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Thread Statistics | Show CCP posts - 13 post(s) |
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CCP Wrangler
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Posted - 2009.06.26 19:29:00 -
[1]
Yes, we recently sent out an email about some billing changes which tells you that you will have to update the billing information in account management. If you have not recieved that email or seen a message about it in account management then you're good to go and you don't need to worry about this.
For those of you who did recieve it here are some things you need to consider:
1. If you have not re-entered your billing information your subscruption will cancel at July 1, this does not mean that your account will be suspended at July 1 though, it will still remain active for the rest of the period you've paid for. But then it will be suspended until you re-subscribe.
2. If you choose to update your billing information your subscription will be updated which means you will be charged for the next subscription period. So make sure you have money in your account! If you still do it but you're not interested in paying that amount right now, please contact Customer Support in the billing category, they will refund you.
3. You will only be able to re-enter billing information if you have less than 30 days on your current subscritpion period. If you have more than 30 days left the system will not allow you to re-enter that information.
I hope this explains all issues and verifies that the email was sent from CCP, make sure you don't click any links though and go to our website and account management by typing the URL into your browser yourself. If you have any further questions or require any clarification, please post in this thread and we'll do our best to help you out.
Wrangler Senior Community Manager CCP Hf, EVE Online Contact us
If it's stupid but works, it isn't stupid. |
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Akita T
Caldari Navy Volunteer Task Force
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Posted - 2009.06.26 19:39:00 -
[2]
Pre-empting some of the questions you will be encountering... 1,2 and 3 are those answered in the original post.
4. Is this situation permanent, or are you looking into correcting it ?
5. If it is permanent (and even if it isn't, but for the duration it remains valid)... do you have any plans to email this clarification to those that received the first confusing email ? And will you modify the text of the emails you send from now on ? At least will you add this clarification to the re-subscription page ? Or will this sticky be the only warning ?
6. How would a refund work precisely ? Will the amount of cash be refunded in full or just the amount paid ? By that, I mean, who will pay for any additional fees that were incurred (if any) for payment ? That's because several people report additional "international transaction charges" made to their bottom line.
7. Can people with multiple accounts request a transfer of paid days from one account to another at no days loss ? Or will they receive any penalties based on different payment plan costs ?
EVE issues|Mining revamp|Build stuff|Make ISK |
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CCP Wrangler
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Posted - 2009.06.26 19:51:00 -
[3]
Originally by: Akita T 4. Is this situation permanent, or are you looking into correcting it?
This is a one time change, once your billing information is updated once, whether you update it right now or let your subscription lapse and then re-subscribe, you will not be required to do this again.
Originally by: Akita T 5. If it is permanent (and even if it isn't, but for the duration it remains valid)... do you have any plans to email this clarification to those that received the first confusing email ? And will you modify the text of the emails you send from now on ? At least will you add this clarification to the re-subscription page ? Or will this sticky be the only warning?
As this was a one time change we currently do not have plans to send out further emails. We'll look into having this information added to the account management page.
Originally by: Akita T 6. How would a refund work precisely ? Will the amount of cash be refunded in full or just the amount paid ? By that, I mean, who will pay for any additional fees that were incurred (if any) for payment ? That's because several people report additional "international transaction charges" made to their bottom line.
International transaction charges are done by your bank, not by CCP, and I don't believe our policy is to refudn those. If you wish to have this transaction refunded you should ask our billing GMs in the petition for a definitive answer though.
Originally by: Akita T 7. Can people with multiple accounts request a transfer of paid days from one account to another at no days loss ? Or will they receive any penalties based on different payment plan costs ?
I'm not sure I understand excatly what you mean, but I don't believe this is a service our Customer Support team normally provides and I don't see how this situation would change that. If you're not satisfied with this answer I'd ask you to clarify your question.
Wrangler Senior Community Manager CCP Hf, EVE Online Contact us
If it's stupid but works, it isn't stupid. |
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Akita T
Caldari Navy Volunteer Task Force
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Posted - 2009.06.26 20:30:00 -
[4]
Originally by: CCP Wrangler
Originally by: Akita T 7. Can people with multiple accounts request a transfer of paid days from one account to another at no days loss ? Or will they receive any penalties based on different payment plan costs ?
I'm not sure I understand excatly what you mean, but I don't believe this is a service our Customer Support team normally provides and I don't see how this situation would change that. If you're not satisfied with this answer I'd ask you to clarify your question.
Clarification... well... I'll try.
