There is no 800 number. All there is is a 512 area code number. Like the rest of billing and account support, it is only available from noon to 5 PM Central time Monday through Friday. It has been a while since I've had to call them, but the number I have written down here is (512) 225-6359. I have no idea if that number has changed. I can't find it on the support site anywhere.
Similarly, the Live Help tab from the support site for account, billing and technical support issues is only available Monday through Friday. It is also only available from Noon to 5 PM Central on Monday through Thursday but noon to 3:30 PM on Friday.
You may also want to send members of the OCR team a PM with a link to this post asking if they can help get your question answered about the 6+1 deal. Hit Streak, Freitag and Zwillingtohelpeveryone would be the ones I'd try.
I'd actually try to ask Black Pebble but he has PM's disabled the last time I looked.
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.
Edit: Well, the below is largely irrelevant if the number Texas has still works. I hope it does, but in case it doesn't I'll leave up what I started typing before he totally scooped me with better info than I had.
Double Edit: I doubt I'd try hitting up via PMs the Devs, and Brand Managers, and PR types, and Programmers, and Story Writers, etc for a billing issue, but I could be wrong. Also, one of the folks Texas mentioned might actually be a billing type person, but I don't think so.
I don't recall ever seeing a number. That said, I haven't really ever looked for one.
As I can see, you have 2 options if you want to talk to them directly, as opposed to via email, and can't find a number.
1) Send in a ticket int he normal fashion, with your contact info (and best time) and the info that you with to discuss in live, real time, a credit card/billing issue. Make sure to give a little lead time, as it'll have to bounce around a bit between GM and techs before it ends up in the laps of a billing type, most likely.
2) Call your credit card company, and have them contact NCSoft, or whomever the billing shows up through. VISA or whomever has to have contact info from any company running their cards so that they can inform the companies in cases of a dispute of some sort (and probably for other reasons, too, but disputes happened to spring to mind, first). Not saying NCSoft is one of them, but many companies may not want to have to talk to their costumers, but they don't dare ignore VISA or MASTERCARD, or any of the other biggie credit card groups for fear of losing the ability to accept payment via that vector. It's very possible that whomever you speak with at your CC company will be able to 3way call in NCSoft with you on the line so that you can discuss your issue with a witness/moderator right there.
Personally, I'd do #1 first, then #2. I'd always give a company a chance to provide the proper type of service a billing issue demands.
I considered PMing Zwil, but wasn't sure if I'd be able to with my now nonVIP status.
I also noticed that the live chat function didn't seem to be functioning... though I didn't see a time frame posted.
Thanks for the info.... guess I'll have to get a jump on it tomorrow.
My fear is, now that this has been dragged out for a few days, that the "deal" will be considered off.
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Don�t say things. What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson |
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Since billing and account support are only available during the times I listed above, it would be rather useless to contact the credit card company to try to have them conference in NCSoft account support. Also, they may flag it as a dispute and cause the account to get perma-banned or the NCSoft people they contact may mistakenly assume it's being handled as a disputed charge and perma-ban the account. We don't want that happening here. We've already lost one hottie on Justice due to that.|
Originally Posted by Madadh
2) Call your credit card company, and have them contact NCSoft, or whomever the billing shows up through. VISA or whomever has to have contact info from any company running their cards so that they can inform the companies in cases of a dispute of some sort (and probably for other reasons, too, but disputes happened to spring to mind, first). Not saying NCSoft is one of them, but many companies may not want to have to talk to their costumers, but they don't dare ignore VISA or MASTERCARD, or any of the other biggie credit card groups for fear of losing the ability to accept payment via that vector. It's very possible that whomever you speak with at your CC company will be able to 3way call in NCSoft with you on the line so that you can discuss your issue with a witness/moderator right there. |
I'd recommend the Live Help tab tomorrow or the phone number I listed (they seem to be preferring the Live Help tab now to phone calls, this is likely why they removed the number from all of the support pages). It would likely still be helpful to contact one of the OCR folks to provide what help they can.
