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

ruzlb16_ESO

My cash finally returned to my account today - 1 week after it went out, the timeout period for the bank to void a payment. While i'm fairly happy with the whole thing from my end (had great service from CS, the took onboard my feedback on the issue and helped as best they could), I think the sheer scope of this thread strongly implies there is a serious issue with the payment system which needs to be addressed, or this will keep happening.

Napoleonicus

Want to hear a funny one?

When I talked to the representative, he said that he would arrange for some kind of compensation for the troubles. I was expecting some kind of game time bonus, maybe 3-5 days or something. Here was the reply I got:

We would like you to have some compensation my friend. We hope you enjoy!

---

Two free games:

Arena
Daggerfall

Description:

The Elder Scrolls III: Morrowind Game-of-the-Year edition (which includes its two expansions)
TES I: Arena and TES II: Daggerfall (These are the original games, you may need to "google" for additional emulator software in order to run them.)

---

Now those are freely availabe to anyone, regardless of the issue. The links for Arena and Daggerfall in this post are good, go ahead and download them. Should bring a lot of memories to older gamers like me... But not compensation, as they were already free for anyone already, something I already knew as a fan of the Elder Scrolls series, and more besides I have those on discs with the Anthology set.

The description does include Morrowind tho, something I could have had a use for, but no link or key-code. Here is what he answered when asked for clarifications:

Very good attention to detail skills there! ;-)

You got me! I consent! Sorry for the typo my friend. It is just Arena and Daggerfall.

Out of good faith, I'll respond, please hear me out! (^_^ );

There are a surprising amount of people that do not know we offer these games! That is why I personally try not assume anything. We all know what ass-u-me means =p Besides, even Gold will dramatically lose its value if everyone knew where to find it, and if it was easily accessible. Am I right? Doesn't change the fact that its Gold does it?

So no Morrowind, and no actual compensation for the trouble, but the feeling that they take us for idiots.

Desdemonte

I was charged twice via PayPal.

I contacted Customer Service and they want me to provide my secret question *and* the answer. That is completely ass backwards. I have never seen a company ask for both. To prove the communication is legitimate, they should provide the question, thus proving they are looking at my account and not just phishing. Then I provide the answer to prove it is my account. In this day and age of E-theft, the ZOS process is moronic.

Lord_Onyx

Desdemonte wrote: »

I was charged twice via PayPal.

I contacted Customer Service and they want me to provide my secret question *and* the answer. That is completely ass backwards. I have never seen a company ask for both. To prove the communication is legitimate, they should provide the question, thus proving they are looking at my account and not just phishing. Then I provide the answer to prove it is my account. In this day and age of E-theft, the ZOS process is moronic.

Same here! Luckily you can open the launcher go to Account and check the question there. I had trouble remembering but you can try and change it and once do actually get the right answer, it tells you you caint use a blank answer. Thats how I knew what it was. Anyways pretty stupid that they want my security question AND answer for a freaking refund lol guess they were hoping i'd forget.

Monyan

Napoleonicus wrote: »

So no Morrowind, and no actual compensation for the trouble, but the feeling that they take us for idiots.

Their answer was just ridiculous!
It's hard and painful to believe they think like this.

By "they" I mean their marketing department. I'm also a big fan of the series and I still believe in people that created it. They made a magic that had a great positive influence on my life. It is therefore even more sad when the story like yours is revealed.

Sad face for me too

Banono1

Desdemonte wrote: »

I was charged twice via PayPal.

I contacted Customer Service and they want me to provide my secret question *and* the answer. That is completely ass backwards. I have never seen a company ask for both. To prove the communication is legitimate, they should provide the question, thus proving they are looking at my account and not just phishing. Then I provide the answer to prove it is my account. In this day and age of E-theft, the ZOS process is moronic.

So even with a instant transaction like PayPal they still double charge?

Dante_Marquis

Still waiting no Email nothing Charged 4 times of $77..This is really starting to hurt my money for this month guys come on and fix this please.

Desdemonte

Banono1 wrote: »

Desdemonte wrote: »

I was charged twice via PayPal.

I contacted Customer Service and they want me to provide my secret question *and* the answer. That is completely ass backwards. I have never seen a company ask for both. To prove the communication is legitimate, they should provide the question, thus proving they are looking at my account and not just phishing. Then I provide the answer to prove it is my account. In this day and age of E-theft, the ZOS process is moronic.

So even with a instant transaction like PayPal they still double charge?

It seems so. I thought it was the safest way to go, but apparently they can *** that up as well.

Banono1

Well, that sucks...

@ESO @ZOS_JessicaFolsom‌ @ZOS_GinaBruno‌ @ZOS_KaiScober @ZOS_JoBurba is there anyway a broke college student can pay for their sub and not be charged double because you feel the need to verify the full amount?

tawok

I was billed twice. C'mon ESO, these constant charades in every facet is killing your game, and demoralizing your staunchest supporters.

