Tech and Talk > Gaming > PC gaming GAMES > [SWTOR] Billing Issues - Bad Customer Support

[SWTOR] Billing Issues - Bad Customer Support

Did you try to call your bank to see if this is true?, If the bank is rejecting the charges there is nothing they can do.

On this cases I always check with my bank first.
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"Do not follow where the path may lead. Go instead where there is no path and leave a trail."

reply to Kulldar
Did you check with your bank to see if what he was telling you was right?

Minus the wait times, I'm not seeing too much of an issue with their support. It doesn't sound like it's a common problem(yet) so that's why it got kicked around to different areas.

I would call your bank and see what's up first before getting too mad.

reply to Kulldar
This happened last night and I haven't called my bank yet. But it seems odd to me that my bank, Visa and Mastercard (3 different financial institutions, Credit Union One, Juniper Mastercard and Capital One Visa) would all reject the charges just for me.

My guess is something is wrong on their end with my account, seems like the most logical explanation.

My issue with their support wasn't necessarily the people on the phone but if this is truly a known problem I guess I expect EA/Bioware to resolve it globally instead of telling all these supposed cases to call their bank.

I'm not mad, just shitty I even have to do this. I think my bank opens at 9am. I'll call them then.

my capital one visa is working fine for me, so unless theres something significantly different between our accounts with them(mines just a regular credit card, $1000 limit), at least the visa should be working.

reply to Kulldar
I used to have this problem on poker gambling websites. My bank used to stop payments on anything that had to do with "gaming" for that reason. I just had to go to the bank and say it was for a video game and they fixed it. You may want to try that first. Other way which is more annoying is to buy visa preapproved credit cards and use those.

reply to Kulldar

what are the odds 3 different banks are denying the charges though?
I think thats the most damning evidence against EA.

USAA isn't. Stop using shitty banks.

reply to Kulldar
@Kris. Correct, *think*. I used all the information available to me at the time and formed a hypothesis. Seemed like the most logical explanation...

Update:

Credit Union One - My bank says they don't see the charges at all. But in talking with the bank representative I wasn't really confident she knew what she was doing. She sounded like she just got through smoking a fatty.

Capital One - Lisa from Capital One confirmed that a verification charge of $1 was posted to my account from www.stor.com blah blah blah. Capital One DID NOT deny the charge.

Juniper Mastercard - "Bill" (?), with a very strong accent, also confirmed that a verification charge of $1 was posted to my account. It also was NOT denied.

Getting a little annoyed at this point. I can't log into my SW:TOR account from work so I'll have to wait until I get home to call them again.

Doesn't EA sell games cards? If so can you get a discount purchasing 6 months at time? I'll go this route but I'd like to take advantage of the 6 month subscription savings... yes I'm a cheap ass.

reply to Kulldar
Sounds strange. I've had a situation like that with my CC I use for my gaming accounts (deliberately only have a $200 limit on it, just in case the account is compromised). Oddly, it was with Blizzard's billing that I had a problem with, the Star Wars stuff went right through without an issue. Now I do have about 6 months worth of game cards on the SWTOR account, so I haven't actually been charged on the card yet that I'm aware of. I may run into something similar.

From a personal standpoint, I liked it when the item got flagged. Made me certain that unauthorized purchases would be questioned.

reply to Kulldar
I ran into this same issue when I first bought the game. I tried to set up my subscription but was not able to. I tried multiple cards still no success, called my bank they said it was not on their end. Called customer service and still no help.

I guess when I was putting my CC info into the system and when I picked what type of card I had I did not choose the right one. I have a visa, but when your choosing a card type there was a couple that had visa to choose from. I chose what I would normally choose when purchasing something online. I went back after reading something on the forums and changed the type. Success my CC was able to go through without any issue.

Not sure if this will work or help you with your issue. Just thought id post it in case anyone else was having issues with this.

reply to Kulldar
I called Star Wars customer service last night and only waited on hold for about a minute and a half. I went through the account security Q&A with the representative. I explained the situation and relayed the details of my phone calls with my bank and credit card companies. I was transferred to what I assume from my previous call was tier 3 support. I went through the Q&A stuff again, then I explained the situation...again. The dude said the charges had passed their system and the problem has to be on all three of my financial institutions.

I was getting very frustrated, I told the guy that no game was worth all this trouble and asked him "What do you recommend I do to remedy this problem." The guy said I needed to contact my bank and credit cards to work out the problem. In the meantime he recommended that I go to the EA Origins website and purchase a game card. We argued a bit more, I thanked him for his time and ended the call.

One thing he said during our conversation has me a little curious. He asked if I had moved recently to which I responded, "Yes, in October of 2011", my account with Star Wars opened in July 2011. He then said something to the effect that, "Sometimes when customers have changed their address we've had problems" and it was left at that. I didn't think much of it at the time but it has me thinking about it now. Even though my current address is correct on all my financial accounts and with my Star Wars account I'm wondering if maybe this has something to do with it. Just the way he said that gives me the feeling he knew something he wasn't going to tell me. Either way I'm done dealing with it. If I decide to continue playing I'll buy a game card. Hopefully that website accepts my payment...

tl;dr - No resolution. Advised to buy a game card.

Seems like more trouble than needed. Very akward situation. Did the charges show up your balance?

reply to Kulldar
The title is misleading. It's not bad customer support it's just a problem neither you or them can tract down. They are giving you fine support as best they can from your posts.

Haters gotta hate. It's too much to expect someone in the wild internet to post a fair and balanced title?

Welcome to DSLR, btw.

I'd be really interested in finding their support phone number. The one on the site says "This number is unallocated" and then goes to a fast busy. Brilliant!!

780-430-0164

This is the bioware corporate office. Then use the menu choices to be transferred to the site.

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I'd take the time to insult your intelligence but you probably wouldn't get it.

reply to Kulldar
You honestly wouldn't consider this bad customer support? I'm not talking specifically the representative on the phone but from the company as a whole?

Or are you just trying to be argumentative... because you think that makes you edgy and cool?

reply to Krisnatharok

reply to Kulldar
Here's a bit of brilliance:

To remove your Security Key you have to call customer support. Their phone number is not correctly posted on the 'Contact Us' page. If you have the Mobile Security Key and have them remove it you currently cannot configure a NEW Mobile Security Key to your account at a later time. They can, however, establish a physical device to the account for only $5 plus shipping.

"This is a known issue and is being worked on".
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I'd take the time to insult your intelligence but you probably wouldn't get it.