Losing a long time customer.

[Ebaytoon]

As a 10 year FFXI vet and owner of CE 1.0 legacy, I'm ashamed to say this game has become a disgrace. The game itself is decent, I would give it an 8/10 so far and would continue playing, but alas, after 12 hours they still refuse to take my money. I have tried calling, using live chat, and sending tickets. I am either ignored or told it is on my side and I am doing something wrong. 12 hours is plenty of time for them to at least address a problem like this. If you need a week to fix it, well I would be upset, but hey at least you would be informing me, THE PAYING CUSTOMER! I have never seen such shoddy customer service.

To be fair this game has been one fail after another. When no one in beta could log in I told myself, "It's beta, that's what it's for." Then the same errors carried over to live and I looked like an idiot for defending you. Duties were down for 2 days.

Then people couldn't log in. a common problem with mmo's but that also isn't an excuse. You disabled sales, you went cheap on servers, and make people wait 30 minutes to go into a dungeon with a full group.

TLDR- In this age of technology being plagued by technical issues is a terrible business model and one I can't support. I haven't decided if it means I will for sure quit even if this is resolved but I just can't be bothered to deal with your terrible excuse for customer service.

[Myrhn]

Ahm... Goodbye?

[anceru]

Ebaytoon everything you're saying is correct. Unfortunately they do not care. They should, but do not.

[Ebaytoon]

If you really think it's just a "sob story" I suggest you read this from another thread. In this persons case its SE flat our stealing from customers. The Fair Credit Billing Act is federal law, not a sob story.

My conversation with an SE customer service agent via Live Chat. They aren't even worried about this issue.

Agent: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent: While I look over your ticket information, may I have your first name please?
You: *****
Agent: Hi ***** Error 601
Agent: ?
You: Yes
Agent: Ok usually the Square enix service is blocking the card. If you want the quickest resolution i would suggest purchasing a Ultimate pay card and you can use that to get crysta.Or you can wait 24 hours and try the card again.
You: The problem seems to be on your website. I spoke with my bank again and they have informed me that you were payed yesterday for my subscription. I should not be inactive.
Agent: One moment
You: My account and my husbands account are on subscription using the same bank account. Both payments were taken out yesterday at 8AM
Agent: And he has the days on his account and not on yours correct
You: No, we are both showing inactive
Agent: Ok
Agent: one moment
You: We even tried purchasing an Ultimate pay card and crysta, both got an Error 601. So, those do not work either.
You: We set up Automatic Renewal when we purchased Collectors Edition Upgrade.
Agent: Ok the Charges could still be pending and might go through later or might decline im not quite sure what is causing the issue but the best bet if you tried adding the card multiple times the account could be on hold for about 24 hours. so i would try again tomorrow after 1:30pm PST
You: No, the payment is not pending. You were payed.
You: You guys removed our payment information.
You: Reading the forums, there are numerous of people having this same issue.
You: When I spoke with my bank, you have received our payments. So the issue is on your end.
Agent: ok one moment please
Agent: Ok so I had one of my supervisors look at the account and the last charge that we see on the account was august 27th so it could just be waiting to show up on our side i do apologize for the inconvenience
Agent: Are there any different issues I can assist you with right now?
You: I want my account in active service.
Agent: Like I said the Charge may have been put on your bank but on our side we dont show any charge so i would wait till tomorrow and see if itll fix itself is the only thing i could recommend after 48 hours of your charge from the bank please call again and we could check to see if it has updated on our side
You: You guys took two 90 subscription amounts out of my account yesterday at 8am. I should have access to a service you already have been paid for.
You: 90 day*
Agent: Ok again please wait as it hasnt updated on our side so if it hasnt been fixed in 48 hours after the charge please contact us back
You: We have never had this issue before with any other games/service from SE.
You: Fine.

[Malzian]

Yeah a completely broken game we should all just shut up because who cares if you can't subscribe or play?!

Do you realize how stupid you sound?

I question your definition of a 'completely broken game'. The game isn't broken... their customer service sucks.

If you really think it's just a "sob story" I suggest you read this from another thread. In this persons case its SE flat our stealing from customers. The Fair Credit Billing Act is federal law, not a sob story.

Denote... the Fair Credit Billing Act is a federal law..... in the United States. Square-Enix is based in Japan and as-such, only the NA branch would be subject to this law. However, because the NA branch isn't the branch that is actively engaged in billing (The NA branch of SE only provides service), then the billing department of SE is not subject to this law.

[Ebaytoon]

I question your definition of a 'completely broken game'. The game isn't broken... their customer service sucks.

So a large quantity of the player base is unable to play the game. How is that not completely broken?

[Cyrus-Wallace]

That's weird. When I bought the game, they gave my serial code and two months after the charged it on my account, but I had the game meanwhile. I didn't pay for a suscription atm, but I wonder why it works backwards now... I hope I don't experience any issue when I new to renew my sub. Also, I was getting an error message when I tried to buy Crysta.

[Blaste]

Ok I have seen this kind of thing before from another source, they are not "stealing" money, the system was set for automatic renewal, but you have to understand that your payment is no different from anyone elses and is likely backed up with the workload they currently have, my advice, wait a few days, go do something to keep yourself occupied and see if the payment either goes through or drops off from your account, the max time can go to 48 hrs for a payment to drop off on your records, however its odd how your bank never explained this process to you, the money might show has being "taken" out but its merely set aside, if it does drop off your account within 48 hrs then you might end up having to wait an additional 1-2 days for it to post. Usually problems like these are with your cards institution, I know visa can sometimes have difficulties processing online forms of payments from new sources.

[Ebaytoon]

Ok I have seen this kind of thing before from another source, they are not "stealing" money, the system was set for automatic renewal, but you have to understand that your payment is no different from anyone elses and is likely backed up with the workload they currently have, my advice, wait a few days, go do something to keep yourself occupied and see if the payment either goes through or drops off from your account, the max time can go to 48 hrs for a payment to drop off on your records, however its odd how your bank never explained this process to you, the money might show has being "taken" out but its merely set aside, if it does drop off your account within 48 hrs then you might end up having to wait an additional 1-2 days for it to post. Usually problems like these are with your cards institution, I know visa can sometimes have difficulties processing online forms of payments from new sources.

This wasn't me, was taken from a thread full of people having this issue, however, there is a large difference between a "pending charge" and them already taking the money as a confirmed payment.

[Blaste]

This wasn't me, was taken from a thread full of people having this issue, however, there is a large difference between a "pending charge" and them already taking the money as a confirmed payment.

It happens, like I said I would wait a few days to see if it posts, if its declined then wait another 1-2 days after that to make sure the amount posts back to your account, if its accepted then you shouldn't have an issue with future payments. I know when I actually bought the game I had to wait 1-2 days for my order to completely go through, its an annoying process but if you stress over it too much bad things are bound to happen.