People that got charged twice or can't Re sub post here ( ZOS CS rep needed ASAP )

ncdwave77

So I just got off the phone with Zos for the second time and they pretty much said that yes we know people are getting double , triple charged or more and yes we know even more can't resub. He said they were investigating and there was nothing more he could do at this time. Seriously? It's been four days now and the money is still gone and I still can't log in. What do they need to investigate ?They know they screwed up ,they have my money ,either give me my sub or give it back!

felixgamingx1

Really sorry to hear that if I were in your shoes I'd be really mad myself, lately I've been staying away from the game coz it's only pissing me off bots, bugs, etc... Good news is you not missing much.

Jim_McMasterub17_ESO

felixgamingx1 wrote: »

Really sorry to hear that if I were in your shoes I'd be really mad myself, lately I've been staying away from the game coz it's only pissing me off bots, bugs, etc... Good news is you not missing much.

Same here; the bloom is off the rose so-to-speak. Now I'm hoping I don't have to change my CC number completely to stop them from something like this even though I've unsubscribed from the botfest they are passing off as ES.

Cerveny

I had a month sub double charge (Pending) I submitted a ticket yesterday and received an email back asking for more acct info. I guess to prove it was my account. I haven't heard anything back from customer service. However upon checking my bank account as of a few minutes ago, there is only 1 charge now. Well wish you all best of luck in your double charges. Also it would have been nice to get a follow up email stating that you refunded me or fixed whatever went wrong.

txfeinbergsub17_ESO

Perhaps a better bank or credit card is in order? No problems with Chase.

ncdwave77

American Express is more than good enough to pay for a sub. If it is not and we can only use chase and a few other select cards or banks then Zos needs to rethink what they are doing.

txfeinbergsub17_ESO

Yes, American Express should be fine, just not the Bank of Taco Bell.

SweetRollBandit

buffnwill_ESO wrote: »

Add me to the list. I set up a sub for 6 months game time but it was declined yesterday and my account locked. I re entered the sub, which went through fine. But now 2 payments of $77 are on hold in my bank. Need the second money back to pay bills please.

*edit I have just gotten my ticket back with no additional info marked solved. even though there are still 2 pending 6 month subs on my bank account.

Same thing here. Me and my bro subscribed for 6 months each. Both payments were taken out of the card but only one account was activated. The other was declined and is still marked as pending.
I'm a bit hesitant to put money on the same card to pay our bills with in case they try to take out another $77 . I think they double charged my brothers account and we didn't have enough to pay my subscription afterwards since we only had enough to pay for exactly two.

I got about three days of free play time from them though, well I shouldn't say it's free until I actually get that pending $77 back... o.o

GossiTheDog

txfeinbergsub17_ESO wrote: »

Yes, American Express should be fine, just not the Bank of Taco Bell.

American Express intermittently gets double charged then rejected too. Just FYI.

Seveiht

Tried to setup one month recurring subscription today, got charged 14.99 twice.....

Leeta

Well im beyond pissed now, Its been a week on back and forth to CS and i havent been able to play.

So yesterday i got a email saying if i wish to not subscribe anymore i need to contact CS AGAIN to let them now i dont want any subscription and my money back. Funniest thing is , what sub? I didnt have one i just had paid for one but i couldnt play...So i did and guess what?! I didnt hear from them but now this morning i got a *** email saying my subscription is a success and they took yet another 109sek from me? I mean WTF! Yea im really *** pissed.

This is the worst company i have dealt with in my life, im serious! They charged 109sek on friday which is not back again on my account and now when i emailed them saying i wish to not subscribe and give me my money back they have the guts to charge me again and now all of the sudden the sub went through? This is a shady *** company!

Wow im mad... Sorry!

Monyan

Well I think they should completely rebuild the customer service. System problem happens everywhere but imho the most important is to keep customers in positive thinking about the company.

Free game time while they are investigating the payment problem - that should be the priority. Mainly I'm disappointed because of this. My case is still not resolved and after three days of waiting I had to buy a timecard. It was the only way to play the game and to log on the Forums.

