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Really Funcom?
Skillzeroo
Member Posts: 96
I don't own a credit card so I paypal'd my buddy the money to buy me RoGS, Collectors Edition Upgrade and the Might of Crom item pack / game time.... He accidentally ended up clicking "upgrade subscription" somewhere and added 6 months of gametime to the account.
Before it could process he cancelled his card out of the account management as neither of us want to pay $150+ for game time.. Especially when I haven't played the game in over a year...
Now, you'd think this wouldn't be a problem. You'd think because it NEVER CHARGED and just got stuck at pending / denied they'd ignore the payment and ask you to try again or choose something else to buy... Nope. There is now a BIG RED PAYMENT DENIED message on my account page, My account is locked EVEN with gametime on it from a 60 day timecode I went out and bought and I can not play unless I pay over $100 for 6 months of gametime and might of crom.
So... Okay, thats pretty terrible, Whatever... I'll send them a ticket.
No response. At all. Its been well over 24 hours and ALL I NEED is a payment failed deleted... This has to be one of the worst payment systems I have ever seen.
As I said, There is gametime on the account but because of their completely terribly handled billing I am unable to play.
Comments
Huh, why was it 150 dollar and then suddenly 100 dollar?
I mean, you ordered for 150 dollar first? and now to "reactivate" you only have to pay a 100 dollar?
Did part of you order go through (the expansion) but the rest got cancelled?
I also would give them a bit more then 24 hours, yesterday was sunday
RoGS + Collectors Edition upgrade is $35
6months Gametime is $62.99
Might of Crom is $59.99
ROGS and Collectors edition went through fine, I paid him for that part.... Then when he went to get Might of Crom he accidentally clicked something and it tried to charge for the 6 months of gametime.... If he paid for that It'd be a total of $158 rather than the $95 we anticipated.
Just re-read that.. sorry it was confusing... Meant that the total was $150 for everything (incl the 6 months of gametime) and my second mention was just stating how I had ALREADY paid for ROGS but need to pay another $100+ over the $35 in order to play.
My point is.. I spent a good amount of time and money getting this together, downloading the client, everything ready to go... I even found my old 60 day timecard (Which I added trying to unlock it)
Now because of one single misclick I am locked out of my account until I can contact support (Which I've seen forum posts claim can take up to a week)... No other MMO has this issue (That I can think of) unless you pay and then deny the payment as fraud or something... This payment simply tried to process and got denied because the credit card was removed from the account.
Hmm, k, I understand
A bit off-topic but you are willing to pay 95 dollars so you can play aoc for 1 month?
/edit
sorry my mistake, might of crom is 60 days
hehehe....ummm....."Oops!!"
Sounds like you screwed the pooch, and now you're blaming Funcom....and you're mad that on a weekend, in Norway, someone didn't jump right out of bed to solve your ticket.
Edit: since it'a trendy in this thread, I'll edit my post too!!!
Next time get a pre-paid CC, and you won't have to worry about your friend screwing up your game account for ya.
No
I am mad that they have to have a completely broken way of handling denied payments... It really leaves a bad impression when you come back after originally quitting because of the bugs / lack of players in the game.
yeah...exactly. You got a "bad impression" because YOU screwed up and someone on the other side of the planet didn't jump up in the middle of hte night on a weekend to fix it.
No, I get it. I just think it's funny.
Well the OP may have made an error on the customer's part, but Funcom's billing system is known to be wonky. They really need to re-vamp their billing system to make it more user friendly and a better customer experience when a subscriber makes an error.
I also had a bit of a problem upgrading. I had about 6 months left via time cards at the time I upgraded to the xPack. I did not have any CC info in my account page at this time. I entered my CC info so they could bill me the price of the xPack but it failed, saying there was no payment method selected. I had thought I had not properly put in my billing info, but no matter how many times I tried to enter it I got the same problem. It wasn't until I changed my subscription model from "Closed But Playable" (because I had time cards put in my account) to "Re-occuring Monthly" that allowed the xPack upgrade charge to go thru. Not only that, but when the xPack charge failed, it completely locked me out of my account. It was frozen and I could not even log in, even though I had 6 more months of paid up game time via game cards.
So yea, the OP may have screwed up, but Funcom's billing system is notoriously wonky and should be more user friendly, allowing mishaps to be corrected. Mishaps are going to happen, they should design their system to account for normal human error better.
