World of Warcraft - English (NA) Forums -> Regarding Online Payment Issues.

Pavonum

Blizzard Poster

0. Regarding Online Payment Issues. 07/11/2007 06:27:17 PM PDT

Good evening, ladies and gents! If you are currently experiencing issues with online credit card payments for services offered through the official World of Warcraft website -- e.g. Direct Online Upgrade, Subscriptions, etc. -- we strongly recommend the following troubleshooting steps:

Contact your bank or financial institution to ensure that your card information is valid and does not have any restrictions in place which may prohibit online purchases.
Clear your cookies, cache, and other temporary Internet files, and verify that your browser has been properly updated before attempting to re-initiate the payment. You may also consider using another web browser if the issue persists.
If possible, try an alternate card.

If you are still having difficulty making online payments after these steps, please contact our Billing Department directly via the means below.

We apologise for any inconvenience that may have been caused, and offer our best wishes for resolving the matter through the proper channels.

Billing Department:
Phone: 1-800-59-BLIZZ
E-mail: billing@blizzard.com
Hours: 8a-8p Pacific, Mon-Fri

As posted by Auryk on 02/06/08:

I understand that many of our players have had some persisting issues with Online Payments, be it Direct Online Upgrade, Subscription payments etc…since the creation of this thread. That being said, I would like to add a little information to this thread:

Like many online transactions, the purchase of World of Warcraft subscriptions and online upgrades are governed by security measures employed both by the card provider as well as by the merchant, Blizzard Entertainment. The security measures may check any of the information provided by the customer in order to protect all parties involved. If you have trouble adding payment to an account, we recommend verifying that you have entered the payment information correctly (especially the verification code), and contacting our Billing & Account Services department for direct assistance if the problem persists.

The reports we have seen of customers receiving multiple charges most commonly stem from repeat failed attempts by the customer to make a single purchase. Each time payment is attempted, an authorization request is generated which causes some financial institutions to set aside funds for the transaction -- even when the transaction does not complete. In these cases, the financial institution typically releases such “held funds” to the customer’s account within a few days. If you have received multiple charges which do not appear to be returning to the account within two weeks’ time, or if you have received documentation which verifies that the transactions have been finalized, please contact our Billing & Account Services department for assistance.

Billing representatives are available to assist via telephone Monday through Friday, from 8am to 8pm Pacific Time. They may be reached at 1-800-592-5499 (customers in Australia should dial 1-800-041-378). Our Billing & Account Services team will be happy to assist you with any billing related questions. You may also contact them via email at Billing@Blizzard.com.

[ Post edited by Malkorix ]

Acta est fabula, plaudite!

Friz

< Faith in Death >

Mug'thol

1. Re: Regarding Online Payment Issues. 07/11/2007 07:59:38 PM PDT

Ok listen .... I know you guys are working on fixing the whole stuff and preventing the problem from affecting more people ...

But hey, what I really want to know is HOW ARE YOU GOING TO HELP the people that ARE ALREADY AFFECTED.

As I said before, I used 4 Credit Cards (at least 10 times each) to do the stupid online upgrade, and the only thing I got ,apart from a head ache, was the banks calling me and telling me my CC's were blocked because I had charges for more then 300 dolars in EACH C.C.

This is getting extremely annoying and I'm really worried about this .... I need this money back, simply because I just can't pay for it.

The only thing I wonder is WHY ARE YOU IGNORING US? THIS IS A VERY SERIOUS PROBLEM! THE AFFECTED PEOPLE DON'T CARE IF THE SYSTEM'S WORKING OR NOT, WE CARE ABOUT GETTING OUT MONEY BACK.

[ Post edited by Friz ]

Shakalx

< Primal >

Quel'dorei

3. Re: Regarding Online Payment Issues. 07/11/2007 08:18:21 PM PDT

WTH??!!?... why did u delete the original thread with more than 6 pages of ppl complaining about this issue?
I tried just 4 hours ago and got the same problem: "Invalid Credit Card number"

Shakalx

< Primal >

Quel'dorei

4. Re: Regarding Online Payment Issues. 07/11/2007 09:04:53 PM PDT

Q u o t e:
The only thing I wonder is WHY ARE YOU IGNORING US?

For real. Thats the worst part.

Ilianus

Skullcrusher

5. Re: Regarding Online Payment Issues. 07/11/2007 09:05:02 PM PDT

Money please.

Dokem

< Ancestral Guards >

Lightning's Blade

6. Re: Regarding Online Payment Issues. 07/11/2007 09:15:12 PM PDT

lolwut?

You just deleted the thread with other 6 pages, that proven this problem is been around for at least a month and not happy with that you copy pasted the same solution that YOU already know it doesn't work.

I still don't know why you keep doing this instead of fix it.

This was a lame move Blizzard.

How do you kill that which has no life?

