Isnt it illegal to charge me for a sub i didnt sign up myself?

Leeta

On the 9th i was logged on playing away and during that time i got kicked and it said i had to set up a subscription plan. Odd i thought since i thought that would happen automatically after the 30 days was up.
Well i went into my account and set up a sub plan, got my success mail saying my sub was set up and i could go play. Tried to log on but no, didnt work. Got another mail saying the payment failed and i had to try again to set up a plan. I thought hmm weird and checked my account and sure enough i had more than enough money to pay for several subs if i wanted to.

So i sent a ticket but didnt hear anything from CS all day. I checked the forums and saw that more people had this problem so i thought well then they will probably fix this soon enough so people can play. Didnt hear anything from CS til the day after where they told me to try sub again and contact my bank. I didnt try sub again but i contacted the bank which said its on ZoS end so i mailed them back.

I think all day went to mailing them back and forth and they couldnt help me then finally the guy gave me 5 days game time. At that point i didnt even feel like playing. When it comes to businesses who wants my money but make it such a hassle i get really turned off. So i didnt play and thought i wont ever subscribe to this game (even though i loved it) and i sent a mail to CS saying i do not wish to subscribe and explained why.

On the 14th i hadnt heard anything from them so i thought ok screw it im sure ill get the money back or at least the auth check so i didnt worry more about it cause really, it took way to much energy from me. Checked my account last time and saw there were 1 day left on my 5 days.

On the 15th i checked my email and i was really shocked to see that i had a Subscription success mail?! I checked my bank and sure enough, on the 15th they had charged another 109sek from me out of the blue! Without me setting up a sub plan or telling them to set up a sub plan, they just took it upon themselves and took money from me. And how come the payment worked now, without any problems?

Is that really legal?!
And to top it off THIS is the response i get from CS:


This one has read all of your emails and understands your frustration and would like to let you know that you can cancel your subscription by going to the manage account page. This one will close out all your tickets and handle this one personally. While she cannot compensate you with anything at this moment she will try her best to answer any questions her Prince desires.

Thank you for your continued interest and support!

Warm Regards,
Precious P.
The Elder Scrolls Online Team

I went and cancelled the subscription YOU started without my permission the moment i saw it so what kind of answer is that?

ZoS i demand a real answer and i demand that you solve this issue and give me my money back you took the 15th without my permission! I dont ever want to subscribe to a game that has the shady payments situation you do. I never thought i was going to make a thread like this...

Incident: 140514-006156

Also im not a prince, im a princess.....Precious P. idiot...

GossiTheDog

Tip to ZOS - stop answering legal queries in role play mode. It's totally unprofessional.

ZOS_HugoP

Greetings Leeta,

We are sorry to hear that you encounter such issues with your subscription. We have forwarded your issue, and our Customer Support Team will get back to you as soon as they can.

Thank you!

ShintaiDK

Unfortunately we only hear half the story and it tends to be sided.

Anyway, when you make a subscription , preorder or anything with any type of transaction. Be it games, clothes, hardware, whatever. What happens is you make a payment ticket that just waits. The amount gets garanteed from the bank that you can pay. If the transaction is success, (product shipped, subscription up etc). Then the ticket amount will be drawn from your account.

This is entirely normal behaviour. And I dont see anything wrong as such.

Leeta

ShintaiDK wrote: »

Unfortunately we only hear half the story and it tends to be sided.

Anyway, when you make a subscription , preorder or anything with any type of transaction. Be it games, clothes, hardware, whatever. What happens is you make a payment ticket that just waits. The amount gets garanteed from the bank that you can pay. If the transaction is success, (product shipped, subscription up etc). Then the ticket amount will be drawn from your account.

This is entirely normal behaviour. And I dont see anything wrong as such.

Obviously you didnt read since thats not what this issue is about at all...

clees42

The way i see it is that you set up sub and the payment failed, but you still set it up.
I would consider it normal for the system to retry if you dont cancel it.
did you cancel it?

Ikumarbeh

ShintaiDK wrote: »

Unfortunately we only hear half the story and it tends to be sided.

Anyway, when you make a subscription , preorder or anything with any type of transaction. Be it games, clothes, hardware, whatever. What happens is you make a payment ticket that just waits. The amount gets garanteed from the bank that you can pay. If the transaction is success, (product shipped, subscription up etc). Then the ticket amount will be drawn from your account.

This is entirely normal behaviour. And I dont see anything wrong as such.

Have you even tried to see the problem we are discussing?

Leeta

clees42 wrote: »

The way i see it is that you set up sub and the payment failed, but you still set it up.
I would consider it normal for the system to retry if you dont cancel it.
did you cancel it?

No, i set it up on the 9th, it didnt work, CS asked me to let them know after many back and forths if i still wanted to sub, i said no. That was on the 10th and my 5 days free were gonna run out. On the 15th they had taken money and activated my sub without my knowledge. Read what i write and if you dont feel like it then dont throw in random answers here since they arent relevant to this issue.

Rhoric

The thing is from how I read it. The subscription was setup but had failed to process the payment properly. When they gave you the 5 free days, at the end of those days the system tried again to process the payment and this time it worked. The info for the subscription plan you picked was still there as you had not canceled it. unless you remove the subscription plan, it will continue to bill you on the day it should.

Leeta

Well at last a reasonably sane email:


I'm really sorry to receive such an unpleased email from you. After viewing the previous contacts made I can totally understand your frustration. You are right to be upset and I would like to apologize in the name of the Elder Scrolls Online Team that our customer service did not solve your problem faster.

