Bank Account Being Charged?

PantsOnFire

What a royal mess!

People in charge of accounts/billing have made two huge mistakes:

1. Decision to authorize full monthly subscription charge in order to add a payment method to the account, when this should have been a symbolic 1 USD/EUR authorization. Or better yet this step should have been required only after the 30 FREE days of playtime expire.

2. Set up the schedule for release in such a way that the deadline coincides with a weekend, when not only banks are closed, but also the majority of staff at Zenimax is out of the office. This means the capacity of the company to react to any potential issues, which obviously became very real, is limited.

It's clear that this is a first MMO launch for the team, and that they need a lot to learn, but right now it's imperative that the people eligible for FREE 30 days of playtime should just get it.

I bet Blizzard executives are now all laughing their butts off, seeing that yet another competitor is basically shooting himself in the foot and laying the ground work for a failure.

kmlong77

can someone please post the customer service number

icanhazfacemelt

So JUST TO CONFIRM: They'll remove the payment once it's all been verified? Can someone please confirm this? Also will I be able to not continue the subscription at the end of 30 days? Or will they "mistakenly" take the payment anyway?

I'm just concerned what the whole "preauthorised" charge means. Do they have the authority to take the payment regardless of what I decide at the end of 30 days?

Hearts

Toll-Free - North America (US, Canada, Mexico)
1-844-ZENIMAX (1-844-936-4629)

Toll-Free - Other
+800-6044-6044

Im in sweden and i cant seem to be able to call them though, i have no idea how to do that.

Moon449

icanhazfacemelt wrote: »

So JUST TO CONFIRM: They'll remove the payment once it's all been verified? Can someone please confirm this? Also will I be able to not continue the subscription at the end of 30 days? Or will they "mistakenly" take the payment anyway?

I'm just concerned what the whole "preauthorised" charge means. Do they have the authority to take the payment regardless of what I decide at the end of 30 days?

They may take the payment even if you cancel your sub, there's some shady stuff in the ToS:

If You have subscribed for an automatic subscription renewal, You agree that Bethesda may continue charging You on an automatic recurring basis for Your current subscription preferences unless You cancel Your subscription at least thirty (30) days prior to the expiration of the subscription.

Paske

Hearts wrote: »

Toll-Free - North America (US, Canada, Mexico)
1-844-ZENIMAX (1-844-936-4629)

Toll-Free - Other
+800-6044-6044

Im in sweden and i cant seem to be able to call them though, i have no idea how to do that.

I had simular problem with SWTOR.

Solution was simple: use IP telephone call to USA.
I used Skype and registered as a US citizen. Then simply called toll free number.

Fl1pz

Woo, on the phone with support!

Hearts

Paske wrote: »

Hearts wrote: »

Toll-Free - North America (US, Canada, Mexico)
1-844-ZENIMAX (1-844-936-4629)

Toll-Free - Other
+800-6044-6044

Im in sweden and i cant seem to be able to call them though, i have no idea how to do that.

I had simular problem with SWTOR.

Solution was simple: use IP telephone call to USA.
I used Skype and registered as a US citizen. Then simply called toll free number.

Registering a Skype number calls 15 bucks in itself

TirielsWhisper

icanhazfacemelt wrote: »

So JUST TO CONFIRM: They'll remove the payment once it's all been verified? Can someone please confirm this? Also will I be able to not continue the subscription at the end of 30 days? Or will they "mistakenly" take the payment anyway?

I'm just concerned what the whole "preauthorised" charge means. Do they have the authority to take the payment regardless of what I decide at the end of 30 days?

The pre-authorization that is holding the funds on your account should fall off once the transaction itself is processed. However, as others have pointed out, the terms of the agreement would seem to suggest that Zenimax can bill you at the end of your free 30 days even if you cancel, because you won't have given 30 day advance notice.

kmlong77

ok so i just got off the phone with customer support..i was given a 24 hour key so i have time to get the bank stuff situated...but that is the most they will give...they will give a 30 day only if they can see on their end that you already have something pending with them...meaning the online game purchase..from what the cs rep told me...good luck you all..i'm heading to bed finally and gonna use the code tomorrow after a bank run

TirielsWhisper

kmlong77 wrote: »

ok so i just got off the phone with customer support..i was given a 24 hour key so i have time to get the bank stuff situated...but that is the most they will give...they will give a 30 day only if they can see on their end that you already have something pending with them...meaning the online game purchase..from what the cs rep told me...good luck you all..i'm heading to bed finally and gonna use the code tomorrow after a bank run

That's not true. I purchased my copy of the game from them, and I still had to set up a subscription to get access to the game today.

icanhazfacemelt

Moon449 wrote: »

They may take the payment even if you cancel your sub, there's some shady stuff in the ToS:

If You have subscribed for an automatic subscription renewal, You agree that Bethesda may continue charging You on an automatic recurring basis for Your current subscription preferences unless You cancel Your subscription at least thirty (30) days prior to the expiration of the subscription.