So, if I want, I can have 2 accounts, pay a 1-year sub (360 days, actually) for 131.40 monetary units on one of them, then petition to move 180 days to the second account at no additional charge (instead of having to pay 2*71.70 = 143.40 monetary units) of 12.00 monetary units ? Or one guy with 12 accounts doing this on a monthly basis, moving 30 days on each of his other 11 accounts, for 131.40 instead of 12*14.95=179.40 ?
Because that's how I read your answer And if it's correct, then it's awesome news for all multiple-account owners
EVE issues|Mining revamp|Build stuff|Make ISK |
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CCP Wrangler
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Posted - 2009.06.26 20:43:00 -
[5]
Originally by: Akita T So, if I want, I can have 2 accounts, pay a 1-year sub (360 days, actually) for 131.40 monetary units on one of them, then petition to move 180 days to the second account at no additional charge (instead of having to pay 2*71.70 = 143.40 monetary units) of 12.00 monetary units ? Or one guy with 12 accounts doing this on a monthly basis, moving 30 days on each of his other 11 accounts, for 131.40 instead of 12*14.95=179.40 ?
Because that's how I read your answer And if it's correct, then it's awesome news for all multiple-account owners
Actually, I think my answer to that was no. It's not a service we would normally provide, to my knowledge at least, and I don't believe the current situation would change that.
Wrangler Senior Community Manager CCP Hf, EVE Online Contact us
If it's stupid but works, it isn't stupid. |
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Akita T
Caldari Navy Volunteer Task Force
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Posted - 2009.06.26 20:49:00 -
[6]
Oh... sorry, I misread your reply (wishful thinking, probably, heh).
EVE issues|Mining revamp|Build stuff|Make ISK |
Jin Nib
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Posted - 2009.06.26 21:04:00 -
[7]
You might want to bold the part that says: make sure you don't click any links though and go to our website and account management by typing the URL into your browser yourself
Because this is a ripe opportunity for phishing, and that is an important point.
Cheers, |
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CCP Wrangler
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Posted - 2009.06.26 21:34:00 -
[8]
Originally by: Jin Nib You might want to bold the part that says: make sure you don't click any links though and go to our website and account management by typing the URL into your browser yourself
Because this is a ripe opportunity for phishing, and that is an important point.
Cheers,
Good point, I made it bold and even made it yellow. |
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Arous Drephius
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Posted - 2009.06.26 22:03:00 -
[9]
Edited by: Arous Drephius on 26/06/2009 22:03:10 It should be in LARGE RED LETTERS tbh.
With added devhax font size ofc. |
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CCP Wrangler
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Posted - 2009.06.26 22:13:00 -
[10]
Originally by: Arous Drephius Edited by: Arous Drephius on 26/06/2009 22:03:10 It should be in LARGE RED LETTERS tbh.
With added devhax font size ofc.
No one reads large red letters though. |
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Vaal Erit
Science and Trade Institute
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Posted - 2009.06.27 00:21:00 -
[11]
I have a dumb question, why July 1st and not have people update their billing information whenever their current subscription ends or whenever they attempt to length their subscription?
No matter what color/font you use, won't people update their billing information, think it is nothing, then realize they got charged for another cycle and get upset?
I'm a GTC man atm and I seem to be exempt from this but point #2 sounds like a terrible thing for paying customers. |
Armoured C
Gallente Federation of Freedom Fighters Aggression.
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Posted - 2009.06.27 01:39:00 -
[12]
i have a bigger question
wut is going on
what is chaning @.@ i have no idea and i read op's post twice now
is it the way we sub or complete overhaul
just wut is going on ?
JOIN FOFF NOW CHAT CHANNEL FOR RECRUITMENT INFO
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Taedrin
Gallente Golden Mechanization Protectorate
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Posted - 2009.06.27 03:25:00 -
[13]
While this hasn't happened to me (yet), it sounds awfully fishy that CCP is resubbing accounts before the expiration date. I realize that this might just be to make things more convenient on CCP's end, but please realize that making unauthorized charges on a customer's account is illegal. And even if CCP has some clause in the EULA protecting them, this is certainly unethical behavior.
Of course, I understand that most devs and CCP employees have nothing to do with this (especially the whipping boys that appear on these forums). But please express the dissatisfaction that some of us have over this situation to the proper people.
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DOARota
Gallente BURN EDEN
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Posted - 2009.06.27 05:11:00 -
[14]
If I have 2 accounts and pay for them via the same method, why did I receive an email to resubmit info for one but not the other. This seems very odd. |
Tohya Miho
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Posted - 2009.06.27 05:25:00 -
[15]
Originally by: CCP Wrangler 2. If you choose to update your billing information your subscription will be updated which means you will be charged for the next subscription period.
