Official Statement on Payment Methods

Moiskormoimi

killedbyping wrote: »

So, its been almost whole month since my money were put on hold. No return.
Support and accountants of ZOS keep saying that my money is NOT on hold.
My bank keep say that my money IS on auth hold.

I pretend to trust to my bank more then to people who cant even explain how their payment system work and even after they do explain it it is still appear it doesnt work that way...

I'll help you out. If the item is still pending in your account, it's still in limbo and no, it has not been released. Do you have a release date attached to the pending transaction? If Zenimax is doing the hold, then you should. Some people have reported that their items won't be released until June or what have you. If you don't know, contact the csr's on the phone. More of them have better training, albeit not much more, than inside the bank. Ask specifically for what is the expected release date of the pending item. If whomever you are talking to cannot give you an answer(it will be to the far right of the transaction date on almost all banking systems), escalate the call. You'll probably want to do this anyway because the next step is to dispute a pending transaction. Most CSRs will not have the overrides to do this. IF for some reason your bank insists that you cannot dispute it until it posts, then I highly suggest contacting your local attorney general and/or file with the Better Business Bureau. Get and keep print outs of every interaction you have with both the bank and the company.
The point of getting that date is to basically see whose issue it is. No date=banking issue. Date means Zenimax is the guilty party.

As for the transaction, if you read my other posts, pre-auths are like a tier system. The merchant submits the transaction to the bank which removes it from your account and makes it a pending item. IF they don't submit the final requirements for that pending transaction, the bank has to adhere to their hold policies, which means they will only hold the item pending from the account for roughly 3-5 days. Sometimes more, sometimes less. Depends on the bank. Ask for a schedule of account so you know more about your bank's holding policy. If they do submit a date, and most do, it will hold for that time period.

AllyoftheForce

I'm still having issues with the time card I picked up yesterday. It keeps saying invalid code in the redeem code window. Of course, I've already contacted the retailer and their response is once the code has been scratched off I'm on my own and have to contact ESO. Anybody else having issue with them?

Moiskormoimi

AllyoftheForce wrote: »

I'm still having issues with the time card I picked up yesterday. It keeps saying invalid code in the redeem code window. Of course, I've already contacted the retailer and their response is once the code has been scratched off I'm on my own and have to contact ESO. Anybody else having issue with them?

I saw a post on their facebook page with an attached picture of their own card and the issue and the eso page mod asked them to email them for further assistance. You might try that page and send them a message. Maybe they can escalate it further so that you can get it resolved.

1111scornneb18_ESO

Paysafecard in 4 days ? my only option if not able i have plenty of games where it works..

AllyoftheForce

amber_picchiottino_ESO wrote: »

I saw a post on their facebook page with an attached picture of their own card and the issue and the eso page mod asked them to email them for further assistance. You might try that page and send them a message. Maybe they can escalate it further so that you can get it resolved.

Thing is I sent support an email about it and they told me to talk to the retailer. So now I'm running around in circles.

Apoxxi

AllyoftheForce wrote: »

amber_picchiottino_ESO wrote: »

I saw a post on their facebook page with an attached picture of their own card and the issue and the eso page mod asked them to email them for further assistance. You might try that page and send them a message. Maybe they can escalate it further so that you can get it resolved.

Thing is I sent support an email about it and they told me to talk to the retailer. So now I'm running around in circles.

They're jerking you around. I've worked in retail where we sold Visa cards and the like. Once you buy it, it's yours. You cannot return the card for any reason. If you have a problem with the card, you have to contact the actual company that the card came from, preferably with a receipt number. Sorry to hear they're being d-bags about it.

Uthgaard

This is to alert anyone who might desire to obtain a refund in the future that Zenimax Online will refuse to issue refunds of your purchase based on a secret policy. You will note that this policy, which is purportedly based upon your character level, is not present on any of your receipts, and is not posted anywhere on the Zenimax Online website.

Zenimax Online is based in Maryland, USA, and is subject to Maryland state jurisdiction and statutes. Below is a link to the MD state consumer protection bureau which clearly states that refund policies must be posted conspicuously on the receipt or merchandise.

