Zos blocked funds on my bank account and... That's why payment failed :(

Adam_Hart · May 2014

Yes, that's right!!! On 11 May I entered in my ESO account the subscription plan chosen (6-month-long). Authorisation was positive and everything was just fine... But... ZOS blocked all the money (60 EUR) on my account. Today 5 days passed and that block still persists on my account!!! And my account is drained (will have my salary on the account in 3 days from now, as it's Friday now and in weekends no banks work), so there was an unsufficient amount to cover my 6-month subscription plan... BECAUSE ZOS FORGOT TO UNBLOCK THAT AMOUNT FROM MY BANK ACCOUNT 4 DAYS AGO !!!!!!!

You know what, people? Your crazy "technical issues" drive me even more than crazy now... So, better unblock this amount at my bank account in no time, ok? And turn on that bloody 6 months access. And better refund me somehow that huge error of your system (which blocks 60 Euro - MY MONEY - for 5 DAYS !!!!!!!!!!!!!)... or I'll withdraw my subscription plan and find another game, playing which is much more safe for my heart...

Oh, by the way... Are you going to start answering my tickets, guys?!? What do they pay you for? Playing in the work hours? My last two tickets are: 140516-016057 & 140516-016130.

PS If you wanna make me feel better about this, you can make me a gift of in-game gold. For blocking 60 REAL Euro for at least 5 days... well... I guess 100k gold per day would be a sufficient damage. Maybe this will teach you how to care for your customers... No, it won't. Nothing will...

Auric_ESO · May 2014

just call them, they can get you back up and running in an emergency like this. I know they've given temp codes out to people to get them back up and running.

@ZOS_HugoP‌

felixgamingx1 · May 2014

A Merchant can't block your funds, try the bank.

Ohh And you wanna sue ZOS for how much? 500,000 gold oh my oh my the Elder bank will go bankrupt soon

Loxy37 · May 2014

I also am still £60 down. Zenimax said its my bank and my bank said its definitely Zenimax that messed up which leave my money in limbo. It should clear though soon hopefully. Demanding compensation from them just won't work. They may give you a few days and help you out but I would improve your attitude towards them.

Adam_Hart · May 2014

Maybe bank in the end is the blocker but this block's title is: "London***ELDERSCROLS"... My bank never blocks funds for more than 2-3 days... It's 5 days now since it was blocked. Noone in the bank can give an answer to my question. Besides it's weekend now and all smart bank employees will be available in 3 days... Now I have only a hot line with those call center support employees who do not know literally nothing and can do even more than that...

The only thing everybody is able to is... to apologize. Although noone did. Neither ZOS, nor the bank...

Adam_Hart · May 2014

Oh, I know few days for free would be their only compensation. They give no other compensations. They even do not apologize so often like they do free days...

Katinas · May 2014

A similar thing happened to me. I extended my pre-ordered 30 days for another 30 and at the end of the 5 days we were given as a bonus I was shocked to see that my game time was in fact not extended. I immediately logged to my account, made a 30 day extension but the credit card transaction still shows the €12.99 as "reserved". I gave it two days thinking this is just some technical issue as I am not a resident of the UK (I understand their bank account is located in the UK) but after more than 48 hours have passed (it's now actually more like 96 hours at this moment) I contacted the customer support explaining my problem. The guys were very fast to respond and very kindly gave me a 3 day game time until it gets resolved. About two hours ago I subscribed for another 90 days but the €35.97 are again shown as "reserved". I don't expect the transaction to be made immediately, let alone on an evening of Friday. So I now have paid for 4 months of play time yet I am waiting for my money to reach Zenimax. Hopefully it's just some issue with international transactions taking a little more time.

Adam_Hart · May 2014

I know something about international bank transactions - had many clients from UK or Ireland so I know how fast British banks are. 5 days is DEFINITELY too long!!! And I live in EU country, not in Africa or Oceania (but even in such a case such a delay would be something unusual)...

Utildai · May 2014

I've had this problem as well. Not draining my account, but something different. I was billed twice basically. I had a charge for the 14.99 which was authorized and taken from my account... However, I also had a second ''hold'' on the account for another 14.99. So, for my 15.00 subscription, I had to hold up 30.00 for a full week.

