The April payment probem

[mightyric]

Hi there,

 

would it be possible to "stretch" the time limit on blocking the purchased serials? I would feel more comfortable if I would get my refund first, before making a second payment.

 

As far as I understand, it isn´t ED´s mistake but the problem shouldn´t be dumped on the users nor ED so I would appreciate a further deadline for making the second payment. I got your email with the request for the second payment today (or yesterday don´t know exactly) so a deadline for deactivation of the serial of one week seems a little bit rushed, ED should give us an reasonable amount of time to take care of things.

 

I trust you guys but we should do this in a way that feels good for both sides :)

[f3n3k]

Hi there,

 

would it be possible to "stretch" the time limit on blocking the purchased serials? I would feel more comfortable if I would get my refund first, before making a second payment.

 

As far as I understand, it isn´t ED´s mistake but the problem shouldn´t be dumped on the users nor ED so I would appreciate a further deadline for making the second payment. I got your email with the request for the second payment today (or yesterday don´t know exactly) so a deadline for deactivation of the serial of one week seems a little bit rushed, ED should give us an reasonable amount of time to take care of things.

 

I trust you guys but we should do this in a way that feels good for both sides :)

 

 

Agree with this and it's the only solution for all this problem with your customer or a gift lol (yes i dream but 1000views it's not a good advertising)

Edited April 29, 2013 by f3n3k

[Damien]

Good day.. Hell of a first post, Huh?

 

I received the e-mail as well this morning when I woke up. Thinking nothing of it I paid again. Now looking into it after reading the thread, I'm showing transactions completed through my bank and paypal from April 11th-12th.. (My bank only reserves the money for 72 hours) How would you like me to proceed in order to prove money was transferred and then the transaction was completed through paypal? I can provide screenshots as needed.

 

-Damien

[Fuby]

I had the same email.. The bank shows 39.99 gone.. paypal takes the money right then.. which puts it into your paypal account..then they take it from there and pass it to you.. people use paypal to "avoid" these claims.. paypal says they paid you guys.. you deal with paypal and don't threaten to remove keys from customers who purchased in good faith.. because thats not good faith on your end. extending the funds returned, if ever returned, is better than losing customers for life.. I will not pay double. I own everything you guys sell.. I would rather not make this my last purchase.. that's YOUR choice as well.

 

we all have our reciepts and tracks to kelly@fighter-collection.com

Edited April 30, 2013 by Fuby

[3instein]

LOL,got the same mail as you guys today,but think I will wait and see how this pans out once the hysteria quietens down.

 

Maybe Belsimtek got fed up waiting and re-routed the cash flow. :thumbup:

 

Taxi for Mick. :music_whistling:

[UrbanTerrorist]

Explain this if you can,

 

Notices

Dear customers,

 

Due to an error in the order processing system in the period from April 7, 09:14 am till April 24, 09:36 am (UTC times) we ask you to follow the steps that have been described in the letter (sender webmaster[at]eagle.ru).

 

The letter was sent only to those customers who have made successful purchase in our e-shop during this period. Please check your mail or write to aprilpayment[at]eagle.ru

 

The last paragraph as I read it says "The letter was sent only to those customers who have made successful purchase in our e-shop during this period?

 

Successful? er, what, your telling me it isnt?

 

PR nightmare.

 

Either way, I have been advised by my bank that as soon as ED/Fighter Collections cancels my activation code, I can start the ball rolling with a Complaint and various other UK Consumer Law stuff that protects the Buyer from this very unfortunate situation.

Edited April 30, 2013 by UrbanTerrorist

[159th_Viper]

Explain this if you can.....PR nightmare

 

Not detracting at all from the importance of the overall situation and the absolute necessaity of 'getting it fixed' so to speak, but that aside, before it gets explained to you, why don't you see if you can do any better in Russian and post that up for us to see.

 

Addressing the issue is one thing but having a go at linguistic/phrasing/skills of people whose first language is so far removed from English is just not cricket, is it? Hell, English is probably not even their second language but here we are having a go at them for 'incorrect' phrasing?

 

Would have thought we are better than that.

[lxvanwyk]

This is a bit of a problem for us international customers as the exchange rate between $ and whatever our currency is could be different at this stage (positive or negative). In my case it cost me a few bucks extra cause I specifically check the rates before I purchase.

[Lange_666]

Addressing the issue is one thing but having a go at linguistic/phrasing/skills of people whose first language is so far removed from English is just not cricket, is it? Hell, English is probably not even their second language but here we are having a go at them for 'incorrect' phrasing?

