Official Statement on Payment Methods

wllstrt75b14_ESO

Zenimax really needs to work on their Public Relation skills. Blaming their consumers and basically calling them stupid does not improve subscription rates.

I understand their frustration but the burden really falls on to the decision makers within the organizations.

Everything that is going on could be handled in a much more client friendly approach that would settle down the consumer base, improve relations and trust and help to promote the longevity of the game. Instead they continue to put out incorrect information, blame their consumers, and not communicate the work in progress to the expectations of their clientele.

It is almost as if they want this game to fail.

Very disorganized organization with no concept of consumer needs, very poor leadership at the top of this company IMO.

wllstrt75b14_ESO

mozark24b14_ESO wrote: »

Must be a whole lot of kids here that either A) cant convince daddy to give them a credit card or are completely self-entitled and cannot fathom reading the info on the website before purchase or C) on the run from the fuzz so can't use their credit card (I like this one!). I read above the guy who said that the customer is always right... that is COMPLETE BS and clearly you have never worked in retail. Customers like you are annoying, misinformed, childish, and expect to get everything for free. Completely agree with ZOS stance, it was posted well before launch so it's YOUR own fault if you did not read it (ZOMG it could be a user's error???).

you sir obviously have no idea what the concept of the customer is always right mentality is about.

You are not much of a business person are you?

Ofcourse the consumer is not always right in reality, but there are several ways you can make the consumer feel as if they are right and still get your point pout and not give away things for free. It is called Public relations!
You would fit in well at Zenimax as you obviously don't understand the concept.

you obviously have no compassion and have had no issues with the game otherwise you would be singing a different tune.

adfb16_ESO

ZOS_JessicaFolsom wrote: »

Below is an official statement we released about the different payment methods we offer, and some specific details about non-recurring options:

We care about our customers and have been upfront in informing everyone that The Elder Scrolls Online is a subscription game -- an online game requiring a paid subscription to play.

Every customer that purchases the game receives 30 days of play included. Upon registration, customers are required to choose a payment method for the subscription fee associated with game play beyond the first 30 days of service.

Customers who choose to pay for a subscription with a recurring payment method, such as a credit card, are advised they will not be charged until the first 30-days of use included with the purchase of the game expire. 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.

In order to give our customers the most flexibility in how they pay for their subscription, we also offer non-recurring payment options, such as Webmoney and iDeal.
Customers choosing to use a non-recurring payment method for a one-time subscription purchase are advised they will be billed immediately for subscription and that their purchase is final. Customers who utilize these non-recurring payment methods will receive immediate access to the 30 days of use included with the purchase of the game plus the additional amount of time associated with the subscription plan they selected – e.g. 30, 90 or 180 days.

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.
We are currently re-evaluating the GiroPay, WebMoney, iDeal or Paysafe non-recurring payment methods and as such have removed them as a payment option for the time being.

LOL, how did ZM ever think that wasn't going to be an issue. Seriously short sighted on your part there ZM.

I will spell it out for you so its easy to understand...

When people buy a subscription game with game time included, they expect to be able to use the included game time to decide if they are going to enjoy the game enough to want set up a recurring subscription, so ofc being forced to pay for extra time just so they can gain access to the time they have already paid for, IS GOING TO *** THEM OFF.

It's not rocket science.

TimGS

So...
I've chosen my sub plan on 4/7. I got in the game. Good. Maybe I will even continue to play after my free 30 days.
But. I got one question. And I keep asking it here and hope someone could give me the answer (maybe one of those zeni white knights, mmm?). I was charged for $15 when I set my sub plan. I called to bank and they confirmed my money charged. Not held or being on pending charge or something. Sooo, here's the question: when will I get it back? Usually it takes up to 5 weekdays for my bank to do this operation but now something is definitely wrong. And I assume Zenimax just keeping my money. If you're not, I wanna see proof. You got my email, send me your bank statement proving you gave money back so I could show that to my bank. Otherwise I have no rights to blame them but have full rights to blame you.

otomodachi

adfb16_ESO wrote: »

ZOS_JessicaFolsom wrote: »

Below is an official statement we released about the different payment methods we offer, and some specific details about non-recurring options:

We care about our customers and have been upfront in informing everyone that The Elder Scrolls Online is a subscription game -- an online game requiring a paid subscription to play.

