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Thread Statistics | Show CCP posts - 13 post(s) |
Legenda
Caldari Seraphin Technologies KrautbreaK
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Posted - 2009.07.06 12:57:00 -
[91]
Originally by: K'thang
Originally by: Legenda
3 Days ago i changed my payment method to "pay by cash" with Visa Electron for 1 month , cause i got tired of waiting for a response from CCP !!
I couldnt change my credit card detail before and after the 1st this month like they advised to do so in the e-mail i got when all this **** startet !
I had 48 days playtime left (thank god not more cause i used to pay once a year) Well my Account got opened but then i realize that my 30 + days i had left are gone . ? WTF ?
I thought they just add the 30 days i payed cash for to the days i had left but .., oh boy i was wrong !
Maybe it was writen somewhere you lose the days when changing payment method ,but still i feel i got ripped off!!
Good advise CCP ...
Start to care about your customers and stop telling lies or deniyng that you have a DAMN BIG problem here..
Leg
P.S what happened to the " Customers are allways right" thingie ....
Petition it. It is the same thing that happened with the double-billing really, except it happened to you when you changed payment method. You should not accept losing 30 days of your sub.
I did Petition it but it looks to me like CCP doesnt care a rats A&& about me or anyones elses petitions...
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JeanMichel Bizarre
The Golden Apple Corps Discordia.
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Posted - 2009.07.06 13:25:00 -
[92]
Originally by: Legenda it looks to me like CCP doesnt care a rats A&& about me or anyones elses petitions...
What a strange and familiar feeling... ------ choons |
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CCP Wrangler
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Posted - 2009.07.06 13:25:00 -
[93]
We looked into it and it appears some of those switching from our old billing system to our new billing system were charged twice for the same subscription period, once by the old billing system and once by the new billing system. Please make sure you petition so our Customer Support department can sort this out for you.
Wrangler Senior Community Manager CCP Hf, EVE Online Contact us
If it's stupid but works, it isn't stupid. |
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JeanMichel Bizarre
The Golden Apple Corps Discordia.
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Posted - 2009.07.06 13:50:00 -
[94]
We HAVE petitioned (a week ago) but no one bothered answering. ------ choons |
K'thang
Gallente Ferengi Trade Alliance
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Posted - 2009.07.06 13:58:00 -
[95]
Originally by: CCP Wrangler We looked into it and it appears some of those switching from our old billing system to our new billing system were charged twice for the same subscription period, once by the old billing system and once by the new billing system. Please make sure you petition so our Customer Support department can sort this out for you.
Thank you! That was really all I needed to hear to sit back, relax, and wait for the petition to finish. And I bet it didn't even hurt at all to say it out loud, even though a tad late
Now make sure the billing department are aware that some of us have more than one account. |
Oriodus
Skiddies of Doom
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Posted - 2009.07.06 16:19:00 -
[96]
I was charged twice for an annual subscription in June - which has been petitioned and replied to but no money has been refunded (I'm assuming this is due to the fact it takes a certain amount of time for the banks to communicate). Following on from this I have been charged by my bank for exceeding a pre-set overdraft limit. My personal finances are kept to a very manageable level and so having the annual subscription taken out at the end of the month has caused this level to go over the overdraft amount.
I've queried getting the costs back for this banking charge from CCP, the response from the GM was abrupt and was not at all helpful - he/she stated that you (CCP) 'are not able to compensate' for this error, which I think is unacceptable. I have spoken to the bank and they cannot remove the charge unless it is a) fraud, or b) a banking error. They have mentioned to 'speak' to someone within CCP but petitioning isn't getting me very far.
I have submitted further emails that have still not been replied to - I don't want to have a tennis match of email conversations or go into more detail over the forum (for obvious reasons). I am usually very patient with the petitioning system but on this occasion, with the nature of the query, nearly a week after I informed you of the billing mistake it has still not been satisfactory dealt with.
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K'thang
Gallente Ferengi Trade Alliance
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Posted - 2009.07.06 20:31:00 -
[97]
Ok, I'm sorted now. It took one week, but once my turn was up it was handled fast. I just asked to have it added to my subs rather than refund as it would faster and less hazzle, for all parties. I would dare to guess that more people than we know probably has this issue, so they got a lot of accounts to go through. And not only the ones that petition, but they need to check everyone for this none-the-less.
