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Unable to buy more Cartel Coins

STAR WARS: The Old Republic > English > Customer Service
Unable to buy more Cartel Coins
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Naugor's Avatar


Naugor
01.17.2013 , 07:00 PM | #31 Click here to go to the next staff post in this thread. Next  
Heya everyone,

I will try to get back to you all, but just wanted to state that not everyone receiving a similar error message is experiencing the exact same issue.

Quote: Originally Posted by nicosand View Post
I've done that too. Cant you just tell ppl WHY they are getting NU2001, and what it means? Cus the error tells me to contact EA support.
Apologies for the confusion caused by the generic message. In this case "Contact EA support" means contacting the Star Wars: The Old Republic phone support. Unfortunately, we are not able to resolve this via the forums or ticket.

Quote: Originally Posted by McLemore View Post
My apologies to CS for being this vocal about the issue and I was able to buy some coins from my post that I did yesterday buy sheer luck I'd imagine. But my complaint wasn't about that I was just trying to make this issue a number one priority. This error is costing SWTOR money and costing us players. I want this game to expand and profit.
Thank you for coming back to the thread. As stated your frustration in the past has been noted, we both want the same thing. Rest assured our team is working on this unfortunately account related issues of this nature can only be resolved by contacting Customer Service via the phones.

Quote: Originally Posted by Merovee View Post
I've finally managed to enage in a fairly reasonable email dialogue with someone from their CS. I'm now being told that the 'delete the card info' is only a temporary fix and may not apply for a fixed amount of time. They're still insisting that in order to do so, I'll have to contact them via phone. Despite the fact that I've already deleted said card information from my account.

What I'm also being told is that the only 'permenant' solution is to provide them with photo identification. I'm sorry, and I hate to sound more unreasonable and crazed then I have in my other posts this week and last but, no, absolutely not. No way Jose. Not going to happen.

I've also posed the question as to why suddenly, after being subscribed since release that this is now a requirement for my preferred payment method. I'll update should I receive a response in hopes that it assists others suffering the same issue.
As stated to McLemore, issues related to account management (including payment) need to be resolved via telephone in order to ensure that account integrity is maintained. The same applies to the request made for your identification from our Customer Service Representative.
Quote: Originally Posted by PziCrow View Post
No hate intended, but this is a halfass solution to give out, when just about everybody is saying none of these things are working.
I myself have gone through all these things and those in the Cartel Coin FAQ and NOTHING works. Furthermore, I am one of those that live in a country whithout local phonesupport, so I have to stay up all night (and then not be able to go to work) to call support and spend a whole lot of money for you at BW to fix this.
I even tried using EA's customer support (Hurray for lack of answer from them).
As so many others, I also tried deleting my billingmethod and reapplying it, but then I just get the message, that it can't use my card.
So in short, NO, I will and "cannot" call for support and now I am unable to pay you anything for playing this game, because you're not willing to accept that there is a much bigger problem, that needs to be sorted out on BW's end.
Maybe you are willing, but I am tired, because I just woke up.
Although I can understand your frustration regarding the lack of local phone support, please note this help center article which explains how you may be able to call locally via any of the VOIP services.

At this stage we do not recommend removing and re-adding the card on the webpage. Please stick to the latest communication provided in the first post of this thread and any troubleshooting steps provided to you directly by our Customer Service on the phone.

Quote: Originally Posted by Fireborne View Post
After reading hundreds if not thousands of posts on this issue, I have to say I'm very disappointed in BioWare's Customer Service. They keep insisting the issue is with our Credit Card companies or whatnot when the cards work flawlessly for everything else, and then have the gall to ask for personal photo ID? I'm on a 180 day subscription plan so I refuse to delete my Credit Card info and lose out on my lengthy subscription time remaining to try and fix this god forsaken NU2001 error that keeps popping up when I try to give you people money. And I'm talking about a lot of money. The oddest thing is, if it's a problem with my CC company, then how was my subscription able to renew 4 days ago? And why has it not been an issue until now when I not only Pre-Order'd the game, but have been a subscriber since launch all on the same card? Pre-ordering the expansion went fine, and for a short time even buying Cartel Coins worked. Now for weeks I have been unable to, all thanks to the lovely little NU2001 error. I've done all your other steps, even disable'd the DNS routing I use for Netflix in an attempt to make this work. I think you guys need to own up to the fact you use a magnificently unreliable service for collecting money from your customers, hire some CS reps with a backbone who wont just copy-paste every reply telling people to call a non-toll-free number to rectify the problem when you make them wait on hold for what should be to you an embarrassingly long wait time, only to be hung up on.
To end this succinctly, fix your $h!t and stop blaming the people who pay your salaries.
I can appreciate how frustrating this may be, however as stated previously, there is unfortunately no way to resolve this issue without contacting Customer Support via telephone.

