The April payment probem

[f3n3k]

Hello, I received this from you this morning:

 

Dear Thiebault XXXX,

 

Due to an error in the order processing system we were not able to receive your payment of $39.99 for the purchase you made made through our site – transaction ID TXN7IJX4RXXXXXXXXX.

 

The money was NOT debited from your PayPal account. The was only a hold placed on the amount during the transaction, which was unsuccessful. The money will be unblocked after a time period set by your bank.

 

Your shopping cart, located on our site here: http://www.digitalcombatsimulator.com/shop.php?scr=basket includes a new transaction for a re-purchase. Please make sure you are logged in. We ask that you please process this payment before May 5, 2013, otherwise will have to cancel and block your purchase.

 

We sincerely apologize for the inconvenience and guarantee that no such errors will occur in the future.

 

--

Your Eagle Dynamics

 

 

 

 

Sorry but what's the joke?

 

I do not pay anything, my bank account has been debited and paypal ...

I will not pay a second time as you desire ...

If you have problems with your system, it is with him that he should see or paypal.

Anyway I opened a dispute on paypal because I have a bad feeling about this and I don' want to lose money in your problems.

I'm very angry with your mail and this problem and I hope you found very quickly a solution.

 

Cya

 

edit: check your support ticket for see my screen capture of bank and paypal.

Edited April 29, 2013 by f3n3k
edit

[Alicatt]

Got the same email from them AND the money has already been debited from my account too. I had problems with the shop and could not log into it during the sale period either and had no reply from the ticket I raised about it

[EtherealN]

Please note the following quote in the mail:

 

"The money was NOT debited from your PayPal account. The was only a hold placed on the amount during the transaction, which was unsuccessful. The money will be unblocked after a time period set by your bank."

 

This is called a "reservation" in banking lingo. The money is still on your account, but it is not disposable, since it was "reserved" at the start of the transaction. However, since the transaction did not complete properly, the reservation was never turned into a debit. However, if you look in an account statement online etcetera this can very easily look the same as a debit, because the money is not disposable.

 

The banks have an automatic system that cancels reservations that are never acted upon. If you call your bank, they will be able to confirm this status and time period.

 

We are of course very sorry for this confusion. This is, as mentioned, a technical factor in how transactions work.

[bumfire]

I got same email and repurchased as requested.

 

Etherealn is this for real ?

 

Cheers

 

Edit.

 

I had no problems logging into the shop or when buying the game like some others had a few weeks ago.

[f3n3k]

Please note the following quote in the mail:

 

"The money was NOT debited from your PayPal account. The was only a hold placed on the amount during the transaction, which was unsuccessful. The money will be unblocked after a time period set by your bank."

 

This is called a "reservation" in banking lingo. The money is still on your account, but it is not disposable, since it was "reserved" at the start of the transaction. However, since the transaction did not complete properly, the reservation was never turned into a debit. However, if you look in an account statement online etcetera this can very easily look the same as a debit, because the money is not disposable.

 

The banks have an automatic system that cancels reservations that are never acted upon. If you call your bank, they will be able to confirm this status and time period.

 

We are of course very sorry for this confusion. This is, as mentioned, a technical factor in how transactions work.

 

 

a delay of 14days ???? (purchase 13/04, and now it's 29/04)

I'm not sur, anyway, for the moment my bank and paypal was debited and no refund appear on it, if i see a refund in few days, i resend you the money, but if no money back, I transform my disput in reclamation on paypal...

That's sure.

 

For moment i wait your reply in support ticket, because i send you screen capture of my bank account with debit.

 

I got same email and repurchased as requested.

 

Etherealn is this for real ?

 

Cheers

 

Edit.

 

I had no problems logging into the shop or when buying the game like some others had a few weeks ago.

 

 

Cool for you if you want to pay 2times a game... without proof of a refund on your account...

Edited April 29, 2013 by f3n3k

[EtherealN]

Yes, unfortunately this is for real. We are very distraught over this issue.

[Kite]

Me too. But i have a line problem since 25 april. I hope to have it settled by operator before 5 may. I think so otherwise i will kill fastweb.

As soon as i have the line back i will proceed with second payment. Thought it was a virus in ed forum

Thanks

Kite

[EtherealN]

a delay of 14days ????

I'm not sur, anyway, for the moment my bank and paypal was debited and no refund appear on it, if i see a refund in few days, i resend you the money, but if no money back, I transform my disput in reclamation on paypal...

That's sure.

 

You can ask your bank directly. Only they can confirm this delay.

 

Cool for you if you want to pay 2times a game... without proof of a refund on your account...

 

If there is a double transaction you would of course get a refund.

[f3n3k]

no, no, no, i think you don't understand...

it's not my work to call my bank for check if my money back or somethings like that, it's your problem if you have a trouble with my money, i pay true paypal, it's your system the problem, it's your problems to contact paypal and have your money...no mine.

 

I pay a game there a 3weeks ago and now you want a second paiement without proof of your says. Sorry bu this a joke and a fraud.

 

I contact paypal and i have done here.

 

Thanks for your excellent reply and works

[f3n3k]

the intermediary payment between you and me, it's paypal, not me or my bank, so it is with them that you have to see what problems, not me or my bank. and it is not in my bank account I see the refund but paypal first. Actually paypal say for the moment the payment is past and collected by Eagle Dynamics

 

finished

[bumfire]

no, no, no, i think you don't understand...

it's not my work to call my bank for check if my money back or somethings like that, it's your problem if you have a trouble with my money, i pay true paypal, it's your system the problem, it's your problems to contact paypal and have your money...no mine.