 

Viper, you are 200% correct if you talk about individuals on forums like these but not when it comes down to a company which goal it is to make money and doing so all over the "globalised" world. They need to have their shit together. And by last means they can always contact someone who can do the translations for them.

 

Also, i don't like the way ED is handling this situation. It seems that everybody who has purchased something between the 2 dates mentioned in the mail is contacted, even those who's transaction have gone through.

It's ED's job to seed out every failed transaction and contact those people who's transaction failed, not let the customers find it all out by themselves.

 

If i was a victim, i would wait and let the date of 5 may pass without doing anything and if then my activation key was cancelled, only then i would react with a proof of purchase to get my activation key back. It's then up to ED to check if that first transaction went through yes or no. If not, the money will eventually bounce back over time (after the holding period by the bank is passed) and only then i would re-purchase.

 

I also praise EtherealN. With the limited means he has to solve stuff, he's doing a hell of a fine job but it's not his job to do this. It's time ED is getting their act together in this and also get their support through the ticket system back on track. This is going on way to long now.

Edited April 30, 2013 by Lange_666

[UrbanTerrorist]

Not detracting at all from the importance of the overall situation and the absolute necessaity of 'getting it fixed' so to speak, but that aside, before it gets explained to you, why don't you see if you can do any better in Russian and post that up for us to see.

 

Addressing the issue is one thing but having a go at linguistic/phrasing/skills of people whose first language is so far removed from English is just not cricket, is it? Hell, English is probably not even their second language but here we are having a go at them for 'incorrect' phrasing?

 

Would have thought we are better than that.

 

That is a very good reason, however, with the seriousness of the situation and the way in which is has been actioned, I would have thought that ED/FC would make sure that any correspondance posted in whatever language is checked, double checked and triple checked to make sure that the message is conveyed correctly, sensitively and above all professionally.

 

If that is too much to ask, then for goodness sake, what hope is there of sorting this "mess" out.

 

Before the email was sent, I would have at least expected a "crib sheet" of what to do in regards to contacting your bank and Paypal and what questions are to be asked with any other helpfull information that would aid your customers to try and check themselves for a situation they did not solicite or warrant.

 

I understand that you are wearing your ED "hat", but this is just a joke. Do you realise how much time/effort it takes to try and talk to someone in Banks/Paypal that can give you a straight answer without being put on hold for minutes/hours. Time is money. Are ED going to re-imburse for all these calls to our banks to see where the money has gone?

 

The email sent from ED/FC, was, from a professional point, ill thought out and poorly executed with little regards for understanding it was apathetic to say the least. The "deadline" for the activation codes de-activation should be extended to reflect the refund that everybody is going to get back according to the replies on here. Some banks take 48 hours, some take a month. Why charge your customers again BEFORE they have received their hard earned money from a mistake ON YOUR END ?

 

Again, thank you for your reply. It did not help.

Edited April 30, 2013 by UrbanTerrorist

[TomDK]

I have had a phonecall with my bank.

PayPal took the amount from my MasterCard, no reservation .. real money transfer ;)

 

Therefor I have payed my software.

 

If MasterCard books my money back, I will pay again. But ctually I got software, I payed for it.

 

 

Cheers

Tom

 

 

 

 

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.

[159th_Viper]

 

I understand that you are wearing your ED "hat"

 

I am not. I am wearing my 'common-sense' hat.

 

Again, thank you for your reply. It did not help.

 

It was not meant to.

 

It was meant to express my dissatisfaction at the apparent inability of some to strive towards an amicable solution without having to resort to muddying the waters by posting scurrilous remarks as it pertains to the author of the e-mail's linguistic capabilities.

[UrbanTerrorist]

I am not. I am wearing my 'common-sense' hat.

 

 

 

It was not meant to.

 

It was meant to express my dissatisfaction at the apparent inability of some to strive towards an amicable solution without having to resort to muddying the waters by posting scurrilous remarks as it pertains to the author of the e-mail's linguistic capabilities.

 

Ok, I see that you find this irksome to yourself for some of ED customers to understand and accept this situation.

 

May I ask if you are an authorised spokeman for ED on this matter of Payment and Activation, within these forums run by the company?

 

My bank confirms a direct debit transaction and paypal have confirmed the "sale of goods" then what is the next course of action for the restof us in the same boat.

 

We have received a deadline to act on. Money has been paid. What else would you like us to do? Pay again when there is no evidence (to-date) from our banks indicating a false sale?

 

I am not going to pay again until I see evidence of a refund from the original transaction.

 

As for the "translation" arguement, that is a poor excuse. We live in the 21st Century and good legal, PR and Marketing people are easy to find and hire for a sensitive case like this.

