The April payment probem

[f3n3k]

Oki thanks i wait, sorry for the langage but i'm so frustrated about this.

[bumfire]

Well i have paid for a second copy as the email suggested, but after hearing from people here that money has indeed been taken out of their account, i will be contacting my CC company in half an hour and if indeed two payments have been taken and not one taken and one on hold, i will be doing a charge back.

 

As if this is the case, ED should of looked into more deeply before sending out a mass email.

 

If EDs payment processor hasnt paid ed but taken our money, thats EDs fault and not ours and I will be mad if I have purchased fc3 for a second time if the original payment has went through ok and is not on hold.

[EtherealN]

bumfire, we are still in the process of conducting additional checks due to these reports. If there is any error, a refund will be issued.

 

But as mentioned, this is best handled in the customer support system, since it is impossible to track transactions from forum accounts, but the support system does have the necessary links.

[bumfire]

Rgr, will get a ticket going once i hear from cc company and only if the money has been taken twice, if not everything is good.

[UrbanTerrorist]

I am in the same boat. Great email to receive first thing in the morning.

 

After checking with my bank, they can confirm my payment has been paid. Paypal transaction is "complete", The money is no longer in my Paypal account.

 

I spent the best part of 8 hours trying to sort this mess out at some considerable cost in telephone Toll charges to my bank and Paypal and are no more the wiser where this "money" has gone?

 

Seriously though, In the UK we pay premium rate phone charges to our Bank Customer Support and Paypal Customer service. The total cost of the telephone Toll charges is going to exceed the price of the item I bought in good faith (£20 GBP)

 

I am getting very concerned on where this failed transaction happened and why I cannot see it still in my Paypal account.

 

More phone calls to Premium Toll numbers to sort out a mess I never created.

 

Oh, and just to moan some more, I have to the 5th May to re-pay or my activation key is going to get banned/cancelled.......Thanks.

 

Thanks ED.

Edited April 29, 2013 by UrbanTerrorist

[Alicatt]

Hmmm just got a message to say ED has "failed" my payment and that I have to wait 1 month to get my money returned.

Not very happy here at all.

I had already purchased BS1 when it first was announced and then later the beta upgrade to BS2, mean while I had a RAID controller failure on my MOBO which took out one of my HDDs and I lost the activation details for BS1, this is not the fault of ED, but mine and I cannot find a back up of the details. At the time of re installing my software ED announced the sale and I thought to take advantage of it to purchase the full version of BS2 rather than use the upgrade version I had, but the shop would not let me log in and after repeated attempts without success I raised a ticket to the issue from which I got no response from ED. meanwhile the sale ended and I was left to purchase the full version of BS2 at the normal price. Now, more than 2 weeks later I get this? Is someone having a laugh here?

 

I've supported ED from them first showing me LOMAC at the International Filght Sim Show at the Hilton Hotel in Birmingham on October 2003, I still have that original demo disk from the show too, and I have bought /pre ordered every product from them since.

Edited April 29, 2013 by Alicatt

[Ratfink]

Hi EtherealN, firstly thanks for coming on here and doing your best to calm the situation. I too have received the email, and I am also showing completed Paypal and Bank transactions as others have mentioned. I purchased FC3 on 24 April, just 5 days ago.

 

I think the tone of the email sent doesn't help, it comes across rather aggressive towards customers that have made a purchase in good faith, and demands their action in under 1 week or they forfeit their purchase.

[Demrise]

Hello all,

I too am in the same boat as a lot of you. I received this e-mail first thing in the morning (happy waking up) and immediatly checked my paypal and bankaccounts. These both verify that the payment has been made and that I don't own the money any more.

 

Worst of all: after I contacted support with excerpts of my paypal confirmation I just get an automatically generated message saying I should still pay.

 

I really hope this gets resolved soon and does not escalate in the revokation of keys and resulting disputes or legal action.

