Maintenance for the week of November 25:
• PC/Mac: NA and EU megaservers for maintenance – November 25, 4:00AM EST (9:00 UTC) - 7:00AM EST (12:00 UTC)
• Xbox: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
• PlayStation®: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
• PC/Mac: NA and EU megaservers for maintenance – November 25, 4:00AM EST (9:00 UTC) - 7:00AM EST (12:00 UTC)
• Xbox: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
• PlayStation®: NA and EU megaservers for maintenance – November 27, 6:00AM EST (11:00 UTC) - 9:00AM EST (14:00 UTC)
Official Statement on Payment Methods
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silvestru_liviueb17_ESO wrote: »@Saerydoth you still don't get it...
I get it perfectly. I used to work for a bank, so I know how pending charges and authorization holds work. And people need to educate themselves on the process before they blame a merchant for something they have no control over.
You do not get it. Most Merchants only process a fee between .01 to 1.00 to verify the card is authentic and valid. They do not however authenticate the full amount 30 days in advance even if it is a temp hold. This is where people are getting upset. Not the fact that they are placing a hold but the fact that they are doing if for the whole amount. Go to any gas station use your credit card and you will see(before end of day batch of the store) a 1.00 dollar hold on your account this is to verify the card is valid for payment. Then once the End of Day Batch happens the full amount goes through and the 1.00 fee drops off in a few hour to days. The only time this does not happen is when you use the debit side of your ATM/CC issued by your bank the full amount of the purchase comes out instantly. The merchant has full control over what is charged for a hold and authorization charge. At least I did when I had my merchant account when my business was open.Edited by gldnsabre_ESO on April 15, 2014 12:26AM5 -
Nebthet78✭✭✭✭✭
✭✭I'm sorry, but as a customer, it is NOT MY FAULT that ZOS as a company didn't have the Game Time Cards out to ALL retailers prior to launch!!
For months you (ZOS/Bethesda) have advertised Game Time Cards as a valid payment method to play the game with, and yet come launch time where are they??? Not available in the US and Canada. It is highly inappropriate and extremely shady of a company to attempt to coerce customers over to using Credit Cards and Paypal when that is not the payment method they want to use.
As a result, a good number of people have to wait until April 28th or longer in order to purchase Game Time Cards. That is, of course, if they are EVER released. And your CSRs will not even help them.
So people have every right to be angry with you, and many people understood very well what you told them, and then reversed without notifying people. But some of us were smart enough to copy and paste our Terms of Service agreements and anything else we had to agree to in order to check for inconsistencies.
Sorry, but your official statement has done nothing more than reduce the already dwindling trust I have in your company.Far too many characters to list any more.3 -
hippiej✭How about the very serious problem of not allowing myself to use my CC to pay for my wifes account because the account is in her name and the CC is in mine!? We even changed her account name to mine and tried payment again and it wont allow it! tried to contact Zenimax and they say they will call back after an hour....that was over 3 hours ago!! my wife cant play because of their stupid system of doing things!
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jamesharv2005ub17_ESO✭✭✭✭✭
✭✭✭Is there any timeframe available on when gametime cards will be available retail in the US?2 -
Apoxxi✭✭jamesharv2005ub17_ESO wrote: »Is there any timeframe available on when gametime cards will be available retail in the US?
I believe I read the 28th... somewhere? I could be wrong though, sorry!
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jamesharv2005ub17_ESO✭✭✭✭✭
✭✭✭I have a credit card but I prefer to buy gametime cards instead. For one I get gamestop gift cards from a survey place here in town. I could pay for eso with those.
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Botak✭✭ZOS_JessicaFolsom wrote: »basketball_rickyb16_ESO wrote: »
Yes, game time cards should be available at Best Buy and GameStop some time this week. Target and Walmart will also be getting them, but we do not currently have a confirmed ETA from them.
Jessica,
Could you help my friend. The paypal option is not even working for the sub.
