Past the five hour mark for GM assistance. "GMs are available 24 hours a day" Hmmm....yeah, nice lie there, SE. Thanks.
Past the five hour mark for GM assistance. "GMs are available 24 hours a day" Hmmm....yeah, nice lie there, SE. Thanks.
I'm so glad I've only had to contact SE support "once" aka countless emails about one issue. I pre-ordered Heavensward (digital version) and the test payment went through just fine. Then comes the day when Se wants the actual payment and I get an email saying payment failed.
1. Email SE support and ask what is going on. Get told bank blocked their payment request and should contact them instead.
2. Call bank and get told there hasn't been any requests for payment.
3. Email SE support again and tell them what the bank CS said. Get told SE will try to get the money again.
4. Get an email saying payment failed.
5. Repeat steps 1-4 several times over the next two weeks.
6. Bank calls and they have finally found out what is going on. SE is trying to charge my card as "Visa business Debit" and my card is Visa Electron.
7. Email SE support and explain the issue. Get told giving false payment info is my fault.
8. Email SE support again and tell them the problem is on their end since the test payment went through fine (so I must have given them the correct info or that wouldn't have happened) every payment failed email lists my card as Visa Electron and the Visa Business Debit isn't even among accepted payment methods on their site so it would have been impossible for me to pick it.
9. Get told it is still my fault and everything on their end is fine.
How did I fix this? I cancelled my order.
Last edited by Naemisa; 07-06-2017 at 04:12 PM.
Do NOT, under any circumstances contest the charge, because SE can and will ban your account for it, and IF you get it unbanned, it will take months of begging, paying them back and possibly even an actual paper-and-snail mail letter of apology to convince them to give you your account back. Don't do this unless you're totally sure you're done and will never want to come back.
That said, are you 100% sure you've met all the requirements for transfering? There are a LOT of things you need to do before you can transfer. I'd suggest reading this list carefully to make sure you didn't miss anything small (Like a Eternal Bond Ceremony invitation in your inventory somewhere) that might be stopping the transfer from going through.
Even if they didn't meet the requirement to transfer (i.e. they failed to demolish a house, etc) it won't let them put the request in. I've transferred once, and had to log back in several times because the site would reject my request to transfer before I paid. There has been a lot of congested and other server issues lately, so I wouldn't be surprised if something on their end failed during the transfer and they don't want to admit at fault.
Weird, when my Delivery Moogle Plush did not have any code, the French SE boutique sent me a code within a week. Though, several people on the French forum reported the issue and the guy on the phone was not surprised when I told him the problem with the plush.
It's very possible it's an actual technical issue on SE's part, I'm just trying to help TC ensure he's got everything in order on HIS side of things, just in case.Even if they didn't meet the requirement to transfer (i.e. they failed to demolish a house, etc) it won't let them put the request in. I've transferred once, and had to log back in several times because the site would reject my request to transfer before I paid. There has been a lot of congested and other server issues lately, so I wouldn't be surprised if something on their end failed during the transfer and they don't want to admit at fault.
I feel sorry for the OP. This kind of treatment towards customers is inexcusable. Having technical issues is one thing but charging a customer twice for a service they didn't receive and ignoring their attempts to resolve the issue is shameful.
We should make a Customer Service Megathread to discuss these issues and also the good encounters. Well done CS should be commended. Problematic parts of CS should be exposed and this would discourage new players from blindly trusting Square Enix with their money since apparently getting a product in return is not the standard these days. Maybe a poll or two and an unbiased piece of journalism would help as well. I only want some truthful information out there so fellow consumers know what to expect when dealing with Square Enix, both in good and bad.
And don't think the purpose of this post is to bring harm to the company. If any negative publicity followed then that would be the fault of SE themselves, wouldn't it?
Thanks for your advice Lukha, unfortunately I went through that list with a fine toothed comb before I even tried to transfer (I'm rather paranoid about such things).
As for the situation, I suppose I'll try the live support chat today after a meeting I have to attend. The sad part is it's not just me with this issue; my little sister is experiencing the exact same thing, and she too is being given the cold shoulder. We can't even play the game, because if you're logged on while they do the transfer, it can botch it up. So in summary....we're paying a subscription for a game we can't play because Square Enix is basically holding us hostage, we payed for a service that was never rendered (twice in my case), and they're just....ignoring the issue. Completely.
...I've been a supporter of this game from the closed beta of 1.0. I have enjoyed the time I've spent within this game and with my friends (which is why I even bothered to switch servers in the first place)...but how much am I supposed to take?
Yeah if you are done with the game and want to stick it to the company. SE has also had a problem with charge backs in the past. But if you want to play after screwing them over its new account time.
Well, little update on the situation. Due to a friend getting in contact with live chat support (thanks bud), supposedly their support center can not do anything about the situation; it has to be done by a GM. Ironically, the next thing they told him was that the GMs might not answer your report. Considering I waited six hours in game last night/this morning for a GM, I believe it. So here I am in game again, just sitting here after submitting another report.
This one had a few hints in it that legally, I fulfilled my part of the contract while they have not delivered on their part. Twice. Maybe money will get them moving?
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