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If you pay for the game but dont revieve it.


Started by kitty.kat28
Post #166351
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dont bother contacting customer service. here is my story: (note: i posted elsewhere but i wanted this to be it's own topic so anyone going through this woud know. i searched and couldnt find anyone else with this problem until now)

I went to TESO website and bought the game directly from them. well between the "processing payment" page and the "confirmation page" the website timed out (i waited 15 min. before that too!). i knew it was THEIR website because i was using other websites at the time that worked just fine.

i immediately checked my bank account only to discover they had indeed charged me $64. I logged into the account i set up and it said i had "no games" and my billing history had "no purchases". so i tried to call them. it was 10 pm on sat. night (yesterday) and there was "over an hour wait time" so leave your info and we'll get back to you. i left my info and then i also put in an e-mail ticket.

they never called me but e-mailed me about an hour later asking me to verifiy my account security q, which i did. by now it was 12pm, i was out $64 and had no game to show for it so i went to bed.

by 11 am the next day THEY STILL had not responded! so i put in 5 more tickets and sent 6 e-mails and called my bank to confirm the transaction had actually happend and it wasnt an online glitch (it wasnt and they did TAKE MY MONEY) FINALLY 3 hours after THAT, "Colby" from "ESO support" responded by telling me that my e-mail did not match my account.

so i sent him both my e-mail verifications from the TESO website, as well as a screenshot of my TESO account with my e-mail adress on it. he then sent me an auto-respond e-mail (with 2 lines of apology for my wait time) saying that the transaction did not process correctly and that what i had recieved was a "ghost transaction" which basically they put a hold on $64 for the next 3-10 days. But that i should buy a new game and oh here's how!

UNBEILEVABLY ESO SUPPORT ACTUALLY SUGGESTED I SPEND ANOTHER $64 AND HOPEFULLY I'LL BE ABLE TO GET THE GAME THEN.

so i called the bank to put a stop payment on the first $64 and discovered there was nothing i could do until wed. (tuesday at mid-night) when the transaction "posted" to my account. why something did not post immediatey on a POS transaction was never explained to me by either party, and has never happened before in the 12 years i've had this same bank account. i would also like to note, that i have plenty of $$ more than enough to cover this transaction and a subscription fee. I could even afford to buy the game AGAIN but what if AGAIN it doesnt work and i'm out ANOTHER $64??? thats $128 for a game i wouldnt even own.

any way sorry for the major vent. i've been looking for somewhere to post my story so that others could see it and not waste 12 hours trying to contact customer service so they can do nothing. ultimately the bank told me i had to wait until wed. then i would either be refunded my money (the hold taken off) or the transaction would go through and then i woud have to dispute the transaction as fraud. JOY. luckily i kept EVERY SINGLE EMAIL and several screen shots.

and the money doesnt even make up for my dissappointment in not being able to play the game right away. i'm hoping gamestop has a hard copy i can buy because steam (my trusted game purchaser) doesnt have it and i am CERTAINLY not going through TESO's crappy website again.

to summerize if you dont want to read all that: dont bother contacting customer service, they will do nothing, you still wont have a game and you wont get your money back for at least 3 days. if you want to play the game now you'll have to buy it again.

also the title was supposed to be recieved. :) spelling is not my strong point especially when i'm pissed
This post was last modified: April 6th 2014, 02:51 PM by kitty.kat28
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Post #166358
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Very unfortunate, but the waiting period makes complete sense. POS transactions are a 2-step process. Step one, the money for a purchase is authorized. In this step the money for a purchase is out on hold for a predetermined amount of time. With my bank, it's a 4 day period. This makes the money "spent" in that it's not available at the moment. The second step is when the money is actually transferred, in which the sale point is required to present an invoice to have money transferred. If an invoice is not produced before the waiting period, the authorized amount is returned to the original account. A ghost transaction is a term used in finance to describe this very situation, when money is authorized but no invoice is compiled. You will get your money back.

Customer service is taking longer than usual to respond which is incredibly inconvenient, but you have to remember the kind of traffic coming their way, what with a game launch and glitched website so it's not exactly unexpected. Under normal ticket traffic, the ESO support team is extremely helpful and responsive, but right now is not a normal ticket traffic period.

Don't get me wrong, I'm not defending them. They do need to improve their systems greatly, but it really amounts to a matter of inconvenience more then anything. Sending MORE tickets isn't going do anything but create more traffic and increase wait times. My recommendation for purchase, since the website has been having problems, is an authorized retailer until the website is fixed, and my advice for dealing with support right now is patience.


