Unsuccessful Purchase, Charges Imposed

Dominator046

Hello, people of the Official Elder Scrolls Online forums!

Approximately twenty-four hours ago, I sent in a ticket to Zenimax Online regarding a payment issue I've had with their services. I wanted to purchase crowns (3,000 for $25) for the Dark Brotherhood DLC, and I received a 'billing information error.' I checked my information, and tried again, to get the same error. When I went to check my credit card information for some dubious syntax hidden somewhere, I discovered that I was charged for both attempts.

It has been twenty -four hours since I sent in the ticket. Perhaps I am being overly sensitive, but having received no response in this time, I've become a little dismayed. I want to wait to hear back from Zenimax, but I don't think I can afford right now to let the money vanish in the worst case scenario. I'm considering, beyond another twenty-four hours, contacting my credit card company and forcibly cancelling the payment, and then filing a claim.

That would be extremely undesirable, as I just wanted to receive some crowns and continue enjoying the game during a rather stressful patch in my early-summer. Could anyone give me any additional advice? I'll enclose my ticket below, with the exception of the screenshots I had taken.

Hello, Customer Support Staff at Zenimax Online!

Today, approximately half an hour ago, I attempted to purchase a 3,000 crown pack from the Crown Store in an attempt to purchase the new Dark Brotherhood DLC. The purchase was unsuccessful, and resulted in no crowns being dispensed to my account.

Despite this, my credit card has been charged with not one, but two attempts to purchase the $25 package of 3,000 crowns. This is likely do to my attempt to correct the issue with more precise billing information (though, it was admittedly the same as before.)

For the trouble, if this could be resolved in any way, I would be satisfied. I would prefer to have the secondary package of crowns be cancelled outright, as I had no intention of buying it. If both are cancelled due to the 'Billing Information error', then that is fine as well. The most desired outcome would be the purchase of one Crown package, and the cancellation of the other.

I've provided documentation (with some necessary protection of my private information) to stipulate this, and will be willing to cooperate in any way to help resolve the issue.

Thank you for your time.

Hopefully we all receive the speedy resolutions we're looking for. I'm excited to (hopefully soon) see the Gold Coast!

Enodoc

ZOS Support hours are Monday to Friday 8:00am - 10:00pm (Eastern), so your ticket won't have been seen yet.

Personally I think they should have some support staff on at weekends too, but that's another discussion...

ZOS_CoriJ

If you have not received your crowns for that second transaction, chances are that there's a holdup with the funds refunding back. I know that some cards this can be the case with delays for online refunds and can take a day or two to clear. ESO support can take care of processing situations and forcing chargebacks can reflect negatively on your account so it would be best to wait for a response.

If you are waiting for an extensive period of time, please leave your ticket number here so that we can check the state of your request.