Quote: Originally Posted by Hachirowan View Post

What confusion?

I hope you're just trolling us for the time being before you tell us all that BioWare is actually going to resolve this issue?.. The issue isn't my or most people's Credit/Debit card or information on the website ect... I can buy the expansion just fine, but not cartel coins. the issue is on BioWares end...
Please get in touch with Customer Support telephone so the team can investigate this with you.

Quote: Originally Posted by HurricaneHarte View Post
Right.. My sub ran out and I couldn't post on forum, now using a card that does work I couldn't renew sub or cartel coins and you wouldn't let me add a different card that I wanted to use. So I used that card and bought a digital time-card on origin so the CARD works, its on your end.. Fix this and stop me getting the NU2001 error, NOW!
As stated above please get in touch with us over phone.

Quote: Originally Posted by Lyshar View Post
I have that and called, the phone support tried to brush it off on my bank first, until I kept hammering that it wasn't and couldn't ever be. So I was moved a level higher. They too at first tried to blame it on my end, but again I kept hammering with reason and even made the steps while calling them... In the end they said it was on YOUR end and they'd move it up the ladder, which was beyond phone support.

I can now buy 60 days, but still no recurring subscription. I am guessing the recurring one is no option, which I mentioned I could understand while I called them. Yet it's still there for my preferred payment method.

In the end I made the following thread and hope it's going to be considered: http://www.swtor.com/community/showthread.php?t=581303
Might help if people leave (constructive) comments in there, even if they just say they don't feel interested in it buy can understand that others are, or discussing the examples I put in there..
Thank you for getting back to us. I am glad to hear that at least the 60 day option is working again now.

Quote: Originally Posted by JasonKingsman View Post
Worst customer service ever! After an hour on hold I finally was told that the simple fix was to manually delete my credit card information on their end and re-enter everything. What a joke.
Quote: Originally Posted by Lyshar View Post
Don't do that, can't be readded and Support on forum advises AGAINST doing that last time I checked.
This is partially correct, we here on the Forums do not advise to just attempt to delete and re-add the card to avoid further issues that could be caused by doing such. With that said, this step may well be advised by an agent on the phone who is handling your case individually.

Thank you all for your understanding.
Naugor | BioWare Customer Service - Forum Support | Find help for all EA Games at Answer HQ.

CarpeSangrea's Avatar


CarpeSangrea
01.17.2013 , 07:41 PM | #32
Quote: Originally Posted by Naugor View Post

Thank you all for your understanding.
Thanks for our understanding? What a joke.

It's insulting that you keep telling people that their only recourse is to contact a phone service that not only costs money, but has proven itself time and time again to be woefully unreliable.

You are developing a rather large amount of angry customers, and repeatedly telling them to do that which you have been told numerous times ISN'T WORKING is just making things worse.

This is YOUR problem. On YOUR end. This is NOT an issue with people's banks, credit cards, or anything that could possibly be construed as the fault of the customer.

This reminds me of a problem i had early last year where my TOR payments as a US citizen were being routed through another country, which was causing all sorts of issues with my bank at the time.

If you people can't even get your billing and payment issues straight, how do you possibly hope to succeed?

Sajuuk-Sjet's Avatar


Sajuuk-Sjet
01.17.2013 , 08:02 PM | #33
I was getting this and after deleting the card info on the advice on customer service and now I have a new problem, its not letting me put the cards back in, It says that it can't use the card, a card that I had entered before with no problem. This is just getting retarded, starting to think about organizing a mass subscription drop with other people for how badly this is being handled.

Edit: This is a founder talking by the way.

Malthuras's Avatar


Malthuras
01.17.2013 , 08:38 PM | #34
Bra-VO Bioware, not only have you managed to successfully sweep the issue aside without giving us any concrete cause/effect/whats being done to address the real issue, you also managed to wipe the slate clean of the threadnaught that had over 100k views, and several thousand posts on the same issue. Here's a few questions you can address properly, without spouting the same nonesense that you have about "daily limits" and contacting phone support:

1. The daily limit excuse is a terrible cop-out. I'll use myself as an example. I purchased cartel coins for a time, even sometimes doing $120 in a day, sometimes less. Now, I haven't been able to purchase coins within over a month. Of course I finally gave up, because i'm not going to work insanely to try to GIVE you my money.