Email case id #140414-071036.
The CSR isn't reading the email and don't understand English. Could you help out for this case? My friend can't play since he can't sub the game with the paypal.
Thanks0 -
It's great that people have the option to get refunds if they aren't interested in extending their membership; sometimes people are
forced to change their membership status, even if they wish to continue playing.
I still think it's silly how upset some people are getting over providing their credit card information. I've provided my information and then immediately canceled my subscription for products I planned to use short-term.
Don't have a credit card? Neither do I, I use debit.
Here are a couple of reasons.
http://money.cnn.com/2014/01/15/pf/new-cards-hack/
http://en.wikipedia.org/wiki/PlayStation_Network_outage
Then there is this one of particular interest.
http://venturebeat.com/2011/06/13/lulzsec-bethesda-hack/
So its not to "silly" to have concerns about security in general and
based on how things have gone thus far. Well not much more to add to
that.
You forgot to mention the EA/Mythic WHO fiasco where people had unauthroized charges placed to their accounts, some in excess of $5000 -
Bansheedragon wrote: »
No you still do not get it.
Contrary to your belief it is not the actual authorization charge people are angry about, people actually understand this.
What people are angry about is this.
1. That there is no mention of them doing it much less that they actually put a full month subscription on hold for varying amounts of time.
2. They will deny you access to the free 30 days that you already paid for unless you commit to a sub plan and pay their exorbitant authorization charge.
3. People who dont have a CC or other methods of paying for a sub, or dont have money available at them time of adding their game code will not be able to play for the free 30 days until they have money.
4. There are little to no communication from ZOS, and what little information we do get are vague at best and only serves to strengthen peoples suspicions and anger.
The big issue is #2 - although one does not pay an authorization charge, but dealing with a disappearance for up to a week of $15 bucks is excessive.
@ZOS_JessicaFolsom - ZOS does need to change it' authorization charge practices to the more standard, and understood, $1/$.01 charged by most other online subscription services.
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ZOS_JessicaFolsom wrote: »basketball_rickyb16_ESO wrote: »
Yes, game time cards should be available at Best Buy and GameStop some time this week. Target and Walmart will also be getting them, but we do not currently have a confirmed ETA from them.
Just to confirm I saw the cards on the shelf at my local best buy on Sunday.0 -
Skirmish840 wrote: »Yup the point was missed, you held our money, 2 or 3 days for authorisation not 7 or 8 days, you should never have held $15 either, only the standard 1 cent or 99 cents at the most..
My guess is that ZOS is playing the float.
You mean using the money to inflate an account balance or such? Not sure that would work for them - an authorization charge never settles, so they never have the money.0 -
The word of the day seems to be communication. Financial companies have a lack of it, which is leading to the holding and unintentional withdrawl of users' money. Big companies such as Walmart and Gamestop haven't gotten word from corporate, let alone had the prepaid cards delivered to them. The cause could be many things. From what I've heard, though, Zenimax is working on getting it fixed, even though they haven't stated problem A (doesn't mean your's truly has no info)
"It's not necessarily our fault that holds are being applied as it has to do with financial companies protecting themselves from the Thieves' Guild and the Dark Brotherhood, but we are accepting some of the responsibility and have some powerful mages working on wards to clean up this process."
If they haven't gotten to you, yet, keep in mind the "Bank Account Being Charged" forum has over 2,200 posts by users experiencing the issue. And seeing as they'd have to either send the money back to the financial business or compensate you, it's not a really fast process.