I'm not creative enough to have a signature
I actually think CS is located in the US. However, it is quite clearly stated that CS business hours are 8am - 4pm EST.
So TWO GMs responded to my ticket.
The first one got everything solved, I found a buddy to re purchase the Might of Crom pack... That was all done. I paid both of them.
The SECOND GM DELETED AND REFUNDED EVERYTHING WHEN IT WAS ALREADY FIXED... Not only am I OUT of the money I paid to my buddies for their credit cards but I now have to explain what happened and HOPE they trust me.
This is beyond terrible customer support, I am thorougly disappointed in how something so simple has been handled... This is one of the most unprofessional experiences I've ever had with an MMO company.
Seriously... One GM fixed it. The second came along a few hours later and went back and messed it up? As the title says... Really Funcom?
Their customer service is closed for the day and I can't post on the forums STILL... I can't put into words how furious I am...
*Update, Now the payment status has failed when my buddy tries to use the same credit card he used last night for the Expansion..... I am done, This is my last time dealing with Funcom.
I don't know how someone can accidentally go through all the "are you sure?" and "upgrade" prompts and not realize they were buying a 6month plan. I guess it happens. Just like this...
Last week I bought one of the upgrade packages for $9.99. I then deleted what I thought was a credit card I no longer wished to have on file. I accidentally deleted all cards on file (including, of course, the one I used to buy the upgrade).Unaware of this fact, I played AoC and claimed all my stuff. I logged off after a few hours ...then logged back on a little while later only to discover my account was locked...despite having activated a 60day card the day before. I understand why they did it...I had all the stuff and they had no money. I explained everything in an email including an apology and then added my debit card to the account...advising them to run it through again and all should be fine.This was around around 10pm eastern . I check my emails at around 11am the next day and already had a response ..with a very nice and understanding message advising me my account was active...which it was. I guess it's just a case by case basis..because I've always had quick and courteous service from Funcom Support/Customer Care.
Yep OP I 100% agree with you.
The Funcom payment system has been a farce for 2 years, and still isn't fixed.
If they can't even get something as simple as a payment system to work properly, how can you trust them with building a complete mmo?
All of the other mmos I have played always had a real time online payment system. But Fucom still needs to have a guy manually pull the switch to validate the payments.... yes, welcome to 2010.
I have the problem everytime I reactivate my account. The fastest I could play was 30 minutes after paying..... but sometimes I also had to wait 1 or 2 days...
A similar thing happened to me with Cryptic and STO. They sent me a pre-order activation email w/o a key. Over 3 days I sent 2 emails. Within minutes apart on the 4th day..I received an email with the key and another from a different representative indicating, in a very abrupt manner, that I was refunded the full amount. I did activate it and played a bit but ended up uninstalling the game. The result was partially my fault because I sent 2 emails...generating 2 separate tickets. Still they should have some kind of account ownership procedure for support claims and...obviously..should have sent me the key from the start. Are you sure you didn't send more than one email? Anyway...Funcoms been great in my experience..wish you had better luck.
I do agree that the billing pages themselves are unnecessarily complicated. They could stand to clean it up.
I am curious about one of the OP's first statements, that he paypal's his buddy the money to buy it...if you're using Paypal why didn't you just buy it using Paypal in the first place? I recently bought the game and the x-pac after playing it in beta years ago and I used Paypal to pay for all of it...heck I didn't even have any money in the Paypal account I just genereted one of the Paypal secure online cards and then bought the game with Paypal and it took it out of my bank account. I guess I am confused as to why the OP just didn't use Paypal straight up.
On a side note, it's kinda depressing to see that Funcom still haven't fixed issues that have existed for 2 years since the game started. Payment system bugs and major ingame bugs still exist years after release? That's some pretty shoddy development quality and lack of logic in relation to development priorities.
This is obviously a bogus hate thread and you deserve no attention, nothing to see here people move along. If you are gonna flame a a game at least do it PROPERLY.
666
This post does seem suspicious. You can get a year for less than $100...but OP states 6months was $150.00. By the way,,you receive a "Upgrade Subscription" link for just about anything you add to the account..including..the ROTGS xpac itself...the 3 fluff packages with items and pets..and even the prepaid gametime card key. At least It prompted me when I added these things.
