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

GossiTheDog

Make sure all of you log a support ticket via the website. Seriously. That way it will get passed to billing.

Willow

felixgamingx1 wrote: »

i was scheduled to be charged today May 10th and haven't seen a charge yet but on my remaining game time it says "You have < 1 days of game time remaining." i chose the 30 days sub.

I am hoping they have shut the daag thing down until they figure out the problem. I too am due for payment today and have been watching. Nothing yet.

I know I am going to be really frustrated if they deny as they held the daag money for what., over a week for auth originally?

I will be double frustrated if they dare charge me twice. If they overdraft my account I will expect them to not only pay my overdraft fee, but they best give me that same exact amount in free game time (in my case it would be an additional 6 months) , plus return that amount back to my account.

elvenranger

My account was jacked up and the charges were wrong ... I contacted Customer Support. Once I got a call back, the problem was fixed and I am playing again. Have faith ... once you are contacted, they will fix it ... sometimes it just takes time. The person I talked to was very thorough.

Also, on your ticket, tell them when they can call you ... I said "anytime" and was called within a few minutes.

beccanae

Unfortunately this morning we were doubled charged for both of our accounts. So they definitely have not turned off billing. I did turn in a support message just hoping this gets resolved soon. We are on a tight budget due to some unexpected expenses and I really considered cancelling this month but my husband wanted it to be my Mother's day to get a subscription and he watch the kids all day tomorrow so I could play. Now I got upset with him and shouldn't have because our tight month just got worse!

Willow

I just checked my account and mine has gone through without a glitch. My next payment is not due until November.

I hope all of you get your accounts straightened out and I do hope they give you all some sort of gift for your troubles as well as pay off (any of those that end up with) any sort of bank fees due to the problem.

I hope this problem is resolved by the time My next sub is due.

Good luck everyone!

otomodachi

Willow wrote: »

I just checked my account and mine has gone through without a glitch. My next payment is not due until November.

I hope all of you get your accounts straightened out and I do hope they give you all some sort of gift for your troubles as well as pay off (any of those that end up with) any sort of bank fees due to the problem.

I hope this problem is resolved by the time My next sub is due.

Good luck everyone!

JEEZ the NERVE of some people just coming here to rub it in by saying "Oh I am having no problems, you all are dumb" and...

Wait, what? You say this post was actually positive and empathized with those having problems? Well dang, sorry @Willow‌ , thanks for having some class.

felixgamingx1

why haven't i been charged my sub yet!?

BTOG46

I'm having the same problems with my subscription, locked out of the game due to 'Subscription Payment Failed‏ ' even though there are ample funds on the card, and my card account is even showing the payment as 'pending'

Leeta

Well due to the payment failing on their part i couldnt even log on to forums. I just recived a email saying i have gotten 5 extra days of play due to them messing things up but trust me it wasnt easy having them give me that. They were really not helping me and i got answers on my ticket like ''weve had 3/4 payments fail today and we dont know why so try again in the next couple days and see if it works and if it dont send another ticket''. I couldnt believe what they were telling me, the responses i got was not acceptable. It was like yea well we dont care try again...They actually ment that i couldnt play because of them but they wont do anything help.

I am not gonna continue playing this game which i loved from the start but i dont trust companies that messes things up with money as they have and i really lost the drive and eagerness to log on and play. Really really really disappointing....

Keffertjes

is this an EU problem??? Or are they actually americans having this problem???

felixgamingx1

Leeta wrote: »

Well due to the payment failing on their part i couldnt even log on to forums. I just recived a email saying i have gotten 5 extra days of play due to them messing things up but trust me it wasnt easy having them give me that. They were really not helping me and i got answers on my ticket like ''weve had 3/4 payments fail today and we dont know why so try again in the next couple days and see if it works and if it dont send another ticket''. I couldnt believe what they were telling me, the responses i got was not acceptable. It was like yea well we dont care try again...They actually ment that i couldnt play because of them but they wont do anything help.

I am not gonna continue playing this game which i loved from the start but i dont trust companies that messes things up with money as they have and i really lost the drive and eagerness to log on and play. Really really really disappointing....

yea i feel your pain still dont know if i'll be locked out in a few hours or not payment didnt charge as scheduled. i'd be upset too but even more upset if i get charged twice.

GossiTheDog

For info it looks like forum accounts are being locked out after a period of the subscription failing. So we won't be see all the people stuck in this situation.

