Zos stop spam charging us on crowns.

Sythen88411 · July 16

I got charged 4 times for only 1 pack of 3k crowns ticket number. 200716-000066

Sythen88411 · July 16

Have screen shots showing would like my ticket responded looked at and refunded for the x3 3000 crowns bundle did not buy thank you

Sindala · July 16

Sure your keyboard don't need cleaning?
Cannot say i've ever experienced this is all the years i've been buying Crowns.

BRogueNZ · July 16

Sindala wrote: »

Sure your keyboard don't need cleaning?
Cannot say i've ever experienced this is all the years i've been buying Crowns.

Quite true, the store is really the only thing that works properly, usually..

SmukkeHeks · July 16

Zos is a sinking ship. While management are standing on the bridge chanting “it’s fiiiiiiiiiine, we have a plan”

ZOS_Adrikoth · July 16

Hey there @Sythen88411 we can confirm that your ticket has been received and a member of our support team will reply as soon as they can.

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

zvavi · July 16

deadwinston wrote: »

UPDATE - I have received a response offering some explanation and a refund for the $15.98 crown purchase. A real, feeling human has finally seen my support ticket.

@Nyladreas Thank you so much for getting the right eyes on this.

The Elder Scrolls Online Team response on 01/15/2020 01:05 PM
Hi There,

Thank you for contacting The Elder Scrolls Online Team. My name is Brad and I am an Escalations Agent here with the Support Team.

I am sorry for the confusion on this matter, and that it has taken so long to resolve. I would like to try to explain.

The fees that financial institutions charge are extremely expensive. In addition to the charge itself being reversed, they charge a substantial fee. While I am not privy to the exact numbers, a cursory Google search would support the claim that they range from $20-$100 per item that is charged back. So in a case like yours, not only would we have lost the cost of the item, but we would have been charged an additional ~$50 on top of it.

For this reason, we insist that any refund requests go through us, not the bank. This could have been all handled within 24 hours if it had been done that way.

The next best solution would have been to reverse the chargeback, then have us do a conventional refund. That way, everything gets resolved, and no one gets fined.

With bank chargebacks, we get fines, the account gets banned, and the only ones that come out on top are the banks, so naturally, we'd like to avoid that at all costs, especially over something as easy to resolve as a double charge.

In regards to the idea to have you purchase some Crowns, I believe that was an attempt to work around the fact that you were unsuccessful at reversing the chargeback, essentially recharging you for something of similar value, since the original item is no longer on sale, but it seems to have gone a bit sideways. I am not satisfied with how it has turned out, especially since this all started with something outside of your control, so I have gone ahead and refunded that item.

The $15.98 from the Crowns has been refunded through a normal refund, and the $13.98 from the double charge was refunded a while back by your bank. I believe all outstanding issues have been addressed, but if I overlooked anything, please let me know.

Best Regards,

Brad - Escalations
The Elder Scrolls Online Team

1:51 PM (4 minutes ago) to Bethesda
Brad,

That is great to hear. This is the first time I've felt like a human being was on the other end of communication here. I really appreciate you reading through it and offering the refund.

I now understand the issues with chargebacks and what can happen, but nobody spells that out. If it's such an issue, the credit card companies really shouldn't make it as easy as clicking a button to get refunded for a double charge. I will never make that mistake again.

But, when I called the credit card company, they said they couldn't reverse the chargeback unless your processor followed the dispute procedure to say it was a legitimate charge. They put a note on the chargeback that I told them to reverse it, but I guess when I sent that information to support it never happened on your end. I spent 25 minutes with them trying to get it corrected. Then your support system people waited 13 days to get back to me.

So, I am happy to have the refund coming, that resolution is great and makes up for the time I've spent trying to get this issue resolved. But my feedback here would be the large gaps where there was no response on my ticket. I'm sure the only reason I've been escalated and gotten a good outcome is because of a forum post about the issue. I wish that a real person like you could have been on this from the start or it was something that I could have talked to a human being about.

If I had to grade the support I've received, your resolution handling was A+, but the support process up until today is a definite F.
So thank you for everyone involved in making this right. @ZOS_GinaBruno A thousand praises to you if you got it done. I'm not 100% sure who it was. Thanks to Brad in Escalations.

I'm finishing all this up on lunch and need to get back to work, so this is probably the last I'll say on the matter. I still think a system where a ticket can go 7 days and 13 days with no response from support is broken. Locking an account out for a total of 29 days over a mistake that is very easy to make is unacceptable. The inability to talk to a real, human person on the phone is frustrating.

I know that covid now and everything, but support did claim in the past (in similar occasions) that such chargebacks would be resolved in less than 24 hours.

Tandor · July 16

Do be sure to wait for ZOS to resolve this, don't institute a bank chargeback as that is automatic account closure (in this and most other MMOs for good reason).

Sythen88411 · July 16

Its legit same time daye to the last second on each transactions

jircris11 · July 16

Only way you get multiple charges is if you refresh the page ir click submit more then once. When it happened to me I got an automatic refund with 48 hrs. Granted I never received crowns for one charge because it failed to go through.

