Originally posted by nikki9786

I went to purchase the lifetime sub to TSW, and my CC got declined.  I contacted the live support, and they recommended I try updating my CC information.  I tried that and kept getting an error.  They failed to give me a resolution and ultimately said "wait 24 hours and try again" as if that would change anything.

I called my CC company and they said they declined my payment but I could authorize it, so I did, but TSW still showed as declined.

So this time I sent a ticket since I learned live support was useless.  I titled my ticket "Failed Payment" but explain that I called my CC company and resolved the situation, but wondered why it still said failed on my TSW account info.

A day and a half later I receive a response saying my payment was declined and I need to contact my CC company.  WTF DID THAT, DID THEY EVEN READ MY TICKET?  Obviously not.

So I call my CC company again, and they explain I just need to attempt the purchase again.  So I do, it it works.

 

Conclusion: My CC company knows more about Funcoms systems than they do.

 

I actually regret giving them any money at all, but I really like the game, just not their fail support.  I wish I could write my check to Ragnor himself :(

As a person who works for a payments processor, the processor probably DOES know more about the payment system than Funcom does (most companies are not big enough to be their own payments processor). So talking to Joe Schmoe at "Ted's Appliance Emporium" about a failed transaction won't get you far. They'll just end up calling the processor just like you end up calling the bank. The business (Funcom in this case) has no control over the banks, and neither do the processors. If a bank is denying a transaction, that's totally up to the bank, and Funcom/their processor has no power to do anything except perhaps give you the best phone number to call at your bank to get it approved/resolved.

Hmm, alright.

Your upset your CC company was looking out for you and flagged a transaction to a foreign country that was a sizable amount?  You then made a support ticket to funcom over an issue they had no control over.  You then became angry that funcom didnt respond to your ticket in time or that they didnt remedy the situation?

Then complain about poor customer support here.

I typically have no sympathy for people who complain over poor customer support.  Been mmorpg'ing since 2001 and have never had to open a support ticket to any game.  Im lucky with these things, never had issues with a computer, computer part, or operating system...been running vista for the last few years never an issue.  Basically, what im getting at...99% of cust service request are user error related or out of their control anyway.

Poor customer service response time increases as the number of idiot requests are sent to them.

They sent you a ticket with that response because that was all they knew and it was painfully obvious that the issue wasnt with funcom declining to accept your payment. 

Like the guy who posted above me said...Sven over at funcom support probably know as much about CC transactions and banking as a banker does about reoccuring graphical errors and crashes with TSW.

I would also like to point out that theres probably few if any people deicated to a game that isnt even launched or in open beta yet, devoted to handling payment transactions...just my assumption i dont know how their support team works or is set up.

Also, the Op is just setting himself up for future rage if hes purchasing a lifetime sub for a game thats untested, sonsidering how upset he was over an issue not in their control...can see the future rage posts when funcom staff doesnt show up at his door to fix his internet router.

Originally posted by JohnnyMotrin

Originally posted by Keyh

Originally posted by nikki9786

Conclusion: My CC company knows more about Funcoms systems than they do.

That should read "My CC company knows more about my CC company's systems than Funcom does.

Your CC company declined the charge. Funcom suggested double checking your CC information to ensure it's correct and then said to wait 24 hours (a lot of CC companies have a softcap on daily transaction amounts, anything higher will 'flag' that) and try again.

You called your CC company (as you should have done first) and they said you could authorize the charge. You 'authorized' it, which doesn't change the status of previous charges, those are still declined. Authorizing it simply means that the next one will go through.

Funcom told you to contact your CC company about the declined charge, because Funcom can't do anything about declined charges. You CC company said to try the purchase again (as they should've told you to do whenever you 'authorized' it) and it worked.

The conclusion is that YOU don't know how credit card transactions work, and the CC company and Funcom told you exactly what you needed to do.

 

 

That's exactly what I was going to say.  Funcom didn't decline the purchase, your CC company did!  In general, vendors don't accept or decline cc charges, the cc company do.  It does sound like they were protecting themselves against potential fraud, but if you have any beef with how things were handled, it should be with your cc not funcom.

Ya I'm not sure why people don't understand some basic banking concepts.

The vendor is not going to be able to over-ride the banks decisions NO matter how many times you email support.

Here is an example of one bank... Wells Fargo to use as an example.

Funcom is not based in the United States.   In general Wells Fargo will block any/all billing attempts by any "foreign" seller.   If you try once and its declined and call the number on your card or debit account...   They will be able to authorize the purchase and you will not have to aurthorize that paticular vendor again.   Altho with Funcom I do believe if you try to subscribe to one of their other games you have to go through verification again for that game.

The OP calls up and does an authorization... the problem is they attempted to do the purchase multiple times.   So of course it failed after they called the bank the first time...   When they stopped spamming the purchase and let the bank do their thing it went through... amazing as it may seem.

Now using Wells Fargo again as an example... if you spam the thing like that.. they will block ALL purchases on that card until you call them.   Depending on your bank the fraud prevention departments are very pro-active.   Which is what happens when customers carry 0 fraud liability... the bank didn't want a lifetime subscription to TSW *.*