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Failed Transaction , Money Lost and NO ANSWER FROM CUSTOMER SUPPORT !!

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Christine Hammerfall
Caldari Provisions
Caldari State
#1 - 2016-12-28 10:54:51 UTC
Last Saturday i made an attempt to buy some plex from eve site , and the result was to receive an email from ccp that the transaction was failed , but at the same time i received an email from paypal showing that for the same transaction my paypal account was charged successfully. After double checking my paypal wallet , the money was sent to ccp , but ccp didn't sent any plex so far.
Of course i opened a ticket on customers support page immediately , but unfortunately the customers support only action was ONLY to close the ticket and merge the initial ticket text with an email i sent a day after the incident.
The new ticket is still open and no one seems to take some action about it.
I tried also contact them via phone , but the only thing they told me is to send an email to info@ccpgames.com describing my issue. So i did, but even with that i don't see any answer so far.
The question is : Shall i make a dispute from Paypal page for the specific transaction?
After reviewing ccp's policy about paypal i found this :

Payment Disputes

PayPal offers customers the option to dispute payments made on EVE Online accounts. Disputing a payment will result in the suspension of the associated EVE Online account, independently of any remaining game time.

CCP encourages all players to contact EVE Customer Support before any dispute action is taken, to resolve the matter without having to resort to account suspensions.
ergherhdfgh
Imperial Academy
Amarr Empire
#2 - 2016-12-28 11:41:36 UTC
You seem to answer your own question within the post. If you dispute it through paypal your account will be locked until things get straitened out.

Having paid for something and not gotten what it is that you paid for is very serious and I am going to assume that CCP will straighten this out. There is no gray area here. It is a holiday week, probably the shortest working week of the year and a week that many people take vacation so it might take longer than usual.

It is up to you to decide if getting your money back sooner is more important than playing while things get worked out.

Just as a head's up ISD will likely come by and lock this thread and tell you to wait for your ticket to be addressed.

Want to talk? Join Cara's channel in game: House Forelli
Christine Hammerfall
Caldari Provisions
Caldari State
#3 - 2016-12-28 12:13:25 UTC
As you said the issue is very serious. CCP in their policies encourages PayPal users to contact costumer support before taking any actions like dispute.. But since they don't answer even in my emails or my tickets I am wondering in which way they mean to contact them. As for the holidays period, if there wasn't any response at all , ok I would say I have to wait till they see the ticket. But as I said there was a GM action 1 day after the initial ticket. He flagged the ticket as Solved and opened a new one by attaching my mail I sent to customers support. So they actually saw the issue. They got my money, and they don't take any actions to solve the issue.
Abyss Azizora
Viziam
Amarr Empire
#4 - 2016-12-28 12:14:42 UTC  |  Edited by: Abyss Azizora
I had this happen once as well a few years ago. After two weeks of no response to my ticket, I disputed the charges. (Which you are 100% allowed to do legally if CCP failed to send you your purchase yet charged you anyway. And you'd EASILY win a legal dispute in this case, via paypal or in the courts.) The dispute actually got their lazy support team to poke their heads out of the sand long enough to fix the problem that same day.

While it's ideal to let CCP fix it themselves via support ticket, CCP's support team are almost legendarily slow in their response times. (Some tickets take months to get answered.) In which case you sometimes need to give them a nudge to wake up through your method of payment.

In any case, hope you get it resolved in a timely fashion. :)
Grigg Skjellerup
Pator Tech School
Minmatar Republic
#5 - 2016-12-28 14:43:46 UTC  |  Edited by: Grigg Skjellerup
Christine Hammerfall wrote:
As you said the issue is very serious. CCP in their policies encourages PayPal users to contact costumer support before taking any actions like dispute.. But since they don't answer even in my emails or my tickets I am wondering in which way they mean to contact them. As for the holidays period, if there wasn't any response at all , ok I would say I have to wait till they see the ticket. But as I said there was a GM action 1 day after the initial ticket. He flagged the ticket as Solved and opened a new one by attaching my mail I sent to customers support. So they actually saw the issue. They got my money, and they don't take any actions to solve the issue.


I assume this is because GMs do in game issues, and customer support needs to address yours.

So the GM closed the ticket as they can't do anything, made a new ticket for the right people to look at, and emailed you to tell you. And that because customer support is probably very busy, they haven't responded yet, but will. Unless I'm misreading what you said happened? *edit* I reread OP, looks like you made ticket and sent email and the GM merged everything into one. So same argument applies, they marked one solved not because there's no issue, just to leave the one open ticket to address, which they should address soon.*/edit*

I wouldn't dispute with paypal unless customer service got back to me and said there was no problem. Or if customer service haven't done anything for 2 weeks. But I expect they'll fix it for you, it may just take a few days because of workload/time of year/that issue isn't time critical, 1 hour or a few days isn't a practical difference.
Christine Hammerfall
Caldari Provisions
Caldari State
#6 - 2016-12-28 15:16:44 UTC
You tell me that if you go to a shop in order to buy something , you pay for it and the seller doesn't give you the good you just payed , you will sit there waiting till he finds the time to give it to you ???
I bet the first thing you would do is to ask your money back. And if the seller refuses to comply , probably you would escalate it to authorities.
ISD Max Trix
ISD Community Communications Liaisons
ISD Alliance
#7 - 2016-12-28 16:12:46 UTC
Account Issues are considered priority tickets and are handled on a level higher than GM's. While ticket times vary, please note that transaction issues such as this require a lot of back and forth between Paypal and CCP which could be why your response is delayed.

As such matters are private between CCP and the pilot, the thread will be closed.

ISD Max Trix

Lieutenant

Community Communication Liaisons (CCLs)

Interstellar Services Department

I do not respond to EVE mails about forum moderation.