Official Statement on Payment Methods

Victoria_Marquis

My husband & I have bought the 180 days subscription, being that we are planning to play on our PC until ESO comes out on XB1 where we will then transfer over our accounts.

Here is the problem; We Just got a notice from our bank that we have been charged twice $77.94 !!

Question for Zenimax; Will two of those four charges be put back into our bank account?

What do we do now to fix this overcharge?
Thank you for your time

Teriosc

1 month later so called "autorization" money return to cards for both my and brother accounts... 1 month...happy not subs for 180 days...

felixgamingx1

Keep calm you guys

federicofc1988rwb17_ESO

So it seems i'm not the only one with these issues then, mine in particular it's that you are trying to charge me twice for the same thing, because when i looked at my debit card statement it says you charged me 15 USD (give or take) on the 6th of May (that's the day i set up my sub) i'm gonna guess that was to verify that i had money on my card, but now that the 30 Days of "Free" time have expired you guys are trying to charge me the same amount again without giving me back that 15 USD you charged me on the 6th of may, and thank God i only have a Debit card otherwise you would had charged me 15 bucks again.

I'm gonna attach some pics here detailing both my card statement and the mails i've got from you (the things on it are in Spanish and on my currency since i'm from Uruguay and i hope you aren't that moronic as to blame exchange rates for this problem)

So with these awesome pics i hope you understand that the issue is on YOUR end and not mine, please fix this.

PS: where it says payments on the card statement it means the money i deposited on the card not a payment to someone or something.

BEZDNA

Hello, Dear Zenimax!

I would like to complain about my problem with re-sub. On the May 11 me subscription plan run out of time so I was charged for a month fee of 499,00 rub. I didn’t had enough money for porches, so I received the following mail:

"Greetings ***,
We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!
We want to help you get back into the game as soon as possible. Please update your payment method on your Manage Subscription page or contact Customer Support and we'll be happy to assist you."

On the May 12 I putted enough money on my virtual credit card and managed may subscription plan again, as I was asked. After that I recived the following mail:

"Greetings ***,
Your new recurring subscription plan for The Elder Scrolls Online has been successfully established. We hope you'll enjoy your adventures in Tamriel!

Below are the details of your transaction.
Transaction Receipt
Name: *** Elgaev
Card Number: Visa 3674

Total руб0.00 RUB
Subscription Information
You have selected the following subscription plan:
• 30 Day Subscription
• руб499.00 RUB every 30 days
When your account runs out of Game Time, you will be automatically billed руб499.00 for another 30 days of game time. We will charge your payment method ( Credit Card: Visa ending in 3674 )

Additional Information
* This confirms that you authorize us to initiate recurring payment transactions for your subscription using the payment information and card or account listed above and that we may use this information to process payments for your 30 day subscription.
You may update or cancel your subscription at any time by logging into yourManage Subscription page in your Elder Scrolls Online account.

Please print this email and keep it for your records.
Warm Regards,
The Elder Scrolls® Online Team"


What is more important – I also received a letter from from bank saying that I was charged for 499.00 rub:

"12.05.2014 07:07:41
2071000098752660
511,48 руб.
12,48 руб.
499,00 руб.
Платежи QVC (RU)678.460.4893ELDRSCROLS, карта 4890****3674
678.460.4893ELDRSCROLS>London GB"

And after 2-3 min I recived another letter from ZOS:

"Greetings ***,
We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!
We want to help you get back into the game as soon as possible. Please update your payment method on your Manage Subscription page or contact Customer Support and we'll be happy to assist you.

Transaction Receipt
Name: *** Elgaev
Card Number: Visa 3674
30 Days Game Time руб499.00 RUB

Total: руб499.00 RUB

Status: DECLINED

Warm Regards,
The Elder Scrolls® Online Team"

And letter from bank that I’ve been tried to charged ones again for 499,00 rub, but I didn’t have enough money on my card so transaction is failed.

So, as I result I was charged for 499,00 rub for monthly fee and don’t have ability to play. I assume that firs charge was a money hold insurance stage to verify that my credit card is active, BUT I didn’t got that money back and I also can’t play the game. So that means, if I want to play I need to re-sub again and pay dabble fee again? It is simply outrageous!

Anyway I ask you to give me some tips on what I have to do to continue playing, but honestly I have no intention to pay dabble fee each time I need to re-sub and I will cancel my sub totally if this issue won’t be solved.

solidus02

I was charge for 14.99 twice and i have 0 game time. Went to the bank to check my card transaction only to find out its pending! I cant even withdraw my money, its floating. It felt like im a victim of a large scale scam. Please refund my money or convert it to gametime, its the only money i have this month, i've been saving this money for the subs and now i cant even use it. Hoping for your immediate action. If it is a game bug i can handle it, but when it comes to our money thats too personal for me.

Refer to the picture attached to see the 2 pending 14.99.

Epic.Nick

This is essentially a thread about how people didn't read about what they were doing before hitting "I Accept". The check out process clearly spelled everything out.

LameoveR

elgaeveb17_ESO wrote: »

Hello, Dear Zenimax!

