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Age of Conan: Unchained

Age of Conan 

General Discussion  » Make Sure to Remove Your Bank Account Information

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38 posts found
  rap87

Novice Member

Joined: 12/29/06
Posts: 13

 
OP  2/14/11 4:17:43 PM#21
Originally posted by FC-Famine

Indeed, but in reference you have less or more to fear account compromises over time with various other games. Thus, policies are a bit different when it comes to character restoration depending on the game. In most cases however, they are the same and we do restored hacked accounts unless something else is funky.

I can understand the frustration for sure. I mean, I don't think anyone is saying your wrong in cases like these. They are more about facts than anything else. I can tell you just from personal experience that anyone will say anything to avoid punishment. I think you can see that from your own gaming experience, everyone is innocent and no one is guilty. However, the GM's still try to be fair when possible and look at all the facts.

But like I said, I'll be happy to look into it further for you. Even if you don't play again, we should be able to find some middle ground in the long run. But if not, I'll make a note of this case to the CS Manager in order to gain some valued feedback in order to improve the process if possible.

I can understand this and unfortunately the "Thomas Hobbes" view of the world certailny supports that.  However, if I am telling the truth, there is no way in my power to access your systems and compare the IP address to the known IP addresses of my personal computers to prove that, that is what happened.  I would need Funcom's effort in this manner.  

Now, I'm aware that something like that could take up valuable man hours, which is why, maybe dividing 14.99 over the coures of 31 days could give you the figure you could charge for "cases" such as these only.  Which, me being a reasonable man could accept and see we are just in a rock and a hard place and that is the only fair thing to do in such a situation. 

However, none of these options or equitable solutions were presented, it was basically, since you can't prove this isn't you, eat the 14.99, which again you would have to believe my story, but if its true, just doesn't set well with me cause I'm like how in the world did this happen!

If, I took the "Thomas Hobbes" view of your company, I could say that, someone could review accounts, see ones that have Billing information still saved, activate them, and have one of their employees log in from some IP other than one owned by Funcom, and then tell the customer to prove that it wasn't him?  Not saying your doing this, but if looking at the most base motives on eithier side thats what your left with I suppose.

  ramalhosa

Novice Member

Joined: 4/03/04
Posts: 15

2/14/11 5:06:08 PM#22
Originally posted by nolf
Originally posted by ramalhosa

well i'm no fan of funcom or any company, like they all have much more money than us and for them the  15$ is nothing...

Here's the problem with that particular line of logic.

These comanies have CC info for tens/hundreds of thousands of accounts.  A company could very well pull this en masse and get a SUBSTANTIAL amount of money, hoping that the individual would go "Oh well, its only 15 bucks. Lesson learned."  Even if a large portion fought it and got their bank to reverse the charges, they could be counting on some not going to the trouble over $14.99.

I am in NO WAY saying that funcom in this instance is indeed guilty of anything suspect (I have never had dealings with them and would not make baseless accusations), but vigilance against such activity is a must in this business.

It's not like this kind of theft hasn't happened before in our genre.

 You could at least read more than the introdutory line before post, if you do you will see that i was putting someone nor the client nor the company as guilty, atherwise i did defenc the company policie, like i own a company too, and i don't give refund for nothing until confirmed.

 

And OP if you give them time to look at it, it dont take a lot of time, it is easy as see from where is the IP for example. Like they are all regional, if it was from like you say internal from the Funcom, it should log in from there country that i think to remember is north europe, Sweden i think, and i believe you re not from there.

BTW the point is if you are let's say from US NY, and the ip logged in was from let's say brasil, it wasn't you almost for sure, but even like that and they responce well you could had selled youre account for example on ebay, so it is really hard to find out.

But if it was a mistake from funcom, there should be a lot of ppl complaining, it not happen to one person only, and btw didn't you got the email saying youre acount had been activate and you purchase of game time was aproved???

  User Deleted
2/14/11 5:20:21 PM#23
Originally posted by FC-Famine
Originally posted by rap87

Whelp, part of being fair and equitable is being able to see both sides of the equation.  Funcom here is only seeing the side that supports $'s in their pocket.  A customer is calling within 1 day of this charge being made and making a complaint about unauthorized charge...the timing of this should help the customer's case.  Also, in being able to see your side, if you saw mine we might have been able to say alright we'll charge you $1.5, or something like that.  1 day of logging in for who knows what time doesn't justify a months sub, especially when the authorization is contested.