From the previous contacts I could confirm that the refund request was already sent to our billing department. I left an urgency note on that case already transferred, so don't worry as they will get back to you soon. If you need to further contact us, please reply to message 140514-006156. The present one will be closed to avoid further confusion.


"Seek adventure for the rest of your life, and you will be guided by the Divines".

Step lightly in the forest, friend.
Helena
The Elder Scrolls Online Team

Thanks for that at least. Gives me some hope

Leeta

Rhoric wrote: »

The thing is from how I read it. The subscription was setup but had failed to process the payment properly. When they gave you the 5 free days, at the end of those days the system tried again to process the payment and this time it worked. The info for the subscription plan you picked was still there as you had not canceled it. unless you remove the subscription plan, it will continue to bill you on the day it should.

Yes exactly, just that i have mails where i already told them i do not wish to continue subscribing after those 5 days because they specifically asked me if i did. And there was no subscription plan at all since it didnt go through thats why they had to asked if i wanted one or not.

SaibotLiu

GossiTheDog wrote: »

Tip to ZOS - stop answering legal queries in role play mode. It's totally unprofessional.

lol Legal enquiry. Its a technical billing issue mate, calm yourself.

PharmaChief

This issue with credit card billing seems to be very big judging from the amount of people complaining on the forum. I can understand bugs and bots but a credit card billing bug is beyond any excuse. ZOS you need to sort this out yesterday
(if not yesterday then at least please in the next 65 days because by then i may have to renew my subscription... )

ThePonzzz

SaibotLiu wrote: »

GossiTheDog wrote: »

Tip to ZOS - stop answering legal queries in role play mode. It's totally unprofessional.

lol Legal enquiry. Its a technical billing issue mate, calm yourself.

Still, the in-character technical support emails are a little odd. I've had a few that were more on the frustrating side than on the cute side.

Ikumarbeh

ThePonzzz wrote: »

SaibotLiu wrote: »

GossiTheDog wrote: »

Tip to ZOS - stop answering legal queries in role play mode. It's totally unprofessional.

lol Legal enquiry. Its a technical billing issue mate, calm yourself.

Still, the in-character technical support emails are a little odd. I've had a few that were more on the frustrating side than on the cute side.

I have worked jobs involved in some PR action before. I bet they are encouraged to respond in such a manner by their superiors, even if they find it awkward.
Frior, Sage and the other clowns also respond in such a manner every now and then, which is telling to me.

Imo ZOS totaly failed with customer relations. They just try to take you to the zoo, cos children and *** like the zoo.

YourNameHere

I'd rather just have normal words and not role play in customer service tickets.

Kinda like going to a renissance faire and you ask a serious question and the person gives you some malarky in 'ye olde English' instead of telling it like it is. (FYI I love those faires, just best analogy I could come up with)

One thing I miss about SoE CS, they might be slow but heck they spoke normally.

Seriously Zenimax, with really important things like this, drop the cute e-mail replies and just write normal responses. Otherwise it causes more anger and confusion that help.

Amfijakerwb17_ESO

Responding with roleplay is pretty awkward. The charging on your account might be cause by humand error though and horrible simplification of customer requests.

thegamekittenub17_ESO

I am sorry OP that you had this issue. I fear when I get ready to finally cancel my sub and uninstall ESO there will be the same issues a few months down the line. Seems companies these days forget the customers money is precious to them and just as important as the companies' money.

I have rped in MMOs and even long ago in yahoo chat (I'm talking MANY years ago). Rp is fine when it is a hobby or it is a game.

I was put off on the RP customer service responses, because it looks like our tickets are a game to them and they amuse them. But that is me and my view on the world.

When I have a problem, I want to be taken seriously no matter the company I'm paying for a service. A problem isn't a game, hobby, or remotely amusing when it is something I'm paying for.

Catflinger

thegamekittenub17_ESO wrote: »

I was put off on the RP customer service responses, because it looks like our tickets are a game to them and they amuse them. But that is me and my view on the world.

When I have a problem, I want to be taken seriously no matter the company I'm paying for a service. A problem isn't a game, hobby, or remotely amusing when it is something I'm paying for.

I left this feedback in the beta, and I would hazard a guess that others did as well, but of course, it was ignored. God knows what socially tone-deaf higher-up came up with this idea and insisted on it, but it really is condescending -- and having worked in customer service myself, I'm sure that the reps hate doing it just as much as we dislike being spoken to in that way.

thegamekittenub17_ESO

Catflinger wrote: »

thegamekittenub17_ESO wrote: »

I was put off on the RP customer service responses, because it looks like our tickets are a game to them and they amuse them. But that is me and my view on the world.

When I have a problem, I want to be taken seriously no matter the company I'm paying for a service. A problem isn't a game, hobby, or remotely amusing when it is something I'm paying for.

I left this feedback in the beta, and I would hazard a guess that others did as well, but of course, it was ignored. God knows what socially tone-deaf higher-up came up with this idea and insisted on it, but it really is condescending -- and having worked in customer service myself, I'm sure that the reps hate doing it just as much as we dislike being spoken to in that way.

It is condescending and I am sure some of the reps do dislike it. Customer Service (at least my college courses and working 40 some years with people a lot in customer service) should be handled professionally. My fiancé switched jobs in the computer company he works for, he now builds computers and does tech problems also. Just imagine if he spoke in a manner like this ( any way that belittles his customers, not speaking exactly RP style). People drive over 200 miles to get to his company because it is well spoken about (and yes there are other companies within their reach without the gas mileage).

The point is the OP's tickets should of been addressed professionally and not like some game. When I receive answers that are copy and pasted, totally not about my problem or a RP response to a problem I have, I feel like I'm not being taken seriously and they don't care about the issue in general.