means hes the account holder not you as long he has hes name there.

Its like you writing a contract saying this house belongs to me. but if i'm gonna pay my electric bill with my friends card for example i have to change owner of the house to make the payment.

World of warcraft didn't mix it. Nether Daoc, Swotr, SWG, EvE online or other stuff like Steam. payment is payment. and account is account.
they don't mix payment with account owner.

if you payed with visa or mastercard with another card than your own you have to change the name of the account in order to get the right name of the card.
check your account and you will see.

Good job for me he has no interest in ESO then I guess!

I think I'm going to get a game card when it's next up for renewal, really not happy about any cc details being stored on my account at the moment.

EDIT:
Actually I just checked, and my account is in MY name, not the name on the credit card used to pay for the sub.

Ikumarbeh

Volla wrote: »

...
" just one tough't " - To mix the account name with card holder name is really stupid. that means to pay with my wife's card for example i have to change the account owner. Don't mix Account name and payment with each other.
...

This! ^ FFS! +10000

Loxy37 wrote: »

If I remember you had the issue at the same time as me, around may the 9th? I am still £60 down but I managed to get one of the payments to go through. Now my money is in limbo with neither Zenimax or My bank admitting that they have made a mistake. At this point, regardless of if I love the game or not. If I don't have my mony back by next billing then I will let it lapse as I'm not going through this ever month.

Same here Loxy - started just about the 9th of May. Heres my thread also. Its absurd!

When my 3 days are over I just wont sub again. Its all over. The repetitiveness after reaching V1 is killing me also and now is the perfect time to go away, for I too dont want to deal with that *** subscription plan and dont want to have any relations with the ESO-System whatsoever unless there are major changes in Company policies.

Ikumarbeh

Epona222 wrote: »

...

EDIT:
Actually I just checked, and my account is in MY name, not the name on the credit card used to pay for the sub.

This makes me SO MAD! Because that was the first thing they told me to do - change my acc name so it matches the card-holder name! I bet they are just sitting on their asses after that trying to forget the matter, while Customer Support get all the negativism for being mediators between us and the higher authority that is responsible for the problem to begin with!

Epona222

Ikumarbeh wrote: »

Epona222 wrote: »

...

EDIT:
Actually I just checked, and my account is in MY name, not the name on the credit card used to pay for the sub.

This makes me SO MAD! Because that was the first thing they told me to do - change my acc name so it matches the card-holder name! I bet they are just sitting on their asses after that trying to forget the matter, while Customer Support get all the negativism for being mediators between us and the higher authorit that is responsible for the problem to begin with!

I use my husband's surname (my maiden name involves spelling it to everyone and everyone still getting it wrong, it's not a very common name and it was kind of a relief to have an excuse to change it to something I didn't need to spell out several times to everyone), but the first names are obviously different. It is definitely my name - first name and surname - on my account. The credit card used was my in my husband's name - same surname, but different first name. It worked without any issues, and my account is still showing my name, not his.

Stratti

Had the same problem
They still have my $15 it still hasnt cleared our bounced back (limbo now)
I bought a game card
Win!
I'll get my money back eventually
Can play though

Leeta

Ikumarbeh wrote: »

Volla wrote: »

...
" just one tough't " - To mix the account name with card holder name is really stupid. that means to pay with my wife's card for example i have to change the account owner. Don't mix Account name and payment with each other.
...

This! ^ FFS! +10000

Loxy37 wrote: »

If I remember you had the issue at the same time as me, around may the 9th? I am still £60 down but I managed to get one of the payments to go through. Now my money is in limbo with neither Zenimax or My bank admitting that they have made a mistake. At this point, regardless of if I love the game or not. If I don't have my mony back by next billing then I will let it lapse as I'm not going through this ever month.

Same here Loxy - started just about the 9th of May. Heres my thread also. Its absurd!

When my 3 days are over I just wont sub again. Its all over. The repetitiveness after reaching V1 is killing me also and now is the perfect time to go away, for I too dont want to deal with that *** subscription plan and dont want to have any relations with the ESO-System whatsoever unless there are major changes in Company policies.

Thats what i though, that i wont sub after my free days was over cause it was a hassle but when i checked my account on the 6th day they had taken money from me and my sub was active! They actually took money from me again on the 15th without my permition and just like magic the sub all of the sudden had went through. I do not wish to sub and im waiting for CS to contact me back...
So check your account after your 3 days so they dont do the same thing to you

Ikumarbeh

Leeta wrote: »

Ikumarbeh wrote: »

Volla wrote: »

...
" just one tough't " - To mix the account name with card holder name is really stupid. that means to pay with my wife's card for example i have to change the account owner. Don't mix Account name and payment with each other.
...

This! ^ FFS! +10000

Loxy37 wrote: »

If I remember you had the issue at the same time as me, around may the 9th? I am still £60 down but I managed to get one of the payments to go through. Now my money is in limbo with neither Zenimax or My bank admitting that they have made a mistake. At this point, regardless of if I love the game or not. If I don't have my mony back by next billing then I will let it lapse as I'm not going through this ever month.

Same here Loxy - started just about the 9th of May. Heres my thread also. Its absurd!