 

I pay a game there a 3weeks ago and now you want a second paiement without proof of your says. Sorry bu this a joke and a fraud.

 

I contact paypal and i have done here.

 

Thanks for your excellent reply and works

 

Dude, its cool for me to buy again because with ED's email as proof, my credit card will refund me if their was a double real transaction instead of one real transaction and one on hold.

 

But i think ED would refund me before that would happen.

 

It's annoying and i think i should get an eagle dynamics t-shirt thrown in for the trouble, but its not like they are going to rip us off buy charging us twice for the game.

[Azrayen]

Hi f3n3k,

 

If I understand correctly what EtherealN said, the time needed for your bank account to show the money "back" (i.e. out of the "hold" procedure) depends on your bank.

 

If so, ED certainly can't ask anything to your bank. It's your bank, not theirs. I don't think I would be happy if my bank gave data relative to my account to another one than me. :)

 

Disclaimer: This is a personal view, not in any case an ED mandated message, whatever may be displayed under my pseudonym on the left of this post ;)

 

Cheers

Az'

[EtherealN]

no, no, no, i think you don't understand...

it's not my work to call my bank for check if my money back or somethings like that, it's your problem if you have a trouble with my money, i pay true paypal, it's your system the problem, it's your problems to contact paypal and have your money...no mine.

 

Unfortunately, it would be illegal for Paypal to give us information about your account.

Similarly, if Paypal acts as payment broker against your bank debit or credit account, they can't know this either. Only your bank will know. And your bank will only talk about your account with you, not with us nor Paypal. That is the unfortunate truth.

 

We are very sorry for the inconvenience, but if either Paypal or your Bank gave us this information, both they and us would be liable for criminal prosecution.

[f3n3k]

any way I contacted paypal and I see it with them, I'm on the phone right now, and it's weird for them, but everything is ok and paid to eagle dynamics....

 

 

So who is the liar now ?

 

Sorry but after 14days, not refund appear on my bank account or paypal, they say the paiement is done...

 

Check your system, you have already my money. or contact paypal for your account ;)

[EtherealN]

f3n3k, I understand that you are upset, but no-one has called you a liar. Please do not use such speech or I will have to lock this thread.

 

This issue cannot be handled here anyway, you need to file a support ticket. If you have already done so, it will be handled.

[f3n3k]

Hi f3n3k,

 

If I understand correctly what EtherealN said, the time needed for your bank account to show the money "back" (i.e. out of the "hold" procedure) depends on your bank.

 

If so, ED certainly can't ask anything to your bank. It's your bank, not theirs. I don't think I would be happy if my bank gave data relative to my account to another one than me. :)

 

Disclaimer: This is a personal view, not in any case an ED mandated message, whatever may be displayed under my pseudonym on the left of this post ;)

 

Cheers

Az'

 

Sorry but you dont understand too

 

I pay by paypal not bank or somethings like that (credit cars etc)... and paypal say to me by phone, this paiement is't done and money was transfered to eagle... the are no refund actually for this paiement. it's all.

For paypal all transaction are ok and thez say to me there no reason to repay... Or give me proof or refund to paypal

[f3n3k]

f3n3k, I understand that you are upset, but no-one has called you a liar. Please do not use such speech or I will have to lock this thread.

 

This issue cannot be handled here anyway, you need to file a support ticket. If you have already done so, it will be handled.

 

 

I open a support ticket this morning but not reply....

Ok I wait, but do your job please, it's no me to do yours....

check your systems and it's all, or proof me where is my money actually

but paypal say you have my money..

 

Cya

[EtherealN]

Sorry but you dont understand too

 

I pay by paypal not bank or somethings like that (credit cars etc)...

 

Sorry, I was confused when you stated that "my bank and paypal was debited".

 

We will handle this in the ticket.

Unfortunately there are very many such tickets.

[Alicatt]

I have just checked my PayPal account and it says it is paid and completed and I have forwarded on an image of the statement to support.

 

For me the PayPal transaction was completed on 15th April 2013 and the money was taken out of my bank account on 17th April.

[EtherealN]

Thankyou Alicatt.

 

The tech people are looking into these aspects and we are in communication with our payment processors about this. We might extend the period mentioned in the e-mail.

 

Please do accept our apologies for this problem. What I can say is that we did not receive the funds, and we will find a way to make everything right.

[Hellfire257]

ED has an uncanny habit of reminding me of Fawlty Towers.

[EtherealN]

ED has an uncanny habit of reminding me of Fawlty Towers.

 

Part of me wants to take this as a compliment... :)

[f3n3k]

I have just checked my PayPal account and it says it is paid and completed and I have forwarded on an image of the statement to support.

 

For me the PayPal transaction was completed on 15th April 2013 and the money was taken out of my bank account on 17th April.

 

 

Thank you for supporting me, and we're not alone ... I have a friend who has the same problems and is also on his money is gone and will not return ... especially after this delay.

[EtherealN]

Don't worry f3n3k, we will make this right.

[Alicatt]

Don't worry f3n3k, we will make this right.

Hope so!

I've sent the details of the PayPal transaction on to Ticket No. 21328