@ZOS_GinaBruno‌ @ZOS_KaiSchober‌ @ZOS_JoBurba @ZOS_JessicaFolsom‌

Lord_Onyx

Heres the response I get from CS what a joke this stupid game is.

Hi Paulo!

We are sorry for the inconvenience this has caused, we appreciate your patience. Thank for verifying your account. I see that you have been charged twice for $14.99 from your account. I extend my apologies that you had to take time out of your day to deal with this issue.

The charges we are seeing on your account at this time seem to have not been processed correctly. These kinds of errors are often called "Ghost Charges" and are pending charges that are being withheld by your financial institution. I know this is frustrating to you I would be frustrated as well.

It can take 3 to 10 business days for the funds to be released back into your account which depends on your bank. It differs from financial institution to financial institution. If after the allotted time the funds are still not showing on your account, please contact us back so that we can look further into the concern.

Thank you for your continued interest and support!

Best Regards,
Kimberly
The Elder Scrolls Online Team

*** this crap I hope this game burns what a *** brick this became fml

My *** name isnt Paulo and NO MMO HAS EVER CHARGED ANYONE TWICE!!!! EVER!!!!!

beccanae

I was told by American Express that they did not send in a cancel code when they accepted the subscription charge and thus it got sent to the automatic removal cue which takes a week in case the company sends a request to keep the money. So even though according to ESO they send the message to return the funds according to American Express it was not done in the time frame they were expecting and thus I have to wait a week to get my money credited. It is supposed to be credited back Sunday.

muze_ESO

Charged twice, cancelling account now before they do it again.

Ikumarbeh

beccanae wrote: »

I was told by American Express that they did not send in a cancel code when they accepted the subscription charge and thus it got sent to the automatic removal cue which takes a week in case the company sends a request to keep the money. So even though according to ESO they send the message to return the funds according to American Express it was not done in the time frame they were expecting and thus I have to wait a week to get my money credited. It is supposed to be credited back Sunday.

Glad for you. Reifeisen bank in Bulgaria holds these sums for 45 (FOURTY FIVE) days. NOT a WEEK.

Got 130 euro holding up for the next 45 days. Thats more than one salary's time, I hope you notice.
Why? Because ZENIMAX are too dumb to make a PAYMENT-REAl-CASH-SYSTEM that is synchronized right with world-bank standards!!!

Let alone balance a fkn PC GAME without bugs and issues!

AryaWythers

Seems like they are just in it for a cash grab since they neglect basic features and bugs that have been in the game since well before launch!

felixgamingx1

Sorry you guys going through this. yesterday I snapped coz of some stupid rollback it's a stressful task to deal with this game in this state.

vangelis866eb17_ESO

ZOS_AmeliaR wrote: »

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.

We were yelling for a month now to do that and you ve done nothing. Today my sub ended, I renewed the sub yesterday with a card I had 15e in it. Right now I cant enter the game. The response I got from your support was this.

"I can suggest to put double the amount in your account for your subscription charge to fully go through, and make sure it activates your subscription and lets you into the world of Tamriel! "

This is not professional. I demand my account to be opened so I can access a service I paid for 2 times now and both times there were problems. First time ok, you were just incompetent setting up a stupid billing plan. Now theres no excuse. Open my account now and make the charge when your "authorization charge" is released. Solve this now.

Edit: I got a new response from support:

"We understand that you may have trouble putting money into your card. So, we are going to forward your ticket to try and get you 3 free days to give you time to put more money on your card. If you do the pre authorization once and renew your subscription before it expires you will not have to do pre authorization charge again. Thank you for your time and patience and hope that your issue may no longer hinder you from progressing while playing Elder Scrolls Online.
Thank you!"

Heres what are we going to do. I have 15e in my card. Im not putting even 1e more than that. I dont care how you ll manage my 15e, if you keep holding them for auth charge or if you charge them properly. With that 15e you ll open my account for one month as its supposed to work. Get it? If you dont do that im not backing off no matter what.

BeerWolf

Yeah, been charged TWICE when I renewed my subscription on the 13/05/2014 for €12.99 [1 month].

Ikumarbeh

vangelis866eb17_ESO wrote: »

ZOS_AmeliaR wrote: »

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.

We were yelling for a month now to do that and you ve done nothing. Today my sub ended, I renewed the sub yesterday with a card I had 15e in it. Right now I cant enter the game. The response I got from your support was this.

"I can suggest to put double the amount in your account for your subscription charge to fully go through, and make sure it activates your subscription and lets you into the world of Tamriel! "

This is not professional. I demand my account to be opened so I can access a service I paid for 2 times now and both times there were problems. First time ok, you were just incompetent setting up a stupid billing plan. Now theres no excuse. Open my account now and make the charge when your "authorization charge" is released. Solve this now.