They tried telling me it was my bank holding the extra funds... No, it is the way Zenimax is billing. I've been playing MMO's for 15 years and have ever only been charged one time per month... not twice and then refunded once...

It's really pretty annoying... CHANGE IT!

Adam_Hart · May 2014

Are these support employees blind? demented? backward? or simply stupid? Thay ask me about authorization data - I provide it. And in the next mail (quoting the previous one, as well as my answer to all the verifying questions) they ask me again for the same things!!! Oh, come on... Is this some surreal dream or something?!

Tarwin · May 2014

So they preauthorized, but didn't apply the authorization to the transaction? Thats messed.
So far all is well in the land of Paypal for me (I hope I haven't just cursed myself)

Sakiri · May 2014

Erm..

Heres how it works.

Merchant sends preauth to bank.
Bank processes, verifies adequate funds.
Merchants requests payment.
Bank sends payment.

Heres what differs with banks... some release preauth hold sooner than others. Law dictates how long they have to release it. Its about a month. Many banks let them fall off on their own, either with the max allowed or a time period in their own policy.

You can call your bank to release the hold but only after the transaction authorized and approved. If they havent released the hold, CALL THEM. ZOS isnt responsible and cant do a damn thing.

Adam_Hart · May 2014

PayPal still works well, I used it today twice - no problems.
ZOS - this is my eternal problam. My thorn in an eye. My pain in ass too... I wonder who is so stupid to pay these people to play stupid to us? And take us for idiots, at best!

They did authorise my card and account. They have frozen my 90-day charge. It's still unfrozen after 5 days... and the payment has failed today due to unsufficient funds... And they are unsufficient ONLY because they have frozen the money

So, what happens on Monday, when I'll have my salary? Will they charge me for the second time? And I'll be back for totral of 60 Euro until that bank freezing block melts down?

It sucks! I guess it's only a matter of time when suiciders with explosives start to attack ZOS HQ...

Teloria · May 2014

Adam_Hart wrote: »

Yes, that's right!!! On 11 May I entered in my ESO account the subscription plan chosen (6-month-long). Authorisation was positive and everything was just fine... But... ZOS blocked all the money (60 EUR) on my account. Today 5 days passed and that block still persists on my account!!! And my account is drained (will have my salary on the account in 3 days from now, as it's Friday now and in weekends no banks work), so there was an unsufficient amount to cover my 6-month subscription plan... BECAUSE ZOS FORGOT TO UNBLOCK THAT AMOUNT FROM MY BANK ACCOUNT 4 DAYS AGO !!!!!!!

You know what, people? Your crazy "technical issues" drive me even more than crazy now... So, better unblock this amount at my bank account in no time, ok? And turn on that bloody 6 months access. And better refund me somehow that huge error of your system (which blocks 60 Euro - MY MONEY - for 5 DAYS !!!!!!!!!!!!!)... or I'll withdraw my subscription plan and find another game, playing which is much more safe for my heart...

Oh, by the way... Are you going to start answering my tickets, guys?!? What do they pay you for? Playing in the work hours? My last two tickets are: 140516-016057 & 140516-016130.

PS If you wanna make me feel better about this, you can make me a gift of in-game gold. For blocking 60 REAL Euro for at least 5 days... well... I guess 100k gold per day would be a sufficient damage. Maybe this will teach you how to care for your customers... No, it won't. Nothing will...

This has been happening to many many people, Euro and American servers. Supposedly they have some kind of new system and when we have spoken to customer service (can only get through to a person using the technical support phone number through Bethesda support site) they can't help with anything other than attempting to answer questions because they are not allowed to. Not allowed to? What? What kind of company are we dealing with here. They need to get things straight. Bots and gold sellers are one thing, serious problem yes, but messing with people's bank accounts and money....that is another.

seneferab16_ESO · May 2014

Sakiri wrote: »

ZOS isnt responsible and cant do a damn thing.