2. Call customer support. Right. Then be told that we need to send a copy of OUR ID so that YOU can contact OUR banks or cards because its THEIR problem? 2 + 2 does not equal fish. From both the threads and the sheer number of players who have the same problem, this is clearly a problem with the EA billing system. Look up NU2001 on the internet, its not just a SWTOR issue, its been a constant issue with EA billing for god knows how long. They simply have neglected to do anything about it, and now thats translating to you. I even tried to renew my subscription at one point, and failed due to the same error. I bought a month game card, but at this point after reading all of this I'm done.

I've played just about every MMO out there, from EVE to WoW. An issue like this with almost every other MMO would have been addressed, multiple updates been given on the progress AND cause to the issue, and QUICKLY resolved because hey, we WANT to give you money but you won't take it. The customer support has been beyond abhorrent not to mention borderline illegal for asking for copies of photo ID to correct an issue with your billing.

I would like to thank you bioware, because you actually made this simple for me. I'm going to take my business to a company who actually wants my money. I wish the best of luck to you all who want to continue trying to work through this bs.

-1 Founder. The numbers are really dwindling now.
I don't care who you are, I don't care what your story is. Give me a name, pay more than they do, and they will die. You can try and escape, but you'll never run far enough. I WILL find you

Merovee's Avatar


Merovee
01.17.2013 , 08:55 PM | #35
Quote: Originally Posted by Malthuras View Post
Bra-VO Bioware, not only have you managed to successfully sweep the issue aside without giving us any concrete cause/effect/whats being done to address the real issue, you also managed to wipe the slate clean of the threadnaught that had over 100k views, and several thousand posts on the same issue. Here's a few questions you can address properly, without spouting the same nonesense that you have about "daily limits" and contacting phone support:

1. The daily limit excuse is a terrible cop-out. I'll use myself as an example. I purchased cartel coins for a time, even sometimes doing $120 in a day, sometimes less. Now, I haven't been able to purchase coins within over a month. Of course I finally gave up, because i'm not going to work insanely to try to GIVE you my money.

2. Call customer support. Right. Then be told that we need to send a copy of OUR ID so that YOU can contact OUR banks or cards because its THEIR problem? 2 + 2 does not equal fish. From both the threads and the sheer number of players who have the same problem, this is clearly a problem with the EA billing system. Look up NU2001 on the internet, its not just a SWTOR issue, its been a constant issue with EA billing for god knows how long. They simply have neglected to do anything about it, and now thats translating to you. I even tried to renew my subscription at one point, and failed due to the same error. I bought a month game card, but at this point after reading all of this I'm done.

I've played just about every MMO out there, from EVE to WoW. An issue like this with almost every other MMO would have been addressed, multiple updates been given on the progress AND cause to the issue, and QUICKLY resolved because hey, we WANT to give you money but you won't take it. The customer support has been beyond abhorrent not to mention borderline illegal for asking for copies of photo ID to correct an issue with your billing.

I would like to thank you bioware, because you actually made this simple for me. I'm going to take my business to a company who actually wants my money. I wish the best of luck to you all who want to continue trying to work through this bs.

-1 Founder. The numbers are really dwindling now.
I was going to craft my last post this evening as well. Luckily, you've pretty much already done it for me. Time to find something new and noob it up.

FWIW, and for those still fighting the good fight attempting to get this resolved, I've still not received as email or response back as to suddenly why a Photo ID is a subscription requirement.. *shrug*

Good luck ya'll.

Lyshar's Avatar


Lyshar
01.18.2013 , 12:10 AM | #36
Quote: Originally Posted by Naugor View Post
Heya everyone,
...
Thank you for getting back to us. I am glad to hear that at least the 60 day option is working again now.
...
Technically I didn't get back to you, at least not in that your reply was intended for me in the first place. I did get back in the last thread already and in the thread I linked to. Just wanted to clear that up first. Also, the 60 days didn't work before, but now at least I no longer need Origin to buy a code to manually enter, and that's an improvement, which I only discovered on a random try I did occasionally to see if it was fixed. A 1 year non-recurring subscription would really make it better for me because recurring won't work ever most likely.

What I did see was someone getting the same error as I did and getting told to also call. My experience says that having someone with the general error having to call is not a good idea. PHONE SUPPORT CAN'T FIX IT, they can only move it up the ladder. There's no reason why sending in a ticket can't be enough to get the general error to be send that far up the ladder.

