I was billed three times for fifteen dollars?
By
Aggelakis,
Posted on: 2012-03-19 06:54 in ALL ACCESS Gameplay Technical Issues Bugs
You didn't by chance happen to click the button that says "ONLY CLICK ONCE" more than once did you? If not I have no idea what happened and you should definitely have filed a report. I bet they would have no problem giving you a refund.
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I hit it once, for sure. @_@
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Originally Posted by SmegHead
You didn't by chance happen to click the button that says "ONLY CLICK ONCE" more than once did you? If not I have no idea what happened and you should definitely have filed a report. I bet they would have no problem giving you a refund.
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Hie thee to a customer support ticket.
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He means go here, create a support account (or log in if you have one) and then file a support ticket.
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Originally Posted by Zombie Man
Hie thee to a customer support ticket.
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Um. |
Originally Posted by Father Xmas
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Hmmm.
How to put this.
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Originally Posted by westfallen
A few nights ago I bought fifteen dollars worth of paragon points in the market, I only got a single email, and my billing summary only shows one charge, however, When I log into my bank account, it shows three charges of fifteen instead of one!
Did I do something incorrectly here, or did NCSOFT coincidentally charge me more then needed? I already submitted a ticket to the support system, but I felt like a thread was necessary, see if anyone else has had this happen. |
If the game spit out 20 dollar bills people would complain that they weren't sequentially numbered. If they were sequentially numbered people would complain that they weren't random enough.
Black Pebble is my new hero.
1) The name color of the poster suggests "non-VIP", which means "no support".
(Doesn't this look stupid with this problem now? They're essentially laughing in the face of a paying customer by not providing support.)
2) The system sucks.
It needs a confirmation screen after the purchase is selected. That way, you won't ever have the problem of "clicking more than once" because it would just be confirming an order, not ordering another.
I guess the NCsoft/Paragon people never learned how to make a basic sales interface.
(Neither did I, but I know how to, easily, make sure this problem can never happen.)
Good luck westfallen.
Edit:
Call your bank and make them aware of this as well, or PayPal if you used that. They will get on NCsoft's butt to fix it too. They don't like unsatisfied customers.
My 1st question would be, do you have an additional $30 worth of points on your account now?
If you don't have more points than you should, and your NC billing summary shows (1) transaction of $15.00, then the mix-up may very well be on the banks end.
Hope you get a speedy resolution.
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Free and Premium users get support. They simply don't get in-game, live support. They can still utilize a) the email ticketing system and b) the phone system for billing support (no tech support or in-game help phone calls).
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Originally Posted by T_Immortalus
1) The name color of the poster suggests "non-VIP", which means "no support".
(Doesn't this look stupid with this problem now? They're essentially laughing in the face of a paying customer by not providing support.) |
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Originally Posted by Dispari
I don't know why Dink thinks she's not as sexy as Jay was. In 5 posts she's already upstaged his entire career.
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Odd, this isn't the impression I got, but it wouldn't be the first time that the City of heroes team didn't tell us the whole story(even on in game systems).|
Originally Posted by Aggelakis
Free and Premium users get support. They simply don't get in-game, live support. They can still utilize a) the email ticketing system and b) the phone system for billing support (no tech support or in-game help phone calls).
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Also, what is this "live support"? I don't ever remember getting "live support" in game unless it was a simple "mission not completable" or "NPC having a spasm" quick fix issue that they should be fixing for everyone anyway.
Even when I was VIP, even before Freedom, "live support" was a myth to me. I only ever got email support.
Also no, we don't get email support.
If we file a ticket in game and reply to the automated email(because the system is stupidly classifying the issue wrong and the issue needs resolution ASAP), we get another automated email saying, essentially, "we're sorry, but we cannot provide support for this issue, please check our only knowledge base for solutions to common issues", AS IF WE COULD EASILY SOLVE THE PROBLEM!
They don't care about any money except the ones who pay the most, subscribe and cash shop.
