Credit card issues - cannot participate in tomorrows ESO PLUS BONUS EVENT

the'Doctor · January 2018

Dear ESO customer support team,

Happy New Year. 2018

I could not PURCHASE an ESO PLUS membership on ALL MY FAMILY ACCOUNTS. THESE ARE TO BE PAID ON ONE CREDIT CARD #

FOR SOME REASON - PURCHASES ARE DROPPED at or near EVENTs / Festivals causing loss of PLAY time and rewards.

This is a REQUEST. I need your BILLING Dept. to work with me on a solution. Your Customer Representatives have not been giving the oversight or authority to follow this issue to its cause and to find a solution.

AND TUESDAY is the start of THE ESO PLUS BONUS EVENT - all members of my family wish to participate. But I pay the entire bills for all these accounts.

SEE the past email chain ...These are the last replies to this REOCCURRING problem, which is happening EVERY 4 to 6 Months (November being the last time) This Unresolved & ignored ISSUE continuation is MOST FRUSTRATING.

ZOS_Bill · January 2018

@the'Doctor

We have just sent you a PM with an update on your open support ticket.

the'Doctor · January 2018

Hello again, ZOS_BillE - This was the last response... Nothing was actually accomplished with the Customer Support- I need help on a ONE ON ONE basis for this Situation, this is a reoccurring issue and one can see the info to make a fix or correction SO, please contact the actually DEPT heads whom can investigate and offer solutions.

The Elder Scrolls Online Team response on 01/09/2018 02:12 PM
Greetings!

Thank you for getting back to us! My name is Tamara, and I'd be happy to continue assisting you today. I understand your concerns and wanting to avoid having this happen again.

There could be multiple reasons as to why this happened and there isn't a way for us to know for sure why the attempts to purchase were blocked. Please keep in mind that as Customer Support, we not have this sort of information available to us. We sincerely apologize for the inconvenience this matter has caused.

We have worked with other departments so you should be able to make the purchases.

If you ever have any other questions or concerns, do not hesitate to contact us again! We'll be happy to assist you.
Thank you for your continued interest and support!

Warm Regards,
Tamara
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline
http://elderscrollsonline.com

please see Most recent email sent ..(edited short)

12:45 PM (24 minutes ago)

to Bethesda
Hello Tamara,

I do not want help from Customer Support, Because you not have this sort of information available to you. I have asked early on for the correct Dept.
I have the IBEW and United Worker Federal Credit Union - Officers waiting to help or fix anything on our end at this time. Because this is a continued issue for me and others.
As I have Requested before and now - I need help from the BILLING and Accounts Department. The actually dept that has ACCESS to this Info and the fraud expert who can watch investigate and correct this - BUG, GLITCH or OVESIGHT.

BELOW is the information that needs to be passed on and MUST be followed up.
Thank you

James

Please continue with last message - Still an OPEN TICKET - since there is no answers
last message- Good Morning, Abraham, or whom ever is next in line,

the'Doctor · January 2018

Third time thru this 36 hour cycle, same point - original Q not answered or fixed because the wrong ppl are passing it off.

Will YOU help push this to the RIGHT person for this JOB

Thank you

Tandor · January 2018

Have you tried to make the purchases since they told you they had worked with the other departments so that you should be able to make them?

the'Doctor · January 2018

Good afternoon. NOTICE: at 4:30 pm Jan 9th - I tried to purchase an ESO PLUS membership on a VISA DEBIT CARD #1177. WE were not able to, "Transaction Not Authoized" as per information in the Email copied below.
Request you apply the 6 fire crates (for this ESO plus bonus Event) to the three accounts we could not get activated with your detailed assistance. SanterianSontaran, B4coffee and B4tea. And continue to assist us until we know and have fixed what ever is block these transactions.
The Elder Scrolls Online Team response on 01/09/2018 10:14 AM

Question Subject: Customer Service Ticket

Question Reference # 180108-001651

Date Created: 01/08/2018 01:41 PM
Date Last Updated: 01/09/2018 10:14 AM

Status: Waiting on CustomerGreetings!

Thank you for contacting The Elder Scrolls Online Team. My name is Abraham and I'll be happy to assist you today.

I'm glad to inform you that any holds on your account should now be cleared and the purchases for the multiple accounts should go through without an issue. If an issue does occur once more, please do not hesitate to reach back out to us for further investigation into the issue.

Thank you for your continued interest and support!

Warm Regards,
Abraham
The Elder Scrolls Online Team

Keep an eye on our official Facebook, Twitter, and website for upcoming news about The Elder Scrolls Online, including release-date info:
https://www.facebook.com/ElderScrollsOnline
http://twitter.com/TESOnline

the'Doctor · January 2018

Hi again,

How does this response from ESO Customer Support further this situation? (see ESO response pasted below)
Today is in the Future...

DECEMBER 23 2017 - I had this problem also, when I was buying the 21000 crown pacs, for multiple account. BUT your records only show the successful attempt and not the declined one.. So we could not investigate that then... as with all of the earlier failed attempt where I waited a week to get help and re-order ....

This practice on your end is NOT ACCEPTABLE -
Please continue to elevate this for a good solution, not - drop it because it was not in your CS does not have access to this information...and are not authorized to continue too help or cannot help.

Sincerely
the'Doctor

"The Elder Scrolls Online Team response on 01/10/2018 10:25 AM
Hi there,

My name is Julie with The Elder Scrolls Online team.

I sincerely do apologize that this has all been a bit of a struggle for you. After checking once more with other departments we have confirmed that you should be able to make all of your purchases on your card. As it is, we cannot release information about our partners purchasing system, so we do not have any information to tell you about what happened with the previous purchases. This is not just us at Customer Support, this is anyone that you will be able to speak with, they will not have that information for you.

In the future if you have any further purchasing issues, please reach out and let us know. We will do everything we can to make sure your memberships are active at the right time.

We appreciate your patience and understanding in this matter and we hope you enjoy the event!

Warm Regards,
Julie"