I'm pretty sure we're told in the support FAQ section that we have to send in a ticket. There's a billing section for tickets, but all that send go there wait for a reply that always ttells them to call it in. Why even have it if you let people wait for over a week and then tell them to have to call?

The general errors are on your end, so please just get people a more effective way to report them, please. Only the NU2001 (better known as the FU2001 from reading that last thread) error is there for phone support, but people need to go in there knowing what to say.

- Be prepared, read other people's experiences with calling before you call.
- If you can't call free or just don't want to wait for hours on the phone, use Skype or something similar, at least you can play while waiting.
- To call free with skype, set the country to US and call the US number, I advise that anyway as I heard many get non-english support, but when i called like this I didn't.
- DO NOT SEND IN YOUR ID, NOT EVEN A COPY, if they ask for it they try to scam you and commit identity theft, call them on that, they already ask security questions and everything. They didn't ask me for it, but it's very suspicious that they'd ask, if I asked the police here or at the government building, they'd probably tell me not to send it in EVER. In fact if it's abused you're in trouble because you gave it away, you are responsible for what they do with it.
- Attack them with reason, if they try to blame you or your bank, explain them it can't be the case.
- First people accepting the calls are there to thin the heard (standard policy for customer support), don't let those brush you off but keep pushing those with logic and they'll forward you to the real support.

PziCrow's Avatar


PziCrow
01.18.2013 , 12:49 AM | #37
I'm tired of reading replies from BW, telling us not much else but "Call costumer support".
Seriously, you wan't all players calling your support? How many people have this problem?
As long as just the amount of people here on the forums have a problem, it is so huge, that you would drown in phonecalls if we all called. And as it is such a huge problem, just by counting the number of people, this is not a problem that needs to be solved individually for every affected person. It is such a huge problem, that YOU BW / EA needs to solve this issue on your end, so the billing works like it does for every other company.
If this NU2001 thing happened in any other company, it would be fixed on their end ASAP, so their costumerbase would "suffer" as little as possible.

I won't quit your game, but I can't pay anymore for playing. I still have a few month to go on my subscription, but when that runs out, I'm quitting the game, unless you manage to fix the issue.
It's very simple for me. Either I play as a subscriber, so I can get the full experience of the game, or I don't play, because F2P sucks fussy balls.
In umbra ambulo solus
The Corvus Legacy

Washingtoon's Avatar


Washingtoon
01.18.2013 , 07:06 AM | #38
This is getting really silly.

*Is getting the bug on main account
*Bug stays until the digital expansion is on pre-order. I pre-order the digital expansion and this is somehow "unlocking" my card.
*Is able to buy coins again but made the mistake of buying three packs on the same day. I believe that this is what's causing the bug, three payments/day and you're blocked.
*Sets up second account, using a timecard I happened to have.
*Uses a new debit card on second account and is successfully able to buy coins.
*Deletes debitcard on new account and tries original debit card on it. Gets the error.
*A few weeks passed and I decided to use the new debit card on the new account again. Card, or more likely account, blocked too. I would assume that this is the outcome of having tried a card that had been blocked on another account. So I've tried to delete and re-enter my card data, for both cards, on both accounts a couple of times and I know that I've been charged the $1 "card confirmation fee" on atleast one occassion of these failed attempts.

This is not a new revolutionary system, it's been used in many games long before Swtor, so it is just beyond me how, after months, this can still be an issue. Calling cuystomer support is not an option for everyone, nor should it have to be.

Almost forgot, I'm actually able to buy online timecards on this site with a card that is blocked when it comes to cartel coin purchases. Does not compute! It's like going into a store and being told that I'm only allowed to buy some of the products they have to offer.

nicosand's Avatar


nicosand
01.18.2013 , 09:11 AM | #39
I finally understood what it is BW are trying to do here. They used a dodgy system to try and get money from the players, and when that system finally crashed. They are insted insisting on the players to use the phone support. And since most ppl seem not to use skype, they get their money that way. They don't get that much now, but the money is atleast flowing in, and they dont have to do squat about the issue here. Well played BioWare, well played.

HurricaneHarte's Avatar


HurricaneHarte
01.18.2013 , 09:12 AM | #40
Hundreds if not thousands of people are getting this, this is your problem.. No matter how many times you ask me to ring I am not doing it, im not wasting time and money on your problem.. Sort it out or i'll move on, this is probably going to be my last post, if im getting Nu2001 next Friday I am moving on. I WONT RING YOU, SORT IT OUT.