Bank Account Being Charged?

Ummaguma

15 bucks still pending. that account is my "fun money" account... its normally empty as I am on a fixed income. once a month it gets about 30 bucks for fun stuff... for this month, I am now missing Captain America... YOU STOLE THE CAPT FROM ME.

I dislike you with great intensity.


Luff
Umma

cloud_district0101

Still pending on my account since Sunday. That's the bank's fault right? No, it's YOURS for billing me for something that's FREE, before I owe you anything. I could give a crap about 15 bucks. It's the principle of the matter. Something you're apparently lacking. You know the only other place I've been that does this? Hertz, BECAUSE IT'S A CAR! Your game isn't $10,000, it's 60. Your CFO needs a reality check. Nice to know you trust your customers are good for 15 dollars...

augustgrace

4+ days now; when can I have my money back Zenimax? The least you could do is acknowledge the issue and admit you screwed up.

ungodlywarlock

JUST FYI...

I don't necessarily care because I don't run my bank account to zero, but you ARE charging these.

I know what my bank looks like when it's an authorization and when it is a CHARGE. An authorization look different and it has two dashes ("--") instead of a dollar amount when it's only an authorization. What I see from Elder Scrolls is an actual dollar amount taken out of my account for 14.99.

So regardless of what you are saying and what some customers are saying, you ARE charging people. Best to get it looked at, guys!

silvestru_liviueb17_ESO

At least if you indeed TOOK the money from the accounts, why we still see those 27/28/etc days left of subscription? And don't sell the sheep with "you will be billed on...may"! just from 28 days make it 58 and all will be happy! at least i would!
you really screwed this up! canceled the sub plan anyway, now...my money!

SuperScrubby

I'm surprised that this thread is still going on and to read that there are so many people that weren't sure if they were going to subscribe after the 30 day trial. Not to mention the people were were going to subscribe anyways but now refuse to because of the billing practices. While I understand that, I can't imagine that all the complaints in this thread are going to make a considerable impact on Zeni's financials. Especially since a good amount of people said they'd come back later to play.

Which basically means you're cutting your nose off to spite your face. The action of unsubscribing due to their shady billing practices and then coming back around is just empty threats and does nothing since their billing practices will either stay the same or change on their own terms.

I'm not going to say good riddance or don't let the door hit you on the way out, but by this point don't you think Zeni would have said something or done something? The fact they haven't don't anything tells you everything you need to know. So for those that are so furious that they're going to go through all this laboring activity on trying to cancel or get their money back, why not just spend the time and play the game? Unless their giving refunds out readily (which I don't think is the case) just play for the amount of time you paid for, enjoy the game. Once your time is up walk away rather than doing a charge back and getting your code banned meaning you'll have spent $60+ to never be able to play the game again.

Yes it's the principle that counts, however paying $15 once rather than trying to do a chargeback and losing the game you paid $60+ for seems like a disproportionate response. That's all I'm saying.

Nishka

I had some hope after I recieved an e-mail asking to provide some info about myself (answer to secret question and last #of credit card).

But after readining all this I'm afraid that means nothing .
Just a very few post from someone who has been already helped.

There are several variants:
1) those who were able to get ingame forget this cursed place once and forever (untill next "trouble", lol) and we know nothing about it
2) nothing is actually going on.
3) angry ppl rage so much that no one actually can get through their spam

I myself just realised I have like 7 letters from ESO in my mailbox since may 4th.
Though 1st not auto-bot arrived today (well actually it looks like auto-bot, but at least it is promissing to help ^^)

So please, do not forget to leave at least a short comment if your issue has been resolved, just, you know, to cheer ppl up.

mechsoldiersalvatorenub18_ESO

SuperScrubby wrote: »

I'm surprised that this thread is still going on and to read that there are so many people that weren't sure if they were going to subscribe after the 30 day trial. Not to mention the people were were going to subscribe anyways but now refuse to because of the billing practices. While I understand that, I can't imagine that all the complaints in this thread are going to make a considerable impact on Zeni's financials. Especially since a good amount of people said they'd come back later to play.