Release week could've gone a lot smoother, to be honest, but I do hope those still experiencing the issues get theirs resolved soon.0 -
Disappearingone✭✭✭@ZOS_JessicaFolsom
The pending charges are still held against my account, and Its been over a week. any word on this?!?0 -
Alisu✭✭I used Visa Electron for my account. For seller it shows just like Visa and thus works in net everywhere that Visa works. However, for me it's quite different. As soon as I do a purchase, the system makes direct check to my account and places that amount on hold. I called to my bank and yes, the hold is THREE WEEKS. If the seller cancels the purchase soon after (as you claim you do for the validation fee) sure, it won't be charged. But the bank doesn't know it and still holds the amount on hold, and it's only cancellable if the seller specifically call to the bank. I can't just cancel it myself because, you know, frauds and stuff. I don't expect you to call every bank, really, but you don't have to hold the whole amount as ransom.
You'd stop most of this grief if you'd just change the validation amount to something people can stand to loose for a while, the aforementioned 0.01 to 1 euro/dollar.
People are not upset that you check the validity of the credit card, they are upset by irresponsible the method you do it.
Consider it this way, I have specific account for gaming purposes, to game subs going. So that I won't forget them running if I end up leaving from game, I just move monthly an amount there to cover next payment. Now if I started sub closer to it's billing time, say a few days before the previous one is closing, your validity check would draw the funds away (yay, the account has enough money, you're good to go), however when the billing time comes around the account is empty because YOU drew it empty with your IRRESPONSIBLE way to handle things. Sure, the money you just "temporarily" reserved will be returned 3 weeks later, way too late for the actual billing time.3 -
FOS - hide behind that lame bs all you want. terms, germs, blah, blah, blah. No other game has done this. The biggest uproar is the enrollment for people that already paid for the game and 30 days. You can steam dry, freeze dry, even stick that chit in yer eye. It still reeks and IS the worst move ever made in gamer history (well, besides someone letting Uwe Boll make movies). Even FF14 bumped to a card you can pick up at a convenience store, Target, etc (Ultimate Game Card).Edited by greeat-scottb14_ESO on April 15, 2014 6:17AM2
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Soliduparrow✭✭✭"What we've got here is failure to communicate"
https://www.youtube.com/watch?v=1fuDDqU6n4o
-Jessica Folsom, Community Manager1 -
Scinder✭Oddly in NZ, they had game cards in the shops on launch day at a cheaper price than it is to pay for it online because the company has the nerve to charge us in Euros.1
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Ojustaboo✭✭✭✭✭
✭We care about our customers and have been upfront in informing everyone ......
Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused
Yet you also said“If you don’t like the game, of course you’re not subscribing to it,” says Hines. “You get the game, you get your first month without having to pay for a subscription to see ‘is this thing a thing I like’? If your approach that you want to take is that, for example, you love Skyrim, you played it for 125 hours, but after three or four weeks you were done, then you can do the exact same thing in Elder Scrolls Online.”
“You can buy it, play the hell out of it for four weeks and go ‘Eh! I’m done. I did everything I wanted to do, I did a bunch of single-player stuff, I did a bunch of PVP, and now I’m out.’ Then you’re out. The subscription is irrelevant. The initial purchase is exactly the same as any other PC game because you don’t have to pay for the subscription until your 30 days is up.”Edited by Ojustaboo on April 15, 2014 7:53AM5 -
sahib✭✭✭
Up to a week? I've been waiting since 04/04.Rajani Isa wrote: »The big issue is #2 - although one does not pay an authorization charge, but dealing with a disappearance for up to a week of $15 bucks is excessive.
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AshenArtifice✭✭✭
I got a time card when I picked up my physical copy at EB Games (I prefer them because they are non-recurring and I can't be sure I'll always have the amount of the subscription when I need to pay for it). How is it that we in New Zealand have these cards sooner than people in USA and Europe?Oddly in NZ, they had game cards in the shops on launch day at a cheaper price than it is to pay for it online because the company has the nerve to charge us in Euros.
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Still no comment about the authorization charge that has been pending in my account since 4/4? If I have to wait until 29.4 when it autocancels, I am going to be really unhappy with you.0
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what a crock of garbage.
One response about game cards, but NOTHING back about what people are actually angry about.
