Seriously frustrated.

[FallenRose]

My husband initially paid for a subscription for DDO online when this game first came out and had no problems entering his credit card information. He talks me into trying the game and I have been playing on a free account for a couple of weeks getting a feel for the game and have enjoyed playing the game. Since we usually play as a team, he also re-sub'ed in the game thinking I would join him.

However, after deciding I would love to pay for this game, my journey into hell began.

Turbine will not accept the credit card information even though it is the same card my husband is currently using and the same information, it keeps refusing it. We have 3 computers in the house and are a gaming household, so it was no problem pulling up his account information on one and comparing it. The information I was entering was identical. And still nothing. I also contacted my bank and even though I pay bills, order items online, and have paid for various MMO's using this credit card for years, I made sure it was correct and of course, it is.

So I attempted for the past few days to contact turbine. Again, another effort in futility. The phone number you say over and over and over in multiple posts to call has been down for emergency maintenance every time I called. So I did a post search and for the past 3 years apparently people have been complaining about not being able to get past the phones being down. Then Vitorie jumps into the thread, says there are no problems you silly people who can't read, and locks the thread. Even though in her signature it states that the phones are down for emergency maintenance in every single reply and post, that apparently just means we aren't psychically trying hard enough to contact turbine.

This is unique in my experience because usually for any other company (except this one), buying the product is usually the easiest part because well, you are supposed to be a business, right?

Please fix this, it is an irritation and serious deterrence to people like myself who enjoyed your product but can't seem to buy it due to the payment process the game employs and uses being broken or seriously flawed.

[Antheal]

It could be that they lock in specific credit cards to individual accounts, although their reasoning for that is anyone's guess.

I think this issue was bought up in threads asking about purchasing Turbine Points for friends.

[Victorie]

I am sorry to hear that you are experiencing this problem. If you'd like the fax information, please PM me and I can provide the details.

When I updated my signature to note that the phones are currently down, it updates my signature in EVERY post I've ever made. Generally speaking the phones work fine, however we have had an issue this week with the phones, and we are working to resolve it.

We have recently updated our card verification processes. This is probably why your husband was able to add his card previously, but you can't now. Something isn't passing the new verifications. This is most commonly an issue with the verification address (which can be different from the billing address). Alternatively, the credit card company may be blocking additional charges from Turbine if they believe they are duplicates, instead of legitimate second charges. You can confirm that the card company isn't blocking by talking to them. You can also confirm the verification address by talking to them (though you will usually need to speak to a supervisor or someone in the verifications department because most reps aren't aware of the separate verification address).

[FallenRose]

Victorie,

I'm sorry about the misunderstanding about the signature, when you explained that it made perfect sense. I was wondering something though. On my husband's credit card he has a middle initial, could this be the problem? I attempted to add it in on the form and get an error when I do (on both lines - by first and last name). However, I still cannot pay for this account. I verified with both banking and credit card companies the information I am entering is correct. I also copied and pasted directly from the credit card company online the information on file. Again... nothing.

The only thing I really can think of is his middle initial being on the card and no where to place it on your form without incurring an error. So, the information will never match without adding that bit into your form, might be something to think about.

I may pm you for fax info once I figure out how :/ Ive never, ever used a forum or pm'd another player in any game I've played. We live in an area where the nearest town is a good 50m or so away and generally go there once a month if we need to, I may just look into a game card. Or look for another game .

[DragonDrago77]

This is horrible service, period. I have never seen an MMOPRG company, any company for that matter, that has this lack of customer service. If you pay for a GameTime Card, expect a 1.5 week response.

[Namarbez]

every time ive used a time card its worked right away just add it you your account and instantly your vip.

[DragonDrago77]

That's great if you have the option to do so. If you don't have that option, you have to wait 1.5 weeks.

[FallenRose]

So I was able to go to Turbine.com and order a copy of Lord of the Rings Online complete with a month of play with the credit card I can't seem to get to work here. This makes absolutely no sense to me whatsoever.

EDIT: Ignore this post *sigh* hopefully getting a resolution today.