Which basically means you're cutting your nose off to spite your face. The action of unsubscribing due to their shady billing practices and then coming back around is just empty threats and does nothing since their billing practices will either stay the same or change on their own terms.

I'm not going to say good riddance or don't let the door hit you on the way out, but by this point don't you think Zeni would have said something or done something? The fact they haven't don't anything tells you everything you need to know. So for those that are so furious that they're going to go through all this laboring activity on trying to cancel or get their money back, why not just spend the time and play the game? Unless their giving refunds out readily (which I don't think is the case) just play for the amount of time you paid for, enjoy the game. Once your time is up walk away rather than doing a charge back and getting your code banned meaning you'll have spent $60+ to never be able to play the game again.

Yes it's the principle that counts, however paying $15 once rather than trying to do a chargeback and losing the game you paid $60+ for seems like a disproportionate response. That's all I'm saying.

As stated in their ToS, they have stated once the money is spent, they will not be refunding users. So those who have claimed their money has already been withdrawn from their accounts are very much out of luck in that case. Though, as stated in there too, they have to provide them the days of access they paid for on top of that. If they do not, it is considered a breach of contract and legal action can be taken.

Don't get me wrong. I want to play this game; badly, as a matter of fact. It's a matter of I cannot and came to this forum originally because of the edit to the post. I was under the impression they'd actually help users but are doing absolutely nothing. That's what's upsetting me.

cheeser123

I should note that alot of people complaining about this lingering charge who are choosing longer subscriptions are getting hit for the full amount.

matthew.adamkramerb14a_ESO

Well, I love how I tried 9 times to get my billing address to validate and it kept saying it was invalid. But I checked with the bank today to make sure I was entering it in correctly, and I was. They also let me know today that ESO took $134.91 from my account. With out any confirmation or approval. I got robbed by ESO. 4 days no contact form ESO support since I submitted my original ticket. I got robbed hard.

cheeser123

matthew.adamkramerb14a_ESO wrote: »

Well, I love how I tried 9 times to get my billing address to validate and it kept saying it was invalid. But I checked with the bank today to make sure I was entering it in correctly, and I was. They also let me know today that ESO took $134.91 from my account. With out any confirmation or approval. I got robbed by ESO. 4 days no contact form ESO support since I submitted my original ticket. I got robbed hard.

Well now it's even more ridiculous -- people aren't getting access to their accounts because their address won't validate, but the charge is going through?? Zenimax is preauthorizing the entire subscription amount for 30, 60, 90 etc. day subscriptions and when the address is invalid, you don't get access but you still get charged! Consider my mind completely blown.

SatansPressAgent

5 days later, I have now received my $15 refund. While I have gotten my money back, you have lost a customer over this garbage until you get yourself together.

silvestru_liviueb17_ESO

Well, if this is true, i can only say:

ts.longb14_ESO

SuperScrubby wrote: »

I'm surprised that this thread is still going on and to read that there are so many people that weren't sure if they were going to subscribe after the 30 day trial. Not to mention the people were were going to subscribe anyways but now refuse to because of the billing practices. While I understand that, I can't imagine that all the complaints in this thread are going to make a considerable impact on Zeni's financials. Especially since a good amount of people said they'd come back later to play.

Which basically means you're cutting your nose off to spite your face. The action of unsubscribing due to their shady billing practices and then coming back around is just empty threats and does nothing since their billing practices will either stay the same or change on their own terms.

I'm not going to say good riddance or don't let the door hit you on the way out, but by this point don't you think Zeni would have said something or done something? The fact they haven't don't anything tells you everything you need to know. So for those that are so furious that they're going to go through all this laboring activity on trying to cancel or get their money back, why not just spend the time and play the game? Unless their giving refunds out readily (which I don't think is the case) just play for the amount of time you paid for, enjoy the game. Once your time is up walk away rather than doing a charge back and getting your code banned meaning you'll have spent $60+ to never be able to play the game again.

