This topic is closed

Double charged and no refund or replies...

8 Replies
Daineguy
1 November, 2016, 2:07 PM UTC

hello all,


Let me first say I enjoy the game very much and I am quite active within my league and am on (as are most of us) almost daily. I have had 1-2 encounters with customer service and had generally good results. I bought a castle skin in error that I hated (MY mistake) and they were kind enough to switch it for me. But most recently I have an issue where not 1, but 2 purchases I made were charged twice by Plarium.


 I do not advocate purchases but we all make some now and again. But I have been emailing Plarium for over a week about it without a resolution. I documented and showed them the charges and dates and have received NO replies! I am NOT very happy at all. Especially when it comes to real money!! I even offered to take a "package" as compensation (which costs them nothing) instead of demanding a refund of my money. But still....NOTHING!! I don't know where else to go if they will not respond to my emails. If anyone has any ideas please let me know! We are all here at the end of the day for fun and to play a GAME! I have heard others complaining of the same type of things and I understand that accidents or mistakes happen. But customer service should be on this after over a week I would think?


 I gave them over a week before I contacted my bank in a genuine effort to resolve it on their end. But now I am out real money, have NO units/sapph to show for it and I am getting nowhere with the company. What other choices do I have? The next move should b FB posts? I don't want to be "that guy"...But what are my alternatives at this point?


PS- I think it would be an excellent idea for the players to be able to review their purchases somewhere within the game! At this point we have no point of reference (although we should be able to keep track) of what and when we have purchased. I have ever seen that on any site where you can't have any type of receipt or place where you can see your purchases itemized??


regards

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FAILO
1 November, 2016, 2:13 PM UTC

I don't know how to contact them better if you already sent in a ticket and emails.. If you have a ticket number cummunity manager mght be able to look it up for you though.

But if you are buying stuff in game it is best to use a prepaid card e.g. gift card
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Juglar del Viento
Moderator
1 November, 2016, 2:15 PM UTC

Lord Daineguy

unfortunately we cant do anything here in the forum about sapphires purchases

you have to wait to support answer cause they can access at ur account and check the double pay and offer u a solution

if you dont receive answer in a few days, resent it with the old ticket number 

hope u can solve ur problems soon

regards
Resistance Is Futile
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Daineguy
1 November, 2016, 3:56 PM UTC

Juglar del Viento said:


Lord Daineguy

unfortunately we cant do anything here in the forum about sapphires purchases

you have to wait to support answer cause they can access at ur account and check the double pay and offer u a solution

if you dont receive answer in a few days, resent it with the old ticket number 

hope u can solve ur problems soon

regards

I appreciate your suggestion and reply Juglar. Unfortunately I have reached out 3-4 times and the only reply I have received to this point was this from Plarium....

"Please note that the response time might be higher than usual as the volume of tickets received has increased recently.

We will get back to you as soon as possible. Meanwhile, I am kindly asking you not to bump your ticket unless you have additional information that we could use to help you since bumping your ticket repeatedly will increase your wait time." 

But after more then a week I believe that is MORE then enough time to resolve the situation! Especially when I have documented the discrepancy and offered a solution that benefits them! smh Just my thoughts...but thanks again!


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brunsonthomas
1 November, 2016, 4:16 PM UTC
Daineguy said:

Juglar del Viento said:


Lord Daineguy

unfortunately we cant do anything here in the forum about sapphires purchases

you have to wait to support answer cause they can access at ur account and check the double pay and offer u a solution

if you dont receive answer in a few days, resent it with the old ticket number 

hope u can solve ur problems soon

regards

I appreciate your suggestion and reply Juglar. Unfortunately I have reached out 3-4 times and the only reply I have received to this point was this from Plarium....

"Please note that the response time might be higher than usual as the volume of tickets received has increased recently.

We will get back to you as soon as possible. Meanwhile, I am kindly asking you not to bump your ticket unless you have additional information that we could use to help you since bumping your ticket repeatedly will increase your wait time." 

But after more then a week I believe that is MORE then enough time to resolve the situation! Especially when I have documented the discrepancy and offered a solution that benefits them! smh Just my thoughts...but thanks again!


Pl;ease post your ticket number so I can forward it to the CM for review.
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Daineguy
1 November, 2016, 11:25 PM UTC

brunsonthomas said:


Daineguy said:


Juglar del Viento said:


Lord Daineguy

unfortunately we cant do anything here in the forum about sapphires purchases

you have to wait to support answer cause they can access at ur account and check the double pay and offer u a solution

if you dont receive answer in a few days, resent it with the old ticket number 

hope u can solve ur problems soon

regards

I appreciate your suggestion and reply Juglar. Unfortunately I have reached out 3-4 times and the only reply I have received to this point was this from Plarium....

"Please note that the response time might be higher than usual as the volume of tickets received has increased recently.

We will get back to you as soon as possible. Meanwhile, I am kindly asking you not to bump your ticket unless you have additional information that we could use to help you since bumping your ticket repeatedly will increase your wait time." 

But after more then a week I believe that is MORE then enough time to resolve the situation! Especially when I have documented the discrepancy and offered a solution that benefits them! smh Just my thoughts...but thanks again!

Thomas,
Please let me know if you got my pm?

thank you!
Pl;ease post your ticket number so I can forward it to the CM for review.

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brunsonthomas
2 November, 2016, 4:58 PM UTC
Daineguy said:

brunsonthomas said:


Daineguy said:


Juglar del Viento said:


Lord Daineguy

unfortunately we cant do anything here in the forum about sapphires purchases

you have to wait to support answer cause they can access at ur account and check the double pay and offer u a solution

if you dont receive answer in a few days, resent it with the old ticket number 

hope u can solve ur problems soon

regards

I appreciate your suggestion and reply Juglar. Unfortunately I have reached out 3-4 times and the only reply I have received to this point was this from Plarium....

"Please note that the response time might be higher than usual as the volume of tickets received has increased recently.

We will get back to you as soon as possible. Meanwhile, I am kindly asking you not to bump your ticket unless you have additional information that we could use to help you since bumping your ticket repeatedly will increase your wait time." 

But after more then a week I believe that is MORE then enough time to resolve the situation! Especially when I have documented the discrepancy and offered a solution that benefits them! smh Just my thoughts...but thanks again!

Thomas,
Please let me know if you got my pm?

thank you!
Pl;ease post your ticket number so I can forward it to the CM for review.

Ticket number received and forwarded. Thank you for your patience.
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Daineguy
2 November, 2016, 11:58 PM UTC

We are now going on 10 days and still no reply from Plarium!! I know many of you think this is just some guy trying to get something for nothing. I assure you that is NOT the case. I provided proof that I was double charged (more then once) and this could just as easily be one of you! But the fact I have not gotten a reply or resolution from Plarium in this long...That is rediculous imo! 


Thanks to those who have been supportive!
UTC +4:00
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Alyona Kolomiitseva
Community Manager
3 November, 2016, 10:14 AM UTC
I've sent you the details in PM.
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
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