Subscription Taken out of my account - No subscription renewal provided

Stratti · May 2014

Honestly I love the game. I have thoroughly enjoyed it. Despite this today I put $15 into my account I use to pay online, payed the subscription. A minute later I receive a payment declined email. After checking my bank I see that the $15 is being transferred to Elderscrolls London . Unhappy I contacted my bank who informed me that Elder scrolls tried to take out two payments within 1 minute of each other and the second one declined. For some reason I am still not subscribed. My only option now is to try again (and likely fail and waste more money) or go and buy a game time card and go through the process of getting my money back.

I put a support ticket in but no call back - I guess in Oceania we are not important enough to have live support

This is very upsetting for me and frankly a big X on this game. In 10 years of WoW this never happened once.

You can mess with bugs, give us constant maintenance and all the other things. Mess around with money and you will see us leave this game very quickly

Below is some additional information - Documentation
This is the email after I paid
Greetings XXXXXX,

Your new recurring subscription plan for The Elder Scrolls Online has been successfully established. We hope you'll enjoy your adventures in Tamriel!

Below are the details of your transaction.

Transaction Receipt

Name: StrXXXXX IoaXXXX

Card Number: MasterCard 6336

Total $0.00 AUD

Subscription Information

You have selected the following subscription plan:

30 Day Subscription
$15.00 AUD every 30 days
When your account runs out of Game Time, you will be automatically billed $15.00 for another 30 days of game time. We will charge your payment method ( Credit Card: MasterCard ending in 6336 )

Note the zero number for total which was strange as $15 AUD was taken out.

Then the next follow up email 1 minute later

Greetings StrXXXX,

We were unable to process the payment for your subscription to The Elder Scrolls Online. Without an active subscription, you won't be able to continue your adventure!

We want to help you get back into the game as soon as possible. Please update your payment method on your Manage Subscription page or contact Customer Support and we'll be happy to assist you.

Transaction Receipt

Name: Stratos Ioannidis

Card Number: MasterCard 6336
30 Days Game Time $15.00 AUD

Total: $15.00 AUD

Status: DECLINED

Warm Regards,

The Elder Scrolls® Online Team

Confirmed with the bank that it was attempted Twice . Currently Elder Scrolls is taking $15 out of my account which is already beyond my ability to cancel and will clear overnight.

UNACCEPTABLE IN MY VIEW

If you cannot get your pay facility working what hope of longevity is there.

felixgamingx1 · May 2014

One is prob pre auth and would have been refunded.

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

Stratti · May 2014

No
It is not pre auth
The transaction has been completed - I have the merchant details as well in my account. Including the merchant IP address.
The error is on their end. They didnt recognise that they took out $15 - they sent me a receipt with $0 on it and then automatically tried again.
I don't know Felix if you know what a pre-auth is but it isnt anything to do with these things.

Empu · May 2014

There's a +6 page post with people who have ran into the same issue, myself included. Lets hope this is sorted in a timely manner.

Stratti · May 2014

felixgamingx1 wrote: »

One is prob pre auth and would have been refunded.

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

Felix ,

I dont understand how you can not read a post but answer it. I wasn't double charged. I wasn't overcharged. I was charged and not renewed

Stratti · May 2014

empu0323b16_ESO wrote: »

There's a +6 page post with people who have ran into the same issue, myself included. Lets hope this is sorted in a timely manner.

I'm considering trying again but I dont want to waste another $15

Reignskream · May 2014

I'm waiting for my gametime to run out and see if it bills me on the 12th like it says it is going to. Hopefully i get my gametime and thats that but i dont have my hopes up with everyone having such trouble..

felixgamingx1 · May 2014

ss.ioannidisnrb18_ESO wrote: »

empu0323b16_ESO wrote: »

There's a +6 page post with people who have ran into the same issue, myself included. Lets hope this is sorted in a timely manner.

I'm considering trying again but I dont want to waste another $15

If you try again it will fail maybe a different card could work

Stratti · May 2014

Its not a card issue Felix
Your frustrating me lol
The money has transferred already to Elder Scrolls London its gone
Its an issue with their system not recognising the value and having a zero sum instead of $15

Adryssa_Joneley · May 2014

My husband's free month was up so he set up his sub on Friday evening and all was good. Played for about 4 hours before bed. Come the next morning Saturday, he tried to log into the game and it told him his game time was EXPIRED.

What happened was, my husband had enough money on his debit card to pay for his 180 days sub, and due to the billing attempting to take payment out twice, the second transaction failed, but the first one is currently pending but a call to the bank confirmed that payment was successful and waiting on CS end.

Anyway... Saturday came and went, and so did Sunday..came and went... and here we are, now Monday. And his account is still inactive and yet money was taken for his sub. /sigh He requested a call from CS which they did call back within 10-15 minutes and explained that they are having a LOT of issues with billing that they are investigating and will hear back from them within 4 hours. This was around 5:30pm Sunday for us, and its now 11:23am Monday morning now. And we haven't heard back as of yet. And he is still locked out from playing.