Yes it's the principle that counts, however paying $15 once rather than trying to do a chargeback and losing the game you paid $60+ for seems like a disproportionate response. That's all I'm saying.

Let people vent, Dude. When someone is wronged (or feel like they have been wronged) - It bloody feels good to vent. Here others feel equally wronged - So everyone can vent together. Yes, like other similar situations of this kind Big Business is going to win - BUT WE CAN STILL COMPLAIN ABOUT IT, DARN IT! hehe - Also, even if they aren't currently doing anything- hopefully, if this pops up again for them in some kind of way they will know better.

SuperScrubby

I mean while venting is good, I honestly think playing the game especially since you paid for it is better. But I mean letting anger get the better of you and losing game time willingly because you're upset seems a bit childish because really the only person that's losing is you. Right? Especially since there are people that paid willingly, don't mind the authorization charge and can't get in the game. Almost like a slap in their faces too by boycotting something you paid for.

psylent

use paypal, you don't need to have the money in your account,

mechsoldiersalvatorenub18_ESO

Ranting set aside, I do hope they get this resolved. The sooner, the better. That way, I can go back to exploring Tamriel all willy-nilly once again! I truly have nothing against them. And from what it looks like, the payment system is faulty on either their side or banks don't agree with it. Either way, this is a growing PR nightmare for them.

megafonishe

My chronicle:
6-04 created first ticket. After 24 hours got responce with copy-paste from forum. Sended responce e-mail - no CS responce .
7-04 after 24 hours waiting I created second ticket. After 8 hours responce with copy-paste again. Sended responce e-mail - no CS responce.
9-04 after 30 hours waiting - third ticket with "give me my paid 30 days or give me my money back" aaaand.. after 40 minutes(!!!) I got responce "We will be happy to investigate further, but we will need some information from you, please provide last 4 digits of the credit card number or the answer to the secret question". Sended responce with secret answer - after 9 hours no CS responce again.
Conclusion:
1. CS do not respond on direct e-mail, maybe technical troubles, maybe incompetence, anyway, don't doubt to make more tickets.
2. Push! I got real answer only when I ask for refund.

kage71

You know it's funny I just got my $99 collection edition in today and was ready to sub for this game for 6 months. Then oops up come this pinging my bank account for the total amount. That's where I draw the line... Does this company even understand the illogical move they made here? You can't expect too many people to just sit aside and let you ping their account for 6 months of full credit for a game that you may or may not want to continue after the 30 days of free time is up.
Now my whole point of view on this game has changed. I love the fact that their tech support has taken care a lot of things within the game itself but this shady billing side has just turned me sour towards a game I like and it seems to be doing it to a lot of people. Because as of right now these type of threads are happening on other sites about this messy billing.
Still waiting on billing support to call me but I can see now I have gone from subbing 6 months down to just doing it one month at a time and that is if the 30 days go okay. But it has to be something really special because they are loosing my trust with something like this.

Maestro_Sartori

brodieradiob14_ESO wrote: »

Maestro_Sartori wrote: »

Calistrasza wrote: »

Winnower wrote: »

What we have here are a bunch of teenagers who want to use mommy's credit card to set up a subscription but if mommy sees the authorization hold they'll be in trouble.

Is this everyone? Nah, of course not, I'm sure there are people who actually live on such a shoestring that they can't afford $13-$15 authorization on their credit / debit card. If this true they probably don't have the budget to actually afford to play a P2P game (or buy it, that $60 should have gone to paying your bills or your groceries).

But what it REALLY probably is, is neither of the above; it's probably people who can perfectly afford the holding charge and the subscription fee who are so self-entitled that they like to go online and put all the anger of the quiet desperation, repression, and frustration of their meaningless existence (in a philosophical sense) into diatribes against a company who they have decided to work out all their issues against.

Honestly, Zenimax doesn't need clientele who can't afford to play the game; so I'm not seeing a loss here.

Any subscription MMO is painfully cheap; you basically pay about 2 cents an hour for 24 hour access to the game.

