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Stay far, far away from this one.
Whynn
Member Posts: 2
I saw the banner for the 14 day trial while browsing through this site and thought I'd give it a try. While waiting for the download to finish, I went over and started setting up my account. To add a credit card, I just put in my Visa debit since I don't own a credit card (They're evil). Well when I pressed to go to the next step it gave me an error. I figured I'd entered the number wrong so I went back and put spaces between the groupings, that didn't work, same error so I tried again without them. No luck. By then the download had finished and I'd started patching. The stupid patcher wouldn't even work propperly. I never did get the game to load so I just said forget it and went to cancel whatever subscription may have gone through in my fumbling card tries. It said I didn't have a card saved to cancel so I thought I was in the clear and was done with it.
A couple days later I needed to fill my car with gas and called my bank to check the balance. I was overdrawn $38! I knew that couldn't be right because I hadn't been using my card. Going through the list of recent transactions there were two consecutive charges of 12.95 on the same day causing my account to overdraw and now I have a 31.00 bank charge in addition.
When I tried to fill out one of their customer support forms, it seemed to go through alright but when I go to click on it it tells me the case number is not associated with an actual case!! That was on the night of the 29th/morning of the 30. I've heard nothing from anyone over there. It's like I just threw my money into a black hole.
Like the topic says, stay far, far away from this one. There are plenty of other things you can waste your 12.95 on.
Comments
If you are the person who emailed me this weekend, then you heard nothing from me because it was a) the weekend and b) because I forwarded your email to Customer Service this morning who was working on it this morning when I checked in an hour ago.
If you are not that person, please email me your information at ophelea@tulgagames.com
And I am sorry you had such a difficult time. I have responded as quickly as possible but I do not have access to the billing system - particularly on a Saturday or Sunday.
We'll get you taken care of.
Twas indeed me. Since you didn't reply I thought it may have been looked over or 'lost in the mail'.
Thank you for letting me know here. I appreciate the assistance.
We're looking into why it happened in the first place. We recently had a billing upgrade that didn't go smoothly with our billing partner...
My head is pounding STILL.
Things are in the process of being taken care of.
No, he should not have been billed until the trial was over. The issues with the billing service changes are causing issues for long-time players as well. Give Ophelea and Reyem a chance to get things straightened out and I'm sure they can get a resolution.
Obviously, no company wants a billing issue to be the first impression a new customer gets. However, things like this are going to happen to every company; that's just how the world works. Rest assured, getting this issue fixed is a top priority for the team.
Guildleader, Mithril Council, Chaos
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Life sucks, buy a helmet.
We have your info to fix this?
We have your info to fix this?
Korusus,
Thanks for the email and it's beiing fixed (if not fixed already).
Oph
1
can you please email me at ophelea@tulgagames.com with your login name?
We've found the billing error (wow, we so love our billing company) and are working to reverse these as quickly as possible.
You guys are unbelievable! I have never gotten better customer service in a game before. I send in the email and the problem is fixed along with an apology in under 1 hour. Two thumbs way up, just please get your payment service fixed. The game is great and when I have played it for a while I am going to do a review and rate it here. Thank you again for being so fast to resolve the issue and giving a dam about your customers!
1
Waiting on Guild Wars 2
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