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

Monyan

Leeta wrote: »

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

Good to know!
I hope we'll see some official explanation then.

seneferab16_ESO

Rosveen wrote: »

But I'd love to know why the payment failed when it worked six weeks ago and I didn't change the card info.

This.

I would also like to know why it worked when I tried another card that had less money on it than my original one.

Oh, and I would also like to know when I'll get my friggin money back.

Not cool.

Not.
Cool.

Evergnar

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.

I've never seen any company/merchant need a week to "authorize funds" from a credit card. Further why would your system say "declined" yet still be holding on to funds for a week? Again this is the same card I used to buy the game with w/o problems.

Akhratos

Im happy I sent them a complaint about the 2nd month full hold to unlock the 30 free days. They gave me a 24hr code to unlock them and for the time I was to pay with my cc, I was aware of the issues and bought a timecard.

Im sorry for all who got double/triple charged, and even more those who after it cant even login. ZMO shame until they fix this damn billing system.

Unknown_poster

While this may explain one situation people found themselves in, it is not the only thing going on. Zeni took the pre-auth back on April 12th from my account. My visa has it being held similar to if you book a hotel room. Until Zenimax releases the funds back to the card its in limbo. My card says they took it, zeni says we just took a pre-auth. I have been working with customer service for over a week on the issue and all I ever get is "We're escalating it up the chain." They very nicely say that there is a problem on their end and they will contact my credit company and get it released. That was 2 days ago. Still waiting and the initial charge/hold has been on my account for 34 days now. Had my account locked so that none of my credit cards worked. Customer services workaround was to tell me to buy a gametime card. Which I did, with the credit card they can't seem to sort out. Gametime code worked fine btw. I know that eventually I will get the money back, and I'm not hurting for it, but this has been beyond ridiculous.

Jim_McMasterub17_ESO

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.

Absolutely done with your company. As well I have filed a consumer complaint with VISA regarding your actions, which by my state law have to be up front.

Have sent them copies of these pages & others as proof of your sideways business practices.

@zos_ameliaR

Evergnar

davidgawronrwb17_ESO wrote: »

My visa has it being held similar to if you book a hotel room.

Exactly! What other game company treats transactions like your renting a hotel or car? It's ridiculous.

felixgamingx1

They think Tamriel is a resort

buffnwill_ESO

I had paid for a 6 month sub and had it being held twice. Happy to report one of the charges was refunded today as cs promised.

Fixxer99

Are they frigging kidding? Holding the money for authorization for a week or more just? My lord.. It should be instant, not like as others have said, like a car- rental company or a hotel?!?!

Thats it, im buying a game-time card!

Niliu

Looks like timecards are the way to go for the time being people... Which means getting up off my chair... Frak

felixgamingx1

buffnwill_ESO wrote: »

I had paid for a 6 month sub and had it being held twice. Happy to report one of the charges was refunded today as cs promised.

Awesome how long did it take?

Niliu

felixgamingx1 wrote: »

buffnwill_ESO wrote: »

I had paid for a 6 month sub and had it being held twice. Happy to report one of the charges was refunded today as cs promised.

Awesome how long did it take?

Well, since 30 days + 5 for the bugs ended Saturday, most people prolly resubbed Sat/Sun... So I'd say 4-5 days

k4lun4nub19_ESO

I am finally able to post again, although I will be finding out tomorrow if the bug is fully fixed for billing. Although it is nice to have a member of the forum staff say something, that was not the problem for most people so it really does not explain anything. I hope that the "planned" change has already taken place. Also I have had only one reasonable CS rep this entire time and the ones who reply to the email tickets are just plain horrible. I had one person say something to me and when I commented that I had already done everything they had suggested then just sent me the same message worded only slightly differently. So aggravating and stupid.