The game costs a tiny fraction of what it costs to have a computer that can play the game, or internet access that can play the game adequately. Furthermore it is only a blip on the radar of my total budget: any of my budgets for bills, cable TV or other entertainment, food costs, mortgage, etc are all meaningful expenses. If this is not you, you should reconsider your budgeting priorities.

2 cents an hour. And people whine. Wow.

I have plenty of money. What I do not have is a credit card. Yes, this is by choice. No, I'm not going to get a credit card just to pay a subscription. I can fully afford to play this game. I had every intention of paying for a subscription once my 30 days was up. My plan was to buy game cards once every 60 days (because you can't buy a 30 day game card for whatever reason).

Here is the issue: There are no game cards. They. Do. Not. Exist. I cannot walk into any store, shop, game store or log onto any website and buy a game card. I purchased a digital copy of this game using the credit card of a very, very generous friend. When I was contemplating paying for it, I read that the purchase price included 30 days of play time. It did not say I would have to pay for an additional 30 days of play time in order to access the 30 days of play time I was paying for. Had they been honest about this up front, I probably wouldn't have purchased the game.

This isn't about the cost. It isn't about paying for a subscription. It's about the fact that people paid for 30 days (it's not "free" and anyone who thinks it is needs to think again) and they are now being told that in order to get the 30 days they have already paid for they have to pay an additional amount of money for a subscription that isn't even going to be active until the 30 days they've already paid for is over.

The bottom line is that it doesn't matter why people don't want to pay it. It doesn't matter if they planned on it originally, it doesn't even matter how they intended to pay for it. What matters is that we're being told that unless we pay upfront for a subscription that won't be activated for at least 30 days, we will not be allowed to access a product that we have already paid for. And that is why people are so angry over this.

I haven't paid a dime for the subscription to this game and I'm still playing:)

Mommy's credit card?

For you information, not that its any of your business, my Mother passed away 12 years ago.

HalfaBubbleoff_ESO

At this moment, I am unhappy with the customer service. Why? Because the communication has been, to put it kindly, inadequate.

From the sale confirmation email:
"The first 30 days of unlimited game play begins when you select your preferred subscription plan (but not prior to game launch) on account.elderscrollsoline.com/store After your initial 30 days of included access a subscription will cost $14.99 per month. Subscription fees will only be charged for game access after the first 30 days, subject to cancellation by you at any time."

From the subscription receipt email:
Total: $0.00 USD
Subscription information
You have selected the following subscription plan:
180 Day Subscription
$77.94 USD every 180 days

When your account runs out of Game Time, you will be automatically billed $77.94 + applicable taxes for another 180 days of game time

From my Credit Card (as of right now, and still pending 4 days later)
Pending Charges:
Elderscrolls $77.94
"Pending Charges are purchase or pre-authorizations that haven't posted to your account yet" (from my credit card app, and nothing about this being a part of an "authorization" or "verification").

From ESO Customer Service email from yesterday:
For credit cards, debit cards and PayPal there is no charge made until after your included 30 days of game time has expired. For these payment methods, there is an authorization check performed to ensure the payment method is valid. You may see a temporary account authorization hold put on funds in your account while the verification completes. Usually this authorization hold lasts a short period of time before being removed. The duration of this hold can vary from bank to bank.


This charge is showing up as a "Pending Charge", which means it appears as a purchase, which is in opposition to previous and subsequent communication about an "authorization" or "verification" check. If "authorization check" = "Pending Charge", then be upfront about it.

I would like to advise those that have the ability to make a decision to:
1) Admit you made a mistake in not fully explaining what you were going to do and when you were going to do it. Just admit that the communication could have been better and validate the feelings of the community that this could have been handled better. Right now, the communication has been awkward at best.
2) Change the amount of the "authorization check" to $1 or less.
3) Clearly state during the purchase of the game, when and how much you will transact on a customer's account, even if it is only for an "authorization check" and that it may show up as a "Pending Charge".
4) Clearly communicate with your customers in the Game Launcher, with how much "Game Time" they have remaining before they will be charged.