If you have also been denied a refund of this poorly designed product, you may follow the directions enclosed to file a complaint against the business and end this unlawful practice. This is not legal advice, but a legal right of everyone who has entered into a contractual business relationship with Zenimax Online, and censorship of this message will constitute interference with that right.

http://www.oag.state.md.us/Consumer/cpdfaq.htm

"Is a store or business required to allow me to return an item, as long as I have the receipt?
Under Maryland law, stores must post their return policies on the wall, on the merchandise, or on your receipt. A store can refuse to accept returned merchandise if that is their posted policy. If the policy isn't posted, the store must accept returned merchandise within a reasonable time period. If an item is defective, the store must repair it, replace it or give you a refund, regardless of its regular refund policy. "

Moiskormoimi

AllyoftheForce wrote: »

amber_picchiottino_ESO wrote: »

I saw a post on their facebook page with an attached picture of their own card and the issue and the eso page mod asked them to email them for further assistance. You might try that page and send them a message. Maybe they can escalate it further so that you can get it resolved.

Thing is I sent support an email about it and they told me to talk to the retailer. So now I'm running around in circles.

Hmm...Have you talked to someone on the phone? I don't know how effective that is at this time, but talking to a physical, vocal person generally helps more. I'm sorry that I don't have any real solutions for you. I've never even used a pay card before so I don't know even where to start with those besides the basics but I sympathize with you.

turjakeb_17ESO

I got finally my cash released when I contacted my bank and asked about the long hold times. They told me that they normally keep the money 3 weeks on hold, but if I want, they can release it immediately (it had been 2 weeks on hold already at that point).

I still think, its a stupid business practice to take the whole amount when they just need to check if the credit/debit card is valid, and then leave it to customer to sort it out.

KerinKor

Uthgaard wrote: »

This is to alert anyone who might desire to obtain a refund in the future that Zenimax Online will refuse to issue refunds of your purchase based on a secret policy. You will note that this policy, which is purportedly based upon your character level, is not present on any of your receipts, and is not posted anywhere on the Zenimax Online website.

And your proof that such a 'secret' company policy exists is .. what, exactly?

1111scornneb18_ESO

will Paysafecard be an option again? im in austria a give a ..... about german law

AllyoftheForce

Finally got a response from the retailer I bought the time card at. Apparently they were having issues with the cards that were sold were not being activated after purchase. Will be taking it in tomorow to get it activated.

Pizza_Magician

Hello there, I was wondering if you could make your game F2P on the consoles and just charge people 5 dollars for each character slot?

bebezed_ESO

Uthgaard wrote: »

This is to alert anyone who might desire to obtain a refund in the future that Zenimax Online will refuse to issue refunds of your purchase based on a secret policy. You will note that this policy, which is purportedly based upon your character level, is not present on any of your receipts, and is not posted anywhere on the Zenimax Online website.

Actually, it's in the Terms of Service, item #5, that you agree to when you access their site. It states (in all caps): "Fees are payable in advance and, except as otherwise required by applicable law, are not refundable in whole or in part"

https://account.elderscrollsonline.com/register/accept-new-document - last updated 2014-01-29 and also http://www.zenimax.com/legal_terms_us (where the above statement is in all caps and in bold font)

bebezed_ESO

KerinKor wrote: »

Uthgaard wrote: »

This is to alert anyone who might desire to obtain a refund in the future that Zenimax Online will refuse to issue refunds of your purchase based on a secret policy. You will note that this policy, which is purportedly based upon your character level, is not present on any of your receipts, and is not posted anywhere on the Zenimax Online website.

And your proof that such a 'secret' company policy exists is .. what, exactly?

The "secret" is that someone didn't read the Terms of Service

TimGS

I cancelled my subscription during my 30 free days time. It's next charge would be on 5/7. I understand that cancellation was done without 30 days notify and I more likely would be charged on 5/7. But. Now my account says I have 6 days of game time remaining (I guess 4 days were added because of maintenance issues).
Will this number increase by 30 days or I will be charged and that's it?