It's a difficult issue for sure and I can relate to issues like these, but it hurts us in the long run because we have to be fair as well consistent with our policies. Not having you for a customer does more damage than a 1-time payment in that regard. It's hard to stand on that side and say, "supports $'s in their pocket".

On the logging is really where the consistency has to kick in. Looking at it from our side for a moment, we don't offer that type of subscription plan to everyone else. The reason it wasn't an option is because it's not an option for everyone else. You have to remember, where does it end after you? But on the otherhand, I do understand your concern there. If you didn't log in, then who did? That's what's going through the GM's mind most of all I think. Again, moving back to our side there, it's not uncommon for people to trade their accounts away, let friends use them and all of that jive. So in return, it's hard to come to a conclusion on what really happen, even after seeing IP logins.

I'm not trying to point fingers here. I'm just trying to shed some light on why you got the result you received to better help you understand the result. There are many conclusions to consider that neither side, you as the customer, or us as the provider can conclude. It doesn't mean we are intentionally trying to move you away from the game because as above, it does more damage than good.

If there is anything I can do for you, hit me up with a PM and I'll surely look into it further. Or better yet, toss me some feedback on how we can improve the policy better. I'll ensure it gets somewhere, preferably the CS department.

Looks behind left shoulder

looks behind right shoulder

wth?

  PK4Gold

Novice Member

Joined: 2/05/05
Posts: 63

2/14/11 5:21:03 PM#24

TY for posting this!

I just checked my account, and there in fact was an attempt to reactivate my account, wich failed due to  expired credit card !

Just deleted all my info.

  rap87

Novice Member

Joined: 12/29/06
Posts: 13

 
OP  2/14/11 5:56:08 PM#25
Originally posted by ramalhosa
Originally posted by nolf
Originally posted by ramalhosa

well i'm no fan of funcom or any company, like they all have much more money than us and for them the  15$ is nothing...

Here's the problem with that particular line of logic.

These comanies have CC info for tens/hundreds of thousands of accounts.  A company could very well pull this en masse and get a SUBSTANTIAL amount of money, hoping that the individual would go "Oh well, its only 15 bucks. Lesson learned."  Even if a large portion fought it and got their bank to reverse the charges, they could be counting on some not going to the trouble over $14.99.

I am in NO WAY saying that funcom in this instance is indeed guilty of anything suspect (I have never had dealings with them and would not make baseless accusations), but vigilance against such activity is a must in this business.

It's not like this kind of theft hasn't happened before in our genre.

 You could at least read more than the introdutory line before post, if you do you will see that i was putting someone nor the client nor the company as guilty, atherwise i did defenc the company policie, like i own a company too, and i don't give refund for nothing until confirmed.

 

And OP if you give them time to look at it, it dont take a lot of time, it is easy as see from where is the IP for example. Like they are all regional, if it was from like you say internal from the Funcom, it should log in from there country that i think to remember is north europe, Sweden i think, and i believe you re not from there.

BTW the point is if you are let's say from US NY, and the ip logged in was from let's say brasil, it wasn't you almost for sure, but even like that and they responce well you could had selled youre account for example on ebay, so it is really hard to find out.

But if it was a mistake from funcom, there should be a lot of ppl complaining, it not happen to one person only, and btw didn't you got the email saying youre acount had been activate and you purchase of game time was aproved???

Nope, I never got an email in my inbox telling me that my account was activated and ready to go.  I noticed this from checking my bank account's website.  And it does seem like at least 1 or 2 people have popped in this thread noticing that this happened to them too, or almost happened as was the case above...

  nolf

Spotlight Poster

Joined: 8/26/03
Posts: 719

"Comedy is just tragedy remembered."

2/14/11 11:22:46 PM#26
Originally posted by ramalhosa
Originally posted by nolf
Originally posted by ramalhosa

well i'm no fan of funcom or any company, like they all have much more money than us and for them the  15$ is nothing...

Here's the problem with that particular line of logic.

These comanies have CC info for tens/hundreds of thousands of accounts.  A company could very well pull this en masse and get a SUBSTANTIAL amount of money, hoping that the individual would go "Oh well, its only 15 bucks. Lesson learned."  Even if a large portion fought it and got their bank to reverse the charges, they could be counting on some not going to the trouble over $14.99.

I am in NO WAY saying that funcom in this instance is indeed guilty of anything suspect (I have never had dealings with them and would not make baseless accusations), but vigilance against such activity is a must in this business.