And obviously, I've been here long enough to work around even uncommon issues, but the issues I need help with certainly are not fixable on my end, least of all with a stupid FAQ.
So, I stand by my assertion that Premium members get NO SUPPORT.
<shrug> Your assertion flies in the face of established fact.
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You're VIP. Are you premium and trying to get support? No.|
Originally Posted by Ironblade
<shrug> Your assertion flies in the face of established fact.
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Here is a specific response as proof:
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Greetings, Citizen! It’s good to hear from you. Although immediate support is available only to citizens with VIP access, we have worked to make a resource that is available to all with Free and Premium access. For answers to your inquiries, you can search our extensive computer banks at https://support.cityofheroes.com and you can discuss topics with other citizens at http://boards.cityofheroes.com. For information on the benefits of upgrading to the VIP access level, visit the Player Choices page - upgrading is quick and easy. If you like what you see, just log in to your master account, select your game account on the right hand side, and click on the “Upgrade account to VIP” option. Player Choices: https://support.cityofheroes.com/app...tail/a_id/8205 NCsoft master account: https://secure.ncsoft.com/cgi-bin/accountManagement.pl We’ll see you in Paragon City! |
We don't even get "when they feel like it" email support. We get NO SUPPORT and even INCORRECT AUTOMATED SUPPORT!
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Are those facts obvious enough for you now?
This company treats paying customers like crap if they don't pay the maximum(subscribing plus possible cash shop purchases).
It doesn't matter if you spend a hundred dollars per month in the store.
You get no support unless you complain so loudly(like calling them up, getting your bank involved and likely threatening to sue because you didn't get what you paid for that they said you would get) that they would be completely insane to ignore.
That's an absolutely stupid business practice.
I got support on my preemie account (via emails, not via /petition) shortly before Christmas. I haven't played my preemie account for awhile, but I doubt they have changed their policies since then.
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Originally Posted by Dispari
I don't know why Dink thinks she's not as sexy as Jay was. In 5 posts she's already upstaged his entire career.
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This was your problem. I filed a ticket outside of the game via the ask a question page for my premium account and got help that way. My premium account has no access to in-game support or bug filing. You know this. This isn't something that is being hidden from players.
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Originally Posted by T_Immortalus
FYI, that was in response to me sending feedback through the report function in game
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1) the initial report was filed in game under the option "feedback", not a bug of any type.|
Originally Posted by Snow Globe
This was your problem. I filed a ticket outside of the game via the ask a question page for my premium account and got help that way. My premium account has no access to in-game support or bug filing. You know this. This isn't something that is being hidden from players.
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2) They sent an automated email reply(with a specific GM name attached, as if they read it or it reached them at least) or a copy+pasted standard "bug report accepted" email.
3) The quoted response above was after I replied to their automated email.
My reply said "I was just providing feedback. You didn't need to send me a response, and you sent the wrong response anyway. Do you even read these?".
To which I received the above quoted reply, proving that they don't read even emails.
You would think that any email reply to their automated system would put up a red flag that said "possible bigger problem".
Maybe they would then make the automated replies(if they are automated, which I very much hope so) less retarded after seeing this happen.
By the way, I will not say which GM's name was attached to that reply, but there was a GM name attached. That is why I don't know if it was just a poorly designed automated reply or a person who didn't read, which makes them look stupid at the very least.
In November I had a problem. A couple weeks after I bought all the Praetoria Police costume pieces, I noticed they were not available on Huge and Female models. The pants weren't in the costume list period. Not even as a locked unpurchased piece.
I went to https://support.cityofheroes.com/ logged in and sent in a support ticket. For about a week I went back and forth with the support GM with us trying to figure out what the problem is and possible fixes. On their end they were able to see the costume piece and even added a screen shot in the support ticket as evidence. Turned out, for huge characters at least, the Praetoria Police pants were towards the top of the list instead of the bottom in alphabetical order like they were suppose to be. Don't know if this had anything to do with it but they said they may have a solution and were gonna have it possibly fixed in a future patch.
