Fan Fest Pre-Order Charged Even Though it was Cancelled

[sashi_honeybear]

WELL I just received a notification that my order is processed after attempting to cancel my order (which I couldn’t confirm went through) and as a workaround, change payment method to a card that would decline this payment just in case it didn’t cancel (which I received an error). I also sent a help ticket yesterday providing all the screenshots and information.


-In the confirmation email from today, it provides this email address, storesupport@square-enix.com, to write to if there are any issues. I’ve tried twice to forward my help ticket info so they can see I attempted to cancel and I can’t even do that bc THE EMAIL DOESN’T EXIST.



**Did anyone else experience the same issue when following up with the confirmation email today?**

[ExKage]

I replied to your post on reddit. Try this email instead. storesupport@us.square-enix.com

I've been trying to get issues resolved since October 4. Except I'm worse off now than before when I wanted to change my payment info because bank sent me new card.

I don't even know if my pre-order is going to be processed and they even closed my initial support request after no resolution.

I'm going to end up in Las Vegas in 2 Weeks with a giant sign saying they lost $700+ in merchandise sales because their merchandise store front is useless at this rate.

[sashi_honeybear]

Oh! I saw your thread and am surprised it didn’t get any feedback from the forum mod team since you posted a few weeks ago.

I just got an email from another email address that was not listed on any site asking me for my order info and previous help tickets. Maybe this will help- support_na_ol@square-enix.com

[sashi_honeybear]

Still no update. I’m checking to confirm my email was received. My dog currently going through right sided heart failure and I need the funds back in my account ASAP so I can pay for her treatment. Could you please provide an update and ETA on when the process for refund will be complete? I can’t take her to see her specialist tomorrow without the funds in my account. This is urgent.

My only other option is to do a chargeback because I need these funds. I’m afraid I will lose my 3yrs account bc of the chargeback but at this point I don’t care because my dog’s life is in danger.

[Luxpheras]

Greetings,

If anyone experienced difficulty in cancelling their pre-order and needs to have their purchase refunded, please contact the Square Enix Store team at storesupport@us.square-enix.com and they'll be able to assist you, even after the order has been debited. We sincerely apologize for the frustration this has caused.