Lousy Payment System!

[Ravcee]

Ok, I can be added to the lsit of VERY unhappy customers here!

Unfortunatly I didnt read the forums BEFORE bothering to buy coins because I had no idea how messed up the system was!

Being a online gamer for years I can safely say this is the WORST system I've EVER seen.

And please, before you psot the automated "copy and paste" read this sticky about "strict" verification guildlines.. I HAVE!

NO WHERE in it does it even say what those guidelines ARE so your customers dont bother wasting HOURS triyng to get the system to work properly or are WARNED that trying over and over adds $1 charges to their accounts on the checkout page.. Been nice ot know that before I tied up LOTS of $1 charges that I wont be able to get back or have access to for DAYS.. Thank you..

As a new customer I can also safely say this is NOT a good way to start out a "relationship" with a customer!

That being said... I KNOW my credit card and billing info, I KNOW its EXACTLY typed in as it shows linked ot my credit card and I KNOW it works because the other online MMO's and purchases I've made for SEVERAL years work just FINE.

Also.. These "limits" to posting etc for free accounts are insane! How do you EXPECT someone WANTING to pay you to BECOME a Paying Customer to do so when your system is soooo screwy and then dont even have it to where they can even contact you to fix it...

Case in point... Filing a ticket.. YOU CANT..

It wants the Credit Card info on file (last 4 digits) Name on card, etc.. But if YOUR system wont allow you to ADD IT, how can you enter that info in on a help ticket???????

So now here I am, with a LOT of money tied up for who knows how long, no ticket I can file... And reading these forums at the LARGE number of people with EXACTLY the same issues... (but it works fine right?)

So please, go ahead and post how I "need to go call you guys long distance", spend who knows how long on hold to POSSIBLY get this fixed and a lovely little "sticky" on "stirct verification guidelines" that are never actually explained in the sticky anyways...

Sad, VERY sad...

[Libra1986]

Well said!

And I just used my CC to pay a bill, so I know mine works too! Looks like we're having the same problems..

[SDM]

In regards to the $1.00 verification holds, Turbine does not set the hold time on those charges. It is always our recommendation that those verification holds be removed from your statement immediately. Unfortunately, some banks (particularly for pre-paid credit cards) will leave those verification holds on your statement for up to a week. If you call the number on the back of your card a bank representative should be able to provide additional details on the banks verification hold policy and in some cases they will be able to manually clear those charges.

If you would like to file a ticket and you don't have a credit card on file yet you can simply enter 0000 or something along those lines. Please be sure to include the specific error message that you receive when you are attempting to enter your card information and we should be able to work through the problem.

~SDM

[Ravcee]

Wow, it just gets better and better! Call your number, spend 10 minutes listening to recordings over and over only to THEN hear that phone support is "unavalible"

NICE

[Ravcee]

Just like to add something else here...

All the threads I read on this all have the same "working as intended" tone to them... Yet, looking at jsut PAGE ONE of this section over half the threads here area all the SAME EXACT ISSUE...

Error 30005 entering CC info
Paypal purchase cancelling
Multiple attempts lead to multiple $1 charges
No responses from customer support emails
Phones not working...

Wow, that many on jsut page one... The next few pages, even more people saying EXACTLY the same thing...

How is THAT working as intended?

And WHY is Turbine NOT being straight forward with this and atleast posting that?

So here we are, numerious WILLING to PAY customers with absolutly no way of getting anythign resolved otehr than posting here on the forums only to have the automated "it works fine, read this clicky response"

And to the CSR that replied ot my thread... I'm fully aware that the hold charges are on my banks end.. MY problem/point is... If my "info" wasnt good enough for your crappy payment system to accept then it had NO BUSINESS getting on ym account and posting the holds in the first place.

But heres a idea... instead of these copy and paste responses how about putting up some REAL customer service, you know, answer the phones, respond to the emails in a REAL timely mannor or heck, even have a live chat with a CSR to get somethign fixed... The way this is set up I'm picturing some rinky dinky company ran in someones mom's basement with two buddies handling phone calls and "support" but only when their friends mom lets them come over...

Again, not doing much to win my business here...

My last MMO I was there 6 years... $15 a month, 4 pay for expansions, on MULTIPLE accounts... not evne counting all the other little expenses of little add on etc.. I'm not evne going to bother adding it all up cause I'd just make myself sick.. In the end the company screwed over the entire customer base, refused to evne answer one support ticket... a year later FINALLY admits to their "screw up" but nothign they cna do now... So yes, I'm not one to start out a new "relationship" with BS...

