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Lost me as a customer - Customer support sucks/nonexistant
Well here I sit this month having a overdawn bank account. Three days later? Still no reply from Daybreak/SOE. When I readded my credit card to the account, it charged it, something thats never happend in the past when I still had gametime left. It even has support pages on how to do it and states it will not bill you until AFTER your game time. Sad to see this company that once hat A+ customer service in my book become the next PWI grade F support. If you think Daybreak games is going to make this game better and their customer support is any indication of whats to come... time to bail out now, grab your parachute and jump off the plane while its crashing.
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Good luck. hope they contact you. Did Customer service get laid off as well?
Proud MMORPG.com member since March 2004! Make PvE GREAT Again!
I finally recieved a reply from Daybreak games today. I will be receiving a refund. 11 days after being billed and overdraft charges for it. They told me that because I purchased the new membership, it did not qualify for refund but they were doing it as a courtesy because I contacted them after the billing happened.
So let me be clear on what happend: I indeed did "PURCHASE" the new membership while still having gametime like I normally do every month to ensure my card doesnt not get billed at the end of gametime without money in my bank account. If you notice that they actually ask/tell you to "PURCHASE" the membership in step 7 below, when readding your credit card to your account while still having EXISTING GAME TIME. Then notice step Step 6 "PLEASE NOTE THAT YOU WILL NOT BE CHARGED UNTIL YOUR CURRENT GAME PASS EXPIRES."
Which means, anyone who use Purchase when readding their card every month to their account like I have been for the last few months, will be billed differantly then the past and what they say will happen " not be billed until gametime expires" is now a lie, theyll be billed immediately. I wonder how many of those 11 days worth of support tickets are people like me.
https://help.soe.com/app/answers/detail/a_id/28942
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Use game cards instead... then you're only paying for time as you need it.
The main website states they charge upfront for all memberships at the time you click enter. They also state there are no refunds for memberships. Which is basically what Daybreak told you. You were lucky they refunded you.
https://www.everquest.com/membership
Yeah i sort of have to agree Pep on this...
A: Support was transitioning from one company to another. Ofc response times where longer.
B: Things solved it self did it not... Not exactly DB fault you did an overdraft on your account now is it... Always make sure you have enough founds on your account for the intended transaction.
C: If you liked your account... Just be glad your bank did not withdraw the funds as that could very well have lead to a permanent BAN of your account. Or at the very least put it in a state of debt that you would have to pay off in order to be able to subscribe again.
So i hope you have learnt something for this OP... And i hope that is patience and foresight.
Or simply start using game cards... maybe best for your own health.
This have been a good conversation
I understood what both of you said, but the fact is, what part of their websites take legal authority over each other?
the one that says youll be billed up front for a new membership? (when its not a new membership by the way)
or the one that says to do a purchase transaction and you wont be billed up front until your existing time runs out?
which one?
Newest over older information.
The problem is ofc to keep your self updated. Habit is a strong thing.
This have been a good conversation
Both are part of the agreement you made with Daybreak. An agreement can have conflicting terms without one automatically taking legal authority over another.
In this case, if you were in EU you'd get to decide which of the terms you'd want to be applied in your agreement with Daybreak. Since it was Daybreak who dictated their terms, any mistakes in the agreement would normally be interpreted in your favour. EDIT: I don't know how it would be solved following USA laws /EDIT
Well the thing is oic that the OP is in reality just raging over having to pay overdraft fees due to having to little money in his/her account. DB refunded the OP in full.
If anything the OP should perhaps talk with his/her bank that charge overdraft fees high enough to set off this kind of rage.... Maybe looking at switching to a bank with better service.
This have been a good conversation
Yeah, I canceled the dispute with the bank and the refund shows the bank there was an error of billing. Theyll remove the overdraft fees. They have no problem with that.
Main thing I wanted to point out though is that the billing system with SOE had changed. That the old system and the way it works no longer does. SOE should have deleted the website saying you wont be billed, and told us all the new system and how it works. To me it seems they changed things and dint think of why the old system was set up the way it was.
Problem was solved though. 11 days to be contacted is too long though, had I been contacted right away from customer support and they do the refund at that time, the bank was already willing to erase all overdrafts if the refund was shown on my account. So everything rests on a refund. I couldnt have the convienance of waiting till hundreds of dollars to pile up in fees if it went beyond 7 days without being disputed. I really had no option at the 7 day point, it was either have a refund on the account showing the bank or dispute it.
This is why we cant have nice things. lol
Website information is subject to change constantly, that's why they have to click a box that says that you have read the terms of agreement/service before proceeding with any transaction. THAT is the most up to date information and it MAY NOT be printed elsewhere YET.
Problem is, we all just click yes because we want to make the transaction, not read a bunch of legal mumbo jumbo first.
Don't get into the habit of spending money you don't have. If you have to wait until a check clears before you actually have the funds available, then so be it. If the money isn't there the moment you make the transaction, and you know it, you are the one playing russian roulette with your credit rating.
Indeed, but companies dont change hands every day. what probably happend went like this: Sony billing hands over the purchase button on the website to Daybreak billing department. They set it up making the purchase button a normal way a purchase button should work, doesnt tell support or update their terms and conditions, just the way the button works. Then pushes it out the door and no one knows what happend besides the customer.
Terms of service and conditions never changed. What changed is how the button adds time to your game account and when it bills your card.
This is what I been telling you the whole time, that YES, sony online would tell you to actually PURCHASE a new sub after canceling your account with them and having existing gametime. And then readd your card by PURCHASING a new sub and not billing you until your game time expires.
Now you should be able to see how easy it was for daybreak to not catch this little detail and hiccup hillbilly way of re adding your card to your account.
The reason I beleive SOE had it this way was so if people were to cancel and renew nonstop you could be looking at anywhere from 2 times billing a month to 100. Its negligence to allow someone to cancel and renew an account over 100s of times and be billed 1499.00 for it all in the same month. The way they had it setup would prevent even hackers or someone from doing just that to an account.
Daybreak might someday will realize that as well and probably prevent the renewal of an account until the game time runs out or do what SOE did and let the billing only occur when gametime expires.
SOE support wasn't a walk in the park either. As far back as 2005 when EQ2 decided the server I was on was going to be for europe they screwed up the free character transfers. For some people only the first one you elected to move was actually transferred.
That was six weeks of petitions to people who had a very shaky grasp of english and finally being escalated to someone who knew what the issue was but waiting on tools to be implemented to allow them to fix the problem. I hate to think what it's like now.
you can always cancel your subscription right after you purchase it, that way you have complete control over when your card gets charged.