GM/Billing Assistance Please Read URGENT!

Arghal - Heavens Tear
Arghal - Heavens Tear Posts: 18 Arc User
edited December 2008 in Cash Shop Huddle
I've just made two purchases for zen, I've got receipts from paypal from both and yet no transactions show in My Wallet nor do I have zen to transfer. Would greatly appreciate if you resolved the issue as soon as possible.
Post edited by Arghal - Heavens Tear on

Comments

  • Dionysus - Lost City
    Dionysus - Lost City Posts: 5 Arc User
    edited November 2008
    Yes, I am having the same problem with my account. I bought $20 worth of zen using paypal, and received my receipt from paypal saying the payment had gone through. Usually I get my zen within a few minutes, but it has been quite some time now, and still no zen in my wallet on the charge site.


    I filled out a ticket, but haven't heard any response.

    Any help would be appreciated.
  • sennosuke
    sennosuke Posts: 0 Arc User
    edited November 2008
    I too have the same problem. They need to fix this fast. It was great before the patch for the bronze pak. WTH happened?

    EDIT: I have received 1 of 2 Zen purchases....so, it must be super slow for the zen to be applied to one's account. We'll see how things go with the 2nd purchase.
  • Arghal - Heavens Tear
    Arghal - Heavens Tear Posts: 18 Arc User
    edited November 2008
    Well I finally got my money but I can't get the matrimony quest now >.< I'm the right level and everything have the groom pack, gave her the bride and nothing. She can get it I can't.
  • Szhira - Sanctuary
    Szhira - Sanctuary Posts: 74 Arc User
    edited December 2008
    I heard that transactions are temporarily suspended.
    [SIGPIC][/SIGPIC]
  • Dionysus - Lost City
    Dionysus - Lost City Posts: 5 Arc User
    edited December 2008
    Well, something is going on because it's been about 20 hours since i paid for my zen, and I still have nothing. This is really disappointing.
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited December 2008
    Hey folks,

    For this type of situation, please go to http://support.perfectworld.com and open a ticket to the billing department. In your ticket, please include any transaction information you have regarding your issue and any information at all you have as well, like time of day you made the payment, email address used for the payment solution, etc. The more information you have for us, the faster we can resolve the issue for you. There was an error in PayPal on November 30th starting around 4 pm or so. Many transactions during that time have had errors in which we are working diligently to fix for all of you affected.

    If any of you made a payment within the timeframe of 4 pm (PST) on November 30th, and 4 am (PST) on December 1st and have not gotten credit for your purchase, please do the above as described so we can fix the error.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • MysticVeno - Heavens Tear
    MysticVeno - Heavens Tear Posts: 31 Arc User
    edited December 2008
    I personally sent 5 different tickets in on my situation. I waited 24 hours befor I sent the first ticket in. 48 hours later I emailed customer service. I finally got a response from them and it ended up them forwarding my information to billing to be looked into. I have yet, 48 hours later, heard anything at all from billing department. I know this is a business and foul ups do happen, but it seems the billing department would be a little faster servicing their customers. So far my exerience with sending tickets in has been a dismal failure. They could at least acknowledge they received a complaint.

    And before I am told to check my spam folder, I do check that and my in box. So far NADA from ticketing department. I am patiently waiting, but not sure how much longer PWI expects us to wait for ZEN purchased on 11-30-08. b:angry
  • shnuggles
    shnuggles Posts: 7 Arc User
    edited December 2008
    Hey there,

    We have handled your case today and sent you a reply. Just an update for those of you with the same issue, we are forced to refund these purchases so to help us resolve this for you, please make sure you send us an email with at least a transaction ID# or the email address used with PayPal. Doing so will make the process much much faster. This issue is corrected so new payments should not have an issue getting through to PWE. Let us know if you have any further questions.
    -Your friendly neighborhood Shnuggs-
    [PWE Billing]
    Perfect World Entertainment Customer Support System

    "Any man worth his salt will stick up for what he believes right, but it takes a slightly better man to acknowledge instantly and without reservation that he is in error."
    -Andrew Jackson

    Shnuggles [Shh-nugg-ulls]
    -proper noun
    1. He who turns negativity into giddiness.
    2. Has an IRL cat that plays fetch b:victory
  • MysticVeno - Heavens Tear
    MysticVeno - Heavens Tear Posts: 31 Arc User
    edited December 2008
    Thank you for taking care of my case.

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