I guess its another keep quite and the problem will go about company, huh?3 -
otomodachi✭✭✭Just... I've said it again, but the text of this statement reinforces my belief there is no one managing PR at ZO. The more times I READ that statement, the more insulting it comes off as.What do you gain by criticizing a CSR complaint?3 -
If You have subscribed for an automatic subscription renewal, You agree that ZEL 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.
Nothing about this?ZOS_JessicaFolsom wrote: ». Further, they are informed that they can cancel their chosen payment method up until the first 30-days included with the purchase of the game expires.ZOS_JessicaFolsom wrote: »
Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused. Because this non-recurring payment option has caused some confusion, on a case by case basis, customers who have already made a subscription payment using GiroPay, WebMoney, iDeal or Paysafe prior to 11th April, and who are still playing Elder Scrolls Online within the 30 days of game time included with the initial purchase, may contact our customer support team and request a return of funds for the amount of the subscription payment.
First of all, bravo for this. That is a very reasonable thing to do for people that dont want to continue playing after the 1st month.
But, you didnt made it clear.We can go back and quote the ToS and how the way it was formed was open for misinterpretation. It's not a bad thing to admit that you simply set up a billing plan that wasnt well thought from start. You could have done a lot of things differently to avoid all this mess. Like drop the initial price of the product, removing the 30 days of game time and ask people to set up a sub plan right away (and provide codes for the retail verion of the game for people without CC or something similar).
The thing is, does the problem remain? For people that buy the game tomorrow what happens? Do they go through the same process we did? Do they need to have the full amount of a sub plan on their CC to access the game? do they still need to pay for 2 months if they dont want to use a CC? And although we can say that now people are informed about what to do, isnt still a bad billing method ?0 -
felixgamingx1✭✭✭✭I don't think customers and the game staff/developers are on the same page here...0 -
fuglsangxb16_ESOSoul Shrivengijszaccountsb16_ESO wrote: »I mentioned this in an earlier topic, but most people in the EU don't have a Credit Card nor do they choose to have PayPal.
What european country do you live in, since you're able to make such a bold statement? I'm from Denmark and everybody I know and know of, either have a credit or debit card. Most young people have only debit card, but those are the ones usualy below their 20's. You seem to pull this info out of the blue air, so please stop generalizing.0 -
ebunts14_ESO✭✭✭ZOS was clear on what was needed to set up an account. Its not their fault people tend not to read things. Then when people think they get blind sided they get mad. It WAS Clear that a method of payment would need to be used to set up an account.
Nor is it ZOS issue how the different companies do their business. ZOS does not control those companies.
If you don't have a cc/debit card, then you can get a pre-paid card and then once before first payment is made you can cancel your account or you can change payment method. Problem solved.
Considering the number of players, those that are complaining is just a very small fraction of the player base. And it is common practice to have a means to pay for a subscription at time of account creation. Its been this way since UO.
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(Solved) Fantastic. Just tried to setup subscription for my GF. Indeed the iDeal options is gone. So I tried PayPal... but Zenimax wants a credit card connected to PayPal. Not gonna happen! I guess this means more FFXIV/WoW for her and apply for a refund for the game if this doesn't get fixed in a few days. :S
Edit: if you add funds to PayPal (using iDeal for example), a credit card isn't needed. Thanks to Ojustaboo for pointing me in that direction (see below).Edited by NehmiShirah on April 15, 2014 1:46PM0 -
ebuntsb please stop spamming if you are not aware of the issue or you fail to understand it2
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Ojustaboo✭✭✭✭✭
✭NehmiShirah wrote: »Fantastic. Just tried to setup subscription for my GF. Indeed the iDeal options is gone. So I tried PayPal... but Zenimax wants a credit card connected to PayPal. Not gonna happen! I guess this means more FFXIV/WoW for her and apply for a refund for the game if this doesn't get fixed in a few days. :S
I paid by paypal and I don't have a credit card0