Auric_ESO

There is no requirement to cancel 30 days before your charge date. As long as you cancel before your charge date you won't get charged for another 30 says. This rumor has been answered by zos. And yes. They gave out 5days to everyone with an active account last week

Treluk

So... I've got 3 more days too play... and i can't pay for my subscription due to deletion of iDeal. Thanks ZoS!

Armoril

Why can't we just pay to add more time to our account? That's all I want to do.

nhisso

Uthgaard wrote: »

This is to alert anyone who might desire to obtain a refund in the future that Zenimax Online will refuse to issue refunds of your purchase based on a secret policy. You will note that this policy, which is purportedly based upon your character level, is not present on any of your receipts, and is not posted anywhere on the Zenimax Online website.

Zenimax Online is based in Maryland, USA, and is subject to Maryland state jurisdiction and statutes. Below is a link to the MD state consumer protection bureau which clearly states that refund policies must be posted conspicuously on the receipt or merchandise.

If you have also been denied a refund of this poorly designed product, you may follow the directions enclosed to file a complaint against the business and end this unlawful practice. This is not legal advice, but a legal right of everyone who has entered into a contractual business relationship with Zenimax Online, and censorship of this message will constitute interference with that right.

http://www.oag.state.md.us/Consumer/cpdfaq.htm

"Is a store or business required to allow me to return an item, as long as I have the receipt?
Under Maryland law, stores must post their return policies on the wall, on the merchandise, or on your receipt. A store can refuse to accept returned merchandise if that is their posted policy. If the policy isn't posted, the store must accept returned merchandise within a reasonable time period. If an item is defective, the store must repair it, replace it or give you a refund, regardless of its regular refund policy. "

Lol. I love when people think they are really clever and wise. And the product isnt poorly designed. Congrats on being the epitome of what is wrong with gamers today.

Feranth

Treluk wrote: »

So... I've got 3 more days too play... and i can't pay for my subscription due to deletion of iDeal. Thanks ZoS!

I have no idea why they haven't updated this topic BUT

iDeal and Webmoney were reactivated on April 30 after another developer post stating they are being reactivated. However, they are now under the recurring subscription tab. Though it is not in fact recurring, they've added a disclaimer to iDeal and Webmoney that the money is billed directly.

So you can pay with iDeal again. Did it five days ago and it works fine again.

I also just checked for PaySafeCard and Giropay, both are also under the same tab again.

emailgosurwb17_ESO

First move server to EU and then I will pay something.

TimGS

Auric_ESO wrote: »

There is no requirement to cancel 30 days before your charge date. As long as you cancel before your charge date you won't get charged for another 30 says. This rumor has been answered by zos. And yes. They gave out 5days to everyone with an active account last week

I was charged for subscription when I entered my CC details. And I didn't get that money back.
Should I wait or should I submit a ticket?

sahib

TimGS wrote: »

I was charged for subscription when I entered my CC details. And I didn't get that money back.
Should I wait or should I submit a ticket?

Forget tickets, they won't do you any good. My charge was cancelled after 14 days. It can take up to 30 days, depending on your bank.

Rousseaux

It took one month to cancel pre-auth. One. Freaking. Month.
Good job.

TimGS

I guess it's better to avoid this company. That's what I definitely will advise to my friends.

Hiddenbunny

You got to remember, ZeniMax is run by people who claim they own everything ever thought of by their past employees. what kind of service are you expecting if that's the company's philosophy.

TimGS

They could at least hypocritically pretend that they do care. And do proper job.

aidevelopmentb16_ESO

So much bitching... you didn't read the ToS, you won't go and get a FREE paypal account, or use a debit card backed by a credit company, apparently you have no idea about your bank's anti-fraud programs, and this is ZeniMax's fault? Please, go cry somewhere else.

AeonXai

The attitude in this thread. Unbelieveable. Some people are even leading characters in guilds.

Be happy with what you got. It will make your life much easier. Speak friendly and proper language. Be nice to one another. Just saying, because this talk makes me sad.