GhostRaptor is on holiday from today (Not sure how long for) so it might be wise to PM Palladium for advice as there might not be a red name free to read this post for a couple of days or so.
CoH PvP SG = SuperUnion - Co-Leader - Union/Freedom
CoV PvP VG = Disruption - Co-Leader - Union/Freedom
Global = @Rent & @Rent.
Playgroup are all **** - Global Handle
cheers i'll give it a bash
I think an auto email of a failed payment should have been sent to you. That does not sound like too much of a systems stretch to me and a good suggestion to their billing system.
8 days sounds a long time to wait if a cash payment was made into what I'm assuming is NC Soft's Natwest account, assuming this was in cash. A cheque could take 5 days, plus 1-3 days processing by NC Soft I guess may be reasonable given the likely volumes they have.
Just my views for what they are worth.
@War Man
The Goonies SG Defiant
War Man-Blaster lvl50
Odins Son-Tanker lvl50
War Rock-Troller lvl50
War The Impaler-Scrlvl50
Kleldor War Man-WS
Mind Storm
CoV-Union-War Thorn-Dom
yep cash over the counter into their account.. 1-3 days i can live with but 8 working days.. 10 days later is a bit much.
I just think that for a loyal customer to be banned with no notification and without the opportunity to resolve it without a banning action is just unfair.
What they need is a phone number to call, because e mail support with this company is a farce for anything.
Thats not good at all , i would do what rent said contact a red name on here to see if they can sort it out faster for you.
And not even told why you were banned is well out of order
ye tried that.. unsurprisingly no phone support
its the frustration when you ask someone to help, to get a response that says ... we are closing this as you have an active ticket... but no-ones helping on the active ticket... i think you might actually get further smashing your head against a wall!!
It would be lovely if company's just a had a number to call with some decent people at the other end that aren't forced to follow a script and use their bloody common sense once in a while.
Fat chance of that happening.
CoH customer service sucks, this is normal behaviour.
Personally I think its disgusting that you weren't notified and is a reflection of very bad customer service. I know as I personally am an IT technician in support and customer service so know what standards should roughly be. To universally ban an account with no notification in writing is incredibly bad practice.
The fact this has been ongoing technically for like 3 weeks now, have been paid and haven't still contacted you is not a good reflection on their views of a loyal player of 2 years. The fact they have no other communication method bar their automated responses... well I won't use the words I used when I was told by you on the afforementioned 2nd account as the forums wouldn't allow it. And if I got banned for it who knows how long it'd take to get a human response rather than an auto eh.
I also hope this does get sorted out as it'd be a crying shame for UD and the whole of the redside to lose someone thats a big community oriented player. Lets hope they get their proverbial in gear and resolve this quick eh Katet.
Hey, KaTet.
That's a moderately sucky position to be in. Given that I work in Customer Services myself, I think it might be worth you taking a quick look HERE.
In short you have a statutory (and inalienable) right to expect that the service you have paid for will be carried out in a "reasonable time". The definition of "reasonable" is pretty much "what any reasonable person would expect". So while it might be too much to expect for NC to sort it out inside of three days, I (trying to think reasonably) would expect it to take not more than 1-2 weeks to sort out. (They have to check that payment has been made, they have to ensure funds are cleared, they have to revert your account status to active - each of those steps might take 1-2 days to go through their systems, and the last one might take up to 5.)
The wisdom of Shadowe: Ghostraptor: The Shadowe is wise ...; FFM: Shadowe is no longer wise.
; Techbot_Alpha: Also, what Shadowe said. It seems he is still somewhat wise 
; Bull Throttle: Shadowe was unwise in this instance...; Rock_Powerfist: in this instance Shadowe is wise.; Techbot_Alpha: Shadowe is very wise *nods*; Zortel: *Quotable line about Shadowe being wise goes here.*
This must be really annoying. I hope you get back online soon.
Reading your description I was struck by this:
[ QUOTE ]
"In order to repay your chargeback of the transaction regarding your subscription
[/ QUOTE ]
A chargeback is a refund of a payment that's already been made. It's forced on the vendor (NCSoft) by the credit card company. It's almost always initiated by the customer.