When my 3 days are over I just wont sub again. Its all over. The repetitiveness after reaching V1 is killing me also and now is the perfect time to go away, for I too dont want to deal with that *** subscription plan and dont want to have any relations with the ESO-System whatsoever unless there are major changes in Company policies.

Thats what i though, that i wont sub after my free days was over cause it was a hassle but when i checked my account on the 6th day they had taken money from me and my sub was active! They actually took money from me again on the 15th without my permition and just like magic the sub all of the sudden had went through. I do not wish to sub and im waiting for CS to contact me back...
So check your account after your 3 days so they dont do the same thing to you

OMG! o.o Thank you very much!

Phinix1

Volla wrote: »

i got a huge problem with getting my problem resolved by costumer support.

Did you let them take your measurements? Have you checked your inventory to see if you still have the item? The icon looks like this:



If you are still having problems, give costumer support a little more time to respond. I hear they have been backed up with refitting requests after the last patch.

magickats242cub18_ESO

I don't think that the name on the CC and the name of the account holder matters, I am using my husband's card, and it's on his name. My account is under my name, still using my maiden name. One thing I noticed was when I was setting up my account, I was using Firefox and I had trouble using hubby's CC. It gave me that error that there was a problem with the billing address/info.

I switched to Chrome, tried to set up the account again, and it went through ok without issues. So I am thinking that Firefox (I had NoScript installed) was screwing up the system somehow.

Volla

Firefox actually is one of the worst browsers out there these days
or the layout of the payment is so bad that i just don't get the idea behind the design.

Volla

AlienDiplomat wrote: »

Volla wrote: »

i got a huge problem with getting my problem resolved by costumer support.

Did you let them take your measurements? Have you checked your inventory to see if you still have the item? The icon looks like this:



If you are still having problems, give costumer support a little more time to respond. I hear they have been backed up with refitting requests after the last patch.

What? explain.... measurements, is ? what ? were? how? and why ?

Volla

the account name should have NOTHING to do with the card holder name. its not relative to each other. i really think they break a law of ownership or something here.

Volla

ofc you can always change back the name of the account after payment. but still its an issue maybe need to be overlooked asap.

Atreidus

so you tryed it an an other browser? Problem with your payment means not that it is the name :P. Can also be an bugged browser.

Volla

yes i did not the problem. they blocked my card number. i don't even know if they can unblock it. or i need a new one.

i just don't get how you create a game but you don't look into the payment part in depth so you don't have problems. maybe they have to much security so ppl cant pay. apparently you have to have lots of stuff activated on your card.

My bank says al looks super green from my side. its Zenisux that have to fix it from there part now.

Atreidus

But then there shouldnt be missing money at your credit card. They just dont accept some kind of cards from specific countrys i guess. Did you checked your bills if it is realy booked from your credit card? If yes: It is definatliy Zenimax Problem now. If no it is Zenimax problem now to.

Atreidus

https://www.paypal.com/webapps/mpp/country-worldwide
Here the countrys which are supported by paypal.
Idk which countrys Zemimax is supporting.

Phinix1

Volla wrote: »

AlienDiplomat wrote: »

Volla wrote: »

i got a huge problem with getting my problem resolved by costumer support.

Did you let them take your measurements? Have you checked your inventory to see if you still have the item? The icon looks like this:



If you are still having problems, give costumer support a little more time to respond. I hear they have been backed up with refitting requests after the last patch.

What? explain.... measurements, is ? what ? were? how? and why ?

Just trying to inject a little harmless good fun. I noticed you spelled it "costumer" service, as in costume. A tailor will take measurements of your height, waist, chest, arm/leg length, etc. to size you up for a costume. The icon is the in-game icon used for all the disguise costumes.

Just being an ass, really. I hope you get your problem solved.

tipper709ub17_ESO

I believe that this is the other shoe dropping so to speak. Their processing account setup from the start was goofy when charging full amounts for a simple card verification authorization. This issue and many others of late in the forums is part two of something really wrong with their processing account setup.

Money going through paypal is a separate processing channel. From what the OP has shared, it seems that the multiple processor accounts is still problematic and forces a player to jump through hoops to give the company money. I had a post about having never worked so hard to give a company money at launch and its still going on for people.

I really hope you get this sorted out soon. It's the only indication we'll ever get that they are getting their act together.

Loxy37

Yeah I'm with you guys/gals. It has to be the worse run mmo that I think I have come across and I've played virtually them all with the exception of GW2. Trouble is with companies these days, they sub let their billing and other departments, they sub let to the lowest bidder which means usually India and that means they pay peanuts, what happens when you pay peanuts, you get monkeys! Some of their method like asking sensitive info in emails, account name has to be the same as billing are just so plainly wrong that even a child could tell you how flawed their systems are.

Ikumarbeh

magickats242cub18_ESO wrote: »

I don't think that the name on the CC and the name of the account holder matters, I am using my husband's card, and it's on his name. My account is under my name, still using my maiden name. One thing I noticed was when I was setting up my account, I was using Firefox and I had trouble using hubby's CC. It gave me that error that there was a problem with the billing address/info.

I switched to Chrome, tried to set up the account again, and it went through ok without issues. So I am thinking that Firefox (I had NoScript installed) was screwing up the system somehow.

Yeah. Tell that to the Geniuses Staff.