My husband is having the same issue as well. He set up his 180 days renewal around 4/4/2014 and last friday came the day for them to charge his card. Obviously, instead of it doing that, he tried to log in and said his account was expired. Ok, so he thought, "i'll set it up in case it somehow didn't work." He did that. Not a problem. His account was re-activated and in he went. We played for around 4 hours before bed.

Come Saturday morning, he tries to log into the game. His account is Expired. LIKE WHAT????? OK, now what's up. He checked his bank account, and sure enough, there was a pending payment with money missing from his debit card. He opened around 4 tickets, but they were completely ignored, apart from one that told him to call his bank. So he did.

The bank told him that due to the gaming company attempting to DOUBLE DIP and take payment twice very close to each other, the bank cut the second attempt off. (Not that it mattered because he only had enough money on his debit card to pay for his sub and that's it). So the bank said that the first one is fine and its gone through, but the customer service on ZoS side has to do whatever they need to do on THEIR end to complete transaction.

Anyway, Saturday came and went. Nothing else was done. Come Sunday... it came and went.... still no active account. So by 5:15pm Sunday, my husband requested a callback from CS and they did call back within 15 minutes and explained that its happening to a lot of people and are working hard to rectify the situation and admitted that the problem seemed to be on their end. But also said either way, they will contact my husband within 4-6 hours either by phone or email. "Ok, that's fine" hubby told them. I mean, what else can he do, right?

Sunday gone, come Monday. All day, not even a peep out of them. And now Tuesday, haven't checked since last night, but will find out once he gets home from rehab. (what a crappy way to spend your time off work recovering from a badly sprained ankle. Can't even log into the game to help keep his mind off his pain. This only causes MORE pain).

ANYWAY, that's our story.

I finally had to get a game card. Didn't want to commit to 60 days but its either that or quit.

To me it looks like they are doing specific types of batch transactions similar to hotels or rental car companies. The kind they put x amount on hold until the final cost is determined. I have no idea why they are doing this as the price for sub is clear and should be a final sale.

So many angry people already dropped the game. It's almost single player now

Still no response. Last day before I claim the charges are fraudulent...

felixgamingx1 wrote: »

So many angry people already dropped the game. It's almost single player now

Not true! There are thousands upon thousands of bots.

KerinKor wrote: »

felixgamingx1 wrote: »

So many angry people already dropped the game. It's almost single player now

Care to provide some evidence for this inane comment?

Dita wrote: »

felixgamingx1 wrote: »

So many angry people already dropped the game. It's almost single player now

Not true! There are thousands upon thousands of bots.

Don't try and hijack my thread. I have a serious problem here and if it is ignored because the community starts discussing topic that have nothing to do with my post...

Dita wrote: »

You won't get a response from them, if you didn't get one by now.
Sorry, I'll stop posting here, if you think this will help you! Good luck!

Its about documenting the steps I took to resolve the issues. I need to prove that I made reasonable efforts to resolve this issue and they need to be well documented.

You will not get a response on the forums about a billing issue. Billing issues can only be dealt with thru tickets. If you have not submitted a ticket using the category for billing issue then it is no wonder they have not gotten back to you. I sent a ticket using that back concerning the pre auth on my card, got a response back within hours.

I certainly hope someone from ZOS is reading this even if they are not responding.

The call I just had with ZOS support was bad, and I mean bad enough I was just done. Basically they said their hands were tied and nothing could be done at this time. The person I was talking to told me to go to the nearest game stop and buy some time because it was the only option. I wouldn't make it there tonight and getting there would be a substantial drive and thus fuel cost. He repeatedly went to talk to his boss to see what else could be done but came back with the same answer. Needless to say I was not impressed on any account and asked if the problem was on their end why wouldnt they just give me 3 days time again until they solved the issue which he said he couldn't. Again he talked to his boss repeastedly and still the answer did not change. I ended the call before I said anything offensive and was about ready to figure out how to refund my game purchase.

After about 5 minutes to calm down I logged into my account to see what I could do and that person managed to talk his boss into adding time to my account while they fixed the billing issue.

I am one to hold people accountable when they make mistakes but doing that means I have to also highlight times when people do the right thing or go out of their way to make things right. This doesn't fix the issues listed above but this person I was speaking to continued working on my cases after the phone was hung up to attempt to bring something positive to an already negative situation. Its not like he personally could fix the billing issue but he did what he could within his ability and that should be acknowledged.

Rhoric wrote: »

I'm guessing you don't know how to properly talk to CS. Being rude to them is a good way to get your tickets ignored. Opening multiple tickets doesn't help either, threats to claim the charges as fraud gets you nowhere fast also. One ticket will do, be polite, explain properly what happened, don't ramble on, be clear. My tickets I sent in have all been clear and polite and have been answered as quick as possible, longest ticket to get a response was 2 days. And raging on the forums doesn't help either.

Thanks for posting the obvious captain obvious. Maybe you can post on threads where its actually constructive.

The reason why I am not getting an answer is likely because 1 they are still figuring out what went wrong and why I am was charged multiple times and two because they need to be cautious about a response for legal reasons. This is expected but not the best course of action. Communication with your customers builds customer retention.

So next time you decide to write a post with your foot stuffed so far in your mouth you cant understand what you are talking about just back away from the keyboard and don't post negative bs since you are clearly a part of the problem and not a part of the solution. Go be a troll on reddit not here.