Let me get this straight... lets say for example, the usual date I am automatically charged for my account (paying monthly) is today. I pay my $15 and would usually be good through 27 July.
But then I then do this update/resubscribe on 30 June, so I'm sure to beat the "re-enter your billing info by July 1st or your account will be CANCELED" semi-threat.
Reading #2, it sounds like I'm also being charged on 30 June for my 'new' 30-day cycle. Sooo, I'm basically paying twice for (most of) the month of July?!? W T F.
(Yes, the email and the attempt at clarification is/was confusing and/or disturbing...)
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Kull Wahad
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Posted - 2009.06.27 08:16:00 -
[16]
I suspect this is another Icelandic banking style scam.
"3. You will only be able to re-enter billing information if you have less than 30 days on your current subscritpion period. If you have more than 30 days left the system will not allow you to re-enter that information."
That is wrong as I was able to submit my payment details and am now subscribed until 2011! I wasn't due for renewal until March next year. Yet CCP have, by the use of blatant phishing techniques, extracted an immediate payment of 131 euros. That'll help cover the cost of champagne and whalemeat for the next tourni.
Incidentally, why do I have to trawl through the forums to get any proper info on this? And why are only some accounts affected, or will we get emails for the other accounts when CCP runs low again? |
Mag's
the united Negative Ten.
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Posted - 2009.06.27 08:27:00 -
[17]
This whole issue could have been avoided if:
- A. You didn't charge another sub
and
- B. You would have made a post in the EVE Information Portal or even here, to let us muppets know the situation.
It's only just been made clear in your post, that the account will actually continue to work. I was under the impression, from the Email and the wording in the red box, that it would stop working on July 1st.
I'm now subbed till March 2011, I can live with it, but I'll be damned if I'm touching the other accounts until such time I have no choice. I really can't see why I should go through the hassle, of starting a petition or sending and Email, not get all of my money back.
The horse has already bolted, good luck with shutting that gate. |
Choobakka
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Posted - 2009.06.27 14:26:00 -
[18]
Could you please clarify something in layman terms?
Let's say I have a 3-month sub which is to be re-newed at July 20. Did I get it right that:
a) If I update my billing info, I will be immediately charged for the next 3 months starting from July 20 and that effectively extends my subscription till October 20?
b) If I don't update my billing info, subscription will be cancelled but account will remain active till July 20 and then I will be still able to login to the account management section of the site, enter my billing info, start a new subscription that way and keep using my accounts?
Also for how long it is possible to re-subscribe if you go for option (b) - basically how long account lives after subscription expires?
Also could you clarify "less than 30 days" and "more than 30 days" (because it does not include exactly 30 days technically) - if sub expires at July 30, will system allow to re-enter info or not? |
digitalwanderer
Gallente The Scope
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Posted - 2009.06.27 15:13:00 -
[19]
I received my Email for the subscription changes,but my next payment period only starts on september 5th,so it's more than 30 days away....What do i do?
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Marlenus
Caldari Ironfleet Towing And Salvage Tear Extraction And Reclamation Service
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Posted - 2009.06.27 16:11:00 -
[20]
It's #3 that's boggling me.
I'm on the six month plan. My recurring billing is getting broken on July 1, so when I log in to fix it, I get the "We recently made some changes to our billing system that will cause your subscription to expire by the end of your current cycle. In order to avoid this we ask that you re-enter your billing information via the 'Subscription Details' link."
However, when go to "re-enter" as requested, I get a message telling me that I am not allowed to make any changes because I have more than thirty days remaining. WTF?
What in the hell was the point of this exercise, if I am not allowed to fix what's broken?
Now, as I understand it, my recurring billing will be broken in a few days, and then my time will silently run out until some day in October when I suddenly can't log in any more. In what universe is this a sensible way of managing my account? |
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Adaris
Gallente Outland Research and Development
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Posted - 2009.06.27 18:55:00 -
[21]
As a subscriber, I have given CCP my billing information once already. More than given in fact. I have Trusted CCP with it. I would like to ask about these 'billing changes'.
Why exactly have CCP done this?
I want the reason why our sensitive financial information is being requested again to be stated clearly. Has it been compromised in some regard? Are you creating a new systems of some sort to store and manage account subscriptions? Is this only something that effects a small amount of subscribers?
Thank you in advance.