It's not like this kind of theft hasn't happened before in our genre.

 You could at least read more than the introdutory line before post, if you do you will see that i was putting someone nor the client nor the company as guilty, atherwise i did defenc the company policie, like i own a company too, and i don't give refund for nothing until confirmed.

 

And OP if you give them time to look at it, it dont take a lot of time, it is easy as see from where is the IP for example. Like they are all regional, if it was from like you say internal from the Funcom, it should log in from there country that i think to remember is north europe, Sweden i think, and i believe you re not from there.

BTW the point is if you are let's say from US NY, and the ip logged in was from let's say brasil, it wasn't you almost for sure, but even like that and they responce well you could had selled youre account for example on ebay, so it is really hard to find out.

But if it was a mistake from funcom, there should be a lot of ppl complaining, it not happen to one person only, and btw didn't you got the email saying youre acount had been activate and you purchase of game time was aproved???

Just because I didn't quote the whole thing doesn't mean I didn't read it.  I just quoted the thought I was replying to.

I really hope that *insert game name here* will be the first game to ever live up to all of its pre-release promises, maintain a manageable hype level and have a clean release. Just don't expect me to hold my breath.

  quasar941

Novice Member

Joined: 9/30/04
Posts: 160

2/15/11 11:44:42 AM#27

In defense of FC, I've been playing their games since 2003 and I have only had one billing problem and that was my fault.

I had reactivated an old AO account because they gave me a free month. I played it all of 10 mins, logged off then completely forgot about it. A month later, I bounce a couple of checks which is really odd because I never bounce checks. I go to the bank and check my account, only to discover that FC has taken a hundred and some odd dollars out of my checking account. Furious, I fire off an email to their tech support asking that the heck was going on, and I go to the account page and delete all of my account information. The GM that responded told me that I had not canceled my account before the month was up so they had reverted to normal billing. It was a hundred bucks because I had been paying for yearly rather than monthly access on that account when it was still active. He told me to put my info back and he would reverse the charges, which he promptly did. I still ended up paying out $120 for bouncing 2 checks, but I digress.

My point is that this wasn't FC's fault, it was my mistake for not canceling the account in a timely manner. They could have just as easily have said "sorry no refunds for prepaid time" but they didn't, they gave me my money back and they didn't have to. This tells me all I need to know about their billing practices.

  centkin

Hard Core Member

Joined: 10/01/10
Posts: 721

2/15/11 12:01:22 PM#28

No company should be able to hold in their database credit information on a closed account for more than 3 months.  This should not only apply to MMOs, but to any company.

If you havent used a service in three months, you should have to re-enter your credit card information.

Not doing that just puts the data at risk to theft // hacking into the database, etc from all sides.

Thing is this should also extend to active MMO accounts -- if you havent logged into an account for 3 months on a recurring active account it should stop charging you for said.  There are many times when someone might be called on for military service, had some medical emergency, the person died and it was on a pre-paid card, whatever where an account might be completely forgotten about.  It shouldnt just bill and bill forever. 

This should also extend to e-wallet type charges (I know with SOE they charged without notice me for jedi access until I ran out of SC -- THEN they sent me a message.  It wasnt even obvious that it was going to recur when I got the jedi access with station credit for a month -- but they happily siphoned off all the SC From the account until it drained completely from an unused account)

Yes I know unused accounts are a lucrative business, as are hacked accounts in that they get that extra month or even possibly many extra months if someone hacks someones password and they do not follow it close enough and just pay their bill month to month -- but when no value is given for payment you are looking at theft.

 

  rap87

Novice Member

Joined: 12/29/06
Posts: 13

 
OP  2/15/11 3:11:38 PM#29

I defiantly agree with Centin here, anyhow here is the email I received from Funcom.  It looks like they decided to reverse the charges, which is nice.  I wish however the tech support guy didn't give me the impression that this was "not likely" to happen.  Otherwise I woulddn't have had to order a new bank card for having my bank reverse it....If, this person didn't give me that impression, and I got this email within two days, I wouldn't have thought anything negative about Funcom.  I would suggest though that you remove credit card information from accounts not active in more than 3 months like suggested. 

 

 

Greetings! 
 
Thank you for Contacting Funcom Customer Support! 
 