They left the support ticket open and about 2 weeks later, the first or second patch in December, can't remember, PROBLEM SOLVED. And I've never been VIP.
The so-called lack of "premium support" only pertains to in-game support suck as using the in-game support feature to offer feedback, or talk to a live GM/Game developer while playing the game, is available only to VIP players. If you use the "Ask a question" section on the website support interface, support is willing to work with you if you are experiencing a problem, usually if it pertains to an item you purchased from the shop or something that is game breaking. For bugs/feedback they can't do much about, all they can do is pass it on the the right department, and yes tell you to submit feedback on the forums.
The thing about the forums is that they do read it and it gives other players a chance to add their observations and/or admit they too have the same problem. If the problem seems to be wide spread I'm sure they will do something to fix it. Most of the bug fixes/suggestions implemented into the game comes directly from feedback of players on the forums.
Edit: forgot to mention: To the original poster, be patient. From my experience with NC Soft support for over 5 and a half years, it takes on average 3 days to get a response from a person. If they are unwilling to work with you and tell you what happened, call your bank and try to do a chargeback on the extra amount, or tell them you want to dispute a couple of the charges and if needed offer to submit evidence if needed, being a printout of the support ticket as proof they wouldn't help you. But keep in mind that you may have done something wrong and accidently purchased more points then what you thought. Also look at the date on your bank statement of the transactions. Did you by chance make 3 separate purchases on different days?
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hmm.....|
Originally Posted by T_Immortalus
Are those facts obvious enough for you now?
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Originally Posted by Aggelakis
I got support on my preemie account (via emails, not via /petition) shortly before Christmas.
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Originally Posted by monkeyslap
They left the support ticket open and about 2 weeks later, the first or second patch in December, can't remember, PROBLEM SOLVED. And I've never been VIP.
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What it looks like happened, is that you got a less-than-knowledgeable GM. It happens. We've seen cases where two GMs gave directly contradictory answers. But support *IS* available to non-VIPs, no matter how much you claim otherwise.
Paragon City Search And Rescue
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Ok, I went through the web form "ask a question" this time for my newest issue.|
Originally Posted by Ironblade
Imagine that; facts that contradict your 'fact'.
What it looks like happened, is that you got a less-than-knowledgeable GM. It happens. We've seen cases where two GMs gave directly contradictory answers. But support *IS* available to non-VIPs, no matter how much you claim otherwise. |
I happen to see that every report I have made in game gets is listed there with the same reference number system, but it is immediately listed as "closed" like a resolved issue even though it is not resolved.
You would think that, since both methods of reporting issues use the same system in the end, they would contact me through email to resolve an issue.
They don't unless you go through the web form as the first step though.
That is stupid.
And no, the GM wasn't just "less than knowledgeable".
The system was either automated, and should not attach a GM name, or the GM didn't read and intentionally sent an incorrect response, probably because he was an idiot.
Sorry, but I don't see a good explanation for any "confirmation email" if that in game report method is ignored, let alone an incorrect response supposedly from a real person.
If anything, they should have that report function check your account status and tell you to go through the online page, not letting you report from in game if Premium/Free, or just fail to work for anybody but VIPs.
It's another very poorly designed system.
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If I received a response worded like that I'll give you one guess who would just have made it to bottom of the support priorities list. Insulting the person you are trying to ask for help is rarely a good idea.|
Originally Posted by T_Immortalus
3) The quoted response above was after I replied to their automated email.
My reply said "I was just providing feedback. You didn't need to send me a response, and you sent the wrong response anyway. Do you even read these?". To which I received the above quoted reply, proving that they don't read even emails. |
You were just sent a response reminding you that the only support available to non VIPs is to use the form on the support site.
Bug reports will be closed very promptly usually with only the automated email.
Petitions will stay open for a couple of days after the latest update - if there has been no response in that time they will be closed.
