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

Anu_Saukko_Tutkija

ha.. don't buy Chinese cheap gold, they steal your cc number and then you notice, " why i have been charged multiple times... " well guess what, point finger to mirror, not to zenimax.

felixgamingx1

Harol harolll yah don't by chinise guld

pr42

Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!
Subject
So i went to check my billing statement and you double charged me 41.97 for the ...
Response By Email (Michael) (05/10/2014 06:58 PM)
Hello XXXXXX,

Now for the second 41.97 charge you funds will return to your account in a couple of days as all second charges automatically get cancelled.

We do apologize for the inconvenience that this may have caused and ask that you show us patience while we try to provide you with a great gaming experience.

If you have any other concerns or issues, please feel free to contact us again. We are always happy to help!!!

Please do not hesitate to send us feedback as well!

Divines guide you friend,

-Mike
Customer By CSS Web (XXXXXX XXXXXX) (05/10/2014 06:37 PM)
So i went to check my billing statement and you double charged me 41.97 for the 3 month game time. So whats up with that? I heard the same thing has been doing on with other members of the community as well...

You guys havn't announced any official statement on this issue? This is a pretty damn big issue considering you are messing with people's financial means. So whats the turn around on you to fix this issue? Please contact me back with a time and date when it will be fixed if you havn't already.
Question Reference # XXXX-XXXXX

Date Created: 05/10/2014 06:37 PM
Date Last Updated: 05/10/2014 06:58 PM
Status: Solved







XXXXX or XXXXX XXXXXXX or w/e is just to block my personal info regarding this


Been a couple days since and my bank still has a double charge. my account game time is correct with < 90 days.

pr42

@ZOS_JessicaFolsom‌ @ZOS_GinaBruno‌ @ZOS_KaiScober @ZOS_JoBurba

felixgamingx1

This is mufcabbage!

txfeinbergsub17_ESO

I would not worry as long as the double charges are in pending state. Wait until they fall out of pending and then if you see two real charges, call customer support. Right now I am showing two charges of $84.37 for the 6 month plan both in pending state. I am not freaking out. Patience is a virtue.

GREEN_SEVEN

GossiTheDog wrote: »

Out of interest

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

I used the same mastercard I used to pre-order the game. This was done from Australia. I got the ESO email that states subscription plan was successful, my bank account debited, then the ESO email that states subscription payment failed. I can not log into the game. Ticket submitted.

LameoveR

I bought standard digital edition on 4/4/14, then was charged on 14.95 to "verify" my card. I was not refunded.
Then on 22apr, i was charged for 90-days fee, and when first 30-days expires i didn't get my sub. No refund again.
On 05/10 i tried 30-day sub, was charged and payment was failed again.
I tried my another visa-card, was charged for 90-day sub and it fails again.
CS tells me that i'll get refund in 7-10 workdays.
I bought time code eventually.
Let's wait a while..

Leeta

People who come in here and say dont worry the money will come cack on your account can you just please not post at all? Its really frustrating when theyve taken the money but YOU CANT LOG INTO GAME because it says you have no subscription. Its *** up and this is a very serious issue, and the responses from cs you get is ridicolous! They told me to try in a couple days again, and yea so i did today (tuesday) and the same thing happened. First i get a email saying its a success i have now renewed my sub and then 3-4 mins later i get a email saying it failed! I am seriously done now and moving onto Wildstar.

If they want people to stay that been affected by this they should give us a extra free month because im not gonna try to pay again until im sure it will work. Im not worried about the money cause i have money and i know they will come back to my account but i paid for something twice now and i didnt get what i paid for. Its been 5 days now where ive been unable to play. They are missing out on so many subscribers right now...

patrikblb16_ESO

Got doublecharged aswell, Zenimax said one of them has been cancelled already and that it should take couply of days for it to take effect. But why the hell were we doublecharged in the first place?

LameoveR

Now only one solution to this problem for those, who can't pay via CC.
Buy time codes from official dealers, as i did 2 days ago.

Keffertjes

Leeta wrote: »

People who come in here and say dont worry the money will come cack on your account can you just please not post at all? Its really frustrating when theyve taken the money but YOU CANT LOG INTO GAME because it says you have no subscription. Its *** up and this is a very serious issue, and the responses from cs you get is ridicolous! They told me to try in a couple days again, and yea so i did today (tuesday) and the same thing happened. First i get a email saying its a success i have now renewed my sub and then 3-4 mins later i get a email saying it failed! I am seriously done now and moving onto Wildstar.

If they want people to stay that been affected by this they should give us a extra free month because im not gonna try to pay again until im sure it will work. Im not worried about the money cause i have money and i know they will come back to my account but i paid for something twice now and i didnt get what i paid for. Its been 5 days now where ive been unable to play. They are missing out on so many subscribers right now...

The fan boys will tell you.

There's nothing whrong evrything works fine but thats because ESO is my love and im blind XD.

Me i can understand you are out of here people say 15$ is nothing (for some people i agree) but when you pay for 3months and get double charged and not getting your product thats just unaceptable they just STOLE your money.

Im also pretty sure ZOS there forum got hacked 3 days ago. Im not sure why ZOS staff that works at the forums is gonna put.

home>forums>*scumbread scumbread* customer support-english

Seems like doing bussines with dealers is safer then ZOS these days.

felixgamingx1

This is unreal

Harbi

Went for the 6 months subscription, got charged twice, each for 87$. That is just freaking great.