 

Language barriers can cause confusion, anger, mis-interpretation and above all lack of confidence in a Multi national Software development company. These are facts, not opinions.

 

I will take your responses as an Official reply from ED until you clarify your standing within the company on this matter.

 

Thank you for your reply. It still does not help me (and many others) find out where our money has gone.

[Alicatt]

I agree with Urban Terrorist.

Anyway isn't The Fighter Collection based in the UK?

[159th_Viper]

 

I will take your responses as an Official reply from ED until you clarify your standing within the company on this matter.

 

My status is on par with yours. I am just a regular forum member that happens to be part of the ED test team. So, do not do yourself the injustice of taking my responses as an official reply from ED - you would be erring in that assumption. In this particular instance I am just a regular individual that cannot seem to understand why it is that people find it necessary to have a go at other peoples language skills (as I have explained in my previous posts).

[UrbanTerrorist]

My status is on par with yours. I am just a regular forum member that happens to be part of the ED test team. So, do not do yourself the injustice of taking my responses as an official reply from ED - you would be erring in that assumption. In this particular instance I am just a regular individual that cannot seem to understand why it is that people find it necessary to have a go at other peoples language skills (as I have explained in my previous posts).

 

Thank you for clarifying your standing. I did not assume, thats why I asked you to clarify it.

 

Many of ED customers do not keep up with the "forum" , myself included. I received a rather confusing email saying my payment had not gone through and I had to pay again by the 5th May or my activation code would be cancelled.

 

In this day and age of internet "phishing" scams etc, I had to contact my Bank and Paypal, incurring added costs to myself to verify the email that I had received.

 

My Bank has confirmed a payment. It has gone. Paypal have confirmed a "Completed" sale. My account does not show a "holding" amount".

 

Customer support is sparse on answers. You are implying that I am being difficult by airing my opinions. You are wearing a ED TESTERS moniker next to your name. You are affiliated to a company (albeit, in a testing role) that are not giving us the answers and additional help we need to clarify more in-depth with our banks/Paypal, thus incurring more time and costs to ourselves.

 

Is it so un-fair for a paying customer to post on a Company website, their frustration and annoyance on this whole saga? Their is no light at the end of the tunnel here for some of us. As far as our banks and Paypal accounts are concerned, its a sale. Money has gone and been debited somewhere.

 

You may find this entertaining, i admire your commitment to ED, I do not find this entertaining. I have found this to be a very unpleasent experience, to which I cannot do anymore until my activation code is cancelled and I start the "Dispute" ball rolling with my Bank.

 

I have been asked to provide all Company correspondance (which includes official Forums) to back up the claim.

 

Your replies in this section, especially with the ED Tester moniker label under your name may have been perceived as a response from an official ED spokeman on this matter.

 

I am still no further forward in coming to a "amicable solution" to this problem apart from "pay again or we will cancel the activation code"

 

I uphold my earlier remarks, the PR is not working. Your comments added more "confusion" and "mis-understanding" to the situation.

 

I am seeking answers, not excuses or opinions on where my money has gone too.

 

Thank you again for your reply, I hope you see it from where I am sitting.

Edited April 30, 2013 by UrbanTerrorist

[159th_Viper]

Thank you again for your reply, I hope you see it from where I am sitting.

 

I understand your frustration, believe me. I know what a PITA a bank can be, in particular one starting with a N and ending with a T. I am also neither defending nor quoting TFC/ED. Why would I? Truth be told this is a bit of a cluster.......

 

That said, it has been confirmed that this matter WILL be sorted out. It would however be a far, far better experience had by all if we can all move on from the linguistic nitpicking in moving forward to get the matter resolved, sort of catching more flies with honey than vinegar and so on. The shite-storm that a subjectively 'ill-worded' e-mail has caused, albeit objectively understandable due to, as explained, language differences, does not contribute towards the solution of the issue at hand.

 

That said, I have repeated myself enough already. I hope you understand now here I am coming from.

[Alicatt]

Checking again with my bank, the money has been debited from my account to PayPal, the money has been transferred from PayPal to TFC/ED's account and the sale is complete. Why then do I get a message saying

You payment has been failed. So we ask you to re-purchase the order (you can find it in the cart). Money for the failed transaction will be returned to your account in about 1 month.

Failed transaction details you can find in the attached file.

You can contact Paypal with this details.

There was no file attached to the message.

[UrbanTerrorist]

Checking again with my bank, the money has been debited from my account to PayPal, the money has been transferred from PayPal to TFC/ED's account and the sale is complete. Why then do I get a message saying

There was no file attached to the message.

 

I am in the same situation. I suggest the accounts team go through every transaction individually and reply on a one-to-one basis rather than a generic response to everyone.