Edit: I got a new response from support:

"We understand that you may have trouble putting money into your card. So, we are going to forward your ticket to try and get you 3 free days to give you time to put more money on your card. If you do the pre authorization once and renew your subscription before it expires you will not have to do pre authorization charge again. Thank you for your time and patience and hope that your issue may no longer hinder you from progressing while playing Elder Scrolls Online.
Thank you!"

Heres what are we going to do. I have 15e in my card. Im not putting even 1e more than that. I dont care how you ll manage my 15e, if you keep holding them for auth charge or if you charge them properly. With that 15e you ll open my account for one month as its supposed to work. Get it? If you dont do that im not backing off no matter what.

Lies.

If you put more cash, you will just end up having 2 frozen bills, waiting for release. And I'll hand you my ass if I am not correct.

Jim_McMasterub17_ESO

felixgamingx1 wrote: »

Sorry you guys going through this. yesterday I snapped coz of some stupid rollback it's a stressful task to deal with this game in this state.

I had a bad day a few days back too; put a sour taste in my mouth for the game right before the week ended.
Cancelled my account, & staying away for awhile. Hopefully the bugs will be dealt with soon.

I'll probably come back around winter solstice & see what's what on the forums.

vangelis866eb17_ESO

Well what I have to do according to them is put another 30e for a new auth charge and the sub to go through. My account is closed and I'm still waiting for a response.

Ikumarbeh

vangelis866eb17_ESO wrote: »

Well what I have to do according to them is put another 30e for a new auth charge and the sub to go through. My account is closed and I'm still waiting for a response.

You will not receive a response.
They are not looking at your case any further, because they already gave you instructions. And they wait them fulfilled.
If YOU do not cotact them in 7 days they will consider your ticket solved and forget about you.

Do you see the fascism here?


If you do what they say, they will not unfreeze the first hold up. They will place a second hold up (eery time you try to pay, you must undergo authentication, means a 100% additional value freeze).

You end up having 2 (two) hold ups, and one e-mail that you have been successfuly billed.

After that you wont receive game time. Wana bet?
Then you will have to contact Support with another ticket. They will give you 3 to 5 days to put you off untill they resolve the issue.

And they will not resolve it.

Try it. Im not a prophet. You might just get through.

vangelis866eb17_ESO

Well its same story one month ago. I had to sent 5 tickets, ingoring their instructions till i was sent a code to access the month I had allready paid without putting money in my card for auth charge. The problem is that they know what they are doing is wrong and they know how to fix it but they keep telling people to put more money, which is unacceptable, until you press the issue enough. I love the game but seriously this is the worst experience I had with online gaming.

felixgamingx1

i don't remembers any other mmo being so disastrous.

Iago

Issues like this are why I use a prepaid card, yet doing so are why they have my money but I can't play. I am still discussing this with customer support via email yet I am unsure if this will be resolved at all. At the very least these billing practices are a bit unscroupulous, They should have just said they wanted $29.98 a month for their monthly sub fee.....

Iago

ZOS_HugoP wrote: »

Greetings folks,

We are aware of the issue, and we are investigating.

Thats all fine and dandy but what about those of us who would like to play, you have my money but I cant play because of double dipping.


on a side note these kinds of billing practices seem just a little unethical don't you think?

GlassToTheArson

My girlfriends account was just charged twice today for the monthly sub.

sithblade2000b14_ESO

Resubbed today and got billed twice. I'm hoping one charge is just that goofy charge to see if the account is legit, ya know the stuff that gas stations do. lol

peeksterb16_ESO2

Hi, so here's my story i use a prepaid visa to subscribe and stuff online so i go load up 20 dollars each time i want to subscribe to a game or something. So i saw my sub was over so i ran over to money mart loaded 20 bucks and ran home. Put in my information payment went through got email confirmation and everything. But then a couple seconds later i got another one saying payment failed wtf? So i did some searching and found they wanted 15 dollars verfication great so i need 30 dollars to register is this right?

Anyways i gave in and ran back to money mart put another 20 bucks and tried again thought i was good and they wouldn't want a verfication because they already got that and took my last 15 dollars. But no i was wrong they tried to charge me again for verification now I am out 30 dollars total with no game time. What a frustrating week. Also been trying to get support to fill out a form my card vendor gave me to release the hold on that money but i can not get a response. Its ridiculous.

BeerWolf

sithblade2000b14_ESO wrote: »

Resubbed today and got billed twice. I'm hoping one charge is just that goofy charge to see if the account is legit, ya know the stuff that gas stations do. lol

That's usually a small sum of like €1-2 ... not the same amount as the monthly, which it is here.