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Kwanaioo
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Posted - 2009.06.28 01:02:00 -
[22]
I did not receive an email about billing changes, but after resubbing on 6/23, I was charged an additional $14.95 on 6/25 for an order dated May 1st (landing me a $50 overdraft fee). I sent an email and support ticket, and google led me to this thread. I can't help but wonder if it is related. At any rate, I am very unhappy with this phishy scheme that CCP has come up with.
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Tohya Miho
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Posted - 2009.06.28 05:06:00 -
[23]
Originally by: Kwanaioo I did not receive an email about billing changes, but after resubbing on 6/23, I was charged an additional $14.95 on 6/25 for an order dated May 1st...
At any rate, I am very unhappy with this phishy scheme that CCP has come up with.
I haven't done the 'resubbing' yet, but I just checked my bank statement and was also charged with an unexpected $14.95 on June 25th, for a mystery order (in addition to my usual account) also dated on May 1st.
I suggest that everyone check and ensure that CCP didn't just sneak an extra month's payment out of them.
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Driven
Caldari Mass Produced
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Posted - 2009.06.28 05:39:00 -
[24]
This entire fiasco was avoidable if the email had been written by someone who had a clue how to communicate.
With the completely misleading notice of cancellation on July 1st that isn't, and the total lack of explanation of what to expect, I have had to file a petition to get back 191 days of gametime that was wiped out when the system hit me for a new annual charge and reset my account to 360 days, wiping out my existing balance of time I had already paid for on an annual subscription in January.
I can't remember the last time a company I buy stuff from created such a completely unnecessary cluster like this.
I wonder how long I'm going to have to wait for my petition to be answered and whether their logs will show my wiped out gametime balance. I need a sig |
Kwanaioo
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Posted - 2009.06.28 10:07:00 -
[25]
Originally by: Tohya Miho
Originally by: Kwanaioo I did not receive an email about billing changes, but after resubbing on 6/23, I was charged an additional $14.95 on 6/25 for an order dated May 1st...
At any rate, I am very unhappy with this phishy scheme that CCP has come up with.
I haven't done the 'resubbing' yet, but I just checked my bank statement and was also charged with an unexpected $14.95 on June 25th, for a mystery order (in addition to my usual account) also dated on May 1st.
I suggest that everyone check and ensure that CCP didn't just sneak an extra month's payment out of them.
By resubbing, I meant that my account had been inactive prior to the 23rd, and I just checked the subscription details - "Next Billing Date: 7/22/2009"
So that means that the mystery charge didn't even add another 30 days on to my account. So my subscription period didn't change, and I received nothing for the charge. Awesome.
This is BS, CCP. Now, thanks to either a billing error or intentional fraudulent charge, I'm going to have to fight with my bank to get the $50 overdraft (AND the $14.95 you charged me) back.
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Ehrine Ashbark
Lyrus Associates The Star Fraction
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Posted - 2009.06.28 14:52:00 -
[26]
What I'm confused about is that I have more then one account with the same details (email address, credit card, home address etc), but only on one of these am I having to do this whole re-sub thing. Why is one affected by this change while the others are fine??? |
morefeeus
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Posted - 2009.06.28 17:26:00 -
[27]
Edited by: morefeeus on 28/06/2009 17:26:50 Ok, CCP what's going on?
I know of no other business that would cancel their whole revenue base and ask their customers to re-apply.
This is a very, very unusal request. What has happened. I can think of some scenarios, none of which are good. |
SilentSentinel
Tea And Sympathy Ltd. Liability
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Posted - 2009.06.28 21:16:00 -
[28]
Received the same email from ccp and said I needed to enter my billing information and was charged again. I hope I have the funds to cover it... CCP = FAIL.
Cheers
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Daniel Jackson
Caldari State Protectorate
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Posted - 2009.06.28 21:50:00 -
[29]
Originally by: Kull Wahad I suspect this is another Icelandic banking style scam.
"3. You will only be able to re-enter billing information if you have less than 30 days on your current subscritpion period. If you have more than 30 days left the system will not allow you to re-enter that information."
That is wrong as I was able to submit my payment details and am now subscribed until 2011! I wasn't due for renewal until March next year. Yet CCP have, by the use of blatant phishing techniques, extracted an immediate payment of 131 euros. That'll help cover the cost of champagne and whalemeat for the next tourni.
Incidentally, why do I have to trawl through the forums to get any proper info on this? And why are only some accounts affected, or will we get emails for the other accounts when CCP runs low again?
OMG I GOT THE SAME THING |
ceaon
Gallente
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Posted - 2009.06.28 23:14:00 -
[30]
in OP CCP have to add details some like: why this change
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