Clocks ticking.. Get it fixed!

[Libra1986]

And our question about the CC payments for VIP was still unanswered.
I'm waiting to get my VIP back, But I still can't get the info to update. Whats going on?!

I've submitted SEVERAL tickets INCLUDING my CC number that is currently on file. And I still haven't got an answer..

[Libra1986]

And just for the record, This is the error message I keep getting when trying to update...


* The system was unable to update your billing information. Please verify your billing information and try again later. If you continue to experience this error, you may wish to try another credit card or contact your issuing bank. To request further assistance, please visit support.turbine.com. [err: 30005]
* The system was unable to update your account at this time. We apologize for the inconvenience. Please try again. [err: -2

[Gladheon]

thats interesting. im new and getting the exact same problem. i thought my issue was rare sinse it isnt in the faq or the knowledge base. and no one has heard anything on how to fix this? although im getting the feeling something on there end is totally borked. hence why we arent hearing **** cause that would mean they wold have to admit to a mistake.

Edit: oh well. i guess ill just have to find a different game to play. cause if i dont hear anything in a few days im leaving completely.

[Goetheskloeten]

My Girlfriend has a strange problem too:

The first time she bought TP via Paypal direct debit worked. Since the second time she receives some demand for her credit card (why credit card?! she has none), but there is neither a field where to enter this data nor the option for another paying variant!
We wrote a ticket to the support, and got some standard answer, which didnt help us with that problem.

Now she really wants to buy Points (listen Turbine: that means MONEY for ya!), and is not able to.

We feel literally left alone with that problem. I have no problems paying with paypal, but she has. Can anyone help us?

[Gladheon]

dont get your hopes up. id say there billing server is to some extent busted.

[Ravcee]

Atleast you got a automated responce to your email, heck, I've gotten ZERO... Nodda..

But I agree, this much problem out of the gate doesnt give me much faith in this company as a whole. I'm giving it one more day then I'm out of here too.. Theres PLEANTY of online games out there more than willing to take my money, atleast with them they have a real customer service department that actually ANSWERS...

Honestly, this much headache, its begining to not even be worth waiting on the responce.. And its not like their going to say "Oh, sorry for making you wait DAYS to pay us to play our game, heres some extra tokens or something for the incovenience" (Ya right)

Plus, heres wha tI'm wondering.. Even IF I waited around, even IF they managed to get my CC to go thru and charge me for my purchase... What about next time? Am I going to have to go through all this BS each and every time I do want to purchase something?

[Gladheon]

response? are you joking? ive got just a little as you. and ive done far more than email them.

i doubt it though, it would be corporate suicide to make it consistantly this hard to pay them money. my advise is to leave for a few days, maybe a week and try again. if the problem persists then screw it. on the other hand the only way they could redeem this is if they do apologise, they just dont strike me as the apologising type.

other than my current issues with them im excited about where this game is oing. all itll take is to add 2 and eventually 3 cities, the lightning rail and a overworld for airships or something of the sort and thisll be an even awsomer game. bad grammer for once is intended.

[Goetheskloeten]

dont get your hopes up. id say there billing server is to some extent busted.

I dont think so. This problem persists for many WEEKS now! Im getting engry with time. I like that game, and id like to play it further, but it seems as Turbine is overstrained with their own project.

[Lorz]

Well, all i can say Is that I am having no issues at all with the CC billing...but it is my CC and it bills to my address. It is a regular CC and have no issues what so ever. And have not had any in over 4 years....now what I find funny is that people swear up and down they are doing everything correctly...but having also some real experience with online cc processing...if your card info is not all in order expect trouble. I suspect turbine is fighting fraudulent cards and thus is running very strict on the verification. Believe it or not but none US cards can and do gets lot strange things. I have a german customer whose card will not accept charges above a certain $ value due to HIS bank...even though in Europe he can easily use it for amounts more than that. Also if you are not primary card holder if any info isn't 100% in jive with cc company they will boot it. THIS IS NOT TURBINE. If you didn't realize it all they do is send the info in to process...your bank and provider set all the rules for verification. Turbine is happy to take your money about any way they can get it.

