Being Overcharged for SIX Years

ForkstabberChick · May 2020

First, I would like to point out I have made a support ticket, but I've received no attempts at what I would consider help.

So, the issue: When I go to the Store page on the website, it displays prices accurately. When I was home, in Canada, it would display prices in CAD. Now that I am stuck in Australia, it displays prices in AUD. But as soon as I log in, I get this notification:

After this, the prices always change to USD. Now, whether this is a country of registration issue, or an issue based on what one of the Support workers said(about how I should be paying based on where I currently am), I do not know.

The back story: I made my account in Closed Beta, and apparently at some point throughout that process, someone decided my account was made in the United States of America. I've never been to the States, however, I am Canadian, and for a long time lived very close to the American border. That's fine, for years I didn't realize this was a problem(which I fully realize is my own fault). As Canadians, we often pay for things online in USD, it's just life. Recently, while I'm currently stuck in Australia unable to get home due to Covid 19, I found out that I shouldn't in-fact, be paying for anything in USD. As my account says I'm Canadian, it should be CAD.

When I did my research, I found a few similar problems way back in 2014, and those were resolved by simply going to support, submitting a ticket to change country and voila. Done. Apparently, this is not the case anymore - as for some reason it is too much to ask for me to be paying the appropriate amount. In fact, during the ticket process, one of the Support workers said: "Pricing is based on the region you are in when making purchases. Changing the country code on the account will not alter this." So, this implies I'm having another issue entirely! In fact, I should currently be paying in AUD! Except, surprise surprise, I'm not. When I replied to this with screenshots proving how much this was not the case, my ticket was escalated. I waited awhile for a response, and now I've just received one that is more of the same old "based on information given we cannot make this change." No matter how much proof I give, no one is even making an effort to read my ticket.

Hopefully you awesome players can help give me a solution that ESO Support refuses to!

I would just like to finally not be paying more than what everyone else does for my ESO plus and Crown purchases.

Please help!

Taleof2Cities · May 2020

Looks like you’re right, @ForkstabberChick, but how far back do you reasonably expect the Support Team to research and correct the charges?

First, Online Support is already way behind on their own existing workload due to COVID-19.

Second, we’re not talking about a lot of money in the exchange rate difference in purchases made ... the short time you’ve been in Australia. Unless you’re one of those Crown Crate whales that’s dedicated to getting the correct mount. If that’s the case, I highly doubt you’d be posting, though. Much less have started a support ticket.

Thirdly, maybe most importantly, ZOS’s interpretation of the country of purchase supersedes any interpretation you and I have about it. Even if you’re right.

Which means following up on your Support ticket again and making sure you outlay all relevant info on your next communication with them. Always helps to be persistent but polite.

Merlin13KAGL · May 2020

I think awesome player inspired solution you're looking for is to check your bill more than once every six years?

You initially choose country of origin. Your payment method certainly reflects this, as well, no matter how close to the border you may be.

Somehow I don't think you'd be pursuing this as hard if the 'error' had been in your favor.

Stop purchasing CS items. If you're really serious about getting their attention, cancel your sub - there will be a follow up email asking why and if there's anything they can do to make things right. If you've really shelled out $ for 6 years, I would think it would be in their interest to check into this in order to keep the money flowing.

In any case, be glad you're well, you have access to a hobby you can enjoy, and there are far worse places you could've been 'stuck.'

ForkstabberChick · May 2020

I think the point I was trying to make has been lost.. It wasn't about checking my bill, I simply didn't realize I should have been getting charged in CAD this entire time. It hasn't just been a problem since I've been in Aus, it's been a problem since I've made the account.

I wasn't asking for a refund of any previous purchases, as I stated, I am aware this is my own oversight for not knowing this was a problem sooner.

I honestly don't remember choosing a country when I first made the account, and my Country in the account information has always stated "CN", as that is the address I would've used. I just don't know why my 'country of registration' apparently means I pay in USD. As I had never heard of any other way, I didn't question until recently.