Every customer that purchases the game receives 30 days of play included. Upon registration, customers are required to choose a payment method for the subscription fee associated with game play beyond the first 30 days of service.

Customers who choose to pay for a subscription with a recurring payment method, such as a credit card, are advised they will not be charged until the first 30-days of use included with the purchase of the game expire. 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.

In order to give our customers the most flexibility in how they pay for their subscription, we also offer non-recurring payment options, such as Webmoney and iDeal.
Customers choosing to use a non-recurring payment method for a one-time subscription purchase are advised they will be billed immediately for subscription and that their purchase is final. Customers who utilize these non-recurring payment methods will receive immediate access to the 30 days of use included with the purchase of the game plus the additional amount of time associated with the subscription plan they selected – e.g. 30, 90 or 180 days.

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.
We are currently re-evaluating the GiroPay, WebMoney, iDeal or Paysafe non-recurring payment methods and as such have removed them as a payment option for the time being.

LOL, how did ZM ever think that wasn't going to be an issue. Seriously short sighted on your part there ZM.

I will spell it out for you so its easy to understand...

When people buy a subscription game with game time included, they expect to be able to use the included game time to decide if they are going to enjoy the game enough to want set up a recurring subscription, so ofc being forced to pay for extra time just so they can gain access to the time they have already paid for, IS GOING TO *** THEM OFF.

It's not rocket science.

Right? Perhaps people'd understand what you mean better if you phrase it as customer appreciation. People's impressions are formed by what you do; basic stuff. Saying "Our passion is helping" is detrimental if you don't actually address the problem. As far as I understand it, this message is literally telling people they are welcome to go do something I can't input into this forum.

bersrkdragonb14_ESO

I'm glad there are pre-paid game cards because I work a lot and thus a Sub would be very impractical for me since I only play for certain amount of time. This way I can choose if I'll have enough time to buy a time card and play that month or not. ~

deef85b16_ESO

Would like to see when iDeal is coming back, or even a direct bank transfer option if necessary. Because I don't own a CC, and will not merely for a game.

gonsecub17_ESO

I literally had to contact the Michigan's Attorney Generals office and the Federal Trade Commission to get a refund. They are investigating further. Also, take time to report these clowns to the BBB. There's already a file on them.

LastLaugh

Better late than never, I guess.

Killum

Lina wrote: »

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?

Even I missed this and I read everything, must have been tired or distracted. So this means in effect that if I wish to cancel at any point (Not planning to atm) then even if I cancel 1 day after I have paid a months sub (or at any time during my subscription) then I will still have at least 1 more monthly subscription to pay.

This really sucks!!

If I cancel then I should be allowed to use whatever gametime I have paid for and NOT get charged anymore. No other MMO I have played in the past 15 years or so has ever required 30 days notice.

*Note

Anyone that has signed on for a recurring monthly subscription will be paying for at least 2 months (60 Days) unless they cancel before the 'Free' 30 days are up. If they cancel before the 'Free' 30 days are up they will still be charged for the 1st 30 days after the 30 days of 'Free' time ends because you will not have given the REQUIRED 30 days notice.

torstenb16_ESO8

im very sorry to say, i went to the city buyed a paysafe card and then paysfe option was gone, a friend too, it lost 30 euros, i dont have the money to make an appo for a new 3 to 4 month abbo, so i cannot play soon, i want to make a cheap half year abbo, but failed, because the take paysafe out.Soon i cannot play eso anymore when abbo time runs out, because the removed to pay with paysafe card.It seems that game will become free to play faster then i thought, because of bad customer Support.

RammAss

So very sad. After 10 days of waiting for my original 13 euro registration money refund after cancelling my subscription today I turned to the official authorities. I may not have done this if ZOS at least doesnt disable the support option on this site. The way they treat customers made me feel sick .

blackevil86

Still no ETA on when and if the non-recurring subs are coming back. No official statement, and no response from CS. My guess is after this month comes to an end and many wont be able to play anymore. And if you bought the game with PaySafeCard like me, they have no way to refund you unless you get yourself a CC or PayPal or perhaps a lawyer...