If a chargeback happened then NCSoft would probably think that you deliberately un-subscribed and got a free month of play into the bargain. This might explain why they didn't bother to notify you that your account was banned and why they'd want cash in the bank to re-enable the account.
It sounds like there's been some horrible misunderstanding with PayPal. Did they really demand a chargeback from NCSoft and if so why? If I was you, I'd be asking PayPal what happened with this transaction.
Good luck!
Greetings,
I am checking with customer and billing support right now. I will keep you updated by PM.
FAQ - Support Client - PlayNC
Episode 13
thanks for all the help so far guys,
archie, i looked at the paypal account and could see the payment come back so they are right but i certainly didn't ask for it so maybe they thought i paid 2 by mistake i guess?? i'll look into that
Palladium, thanks for getting someone to actually respond to me... i have spent ages just trying to get someone to look for the payment so i can get in touch with the bank should it not be there
of course now they have come back to me to advise that they dont have the payment... I told them i did this over the counter in a branch so this response could have been with me so much earlier...
Now the problem is i contacted the bank who have confirmed my payment went in on the 8th, they confirmed it was to the sort code and account, under the code they asked me to put it under...
what do i do now...
Now you wait and reread what Shadowe has written. Sound like she is given good advice. In the meanwhile, don't expect to be playing to soon. This is a holiday season after all. Maybe this is the time to do some trials?
yes she did give good advice, but re reading that i should have had this sorted out by now isnt really going to help me. I fully understand they have taken far too long to sort this out, but the facts are the banks saying its with them, theyre are saying its not...
i can't see a way round that! i dont have access to their account, i can only take the banks word for it its there and NC's that its not... who do i trust more... undoubtabley the 2 Natwest staff ive spoken to on separate occasions who found the payment within a minute of talking to them!...
and unfortunately your right... holiday season means i doubt this will be sorted any time soon, lets face it, it took them 9 days to tell me they cant find the payment, (and that was down to Palladium getting in touch with them, if they hadn't im sure id have been waiting longer)
which gives me the only option i have left... lose the sub i paid for december as ive been banned, lose the 20.99 i paid to reactive my account because they cant
a) be bothered to help me, or b) are too incompetent to find a payment,
...and inevitably quit the game because the game support is utterly inept
[ QUOTE ]
Now you wait and reread what Shadowe has written. Sound like she is given good advice. In the meanwhile, don't expect to be playing to soon. This is a holiday season after all. Maybe this is the time to do some trials?
[/ QUOTE ]
Trials?
Now should be the time that someone from NC makes the effort to manually check that his money has been paid by phone, and unblocks his account before they lose another customer down to useless customer service.
[ QUOTE ]
...Shadowe has written. Sound like she is given good advice.
[/ QUOTE ]
[ QUOTE ]
yes she did give good advice...
[/ QUOTE ]
Gender mismatch much? I'm a guy, guys. 
The wisdom of Shadowe: Ghostraptor: The Shadowe is wise ...; FFM: Shadowe is no longer wise.
; Techbot_Alpha: Also, what Shadowe said. It seems he is still somewhat wise ; Bull Throttle: Shadowe was unwise in this instance...; Rock_Powerfist: in this instance Shadowe is wise.; Techbot_Alpha: Shadowe is very wise *nods*; Zortel: *Quotable line about Shadowe being wise goes here.*
[ QUOTE ]
[ QUOTE ]
...Shadowe has written. Sound like she is given good advice.
[/ QUOTE ]
[ QUOTE ]
yes she did give good advice...
[/ QUOTE ]
Gender mismatch much? I'm a guy, guys.
[/ QUOTE ]
They think your avatar looks like a woman. 
my appologies, i just followed grinningspades lead on that one she - retracted
[ QUOTE ]
Now should be the time that someone from NC makes the effort to manually check that his money has been paid by phone, and unblocks his account before they lose another customer down to useless customer service.
[/ QUOTE ]
Agreed. T'is the season to be jolly (tra la la lalala blah blah), even in the NC offices!
KaTet can you get your bank to produce something on paperwork stating that you have paid the funds into the account and then fax this or scan and email it to 'billing support'?
Maybe that is sufficient evidence?
Tidgy
---------------
I am posting on behalf of @ Globey in game and Globey on the boards as his account is currently inactive / banned.