Zenimax need to make this right. Double billing will make the media, and people being unable to give money to play will just drive away the core audience.

felixgamingx1

i just created a ticket out of concern i may get locked out as i didn't get charged nor received a failed transaction notice. and account shows < than 1 day(s) left.
ticket # Resolved.

willpascoe24prb19_ESO

This game is a disgrace all partners in the ESO franchise need to be taken to court on this matter double triple charging.

felixgamingx1

willpascoe24prb19_ESO wrote: »

This game is a disgrace all partners in the ESO franchise need to be taken to court on this matter double triple charging.

good news! just now after i wrote them a ticket maybe it was coincidence maybe not i finally had the funds charged from my account and the best part is it was only once!

Big_Bob

Same here.

I had renewed my subscription days ago and was waiting for the 5 day free bonus to end. When I tried to play, I couldn't log in and it told me my account had expired. I went to check on my account and it shows "Expired - Payment Failure"

Then I checked my mail and it showed ;

"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."

But i had renewed it days ago. Even received an email earlier that states:

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

To top it off, when I checked my bank statement, it showed I was charged twice.

Seriously.. what the heck? Now Im sitting here waiting for a reply from support when I could be playing ESO during the weekend...

Psychoke

I have kind of the same problem? on the 7th of april i decided to add 3 months to my subscribtion and i immidiately had to pay and it still says that may 12th i need to pay for the 3 months
i hope i dont have to pay twice

Monyan

Same here. I can't renew because of "Subscription Payment Failed" though my bank says the money was blocked and are pending for the vendor's step.

Ticket: 140510-048202.

Don't make me wait too long for continuing my journey

mowind

I find it funny that CS does not post a phone number to reach them...

1-844-936-4629 give em hell!

RedTalon

Looks like I got lucky, only got charged once.

Hopefully everyone's issues gets resolved.

mowind

ZOS_HugoP wrote: »

Greetings folks,

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

wow, it only took how long for a CSR to chime in with a canned response...this make me lul.

pantaro30

just got charged and there definitely is two charges pending for me as well. gonna put in a ticket next as well.

Noctem_Bellator324

After emailing them they told me to call my bank. I did and they told me to contact Zenimax. For anyone who doesn't have the phone number for Zenimax customer support the number I was given is 855-296-3170, it seems that after holding for several minutes my call kept getting dropped though. They actually called me back and I spoke with their rep, she couldn't do anything for me because all she saw was one payment but has escalated my problem to the billing department. I definately suggest calling them instead of email, I seem to be making some progress as far as getting my money back.

GossiTheDog

I suspect some of the charges here are actually authorisations - ie you haven't been billed, just the money locked.

mowind

GossiTheDog wrote: »

I suspect some of the charges here are actually authorisations - ie you haven't been billed, just the money locked.

money locked, is just about the same as them taking the money.

either way it takes days(depending on bank) to unlock/refund your money.

felixgamingx1

mowind wrote: »

GossiTheDog wrote: »

I suspect some of the charges here are actually authorisations - ie you haven't been billed, just the money locked.

money locked, is just about the same as them taking the money.

either way it takes days(depending on bank) to unlock/refund your money.

Yea usually 2 to 5 business days.

GossiTheDog

felixgamingx1 wrote: »

mowind wrote: »

GossiTheDog wrote: »

I suspect some of the charges here are actually authorisations - ie you haven't been billed, just the money locked.

money locked, is just about the same as them taking the money.

either way it takes days(depending on bank) to unlock/refund your money.

Yea usually 2 to 5 business days.

Yes - some 14 or 30 days.

I actually ponder if some are being billed the 30 day fee, and them authorised for following month fee at same time. Obviously those getting declined is another issue.

felixgamingx1

Mine went through just fine this afternoon I wonder if the ppl having issues tried to cancel and sub again during the past few days

mowind

GossiTheDog wrote: »

felixgamingx1 wrote: »

mowind wrote: »

GossiTheDog wrote: »

I suspect some of the charges here are actually authorisations - ie you haven't been billed, just the money locked.

money locked, is just about the same as them taking the money.

either way it takes days(depending on bank) to unlock/refund your money.

Yea usually 2 to 5 business days.

Yes - some 14 or 30 days.

I actually ponder if some are being billed the 30 day fee, and them authorised for following month fee at same time. Obviously those getting declined is another issue.

You could very well be right..
Run account auth to check for active account-- 14.99 (most companies use $1 for this)
Actually charge for monthly sub 14.99

AryaWythers

elvenranger wrote: »

My account was jacked up and the charges were wrong ... I contacted Customer Support. Once I got a call back, the problem was fixed and I am playing again. Have faith ... once you are contacted, they will fix it ... sometimes it just takes time. The person I talked to was very thorough.

Also, on your ticket, tell them when they can call you ... I said "anytime" and was called within a few minutes.

I had Faith in a fart once...needless to say I was wrong and everyone left me alone to wallow in my own filth.

Some of us have had bad experiences with support and this is only the latest black eye for this game.