After the refund, the included 30 days we PAID FOR, should still be available in my opinion.

killedbyping

It's been 2 weeks already since i choosed my subscription plan and my money still on Hold.
Why dont you just give us those 30 days we paid for instead of making us nervous with authorization which is NOT working as you stated ?
This just doesnt make any sense...

djabelek

The Integrity of ZM is going down the tubes. Customer services already is at a all time low. When are they going to wake up and smell outhouse they are creating.
Simple Fact is they have the several countries trade commissions involved now.
The sub base is going to drop drastically when everyone is done with their 30 days free and why is this.
1. Gold Spammers (cough cough)
2. System Hacks (there is no totally secure system)
3. You have prove you have 14.99 + tax in your bank account to play
first 30 days free.
For those that don't realize including the ones that claim that they know banking. A hold on you account is no longer in your bank account, it goes into
a trust account, that is held by either the company that you are purchasing from
or Merchant. During this time you don't get to collect any interest (debit cards on interest bearing accounts), but if you are on a regular cc you pay interest
on the 1 - 3 days that hold is out there and when it is returned you bank has to negate that interest. But what about the holding account, simply these are usually high yield accounts so as these millions of dollars are gathered they are making money.
I don't mind any of what I have just posted every company has the right to make money. TO DO IT IN SUCH A FASHION WITH NO WARNING MAKES YOU WONDER, is there other issues that we don't know about I remember a play nc game that got in trouble it was a sub game fun one to. It was pulled with very little notice when this happened because the PR people didn't do there jobs properly PLAY NC gave refunds and a lot more to save face with their community, Blizzard did the same thing with WOW they gave 30 days free above and beyond. WHY IS THIS ONE WORD INTERGRITY.

killedbyping

djabelek wrote: »

The Integrity of ZM is going down the tubes. Customer services already is at a all time low. When are they going to wake up and smell outhouse they are creating.
Simple Fact is they have the several countries trade commissions involved now.
The sub base is going to drop drastically when everyone is done with their 30 days free and why is this.
1. Gold Spammers (cough cough)
2. System Hacks (there is no totally secure system)
3. You have prove you have 14.99 + tax in your bank account to play
first 30 days free.
For those that don't realize including the ones that claim that they know banking. A hold on you account is no longer in your bank account, it goes into
a trust account, that is held by either the company that you are purchasing from
or Merchant. During this time you don't get to collect any interest (debit cards on interest bearing accounts), but if you are on a regular cc you pay interest
on the 1 - 3 days that hold is out there and when it is returned you bank has to negate that interest. But what about the holding account, simply these are usually high yield accounts so as these millions of dollars are gathered they are making money.
I don't mind any of what I have just posted every company has the right to make money. TO DO IT IN SUCH A FASHION WITH NO WARNING MAKES YOU WONDER, is there other issues that we don't know about I remember a play nc game that got in trouble it was a sub game fun one to. It was pulled with very little notice when this happened because the PR people didn't do there jobs properly PLAY NC gave refunds and a lot more to save face with their community, Blizzard did the same thing with WOW they gave 30 days free above and beyond. WHY IS THIS ONE WORD INTERGRITY.

Mean point is there wouldnt be so many ppl angry if auth hold was actualy 1-3 days.
For most of people like me auth hold lasts for ever.
As i said in previous message, my money on hold for 2 weeks so far and i dont know what to expect since customer support only give me same answer everytime by copy-paste me the info about activating your account and auth hold.
They didnt even updated that auth FAQ. It is still say that auth check should be instant and money should come back in 3 days.

Mullberry

ZOS_JessicaFolsom wrote: »

Below is an official statement ...

Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused. Because why? You are saying we are stupid here. Which is beyond belief in a "PR" statement

I wasn't even upset about this particular thing until I read your insulting "public Relations" statement.

I wonder did HR goof up so Zenimax has programmers doing their PR, and PR people doing their programming? That would explain the "game play experience" we are seeing And also the skill and finesse with which PR is being handled.

Anyway you have a game that has some serious gameplay problems. May-beeeee you shouldn't get snarky.