Vladish

SuperScrubby wrote: »

I'm surprised that this thread is still going on and to read that there are so many people that weren't sure if they were going to subscribe after the 30 day trial. Not to mention the people were were going to subscribe anyways but now refuse to because of the billing practices. While I understand that, I can't imagine that all the complaints in this thread are going to make a considerable impact on Zeni's financials. Especially since a good amount of people said they'd come back later to play.

Which basically means you're cutting your nose off to spite your face. The action of unsubscribing due to their shady billing practices and then coming back around is just empty threats and does nothing since their billing practices will either stay the same or change on their own terms.

I'm not going to say good riddance or don't let the door hit you on the way out, but by this point don't you think Zeni would have said something or done something? The fact they haven't don't anything tells you everything you need to know. So for those that are so furious that they're going to go through all this laboring activity on trying to cancel or get their money back, why not just spend the time and play the game? Unless their giving refunds out readily (which I don't think is the case) just play for the amount of time you paid for, enjoy the game. Once your time is up walk away rather than doing a charge back and getting your code banned meaning you'll have spent $60+ to never be able to play the game again.

Yes it's the principle that counts, however paying $15 once rather than trying to do a chargeback and losing the game you paid $60+ for seems like a disproportionate response. That's all I'm saying.

To some of us principle means a lot. We don't like being pushed around and treated like ***. I have been part of this game since early closed beta, but most of my friends/guild weren't. We were going to use the 30 days to determine whether or not we want to invest in the game in the first place.

Not everyone that bought the game was certain whether or not they will subscribe long term or at all. Not everyone that is no longer interested in the game will come back. There are at this point hundreds of mmos out there. The mods are being constantly produced for Skyrim to make it unique experience every time you play it.

Yes, company that cannot be trusted and practices shady business tactics is a turn off for many. Why would I trust my personal/banking information to a company that doesn't even attempts to be accountable for its shortcomings. I mean, they even ask for personal, sensitive information over unsecured phone/email. NO OTHER COMPANY in my last, I dunno, 15 years of experience with mmos, ever asked that. On the contrary, they ALWAYS warned about releasing that information to anyone and through any means.

On top of that instead of focusing on helping people and working out the bugs they just bring more *** to the table that screws people over (referring to their recent release of authenticator codes).

They are also going on a perma-ban spree left and right. Can't even help a guildie or a family member with buying a horse or whatever. How the hell are you supposed to play the mmo when you are being punished for interacting with others. If I wanted to play a game where the extend of interaction is using it as an expensive chat system, I'd do just that. It will be no different from playing Skyrim and have a messenger running at the same time as every other person will feel like an NPC.

Personally, if all of us (my friends and I) don't have all our issues resolved by the end of the week, those of us unable to play the game are going to return our games and never look back at this abomination again (and yes, we talked to retailers whom are aware of the issues and they will accept the games back, in case you were wondering). Too bad, as the game started out well, and ZeniMax's insecurity is ruining it.

AntiParadox

I can't blame people for getting frustrated. Heck, I'm frustrated. Sitting at 31 or 32 hours, I think, without so much as an email acknowledging, "yes, we've received your ticket and we really will have someone call you before the turn of the next Era, aka. shortly." I've already been blown off once, and I'm bracing myself to be blown off again. IIIIIIIIIIF they ever call me back. Grr.

I can't get into the game because I can't even set up a subscription, and following the green-posted advice on this very sticky has done diddly-squat thus far. I'm looking at my account page and wondering why in the heck I bothered to pre-order, paying $80 over a month in advance. I'm wondering why I thought it'd be nice to treat myself to the Imperial Edition with my leftover Christmas money (I normally skip on special/limited editions). And man, am I kicking myself for thinking, "What the heck, this one time, I'll be an early adopter instead of waiting for a more stabilized model!"

Totally envying those squeakier wheels who've managed to get their issues resolved. Seems like those who are making new threads ad nauseum and throwing around threats are the ones getting timely solutions/escalations.

