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Funcom, clicktobuy, problems.
Stathis1
Member Posts: 16
I tried to renew my account in AoC after 2 years. Successs. I logged in and then decided to upgrade to the expansion. That's where the problems started. I used clicktobuy as i have a debit card. The first step was to enter card number e.t.c. Next step to put personal info. I would submit, but it said that some of the fields needed to be filled in, although i already had them all filled in correctly. It would't allow me to go to the final phase. So i tried several times filling in the fields again, but with no success. I return to AOC and see that my account was frozen because i couldn't pay for the expansion and there was no way i could undo the expansion pending order so i could at least have my acc unfrozen. This is where things get interesting.
My bank calls me and tells me that several attempts of using the card were made by clicktobuy. I told them yes, i tried to use it but with no success. But they tell me that the money for the expansion (around 30$) were already reserved 4 times by clickandbuy. How did this happen since it woudn't let me proceed to the last phase, i could not understand. However my bank said to cancel the debit card for safety mesures, and so i did. If it was charged eventually i will see when i get to the bank. I send 3 tickets to Funcom explaining the problems but with no reply. Only the generic one. I logged in to their AOC forums tried to post but said that i didn't have enough priviledges. Another thing i don't understand why. I then saw someone else's post about funcom not replying to tickets for a week e.t.c. and the suggestion by a moderator to contact some person via pm in the forums.
After this i won't have anything to do with funcom again, they are like a ghost company, and clicktobuy either is not working properly, or this is a fraud situation. I have never been in a situation with a credit card fraud on the net, and i hope this will not be one. I now know not to trust any gaming or other company that has a bad customer service reputation, and steer clear of services like clickandbuy. That is why people prefer paypal, which i ahve been using till now, thankfully without any problems.
Comments
99% of situations like this are user error so I take this post with a grain of salt...
Ok, firstly it sounds like your problems aren't directly related to Funcom. I'm guessing ClickToBuy is like Paypal yes? In that case, there's obviously an issue with the ClickToBuy system. That's nothing to do with Funcom.
Its possible that the ClickToBuy system stopped you from getting to the final stage simply because it was being blocked by your bank. Sometimes that happens. My Visa card provider does it at times. At that point, you should have just called your bank whilst leaving the ClickToBuy page open, your bank would then manually authorise the payment and then you click the button on the site to progress to the next stage.
As for Funcom, don't bothering trying to discuss these things on the forum. You'll get told to email them directly because you're dealing with your own personal details and they don't like people publishing their details publically on the forums. Ring them (if you can) or email them directly and explain the situation. Don't wait on "tickets". Like in every MMO, a ticket system puts you in a queue of indefinate length. If you can find the Funcom support number , ring them.
I think the email address for funcom is support@ageofconan.com or account@ageofconan.com
Lastly, and this is quite important, explain the situation in a mature and civilised manner, DON'T shout at the person on the other end of the phone or act in an aggressive tone in your email (e.g. threatening legal action if they don't do exactly as you demand). Trust me, you'll get further if you act maturely and sensibly. Threats will get you nowhere. I've worked a lot in Tech Support and Customer Service roles, I always ended up "going the extra mile" for those people who didn't bark down the phone at me just because they're stressed. Put yourself in the other persons shoes, they don't deserve to be barked at just because your payment didn't go through or was debited multiple times. It wasn't necessarily them who caused the problem.
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I am not a person that shouts, and i won't do such a thing. The tickets go to the first email you provided. I'll try the second one. But from the forum and the moderator's suggestion to pm someone at the forums, it is somewhat clear that this is not organized as it should be. Anyway, i just hope that i don't pay for another expansion pack at the phone bill, as i am talking at the phone, waiting on phone queues e.t.c.
Being 99% user's error i don't know. First of all, my tickets to funcom were about my account being frozen and the expansion pack payment pending and all that, and to inform them about clickandbuy situation which they use as a partner. Secondly clickandbuy do not have any contact info unless you register at their site, including providing your card number e.t.c as you would do with paypal. Since i don't know if there is a malicious third party involvement here, i will not submit personal info again, and furthermore in my email there is nothing by clickandbuy. So even if i contact them i won't have anything to show them unless my bank provides me the transactions details and info.
The thing with clicktobuy was that i went to enter my info, and then it would not proceed telling me that city, adress, and various other things need correcting. It's like an error in their system because i filled them all correctly. BUT, it didn't say that my transaction failed or anything like that, it was just stuck at that screen and i went back and fourth trying to see if i could correct something. The third phase where supposedely the transaction finalizes was never reached. Yet 4 reservations were made by clickandbuy. If my bank tells me that they weren't charged, then ok all good. But if they were charged then this is a serious error by clikctobuy or a fraud. While googling about clickandbuy, i saw that there was a situation and a compromise of many people with wow which also used or uses clickandbuy, where they would find out that they were charged multiple times. After seeing that, i got very concerned at the possibility that this company was hacked, or something like that.
Well, in this day and age of internet fraud you did the same thing anyone else would have done. That's fair enough. I hope that you manage to get this issue resolved soon. Thanks for highlighting the problem with ClickToBuy, I'd never heard of it myself till now. I'll stick to Paypal should i need it in future
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