Content ID Charges and Billing Issues

[Necromage]

I just remembered, and its a little off topic, but didn't SE say they were going to lower membership prices to like 7$ per month a while back?

[Kaisha]

I just remembered, and its a little off topic, but didn't SE say they were going to lower membership prices to like 7$ per month a while back?

Only if you had an FFXIV account active also that was in a paying state, but then SE decided not to charge monthly for it......yet, so it never came into effect.


Anyways, my bank statement updated, got charged normally here for both my accounts, thankfully.

[Kyria]

I contacted s/e support chat again to let them know my bank had paid and although it was no help he said

Agent Paul Y: There is a known technical issues with our billing servers.
Agent Paul Y: Square Enix has already announced that customers affected will be getting a full refund within the next week.

I haven't noticed an announcement? but ok maybe if the moneys back in my account i can run my card again and go through all over again lol

[isladar]

Edited thread title so it's a little more noticable/general.

[Selamis]

Did anyone get, or still getting error code UCS-60257 when trying to register a credit card? If so, did you have any luck breaking through on the server busy error message and what did you do? I've been trying for almost three days now to register any credit card, and every time I get past the verification process, I get that error on pol viewer. I've tried SE support chat, I've tried calling them, emailing them, they keep telling me the same shit and are of no help, and they won't manually update data on their end. I've tried rebooting my modem, I've tried doing this with my firewall down, I power surged the modem and router, I even tried to enter the payment info from a friend's pc and I keep getting this damn error.

The SE rep I talked to today said that due to the billing error, refunds are going out to those affected by next week, I told him to keep the damn money and help me get back on game again and then asked to speak to a supervisor and they of course told me that none were available at this time. I've done everything I can think of so far to get this to work but it just won't go. I've tried it early morning before I leave for work, when I get home from work, at the end of the night around midnight....every time, server busy.

Any ideas? Or is it just a matter of wait and keep trying at this point?

[Cruzizzle]

Yeah my bank is showing a pending credit of this months fees.

inb4 everyone that was effected is banned next month for "suspicious account activity".

[bungiefan]

Can anyone get me in touch with the guys in this thread, or relay a comment to the official forums?

http://forum.square-enix.com/ffxi/th...-with-webmoney

I can't post on the official forum anymore with my account deactivated for the month, and I don't think I'll be able to reactivate next month when they switch to Crysta. They don't validate non-JP credit cards anymore to pay for JP accounts.

The new billing system requires you to add a valid mailing address to your SquareEnix Account before you can enable Crysta on the account. WebMoney cannot be used directly after this change, we'll have to convert it to Crysta. For those of us not in Japan, that leaves a conundrum. They said in the last FAQ update on the official forum that you can link a POL ID to a SquareEnix Account of another region and it will change the region of the POL ID, but when they first introduced the system and the Security Tokens we had to link to the same region, and there is no way to unlink. Japanese SquareEnix Accounts cannot be changed to another region, the option has never appeared for me.

I've been trying to get in touch with official support for a solution to this, other than just quitting or starting over and giving up my 9 year old character. American support refuses to help at all, and Japanese support stopped supporting in English in 2003. I've been using Google Translate to try to write messages to them, and at current they say there is no way to change the region in my current circumstance, but they seem to have notified the higher ups that there is a problem.

http://img.photobucket.com/albums/v3.../JPSupport.png

There's the last response I got from JP support, 11 days ago. Rikai-chan isn't helping me make much sense of it. Any ideas? Posted as an image because the text wouldn't show up properly when I pasted it here.
My message before the translator hit it:

http://forum.square-enix.com/ffxi/th...382#post135382

The FAQ was just updated on the English section of the forums to say that the region of a Square Enix Account no longer needs to match the region of the PlayOnline ID linked to it however when the ability to link IDs was enabled, you were required to link to the same region, and I had to in order to use a Security Token. There must be some procedure in place for people that linked accounts before the rules changed to make the region change, since people with Japanese accounts that aren't linked yet can change the region of their Final Fantasy XI account simply by linking to an American or European Square Enix Account. Are you punishing people that adopted use of your system early? Are you prejudiced against people that end up having to work internationally? How is this good treatment of your customers?

The American support center says they cannot help with my account, and you also seem to be telling me this. There has to be some option other than starting a new account with a brand new character. You will be losing several customers I know if that is the only option. Please alert the development and management teams of this issue. You run a game that is internationally available, but you do not have your support centers able to communicate with each other when a problem arises because of the international nature of your customer base.