I'm guessing that whoever was handling the ticket didn't directly have an answer about the 6+1 in this case and had to ask someone. Since the person they have to ask is in Account or Billing Support, they may not be on the same shifts and may be still waiting to get a response from them.
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.
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D'oh, forgot that you can't PM. I'll do the PM for you.|
Originally Posted by Impish Kat
I considered PMing Zwil, but wasn't sure if I'd be able to with my now nonVIP status.
I also noticed that the live chat function didn't seem to be functioning... though I didn't see a time frame posted. Thanks for the info.... guess I'll have to get a jump on it tomorrow. My fear is, now that this has been dragged out for a few days, that the "deal" will be considered off. |
If they try to say the deal is off make sure you remind them that you filed a support ticket immediately and have asked for information that they delayed sending you an answer to.
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.
PM sent.
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.
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Y'know, at first I thought the same thing. Except that, when I asked the question for the second time (in the 4th e-mail), they responded with an exact copy-pasta of their previous reply. I thought that was kinda rude (and yes, it was the same person who did it). So, it's been 24 hrs since I sent them 2 more notes on the question.... That tells me that someone is intentionally shelving my ticket. |
Originally Posted by Texas Justice
I'm guessing that whoever was handling the ticket didn't directly have an answer about the 6+1 in this case and had to ask someone. Since the person they have to ask is in Account or Billing Support, they may not be on the same shifts and may be still waiting to get a response from them.
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ETA: Just checked, and I cannot PM anyone on the forums with my current status.... Thanks, TJ
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Don�t say things. What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson |
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I don't think I ever stated anywhere for it to be tried during hours when they were closed. I considered it pretty obvious that you should try to contact them during hours when they have people in the office. I'll admit, though, that I didn't spell that out directly. Perhaps foolish of me, but I generally give people some benefit of the doubt on the common sense front.|
Originally Posted by Texas Justice
Since billing and account support are only available during the times I listed above, it would be rather useless to contact the credit card company to try to have them conference in NCSoft account support. Also, they may flag it as a dispute and cause the account to get perma-banned or the NCSoft people they contact may mistakenly assume it's being handled as a disputed charge and perma-ban the account. We don't want that happening here. We've already lost one hottie on Justice due to that.
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And, again, perhaps foolish of me, but I've had generally good experience with NCSoft, so I'd not assume that they flag it as a dispute, unless you actually told the card company you were disputing the charge, or something of that nature. Which again isn't what I advised, or even implied. I just implied that you utilize them as a resource. I'd give NCSoft the benefit of the doubt that they'd not go all irrational and tell someone trying to give them money that their business isn't welcome anymore for no good reason. And I also was giving the OP the benefit of the doubt that they wouldn't take my advice and then add liberal amounts of embellishments.
It's sad that people think so little of their fellow forumites common sense, and of NCSofts business practices that this is the default position of some people.
@OP, regardless, I hope you get it resolved.
I've had mostly good dealings with NCSoft support, and my interaction with Billing and Account support the one issue I dealt with them over was extremely positive.
But I've just seen too many of the NCSoft support staff reply inappropriately to support tickets, not fully pay attention to what was being said or making other mistakes. Some of these I've seen as posts made by other players, sometimes it's been in posts on other sites where the actual responses were posted and a small handful have been direct dealings with support.
I'd just hate for her to have her account perma-banned because someone wasn't paying enough attention to what was actually said and misinterpret it as being a disputed charge.
Given that some of their Support people haven't fully paid attention to the actual issue or what was said in the past I don't think it is unreasonable to think it could happen here.
It's possible that if the credit card company was contacted and they tried to set up a time to do a conference call when Billing and Account support is open that the person they initially contacted could misinterpret it as a disputed charge. I just think it's better to try to eliminate as many possible misinterpretations as possible.
Edit: I can't put much stock in common sense anymore. I see too many instances of common sense not being used daily. As for NCSoft's business practices, well, I've been a supporter of the company and of the game for over 8 years. I still trust them enough to give them my money in annual payments. I base all of my previous comments on past experiences, both personal and from people I trust, with some of the support staff members.