Vladish

mechsoldiersalvatorenub18_ESO wrote: »

As stated in their ToS, they have stated once the money is spent, they will not be refunding users. So those who have claimed their money has already been withdrawn from their accounts are very much out of luck in that case. Though, as stated in there too, they have to provide them the days of access they paid for on top of that. If they do not, it is considered a breach of contract and legal action can be taken.

Don't get me wrong. I want to play this game; badly, as a matter of fact. It's a matter of I cannot and came to this forum originally because of the edit to the post. I was under the impression they'd actually help users but are doing absolutely nothing. That's what's upsetting me.

Actually as long you used credit/debit card they are legally bound to return the money to you. As that money was withdrawn as part of authorization process and not actually paying for the subscription, they have no legal grounds to hold on to these funds and they are opening themselves up for helluva legal case against them. Credit/debit was stated officially by them that those were temporary holds on the funds, and if they don't return them that is a breach of contract. Of course that does not apply to the payment forms that they did stated, will be charged, but that has to be stated up front.

As for ZeniMax, it seems they are still obsessed with their insecurities. The recent authenticator fiasco is the proof of that. In the meantime they do nothing to help/solve people's problems.

Vladish

ts.longb14_ESO wrote: »

Let people vent, Dude. When someone is wronged (or feel like they have been wronged) - It bloody feels good to vent. Here others feel equally wronged - So everyone can vent together. Yes, like other similar situations of this kind Big Business is going to win - BUT WE CAN STILL COMPLAIN ABOUT IT, DARN IT! hehe - Also, even if they aren't currently doing anything- hopefully, if this pops up again for them in some kind of way they will know better.

Big business will win? Tell that to Mythic and Warhammer Online. At least with them I never run into such problems company-wise. Zeni started alienating customers from day one, and they keep screwing *** up that keeps alienating more. Unless they get their *** together soon, this little pet project of theirs is going to crash and burn like Warhammer did. Just an example.

Vladish

SuperScrubby wrote: »

I mean while venting is good, I honestly think playing the game especially since you paid for it is better. But I mean letting anger get the better of you and losing game time willingly because you're upset seems a bit childish because really the only person that's losing is you. Right? Especially since there are people that paid willingly, don't mind the authorization charge and can't get in the game. Almost like a slap in their faces too by boycotting something you paid for.

A lot of us aren't even able to play because of their screwed up system. Billing, subscription, random bans, authenticating system... it's like they don't want people using their product.

DanteYoda

Vladish wrote: »

SuperScrubby wrote: »

I mean while venting is good, I honestly think playing the game especially since you paid for it is better. But I mean letting anger get the better of you and losing game time willingly because you're upset seems a bit childish because really the only person that's losing is you. Right? Especially since there are people that paid willingly, don't mind the authorization charge and can't get in the game. Almost like a slap in their faces too by boycotting something you paid for.

A lot of us aren't even able to play because of their screwed up system. Billing, subscription, random bans, authenticating system... it's like they don't want people using their product.

I don't think the bans are all that random, people are exploiting and get banned..

Psychic_Kitty

hmmm its been a long time....I sent in a ticket to get a call back....and well I think their office is closed.

well no support for me I guess.

I am really trying to be patient with this game...but there are getting to be too many issues with it.

Vladish

DanteYoda wrote: »

Vladish wrote: »

A lot of us aren't even able to play because of their screwed up system. Billing, subscription, random bans, authenticating system... it's like they don't want people using their product.

I don't think the bans are all that random, people are exploiting and get banned..

Some, possibly, but not being able to share your funds in order to help a guildie with a purchase for fear of getting banned is ridiculous. And yes, that is what happened to guildie of mine when he tried to help another to buy a horse.

FrostKittyPaw

This is getting beyond absurd. I've been trying to talk to the support but every time I send a message all I get back half a day later is the following.
"Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 120 days.

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
"
Support will not even talk to me about refund policy or charges. This is the worst company I have ever dealt with.