Just thinking of the overcharges since I've made the account, eso+ charges, crown charges, etc.. it's into a thousand, minimum. I'm not expecting this to be refunded, I would just like this to be not be a problem for any future purchases I wanted to make.

I did cancel my subscription when I first submitted the ticket in hopes that this would be fixed for when I need to renew :P, but thanks for the advice!

NolaArch · May 2020

Yeah they're not asking for a refund for past charges, just a correction going forward. I think that is entirely reasonable and can't see why they can't charge the correct currency given never having even been to the US, let alone lived here.

Zoidberg · May 2020

ForkstabberChick wrote: »

I think the point I was trying to make has been lost..

You’re a very generous person Forkie.

If you haven’t already, you could try connecting to the store with a VPN to Canada to see what currency is displayed, and post that in your ticket thread if still incorrect, which would also keep the thread alive.

Here in Australia we have the Australian Competition and Consumer Commission (ACCC) which can advise, investigate and prosecute trade practices breaches. There are similar orgs in Canada and it seems like the state-based commissions might be suited to provide advice ahead of setting up a new ESO+ contract and/or making CS purchases, if you are still (and now knowingly) being charged incorrectly.

Coggo · May 2020

Most of the frustration stemming from the player base could easily be defused if ZOS took a more customer-centric approach to managing complaints. The majority of people don't put in a ticket or post on the forums simply for want of attention. Their problems - much like the OP - are often nuanced and not easily managed by some automated system designed to give you the run-a-round. They need dialogue between parties. They need to be heard. They need their problems managed professionally.

Fail a human intervention from ZOS the OP should look into an ombudsman or some such regulatory body. After all, they cannot be the only person to have fallen into this situation.

ForkstabberChick · May 2020

Zoidberg wrote: »

ForkstabberChick wrote: »

I think the point I was trying to make has been lost..

If you haven’t already, you could try connecting to the store with a VPN to Canada to see what currency is displayed, and post that in your ticket thread if still incorrect, which would also keep the thread alive.

I did try seeing if using another computer changed anything. So, from Grimms 100% Australian computer, my purchase options still show up USD, unlike when he signs into his account. I feel like that should roughly show the issue in the same way? Not really VPN savvy.

I did include relevant screenshots of the price changing as soon as I log in, didn't get me too far.

Draggon_Fang · May 2020

Hey Forky, really sorry for your plight, and I'm sure you've probably researched this till you're blue in the gills but I ran across this about credit cards and not sure if it could help to make sure the credit card payment is from a bank in the country you're living in. It was mentioned in this string that it could help with exchange rates, etc:

https://forums.elderscrollsonline.com/en/discussion/421731/country-change

Everything else I looked up as far as changing Country info is done only through Support Tickets which you've already done, so hopefully they can get to you soon!

ForkstabberChick · May 2020

They have answered, they just refuse to change the country on my account.
All of my payment methods are Canadian, so I have no idea. In fact, I actually get errors when I try to use my cards, probably due to whatever error is causing me to be charged in USD.

I'm at such a loss.

Thank you for looking into it for me though! It is very kind of you.

Draggon_Fang · May 2020

Wow that is just... really not sure what to call that.
I did see more comments to the effect that if you keep the ticket alive by continually responding to it that eventually you may get a Rep that's competent enough to handle it. I know at this point you're probably sick of dealing with it but possibly worth a shot.

ForkstabberChick · May 2020

Oh I have responded every time. Pretty much repeating the same comments as that is what they keep doing to me, no matter how much I try to explain how ridiculous this all is.

I will continue to keep trying anyway, but who knows, maybe someone will come up with an idea.

ForkstabberChick · May 2020

So, after waiting weeks for an answer, I checked on my ticket again(last time I checked on it was a week ago). They have closed my ticket without responding to my latest efforts to explain my problem.

I also double checked my e-mail, I received no notification of a reply since May 7th, and no notification of the support ticket being closed.

EDIT: Was told to check on my ticket status again in a few hours - my ticket has changed back to "Waiting on Agent" for three weeks.