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Account woes - resolved!
Player_420
Member Posts: 686
EDIT - Starvault has handled this in a professional manner and I'm happy.
Here is my story -
I watched the videos, and made my decision to purchase this game, without reading forums or making things confusing.
During my purchase I made the mistake of ordering the box version of the game due to watching my daughter and being busy, I promptly read the refund policy (which was a little sketchy I must admit) but it clearly stated that I have no more then 10 days to claim refund.
So get this: The only way to claim a refund is to contact them via e-mail, and apparently they "dont have to allow refunds".
I sent them an e-mail Sunday and contacted my bank to stop the transaction (70$ purchase) yet it went through this morning. I have since sent two more e-mails with no reply.
And NOW when I attempt to log into my account on their website, nothing works, its invalid.
With no response from them, and my account suddenly not working I am very sketched out.
I have since read the forums, and it seems like a majority of pre-orders cant even get a response after 7 months of trying.
Has this happened to anyone else, and did you get it resolved?
I play all ghame
Comments
IMO their refund policy is illegal as it is very VERY vague. They don't respond to emails either, so don't even try to email them. You can catch them on IRC or on the forums. If you want a refund, I see people talking about contacting their credit card company and forcing a chargeback.
Good luck.
That is what I am pursuing now.
Sadly my account (forums included) just stopped working the second I sent them a e-mail....
I play all ghame
A question, did any of the chargebacks actually work?
I play all ghame
The chargeback works from what others have said. They said if the credit card company asks if you have tried contacting the company, tell them that they won't respond to emails. (I read all of this from the MO forums before the moderators deleted the posts)
Chargebacks work. If you're in the US and used a CREDIT card (not debit), you have up to 1 year to file a dispute. Obviously, file it before they ship your box else it's fraudulent. But if you ordered back in the beginning, then you have just cause to file the claim. Lots of others have filed and gotten their cash back.
Hello,
I am very sorry for not replying before now, but your mail ended up in the junk folder. And since we do not have 24/7 support during beta, it takes some time sometimes.
However, I did a full refund on your account just now. Please allow it some days before you see it back on your account. Usually in Sweden it takes some days, I am not sure with the other banks.
If you are buying the digital download, please let me know and you will get an additional two weeks of game time for the inconvenience.
Regarding your account, it is not banned or anything so it should work. It does not complain about the password? If that is the case, I can reset it for you. In our system your account looks as it should.
Thank you, and sorry about this. Please get back to me as soon as you get this, so I know it has reached you!
Response and resolved, my post title seems to be false, which is a positive thing.
I play all ghame
Impressed they responded to your email. Glad it worked out for ya.
Completely unacceptable. I was seriously considering buying this game once it released, I am looking for a sandbox game.
But this statement shows what type of company this truly is. It's not worth my money to pay a premium price for a game made by a company that makes these kind of mistakes.
Right now the support is basically being handled by the same devs rushing to get the game as bug free as possible before the end of the month. So "support" is and has been neglected since the start of beta. They have stated that they just dont have the funds to put into a support team for beta testers currently and I guess I can understand that. Anyway, glad you have your issue fixed. They do also have a phone number to call listed. Its not exactly out in the open but if you are looking you can get it. I have a guild mate who called and said they were very friendly.
When filing a claim more than 60 days from the charge be sure to tell the card company that you are filing under your Claims and Defenses Rights. Otherwise they automatically file it under Billing Disputes and deny it for being too long.
BTW OP congrats on getting a good response. I was one of those that never, EVER got a response and finally had to file a claim to recovery my money.
All time classic MY NEW FAVORITE POST! (Keep laying those bricks)
"I should point out that no other company has shipped out a beta on a disc before this." - Official Mortal Online Lead Community Moderator
Proudly wearing the Harbinger badge since Dec 23, 2017.
Coined the phrase "Role-Playing a Development Team" January 2018
"Oddly Slap is the main reason I stay in these forums." - Mystichaze April 9th 2018
Completely unacceptable. I was seriously considering buying this game once it released, I am looking for a sandbox game.
But this statement shows what type of company this truly is. It's not worth my money to pay a premium price for a game made by a company that makes these kind of mistakes.
He got a answer, got hes money back, they said they were sorry!
Thats the kind of company i wanna make business with! Shit happens to everyone, it is how you deal with it that is important.
Yeah, indeed. They already stated there is no 24/7 support during beta, so I guess to recieve that msg after 2 (?) days is damn awesome in my eyes!