Trying to buy points~ NEED HELP

[Meirnon]

Hello. Currently, I am trying to buy points with the assistance of my legal guardian. Most of the frustration at this point comes from his distrust for turbine, paypal, and any other internet-based payment method. So, we're having problems and would like assistance before the 6900pt. deal is gone and done.

1) We started by registering the debit card (which can be used as a credit card via Visa) through the Turbine Profile payment methods page, and the turbine account management said that it was an invalid credit card. The in-game interface for registering a new payment method through turbine also having similar problems, unable to even "authenticate" (or something) the account without even redirecting us towards anything where we may enter the information.
2) We went over to paypal and set up an account. We initially decided to use the straight-from-bank payment method, only to find out after registering that it would take 2-3 days for us to actually start paying for items online.
3) We then started the paypal credit card payment. This worked entirely fine, and paypal accepted the number.
4) We logged on to the account that the points were to be bought on, and opened the DDO store. We chose "get points" and selected paypal as the payment method for the $49.99 amount.
5) We logged on through the paypal interface, and after being redirected towards the DDO store interface, we clicked on "purchase".
6) A notice came up with an error message, saying that we should try again.
7) We did, to no avail, with the same error message.
8) Upon checking the email account the paypal was attached to, we received two order notices, with the amounts apparently going through and a 45-day wait notice that we cannot dispute the orders within.

And herein lies the problem. I wanted to get one package for my account and one package for my little brother so we may play together. We have separate accounts and do not share. Unfortunately, both packages ordered went to his account apparently, while we only have enough money to buy one package for both of us.

So, my questions are as follows.
1) Why is turbine having problems accepting the payments?
2) Can I cancel one of the two orders placed on my brother's account?
3) If our payments do go through, will we still get the bonus points?

Any help would be appreciated, and if an administrator could help, that would be amazingly appreciated. I worked hard for the money for which to buy the points and was extremely disappointed by the amount of errors and difficulties, as I had been promised many times that it was simple and easy. Now my guardian is worried that his bank account is going to be overcharged and that problems are going to arise from this.

EDIT: I'm talking with a friend of mine online whom we were going to get points with. It was her first time trying to buy them, too, and unfortunately she's getting what sounds like the same errors as I have. Could an administrator please help us?

EDIT EDIT: My friend is having pretty much the EXACT same problem. She tried 4 times with her legal guardian, and now she was charged for all 4 tries (each one ending with an error message). She has received no points and was charged $200. We want some administrator assistance NOW please. We are trying to become paying customers and this is causing more trouble than it's worth.

[Meirnon]

Bump for support, please. I have filed something on the support page, but would like someone to say something helpful now-ish.

[Hokiewa]

You will not receive billing support help on the forums. You either need to email the appropriate dept (note they will state a backlog of 1 week or so) or call Turbine directly. It may sound harsh but it's the response you'll get in this forum.

[Victorie]

I am sorry to hear that you're having these issues with points purchases. As has been noted, we're not able to assist with account specific issues on the forums (among other things, we don't have access to your billing information via the forums, for your security). However, if you contact the Account Management department, they are happy to assist. And as long as you send contact during a promotional period, they can still assist with sales or promotional pricing.

Turbine does have very strict verification procedures, to help ensure the safety of our players and card holders. You can find more information about these processes in this sticky. Generally the error that you were describing means that our systems aren't able to verify something with the card company, such as the verification address or security code.

As part of our strict verifications, we require that PayPal accounts be verified in order to be used with the DDO Store. The requirements for PayPal verification do vary in different countries, and you can find the requirements for yours on the PayPal site. If the charges are pending, but have not cleared, and you have not received points, it is likely that the funds will be returned to the PayPal account after a few days. If you have questions about this process, please contact PayPal. We are working to update this process so that the payments don't even hold if we're not able to fully process the purchase.

[Meirnon]

I am sorry to hear that you're having these issues with points purchases. As has been noted, we're not able to assist with account specific issues on the forums (among other things, we don't have access to your billing information via the forums, for your security). However, if you contact the Account Management department, they are happy to assist. And as long as you send contact during a promotional period, they can still assist with sales or promotional pricing.

Turbine does have very strict verification procedures, to help ensure the safety of our players and card holders. You can find more information about these processes in this sticky. Generally the error that you were describing means that our systems aren't able to verify something with the card company, such as the verification address or security code.

As part of our strict verifications, we require that PayPal accounts be verified in order to be used with the DDO Store. The requirements for PayPal verification do vary in different countries, and you can find the requirements for yours on the PayPal site. If the charges are pending, but have not cleared, and you have not received points, it is likely that the funds will be returned to the PayPal account after a few days. If you have questions about this process, please contact PayPal. We are working to update this process so that the payments don't even hold if we're not able to fully process the purchase.

I sent in for account support this morning cause I wasn't able to last night, and I do understand that the specifics of the account couldn't be handled. I was asking the forums because I wasn't the only one receiving the problem, and was wondering if either the store was being bugged due to the update or because the deadline of the promotion was so close or what. The reason I thought it may have been a bug in the first place was because when I first tried to purchase the points in the interface, I wasn't even redirected to where I could enter the card information. It just reloaded the same screen that showed the "enter billing information" or whatever with "Authentication Failed" in red lettering at the top. No redirection... just the same page with those two extra words.

I would like to be able to buy the 3100pts without the promotion so I may adventure with my friends, but at this point, I'm feeling very discouraged from even trying to purchase anything.