Your PR statement there just convinced me to cancel my pending subscription until you get the game fixed. This especially because of your absurd, have to cancel 30 days in advance of the NEXT payment , or you take the money anyway, policy.

otomodachi

Mullberry wrote: »

ZOS_JessicaFolsom wrote: »

Below is an official statement ...

Even though we made clear how the non-recurring payment option worked, despite our caution, some didn't understand or were confused. Because why? You are saying we are stupid here. Which is beyond belief in a "PR" statement

I wasn't even upset about this particular thing until I read your insulting "public Relations" statement.

I wonder did HR goof up so Zenimax has programmers doing their PR, and PR people doing their programming? That would explain the "game play experience" we are seeing And also the skill and finesse with which PR is being handled.

Anyway you have a game that has some serious gameplay problems. May-beeeee you shouldn't get snarky.

Your PR statement there just convinced me to cancel my pending subscription until you get the game fixed. This especially because of your absurd, have to cancel 30 days in advance of the NEXT payment , or you take the money anyway, policy.

Hey, they said their statement was very clear. They DIDN'T say what it was very clearly STATING. :P

rayvn03b14_ESO

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.

That's my A-1 issue right there. they didn't tell anyone, and they didn't tel us that a payment method up from was required for the 30 days.

Also, it took ten days to respond to this? Wow.

Ciante

Subscription method should be entered at the END of the 30 DAYS INCLUDED WITH THE GAME PURCHASE not before 30 days are up, I already bought a game with 30 days of game time and I CAN'T PLAY because I would not give my Credit Card details to a shady company like this. You already robbed me of 30 days of gametime
Every other game on the planet ask for a valid subscription only at the END of the free gametime!

VirtualElizabeth

Authorizing for the full amount is not an uncommon practice now. Apple would do this all the time when shipping out replacement parts such as laptop chargers and other parts the customer could replace on their own. Gas stations do this as well and can authorize up to 100.00 - making these funds unavailable for a few days.

Why does this happen? Simple. When debit cards first started coming out people found loop holes to use these cards for upfront collateral with the full knowledge they would not have the funds to cover the debt when it came due.

Sorry consumers but this is the price of doing business now when using debit cards.

Mullberry

eavammenb14_ESO wrote: »

Authorizing for the full amount is not an uncommon practice now. Apple would do this all the time when shipping out replacement parts such as laptop chargers and other parts the customer could replace on their own. Gas stations do this as well and can authorize up to 100.00 - making these funds unavailable for a few days.

Why does this happen? Simple. When debit cards first started coming out people found loop holes to use these cards for upfront collateral with the full knowledge they would not have the funds to cover the debt when it came due.

Sorry consumers but this is the price of doing business now when using debit cards.

This does not make sense to me. When for example, one puts gas in one's car, it is problem for the vendor if you can not pay.

This case is different. This is not this same you see? They can simply deny access to the game for those who's funds did not go through.

otomodachi

Mullberry wrote: »

eavammenb14_ESO wrote: »

Authorizing for the full amount is not an uncommon practice now. Apple would do this all the time when shipping out replacement parts such as laptop chargers and other parts the customer could replace on their own. Gas stations do this as well and can authorize up to 100.00 - making these funds unavailable for a few days.

Why does this happen? Simple. When debit cards first started coming out people found loop holes to use these cards for upfront collateral with the full knowledge they would not have the funds to cover the debt when it came due.

Sorry consumers but this is the price of doing business now when using debit cards.

This does not make sense to me. When for example, one puts gas in one's car, it is problem for the vendor if you can not pay.

This case is different. This is not this same you see? They can simply deny access to the game for those who's funds did not go through.

And the really interesting thing, AT THE MOMENT, is that I think server overload is a tiny issue. It's not a big deal, the server load part of launch was pretty palatable in my opinion; but it's not like a hotel where your business suffers if someone fails to show up for a reservation. You're not "out a room" for the night because there's effective no finite commodity.

If someone turns out not to have money for their sub, the experience of other players will IMPROVE to a tiny degree (up to the point where, you know, a million deadbeats vanish and the playerbase is too small).