I have refunded the charge of $14.99 that was placed on your card. You 
will see this refund in the next 5-7 business days return to your form 
of payment. We do apologize for any issues and I also removed payment 
information so that if someone was able to access your account in the 
future, that the card can not be charged. Please make sure to update 
your password further in the future. 
 
Reply to this email for further assistance if needed. Thanks. 
 
 
Regards, 
 
GM-Jaestar - Kristie Jordan 
Customer Satisfaction Representative 
customerfirst@funcom.com 
http://www.ageofconan.com 
http://www.anarchy-online.com 
http://www.darkdaysarecoming.com 
  fallenlords

Advanced Member

Joined: 5/16/10
Posts: 700

2/17/11 7:33:13 AM#30

Personally I wouldn't just clear the payment details in the account - I would ask customer support to do it for you.  The reason for this, you then have written confirmation via email that your payment details have been removed.

  drbaltazar

Apprentice Member

Joined: 3/28/07
Posts: 7927

2/17/11 7:36:25 AM#31

yep one big reeson i used either prepaid credit card .once they emptied it they cant get anymore.and say ho sorry its an error.

  AC1074

Apprentice Member

Joined: 3/10/07
Posts: 281

2/17/11 8:48:11 AM#32

To the OP,

Heh, well hell if you are playing WoW you probably got keylogged or something and somone got your AoC account info. You better change passwords on everything you do online including changing your email on the battle net account.

I tell you this because I resubbed to WoW a while back because of Catalcysm. I never ever bought any gold or anything from 3rd party websites. One day I started experiencing a ton of disconnects. Come to find out one day I logged in and I was banned from Chat due to spamming. I was later told my character was online advertising for a gold seller. That obviously explained my disconnects because someone was trying to log in while I was online. I was able to recover my account but I was so pissed off I changed, canceled everything and wiped my hard drive. Somewhere some how I got key logged. Stealing accounts in WoW happens too often it's not worth the headaches. Yea I know there is that password protector thing but I am not paying anymore plus the monthly sub..not for a game (maybe a bank account but not a game).

So lesson learned, always at random times change your passwords and the basics like scanning your hard drive with antivirus, maleware, etc. Most of all always delete any CC info from inactive game accounts.

  Johnsavant

Novice Member

Joined: 5/12/10
Posts: 113

2/19/11 8:27:36 PM#33

Had the same issue twice already, but I'm too lazy and passive to do anything about it :D For FC I figure the only true cancellation is deleting your CC info.

  AlexanderTD

Novice Member

Joined: 9/05/08
Posts: 97

2/21/11 1:22:10 PM#34

I don't see how else the support could respond. ANY OTHER game customer service would tell you the same.

 

It's unlikely hackers stole the account to just pay for the game, it just doesn't make sense so either way the topic starter did it by accident, his brother/friend or even some hacker after getting his login&password via spy programm but that's still TS responsibility.

 The only more or less reasonable solution i see is if they refund the money and cancel the subsciption.But they have no proof the topic starter just didn't made it all up, and refunding money via credit card is a painfull procedure as i heard.

  Battlekruse

Apprentice Member

Joined: 12/28/06
Posts: 1508

"Enough research will tend to support whatever theory.."

2/21/11 3:48:42 PM#35

This is how cybercriminals steal you money, otherwise they are trying to improve there financial report by this act.

This remind of this old, but legendary thread:

Funcom credit card scam, watch out

Link: http://www.mmorpg.com/discussion2.cfm/thread/193410


"Do you wanna play chicken...? "

  jdnewell

Elite Member

Joined: 7/04/06
Posts: 1744

2/21/11 4:16:08 PM#36

After reading this I have also deleted my stored info from my old AoC account. While to my knowledge they have never tried to charge me or reactivate my account, better safe than sorry.

I will say that overall my experience with funcom has been good. I reactivated my account about 8 months ago to play AoC again for a few months and it took them 3-4 days to actually unfreeze the account, but other than that never a problem with CS or any other aspect of the game or company.

  dssas

Novice Member

Joined: 10/23/07
Posts: 2

2/22/11 3:51:15 AM#37

this is funny i found this a few months back i had my account magicly attempt to renew for anarchy... lucky me tho i had used a prepaid visa... that was since out of funds and un refillable

  bomber23aus

Apprentice Member

Joined: 4/26/08
Posts: 13

2/22/11 4:22:50 AM#38

thanks for heads up b---stards charged me for feb 2011 when my last sub was July 2010. really ppp'd off

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