Oevaag_Bur

Have to agree with the above poster. The e-mail support system isn't fit for purpose as it stands just now. Thankfully the call back service is rather excellent (I found anyway)

Am still waiting to hear from the accounts department that the call back chap passed me onto after watching the system double charge me when I tried a different browser for him. Getting the e-mail response two days later from the original ticket telling me that the problem on my cc's end was just irksome to say the least

Banono1

Same boat too.

They charged me the 14.99 which is still pending then said it was my credit card company that declined it and now I wait for the charge to fall off before I try again using PayPal.

I actually really enjoy the game, but their billing sucks. If not for the guys over the phone I would've been locked out of the game this whole week (I was locked out Monday-Wednesday waiting for e-mail replies that took days), but unfortunately my 3 free days they gave me ends tomorrow.

Midvaineb17_ESO

Charged me twice for 14.99 for this month, charged me when i'm started the game with my 30-day included time for 14.99.

Fixxer99

I managed it to work now, but as they said i had to have twice the amount on my card just to make it work... effing stupid!

SweetRollBandit

Niliu wrote: »

Looks like timecards are the way to go for the time being people... Which means getting up off my chair... Frak

Send me one too please? They're not available here yet

Monyan

SweetRollBandit wrote: »

Send me one too please? They're not available here yet

They are also available online as key codes. You just have to search for trustworthy store.

GossiTheDog

People should not have to search for random key code selling websites or knowingly double charge their credit card to play. Zenimax need to get the payment system working well or they will bleed subscribers.

Monyan

I think I know why some of us couldn't resub, although I don't know the details. It came to my mind after reading post in another topic. So before the failed payment attempt I loaded my card exactly with demanded amount. ZOS system rejected the payment because... it couldn't take double amount, like it took in other cases of you guys. Just perfect... Or maybe there are some people with double charge and with no sub?

Amelia wrote that the double charge includes authorization check that occurs after some change in card address. But I made a change AFTER the first failed attempt, so something is still unclear, and there is a lot of whys pending for your answers. The ticket is still silent.

BaKaNoOB

i had no issues with ressub charge , i have issues with authorization hold that is still in place

Monyan

BaKaNoOB wrote: »

i had no issues with ressub charge , i have issues with authorization hold that is still in place

And that's another case.

I'm really tired of participating the wailing wall instead of getting clear answers from the developer.

Leeta

This is all a mess. Shes saying they will lower the auth check eventually but i think this has driven off a lot of subscribers. Noone wants to go through this hassle every month they gonna sub. And i feel sorry for newcomers who has not yet read the forums and have one of these problems.

And this double amount thing isnt accurate either, i had more than enough on my account to pay for the two amounts.

Fixxer99

Just to ask you folks: Did you have twice the amount? That is say 30 usd on your card? Im just curious, as i managed finally to make the subscription with having twice the amount on my card. I do find it strange that having twice is required... Still, i didnt get the money back from previous attempts, so i wonder how long that's gonna take..

Rosveen

Monyan wrote: »

I think I know why some of us couldn't resub, although I don't know the details. It came to my mind after reading post in another topic. So before the failed payment attempt I loaded my card exactly with demanded amount. ZOS system rejected the payment because... it couldn't take double amount, like it took in other cases of you guys. Just perfect... Or maybe there are some people with double charge and with no sub?

Yes, there are, so that's not the answer either.

LameoveR

I have got several charges to different amounts, because i've tried three times.
Twice from one card - for 90- and 30-days (there was not enough money for twice-90-day charge, then was'nt enough for twice-30-day charge.)
Then 90-day charge from another card, that didn't have twice-charge amount of money.
All payments failed. I'm still waiting for refund since 10may.

Niliu

Checked my account AGAIN this morning. The auth charge was finally back. Only took 6 days... Yay -.-

Lord_Onyx

This is a JOKE!!!!!

This problem has been going on since pre may 9th and still *** is STILL HAPPENING!!!!

WTF is going on ZEN!!! I sent a request to just refund me for both 14.99 and be done with this game. I tried to give you a chance and re-sub but this is the last straw. This game needs to go back to beta, what a POS this turned out to be. So sad face right now.