Trutonn

Arthas

7. Re: Regarding Online Payment Issues. 07/11/2007 09:32:44 PM PDT

Let me just reiterate that I still get the "invalid card number" error and consider myself absurdly lucky that I haven't been contacted by the bank yet for all the attempts I've made, and I'm somewhat concerned about what other errors or credit problems will greet me if I try to upgrade my account using a retail copy of BC. Which at this point I'm somewhat fearful of buying.

Friz

< Faith in Death >

Mug'thol

9. Re: Regarding Online Payment Issues. 07/11/2007 09:45:27 PM PDT

Q u o t e:
they should automatically take off charges with in a week after they are put on. blizzard doesn't actually have the money u just don't have access to it. you really shouldn't worry because if blizzard actually got the money they would be in big trouble. I'm not defending blizzard at all I really do believe that they don't handle many situations as well as they should. realizing that a simple shut-down of the whole direct online upgrade or atleast a simple notice on the top of the page of direct online upgrade or the char transfer would stop all of the problems. But I guess they wish to make it harder on themselves. deleting threads that address issues and also warn others about it wasn't really a smart move.

I'm only asking for a blue to confirm that we will eventually get our money back. But all I see is that blues are more interested in solving things like "I lost an epic pattern" or "Can I change my name because it sucks?".

I really feel we're left out here, and it makes me worry even more.

Brengsek

< Sunda Kelapa >

Ner'zhul

11. Re: Regarding Online Payment Issues. 07/11/2007 10:23:43 PM PDT

I tried it again to upgrade into a full version from trial version and it worked perfectly, on the zip code field I inputed my 4 last digit number of my credit card and woala.... Transaction succeded.

Trutonn

Arthas

12. Re: Regarding Online Payment Issues. 07/11/2007 10:24:40 PM PDT

I would just like them to acknowledge the problem with some sort of warning somewhere about what's going on. Like maybe they can disable online upgrades completely or put some sort of Notice! up before you try to upgrade as opposed to a semi-informative note on a message board. That's all I'm asking for until whoever's in charge to get to the bottom of the problem.

As it is, some people are just submitting their credit card information with bewildered abandon until it occurs to them to check the forums to see if anyone else is having the same problem. And of course by then it's sort of too late. I'm not demanding everything to be fixed right now. I'm just somewhat dumbfounded that Blizzard would make it that much harder on themselves by allowing problems to escalate, letting people dig themselves into a deeper hole that they've got to be helped out of. Wouldn't it be easier and more professional to just not let people get themselves into that position in the first place? If someone spills water on your floor, you put up a "Caution-Floor Wet" sign. You don't wait for people to slip, fall, and perhaps break a bone and then tell them after they complain "Oh, you probably shouldn't have walked there. Goodness, a broken bone slipping on our cluttered floors! You should probably get that fixed."

Azazrael

< SBTALOL >

Madoran

13. Re: Regarding Online Payment Issues. 07/11/2007 11:35:26 PM PDT

I know you blues are just funneling information from other departments, however:

The suggestions provided to "solve" the problem with the credit card processing is absolutely ludicrous.

There is NO WAY this is a client side issue with a browser.

Example:

I enter my card to try and upgrade my account.
I get an error back from your server saying "invalid card"
your server does not upgrade my account
your server then proceeds to charge my card anyway

Can you please explain to me how that is a problem with my browser? Guess what. You can't. Because it ISN'T.

And stop telling people to try additional cards, racking up additional pending charges to max out their credit lines. Thats just plain negligent.

Shut the system down until this is fixed

... most people don't forget how to speak English just because they switched IPs -- Batta

Wetall

Dunemaul

14. Re: Regarding Online Payment Issues. 07/11/2007 11:42:30 PM PDT

Yea this is pretty ridiculas I knew blizzard personal weren't the smartest but seriously what are they doing leaving this system up. Is it working for anyone or is everyone having this issue?

Pinkshadow

< SBTALOL >

Madoran

15. Re: Regarding Online Payment Issues. 07/11/2007 11:46:30 PM PDT

Technically speaking, Blizzard's actions in this matter constitute bank fraud. They are rejecting the entry of credit card information and then subsequently charging said card. There's no other way to interpret that. They are misrepresenting the facts and benefiting from it. Even worse, they claim no fault on their part.

I suggest that anyone having problems in this regard file a complaint with their bank as well as the appropriate government agencies, including the Federal Trade Commission and your state's department of banking.

Edencito

< Titans Light >

Antonidas

16. Re: Regarding Online Payment Issues. 07/12/2007 01:54:43 AM PDT

well i hope they fix this soon, because my BC trial have 5 days left >.<

Koloso

Gorefiend

18. Re: Regarding Online Payment Issues. 07/12/2007 03:02:43 AM PDT

So basically, you have totally ignored the last thread - complete with 6 pages worth of complaints, and plea for help, and decided to create a new one.. why?
Infact, i woudnt even bother asking Blizzard a question, due to the shoddy replies and help i've seen so far. I've only just started playing the game, fair does i enjoy the gameplay alot, but Blizzard's Customer Service and general handling of situations (this one for example) is poor.

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