And after 2-3 min I recived another letter from ZOS:

"Greetings ***,
We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!
We want to help you get back into the game as soon as possible. Please update your payment method on your Manage Subscription page or contact Customer Support and we'll be happy to assist you.

Transaction Receipt
Name: *** Elgaev
Card Number: Visa 3674
30 Days Game Time руб499.00 RUB

Total: руб499.00 RUB

Status: DECLINED

Warm Regards,
The Elder Scrolls® Online Team"

Same as mine. I tried to subscribe three times.
First on 22apr, i was charged for 90-days fee and didn't get my sub when time comes.
Then i tried 30-day sub, was charged and payment was failed again.
I tried my another visa-card, was charged for 90-day sub and it fails again.
CS tells me that i'll get refund in 7-10 workdays.
I bought time code eventually.
Let's wait a while..

federicofc1988rwb17_ESO

I just called The company that is in charge the transactions of my visa debit card (Sistarbanc it's called in Uruguay) and they told me you haven't given me back the money you guys took when you verified my card, WTF Zenimax???? Either give me my money back or use that money you charged me to set up my sub.

Blindelven

federicofc1988rwb17_ESO wrote: »

I just called The company that is in charge the transactions of my visa debit card (Sistarbanc it's called in Uruguay) and they told me you haven't given me back the money you guys took when you verified my card, WTF Zenimax???? Either give me my money back or use that money you charged me to set up my sub.

I did the same, and my bank says, they told me Zenimax havent given me back the money. and also there is no added time to my account.. im gonna quit this, i cant trush on them, with that treatment.

P.D. i already put a 2 tickets, and 1 callback ticket, atm only got a response via email.... they told me..

Greetings!

Thanks for contacting the Elder Scrolls Online Team.


I'm very sorry that you have not received the verification payment back in your account. Normally this payment would be returned within a few days, I will have to check here for you as to why this has not happened.
In order to do that, would you be able to provide the following details:

Last 4 digits of the credit card number

The Answer to the Secret Question

Once I have this information, I can get this investigated for you.


That sucks.. i will come back to WoW, at least they care about customers.. and i can trust on them because they didnt make/cause things/problems to me, since 2006.

InvictoNZ

I originally only had Euro's selectable as a New Zealander. After several forum posts, we got a response, telling us we would automatically be charged in Australian dollars. (We were really glad to hear our country had not been moved into Europe.)

So before the first billing, I checked the account page, and saw my subscription was for 15 AUD. This was great, a real exchange rate. Then my credit card got charged in Euros. And next months bill on the account page shows AUD.

I've emailed a ticket, but got told I can only pay in Euros.

I'm really not sure why the account page shows AUD.

Con64

I purchased the game with my MasterCard but they won't let me subscribe with it wtf is going on here?! I've been denied twice already...so now what?

LameoveR

Now place a ticket and wait for refund.

Iago

LameoveR wrote: »

Now place a ticket and wait for refund.

They told me to wait a week one week ago, and yesterday they told me to wait one week again, and I am sure they are going to continue to play that game until I give up and pitch the game in the trash.

Blindelven

Well thanks God....

After 51 Days,
After i think 3 tickets,
1 Callback..
And severall mail messages

finally Zenimax Customer Support gave me my game time.. jess

So i can play/enjoy the game AGAIN..

fyrefenix

i had a friend in canada she tried to pay with Credit cards and paypal they wouldn't work so i got on teamviewer and saw for myself. so i said send me the money on paypal i will pay it for you, and my paypal paid for her month. oh and using paypal unlike with credit cards zenimax cannot charge you hold the money and charge you again without first releasing the hold so if you got 15 bucks pay with it using paypal and paypal will have your back

Moiskormoimi

Why was this tacked then sunk?

Orizuru

I don't understand why you have to add a subscription before you can have access to the game and use the 30 free days that come with the purchase of the game.

Every other sub-based game I've played allowed you to install the game and play until the end of the 30 days before any type of subscription is added to the account.

/shrug

C'est la vie.

Moiskormoimi

Some have stated that it shows a sign of doubt in their product. I agree however I believe it more comes down to a level of incompetence. Given how they've handled everything up to this point, it's only fitting that they would bungle the payment system.

Auric_ESO

Apparently they fixed the auth system to only $1 so most of these anger posts should die out

Moiskormoimi

Auric_ESO wrote: »

Apparently they fixed the auth system to only $1 so most of these anger posts should die out

Did they? When I re-subbed for one month, they took out double payments, albeit the auth payment was reversed in one day.

Auric_ESO

They said the fix went in on Wednesday. Probably in the future you will see $1 auth and $15 sub fee. And the auth will fall off eventually. That's just a guess though

Blindelven

Blindelven wrote: »

Well thanks God....

After 51 Days,
After i think 3 tickets,
1 Callback..
And severall mail messages

finally Zenimax Customer Support gave me my game time.. jess

So i can play/enjoy the game AGAIN..

WTH, they cancel my time again..... !"·$$%%&%&/ Jesss