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

ciaranthemoob16_ESO · May 2014

WOW!
Response By Email (Carlos) (05/12/2014 06:37 AM)
Greetings Ciaran!

Thank you for contacting The Elder Scrolls Online Team.

We apologize for any inconvenience this issue may have caused you!

We recommend that you first contact your bank before attempting to make the purchase again. There may be some security issue due attempting to make a purchase online.

Should this not resolve your issue please contact us again with the following account details and we will gladly investigate the issue for you:

THIS GENIUS! my account got charged...without question..but according to Carlos here...i have to pay a second time! GENIUS!

wrlifeboil · May 2014

Rayko wrote: »

ss.ioannidisnrb18_ESO wrote: »

felixgamingx1 wrote: »

magic_is_might wrote: »

Okay, my boyfriend tried to pay for my monthly subscription. His card name will obviously have a different name on it than the name on my ESO account info.

So why can't I change the cardholder name to his...? I had to change my actual ESO account info to his name for it to change the cardholder's name, since that's something I cannot change when entering payment info. Then when I went back to enter card info, it started saying there was an issue with my payment when I clicked the card type (ie Visa/Mastercard). Without ever entering the actual card info.

Can't say I've ever seen that... Usually account info is totally separate from billing/payment info... Love the hassle.

Stop messing with payment info! I didn't edit anything since purchase and it went through just fine I got charge pre auth in the very beginning and yesterday I got charged my monthly sub once. No down time no hassle.

Is Felix a Zenimax employee or agent. I find the responses to this and my post very troubling.

I make the point this would never happen with Blizzard.

I also make the point that while the money has been taken illegally - No Contract performance - No consideration provided. I will be required to contact my bank - lodge a Chargeback request - renew my cards so that Zen doesnt do it again and then after 14 days I will get my money back

This is preferably then the time it will take Zen to rectify their issue (never)

You sir are an idiot.

1-Blizzard has had more account problems than probably any company in history. Granted I have no statistic or facts to back that up but since you are making unprovable claims I thought it would be ok if I did as well.

2-You authorized them to take the money it's not illegal for them to then take it. Just because they had a malfunction keeping you from getting credit doesn't make your authorization void and therefore making it illegal for them to take the funds.

3-They will ever fix the problem according to you....right.

You are probably making it up about Blizzard. They take their account service very, very seriously. To me, Blizzard is the gold standard. Nine years and not a single billing error. Ordered several digital downloads of Blizzard games, changed the length of my WoW sub several times, and did many character transfers without a hitch.

The only peeve I have with them is the $1 or so that I have in battle.net currency from Diablo 3. Not much you can buy with $1.

felixgamingx1 · May 2014

wrlifeboil wrote: »

Rayko wrote: »

ss.ioannidisnrb18_ESO wrote: »

felixgamingx1 wrote: »

magic_is_might wrote: »

Okay, my boyfriend tried to pay for my monthly subscription. His card name will obviously have a different name on it than the name on my ESO account info.

So why can't I change the cardholder name to his...? I had to change my actual ESO account info to his name for it to change the cardholder's name, since that's something I cannot change when entering payment info. Then when I went back to enter card info, it started saying there was an issue with my payment when I clicked the card type (ie Visa/Mastercard). Without ever entering the actual card info.

Can't say I've ever seen that... Usually account info is totally separate from billing/payment info... Love the hassle.

Stop messing with payment info! I didn't edit anything since purchase and it went through just fine I got charge pre auth in the very beginning and yesterday I got charged my monthly sub once. No down time no hassle.

Is Felix a Zenimax employee or agent. I find the responses to this and my post very troubling.

I make the point this would never happen with Blizzard.

I also make the point that while the money has been taken illegally - No Contract performance - No consideration provided. I will be required to contact my bank - lodge a Chargeback request - renew my cards so that Zen doesnt do it again and then after 14 days I will get my money back

This is preferably then the time it will take Zen to rectify their issue (never)

You sir are an idiot.

1-Blizzard has had more account problems than probably any company in history. Granted I have no statistic or facts to back that up but since you are making unprovable claims I thought it would be ok if I did as well.

2-You authorized them to take the money it's not illegal for them to then take it. Just because they had a malfunction keeping you from getting credit doesn't make your authorization void and therefore making it illegal for them to take the funds.

3-They will ever fix the problem according to you....right.

You are probably making it up about Blizzard. They take their account service very, very seriously. To me, Blizzard is the gold standard. Nine years and not a single billing error. Ordered several digital downloads of Blizzard games, changed the length of my WoW sub several times, and did many character transfers without a hitch.

The only peeve I have with them is the $1 or so that I have in battle.net currency from Diablo 3. Not much you can buy with $1.