If you've got a problem with payment most likely it is you. What's funny is coming in claiming the system is completely broken when 99% of people have no issues with it. Get a CC, a real one...and get it in your name. If not be prepared to deal with your card issuer refusing to accept the charges. It really is that simple.

[Gladheon]

you bring little to the board. auto payments work fine and i know that. in fact theres one guy who cant make those payments stop. heres the full low down on what happened to me. i went out and got a pre paid gift credit card from visa. 25$, nothing fancy. turbine has said specifically that they do in fact accept this card. my first 2 attempts failed cause i hadnt registered the card yet. i found that out and fixed it. i typed it all out once there, then did it again here. the error message changed to something that basically said "try again later". i went and called visa and double checked all the info and it is correct. there is as little possability for eror on my end as is humanly possable. can you still tell me its something im doing? if it is i would like to know so i can fix this, i do want to play this game.

[Libra1986]

If you've got a problem with payment most likely it is you. What's funny is coming in claiming the system is completely broken when 99% of people have no issues with it. Get a CC, a real one...and get it in your name. If not be prepared to deal with your card issuer refusing to accept the charges. It really is that simple.

That's funny, Because I don't think I can be ANY more specific with my info then I already am. And besides which, If it WASN'T a turbine issue, why does their customer support page also fail when you try to link it for help? Oh it's alright though, I'm sure it's in that response they sent to my 5 TICKETS I've submitted...OH WAIT A MINUTE, they haven't replied to any of them.

I was V.I.P for MONTHS before this problem. My CC is a VISA and is in MY NAME. So as far as your "Get a real CC in your name" argument goes, you can stuff it. Obviously their system will work for you if you entered your CC BEFORE they had this issue, It did for me too!! Try to change your CC, and you'll probably get the same problem.

Turbine is neglecting customers who are WAITING to give them money.
You Pay for a Service, You Expect to get it. Otherwise you lose business. Welcome to the world.

GG.

[Gladheon]

now now. dont get moody. be clear and thorough but if they displease you enough then take your money elsewhere. words spoken from your wallet are what make corporations and companies move. getting angry solves nothing and may in fact sour others away from our problems. make your point and if nothing is dont then leave or else your just a complaining troll thatll pony up the cash regardless.

i just encountered this problem so im giving them a chance to fix it. if its been ongoing then there may be little hope of that in the near future.

[Victorie]

Most players are able to successfully add their payment information and subscribe or buy points. Since it works for them, they have no reason to post. You're mostly going to hear about the "squeaky wheels" on the forums.

We have very strict verifications. As I've posted many times. We need to confirm that the information you're providing matches the verification address your card company has (please note this can be completely separate from your billing address). These verifications are in place to protect the credit card holders, especially now that a credit card can be used for multiple point purchases in a single day.

Goetheskloeten, there is a known issue right now where PayPal accounts are limited to a single subscription (the first it was added to). We're working to update this so that it once again allows multiple subscriptions. However, please note that we NEVER recommend adding your payment option to someone else's account, as that payment method can then be used for future purchases. So if your girlfriend is trying to make payments with your PayPal account that's on your account first, that's why it's not working right now.

All inquiries are answered in the order they are received. Our current system doesn't provide a confirmation email, but does provide a confirmation page. Please note that submitting multiple inquiries about the same issue/question just slows the system for everyone. Your first inquiry will still be answered first.

[Izuela]

My hubby and I wanted to subscribe for a month on our accounts, starting last friday. Having experienced a bunch of various hinky dinks with Turbine billings in the past we only did one account, his, first. Well the $1 charge went through, since then nothing. He has called his bank to make sure they are not blocking the actual payment, they said no. An e-mail he sent to support has only generated a canned response so far. Don't really want to call, since we don't have a land line phone anymore and (again speaking from experience) you are usually put on hold for at least an hour. So now we are just waiting, for either an actual response to the e-mail, or for the charge to go through. Then I guess we will have to see if trying to add a subscription to my account will have the same delays or other problems. This is not good! We wanted to start our subscription 4 days ago... together at the same time.

[Victorie]

Just adding a credit card doesn't reinstate an account or pick a billing plan, regardless if the account was canceled or suspended previously. You also have to click "Get Unlimited Access" and pick a billing plan and agree to the Terms of Service. All of that can be done on the Account Management website.

I can assure you that hold times have been significantly shorter than an hour for a very long time. Especially later in the week, hold times are often less than 5 or 10 minutes. However, they'll answer you're email as soon as they can.