Sythen88411 · July 16

Nevr spammed clicked

Thorntongue · July 16

ZOS_Adrikoth wrote: »

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

Now what does that mean exactly? Does that statement mean that people that are sick with covid are contacting ZOS customer support to get testing or results? It seems any time that I try to get in touch with customer service for any company, they all say that they are being effected by the covid 19 situation. Does covid travel through the phone lines? Keyboards? Fiber optical transmission lines? Coaxial cables? When it is an issue where a company has to take money though, things happen right away, you get service promptly.

kargen27 · July 16

Thorntongue wrote: »

ZOS_Adrikoth wrote: »

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

Now what does that mean exactly? Does that statement mean that people that are sick with covid are contacting ZOS customer support to get testing or results? It seems any time that I try to get in touch with customer service for any company, they all say that they are being effected by the covid 19 situation. Does covid travel through the phone lines? Keyboards? Fiber optical transmission lines? Coaxial cables? When it is an issue where a company has to take money though, things happen right away, you get service promptly.

They mean because of the virus they do not have all their employees at work so the ones that are working are overwhelmed as the number of calls didn't go down. Maybe they have employees at every third station to keep distance?

Dark_Lord_Kuro · July 16

Thorntongue wrote: »

ZOS_Adrikoth wrote: »

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

Now what does that mean exactly? Does that statement mean that people that are sick with covid are contacting ZOS customer support to get testing or results? It seems any time that I try to get in touch with customer service for any company, they all say that they are being effected by the covid 19 situation. Does covid travel through the phone lines? Keyboards? Fiber optical transmission lines? Coaxial cables? When it is an issue where a company has to take money though, things happen right away, you get service promptly.

I cant speak for zos but for were i work it mean that we receive much more order than usual (in mai it was 4000% of what we usualy have) but we also have less staff to do them as they dont want to work due to health/age reason. Also we had to cut half of the phone ansering job(staff was relocated to other departement for now) to keep the 6 feets between poeples

I know zos work at home as shown in many eso live
Most of the time poeple are less effective at home than at the office due to being distracted by their fammily for exemple

Also much more poeple are at home playing eso than normally wich mean more tickets than normally

That my guess

Also taking your money is a automatic system and not a actual person

tsaescishoeshiner · July 16

Thorntongue wrote: »

ZOS_Adrikoth wrote: »

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

Now what does that mean exactly? Does that statement mean that people that are sick with covid are contacting ZOS customer support to get testing or results? It seems any time that I try to get in touch with customer service for any company, they all say that they are being effected by the covid 19 situation. Does covid travel through the phone lines? Keyboards? Fiber optical transmission lines? Coaxial cables? When it is an issue where a company has to take money though, things happen right away, you get service promptly.

As someone who's worked in online customer support during COVID, I promise they're not just making it up lol. it means:
1. For some companies, GREATLY increased traffic due to changing consumer habits (more people at home & online)
2. For some companies, layoffs/furloughs/hour cuts due to decreased business, so fewer employees to respond
3. Inefficiencies due to suddenly or poorly adjusting to remote work (takes longer to ask questions, might have fewer resources on hand at home)
4. Having many new hires & temporary workers

It's possible that an MMO & game company could be suffering from BOTH 1 and 2 if more people are playing and submitting tickets, but fewer are buying Crowns or Chapters or new games due to being furloughed or having reduced hours.

Also NOT all money transactions are performed as instantly as they seem online (though most might be for ZOS). At an online retail job, I had to manually confirm all orders before the order could be processed for shipping, which would sometimes take a few hours or day or two if there were a lot of orders to process. Even digital goods, because they require a fulfillment worker to record the sale, because even large retail companies are still riddled with inefficiencies

It doesn't mean that your ticket specifically was impacted by COVID, but it's way easier to organize customer support teams knowing your customers will be patient

jircris11 · July 16

Thorntongue wrote: »

ZOS_Adrikoth wrote: »

Thank you for your patience, as we are currently experiencing high contact volumes due to the impact of COVID-19 and you may experience increased waiting times when contacting Customer Support.

Now what does that mean exactly? Does that statement mean that people that are sick with covid are contacting ZOS customer support to get testing or results? It seems any time that I try to get in touch with customer service for any company, they all say that they are being effected by the covid 19 situation. Does covid travel through the phone lines? Keyboards? Fiber optical transmission lines? Coaxial cables? When it is an issue where a company has to take money though, things happen right away, you get service promptly.

You have clearly never works customer support. Right now their agents are beyond swamped with requests ranging from urgent to incredibly stupid. You know the "my account was stolen" to "I died in pvp I want a refund game sux".

And with covid MOST us call centers are closed, most are working from home thus it takes longer to respond. All I can recomend is to wait and try to understand, you are not the only person in the world.

Sythen88411 · July 19

I still have not got a response from zos... Not even a email after i put my ticket in

Mr_Wolfe · July 19

Dude, it's only been four days. The entire world is basically on fire right now, things are gonna be slow.

Also, I know you don't wanna hear this, but 90% of the time this kind of error is the customer's fault. That's why pretty much every checkout page has a reminder to only click once and not refresh the page.