Vladish

gldnsabre_ESO wrote: »

Rook_Master wrote: »

The banks handle the authorization charge, which doesn't even matter if it's a credit card. If you used a debit card, and you don't have the $15 dollars to cover the authorization charge, you probably shouldn't be getting a sub anyway.

Yes they handle the charge but not the amount. Ok I really hate doing this but some people cannot read unless it is in bold and caps. PEOPLE ARE NOT UPSET ABOUT THE FACT THAT THERE WOULD BE A NOMINAL AUTH CHARGE ON THEIR ACCOUNT. WHAT THEY ARE UPSET ABOUT IS THE AUTH CHARGE IS THE FULL AMOUNT OF THE SUB INSTEAD OF THE INDUSTRY STANDARD OF .01 TO 1.00. NO OTHER MMO I HAVE PLAYED HAS CHARGED THE (ok please read) FULL SUB AMOUNT AS AN AUTH CHARGE EVER. There is also another group of people that got screwed because there were no game cards shipped at the time of release for those that do not have CC or bank accounts/paypal. They are also upset because they had to input a paid card with no recourse to not have to use real money to get their 30 days of time that was included in the cost of the game.

People are also pissed because a lot of them haven't had their money returned in timely fashion AND/OR were actually charged as opposed to having their funds just put on hold.

nachtmachen_ESO

Going on 15 days here with no release of the funds. Two letters have now gone unanswered by customer support.

kozakb16_ESO

well i made a ticket on this topic and you said it was only a registration and safety check made on my credit Card , and the payment would be release after few days , its been 14 days now and it is frozen on my bank account , so i would say its not true what you written here ZOS_JessicaFolsom , your company high jacked 1 month of payment on my bank account even thou i have the 30 days free play time.

My game was registred 4-4-2014 and the frozen amount will not be release on my bank account until 6-5-2014 , so its a long few days for making a check on the validation on the Card payment.
By my calculations you actualy get payment before the first amount get released. thats called high jacking Money on the Card holders accounts and are against the Court of law !

xxemoxx

Having to pay or enter sub data upfront is stupid. We paid for a game, that is suppose to give us 30 days free..... we should get out 30 days then be required to have to enter payment or sub data..... not be strong armed to provide CC# or other payment form in order to get our free 30 days on a game we paid $60 or more for from jump.

Manus

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.
We are currently re-evaluating the GiroPay, WebMoney, iDeal or Paysafe non-recurring payment methods and as such have removed them as a payment option for the time being.

The below information is from your support page let me just say its not clear,supportive or helpful. I read the below information expecting to pay a ONE time fee not a recurring fee where you hold my credit card information on file and put it at risk of being hacked and stolen. I'll refer to the following link as my example. http://venturebeat.com/2011/06/13/lulzsec-bethesda-hack/ I think the author of the above statement from ZOS clearly owes the community an apology because it was clearly not clear to the masses. Who would of thought I couldn't make a onetime payment with a CC

I have to ask if not on your FAQ/Support page where exactly did you make it clear? Please point me to that page.



https://help.elderscrollsonline.com/

Does ESO offer price discounts on extended subscription options?
Yes. We want to ensure that players can reap the benefits of investing more time in The Elder Scrolls Online. Because of this, we offer discounted rates for choosing  90- and 180-day subscription plans.
We also offer players the option to choose between recurring subscriptions and one-time payments, as well as the ability to pay using a variety of payment methods. The following discounts apply to multi-month payment options:
Currency

USD
$14.99 30-day
$13.99 / 30 days 90-day
$12.99 / 30 days 180-day

DanteYoda

I all the years i've dealt with MMO companies this one here takes the cake, its the most atrocious business i've ever had the misfortune of having to deal with.

After my game time card ends i'm washing my hands of this mess..

christian.griffinb16_ESO

Most MMO's don't require you to sign up for a subscription to play your 30 days. When I bought WoW, I wasn't asked for money until AFTER my free 30 days had expired.

ESO is the first I've come across to hold your 30 free days hostage unless you agree to a subscription.

For anyone using PayPal there's a simple workaround for this act of undisguised greed - simply pay with your PayPal, then immediately cancel the subscription on both ESO and PayPal. You'll get your stolen money back.