I am 31 years old, do most of my purcases and transactions online and I have done so for the last 13 years. I have never had this happen to me before. And as you can see in this thread it has happened to many, many others.

http://forums.elderscrollsonline.com/discussion/95350/people-that-got-charged-twice-or-can-t-re-sub-post-here-zos-cs-rep-needed-asap#latest

I'm pretty sure ZOS is responsible.

I got double charged, one of the amounts went through and the other one is pending. I would like to get my money back. Been a week now.

orablast · May 2014

If 60 euros drained your bank account, then it sounds like you tried to overdraft.

seneferab16_ESO · May 2014

Teloria wrote: »

This has been happening to many many people, Euro and American servers. Supposedly they have some kind of new system and when we have spoken to customer service (can only get through to a person using the technical support phone number through Bethesda support site) they can't help with anything other than attempting to answer questions because they are not allowed to. Not allowed to? What? What kind of company are we dealing with here. They need to get things straight. Bots and gold sellers are one thing, serious problem yes, but messing with people's bank accounts and money....that is another.

I think they're outsourcing, and I don't think they picked the right company to outsource to. Cheap is not always better.

epoling · May 2014

Ever wonder why banks have ever increasing profits year after year? Here's your answer. And yes, they will always claim it is the merchant's fault. I got the lowdown from my bank manager when I wanted to get an account without overdraft protection. She explained a lot of the really devious crap banks do to get your money. Luckily, as a veteran, I got a pretty good account for free.

Orizuru · May 2014

epoling wrote: »

Ever wonder why banks have ever increasing profits year after year? Here's your answer. And yes, they will always claim it is the merchant's fault. I got the lowdown from my bank manager when I wanted to get an account without overdraft protection. She explained a lot of the really devious crap banks do to get your money. Luckily, as a veteran, I got a pretty good account for free.

This is very true.

My company uses a credit card gateway that settles all charges in a batch at day-end. We send Auth Hold requests all day long until the day-end process runs and collects on all the charges at once to lower our processing fees/batch fees.

If a customer returns something before settlement has occurred we can't do a refund because we haven't collected yet, so we have a process called a Reversal of funds. This basically sends the customer's bank a notification that we do not intend to settle the Auth Hold. The bank is supposed to then return the funds to the customer's bank or credit account. However, we get calls from our customers where they complain because the funds haven't been returned 24-72 hours after the reversal was processed. In some cases, it can take up to 3-4 weeks before the funds are returned. When I followed up on these problems with the bank that processes our credit cards transactions I was told that many banks ignore reversal requests and hold the funds in a special account that earns them interest. Since the bank can leave the funds in an Auth Hold status for up to 30 days before they are at fault, many of them will leave those funds in Auth Hold status for the full 30 days and continue to draw interest on it, while the merchant bears the brunt of the customer's complaints.

Banono1 · May 2014

Here is how their transactions work.

After you press "Confirm" they send a pre-authorization to the bank for the full amount (A very stupid practice) then after that goes through they send the real charge right after. If you do not have enough to cover both amounts the real charge gets declined at this point and you get no game time. In any case Zenimax then leaves the pre-authorization charge in limbo until your bank or credit card company refunds it due to inaction.

Again in my opinion this is a very stupid practice that will probably hurt their bottom line more so than all the bugs and bots in the game combined.

Note; this is if things go through perfectly and does not mention if they will triple charge you like they have done to a few of my friends and guild mates.

BaKaNoOB · May 2014

This is Bad Payment verification system, my bank told me that ZOS made request for the money, when i activated Subscription method , then even if they cancel request, by visa rules if in 45 days seller (Zos) don't ask for the money they will be returned in my account , still initial authorization 12.99 EU are blocked in my account. today my bank told me that in a week or two the money they will return. But after charging me for my monthly sub, i un-subed to check if they will void authorization check faster.
PS. main reason to unsub - heavy lag,skill delay , weapon switch (EU server)

Sakiri wrote: »

Erm..

Heres how it works.

Merchant sends preauth to bank.
Bank processes, verifies adequate funds. [-sends Merchants Ok status to request the funds]
Merchants requests payment.
Bank sends payment.

