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Eulalinda
Caldari
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Posted - 2007.09.12 21:17:00 -
[1]
Edited by: Eulalinda on 12/09/2007 21:23:03 How do I escalate a petition within CCP?
Here's my petition. (Currently I'm paying with a GTC as CCP undoubtedly knows.)
Originally by: Eulalinda Today I wanted to check the cost of buying Eve game time with my credit card. Since CCP only shows the prices if I have a credit card listed on my account, I entered my information and pressed "Update Credit Card" button.
Then the screen said that CCP had automatically charged me $14.95 for a 30-day period.
I DID NOT AUTHORIZE THIS TRANSACTION. I merely wanted prices. I did not want to buy game time and I never authorized CCP to charge my account.
Please remove the 30 extra days of game time which I gained today and remove the $14.95 charge from my card.
If it's not too much to ask, please update the My Account webpage to warn users that clicking "Update Credit Card" will charge them without giving them a chance to choose between a 1 month, 3 month, 6 month or 12 month plan.
GM Nova replied.
Originally by: GM Nova Thank you for contacting customer support and our apologies for the late reply.
Since the account has been played after the payment was made, we can not offer a refund. I will look into the notification issue.
I replied to GM Nova.
Originally by: Eulalinda Your response makes no sense. I have not used the extra game time applied to my account. Therefore, please subtract it from my account and refund my account.
The fact that I have logged in since the extra time was applied is meaningless and I'm surprised you would bring it up at all.
I then added:
Originally by: Eulalinda To be clear, I have not used a single second of the extra game time that was wrongfully applied to my account.
CCP is really ****ing me off. It's as if rationale and sanity are rare commodities there.
Has anyone else had this problem? How do I escalate this petition please?
With 190,000 paying EVE customers and game time costing $11-15/month, CCP collects from us $2.1-2.8 million/month ($25-34 million/year). Server upgrades? |
Khadur
Minmatar Spontaneous Defenestration The Red Skull
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Posted - 2007.09.12 21:23:00 -
[2]
Damn that sucks
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Seeing EyeDog
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Posted - 2007.09.12 21:23:00 -
[3]
this thread is SOOOO gunna get modded.
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Xonkra
Gallente
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Posted - 2007.09.12 21:24:00 -
[4]
ibtl
Originally by: Illyria Ambri No matter how you want to say it.. it always sounds like
*frog clearing throat* "Ve zurrendur, dunt schuut"
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Jimer Lins
Gallente Sanctuary
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Posted - 2007.09.12 21:25:00 -
[5]
First, don't post GM communication here. ISD doesn't like that.
Second, wait for a response from the GM, who is probably not out to cause you more pain, but may not have fully understood the situation. If you do not receive a satisfactory response, ask that it be escalated to a Senior GM. As a last resort, email Kieron or Wrangler, but they're extremely busy and may not respond quickly.
Third, be patient.
SEARCh- we find sites for you! |
Tamia Clant
New Dawn Corp New Eden Research
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Posted - 2007.09.12 21:25:00 -
[6]
I can see the GMs point if your account was inactive at the time, but since you say it's currently running on GTCs, his argument really makes no sense as your account is still running over the GTC payment, not on the payment you made with the credit card.
Either way, you can get it to escalate by requesting it through the petition system. (reply on your current petition asking to escalate it) Or at least that's how i think it works.
Looking for queue-free research slots? Click here!
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Dred'Pirate Jesus
Amarr Ministry of War
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Posted - 2007.09.12 21:26:00 -
[7]
I've never had to file a petition once in all the time I've been playing eve so I can't really help you out on this one.. But I'm pretty sure how this thread will escalate..
Originally by: David Hackworth ò If you find yourself in a fair fight, you didn't plan your mission properly.
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Nate D
New Atlantis Tek Corporation The Nexus Alliance
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Posted - 2007.09.12 21:27:00 -
[8]
Yes, just request your petition to be escalated in a reply.
Communications with GMs are not supposed to be posted publicly.
-Nate
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RigelKentaurus
Flying Reblochons Caldari Deep Space Industral
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Posted - 2007.09.12 21:29:00 -
[9]
Isn't Nova a senior GM anyway? I wonder how you can escalate your petition then.
The only thing I think you could do is contacting internal affairs.
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DubanFP
Caldari Four Rings D-L
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Posted - 2007.09.12 21:31:00 -
[10]
Originally by: Nate D Yes, just request your petition to be escalated in a reply.
Communications with GMs are not supposed to be posted publicly.
-Nate
What he said ___________
Desolacer> Who the heck gives YOU the right to ruin it for others buy blowing them up.
Zaqar> CCP |
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TheRealWaldo
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Posted - 2007.09.12 21:35:00 -
[11]
I had a similar issue with billing miss-haps. Took over 6 months to get resolved, but did eventually.
W.
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Kaemonn
Forum Moderator
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Posted - 2007.09.12 21:35:00 -
[12]
You can escalate a petition by asking for it to be. Just reply back and ask for a senior GM.
forum rules | [email protected]| Eve-CCG
Originally by: kieron: off duty You dont have to swallow!
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Ki Tarra
Caldari Ki Tech Industries
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Posted - 2007.09.12 21:36:00 -
[13]
At this point it does not look like escalation is needed. Give the GM a chance to reread your original statement and clearification. If they still do not understand what your request is, try spelling it out using dates.
IE I had paid for my account until Sept X, this unintentional payment extended my account until Oct X, please refund that payment as it was not properly authorized.
If that does not get the results that you want you can ask to have it escalated within the petition. As you say that you are already in contact with GM Nova, you are already talking to one of the more senor GM's.
If after attempting to resolve the issue through the petition fails, then you can try emailing either kieron or interal affairs.
There are some bugs with regards to changing between GTC's and credit card billing so make sure that you have your dates strait.
As a footnote, I am not sure why you needed to enter your credit card details to check the pricing as it is published in the KB, not that it is related to the resolution of your issue.
************************** Ki Tech Industries - Bond Offer |
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