I wish they would offically post something regarding this though. Or at least re-activate people's accounts that have paid for their sub.

Stratti · May 2014

Adryssa_Joneley wrote: »

My husband's free month was up so he set up his sub on Friday evening and all was good. Played for about 4 hours before bed. Come the next morning Saturday, he tried to log into the game and it told him his game time was EXPIRED.

What happened was, my husband had enough money on his debit card to pay for his 180 days sub, and due to the billing attempting to take payment out twice, the second transaction failed, but the first one is currently pending but a call to the bank confirmed that payment was successful and waiting on CS end.

Anyway... Saturday came and went, and so did Sunday..came and went... and here we are, now Monday. And his account is still inactive and yet money was taken for his sub. /sigh He requested a call from CS which they did call back within 10-15 minutes and explained that they are having a LOT of issues with billing that they are investigating and will hear back from them within 4 hours. This was around 5:30pm Sunday for us, and its now 11:23am Monday morning now. And we haven't heard back as of yet. And he is still locked out from playing.

I wish they would offically post something regarding this though. Or at least re-activate people's accounts that have paid for their sub.

Thanks for the post. That is exactly what happened on my end but it was only $15. I also found a receipt that said sub renewed thank you for your payment of $0

I never however got a call back at all.

Adryssa_Joneley · May 2014

We live in Australia and was quite surprised to receive a call at all to be honest. But we did, though we got hung up on once. But they called back within 5 minutes. We were told that a huge majority of people are experiencing issues with their billing and they are swamped but are working hard at looking into the cause of the situation and thanked us for our patience.

I really hope it all gets sorted out soon. Good luck too. Hope you hear from them. Maybe try the call back request again. We had more luck with call back than we did with all those tickets.

Stratti · May 2014

I will do - I might just buy a game card for now to get back on - I am in Aussie too off on sick day today so spewing that it isnt working

Adryssa_Joneley · May 2014

Same, my poor hubby sustained a bad ankle sprain last week and is home. And was looking forward to playing ESO but since Saturday up until now, he can't even log on.

And it don't feel right that i should log on and play without him. God, i hope they sort this all out for everyone real soon. They really don't need THIS to happen.

izazael · May 2014

Just chiming in: same thing just happened to me. Money was taken, account is not renewed.

Adryssa_Joneley · May 2014

izazael wrote: »

Just chiming in: same thing just happened to me. Money was taken, account is not renewed.

This is a disaster hey. I really hope they can get their **** together. I really do. Already people are leaving the game in flocks but those who wish to stay, the damn game won't accept their renewal and let these people log in to play their game.

Wolfborn · May 2014

Hope they sort this out OP. Im also a Aussie and my 6 month sub went through a OK,so its not happening to everyone so hang in there!

Rhoric · May 2014

For everyone that is having an issue. Did you set up your subscription plan at the end of early access or did you just contact CS to apply your game code without a subscription plan. I had mine set up from the start and it went thru with no issues. The reason why I ask is cause I have seen a few posters say they set their plan up after their 30 days was up, not before.

Adryssa_Joneley · May 2014

sub was set up on April 4th for both mine and hubbys but when it came time to charge... hubby's didnt seem to go through so he set it up.. got on.. then the next day... game was expired and money taken.. and still waiting to get back on

Stratti · May 2014

Still hasnt refunded the $15 although customer support has been trying its best to apologise - they refused any free time

I went and purchased a 60 day time card (which was suggested as fool proof by customer support) . I am back in and happy. Ultimately the money will come back to me who cares really but it is very embarassing for this awesome game to have these silly issues.

Ikumarbeh · May 2014

Rhoric wrote: »

For everyone that is having an issue. Did you set up your subscription plan at the end of early access or did you just contact CS to apply your game code without a subscription plan. I had mine set up from the start and it went thru with no issues. The reason why I ask is cause I have seen a few posters say they set their plan up after their 30 days was up, not before.

As far as I remember, after Early Access ended and Official release got on (on the 4th) it all became clear that in order to get our 30 days free time, we had to make a subscription. That was the first wave of discontent...
So I, like the big majority I suppose (because it was a nasty surprise for many peopl), made my sub when I tried to log on with Launcher and got informed that I had to cough up the dough now, or else no free days no nothin.

SO thats actualy making my subscription BEFORE my 30 days were up.

Stratti · May 2014

So ... In conclusion to my original issue
I bought a game card
I think that the transaction bounced back into my account - it certainly isnt pending
-Gonna have to search through at some point to find $15 returned or not.

Customer support was good they just couldnt help - merchant facilities (credit card processing) are very complex and impossible to intervene in.

All is good I am just going to stick to game time cards from now on.