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Not at all. As a premium or free player you should be initiating the ticket from the website, not from in the game. Everyone has been informed of this, and you have been directly reminded of this from the GMs.|
Originally Posted by T_Immortalus
You would think that, since both methods of reporting issues use the same system in the end, they would contact me through email to resolve an issue.
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Originally Posted by T_Immortalus
They don't unless you go through the web form as the first step though.
That is stupid. |
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Originally Posted by T_Immortalus
If anything, they should have that report function check your account status and tell you to go through the online page, not letting you report from in game if Premium/Free, or just fail to work for anybody but VIPs.
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Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters
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Actually, I finally got some support through the web form, which was not spelled out or even hinted at within the game, and they told me "you should also report this in game".|
Originally Posted by Snow Globe
While I'll agree that the in-game bug/petition should check your account status before continuing, that doesn't change that you are trying to access the system from a way that is known not to work. You are deliberately trying to access the bug/petition system in-game as a non-subscriber. At which point the fault is yours, not the system, not the GMs.
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Funny, I guess I'm supposed to use both system and repeat myself to actually get help.
Yes, I was told to use the in game report function.
I dont recomend doing a charge back or you account will be perminantly banned I had a friend do that and the account was banned and has been for 3 ish years with many attempts to get it un banned.
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Well if it is NCSoft's, or Paragon Studios', fault then it is fraud, and they're at fault.|
Originally Posted by Psygon_NA
I dont recomend doing a charge back or you account will be perminantly banned I had a friend do that and the account was banned and has been for 3 ish years with many attempts to get it un banned.
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This is why companies need to make absolutely sure that any purchasing/billing systems work absolutely perfectly.
This bug is going to cost them if they don't get it handled ASAP.
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This and the rest of your posts in this thread are an example of you NOT HELPING. The OP has a problem with billing, something none of us players can help with other than directing them to either out of game or phone support.|
Originally Posted by T_Immortalus
Well if it is NCSoft's, or Paragon Studios', fault then it is fraud, and they're at fault.
This is why companies need to make absolutely sure that any purchasing/billing systems work absolutely perfectly. This bug is going to cost them if they don't get it handled ASAP. |
Then you come in ranting about how non-subscribers are getting shafted by NCSoft and the thread derails into an argument between you and other players stating they've never had any of the problems you have seen with support. If anything your posts may be discouraging the OP from staying.
As for the credit card charge back = automatic account lock, well that's NCSoft and MMO industry standard practice since the vast, vast majority of charge backs are because of credit card fraud and not the account owner in dispute with the MMO company over a charge. Disputing the charge should be the last resort, going through support being the first and it's an informative warning to a new player.
Father Xmas - Level 50 Ice/Ice Tanker - Victory
$725 and $1350 parts lists --- My guide to computer components
Tempus unum hominem manet
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My point was that they need to fix the store so that this doesn't happen.|
Originally Posted by Father Xmas
This and the rest of your posts in this thread are an example of you NOT HELPING.
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It's not something that should be "oh just contact support and get it straightened out within a week" when it's real money people may very well NEED.
Yes, he should contact support.
My fraud comment was actually in response to the person who has had an account locked for 3 years.
But, if they don't help the original poster get his money back then they should be brought to court for fraud on account of their shoddy system causing charges that were certainly not made intentionally.
There should never EVER need to be a "don't click more than once" stipulation.
1) You create an order screen where all orders and quantities are located.
2) You create a separate "confirm order" button that does not "repeat the order" as the quantities are tracked elsewhere for verification against the confirmation.
That way you never have to worry about somebody's mouse not working properly(mine sometimes behaves odd), or any other reason for repeat charges.
A few nights ago I bought fifteen dollars worth of paragon points in the market, I only got a single email, and my billing summary only shows one charge, however, When I log into my bank account, it shows three charges of fifteen instead of one!
Did I do something incorrectly here, or did NCSOFT coincidentally charge me more then needed? I already submitted a ticket to the support system, but I felt like a thread was necessary, see if anyone else has had this happen.