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EA took my money, but told me there was an issue with my card

#41DerPancakePosted 11/29/2013 6:10:20 PM(edited)
arleas posted...
From: steveboblarry | #037
and people say steam has worse support


Steam DOES have worse support. You could potentially have an equally frustrating conversation with Steam support, only it'll take you 2-3 weeks to get to the end of it... I especially love the ones where they copy/paste me something irrelevant to my issue and then close the ticket like they did their job.

But really, I've very rarely had a good experience with ANY kind of technical support. Most of them are outsourced and don't really give a f*** about the customer, usually just reading from a script/flowchart. (in EA's case the "Don't worry" bit is probably in the script with how often it gets repeated).

And I'm not really defending EA but even they can have their funny moments too:

http://i.imgur.com/qOxdFed.jpg


EA's support may have so dumb people, but at least it feels like you are getting help from a human.
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#42mikewu1Posted 11/29/2013 7:56:28 PM
DerPancake posted...
arleas posted...
From: steveboblarry | #037
and people say steam has worse support


Steam DOES have worse support. You could potentially have an equally frustrating conversation with Steam support, only it'll take you 2-3 weeks to get to the end of it... I especially love the ones where they copy/paste me something irrelevant to my issue and then close the ticket like they did their job.

But really, I've very rarely had a good experience with ANY kind of technical support. Most of them are outsourced and don't really give a f*** about the customer, usually just reading from a script/flowchart. (in EA's case the "Don't worry" bit is probably in the script with how often it gets repeated).

And I'm not really defending EA but even they can have their funny moments too:

http://i.imgur.com/qOxdFed.jpg


EA's support may have so dumb people, but at least it feels like you are getting help from a human.


Support for any big company is similar
#43WyzeGye(Topic Creator)Posted 12/3/2013 2:08:53 PM
So... I still haven't been refunded my dollar... surprise surprise. But I just got an email.


Greetings,

Thank you for the response. Unless I am missing another factor to the issue, the information I provided still stands as the payment was not received for the purchase. Digging further into the order through another tool, here is another screenshot showing the order was "Rejected". Per the information in the screenshot, the order was created and then rejected right away. In our system, a rejected order is an order blocked by the payment provider.

If you are telling me that your bank said we received the money, you will need to show them the screenshots I've provided as the funds will be going back to your account. In most states, it is against the law for me to ask or to contact your bank and I would not be able to contact your bank for your account to settle the details. With two of our ordering tools showing me the order has failed and all transactions show we did not receive the funds, I cannot help but trust my system showing me the exact details. Our system cannot take funds from an account where the order was rejected.

However, being it was on sale at the time, I don't want you missing out on the purchase. During my previous email, I did not have access to the tools to provide the game to you directly as I was out of the office for the Thanksgiving Holiday and was remoting into work from where I was at to answer players that contacted me. I was only able to provide the information I had in hopes you would be able to get it cleared up before the sale was over. It does not look like that happened as I do not see a completed purchase for the game. With that, I've generated a game key for Battlefield: Bad Company 2 Deluxe Edition below:

Battlefield: Bad Company 2 Deluxe Edition: CM2AWGFKU38CQ7C3CV7A

You will be able to enter that code through the Origin client and the game will be available for download.

Thank you again for the response. I hope this will help get everything squared away for you along with the information I provided. If you have any further questions or concerns, don't hesitate to let me know.

Best regards,

Mylan Peterson
Executive Customer Relations | Worldwide Customer Experience
W: (512) 583-6153 | mypeterson@ea.com




I'm not sure if this is them admitting they were wrong and covering their ass... but I win, so that's cool I guess.
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#44WyzeGye(Topic Creator)Posted 12/3/2013 2:12:05 PM(edited)
Don't bother with the code. I already redeemed it.