[EtherealN]

Greetings Ratfink.

 

Please accept our apoligies for the perceived tone. As you know, very few of ED staff have English as a native language since it is a Russian company. This perception was not intended.

 

I have talked to the system administrator, and the time period will most likely be extended, since reports from you - our customers - both here and in the ticket queue indicate that something else is going on here than what our original information indicated. We are in active communication with our payment processing service to find this out.

 

But of course, whatever happens, you should all get what you paid for, one way or another, or at least your money back.

 

As soon as there is more information, either myself or someone else will make sure this information is brought to you.

[bumfire]

Just called Credit Card company and they can confirm that NO payment at all was taken OR put on hold on the 17th April for Eagle Dynamics or The Fighter Collection.

 

Although one payment for the Fighter Collection is pending and that was the second purchase I made today.

 

I got the lady on the phone to list all debits from the card from april 1st onwards and the fighter collection is only listed on one payment and thats for today, but its still to be taken off their system within 24 hours.

 

So by the looks of it ED's email is correct and those that are having problems with Paypal, its probably just the way paypal works, they will probably find that their money will be returned soon.

 

So it looks like sage pay messed up ???

[Ratfink]

Thanks EtherealN, I appreciate the email wasn't intended to upset and believe me, it takes a lot more for me to get upset!!

 

I have no doubt all will balance out for everybody affected.

[Cake]

I used my credit card directly as opposed to PayPal. I just checked the account and there is still a temporary hold placed on it. I'd certainly feel more comfortable if this hold was removed before paying a second time, but I'm not sure why the original transaction can't be completed.

 

In either case, I'm good for it ;)

 

I like the product, but I'd rather avoid anything that presents even a small future risk of my having to call any phone number and wait on hold for any amount of time whatsoever. I'm really enjoying the forum, but technical support is not something that would make me happy, whether it be for ED or my credit card.

 

So, if it's ok I'll probably wait a couple days and make sure everything is running smoothly before I resubmit my payment.

 

It sure would be nice if a coupon was in the works as a thank you for the hassle, but either way I have only love for this company. ;)

[EtherealN]

Thanks bumfire.

[f3n3k]

Hello,

Then I received an answer on support ticket, apparently it takes 1 month to receive the refund, but what refund ??? The answer is not more explicit than that, there is still a PDF file provides as evidence, there is not much understandable in, ha yes one things,( refunded: NO) for a final answer so I have repay and now wait one month to see if my money will come back. currently no person had the phone in my paypal or bank told me that my money is on hold .. no, it's gone to Eagle dynamics ...

So I see myself and sorry eagle for that,bu i'm not re-pay,wait 1 month, make me revoke my license on May 5, open a claim with paypal, fight for retrive my money, take FC3 +10dollars final product (if I sadomasochistic cause of this story) and especially ... take on another purchase platform as yours ....

And sorry for the tone but I'm not originally from this tone, if I show you the first email, it looks like a notice .... and moreover, no evidence on your part.(and you want evidence from me)

 

I quite understand that this is not your language, it's not mine too;)

 

 

So what should we do??

I repeat, for paypal now, there is no operation for reimbursement. I think we can trust them too, right?

Why do not you want to see with them, you have an account with them to receive the money no??

This story is really more strange as all these mails also ...

 

thanks and cya

[EtherealN]

Why do not you want to see with them, you have an account with them to receive the money no??

 

There is an account with them.

What we cannot check with them is your account, which is what you asked for us to do previously.

 

As you can see in bumfire's post previously, the problem is real; he was not charged.

If, in your case, you were charged, then this will be investigated in due course, but it cannot be handled on the forum.

[f3n3k]

I do not ask you to verify my account .... I ask you to check yours, you can see each of the transaction, and mine on yours ...

 

On support ticket the dialog is very little, i send my evidence directly at the first contact, the reply is same as here, my money is gone and nobody know where is it....

