Seven day suspension because your finance system is terrible

nihon.hallub17_ESO

For you CS people to actually look at the paper trail, here is my incident number: #140522-013749.

It's been almost 24 hours with no response since a "Brian" told me that he was escalating my suspension appeal. I've tried contacting him to find out what the status was of my appeal and still no reply from him.

The gist of it is that your finance system charged me for $77.94 (plus two other authorization charges of $77.94) rather than what I wanted: a monthly subscription plan. After resolving this issue and being refunded the $77.94, I was able to subscribe for a monthly plan. But now, after patch 1.1.2, your system is flagging my account as trying to dupe you because I was refunded the $77.94 by your company.

After explaining my situation numerous times to Brian and a phone agent (who was way more helpful than Brian was), he said that my suspension was due to a chargeback request with my bank (I hadn't requested one). I contacted my bank just to make sure they didn't make one in error or the fraud alert had gone off. I explained that Brian was wrong about the chargeback request and then he tried to tell me that I did not have an active subscription... even though I had been charged for $14.99 for the monthly subscription plan. Once again, I had to explain to Brian that he was wrong and finally he said my issue was being escalated.

So here we are, a day after first contacting customer support and I still can't login to play or even login to my account on your website due to an unjust suspension by a faulty transaction system. I'd like to get an answer on why I'm paying for a game that suspends me unjustly.

Dev

maybe your bank read the reviews for the game and has a strict customer protection policy to prevent bait & switch?

nihon.hallub17_ESO

I'm going to try to make sense of your comment and respond with: "Maybe read my post and see that I already contacted my bank."

Thorntongue

That's what happens when you deal with morons. Too bad you'll get shafted in the end.

mike.crewsb14_ESO

Charging my ESO subscription to my CC caused the CC company to send me a foreign transaction alert. ESO support told me I should use a credit card from my home country to avoid the alert. I'm in the US and used a US card.

Yep, they are that stupid.

ZharaX

Don't even bother to get too exited, AS IS, money is better spent elsewhere...

Evergnar

Sorry for your frustration. Their billing system is a mess. Many including myself had similar problems. Double funds were put in limbo for days and weeks while still being declined access to the game or our funds. I finally had to get a time card instead.

First have you double checked that your funds were actually withdrawn and are not just pending/unavailable or on hold? Call your cc company to be sure (maybe you've already done this).

I would then suggest you try the CS callback number again. Tell the CS person the whole story again and that you'll send them proof via email of your purchase or the problem and that until they get it officially resolved you would appreciate access to the game for a few days.

The most hassle free way I found was just to get a time card but I had a really hard time forcing myself to pull the trigger for it. Never seen a company (especially game) have such billing issues and then ironically only sell time cards for 2 months rather than 1.

Catsocks

@ZOS_GinaBruno @ZOS_JessicaFolsom‌ @ZOS_TristanK‌

Can you possibly help my bro out?

nihon.hallub17_ESO

Yes, my funds were definitely withdrawn. I've tried calling but I'm not going to sit on hold for hours just to be told that they can't help and can't transfer me to any department (this happened twice). I was told by their agents I would have to wait for them to call me which I'm still waiting on.

Faturochman13

what happened, first my sister 8 hours ago exposed suspension, now everything is exposed here there are 4 accounts suspended

dcincali

Don't worry, 100's of people got suspended a few weeks after launch do to an inside error in fighting bots.. The forums blew up, I'm sure there are posts still around from it. At first they said they did nothing wrong, everyone that was suspended was either duping or botting then they realized that wasn't the case. You'll get your accounts back.

nihon.hallub17_ESO

I am worried because this is the second time I've had to deal with this issue. And I still have yet to hear back from customer support. Is there going to be any kind of compensation for this obvious error on your end, Zenimax? Hope @ZOS_GinaBruno @ZOS_JessicaFolsom‌ or @ZOS_TristanK‌ are actually looking at this.

And apparently you have time to respond to this post http://forums.elderscrollsonline.com/discussion/101887/my-account-was-banned-after-my-pc-crashed-on-character-select-screen
but no answer to mine?

RingobloodtheOld

This happened to me with GW2 and sadly in the end, bc my bank refused to withdraw the chargeback,bc my CC was stolen, and they where tryin to stop fraud charges Arena Net did not back down, and still to this day, my IP is banned from GW2, I hope ZOS is alittle smarter then Arena Net. here.

Chomppa

This also happened with EA's Warhammer online , where customers were charged around 21 times for one months subscription . One would think people handling the billing could learn from this MMO mistake .

felixgamingx1

I was excited a quick minute about patch 1.1.2 but then I realized aside cosmetics not much changed. Don't think I'll be around past next sub.

Sakiri

I'm starting to wonder if everyone's using that absolutely terrible billing company over in Chicago that my mobile provider just got rid of because of issues lol.

I'd cancelled a plan and started a new one(prepaid) and I was still getting charged for the old one in addition to the new one because the billing system wouldn't let the company remove the charge account, THEY had to do it, and *I* had to contact THEM. My mobile provider couldn't cancel my own prepaid account with them...

Yeah. Sounds like that.

Catsocks

Well I guess instead of getting ahold of my bro, they are now preventing him from logging onto the forums as well. Thanks ZOS.

Jim_McMasterub17_ESO

Catsocks wrote: »

Well I guess instead of getting ahold of my bro, they are now preventing him from logging onto the forums as well. Thanks ZOS.

Ouch. yes, if you don't have an active account, the forums are locked.

I guess they don't want non-paying trolls!

*That was a joke guys, you're supposed to be laughing ironically* ..tough crowd..

Atreidus

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Daethz

Sakiri wrote: »

I'm starting to wonder if everyone's using that absolutely terrible billing company over in Chicago that my mobile provider just got rid of because of issues lol.

I'd cancelled a plan and started a new one(prepaid) and I was still getting charged for the old one in addition to the new one because the billing system wouldn't let the company remove the charge account, THEY had to do it, and *I* had to contact THEM. My mobile provider couldn't cancel my own prepaid account with them...

Yeah. Sounds like that.

I'm starting to wonder if anything good comes out of Chicago at all.
From what i can gather a lot of the people filling up Wisconsin prisons, are from Illinois.

Leeta

Are you sure youre not affected by the problems after latest patch where it says people are suspended and cant log on and not a actual sub issue?

Catsocks

Jim_McMasterub17_ESO wrote: »

Catsocks wrote: »

Well I guess instead of getting ahold of my bro, they are now preventing him from logging onto the forums as well. Thanks ZOS.

Ouch. yes, if you don't have an active account, the forums are locked.

I guess they don't want non-paying trolls!

*That was a joke guys, you're supposed to be laughing ironically* ..tough crowd..

No, that's the dumb thing. he has an active sub. They banned him.