Hey Ka-Tet, i've experienced something similar to you. I got an email from Paypal services on 18/12/08 saying: "On , we attempted to transfer from your bank account, ending in . This transfer was returned by your bank on for the reason below: There was a bank processing error."
However, I don't use Paypal to pay for anything, and i'm not currently active with any of my EU accounts to check if they are banned/unbanned.
Was the e-mail you recieved (if any) similar to this? Hope you get it all sorted out dude!
Globey.
Tidgy_Tigeress - yea think i'll do that although knowing the "customer service" ive had so far i doubt they'd accept the proof as they can't find the payment.... worth a shot though!!
Globey, hey mate - no i never got an email from either NC or paypal, but when i go onto my account i can see it came back!? no idea why! and the only reason i'm able to post on here is cos i have 2 accounts otherwise i'd be banned from here too!! due to the fact that my account status does not allow me on!
I'm just trying to think of any way to sort it out, the only thing ive come to conclude at the moment is that they may be looking for a funds transfer as they keep re-iterating that it can take 2-3 working days to clear (even though its now 9 since payment), a cash payment clears straight away, so maybe they havent looked for a cash deposit?? .. all out of ideas.. and of course they havnt come back to me since yesterday, not much to expect them to reply and treat this as a priority case ?? or is that too much to ask of a customer service department?
Hang in there and hopefully it'll be resolved soon. It could be worse - US customer service perma-bans accounts that do a chargeback on subscription charges.
Defiant 50�s: Generalissimo, Righteous Bob, Splortch, Brutus Cayuga
Union 50's: Chimera Obscura, Diet Anthracite, Grim Proctologist, Puny Little Minion, Raging Bitumen
In Soviet Russia, mission farm you!
on 1st December 2008 i tried to log onto my account to find out it had been banned. I was very shocked as i had received no prior notification, emails, phone calls or any type of warning that such a thing was going to happen
Straight away i contacted COX online support. They replied straight away to collect my account details. I did not hear from them again for another 2 days!!
When they did come back to me i was informed...
"In order to repay your chargeback of the transaction regarding your subscription for ********* we would like you to transfer the following amount:
Subscription for [City of Heroes (Europe)] £ 8.99
Charge back + admin fee £ 12.00"
nowhere was i told why i was banned, or why i was not notified, so again as you would assume, having asked why i was banned previously i asked again. It took another day for someone to come back to me and tell me....
"Your Paypal payment from October 27th has been reversed and thus a chargeback has been made. As you have been able to play for that month, but have not technically paid for it, we would ask you to repay the subscription for that month.
We will unban your account and adjust game time if necessary once your payment has reached us"
I questioned the £12 admin fee only to be told 4 DAYS LATER that it is in the user agreement, T+C's so if i wanted to play again i had to pay!... what can you do... so i paid it.
They asked me to deposit a total of £20.99 into natwest account. I went into a branch and handed the money over a counter in order that the funds cleared that day! this was on Monday 8th December 2008...
My account is still banned, and every time i ask for help from the "customer service team" i get a bog standard copy and paste response that someone is dealing with it. I find it hard to believe that someone is as... if they check for the payment they will see that they have it. They said it would take a couple of working days to clear... they have had 8 working days!!!
I have been playing COX for 2 years, have 2 accounts and spent a lot of time involved in the game and to be frank im treated like this!!
what i dont understand is, fine ive checked and for some reason the payment on the 27th October didnt go through, but on the same day i paid my second account and that did... so it was through no fault of mine that i can see.
Ive since paid for my accounts through paypal again (and subsequently banned once they got it) why didnt they just contact me and ask me to make the payment...
was there any need to ban me, ive been playing for a long time and they banned me with no notification and took 3 days to tell me why.
Any advise would be greatly appreciated on this as, at this juncture ive paid them what they wanted, given them more than enough time to find the payment and activate my account, all they do is ignore my request to view this as a complaint, and offer me no help what-so-ever
Its frustrating having such a good game with very poor customer service such as this... lets face it for a vet to the game im not going to leave because they ask me to repay a sub that didnt go through!! NCsoft have made this a massive issue when in truth all they needed to do was ask me to pay it again... and i would have happily done it.
Any help will be much appreciated, im at the end, if it doesnt get sorted i'll have to leave the game, whilst i dont want to i can't put up with this service!