Also... the sale wasn't for the digital deluxe edition... was it? cuz that's what I ended up getting.
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#45El MagnificoPosted 12/3/2013 3:14:12 PM
I think EA was right that they never got your money. Typically, how credit cards work is that the merchant asks to reserve a certain amount of money for the transaction. The bank puts that amount on reserve which appears as a temporary charge on your account. If there was a problem with the transaction and it never gets finalized then after about 7 to 10 days the reserved funds are released back into your account by the bank and the temporary charge disappears. Basically, EA doesn't have your money, but your bank is holding that amount for them in case they decide to claim in within a few days. EA probably just took the loss since it wasn't worth souring the relationship with a customer over a dollar.
#46datopgamerPosted 12/3/2013 3:49:29 PM
Looks like EA did right here. One of the only time I ever seen this happen though so they have a long way to go. If they ever get their games on Steam again I'll think about buying their games.
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#47Treason686Posted 12/3/2013 3:58:20 PM
El Magnifico posted...
I think EA was right that they never got your money. Typically, how credit cards work is that the merchant asks to reserve a certain amount of money for the transaction. The bank puts that amount on reserve which appears as a temporary charge on your account. If there was a problem with the transaction and it never gets finalized then after about 7 to 10 days the reserved funds are released back into your account by the bank and the temporary charge disappears. Basically, EA doesn't have your money, but your bank is holding that amount for them in case they decide to claim in within a few days. EA probably just took the loss since it wasn't worth souring the relationship with a customer over a dollar.


I was going to post this exact thing, as I had a similar incident at one point.

I charged something to my credit card and it showed under pending transactions, but the digital goods were never received.

I contacted the company, and they said that my order was declined and they didn't have my money.

Turns out they were right, as the money was credited back to my account after several days. I'm willing to bet this is the case with you, though I don't have access to your statements.

However, in another incident several years ago (And THE reason I boycott NCSoft), I purchased Guild Wars online for $49.99. About a week later, I noticed that my bank account was lower than it should have been, and found two charges for Guild Wars. On my checking account, pending transactions show in their own tab, while completed transactions show in another location.

I definitely didn't buy two copies of Guild Wars on the same day, and NCSoft "support" told me there were no records of me being charged twice. I argued back and forth over E-mail since they had NO 800 number or live chat, and I provided documentation of the double-charge directly from the bank, but since they had no records, they weren't willing to credit me the $50. When I told them I was going to have to do a chargeback on one of the charges, they said if I did that, they would de-activate my account. So I said "Go ahead," and did a chargeback on both charges. Never heard a word from them.
.
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#48ThescyyPosted 12/3/2013 4:22:25 PM
As always it's the banks fault in the end.
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#49EpicKingdom_Posted 12/3/2013 4:34:06 PM
KidInTheHall posted...
It's ok, it's just a dollar, EA needs it more than you.


You know what else he could have got with a dollar... come on man..
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#50WyzeGye(Topic Creator)Posted 12/3/2013 6:42:47 PM
Treason686 posted...
El Magnifico posted...
I think EA was right that they never got your money. Typically, how credit cards work is that the merchant asks to reserve a certain amount of money for the transaction. The bank puts that amount on reserve which appears as a temporary charge on your account. If there was a problem with the transaction and it never gets finalized then after about 7 to 10 days the reserved funds are released back into your account by the bank and the temporary charge disappears. Basically, EA doesn't have your money, but your bank is holding that amount for them in case they decide to claim in within a few days. EA probably just took the loss since it wasn't worth souring the relationship with a customer over a dollar.


I was going to post this exact thing, as I had a similar incident at one point.

I charged something to my credit card and it showed under pending transactions, but the digital goods were never received.

I contacted the company, and they said that my order was declined and they didn't have my money.

Turns out they were right, as the money was credited back to my account after several days. I'm willing to bet this is the case with you, though I don't have access to your statements.


.





While I understand what you guys are saying fully, I know it has to do with their system, and not my bank. I've gone through the same kerfuffle with blizzard. It's the transaction system that they use. I've attempted to purchase Starcraft 2 half a dozen times, and i've had the money taken from my account and reimbursed every time a week later. I spoke with my bank about it those times as well and they said there was no reason my transaction shouldnt have gone through.

I just thought i'd give you guys some closure.
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