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.
Fair enough. I don't think it as likely, personally, as being struck by lightning. But I can't show ya numbers, obviously.
But...
One thing people in billing in all companies tend to have in common, throughout the world, is that getting money trumps telling people we never want you money again. And one thing talking to a rep from a company that controls a good deal of your revenue stream tends to do is focus your attention a bit more than it might be focused when dealing with an 'ordinary' customer. These two factors combined to make think this was good advice for the OP, and I still do. Assuming a direct phone call doesn't do the trick, or can't be achieved for some reason, like I said before.
That said, I guess it is, at least a very slim chance, if nothing else, and the OP has to weigh their perceived risks vs. rewards and make their own call.
lol... It wouldn't do me any good to try and address it through M/C, since I'm not exactly disputing a charge, but am rather inquiring what I will be getting for the next charge.
In other words, "Here! I have money! But please tell me what I'll be getting for it."
Really, it's that simple.
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Don�t say things. What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson |
YUMMY Low-Hanging Fruit for BASE LUV
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I don't think it's as likely as being run over by a bus, but I've been through that and it's not something I'd want someone else to chance.|
Originally Posted by Madadh
Fair enough. I don't think it as likely, personally, as being struck by lightning. But I can't show ya numbers, obviously.
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Oddly, there are more cases of that happening than one might think.
/shrug
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.
I miss VIP Impish Kat already.
It must be Rangle's fault.
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Some of the first/second line support staff are not always as helpful as they could be. The good news is, all you need to do is ask politely for the issue to be escalated to a more senior GM. That's always worked out well for me -- either I've had the problem fixed, or at least I've got a sensible explanation of why it can't be.
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Originally Posted by Impish Kat
Y'know, at first I thought the same thing. Except that, when I asked the question for the second time (in the 4th e-mail), they responded with an exact copy-pasta of their previous reply. I thought that was kinda rude (and yes, it was the same person who did it). So, it's been 24 hrs since I sent them 2 more notes on the question.... That tells me that someone is intentionally shelving my ticket.
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Arc#314490: Zombie Ninja Pirates!
Defiant @Grouchybeast
Death is part of my attack chain.
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I'm very sorry. I didn't explain myself very well, it seems. |
Originally Posted by Impish Kat
lol... It wouldn't do me any good to try and address it through M/C, since I'm not exactly disputing a charge, but am rather inquiring what I will be getting for the next charge.
In other words, "Here! I have money! But please tell me what I'll be getting for it." Really, it's that simple. . |
In order for any company to be able to process a credit card, they must have a vendor account with that credit card company. It's fairly critical for most businesses that do a large percentage of their business via cards that the credit card companies be able to contact them if there is any problems. This is not limited to customer's disputing a charge. The business that takes the cards will want to ensure than things go smoothly on this front, as failure to do so may mean a lot more than missing one payment, it might mean missing ALL payments from that card company. IE, if VISA wanted to call 'Small Business X' and say that there is some weird problem with business X's account, and business X didn't answer the phone, they might not get hundreds of billings processed in a timely manner.
Now, Biz X might not hand out phone numbers to customers, but the credit card companies they deal with almost guaranteed have a way to reach someone in Biz X's billing department.
The upshot of this is, if you can't get a company you do credit card business with on the phone for some reason, the credit cards companies, who work for you, too, are often willing to use their contact options for you (they might not give out their numbers, but then again, they might) but at the very least they are usually quite willing to help 2 of their customers that they can verify already have business dealings with each other by acting as an intermediary for the purposes of putting these two groups in touch with each other. If you are honest with the card company, and tell them that you are not disputing anything, but have a billing related question, but can't seem to get someone on the phone, then there should be no problem.
I'm not saying that you will have to resort to this with NCSoft since Texas has provided a number for them.. I'm certainly not suggesting it as a first step. But if you can't get emails answered, and can't get a live person on the phone who deals with billing issues, at ANY company, and you have done credit card business with them, going to the card company is an option, and does not require a dispute to make use of this resource.