Exactly the kind of dodgy *** that bothers me.

PantsOnFire

kmlong77 wrote: »

ok so i just got off the phone with customer support..i was given a 24 hour key so i have time to get the bank stuff situated...but that is the most they will give...they will give a 30 day only if they can see on their end that you already have something pending with them...meaning the online game purchase..from what the cs rep told me...good luck you all..i'm heading to bed finally and gonna use the code tomorrow after a bank run

Did the same, they gave me 1 day access. The guy at the phone also said that I can cancel anytime up to the initial charge, basically up to day 30 of my free play time.

RazorChain

Well this is what said on my receipt after I bought the game

"By making your purchase today, which includes early access plus an initial 30 days of game play, you have acknowledged that this game requires you to enter into a paid subscription plan. A valid and accepted payment method is required to play. The first 30 days of unlimited game play begins when you select your preferred subscription plan (but not prior to game launch) on https://account.elderscrollsonline.com/store. After your initial 30 days of included access, a subscription will cost kr.99.00 NOK per month. Subscription fees will only be charged for game access after the first 30 days, subject to cancellation by you at any time. No refunds or credits for partial months. You can also choose to pay for your subscription with a Game Time Card purchased at participating retailers, subject to availability."

So game time cards are accepted as a valid subscription plan...I want that option...so where is my 30 day free game time? NO I DON'T WANT TO BUY ONE NOW!!! I want to use my 30 days to evaluate if I want to buy a game card!!!

kmlong77

TirielsWhisper wrote: »

kmlong77 wrote: »

ok so i just got off the phone with customer support..i was given a 24 hour key so i have time to get the bank stuff situated...but that is the most they will give...they will give a 30 day only if they can see on their end that you already have something pending with them...meaning the online game purchase..from what the cs rep told me...good luck you all..i'm heading to bed finally and gonna use the code tomorrow after a bank run

That's not true. I purchased my copy of the game from them, and I still had to set up a subscription to get access to the game today.

This is in reference to people that don't have enough money in their accounts...please don't say this isn't true if you're not going to actually read everything prior...because it is true...thank you

pingdaddyrwb17_ESO

False advertising, no where in the game advertisement did it mention, if you wanted to access your " free " 30 days, needed to setup a payment method. so disappointed in zenimax. This has been handled very poorly, i need 30 days to decide if i wanna play longer. a few days played in beta and early access, isn't enough for me to decide, im starting to think zenimax know they're game cant compete, so theyre trying to lock ppl in. Not good at all.

TirielsWhisper

kmlong77 wrote: »

This is in reference to people that don't have enough money in their accounts...please don't say this isn't true if you're not going to actually read everything prior...because it is true...thank you

Except it's not:

PantsOnFire wrote: »

Did the same, they gave me 1 day access.

That may be what they told you, but they are telling different people different things.

kmlong77

TirielsWhisper wrote: »

kmlong77 wrote: »

This is in reference to people that don't have enough money in their accounts...please don't say this isn't true if you're not going to actually read everything prior...because it is true...thank you

Except it's not:

PantsOnFire wrote: »

Did the same, they gave me 1 day access.

That may be what they told you, but they are telling different people different things.

its 2am and i'm not going to fight with you about this...fact is it was said and explained to me by a cs rep..i posted the information for other people who need help not people who already have a sub done..so please back off my ass with this whole you're not right bull *** ok...thank you

kmlong77

PantsOnFire wrote: »

kmlong77 wrote: »

ok so i just got off the phone with customer support..i was given a 24 hour key so i have time to get the bank stuff situated...but that is the most they will give...they will give a 30 day only if they can see on their end that you already have something pending with them...meaning the online game purchase..from what the cs rep told me...good luck you all..i'm heading to bed finally and gonna use the code tomorrow after a bank run

Did the same, they gave me 1 day access. The guy at the phone also said that I can cancel anytime up to the initial charge, basically up to day 30 of my free play time.

ya that's what was said to me as well

Fl1pz

So I just got off the phone with support. They gave me this one time code that will start your 30 days play time for you. All I had to do what input my imperial edition code, then select the game time card option for subscription options and input the code the service rep gave me and voila! 30 days game time and a completely active account. Seems like all you have to do is either phone or email support for that code and they'll get you in.

15 dollar auth charge with shady TOS is still bad though, that needs to get fixed or they could have a class action suit on their hands.

TirielsWhisper

kmlong77 wrote: »

[its 2am and i'm not going to fight with you about this...fact is it was said and explained to me by a cs rep..i posted the information for other people who need help not people who already have a sub done..so please back off my ass with this whole you're not right bull *** ok...thank you

It's 4am here. Welcome to the internet, where people don't always agree with you and will sometimes point out that you are probably misinformed. Doesn't mean you weren't told what you were told, but a lot of other people are getting a different response from other reps.

kmlong77

TirielsWhisper wrote: »

kmlong77 wrote: »

[its 2am and i'm not going to fight with you about this...fact is it was said and explained to me by a cs rep..i posted the information for other people who need help not people who already have a sub done..so please back off my ass with this whole you're not right bull *** ok...thank you

It's 4am here. Welcome to the internet, where people don't always agree with you and will sometimes point out that you are probably misinformed. Doesn't mean you weren't told what you were told, but a lot of other people are getting a different response from other reps.

cool story...ps..you are misinformed.