If Merchants didn't request payment (as in Zos authorization check case), the bank depending on card type, waits (for Visa 45 days) some days to return the money to the account

wrlifeboil · May 2014

Teloria wrote: »

Adam_Hart wrote: »

Yes, that's right!!! On 11 May I entered in my ESO account the subscription plan chosen (6-month-long). Authorisation was positive and everything was just fine... But... ZOS blocked all the money (60 EUR) on my account. Today 5 days passed and that block still persists on my account!!! And my account is drained (will have my salary on the account in 3 days from now, as it's Friday now and in weekends no banks work), so there was an unsufficient amount to cover my 6-month subscription plan... BECAUSE ZOS FORGOT TO UNBLOCK THAT AMOUNT FROM MY BANK ACCOUNT 4 DAYS AGO !!!!!!!

You know what, people? Your crazy "technical issues" drive me even more than crazy now... So, better unblock this amount at my bank account in no time, ok? And turn on that bloody 6 months access. And better refund me somehow that huge error of your system (which blocks 60 Euro - MY MONEY - for 5 DAYS !!!!!!!!!!!!!)... or I'll withdraw my subscription plan and find another game, playing which is much more safe for my heart...

Oh, by the way... Are you going to start answering my tickets, guys?!? What do they pay you for? Playing in the work hours? My last two tickets are: 140516-016057 & 140516-016130.

PS If you wanna make me feel better about this, you can make me a gift of in-game gold. For blocking 60 REAL Euro for at least 5 days... well... I guess 100k gold per day would be a sufficient damage. Maybe this will teach you how to care for your customers... No, it won't. Nothing will...

This has been happening to many many people, Euro and American servers. Supposedly they have some kind of new system and when we have spoken to customer service (can only get through to a person using the technical support phone number through Bethesda support site) they can't help with anything other than attempting to answer questions because they are not allowed to. Not allowed to? What? What kind of company are we dealing with here. They need to get things straight. Bots and gold sellers are one thing, serious problem yes, but messing with people's bank accounts and money....that is another.

When employees of any company aren't allowed to speak about something, it means either it isn't their function or area of responsibility or they don't want to risk legal action.

LameoveR · May 2014

You are not alone.

Adam_Hart · May 2014

orablast wrote: »

If 60 euros drained your bank account, then it sounds like you tried to overdraft.

No, I didn't, I'm just having my payday on Monday (it was planned for Thursday, but unfortunately delayed). Today morning I had about 50 Euro more, but had to pay for some purchases. And left with less than 10 Euro now. And no game time too... It's weekend and I planned to play at last - and I simply can't because of those *****s... Well, insults do not help me, my anger still increases and keeps seducing me to the dark side of Force ;p

Adam_Hart · May 2014

Weeks? Damn

Bloody ZOS!!! In real world of responsible mature people it would be simply called a theft...

Volla · May 2014

seems like i'm not the only one.
they banned my card number. send a mail back later after support and all .. now i payed .. so i thought through Paypal. didn't work.

tried my Mastercard, Credit card, Paypal. .. nothing works.
what kinda rules they have i don't get but apparently they have huges problems on the visa and Mastercard from Europe if i understand the support correctly.

i got over 600kr that is sucked Atm.. 400 of them now 5 days. still didn't get em back.

and btw - i played mmo's since 1999 - Ultima Online. i never had a single problem paying my games. this is the only one that really put the stick in my wheel. 5 days. then i'm quitting for good.

Ikumarbeh · May 2014

One of the many screwed up ZOS customers sais in this thread that the company is on an investigation list by VISA. Just a rumour ofc, but I certainly wont be surprised, cos actualy they MUST BE. Thats my oppinion.

Jim_McMasterub17_ESO · May 2014

*quote from CS*

"I apologize for this inconvenience you have experienced and for the delay in replying to your issue.

When a player sets up a new subscription or changes their payment method for a subscription, our system will perform an authorization check. In these situations, players will see both the authorization check and the subscription on their card/account, but only the funds for the subscription will be kept.

Players are not being doubled billed. The funds that are subject to the authorization hold should be returned to your account in a matter of days dependant on your financial institution's policy.

