Subscription issues, are you having this problem?

Kiludead · May 2014

So about two days ago, I added a subscription to my ESO account. It told me I was sucessful in signing up. I went to a different part of the page and IMMEDIATELY it told me I had no subscription. However, after calling my bank, the money was indeed taken from my card. I submitted a ticket, waited about another 3 days, only to get a call back this morning, and they treated me as if I *** UP. They simply told me to ask my bank about the missing money (which like I said, the bank confirms they took the money) and then told me I need to have at LEAST 2 months worth of money on my card. What. The. ***. If I need to have $30 to subscribe, WHY THE *** GIVE AN OPTION TO ONLY PAY $14.99 a month? This is *** of the highest caliber. I have played NUMEROUS MMOs and have never heard of such a thing. I was also told the first time I ever reported this issue, that it was a problem of theirs and would be fixed very soon. Yet, it was never fixed, and I was treated like I am the one who messed up. Needless to say, If they do not contact me and fix this ***, they just lost a customer, nor will I recommend this game to ANYONE.

GossiTheDog · May 2014

It's because when you set up a subscription when expired (or change subscription), they do both an authorisation and bill the amount at same time. My credit card company cancelled my card because of that, as it triggers fraud prevention measures their end.

Taalus · May 2014

Sub ran out today and now my payment has failed.
paypal has also failed so i am unable to get into the game.
I got a very canned response from customer support about the funds being held and i would get the money back in a few days.

I just want to sub and play, i dont want time cards because i will need them shipped here, i just want to pay and play.
To boot my GF has this pleasure to look forward to soon because we share the same card :-/

FIX PAYMENT

beeriod · May 2014

It is true alot of companies do this but the value the take is 0.01 for Auth purposes. When i picture the Zos office I can almost see David Brent behind the helm.

ZOS_TristanK · May 2014

Hi there, @Kiludead. When a player sets up a new subscription or changes their payment method for a subscription, our system performs an authorization check for the subscription amount. We are planning to reduce the amount of this authorization charge in the near future so that it is no longer the full amount.

In these situations, players will see both the authorization check and the subscription on their card/account, but only the funds for the subscription will be kept. The authorization charge will be released back to your account.

We would like to thank you for your feedback about your ticket. In addition, you will receive a survey about your experience from our Support Team soon where you can provide any additional feedback.

GossiTheDog · May 2014

@ZOS_TristanK - I've no idea what's going on with the forum software, but your post just appeared as from username @Udyrfrykte. I refreshed and it changed to your name.

Kiludead · May 2014

The thing about this is I HAD THE MONEY ON THE CARD. I have a card I use strictly for netflix and ESO. I put enough funds on the card every month to be able to have the necessary amount. I am still not really getting a clear answer about this. Zenimax sure didnt mind taking the money out, yet they seem to have an issue about giving me my play time. When I signed up for the subscription I had enough for the $14.99 or whatever monthly fee. As, I stated before ZENIMAX TOOK THE MONEY. I have the proof in my email where I was approved. There is still NO LOGICAL reason why I havent had either A) My money returned

My one month of time. If you want people to pay 2 months in advance (which once again is what customer support told me) WHY NOT JUST COME OUT AN SAY IT. Instead, my time and money has been wasted. This isnt rocket science. If you request to sell me something for a chosen amount, and I pay you the amount you requested, I should be given whatever it is I paid for. If not, THAT IS STEALING. I have not been this fired up over a game in YEARS. This seems like nothing but incompetence.

Unknown_poster · May 2014

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Fairydragon3 · May 2014

davidgawronrwb17_ESO wrote: »

I have been waiting since April 12th for them to return the money they took as an authorization hold. Zenimax says they didnt take it, my card says the did and wont release it till Zenimax tells them to. Have had over 18 interactions with customer support over this. Latest one had the rep telling me that their special escalation team had contacted my card company to have it released..that was 3 days ago. Still waiting. My card company is looking at the charge similar to a hotel or car rental reservation, they wont release it till they get notification from Zenimax. I only have the CS reps email stating that the "special escalation team" has done that. Biggest clusterf$ck ever.

Who do you bank with just so I know not to go to them. although yes this is a big slap to the face, that made those free 5 days be forgoten. But some of these issues where people still havent gotten their preauth's back, I blame on *** banks and their procdures, some banks will only let those hold sit for a week, and then return it themselves. but I've heard of some that will wait for over a month. dont put all your faith in a bank if you dont understand how they do buisness

Unknown_poster · May 2014

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Kiludead · May 2014

This is obviously a much bigger issue that they make it out to be. With my customer support experience, they said the same thing except with a "threat-assessment team." So basically what is going on here, is that if you only have the$14.99 in your account, and you subscribe, they TAKE the $15 instead as a pre-payment(a.k.a Authorization)? WTF is that ***? That makes ZERO sense. So instead of just giving me what I paid for, they fuct it all up, and instead wasted my last 15 bucks, AND fuct me in the end. Thanks Zenimax!