[Giossepi]

I am having the same problem, however I do not want to pay for the product again if the bank says you already have my money, is there anyway i can get the money back from the first order before purchasing this again?

[EtherealN]

I do not ask you to verify my account .... I ask you to check yours, you can see each of the transaction, and mine on yours ...

 

Nothing is gained through arguing about that. This is the post of yours I am referring to: http://forums.eagle.ru/showthread.php?p=1736368#post1736368

[EtherealN]

I am having the same problem, however I do not want to pay for the product again if the bank says you already have my money, is there anyway i can get the money back from the first order before purchasing this again?

 

Has the bank actually stated this?

Remember, there is a difference between a reservation of funds (happens at the start of a transaction) and actual debit of funds (at end of transaction, where reservation is removed and funds transferred). However, if looking only at an electronic bank statement (or ATM slip etcetera), this does not actually show you the funds, it shows funds that are disposable - but funds that are in reservation are not disposable, and thus you won't see them even though they never left the account.

 

Some banks (like mine) can show reservations differently, but usually only in the case of domestic transactions. Typically the only way to find this out is to talk to the bank.

 

If there has been a long delay and you are certain that funds were actually deducted and that they have not returneed, this would have to be handled in a support ticket that includes the details. It is not adviceable to conduct such matters in a publically accessible venue, since they might require details that third parties can use against you.

[Giossepi]

I am working on contacting my bank now, however does it matter what type of card was used in this matter (IE credit/debit) edit:also thank you for helping me in this matter

[RhineHornet]

Received ED's email as well. Purchased FC3. Payment shows to be completed, both on my bank account and Paypal account.

 

Probably totally wrong, but maybe there's a "political" thing going on with PayPal...

 

http://en.wikipedia.org/wiki/PayPal

 

Scroll down to the section "Critisism".

 

:noexpression:

[f3n3k]

Nothing is gained through arguing about that. This is the post of yours I am referring to: http://forums.eagle.ru/showthread.php?p=1736368#post1736368

 

 

Yes, because the problem is on YOUR side, not mine, and in this line is not me to call paypal... on my paypal side all is fine (like my evidence), but noithing on you side....

 

Like you go to market and pay with yours credit card, and 3days after that, the market come to yours house and say you have to re-pay another time because tadadi tadada without evidence... Nope sorry, my account is debit, it's our problem with your terminal-card account and the bank... not me.

i'm not stupid to ask you to call my bank for check my account or somethings like that :)

 

There is an account with them.

What we cannot check with them is your account, which is what you asked for us to do previously.

 

As you can see in bumfire's post previously, the problem is real; he was not charged.

If, in your case, you were charged, then this will be investigated in due course, but it cannot be handled on the forum.

 

Please made ​​the necessary, investigate, what you want, and give me a good explanation, because there is nothing advance.

 

If, in your case, you were charged, then this will be investigated in due course, but it cannot be handled on the forum.

What is the payment and transaction section on the forum then?

 

Any way I recall paypal tomorrow and see if anything new and tell them about the pdf you sent me.

 

Thanks and cya

 

ps: thanks for all this time at phone with bank and paypal, I send you my telephone bill? because after all it's not my fault... ;)

 

Please send all this evidence to an administrator or financial admin..because it's very very strange.

[f3n3k]

Some banks (like mine) can show reservations differently, but usually only in the case of domestic transactions. Typically the only way to find this out is to talk to the bank.

 

have you seen the evidence, because on mine it is clear that I am debit, not waiting.

[EtherealN]

I am working on contacting my bank now, however does it matter what type of card was used in this matter (IE credit/debit) edit:also thank you for helping me in this matter

 

This should not matter. Generally, credit/debit cards are actually the same thing; the main difference is whether they are linked to a banking account or a credit account. Reservations etcetera work the same in both cases.

[Giossepi]

alright ill get back to this as soon as my bank responds, thank you kindly for the help in this matter