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Phone Support - Ticket 7193433 (Cartel Coin - Sub Issue)

STAR WARS: The Old Republic > English > Customer Service
Phone Support - Ticket 7193433 (Cartel Coin - Sub Issue)
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MazakMatsura's Avatar


MazakMatsura
12.04.2012 , 10:13 AM | #1
Current "Specialist" ticket 7193433

After my previous thread Here This Ticket 7058659 was closed with Zero information what so ever I decided to accept it and cut my losses.

After the update today, however, (Seeing how the "patch notes" say an error was "fixed") I decided to try and buy a Cartel Coin pack, same General error message I've been getting over a week now. I decided to try phone support AGAIN. After a very difficult to understand person, I was escalated to a specialist with the ticket number 7193433. It took about a hour on hold, not TOO bad.

Again, I was instructed by my bank to come to you guys, over the phone, my card was verified, and was proven that it should be able to purchase cartel packs. The service agent then proceeded to delete my card on file, and try buying a pack after I re-entered the information, then promptly HUNG UP on me.

The dude just up and hung up, I was not being rude or anything, If the calls are monitored you'll notice a lot of silence before the guy actually gets to anything. He told me to re enter the info, then hung up.

Well, I did re-enter the information, and the same problem persists, and a new problem is here.

IF support actually looks into this (PLEASE DO.) Under "Manage Accounts" It shows:

Current Subscription:
One Month Recurring Subscription
Next billing date:
Subscription Canceled
Payment method:
NONE
Subscription end date:
7 Jan 2013

What's going to happen in 3 days when my month is up? I've re-entered my card info, yet it still shows the sub being canceled.

Did support screw something up? Or am I ok for next month, and why after my bank, and support say my card should be able to buy Cartel Coins, is the site still unable to do so?
(╯°°)╯︵ ︵ ︵
The Ebon Hawk
Love Ryan Davis 1979-2013

MazakMatsura's Avatar


MazakMatsura
12.04.2012 , 10:30 AM | #2
Added More info.
(╯°°)╯︵ ︵ ︵
The Ebon Hawk
Love Ryan Davis 1979-2013

MazakMatsura's Avatar


MazakMatsura
12.04.2012 , 09:29 PM | #3
Bump

If you can't fix the Cartel/Payment Issue, can I at least get the rest of this fixed?
(╯°°)╯︵ ︵ ︵
The Ebon Hawk
Love Ryan Davis 1979-2013

Sutii's Avatar


Sutii
12.04.2012 , 11:11 PM | #4 Click here to go to the next staff post in this thread. Next  
Hello MazakMatsura,

I'm sorry to hear that you have encountered this issue, I've looked into this and have forwarded your concerns to the relevant department for further investigation.

I do apologise for the inconvenience caused, you will be contacted as soon as our Customer Service Representatives are able to. Please understand that some delay may be experienced as we are receiving a high volume of contacts at present, though rest assured all reported issue are being resolved as quickly as possible.

Thanks.
Sutii | BioWare Customer Service - Forum Support

MazakMatsura's Avatar


MazakMatsura
12.05.2012 , 09:29 AM | #5
If it helps, here are a couple screens to show visually what I'm talking about.

The first screen shows I have 2 days left of my month, and it also asks me to purchase a subscription, while the 30 day plan is checked as being subscribed.

Screen 1

The second screen shows I have a card saved on record, that I have a monthly subscription. HOWEVER it also shows my sub has been canceled (This all happened when the service agent deleted my card on record and I re-entered the information. I did not cancel my sub, and it shows its cancelled with no payment method (even though it's directly to the left) This screen also show failed cartel coin transactions, as well as invoice numbers.

Screen 2

Any help here would be peachy.
(╯°°)╯︵ ︵ ︵
The Ebon Hawk
Love Ryan Davis 1979-2013

MazakMatsura's Avatar


MazakMatsura
12.05.2012 , 10:50 AM | #6
I just spoke to a guy named Andrew via support who fixed my account issue.

Thank You!

However, I'd like to report while the conversation over the phone was getting done, I could hear him, but he couldn't hear me, he called my other line and left a voice mail, then somehow I could hear someone else's conversation over the line I was on.
(╯°°)╯︵ ︵ ︵
The Ebon Hawk
Love Ryan Davis 1979-2013

Sutii's Avatar


Sutii
12.06.2012 , 02:49 AM | #7 This is the last staff post in this thread.  
Hello MazakMatsura,

I'm really glad to hear Andrew was able to resolve the issue for you, I did speak with him already and would like to apologise for the issue with the line, he did also tell me that it exhibited somewhat "flaky" behaviour.

Anyway, do let us know if you do require further assistance with this or any other issues.

Take care and have fun playing Star Wars™: The Old Republic™!
Sutii | BioWare Customer Service - Forum Support