Payment pending, yet account is cancelled

Adryssa_Joneley · May 2014

My hushand's account expired last night, so he added his cc details to create his sub. The card was successful. He was allowed into the game. He and i played for around 4 hours then went to bed. This morning, the game won't let him log in, stating his sub was expired, and yet on his bank statement, payment is still pending. Why is this happening? Why lock his account through the pending process when you have clearly taken his money? Why let him in in the first place and state it was all successful and let him play only to freeze the account?

Anyone else have this issue with their sub?

Jim_McMasterub17_ESO · May 2014

Not that issue specifically, but yes, there seem to be serious inconsistencies with subscriptions at this juncture.
Several people (myself including) have been double billed; & others are reporting various problems such as inability to log into the forums even once account information has been updated.

Put in a CS ticket for him, as he likely access the forums now. They are actively perusing our writings & seem to respond far quicker here, at the very least escalating the situation to someone who can help.

Good luck! & Good hunting in game !

Adryssa_Joneley · May 2014

My husband received a response from CS asking him to contact his bank. The payment went through considering its pending and money taken from his bank account and yet, his account is frozen. The bank can't 'unfreeze' his game account. This is now on ESO's end. Anyway, he will contact the bank. Its the weekend and we want to play dammit. lol

Asuna_Meow · May 2014

I got charged twice this morning... they charged it a day early as I had till the 9th which I get paid today... they charged it a day early even when i had a day left, locked the account even with a day left but that time still kept counting down so total I lost 9 hours of the time that was on my account cause if you don't have the money in there a day before it ends they will lock your account even if you have time on the account -.- kinda ticked off about this...

30 dollars charged to my account for 30 days of game time, lost 9 hours of gametime cause it kept counting down but I couldn't log in... if we still have game time we should get to keep playing even up to the last second of time we have left not lose time just cause we don't have the money early -.-

Loxy37 · May 2014

Yeah I have had £60 taken from my account for a £8.99 sub. I wont go into it here as you can search the forum and find my post on the subject. I lost my forum access yesterday and my name said LAPSE next to it even though I did eventually get the sub to work after 4 attempts with PayPal and 3 Visas. What ultimately worked in the end is Using Internet Explorer with no addons, was using chrome before and I am thinking that something was being blocked although I has added Zenimax websites to Addblock and Ghostery's whitelists but it could just have been a fluke.

Anyway. All is sorted for the mo but I still don't have my money. Lucky that I have a little money left because £60 is a very lot to a lot of people. I am hoping that they get on top of this very fast because if the big game mags get a hold of this story then it will be yet another nail in the coffin for ESO, it certainly don't need any more bad press!

GossiTheDog · May 2014

As usual, Zenimax have made a mess of something (the billing process) and as usual, customer service don't know what they're doing to help people, and as usual there's no communication on the forum. Good luck.

Adryssa_Joneley · May 2014

Ok... husband contacted the bank and the reason his account was frozen is, customer service attempted to DOUBLE CHARGE HIM!!! And the bank cut off the second payment. But the first went through.. so my question to ESO CS is, "WHY is my husband's account frozen when you obviously received the first payment." And also "Why double bill?" Please sort your stuff out, and unfreeze his account.

Adryssa_Joneley · May 2014

5:23pm saturday afternoon and yet my husband's account is still frozen. /sigh Still waiting on CS to respond to his email. Is anyone actually working there on weekends or what?

Adryssa_Joneley · May 2014

OMG 4 tickets submitted now, i even responded to a CS email with details, and my husband's account is still expired, even though the bank states that all is good and Zenimax has taken the money. SO why on EARTH haven't they simply re-activated my husband's account. He lost all of saturday, and now it looks to be, he will lose all day Sunday to play this game. Maybe its a sign to just get a refund and go play something else that causes less headaches. No happy at all.

This is just another nail in the coffin for this company. Its a shame, because we stood behind this company every step of the way and defended it with all those trolls and people bagging it. But now... i think i will hang up my sword, and walk away. /shrug

coryevans_3b14_ESO · May 2014

I can deal with every other issue in the game because I enjoy it so much. But when a company starts messing with peoples bank accounts, it may be time to start actually going outside more and leaving this game behind.

Adryssa_Joneley · May 2014

coryevans_3b14_ESO wrote: »

I can deal with every other issue in the game because I enjoy it so much. But when a company starts messing with peoples bank accounts, it may be time to start actually going outside more and leaving this game behind.

Exactly!! I can deal with the bugs and the issues because it is a fresh launch, but when they double charge, or even take your money but won't re-activate your account, well then, that's just NOT ON!!! Paying for something but not receiving services is criminal in my book.

RubyTigress · May 2014

FFS, get your act together, Zos. There is no excuse for this ***.

GossiTheDog · May 2014

Have you tried requesting a call back?

The forum is full of problems like this. Some people managed to get Zenimax on the phone to get it fixed.

Adryssa_Joneley · May 2014

we are in australia and the call i would imagine would cost a fortune -_- Or can you actually request it via email?

Audigy · May 2014

Adryssa_Joneley wrote: »

we are in australia and the call i would imagine would cost a fortune -_- Or can you actually request it via email?

They will call you back Adryssa, here is the contact page. You don't have to pay

https://help.elderscrollsonline.com/app/ask?phone=1

This is the UK based support, as I believe you prefer this due the British accent

GossiTheDog · May 2014

Yes, on the website you can request they call you. The call center is in Ireland. Let us know how you get on.

WylieCoyote1511 · May 2014

Thank god I didn't re-sub today.

I don't think they care anyhow.

I just made a post about not re-subbing cause bots were destroying the game and they closed it!

Adryssa_Joneley · May 2014

Thank you, will let you know.

Adryssa_Joneley · May 2014

thanks for the thumbs up about requesting a call back. Hubby received a call within 10 minutes and was told they are working on it and apparently a LOT of people are having this exact same issue and admitted that it looks to be a problem on their end, and are working hard to resolve it asap.

GossiTheDog · May 2014

Hooray! Good stuff. Somebody else posted that CS emailed them to say three quarters of customers due subscription have been double billed or locked out. I haven't seen the email yet so I can't authenticate if it's true or real. If that's really what happened then somebody screwed up.

Adryssa_Joneley · May 2014

Well... haven't heard boo from them since. They said they will either call back or email within 4 hours or so but they haven't as of yet. Its now Monday, close to midday here, and my husband's account is still not renewed even though they took his money. :'(

Noswell · May 2014

GossiTheDog wrote: »

Hooray! Good stuff. Somebody else posted that CS emailed them to say three quarters of customers due subscription have been double billed or locked out. I haven't seen the email yet so I can't authenticate if it's true or real. If that's really what happened then somebody screwed up.

If this is true, it seems pretty unconscionable of them to not take down the payment system or put a big old warning on the launcher or account page.

I sort of understood when they didn't do that about the bank bug, wanting to avoid bad publicity and all that, but this is real money and a whole different ball game.

trav2609rwb17_ESO · May 2014

Seems like the first "charge" is actually just a test from them - they block the funds but their system does not take it. Moments later the actual charge goes through - and this is the one that Zenimax cares about - but if this gets blocked they dont see the transaction going through. So yes 2 charges on our side but only the second one gets you game play unfortunately. Cross fingers that they soon sort this out - am in the double charge boat myself and logged the CS request.

Helba · May 2014

Yeah I have the same issue as well there quite a few of us with the same problem judging by the other threads about it. I hope Zenimax will come out and tell us how they are going to fix this soon, I'd love to get back in the game.