This isn't about blizzard you guys. We playing ESO it's from Zenimax.

parkerdubberb16_ESO · May 2014

Well now, this happened to me as well. I was supposed to get billed the 60 days recurring this morning but I got a mail of failed payment. Which was odd, since I had plenty of funds to cover the charge and even more oddly the amount corresponding to the 60 days sub was not there anymore. I thought I might have had some other payment overdue which I overlooked, so I then checked my card balance before attempting a 30 days sub making sure there were enough money to cover it, went through the sub process...then received an email of failed payment, BUT! My card has been charged of the 12,99 EUR despite what the system is telling me! So I now have payed for 90 days of gametime and I ain't getting any. Filed a report to the billing support but I am still waiting for the callback.

Cously · May 2014

I subbed on 4/4 when putting the serial for IMP edition and I got charged on my card on 7/4. Was full amount so I suppose that was the auth. I didn't get refunded till today. I was to get billed on 9/5 and no charges on my card till now. I either will be double charged or the auth wasn't exactly an auth. They did charge the full price of the second month when you had to sub putting the serial.

EDIT: Forgot to mention, my sub is working ok, played the game without being locked. Maybe my case might add to the hints to find a solution for each individual checking their records and gathering information on how ZO do the billing.

BaKaNoOB · May 2014

Joolio wrote: »

I subbed on 4/4 when putting the serial for IMP edition and I got charged on my card on 7/4. Was full amount so I suppose that was the auth. I didn't get refunded till today. I was to get billed on 9/5 and no charges on my card till now. I either will be double charged or the auth wasn't exactly an auth. They did charge the full price of the second month when you had to sub putting the serial.

EDIT: Forgot to mention, my sub is working ok, played the game without being locked. Maybe my case might add to the hints to find a solution for each individual checking their records and gathering information on how ZO do the billing.

Probably it was full charge till the start , cause from my bank they tell me there is a hold on my money , which is not released in 30 days now.

VISA rules were if the seller don't take the money in 40 days the charge will be released...

PS. the auth in my eyes were full charge from the start probably will unsub in a month

GossiTheDog · May 2014

Out of interest

Those getting declined, what form of payment (e.g. VISA etc), and what country are you in?

parkerdubberb16_ESO · May 2014

I'm using VISA from Italy.

hedgehog1989 · May 2014

DAMN ZOZ!!! Stop this immediatelly!!! We are all tired from instant buggs!!! FIX it ASAP!!!

Hypocrisy · May 2014

Also have the same problem. My 180day playtime was supposed to be activated on may 11,2014 and I received a email that the subscription payment failed and was declined. I tried changing payment method to three month one and again six month, same thing happend again. I went to my bank and saw that i was charged three times 2x€65.94 and 1x €35.97. I opened a ticket reference code is: 140512-020210 plz resolve this issue.

felixgamingx1 · May 2014

I can't even imagine how frustrating this is being to those affected hope you guys get free membership for life.

Edlyn · May 2014

I just checked my bank account and I also was charged twice for the monthly subscription. I sent an email to customer service and I hope I will get the money back asap!!!!!

Brizz · May 2014

This is bad news guys.... Bugs in the game is one thing, but overcharging this many account will get Zenimax sued for a LOT of money...

My 1 month sub isn't showing on my account yet (paid yesterday) but the available balance is missing 30$....

Should I be worried?

felixgamingx1 · May 2014

Pls don't sue them plss the game will shut down!

magic_is_might · May 2014

Well, lesson learned. If I continue to keep playing, I will buy a gamecard through Amazon or someplace that knows what they are doing. And knows that requiring an authorization charge equal to the amount you're subbing is utterly ridiculous. Yes, you get the money back. But when? That depends on your bank. I know a lot of people take up to and over a week for their bank to release those funds.

ZOS_JessicaFolsom · May 2014

Hey folks, just wanted to pop in here and let you know we have been watching this thread (and others) and are working on getting you answers to your questions and concerns.

BaKaNoOB · May 2014

ZOS_JessicaFolsom wrote: »

Hey folks, just wanted to pop in here and let you know we have been watching this thread (and others) and are working on getting you answers to your questions and concerns.

Ty very much.

Also to my previous post i send support ticket , they asked for some info - provided then no action taken. Still has hold i expect another charge tomorrow

Sailorsm76 · May 2014

PAYING FOR YOUR NEXT MONTH AND BILLING ISSUES look up this topic I posted other day concerning this issue there is a number to call and it explains the issue for resubs. As we our selves have 3 accounts in our family this brought a huge problem for us.

elek999 · May 2014

Evergnar wrote: »

Well, I got a call back tonight. Actually two cause I missed the first call. Very nice CS guy who tried to be helpful but the bottom line is they don't know. They don't know why there system says rejected and my card says pending when those funds (14.99) unavailable.

