Getting frustrated

sgtsgt

I haven't had a single issue or complaint so far with this game until today when I tried to upgrade to the imperial edition. For some reason they won't take my card that I used to buy the game (there is over 400 dollars on it) nor will they accept my capital one credit card. I submitted a ticket in game which had gone unanswered now for 3 hours and I have been on hold on the phone now for 2 hours.

This is really unacceptable for a company that is charging a monthly fee for a game. I have no other problems but this poor customer service needs to be resolved!

Sorry just venting right now as the longer I wait the more irritating this is getting

ers101284b14_ESO

Just go ahead and give me your credit card number and I can help you out Seriously though try tagging on of the mods or writing them on Facebook. @ZOS_JessicaFolsom‌, @ZOS_GinaBruno‌ help this man.

Gythral

Try their twitter, seems to be the way to get attention these days...

sgtsgt

Thanks! I just don't understand why my card was good to purchase the game but now they won't accept it. My two cards work for every other online game I play just not this one. I can't even subscribe with them I have to buy game cards

BBSooner

I hope it gets worked out for you!

ers101284b14_ESO

sgtsgt wrote: »

Thanks! I just don't understand why my card was good to purchase the game but now they won't accept it. My two cards work for every other online game I play just not this one. I can't even subscribe with them I have to buy game cards

Their payment thingy is weird. Like 1 extra space will ruin the whole thing.

yours could be
222 made up lane
but if you put
222 made up lane
it won't work because there's an extra space between 222 and made up lane
or if yours is Road and you put RD it won't take it.

sgtsgt

I feel this is something that they should have worked out before it went live. This is a very good example of poor planning and testing on the customer service end. And what's up with the wait on the phone over two hours now. Do they only have one tech support person? LOL

Nestor

sgtsgt wrote: »

I haven't had a single issue or complaint so far with this game until today when I tried to upgrade to the imperial edition. For some reason they won't take my card that I used to buy the game (there is over 400 dollars on it) nor will they accept my capital one credit card.

I just went through this when I resubbed a month or so ago. Here is what happened, if you try to use more than one credit card in quick succession, it can trigger a security feature that stops you from entering any CC number. The reason my first card would not take is I have a script blocker on Firefox that broke some functionality on the website.

How I finally got the payment information to go through was to use a different PC so there were no cookie issues and the card went through. Any attempt on the first machine, even with cookies cleared and script blockers turned off failed on me. You could probably clear out all your cookies and make it work, but there could be something related to the IP address in their security scheme. Also, they had to do something on their end to clear up the security lock, but I can't remember the exact timings on this. All in all, it took me 10 days to get my account resubbed.

Evergnar

Yep. Happened to myself and a lot of others trying to re-sub as well. Apparently the store where you buy the game and other stuff from is handled by a completely separate system. I gave up and went w/ time card for sub but not sure what you'd do about an upgrade.

sgtsgt

Well I have cleared all browsing history and cookies. Tried my first card that I bought the game with and immediately denied. Tried again after a bit with my capital one card and immediately denied. I appreciate safety and safe guards but even with those in place one should still be able to conduct business!

ZOS_GaryA

Hey there @sgtsgt,

We went ahead and moved this topic to the Customer Support section of the forums. We've also created a ticket with our Support Team for you! Since accounts and payment methods contain private information, the troubleshooting we can perform on the forums is relatively minimal. They will be with you via email soon.

One thing we can mention is that the most common cause of payment issues here is a mis-match of information between the financial institution and what you enter into our site. Sometimes this can be something as simple and putting St. into our system when your bank has Street on file. If this is not a case, our CS representative will be able to give you more specific information to the error you're experiencing. Thanks for your patience!

sgtsgt

Thanks. None of my information has changed nor the way I enter it in to the system. It took my card to originally buy the game now it won't take any card.

I guess I will wait who knows how long for the email. Coming up on 4 hours now for ingame support and 2 hours 43 minutes on hold. Very frustrating and bad business model!

ZOS_GaryA

Hey there @sgtsgt,

Our support team does their best to respond to all tickets within 1 business day. We appreciate your patience while they look into the matter for you.

Micallef

sgtsgt wrote: »

Thanks! I just don't understand why my card was good to purchase the game but now they won't accept it. My two cards work for every other online game I play just not this one. I can't even subscribe with them I have to buy game cards

I had this happen to me as well. Purchase OK, upgrade to imperial rejected.
Turned out the credit card company had blocked Zenimax from charging my card. No reason given. I called the bank and they unblocked it for me. No problem since.
You may want to check with your bank or card provider , if ZOS can't fix it from their side.
Best of luck.

KenjiJU

I remember I had to use paypal to get my sub working, it wouldn't take my card. Wasn't a huge inconvenience, but it made me freak out when I was rushing to play the game on release.