Fairydragon3 · May 2014

davidgawronrwb17_ESO wrote: »

Its an online Visa card sponsored by the largest bank in Japan. You deposit the amount you want to have on the card and use it for online purchases just like this one. The bank is not the problem. That Zeni took the full amount of the sub as an authorization hold, but had their system credit it as 0.00 is. I put more money on the card and tried to use it to sub when it ran out, but it still wouldn't take it. Then it locked my account so nothing would work credit card wise. The same credit card I used to purchase the game with. CS rep two reps back before escalatings answer was "Just buy a gamecard, don't try to use your credit card anymore." Which is what I did. Went online and bought a gametime code. With the exact same card that they can't or won't accept. Gametime code worked fine btw. I have all the emails and transaction records and they have been sent to both the bank and Zeni. Bank says they have the cash, Zeni says we released the pre-auth. Somewhere there is a step missing. I'm just hoping that at 45 days it will auto-default back into my account, but at this point have no faith in that.

That right there proves my point. For you, this issue is not just caused by Zeni, but the combination of Zeni and your bank. As you said everything was fine when you bough a time card not from the zeni store. That is because those two transactions are made totally different. Zeni's focus is on security, which is why they do the preauth. I agree that Zeni needs to change how they do this to accommodate more people, but there will always be exceptions, such as yourself

Thorntongue · May 2014

ZOS_TristanK wrote: »

Hi there, @Kiludead. When a player sets up a new subscription or changes their payment method for a subscription, our system performs an authorization check for the subscription amount. We are planning to reduce the amount of this authorization charge in the near future so that it is no longer the full amount.

In these situations, players will see both the authorization check and the subscription on their card/account, but only the funds for the subscription will be kept. The authorization charge will be released back to your account.

We would like to thank you for your feedback about your ticket. In addition, you will receive a survey about your experience from our Support Team soon where you can provide any additional feedback.

In other words they're closing on that magic number that they wanted to hit after borrowing your money for a little while. They have an army of bo.. err short sellers working for them. They release the authorization charge a few days later. I guess they are so afraid that people won't subscribe they make sure that you stick around to make sure that frivolous authorization charge gets back to you.

BaKaNoOB · May 2014

I don't think any of ZOS Knows how Visa payments work , when you put authorization check it it in reality same as payment transaction.

This is Bad Payment verification system, my bank told me that ZOS made request for the money , when i activated Subscription method , then even if they cancel request'(probably they dont bother to cancel ), by visa rules if in 45 days if seller (Zos) don't ask for the money they will be returned in my account , still initial authorization 12.99 EU (done at 13.05.2014 / 05.13.2014 ) are blocked in my account.someday ago my bank told me that in a week or two the money they will return. But after charging me for my monthly sub, i un-subed to check if they will void authorization check faster.

And for now no Authorization hold void is happened to me , really i don't think they know how card payments work , i have plenty of these on my work , i have done programming on card payment systems and this is the most stupid way , why should you block people's money this way , way easier - charge 1 $ take it and that is.

Iago · May 2014

BaKaNoOB wrote: »

I don't think any of ZOS Knows how Visa payments work , when you put authorization check it it in reality same as payment transaction.

This is Bad Payment verification system, my bank told me that ZOS made request for the money , when i activated Subscription method , then even if they cancel request'(probably they dont bother to cancel ), by visa rules if in 45 days if seller (Zos) don't ask for the money they will be returned in my account , still initial authorization 12.99 EU (done at 13.05.2014 / 05.13.2014 ) are blocked in my account.someday ago my bank told me that in a week or two the money they will return. But after charging me for my monthly sub, i un-subed to check if they will void authorization check faster.

And for now no Authorization hold void is happened to me , really i don't think they know how card payments work , i have plenty of these on my work , i have done programming on card payment systems and this is the most stupid way , why should you block people's money this way , way easier - charge 1 $ take it and that is.

Im still dealing with CS service on this and the last email response I just recieved was almost word for word the ame as th first email esponse I recieved. It smy banks fault ZoS had nothing to do ith it but if I would like to keep playing perhaps I could just pay again while I wait for this to be fixed........

The whole email conversation just went in one big loop and now its starting all over again

LadyDestiny · May 2014

GossiTheDog wrote: »

@ZOS_TristanK - I've no idea what's going on with the forum software, but your post just appeared as from username @Udyrfrykte. I refreshed and it changed to your name.

Lol, so they are bots!

Iago · May 2014

LadyDestiny wrote: »

GossiTheDog wrote: »

@ZOS_TristanK - I've no idea what's going on with the forum software, but your post just appeared as from username @Udyrfrykte. I refreshed and it changed to your name.

Lol, so they are bots!

that actually makes a lot of sense.