ArconSeptim

They ***?ed me up too so I can't redeem the freaking key now and can't play on server, but payed the game and prepurchased ...

Monofan

Where are my 30 day's game time, I paid for it by buying TESO with early access? By what right you are preventing me access to my pre-paid service, which was not addressed in the service time of purchase?!

DanteYoda

four days i've been waiting for support from this company and ... nothing, i cannot ring the company i'm in Australia so i'm still waiting..

Gunner59

BoiThePumpkin wrote: »

ok i read up on the billing info it says that if u bought the physical copy ur codes should be in box, but if u bought game digitally my redeem code should have been sent to my email after purchasing the game, which i don't have in my email i haven't deleted any ESO messages since i bought the game and signed up for beta i DO NOT have any type of redeem code after purchase game digitally. i just have the "verify ur account for beta", "thank you for applying to beta" and "you forum account has been activated" followed by "u have earned ur first comment badge" followed by "launch date has arrived" is there a way i can get the codes NOW. even though im sure there isnt. just sayin i didnt get any game redeem codes via thru email.

It's on your account page; it seems your beta code is converted to the live code if you were in beta then pre-ordered.

Trancendence

icanhazfacemelt wrote: »

So JUST TO CONFIRM: They'll remove the payment once it's all been verified? Can someone please confirm this? Also will I be able to not continue the subscription at the end of 30 days? Or will they "mistakenly" take the payment anyway?

I'm just concerned what the whole "preauthorised" charge means. Do they have the authority to take the payment regardless of what I decide at the end of 30 days?

I got my money back soon after getting charged, this may discourage people and i hope Zenimax will clarify this issue.

jamesharv2005ub17_ESO

Ojustaboo wrote: »

jamesharv2005ub17_ESO wrote: »

MikeMcCombs101b14_ESO wrote: »

jamesharv2005ub17_ESO wrote: »

RichterVonStrid wrote: »

So what about people like me? Not having the money is one thing. You might be able to borrow it or something. My box is in the mail, even though I ordered it months ago, and will not arrive till Tuesday. I have no options. Without a code I am ***. I can't even pay for the month to avoid missing out, since I CAN'T SET UP SUB WITHOUT A CODE! Total bs. I was loving the game, and now I am seriously considering returning it.

How are they to know if you actually paid for your preorder or not? You know lots of people wanted CE boxes and were unable to buy them. You should consider yourself lucky you got one.

I got mine from there web site so it is payed for in full. So thy know you payed for it.

If you bought it from Zenimax then whats the problem? Your acct is ready to go. We are talking about people who preordered the physical edition.

Wrong, you had to enter your subscription plan or game time card to continue playing after early access ended on Sunday

You should maybe read before you reply. The person was saying the COULD NOT ENTER A CC because THEY DIDNT HAVE THEIR PHYSICAL BOX SO THEY DIDNT HAVE THE KEY CODE. Is that clear enough for you?

Ojustaboo

As someone on my guilds forum pointed out, the really stupid thing about all this is,

The vast majority of people would have subbed anyway, the way Zenimax has handled this is simply creating (unnecessary) bad feeling.



I understand the frustration about this and I personally agree that it's the complete wrong way to do it (not the pre authorizing, just not making it clear at point of selecting the sub, doing it for the full amount and not letting those with no CC who intended to play with gamer cards, to get their 30 days without buying another month, and almost total silence from Zenimax)

However, even with what to most people is a monumental *** up, I still urge those that are fuming about this and considering refunds, to take a deep breath.

This for me is the best game I have seen ion a long time, the devs have done a great job. Sure there's a few in game bugs, there always are on a game of this scale on release.

I THINK most of you in a couple of weeks would be happily playing and very very glad you didn't let a stupid mistake like this put you off this superb game.

I couldn't play Saturday as I was away from my PC, and the more I read what was happening the more angry I was getting and the more I felt like saying "stuff that, if that's how you treat customers, I might get a refund too"

But Sunday, I played for about 10 hours and I had the best fun I had had in years and cant wait to play again today.

I imagine some big meetings will take place today when Zenimax get into work, and I suspect the issues raised in this thread will be top of the agenda,

Please, please, don't let this ruin you experience of this great game.

jamesharv2005ub17_ESO

TirielsWhisper wrote: »

That "pre-authorization" charge that was supposed to fall off "in a few hours" is still sitting on my bank account over 12 hours later. lol

Noone said it would come off in a few hours. It could take a few hours to a few days it depends on your bank. Fact is the money is still there.