[Vyrr]

A little late, but, do you have to go through their shitty service to get your refund? For 2 trial accounts (purchased through Amazon, so those were paid for), 2 reactivated accounts, and 1 token... they charged me $96.81

[isladar]

Merged bungiefan's thread to this one.

[dabis]

I set up a chat last week with a SE rep. to ask about whether I would be getting my money back or not, and they told me within the week I will be refunded. It has now been over a week, and there is no pending additions to my online statement, so I'm starting to get worried they may just keep my money, unless they are taking longer than expected to refund those affected by multiple charges, which is better than the alternative of getting nothing back.

[bungiefan]

Works for me Isla, I thought about posting it in this thread but wasn't sure if it would fit the theme.

The Japanese text borked when I copied it here, so I guess I'll have to go without or screenshot it later.

[Kyria]

Ok, they sent the money back to my bank account, I waited 2 days to be able to get to bank to put in more moneys just incase. Just now tried my hubbys card (same account but main person) rejected, Placed my card info in and it paid but it said this
http://img.photobucket.com/albums/v4...Kain/wtfse.png
Now, it paid the charges, thats good, but if its declined wtf? Now what? Those are the only cards I have access to, lol how did it pay the charges if its declining authorization?
I'm confused.?

[Lebzile]

Got dangit Resin.

You did not steal me.

[dabis]

Checked my online statement, and the $27.90 they overcharged me was sent back to my account. It took a little longer than expected, but I'm glad they reimbursed me none-the-less.

[NotGreyheim]

Just reactivated this month. Went to check my bank account and saw that I was charged ~$25. Is there an extra fee for reactivation I didn't hear anything about? I could have sworn it said the charge was only ~$13 when I reupped.

[Kaisha]

Did you re-up in the middle of the month? SE makes you pay the difference on the days leading up to the next pay cycle when they go to charge you for the following month.

[NotGreyheim]

Reupped on the 5th if July according to my statement, so it should be covered under this month.

[Hirronimus]

If you are paid up on previous month, they will charge you only for the upcoming month, right?

[Apelila]

Just bumping this because I noticed it over my weekend - SE reversed my doublecharge for account#2, and I didn't even have to call and bitch.

[bungiefan]

Added a screenshot of my last response from JP support about the billing issue. Nothing since, and it's been about 2 weeks.

http://img.photobucket.com/albums/v3.../JPSupport.png

There's the last response I got from JP support, 11 days ago. Rikai-chan isn't helping me make much sense of it. Any ideas? Posted as an image because the text wouldn't show up properly when I pasted it here.

NA support was mostly useless. They said they can't even relay feedback up the chain, and they can't talk to the JP support center. The only suggestion that was new was that I register a Japanese PO Box. They said I have to submit my own feedback here:

http://support.na.square-enix.com/contacttop.php?id=902

and hope the suggestion is acted upon. I wonder how many importers are still left. This is what I submitted:

Spoiler: show

You have issues with FFXI account support when someone moves to another region.

1) SquareEnix ID rules have recently changed. When they were introduced you were forced to link POL IDs of the same

region of the SquareEnix ID. Now that is not the case, and any mix of regions can be linked, converting the linked POL

IDs to the region of the SquareEnix ID.

2) Those of us that linked when you gave us incentives to, via the Security Token, are locked, and when we have moved to another country, we have payment difficulty. (ex. Japanese accounts won't take non-JP credit cards anymore, and suppliers of WebMoney outside of Japan are few in number and charge an additional markup).

3) Your support centers cannot access all FFXI accounts, although all FFXI clients around the world can, so we need to make international phone calls to get support on our account when we change region, or we have to use internet chat. With JP accounts, if our skill with the language is insufficient, we can't get support.

4)To use the new payment system you are switching to, we need to provide a mailing address within the region our account is from. If that address is found to be fake, we can have our account banned. We cannot provide our real address if we have moved outside the region.

Solution) Your support centers need to be able to have access to all accounts, regardless of region, or you need to have communication between the support centers. There needs to be a procedure for an account region change (else you are discriminating against exchange students, and military and government personnel). When you change the rules on accounts like you are with the new billing system, you need to offer everyone the chance to change their account region, and not just limit it to one or two of the regions (like was done for NA and EU SquareEnix Accounts to accommodate European importers of the American version, plenty of people imported the Japanese version too). Final Fantasy XI is already in a population decline, and these problems are not helping to keep your existing player base.

If anyone can help get this issue brought to attention, please do so. I won't be able to come back to my character if the situation isn't resolved.