In the future, we do plan to decrease the authorization amount so that it is no longer for the full amount. (end quote)

Ah, but you see, on a debit card THE DAMN FUNDS ARE STILL HELD until the bank figures out one was a authorization & one wasn't!

Which can take up to three weeks.

If I bought a television with my debit card, for say; $1000; (hell, anywhere between $1 & $1000 ) & the company... ANY fraking company...said

"Oh, we're gonna have to have you have $2000+ on that card to cover this $1000 transaction...

I'd tell them to go right where I told ZoE

Adam_Hart · May 2014

Last time they contacted me 12 hours ago (!!!). This is what they wrote:

Hello again, hero Andrzej!

My apologies; I see you did give some identifying information in a previous email. I also took this opportunity to look at your account. I will consult with one of our billing experts immediately. Again, I apologize for the delay. In the meantime, please make sure that your card has at least twice the cost of the subscription on it. This has helped some players.

Sincerely,
-Nicholas

First - are they really so stupid they still believe such answering style is funny to us? It's not a kidergarten, it doesn't make me laugh. More, their actions mostly make people cry. And swear. And yes, I have to be some kind of hero if I can stand all of it (2 weeks ago they banned my account for nothing - I wasn't alone in this too). But I guess I'm very very close to the limits of my patience and heroism...

Second - his "immediately" is 12 hours now. Wow, I guess Nicholas didn't want to wake up that billing expert. So who I have to wake up to have my money back?

Third - THE BEST - they want me to get sure I have twice the cost of the subscription on my card!!! How rude, ZOS!!! My money is MY MONEY, not yours. Be happy I wanted to make some of these money yours...

I wanted to play for the weekend. My wife is off for 3 days and I have a great opportunity to play more than usually. And I can't, as those pricks at ZOS steal my money and don't give me a game time, even such an emergency one, to play for the weekend, until my salary doesn't refill my bank account on Monday... Which is very disturbing as I think these thieves will charge me another 60 EUR on Monday

And do not give back the frist 60 EUR - at least not on Monday...

ZOS !!! I've never heard of such suicider-company like yours. You are like Titanic looking for icebergs to hit. I wonder how the hell you still haven't sunk after these few weeks of running the game. Really, you are the ones who should be called heroes - not us... We all admire your *** huge will to exist (over our dead bodies)... Will you learn us how to survive in such extremely hostile environmental conditions?

Ikumarbeh · May 2014

Adam_Hart wrote: »

Last time they contacted me 12 hours ago (!!!). This is what they wrote:

Hello again, hero Andrzej!

My apologies; I see you did give some identifying information in a previous email. I also took this opportunity to look at your account. I will consult with one of our billing experts immediately. Again, I apologize for the delay. In the meantime, please make sure that your card has at least twice the cost of the subscription on it. This has helped some players.

Sincerely,
-Nicholas

...

I wanted to play for the weekend. My wife is off for 3 days and I have a great opportunity to play more than usually. And I can't, as those pricks at ZOS steal my money and don't give me a game time, even such an emergency one, to play for the weekend, until my salary doesn't refill my bank account on Monday... Which is very disturbing as I think these thieves will charge me another 60 EUR on Monday And do not give back the frist 60 EUR - at least not on Monday...
...

From another thread:
"Thats what i though, that i wont sub after my free days was over cause it was a hassle but when i checked my account on the 6th day they had taken money from me and my sub was active! They actually took money from me again on the 15th without my permition and just like magic the sub all of the sudden had went through. I do not wish to sub and im waiting for CS to contact me back...
So check your account after your 3 days so they dont do the same thing to you"

You better give it a thought if you rather wanted to contact Support (accept my condolence) to cancel your subscription, because yes - as soon as you have available cash, you will be subscribed whether you want it or not.

Adam_Hart · May 2014

Ikumarbeh wrote: »

You better give it a thought if you rather wanted to contact Support (accept my condolence) to cancel your subscription, because yes - as soon as you have available cash, you will be subscribed whether you want it or not.

Believe me, I'm thinking about his all the time... And ZOS employees do literally NOTHING to make me stop thinking of total quit...