They only seemed to accept major credit cards through account management
Barcrow: You didn't read the first page did you?
You can go and read it yourself as I honestly think you are grasping at straws for criticism... All I'm going to say is $150 was the total and it was not the price I was expecting so we cancelled it.
to Skillzeroo:
You really dont deserve any better. Its good that you dont have credit card and honestly I think you should never get it. These are not for children to play.
_____________________________
Mundus vult decipi, ergo decipiatur.
Just so people know (I found out the hard way). . Paypal is not accepted for certain things unless it has a CC to back it up. . things like recurring subscription charges. I had cancelled a Credit Card and was waiting for a new one to arrive. Without a CC attached to Paypal I could not sub FE or several other ganes.
You should be able to use it for the xpac etc. though. just not recurring charges.. not sure what that is about.
Wa min God! Se æx on min heafod is!
"Before it could process he cancelled his card out of the account management as neither of us want to pay $150+ for game time.. .
No..I think I read the first page just fine. Your clearly state $150+ for gametime. Which I...and just about anyone would take as meaning that you would have been spending $150.00 on gametime alone. Now..maybe that's not what you meant...but it's what you said. However..since it is apparently not what you meant.. I no longer find that point a suspicious one..just an inadequately expressed one.
It's too bad you had those problems though..because I do think this game is a blast to play. One thing I can say is that you are probably better off just getting the ROTGS basic game should you change your mind. The extras that you pay for aren't really that special. You pretty much burn through their usefulness in no time, Of every thing...the totem that takes you to your home city is useful..though soon you can just get the paths to mosts areas of the game through advancement and veteran tokens. The combat pets are not too helpful but you won't be lonely..lol. All in all..they are only useful early on...which I guess is what they intended. Hell..I never even ride the free mammoth I got a year ago...the damn thing doesn't even fit in the trader stations..lol.
I agree that the billing site is confusing and extremely non-user friendly with not enough payment methods.
Hello, it's 2010, I do online payments for my toilet paper ffs, how hard can it be to make a simple payment system...
I wanted to reactivate my old account with a game card without buying the expansion, the GC number was accepted but the account stayed frozen for 2 days.
I sent a complaint and got an answer that I had to purchase the expansion first in order to reactivate my account and the game card days would be added after that.
wtf is that all about.
I'm not buying any expansions until I check out the game first, I need to check performance, FPS and what not before I decide to stick with it and purchase expansions.
I guess my coming back ended before it started heh.
I care about your gaming 'problems' and teenage anxieties, just not today.
You sure they didn`t misunderstand your message?
But to the OP: Anybody who let their comeback/new game be stopped by CS/Account issues, does not really want to play the game. if they really would, they would walk trough it all, take a deep breath, and enjoy the game.
Thats it!
But to click around on an account page, and beliving that it has no consequnes is just stupid. Account pages are made pretty good imo, no trouble ever! But I guess it can`t be idiotproof either....
Venting around on a forum is also idiotic, as its a temp. problem, that CS will fix, as soon as they come back to work after the weekend...sending several tickets are also a little practical, as the first does not know that there is a second ticket, and vice verse. Disaster are bound to happen some times.
But sure, leave the game, maybe its for the better.
Funcom could easy have added a shopping basket you neeeded to accept before placing the purchase or added a simple confirmation button saying that if you press ok you will buy the selected option. This would be the best thing to do as it would solve all of these cases where people buy either the expansion or the upgrade options by misclicking.
We can all argue if it's stupid by the customers to click around on the account page and expect nothing to happen, on the other hand I can easy see how easy it is for people to misclick on the options. Never had problems myself with misclicking something I didn't want, but for some people english language might not be as easy to understand, and if you don't have your native language as a selection you have to rely on a second language. They have the confiirmation options when you delete your payment info so why not when you buy stuff?
Saying that people are idiots and stupid for doing this is well a bit easy, specially when the page is made in a way where you can very easy buy stuff, but have to confirm when you want to remove or cancel your subscription. The account pages are not bad, but they could have been better too.
All in all the one thing I understood from this thread is that OP's friend is not only dumb but also an idiot. Who doesnt check and double check everything throughly when using CC online?
As for OP all I have got is........lawl.
I have to agree that their billing system is a joke. The game has gotten a lot better, but the billing system is just as bad as the day the game launched. I will say that you need new friends if they don't believe you.