 

I know that this will take added time, but lets be honest, everybody has banks that operate is a slightly different way on their procedures, right?

 

If it takes a month, two months, so be it.

 

The 5th May deadline was the icing on the cake.

[UrbanTerrorist]

I understand your frustration, believe me. I know what a PITA a bank can be, in particular one starting with a N and ending with a T. I am also neither defending nor quoting TFC/ED. Why would I? Truth be told this is a bit of a cluster.......

 

That said, it has been confirmed that this matter WILL be sorted out. It would however be a far, far better experience had by all if we can all move on from the linguistic nitpicking in moving forward to get the matter resolved, sort of catching more flies with honey than vinegar and so on. The shite-storm that a subjectively 'ill-worded' e-mail has caused, albeit objectively understandable due to, as explained, language differences, does not contribute towards the solution of the issue at hand.

 

That said, I have repeated myself enough already. I hope you understand now here I am coming from.

 

Everybody affected has read the email, hence our conversations in this sub-forum. It was not the greatest of apologetic correspondance i admit.;)

 

However, Some people are seeing the "failed transactions" others (myself and others) are being told its a confirmed sale.

 

This is where the frustration and worry is coming from. Hense, I suggest that the ED/FighterColl team go through each transaction individually that were affected in this time period and find out exactly where the money has gone.

 

The 5th May deadline was the icing on the cake, Pay again or ByeBye activation licence code.

 

It has already been said that some banks can take up to a month to refund this money that has been put in a "holding" acount etc... But thats just it, my holding account is empty, sale has gone through according to Paypal/Bank.

 

ED are telling us to pay again, your refund will come through later, but will it? I'm not seeing the same information that I am being told.

 

Who do I/We beleive? a generic email or our own Banks/Paypal advisors on the phone.

 

Its costing a small fortune in telephone toll charges to sort out something or nothing.

[Alicatt]

Everybody affected has read the email, hence our conversations in this sub-forum. It was not the greatest of apologetic correspondance i admit.;)

 

However, Some people are seeing the "failed transactions" others (myself and others) are being told its a confirmed sale.

 

Who do I/We beleive? a generic email or our own Banks/Paypal advisors on the phone.

 

Its costing a small fortune in telephone toll charges to sort out something or nothing.

Especially when you are in another country than your bank just now and it is an international call back home to speak to them.

Alicatt a Scot in Belgium.

[bumfire]

Reading all the posts, it seems that those whose tranfers look to be successful BUT might not be are those who used paypal.

 

IF the problem is with Sage pay, the company that ed uses for transactions, if they had a problem which by the looks of it they did, then those who used paypal, sage will have connected to them and took said funds from your account and then not passed it onto ED, its either on hold or somewhere on sages systems.

 

I personally after buying a second copy after getting the email called my credit card company last night and with what they told me, no transaction ever took place except the one from yesterday.

 

So to me, it looks like sage and paypal have messed up, or possibly just paypal ?

 

Has anyone who straight up used their credit or debit card like me and not used paypal had money taken from their account ?

[Dauntless]

I have two payments paid in full!

:(

[EtherealN]

This is where the frustration and worry is coming from. Hense, I suggest that the ED/FighterColl team go through each transaction individually that were affected in this time period and find out exactly where the money has gone.

 

This is being done, of course. But there is a lot of them.

 

The 5th May deadline was the icing on the cake, Pay again or ByeBye activation licence code.

 

As I mentioned yesterday, this will most likely be extended. Last I heard was 31 days (meaning roughly 24th of May).

 

Since we're having reports of some users having had their payments go through, and some users having never had money deducted, I am geetting the impression that paypal transactions charged money while "normal" card transactions did not. I have however not been able to get this verified yet, but it is being investigated.

 

Please, everyone, nothing is helped by having arguments, I feel it is much better to keep the thread as much to-the-point as possible so that other users seeking information can read the thread easily. Bee assured that everything will be set right.

[Jimbo1606688299]

Why not take a leap of Faith for your customers and honour all those that can prove "on paper" that a transaction has been completed during those time periods that you stated have caused such discontent.

I'm sure you will find these customers will return the same faith and purchase another Module from you for doing so. I have since already done so, without any Problems and I might add I Paid for that second module the exact same way.

For the trust of your customers what's the price of PR and loyalty versus a return of customer. Isn't DCS world a "sandbox" !!

I might also add as I have contacted my account holders who assure me that this has most defiantly 100% been paid out. If you insist that it hasn't I MOST defiantly will not be paying again and will not be purchasing any further products from your company.

Regards at the moment, loyal customer....