Hope that clarifies things a bit.
Thanks for the help guys.
I called the phone number, and it is apparently only being used for disputed charges.
So, I logged into the Live Chat.
After a little explaining (Lucy!), the GM escalated me to the next level.
Someone ahead of me must've had a doozie of a problem, 'cause it was a considerable wait.
But it was worth it.
After I explained that they had simply beat me to the punch on the charge, he graciously waited online for me to re-sub, and added the extra month manually.
Kudos to both reps who helped me today.
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Don�t say things. What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson |
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(hugs)|
Originally Posted by Forbin_Project
I miss VIP Impish Kat already. It must be Rangle's fault. |
Now, now... everything's back to normal. It's all good.
And of course it was Rangle's fault.
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Don�t say things. What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson |
YUMMY Low-Hanging Fruit for BASE LUV
Eh hem. It was certainly not my fault, nor a Rangle Plot by any means.
Glad you got this issue solved...
Throwing darts at the board to see if something sticks.....
Come show your resolve and fight my brute!
Tanks: Gauntlet, the streak breaker and you!
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Originally Posted by PapaSlade
Rangle's right....this is fun.
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Originally Posted by Impish Kat
(hugs)
Now, now... everything's back to normal. It's all good. And of course it was Rangle's fault. |
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Originally Posted by Rangle M. Down
Eh hem. It was certainly not my fault, nor a Rangle Plot by any means.
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Riiiight. And I bet you want us to believe you had nothing to do with this either.
I'm glad you got it resolved with the additional month as it should have been.
It's good to see the goldenrod colored name again.
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.
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Very glad to hear it was resolved. And extra happy to hear that it was, all-in-all, a positive experience, and not a great big PITA.
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Originally Posted by Impish Kat
Thanks for the help guys.
I called the phone number, and it is apparently only being used for disputed charges. So, I logged into the Live Chat. After a little explaining (Lucy!), the GM escalated me to the next level. Someone ahead of me must've had a doozie of a problem, 'cause it was a considerable wait. But it was worth it. After I explained that they had simply beat me to the punch on the charge, he graciously waited online for me to re-sub, and added the extra month manually. Kudos to both reps who helped me today. . |
So here I am, hanging out in limbo, waiting for CS to answer a question before I re-subscribe.
Here's the story...
- Nov. 14, I re-subbed for 6 months.
- Nov. 28, I signed up for the 6 +1 holiday special. I was notified that it would go into effect on May 14. cool.
- Fast forward to Monday... May 14. I'm thinking all morning, "there's something I need to do." Then I remember that since our little road trip for the Player Summit put a sizable dent in my ccard, I need to make a payment to it. So I do this at about 12:30-ish, and go along my merry way.
- 'Round about 4-ish, I finally get around to checking my e-mail for the day. Imagine my surprise when I see a notice saying my account had expired. I think it's a mistake, because when I made my ccard payment, I requested my available balance, and I know there is enough to cover the subscription.
- Just to cover my bases, I check my NCSoft account. And I discover that my ccard info is missing! This is a card that has been attached to my account for nearly 5 years.
- So I send in a ticket. In it, I mention that a) I don't know what happened to my ccard info on my account, b) I don't know why my account has been expired, c) what happens to the 6+1 special I signed up for?
- Now, it took a little repetitious back and forth, but I came to the conclusion that NCSoft apparently tried to process the subscription charge a mere 20-30 minutes before I made my ccard payment. So it simply came down to a matter of timing. I can certainly re-subscribe, but there remains the last question...
- Will I get the 6+1 special that I signed up for in November?
Apparently, CS does not want to answer that last question, as they have not responded to the last two e-mails I sent (within the last 24+ hours).So... who do I call?
I checked the NCSoft Support pages, and the phone option does not seem to be in evidence. Maybe I'm looking in the wrong spot, but I seriously could not find an 800 number or anything along those lines.
Does anyone know what's up with that?
What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary. - R.W. Emerson
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