I guess since Wrangler made it official today, more people will wait it out a bit. Good luck to the rest that are still waiting, it will most likely sort itself out in a day or so! |
Legenda
Caldari Seraphin Technologies KrautbreaK
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Posted - 2009.07.06 23:15:00 -
[98]
It took a week or so but finally i got sortet out :)
Thanks CCP for getting thinks done right even it took some time ..
I believe in you again
Sorry about the *****ing but i got frustrated like many others i guess.
Leg
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Oriodus
Skiddies of Doom
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Posted - 2009.07.07 12:23:00 -
[99]
I've made one complaint which was partially dealt with by a GM my replies to which have not been answered, how do I contact someone directly within the 'accounts department' of CCP Games as this is getting ridiculous now - I've questions which are not being answered which I am hugely disappointed with!
Is there such a thing in CCP Games as customer support and escalating complaints to answer the questions/concerns of your 'customers'?
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CCP Wrangler
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Posted - 2009.07.07 16:04:00 -
[100]
Originally by: Oriodus Edited by: Oriodus on 07/07/2009 12:34:20 I've made one complaint which was partially dealt with by a GM, my replies to which have not been satisfactorily answered. How do I contact someone directly within the 'accounts department' of CCP Games as this is getting ridiculous now - I've questions which are not being answered which I am hugely disappointed with!
Is there such a thing in CCP Games as customer support and escalating complaints to answer the questions/concerns of your 'customers'?
If you're referring to your petition titled "Complaint" it has actually been escalated.
Wrangler Senior Community Manager CCP Hf, EVE Online Contact us
If it's stupid but works, it isn't stupid. |
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Oriodus
Skiddies of Doom
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Posted - 2009.07.07 17:42:00 -
[101]
Thank you Wrangler... I appreciate the response.
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Oriodus
Skiddies of Doom
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Posted - 2009.07.10 09:15:00 -
[102]
Still waiting on an escalated support response... no update on status and no apology for the delay. I was expecting better service - severely disappointed. I appreciate I am not the only customer, but with the nature of the petition, loyalty to the game and escalated state, one would assume that there would have been a response by now.
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Space Scooterman
Crystalline INC Sc0rched Earth
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Posted - 2009.07.10 23:26:00 -
[103]
This is Kwanaioo's alt
So after going through customer service, GMs told me that there was no double billing, so I disputed with my bank, bogus payment got refunded, and NOW MY F*CKING ACCOUNT IS BANNED DUE TO PAYMENT DISPUTE.
This is UTTER BS. I can't even log into the account management page.
WTF CCP?!?!
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Oriodus
Skiddies of Doom
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Posted - 2009.07.11 21:53:00 -
[104]
"Customer Support for EVE Online is provided via E-mail 24 hours a day, 7 days a week." Really?! I'll translate:
"Customer Support for EVE Online is provided by email only. Any support petitions dealt with will only be provided via E-mail during work hours, Monday to Friday but you can submit 24 hours a day, 7 days a week. Petitions can be made via the website (which doesn't always work) or in-game. Please note; we will not inform you of the status of any petition nor have we any obligation to deal with them within a set time."
...that's better. A supplied phone number would have sorted this in minutes rather than days/weeks.
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Hegemony DuRoche
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Posted - 2009.07.12 13:22:00 -
[105]
Yay! I didn't get an email about the billing changes, my account expired while I was on holiday and I keep getting "COULD NOT CONNECT TO THIRD PARTY" from your consistently crappy account interface.
Yay! Way to go CCP!
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MaRODD
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Posted - 2009.07.13 16:14:00 -
[106]
Edited by: MaRODD on 13/07/2009 16:16:36 Dear CCP Your new updated billing system has screwed me over... I pay for my subscriptions yearly one of them has 245 days left on it but you have disabled it. Your systen says my subscription has expired and I need to update my CC info. I would gladly do this except when I try your system tells me I can not change my CC info till I have less than 30 days on my subscription.. WTF No that I cant log in my other account and I'm sure my skill training has been "Ended" I am P155ED.. CCP You need to fix this problem NOW!