Bottom line is the folks who set up there payment system either didn't do something right, set it up abnormally or they are having technical problems.

That being said I gotta give Jason at CS props who set me up with a couple days of play time until this gets figured out. It was refreshing to hear him say right off the bat, "don't worry, we'll get you back in tonight". On a Sunday night no less. So thank you Jason @ CS.

Will just have to see how this plays out but I'm still not thrilled about having to go through hassles like this. Again, this is the same card I purchased the game and some limited edition stuff with.

this was essentially my experience as well.

Jim_McMasterub17_ESO · May 2014

Cancelled account, done with these people.

zomgwtfpirates · May 2014

just wanted to drop my two cents here. the other day i changed up my subbing information because i had signed up using my boyfriend's card (i didn't have money at the time to "activate" the free month) and switched over to my card - where it withdrew the full amount to authorize. then the next day my account time was up and when i went to resub, the payment failed (i'm assuming because the authorization was still being held). i got in touch with CS and they gave me a few extra days play time. it was the weekend when all this happened so i didn't try fixing anything besides getting in touch with CS - i knew i wasn't gonna get a hold of my bank til Monday. then today comes, when i get up the money is back in my account, i tried resubbing again, and everything went through okay.

this was just my experience. i don't know if maybe the auth money got released quicker because i got in contact with CS or it just happened to drop that quickly. i hope everyone else here gets their situation handled quickly and can get back to gaming.

Aziz006 · May 2014

Greetings Aziz,
Your subscription payment for The Elder Scrolls Online has been successfully processed
What the hell. I was planning to take a break and do not play game until Craglorn comes but Zenimax automatically charged me. I got 1 e-mail. Does it mean I have been charged once?

Evergnar · May 2014

Just an FYI, I've been looking into this the last couple of minutes and looks like much of this is more common than I realized. Not necessarily just Zos specific.

I can't believe I've never run into this before but maybe it's a newer transaction method. Regardless, I disapprove of this transaction method, especially for a game. It appears that with certain transaction types it is not unheard of for money over the purchase price to be held or withdrawn and then credited back within x amount of days. Again, I do not approve of this regardless what other merchants might do. Especially without clear notification of such transactions.

In addition apparently the transaction method used by Zos is similar to the ones used at hotel or rental car companies where a certain amount (merchants decision) is held when the final purchase amount is not known yet. Why would you do this? Why even have this type of transaction for the game?

Another possible cause of the problems could be with Zos account information not matching perfectly with cc account information. I've double checked this but would not be surprised if something in Zos' data base is not recognizing the information correctly. Since I first set up my account here I did change some personal information so that may have something to do with it. The correct information is there now however.

Anyways take all that for what its worth. This is all new to me but at this point all I can say is Zos you need implement more basic transaction methods. The last thing you should be doing right now is confusing customers, not taking peoples money or taking too much.

Just my 10 cents

federicofc1988rwb17_ESO · May 2014

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.

o_0 · May 2014

I bet they have their legal team working more on then any other team. Gotta find a way to protect against a class action lawsuit at this point. As others have said. Game bugs are one thing...Money and banks are a whole different beast.

GossiTheDog · May 2014

o_0 wrote: »

I bet they have their legal team working more on then any other team. Gotta find a way to protect against a class action lawsuit at this point. As others have said. Game bugs are one thing...Money and banks are a whole different beast.

I doubt it. It's like a hundred customers here.

o_0 · May 2014

GossiTheDog wrote: »

o_0 wrote: »

I bet they have their legal team working more on then any other team. Gotta find a way to protect against a class action lawsuit at this point. As others have said. Game bugs are one thing...Money and banks are a whole different beast.

I doubt it. It's like a hundred customers here.

Technically the number of people affected doesn't matter.

Certification -- The judge must certify the plaintiffs as a class. For this, it must be impractical for plaintiffs to sue individually, they must share a common complaint, and the defendants must share a similar defense for all plaintiffs.

Diversity Jurisdiction -- Any case involving plaintiffs or defendants from many different states.

Mastemar · May 2014

yup.. my money is also still on hold... or gone.. i only got 2 days of sub time as compensation for 180 days paid for, but not received, i already know it is not my bank, cause the only time it would do this is if they are overseas, but they are supposedly in the U.S, i use a credit union, as long as if it is in the states, they really do not much care where i purchase from.

felixgamingx1 · May 2014

Don't confuse pending with hold

Rellimniets · May 2014

Some times the double tap of the funds is due to a holding of the funds and then the actual charge. The holding charge will fall off and not actually be charged, once the real charge is taken. Not saying this will happen, but usually is the case, mine did a double charge as well.