Master Pie-Man
Anointed Registar of the Headless Chicken

Do'Rakk the Brawler Backstory & Biography
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Post #166360
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I'm sure ZOS is swamped with support tickets, but it's honestly been like this since they started offering support. Make sure you fill out the customer service email they send you and give them your honest thoughts.


Please use the Help & Feedback section if you need help. This will help others that may have the same questions and you will receive a faster response.
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Triskele
Post #166362
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thanks for the responses it's nice to get someone elses opinon, and now that i've cooled down it makes more sense. i was a little heated when i posted the original post, but all the other POS transactions always go through right away. i've never had a "pending" or else wouldnt it take 2 or 3 days for EVERYTHING i buy? my understanding was that POS was point-of-sale as in-* i paid you now i own this.* not as in *i said i'd pay you, and after you confirm that i will, you go ahead and send them an invoice then after that i may get my money back or get a product.* like i said i've had this account for 12 years and that has NEVER not ONE time happend unless i wrote a check, in which case i expected it to take a while, in this case i did not.

i would also like to clairify that i did not make new email tickets i simply sent them 6 replies to the verification request they sent me. i did however make new phone call tickets (5 of them) and a day and half later still havent called me for any of them. :/ that all being said i understand that their website is getting blown up right now but taking someones money and not giving them the product is SERIOUS, and it's stealing. i almost called my bank and filed a fraud charge against them and called the bbb. i was that angry. thankfully cooler heads prevailed (my boyfriend was like 'why are you freaking out over $64') and instead i posted this vent here :)

i would also like to add that i went to gamestop website and got the game there and didnt have to wait 4 days for the transaction to go through. :p
This post was last modified: April 6th 2014, 04:48 PM by kitty.kat28
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Post #166366
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Yes, I agree with the responses here. I had something similar happen to me a year ago, but I was double-charged instead. I had to call the party that double-charged (after I tried the bank just like you) and they said they could not do anything until the charges went through! But then they promptly refunded the amount to me. Sorry this happened to you, it's tough to be without the game you paid for, but it will statistically happen to a statistically predictable amount of ppl, just too bad you got the short straw. There is one thing you can do: Buy another, and get them to reverse the charge from last night without redeeming any code from that transaction. Another possibility: How generous do you feel? If you buy another, and last night's charge also results in a proper purchase i.e. you get the code, then you could donate it to someone who would appreciate it. Just a suggestion with no pressure, not saying it was right.


Skyrim conquerer. Morrowind and Oblivion vet. Long-time single-player computer gamer W/custom-made hi-perf OCd PC. Mostly RTS and a few action games.
Noob to MMOs.
Crappy satellite Internet very laggy pings 700-1000 not god for gaming, can't play most online games but ESO works good enough.
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Post #166369
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(April 6th 2014, 04:44 PM)kitty.kat28 Wrote: thanks for the responses it's nice to get someone elses opinon, and now that i've cooled down it makes more sense. i was a little heated when i posted the original post, but all the other POS transactions always go through right away. i've never had a "pending" or else wouldnt it take 2 or 3 days for EVERYTHING i buy? my understanding was that POS was point-of-sale as in-* i paid you now i own this.* not as in *i said i'd pay you, and after you confirm that i will, you go ahead and send them an invoice then after that i may get my money back or get a product.* like i said i've had this account for 12 years and that has NEVER not ONE time happend unless i wrote a check, in which case i expected it to take a while, in this case i did not.

i would also like to clairify that i did not make new email tickets i simply sent them 6 replies to the verification request they sent me. i did however make new phone call tickets (5 of them) and a day and half later still havent called me for any of them. :/ that all being said i understand that their website is getting blown up right now but taking someones money and not giving them the product is SERIOUS, and it's stealing. i almost called my bank and filed a fraud charge against them and called the bbb. i was that angry. thankfully cooler heads prevailed (my boyfriend was like 'why are you freaking out over $64') and instead i posted this vent here :)

i would also like to add that i went to gamestop website and got the game there and didnt have to wait 4 days for the transaction to go through. :p

All pos transactions go through this 2 step process. Most systems are automated (including ZOS) and do go through very quickly, but the 2 step process is still there and very important just for situations like these. Funds must be authorized first then officially transferred only after an invoice is delivered to the bank. Ghost transactions will not produce an invoice so that is where the waiting period comes in; to help protect against fraud. Technically, u still have that $64 but it's unavailable since it's been authorized for a transaction. After the waiting period expires, the funds will be made available to you again.


Master Pie-Man
Anointed Registar of the Headless Chicken

Do'Rakk the Brawler Backstory & Biography
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Post #166443
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This kind of problems with the payment, downloading, launcher, installing etc... are the reason why i didnt pre-order and are the reason i am not buying the game at the moment (and i really want to play it but i cant live off zenimax/bethesda's promises)
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