Credit Card Issues with Mogstation/Online Store

[Dalnariel]

This is getting ridiculous, after waiting almost a week I've gotten no where with the Support Centre, no where with information, and it's getting to a point I'm being put off the game.

Last week, my automatic sub was declined, I contacted the bank to see what was up and they had said that there was no issue on their end it must be a merchant issue. This made sense as there was more than enough money in that particular account to cover the 6 month sub as well as the 7 retainers. To resolve this I went onto Mogstation on the 23 June 2023 around 14:00 (AEST) to process the payment for both 6 months and the retainers. To which I received an error when I would attempt to process the payment. I looked up the 3 different error codes I was receiving and decided to try another card, that didn't work, I called my sister and tried two of her cards and again they didn't work.

Looking at the Support Centre there was mention to check add blocker and VPN as they can mess with the payments etc. Now as I've had these issues in the past with othe merchants, I tend to turn off my VPN when making purchases however I thought it was entirely possible I forgot/I hadnt and the VPN wasnt on.

I thought something might be up with my card so I unregistered the details in my account and re-registered them that went through ok, the preauth amount of 1 euro was taken out. However again I kept receiving errors.

As directed by the website help article thingy when you get error codes I filled out the form on the Support section to see if I can get this resolved. I gave the information in my ticket, I received a response to ticket t23379360:cb6a (27/06/2023 18:47AEST) asking for the codes again, I had sent this along with the screenshots of the multiple error messages I had been receiving and what I had done up until that point.

Today was the last straw, at 18:25 AEST - I receive a response to my ticket saying "Sorry youre getting this error, please follow the article" If the person responding to my ticket had read the information I HAD ALREADY FOLLOWED THIS ARTICLE and now you're circling me back to it without any information as to how this can be resolved.

I'm fed up, I have been patiently waiting for someone to assist me/give me information and now I'm being sent in circles.

I had said in my ticket I had already looked at the article/as well as any half decent CMS system should already note that this query was directed from that particular article.

WHAT DO I NEED TO DO TO GET THIS BLOODY RESOLVED.

I have now tried the self service options this didnt work.

I have now tried following Support Centre to get a resolution and clearly that didn't work because my issue hasn't been read and then they're telling me to go 3 steps back to where I had started.

And then theres the gall to send me a satisfaction survey because they closed the ticket.

This has not been resolved so why is it being closed????

[Votraftur]

Good morning! Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. As account in question is European in region, we advise to contact the continuing your correspondence with the European Support Center.

This thread will be moved to the 'Separate Support Required’ subforum as contact with the Square Enix Support Center is necessary to resolve the issue. Thank you once again for visiting the Final Fantasy XIV Technical Support Forums!