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  Click here to go to the first Rift Team post in this thread.   Thread: Trion/Support Double charged me, refuses to reply to me

  1. #1
    Plane Walker
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    Default Trion/Support Double charged me, refuses to reply to me

    This is totally not the correct place to post such a thing but I feel as I have no other direction to turn.

    Last month as my patron was about to expire I went to reup my account for a year. I was on the $99/year promotional pricing but the credit card that was attached was expired. After trying numerous times to change the credit card info by 'updating' the info, it was clear the only way to to so was to start a new subscription. I started a new 12 month subscription at the $119/year rate and figured a quick ticket to Trion would give me a $20 credit back and everything would be ok as any issue I've ever had with Trion has been dealt with really fast. Man was I wrong.

    I put in my ticket on Sept 14th and got a reply the 16th saying that they were unable to refund me the $20 difference but would give me that amount as in game credits and would update my billing to the $99/year rate. I take this as admission of them making a mistake. This was very unsatisfying to me and prompted me to PM a dev on here as a friend in game had suggested, to which the Dev's response was 'They credited you with in game credit's, did they not tell you.' To which my reply was, in game credits do not pay my bills. At this point I'm pretty pissed off. I'm in retail management and as such I have to deal with mischarges/wrong pricing and upset customers on a daily basis. 99% of the time if you communicate with a customer and give them what they are due, they walk away happy.

    A week or so later my wife asks what a $99 charge from Trion is. I look into it and Trion has charged me AGAIN and this time for $99 to go along with the $119. The ultimate kicker is that they didn't even charge the same card that they charged the $119 to which is beyond me as the default card to charge is the same as the one charged $119. So obviously I put in a ticket on Thursday (9-24) and PM'd the same Dev. I have recieved 0 reply from either.

    Trion has stolen $119 from me and refuses to reply to me PM's and tickets. I do not accept that 'Trion is busy' as it has been 5 business days or more and there has been no contact from them.

    I have enjoyed Rift since early 2011 and still enjoy it to this day so having this happen has taken a lot of fun from the game.

  2. #2
    Shadowlander
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    Default your surprised?

    Money corrupts..
    It is accepted that all free-to-play need to charge for things to pay for ..umm staff, power, pixels, hardware upgrades, company condo-shares. (laughs*)
    Subscriptions / loyal players are bread n butter. They should give priority to those people in dealing with issues , especially financial. latetly I have also found no improvement in the broken "Rift-store", as they are quick to take.. and accidently keep taking..every day out of my account....(oops, i'm told it's just a glitch)
    And as Trion discovers, making anything that is purchasable with plat or marks, Credit only, it's a pure cash grab. and like a junkie with a fistful of dope, you'll sadly never see your cash again.
    Last edited by Rastifann; 10-01-2015 at 07:30 AM.

  3. #3
    Rift Chaser
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    Default

    Quote Originally Posted by Rastifann View Post
    Money corrupts..
    It is accepted that all free-to-play need to charge for things to pay for ..umm staff, power, pixels, hardware upgrades, company condo-shares. (laughs*)
    Subscriptions / loyal players are bread n butter. They should give priority to those people in dealing with issues , especially financial. latetly I have also found no improvement in the broken "Rift-store", as they are quick to take.. and accidently keep taking..every day out of my account....(oops, i'm told it's just a glitch)
    And as Trion discovers, making anything that is purchasable with plat or marks, Credit only, it's a pure cash grab. and like a junkie with a fistful of dope, you'll sadly never see your cash again.
    Not sure what game this fella here is playing, but it isn't one of Trion's.

    Say what you want about the quality or ethics behind their business model....but they don't rob people. Never seen or heard of this ever.

    To the OP, hang on tight...I'm sure they'll get your cash back to you, hopefully sooner rather than later. Sounds like a human billing error to me, granted one that shouldn't have happened but unfortunately did.

  4. #4
    Plane Walker
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    Default

    Sadly it look posting this to get their attention, but it seems as they have processed a return.

  5. #5
    Plane Touched Bringer's Avatar
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    Quote Originally Posted by Finerty View Post
    Sadly it look posting this to get their attention, but it seems as they have processed a return.
    I have typically had good responses on issues like this. It is usually in game silly stuff that takes forever.... like name changes ;).

    SEPTICTANK

  6. #6
    RIFT Community Ambassador Slipmat's Avatar
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    Default

    Yeah, it's a pain when the Bank issue a new credit card, have to jump through a few hoops with Trion customer support to get the Storm Legion recurring year Patron discount re-enabled as it's also a pain to have to cancel current sub and then start a new one but....

    In the two times i had to do this, they always put me back on the reduced rate, just hang tough.

  7. #7
    Plane Walker
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    Default

    Admin can close this thread if they wish. Issue resolved.

  8. #8
    Plane Walker
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    Default

    Glad it is fixed. I have to admit I'm a little concerned that it took a forum post to get this type of things resolved. Based on my previous experiences with Trion, they always are able to quickly resolve any types of billing errors, usually within 1 or 2 business days. But this is concerning to me as a customer.

  9.   This is the last Rift Team post in this thread.   #9
    Rift Team Ocho's Avatar
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    Quote Originally Posted by Gurgi of Prydain View Post
    Glad it is fixed. I have to admit I'm a little concerned that it took a forum post to get this type of things resolved.
    Actually the forum post probably had nothing to do with it, it just happened to coincide with our Customer Service team processing the request.

    This all does bring up an important point though, in that when you are pursuing CS issues you should always focus your efforts on submitted tickets. In this case the OP contacted me, and I was in the process of looking in to the topic. I wanted to make sure I had all the info. Unfortunately before I could complete my investigation, personal matters kept me out of office. My availability is still very limited actually, although I will be in for the livestream tomorrow *fingers crossed*.

    We all get frustrated when things take a long time, or when responses aren't necessarily what we might want. That's reasonable. And I am still going to follow up on this request as I want to understand what occurred in this case. But always focus on the most direct way of dealing with the matter, with the people most relevant to your issue. In this case, it's cs tickets with our cs staff.

  10. #10
    Plane Touched Jabberrwocky's Avatar
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    Quote Originally Posted by Bringer View Post
    I have typically had good responses on issues like this. It is usually in game silly stuff that takes forever.... like name changes ;).

    SEPTICTANK
    Septic you're a baddie.

  11. #11
    Plane Walker
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    Both times i placed a ticket first. I only came here when i thought i have sufficient time for any response.

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