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Doesn't PWE want our subscription money?
danteandersen
Posts: 103 Arc User
I have several friends who have had recurring subscriptions cancelled, forcing their accounts into Silver accounts. They were set as recurring subscriptions and then, even though they more than had enough money in their banks, PWE cancelled them. One person tried starting the recurring sub up again, paying for a month, then two weeks later PWE set their account to Silver once again.
People are getting upset; they actually want to pay for Gold subs and PWE keeps saying "No", even though they paid for a month of Gold and only got two weeks. This is a public relations and (more importantly) a LEGAL issue that needs to be dealt with ASAP.
-END OF LINE
People are getting upset; they actually want to pay for Gold subs and PWE keeps saying "No", even though they paid for a month of Gold and only got two weeks. This is a public relations and (more importantly) a LEGAL issue that needs to be dealt with ASAP.
-END OF LINE
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Well by definition silver brings in alot more money. An item that is free for gold purchased by a silver player usually cost about nearly a month sub for that one item.
But seriously, that is an issue they been having lately. I think they are looking into it, or it would behoove them to be looking for a fix because sometimes Gold players also spend beyond their monthly subscription and is usually buying gold sub because they dont want to be silver account. But if they cant be gold, they probably wont spend money while being silver.
Take it up on incompetence.
Just keep trying with Customer Service and tell them that they are trying to bill you without using your CW number. Your bank had discovered and confirmed that the issue is on their end for not sending that number.
That is how it works around here. All of their systems are perfect, flawless, and never ever in the possibilites of possibility be something wrong they did on their end.
After the sale, Cryptic announces 'Project X' being made....
:rolleyes:
And playing by myself since Aug 2009
Godtier: Lifetime Subscriber
wtf? you shaved.
RIP Caine
Part of the problem since December, 2012.
CW? you mean the C V V number also knowin as those 3 numbers on the back?
That would only be a issue if there using a recurring card payment (at least in the uk any ways) as the CVV is not used for direct debits. and if the issue is with recurring card payments then you would need to update the card details every time you got a new card as at some point the bank will validate the details and if there wrong knock it back (happened with my comic sub never updated the card details and 6 months after getting a new card I got a email from the shop saying my card details had been refused only issue with the details was a different valid from/to dates)
What can be a issue is if details don't match exactly what the bank expects somthing as simple as having the name on teh account be J. Smith but the name used to set up the DD be J Smith can cause the banks to have a fit I worked in a call centre dealing with customers bills and a good 50% of the calls were in some way related to the bank screwing up the DD and then passing the flack on to us
So before we all start blaming cryptic incompetence don't be so quick to rule out a bank screw up or even just entering your own details wrong and it finally being picked up.
I would say hope you get a good CSA on the perfect world/cryptic side who will go the full mile and investigate everything but well we all know the sorry state of the customer services department
This would look like the problem was on the other end, because it was probably being rejected by the customers' banks, even though the actual problem is on PW's end.
Part of the problem since December, 2012.
If I remember correctly there are 2 versions of recuring card payments the type where you just hand over your card details and they charge your card useing those details every month (or what ever) and then the type where it more like a DD (and in some ways more strict) where the company request a fixed amount from teh card and this gets authorised. 2nd methods not all that common most places use the first.
if it is cryptic not requesting with the correct details then yes blams with cryptic but when it fails the appropriate error will be returned I forget what they are as I've forgotten 90% of my billing training but it should be fairly obvious to who ever on the cryptic end looks at it.
In the meantime, if you had nine days or so of Gold before it reverted back to Silver, I strongly recommend that you check the status of the charge. It's very likely that the payment for some reason didn't get through.
And this is what PWE's customer support is claiming and probably would be the case if it was like only one or two of us experiencing the problem.
Thing is, there's actually a whole bunch of us experiencing the problem. There's multiple threads here about the issue covering multiple posters and there's a big thread over in STO about it also covering multiple posters... so which seems more likely to you: That there's something wrong with all of our banks and cards or something wrong with PWE's subscription system?
Remember, the simplest explanation is the most likely and I think a "problem with all of our banks and cards" would require a very complex explanation.
Pardon me but this isn't very reassuring. I mean what's next? Are Lifetime memberships going to disappear? Are we all going to be reverted to level 1's? The precedent of this, even if fixed creates low consumer confidence, which is an uphill struggle to restore.
TrailTurtle, I'm sorry but this should NOT happen for an internet business. Period. Inexcusable. Think of it from a customer's point of view? Or even potential customers when they hear people complaining of this (and trust me there's been some screaming by a few people in Zone chat already on a regular daily basis).
*shakes head in disappointment and sighs*
I hope this gets sorted out soon for those having an issue with it. There was an issue with payments of Visa Gift Cards, but this seems unrelated to that.
PS: There's also a bug with the Void archetype's defenses (and possibly Lifedrain was nerfed? Seems to be) and the Boomerang Cone power that needs immediate fixing
Consolidate the currencies! (Please!)
Does your Champion have a theme song? (share it!)
Got a funny in-game screenshot? (share it!)
Please fix the Overdrive energy unlock! (Should help promote thematic build diversity!)
Well, THAT escalated rapidly, didn't it?
This issue is kind of silly, though. I guess PWE is like NCSoft and has money-phobia.