Dante_Marquis

Still waiting for the money that I got charged 4 times to get back in to my bank account $77 being changed 4 times it not fun guys twice for me and twice for my wife.

GossiTheDog

Have any of the posters in this thread had their problem resolved?

Dante_Marquis

patrikblb16_ESO wrote: »

Got doublecharged aswell, Zenimax said one of them has been cancelled already and that it should take couply of days for it to take effect. But why the hell were we doublecharged in the first place?

Good luck with that my wife and I are still waiting and its been over week now

Mastemar

GossiTheDog wrote: »

Have any of the posters in this thread had their problem resolved?

Nope, i just checked, i am still in pending/hold, and my purchase failed, i already know it is not my bank, since ZOS is supposed to be in the U.S, my credit union does not care where i buy from as long as it is in the states.

Willow

I find it strange that some have had problems if everything is not exactly the same on their card and their account info. My name is hyphenated with an additional name on my card, (not going into detail here for obvious reasons) and it is not on my account, and my payment went through with no problem.

I can say I did not use a Visa card, I live in the US, I was in beta, I bought the game with the same card from ESO site, I preordered.

Not sure if this helps in any way. Just trying to give info to everyone here to see if maybe the problem can be pinned down.

It seems somewhere Zen billing has blocked payments from somewhere car blanche and are going back and manually doing those payments as they get tickets?

They really need to make an announcement of some sort as well as compensate those of you that have been put out by this.

Dante_Marquis

GossiTheDog wrote: »

Have any of the posters in this thread had their problem resolved?

Nope and my pending's are now showing as 4 purchases.. I mite have to go to the bank and have them deal with this if ZoS dose not help.

felixgamingx1

@dante_maquis you were one of the first to report this issue yet they haven't solved it. I can't begin to imagine your frustration and if really 3/4 payments failed to process or double charge like this we looking at least 1/2 of population will be gone.

Rosveen

GossiTheDog wrote: »

Have any of the posters in this thread had their problem resolved?

No, it's still pending on my account. I'm not doing anything until I get my money back, so I guess I won't be playing for a while.

I live in Poland and paid with a Visa card, if it helps in any way.

GossiTheDog

@ZOS_HugoP, is this still being investigated?

LadyDestiny

Same here. My husband and I both set up sub, was deducted and never reimbursed, then we were charged for this month as well. Just checked our account statement to make sure. Never came back to us.

felixgamingx1

I think it's fraud after 5 business days

Jim_McMasterub17_ESO

No, not fixed yet. but believe you me I marked the date on my calender when VISA told me to contact their fraud protection services & they would start a claim against ZoE.

seneferab16_ESO

I got charged and recieved a Subscription Failed email as well. I set up a new subscription with a different credit card, and it worked. I live in Sweden, they are both MasterCard, both registered to me.

I have not got my money back yet, and no, I am not happy about it.

filc

Subscription system still not working for me. This is really epic fail

BaKaNoOB

This is my last support ticket written today on the issue- third or forth already nothing changes

I had been charged with the monthly subscription and everything is fine with this, but initial authorization hold with full monthly subscription still blocks money in my bank account. I had contacted my bank and they say that everything is as it should be on their side. I had contacted you before on this issue and received once e-mail from support asking me for additional info which i provided (etc. the last 4 digits of my visa card) for example and there were nothing done on the mater.
Please help me !

PS.Excuse me for my Bad English

Hope there will be done something on the mater ...

o_0

Good news all! ZoS is hiring! Maybe this position should have been filled before launch

Payment Analyst - Contact Center
Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley, US-MD, US

ZeniMax Online Studios is committed to a vision of excellent customer satisfaction and retention. The Payment Analyst will be responsible for identifying and developing payment resolution strategies and implementing solutions to minimize the financial impact on the Company, documenting risk trends, evaluating deficiencies and working with the business units to remedy them. This is a full-time position at our contact center in Hunt Valley, MD. Candidates will need to be able to work alternate shifts and weekends as required. We offer a fun, exciting and challenging environment in one of the most energizing organizations in the MMO space.

Responsibilities:

Monitor and investigate credit card processing activities using internal and external risk monitoring tools
Answer internal inquiries and external inquiries with regard to payment issues.
Ensure that efficient and quality services are delivered to both internal and external customers that meet or exceed agreed service standards
Contact acquirers to verify transactions processed through payment accounts.
Track and ensure that all retrieval requests are fulfilled within specific timeframes
Complete fulfillment and re-presentment for all chargebacks ensuring all transactions are identified and handled
Complete chargeback investigations as necessary to ensure compliance with the Card Scheme rules
Perform other risk related duties as assigned
Requirements:

2+ years in the payment services industry with experience specific to fraud and risk
Credit Card processing and dispute management
Direct Debit processing and dispute management
Familiarity with online games and their payment channels
Experience with contact center business systems and technology
Professional attitude with the ability to communicate effectively to internal and external audiences
Ability to solve puzzles and infer solutions with limited information
Proficient working knowledge of Microsoft Windows and Microsoft Office
Pluses:

Passion for playing massively multiplayer online games
Experience working within an international company
Experience working within a contact center
Fluency in additional languages
How to Apply

To apply for this position, please submit an application through Taleo.

Apply to Position: Payment Analyst - Contact Center