Took money from account, but then said it was declined?!

k4lun4nub19_ESO · May 2014

So like many people, I was charged a day early but I had money in my account so I was not so bothered, then I got an email saying that it had failed and that the payment had been declined. When I checked my account, it showed that it had not failed and that the money was on its way out... I am not happy.

Kaizyn · May 2014

Same thing happened to me. I see a withdrawal of 6 months subscription, but I don't have an active account, and I got an email from ZeniMax saying I was declined. I can understand glitches, but this one is pretty "great"

k4lun4nub19_ESO · May 2014

I submitted an email on it in support, and the only reply I have gotten so far is what is the answer to your secret question which I am assuming is my security question. I can not remember any others >.< I am also on hold and have been for about an hour now. Yay. And I know its not on my end, because if it had really been declined the money would not be on its way out. A decline means that the transaction could not be made or go through.

Rhoric · May 2014

Yes the answer they are looking for is the answer to your security question. They want to make sure you are the owner of the account since it is a billing issue.

k4lun4nub19_ESO · May 2014

Yeah that is what I figured, I gave them the answer but I am going to guess that I will not hear from them tonight via email, which I why I am listening to the overly loud on hold music.

Kaizyn · May 2014

Updating here in case it helps you (it probably won't) -- did you set up more than one subscription on the same account?

I set up 2 accounts via PayPal. One for me, one for a friend who doesn't have a card. (I live in Japan, and using my credit card directly didn't approve - seems to be a common thing, not all card processors handle overseas cards)

My friend's account got billed (which is the one I saw) and his account was fine, and mine was declined. Though on digging, according to the PayPal details, the transfer was cancelled by ZeniMax.

I re-set up PayPal on my account, and it set up a third authorization, and that worked - so in total I see 3 withdrawals and 1 refund on my PayPal account, and 2 authorizations on my credit card (which funds my PayPal .. kind of convoluted, but it's the curse of being overseas), so it worked out... I guess!

k4lun4nub19_ESO · May 2014

No I only have one on my account, and the funds were taken from my account. I wouldn't be as peeved if it had simply just been declined, the issue I have is although they say it has been declined the transaction is going through on my account. Mine is a debit card as well, so usually when it comes down to those if it is declined, the money never leaves. There was also no issue with there being no money in there, the money was there for the payment and so far it is telling me they did take it. It does not show that they shut the transaction down on their end, it shows it going through. But if they stopped it, I would love to know why

Empu · May 2014

I have the same issue, money is on hold, got an email telling me that my sub. payment failed.

k4lun4nub19_ESO · May 2014

The general impression that I am getting (still no further response from the email to support, was on hold for nearly 2 hours before giving up for the phone customer support) is that their billing system has for some people glitched. I called the account for my debit card and they said that they had no problems on their end, did not see anything as having been cancelled or declined and that the money was now just waiting for their side to finish the transaction.

achimb16_ESO3 · May 2014

Same for me with a PayPal payment - it simply showed "ABGELEHNT" (german for "declined") in the mail from ESO.
I then set the payment up again, and now it worked apparently. I just hope they didn't take the money for the 180 day subscription twice.
I'll watch my credit card account and bank account that are connected with Paypal very well for some weeks ... the Paypal summary is somewhat confusing regarding the payments to ESO (authorized - cancelled - authorized again - done ...).

k4lun4nub19_ESO · May 2014

It seems it has taken the money has gone through completely for some people without offering the service,my money will by fully through at some point tomorrow I am guessing as my bank says there seems to be no issues stopping the transaction. I am hoping that you got it to work a second time means that they have found the issue and fixed it. Now they need to start correcting the errors that is caused and resolve the issues with the people who have been affected by this problem.

Matthewkrodriguez077_ESO · May 2014

I paid for 3 months on my account and got billed for 6.
I only wanted to spend $41 and they ended up taking $83
I want my money back now!

Elsonso · May 2014

Well, in a different situation, my time runs out today (yesterday I had 1 day left) but they are not going to bill me for two more days.

I have an unbroken play record so far. Every single day since March 30. However, I am guessing that once the accounting system realizes that I have not "paid" that I will be out of the game starting today sometime.

I am trying to decide whether to quickly cancel my subscription before accounting wakes up and I end up running some hellish customer support gauntlet.

Nikolas · May 2014

Same thing happened. At first when i couldn't login I thought the server was down and then I saw the message about the payment. Already opened a ticket and waiting for answer

i got an email that my payment was declined.

ZOS_HugoP · May 2014

Greetings folks,

As we have another thread about this issue here: Wont let me resubscribe, this one is now closed to avoid duplicates.

Thanks!