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Jackie Brown
THORN Syndicate Mostly Harmless
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Posted - 2009.07.30 16:51:00 -
[107]
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 (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.
SNAP.. I had exactly the same problem with my 2nd account.(apart from my bank refused payments after the 4th payment(quite why there were 4 payments I don't know) and CCP have made my 2nd account inactive) I sent a petition to CCP, to which the GMs responded with a total joke, asking if my bank statements showed any payments for April, and after I responded and told them Yes, they again asked if my bank statements showed any payments for April (apparently, you have to ask twice just to make sure) I then gave them a complete list of payments made from my bank account to CCP for the last 60 days and shortly after received an email from CCP....
Originally by: CCP Dear customer,
According to our records, you are one of a small number of players who were supposed to be charged for your EVE Online account at some point between 27 April and 10 May. Due to an issue in our subscription process, the charge was unfortunately delayed. As a result, the charge may appear as if it was made between 25 June and 1 July on your bank statement. We wanted to let you know that this charge is not a case of double billing; it is simply a delayed charge. We thank you for your understanding.
Should you have any questions or concerns, please contact our Customer Support department at [email protected].
Best regards, The EVE Online team
seems strange that only after I flagged the "double charge" did they send me a notice that I might have another payment on my bank statement, and what the reason was for this... however, around the same time, I also had a response from a GM saying
Originally by: Senior GM Nova Hi there, Senior GM Nova here.
I can not see any double charges in our logs.
he then gives me a list of what he says are the only payments for both my accounts... so, although my bank clearly shows an additional set of payments, CCP deny that those extra payments were ever made... should I believe my bank, or CCP? I'm siding with my bank statement tbqh... no clear explanation, even though I have given CCP the payment IDs from my bank statements, and the dates that those payments were made... it all seems like a huge farce, CCP would do well scamming in Jita, they appear to have had the practice!!
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MinmatarCitizen 043d
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Posted - 2009.08.08 19:19:00 -
[108]
Pay By Cash 4TW. CC's suck.
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Shemmy
7th Space Cavalry
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Posted - 2009.08.11 13:00:00 -
[109]
Oh God, OK, so this is why I can't log in. "Ohai customerz, yes that message that looks p. suspicious is really us, and oh by the way, we want your money for the next billing period like, nao!"
So now I have to go off and work out if my account really did expire, or you just needed more operating cash.
BTW, "Hey isn't it great your data is real securely protected, but that means we can't move it" needs a bit more explanation. I can't tell you what your password to my website is because it's one-way encrypted for security reasons, but I can upgrade the version of MySQL I'm using, or even change to a different RDBMS altogether, without having to get you to re-enter all your details. The fundamentals of the system all still do the same thing. Could you perhaps explain why is this not a good analogy?
Cheers!
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dieg0 sanchez
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Posted - 2009.08.20 04:22:00 -
[110]
I have paid but now my acct is suspende. I reactivated and still says suspended (expired) can a gm please take a look at this ASAP?
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Dusty Monk
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Posted - 2009.08.23 04:58:00 -
[111]
I've been banned for resorting to filing a dispute to resolve duplicate billing issues with CCP. They've charged my accounts multiple times with no adequate response from GM staff. E-Mail response refers to Customer Service which does not respond at all.
CCP's idea of resolution: Keep your money and ban all accounts, ignor all misappropration of funds. When all else fails CCP responds with "Our database does not indicate . . ." or "We have no record of your having ever filed petition regarding . . . " and now 4 months later, you still have not refunded the duplicate payments, refuse to respond, refuse to. . .
My financial institution resolved this for me. I have co-joined the action to assist in recoupment of loss as a result of CCP theft.
After receipt of "Official CCP Response" = suggestion to "get over it, stfu or just stop whining - " Needless to say, I will not be reactivating any accounts. I have notified all players in contact to peruse their financial statements for irregularities.
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Infinity sh0ck
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Posted - 2009.08.26 01:56:00 -
[112]
youre all putting entirely too much thought into this process. the simplest way to resolve a failure to refund an mis-billed transaction on a credit card is call the credit card issuer and dispute the transaction. when enough people do this it results in much entertainment for the merchants ability to use the credit card services. or lack of.
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