It's a shame that in this situation nobody from CS didn't offer short free time.

felixgamingx1

Outrageous - not even an official statement apologizing

Fixxer99

I was charged 3 times! One thru paypal, that confirms that the seller rejected the purchase, and twice on my Visa that ive used all across europe and with other mmo's. I did finally however get back into the forums now.. strangely? So that must mean that there is hope in hell i guess??

Fixxer99

To add: The funny thing is that i used that exact card to buy the game from the online store...

GossiTheDog

@ZOS_GinaBruno @ZOS_HugoP @ZOS_JessicaFolsom - please could somebody look at this topic? There's still people from May 9 onwards who haven't managed to get a customer service answers and/or just get to play the game.

navarat9

I've been charged for 1 month and 1 month subscriptions with my visa debit card. Bank messages show the withdrawals from my bank account. Still did not get money back.

felixgamingx1

This is absurd only reason I haven't rage quit yet is because I want to believe in all this silence something good will come out. If it doesn't well I move on never to buy anything from Zen/Bethesda soft ever again

Kyotee0071

Just checked my bank statement, was charged twice for a one month sub.



@ZOS_JessicaFolsom‌ @ZOS_GinaBruno‌ @ZOS_KaiScober @ZOS_JoBurba

Evergnar

Fixxer99 wrote: »

To add: The funny thing is that i used that exact card to buy the game from the online store...

Same.

ZOS_AmeliaR

When you set up a new subscription (or change your payment method), our billing system will perform an authorization check. In this case, you'll see both an authorization check and the subscription charge on your account, both for the same amount. Only the funds for the subscription will be kept; the authorization charge indicates funds being placed on hold for the subscription until the authorization itself is complete.

Keep in mind that different financial institutions handle authorizations differently, so the time it takes for the funds from the authorization to be released to you will vary. For some players, it will be very quick (within 24 hours), and for others it could take several days if not longer.

Also worth noting is that in the future, we do plan to decrease the authorization amount so that it is no longer for the full amount.

Eivar

ZOS_AmeliaR wrote: »

When you set up a new subscription (or change your payment method), our billing system will perform an authorization check. In this case, you'll see both an authorization check and the subscription charge on your account, both for the same amount. Only the funds for the subscription will be kept; the authorization charge indicates funds being placed on hold for the subscription until the authorization itself is complete.

Keep in mind that different financial institutions handle authorizations differently, so the time it takes for the funds from the authorization to be released to you will vary. For some players, it will be very quick (within 24 hours), and for others it could take several days if not longer.

Also worth noting is that in the future, we do plan to decrease the authorization amount so that it is no longer for the full amount.

OMG an official statement!!!! Thank you for acknowledging there was an issue, and thank you for realizing that an auth for the full amount is a bad idea. I'm just hoping this debacle didn't give people overdraft fees or anything, I use a prepaid debit card for online transactions, and at any given time there may range from $100 to just enough to cover a $15 monthly charge, expecting me to keep a balance of double what I owe you for a service is completely unreasonable, and thankfully you are altering your practice.

Leeta

LOL and what a bs answer. We already know this and this isnt the problem people are experiencing and is mad about the most... Just the same old bla bla i dont read what you people say answer that they email to people...

ruzlb16_ESO

Good to actually have an official statement, but it fails to address the other concern - namely, why even rejected payments are failing to be voided. People have checked with their banks, and the banks have confirmed that the payment has not necessarily been voided, leaving money in limbo for the duration of whatever period the payment handler is required to hold onto the money (this varies according to the country, but can be as much as a month). Unless the payment is not just rejected, but also voided, people will be charged £42 for their subscription and £42 for their authorization... and then, if this fails to go throguh due to the very, very stringent account detail requirements on ZOS payment system, they will need to do the whole thing again and put another £84 up to go and sit in the banking system doing nothing for upto a month.