Now, I'm glad I'm not on any kind of payment plan. If I do go Gold, it'll either be a month by month or lifetime deal.
Part of the problem since December, 2012.
Interesting to see this is happening to others, but the reason doesn't seem to be the same for everyone else.
The fact that this is STILL A PROBLEM shows that.
This is absolutely ridiculous at this point.
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This is pathetic and sad. Not just this current issue, but their entire handling of this game. It's been one long, slow comedy fall down the stairs since launch.
--Part 1: Spells and Coin (NW-DHM3XQVQK)
--Part 2: A Blind Eye (NW-DI3QTHZGJ)
--Part 3: Dodo's Dinner (NW-DHPA8O253)
-One Shots
--The Wizard of Eldeur (NW-DRKQNE4S7)
(Assuming that they're not facing the same problems)
They aren't. Since this issue only seems to be affecting subscriptions, not Zen purchases, only CO and STO should be impacted.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
It still feels like it.
@dr490nbr347hi / Playing since January 25, '11
Display normal Internet behavior. Come and make fun (yes, make fun) of my PRIMUS page.
@flamingbunnyman in game. Formerly @Roderick in City of Heroes.
This is a priority, and we are investigating it, and we'll have a resolution as soon as possible. If you have any additional details that can help us debug this, please, post them here or send them in.
yeah. But it dont help when the tech support people that respond, IF they respond at all, immediately blame it as user error, or bank error and dont bother or at least give no indication of they are or will investigate.
It's like the only they want to do is blame it on the player doing somethign wrong and close the ticket and that's it.
That really dont build confidence in putting in a ticket or tech support and when I say tech support I'm talking about the customer service and ticket response team in general.
But it's nice to hear from someone that they are indeed looking into this matter and you trailturtle, seem to be doing more than tech support is doing. Sometimes a simple message like the one quoted above can put the mind at ease and let the players know they are looking into it for real. And if I'm not mistaken you are a Community Manager out of all things and seem to give more information about bugs and stuff that go wrong than the people that are the so called tech support. Although I wouldnt want to burden you with a job that isnt your, I truthfully feel more confident in sending a bug ticket to you than to the people that is actually assigned to deal with stuff like that and confident I would at least get a decent answer even if the problem cant yet be solved or the solution to the issue isnt known yet. Me personally I feel better if tech support truthlly just said, "We have no idea what went wrong but we are looking into it." Instead of the, standard script probably, of "Oh there is no possible way it's somethign on our end. It has to be something you did wrong." How would they know without looking? It might be user error but if they start off like that, it comes off as dismissive and assumming when in many cases of mine personly it ended up indeed a bug on their end after they automatically assumed it was all my fault or the bank fault. ALthough I got my sub thing fixed quickly my bank representative laughed their **** off and basically said they are idiots because they did not put in all the information on their end. This wasnt mine or their error. If it was my error of putting wrong information in, it would have declined immediately not go through or any indication of going through then all of a sudden revert, especially if the money already been taken out of the account. But according to tech support, it was error on my end even though they had the money taken out already. Basically I had to go into my account, get the date the time, and call up and get the transaction number that was assigned to the transaction and tell them and show them I had that information. Oh my how they tuned changed. NOW it was error on their end when all the proof I had to get was contrary to error on my end. And sure enough within a day or two it was back on without so much of an apology for automatically saying it's my fault without even looking to see that it was a simple error on their part.
Then please inform your customer support staff that it is an actual problem rather than allowing them to rehash the old, tired "it's your bank's fault" excuse that we know isn't true at all.
Perhaps.
But strange fact, since all the gold players i knew had quit the game, i don't see any new content for co. (But 2 alerts in 9 months).
Not enough money to create new content, or not ? :biggrin:
Probably more than enough but been funneled to help pay for that fantasy game.
If not, then I wonder where does it all go. Tech support is barely there (Maybe they get paid way too much for doing too little.). Bugs still there that been there for years so bug fixing fund isnt where it went. There is word of a dev or two hanging around but no new major content and those two new alerts couldnt have cost more than a thousand or two to create or someone been royally ripped off, (Those 2 alerts in 9 months) so it aint going there. CAnt be the events, they are recycled from long time ago, so it aint that.
I'm sure the execs. get their cut off the top.
The same priority that the until fiel report of 07-2012 ? :mad:
If Cryptic didn't send all the QA people and devs on the other games and let this game dying since almost one year, perhaps they could debug this game more quickly.
And sincerely, with all the posts and threads the community had done to give you ideas or speak about bugs in this game and the little % of what cryptic done since 2009, i doubt of the real concrete interest.
But calm the players for some time with the idea that some changes could be made one day, for a maximum profitability at the less cost (no real cost, because no changes).
Any news of cryptic north ? what they 're working for since 6 months ? Any news ?
Or even says "hello, we're alive", this could be a beginning, no ?
Unfortunately, we're agree.
I've already submitted an email to billing, and will be calling tomorrow, but I'm not giving up my credit card numbers again this soon. Not until I talk to someone, that is.
I've been reduced to using a level 6 Inferno to talk to friends and tell them what's going on.
Sort your sh*t out, guys.
@dr490nbr347hi / Playing since January 25, '11
Display normal Internet behavior. Come and make fun (yes, make fun) of my PRIMUS page.