Hey guys, don't get married.

[Cutriss]

Chat
Status: Disconnected
Agent Daniel W: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Daniel W: While I look over your ticket information, may I have your first name please?
You: My name is Drew
Agent Daniel W: Hi Drew, so it looks like you are getting an authorization error. Is that about right?
You: Yes.
Agent Daniel W: Have you tried adding Crysta to the account with UltimatePay?
You: Well, that's the thing - I'm on Crysta now, and I've learned last week that if I keep using Crysta, I won't be able to purchase additional retainers *and* pay for a 6-month subscription, because that would cost more than the 10k Crystal limit
You: I paid for my first six months with Crysta
Agent Daniel W: Ok, well I do not have a way to get your card to work. I am sorry.
You: I suspect there might be an issue because the name on my account is "Drew" but the name on my card is "Andrew" and I'm wondering if this is causing the authorization failure
Agent Daniel W: Could be.
Agent Daniel W: If you are receiving an error 601 or error 401 when attempting to update your payment method, then there is an issue where the financial institution is declining the authorization attempt. Unfortunately as SQUARE ENIX is not the financial institution, we are not provided with any information as to why the authorization was declined, only that it was.
You: Yeah, uh, that's great but the bank doesn't think I've had any authorization failures
You: I've tried it with two different cards, and in both cases, the bank says they don't see a problem
You: How difficult would it be to get my account updated to say "Andrew" instead of "Drew"? Am I going to have to do all that identity proof business for something that small?
Agent Daniel W: I believe it.
Agent Daniel W: So what kind of card is it?
Agent Daniel W: Visa?
Agent Daniel W: MasterCard?
You: One was Discover, the other was a Bank of America Mastercard
Agent Daniel W: You should contact Discover or Mastercard.
Agent Daniel W: That is the company that handles the transaction.
You: I did
Agent Daniel W: Not Bank of America. Mastercard?
You: Okay, you've got me there, I didn't call "MasterCard". But still, I did call Discover and that is my preferred method of payment and they said they showed no attempts to authorize a payment.
Agent Daniel W: They have told other users that there is an issue with some security feature.
You: They = MasterCard?
Agent Daniel W: I am just trying to help. Are you in the US?
Agent Daniel W: Yes.
You: Yes
You: I am in the US
Agent Daniel W: Sometimes when people are overseas with a US address it will be blocked.
Agent Daniel W: Or could be because of reocurring autobilling.
You: So, what would I need to do to get my name updated on my account so that I could try that instead?
Agent Daniel W: It is actually not possible to change the name on the account. You would have to make another account.
You: So, philosophical question then - if the name on the account is being used to obtain an authorization, and I get married and change my name, then does that mean I can't use a credit card for paying anymore?
Agent Daniel W: I can not say. It could I imagine.
You: Welp.
Agent Daniel W: I am sorry.
You: Yeah, I know it's not your fault
Agent Daniel W: When we say "we are not provided with any information as to why the authorization was declined, only that it was." that is the honest truth.
You: Yeah, but then the merchant processor becomes a black box with no way to fix it
You: That's the real problem
Agent Daniel W: Yes, usually Crysta solves it, but you have brought up some new issues with regards to the retainers and what not. I do apologize. Are there any different issues I can assist you with right now?
You: Nope, thanks for your time. I don't guess there's any way to escalate this other than post on the official forums and pray for someone to read it.
Agent Daniel W: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Daniel W has disconnected.
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tl;dr - SE customer service blows when dealing with billing

[Zwipe]

Call B of A, they may be able to get it to clear on their end.

[Cutriss]

Call B of A, they may be able to get it to clear on their end.

I did. Apparently that's not good enough though, I have to call MasterCard. Which I'm sure handles customer service issues on behalf of their issuing banks all the time.

[Cutriss]

For the record, my wife (whose account name matches her card name, and the CC# is the same) updated payment info without issue, so it's definitely a name-mismatch problem.

[DragonFlyy]

For the record, my wife (whose account name matches her card name, and the CC# is the same) updated payment info without issue, so it's definitely a name-mismatch problem.

Must be with only some banks then, because I use my CC on my wifes account. Obviously the names on the accounts are different but it lets my Credit Card be used on her account every month.

[Sove92]

The only thing SE could do there is make it possible to change name on account, but account selling could be why it is that way. Or raise the Crysta cap. Credit card being declined is, as the rep says, something they can't help with.

[Swishytail]

This could have all been avoided if your name wasn't Andrew.

I joke. Don't hurt me. x.x

[kimoi]

tl;dr - SE customer service blows when dealing with billing

It's the worst. It's the only company that refuses to take my money. I have tried three different cards, but I am somehow autoblocked in the system. It's ridiculous how they always blame it on the bank despite the bank saying it never came through, as you yourself found out when contacting yours.

If they are truly the most clueless when something gets declined, they need to look into GlobalCollect or whatever system they use. Its auto-fraud detection is set way too high. Like who cares if "people are overseas with a US address"? We live in a global society.

[Elim]

Sorry dumb question here... but Crysta has a limit? Does it have a limit of how much you can have at one time(like 10k a month), or is 10k the absolute amount of Crysta you can buy ever?

I googled the page about the limit but..."A total of 10,000 Crysta ($100) can be added to a single Square Enix account." Is kind of vague, at least in my opinion.

I just started using Crysta so this kind of worries me.

[Cutriss]

I read someone else's account in one of the support boards indicating that you can have no more than 10,000 Crysta in your account at any given time. Not a "lifetime limit", just at one instant.