This is a crazy way to run a subscription service, and the number of people who have found themselves double-charged and yet their account still being deactivated is indicative of serious bugs in your payment software. Worse, it may cause large numbers of the payments to go into dispute, which will lead to fraud investigations and automatic blacklisting for ZOS from certain banking institutions. I'm fairly sure Zenimax as a company don't want that to happen (and us the playerbase don't either), so some reassurance that the issue has been escalated to the tech support team at high priority would be appreciated.

Monyan

Amelia, your post was helpful in some issues. But there are also people whose payments was rejected although they hadn't changed anything in their address from the firs authorization check. Could you confirm the reason was indeed not English letters in bank data? If not then what was the reason?

Rosveen

ruzlb16_ESO wrote: »

Good to actually have an official statement, but it fails to address the other concern - namely, why even rejected payments are failing to be voided. People have checked with their banks, and the banks have confirmed that the payment has not necessarily been voided, leaving money in limbo for the duration of whatever period the payment handler is required to hold onto the money (this varies according to the country, but can be as much as a month). Unless the payment is not just rejected, but also voided, people will be charged £42 for their subscription and £42 for their authorization... and then, if this fails to go throguh due to the very, very stringent account detail requirements on ZOS payment system, they will need to do the whole thing again and put another £84 up to go and sit in the banking system doing nothing for upto a month.

Exactly. Normally when my payment is declined, it falls off instantly. This time I've been waiting since last week and it still isn't back on my account. I can live with the strange authorization system, but my sub didn't go through, so my money is gone AND I can't play.

I could buy a game card, but I won't until I my money is released. So I wait. But I'd love to know why the payment failed when it worked six weeks ago and I didn't change the card info.

wrlifeboil

I thought younger generations don't like credit cards since the near Depression we had a few years ago. All I see are mentions of credit cards in this thread.

Get a time card if you don't want to be a beta tester for ZOS's billing system. They'll get the billing system fixed eventually and it, like this game, will eventually be suitable for final release. Eventually.

Niliu

ZOS_AmeliaR wrote: »

When you set up a new subscription (or change your payment method), our billing system will perform an authorization check. In this case, you'll see both an authorization check and the subscription charge on your account, both for the same amount. Only the funds for the subscription will be kept; the authorization charge indicates funds being placed on hold for the subscription until the authorization itself is complete.

Keep in mind that different financial institutions handle authorizations differently, so the time it takes for the funds from the authorization to be released to you will vary. For some players, it will be very quick (within 24 hours), and for others it could take several days if not longer.

Also worth noting is that in the future, we do plan to decrease the authorization amount so that it is no longer for the full amount.

Okay, but WHY does it charge twice? If I want to buy a 20 dollar game on Steam, I don't need 40 on my CC, I need 20. Same for subbing to WoW, and SWTOR, or ordering a pizza for crying out loud. You are the only people who do this, and it's extremely annoying.

What if people are on a budget, and they put $15 aside for the game, they won't be able to sub even though they have enough money to pay for the sub.

Leeta

Monyan wrote: »

Amelia, your post was helpful in some issues. But there are also people whose payments was rejected although they hadn't changed anything in their address from the firs authorization check. Could you confirm the reason was indeed not English letters in bank data? If not then what was the reason?

I have no other letters than english so its not that and its exactly the same as i bought the game with and when they did the first auth check last month

felixgamingx1

ZOS_AmeliaR wrote: »

When you set up a new subscription (or change your payment method), our billing system will perform an authorization check. In this case, you'll see both an authorization check and the subscription charge on your account, both for the same amount. Only the funds for the subscription will be kept; the authorization charge indicates funds being placed on hold for the subscription until the authorization itself is complete.

Keep in mind that different financial institutions handle authorizations differently, so the time it takes for the funds from the authorization to be released to you will vary. For some players, it will be very quick (within 24 hours), and for others it could take several days if not longer.

Also worth noting is that in the future, we do plan to decrease the authorization amount so that it is no longer for the full amount.

Who told you to tell us that? Who? Who!?