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Failure to Recharge and to Respond to Ticket

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lrdtauntn
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Post time 2020-2-9 04:25:57 | Show all posts |Read mode
Failure to Recharge and to Respond to Ticket Reply:76| View:3571
I have been waiting until you responded to my Ticket:
#7971063 - Lost diamonds , that I filed 2020/1/26 at 10:34:56.


Since that time, I have not recharged further, as you failed to give me my diamonds from 3 transactions, totalling $100, along with failing to give me my event awards.  My ticket included all applicable screen shots (attached again).  I gave you over a week to respond and have since initiated a dispute with my credit card providers for failure to provide the service I purchased.


Now, you have suspended my service and threaten to suspend my account.


I suggest you release my account so that we can both continue.  My card provider will get my money for no-service back from you and I may yet continue to give funds to this game.  Your failure to handle my prior purchase has cost me a significant amount on my account, but you need to realize that the reversal of the charge is of your own doing, for failing to give me my diamonds and awards.  Again, check ticket #7971063Acc

Acct: LrdTauntn
Server: Atalanta(S15)
Character: LrdTaunton


2020/1/26 10:34:56
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 lrdtauntn Last edit in 2020-2-9 04:25:57

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bofu
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Post time 2020-4-4 00:16:57 | Show all posts
Have forwarded a new, amended, report today to ask for the spending check. So long as the spending check comes back with less than 10,000 diamonds spent on 25th/26th Jan then we have asked for your recharge suspension to be lifted asap.

With regards to the 'ticket system' flaws.. that may take longer get anything done about, but I will try
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 bofu Last edit in 2020-4-4 00:16:57

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lrdtauntn
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 Author| Post time 2020-4-3 21:51:17 | Show all posts
Thanks.

And yes, privacy is important, although not held to the same regard in GTA's country of origin.  

And again, while the ticketing system may be unfixable, there is no excuse for leaving it in-place with every subsequent version.  It's not all that difficult to remove or block that item from the menu.  It's not all that difficult to change the text in the auto-response.  Any of these things could be done in the morning, before breaking for lunch on any given day. All the players on this platform deserve just that little bit of care, to keep them from relying on a system that will auto respond that your issue is being addressed over the next 48 hours -- which statement is untrue.

Thank you for your service.
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 lrdtauntn Last edit in 2020-4-3 21:51:17

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mistraven
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Post time 2020-3-17 13:06:10 | Show all posts
Hi again, the decision is out of our hands as well
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 mistraven Last edit in 2020-3-17 13:06:10

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bofu
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Post time 2020-3-11 00:42:38 | Show all posts
Still a few reports in the queue before yours Lrdtauntn… hopefully wont be too much longer before they get to check yours..
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 bofu Last edit in 2020-3-11 00:42:38

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 Author| Post time 2020-2-11 22:36:02 | Show all posts
FIRST... if you don't want people to use your Quick Reply, REMOVE it!  Same with the ticket system.  When you put these support features accessible in all your software updates, Users have a right to expect it to function.

Second, yes, if you want to get any more Dollars from me, you need to lift the suspension so that I can do future recharge.  And YES I disputed payment with my providers because YOU (GTA) did not provide the service. Overnight you took 26k diamonds from my account.  Payment history verifies you took my money.  Card providers are pulling it back for failed service on your part.

I have been with this game since it launched in USA back in 2014 and have stayed, despite the many existing issues (like support).  If you cannot lift suspension and allow me to recharge -- giving you a second chance to show that you CAN provide the service, then I will be winding down my involvement dramatically.
So, my future involvement with this game is up to you.  Lift the suspension and we can continue, with this as but an irritating blip in our history.
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 lrdtauntn Last edit in 2020-2-11 22:36:02

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pineapples
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Post time 2020-2-9 07:19:46 | Show all posts
hello Lrdtauntn, when you say you put in a ticket, if you used the ticket system that hasn't worked for years. Any and all issues need to be reported here in forums. With that being said, we will look into these once we receive a screenshot of your recharge history, showing the 3 transactions that are in questions. Thank you in advance for your patience and understanding.
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  • I attached the screen shots with the first post above!

    AND, if the ticket system doesn't work, then you should remove it as a link in all your all your latest versions.  I'm using v 2.1.0.3038.  And it instructs user to use a link to support to submit tickets for their issues.
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    2020-2-10 07:12  Reply

 pineapples Last edit in 2020-2-9 07:19:46

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 Author| Post time 2020-2-10 07:22:40 | Show all posts
I attached in first my payment confirmations, but here is the print from your site, showing you took payment.  Without giving me the diamonds.
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 lrdtauntn Last edit in 2020-2-10 07:22:40

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pineapples
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Post time 2020-2-10 07:40:06 | Show all posts
Edited by pineapples at 2020-2-10 07:44

Thank you LrdTauntN for the screenshots, we needed the ones from gtarcade for our report.  I have made the request for the suspensions to be removed.

Angels' Blessings  
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 pineapples Last edit in 2020-2-10 07:40:06

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pineapples
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Post time 2020-2-11 01:15:10 | Show all posts
Hello Lrd, I have a couple questions still, 1) when exactly did you do the recharge, asking because the screenshot from gtarcade shows the 25th and the Precious Pro screenshot shows the 26th? 2) Why the screenshot from Precious Pro, when the rechargers are from the 25th not the 26th?  I also need the screenshot showing blocked recharge screen (uncropped). Thanks in advance for your patience.
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  • 1) As shown in the payment history and in the images of verification from my payment provider, the recharge was done on 1/25, at the start of that major (tycoon0 event.

    2) It was not until the 26th when I saw the diamond count was down, and then verified it had not been included in the event recharge that I discovered the issue. I include that shot from the 26th, because it verifies I had not been credited with recharge for the event (not a daily), as well as the diamond count in the upper left should have reflected the increase.

    Is that not clear?  Precious Pro should reflect recharges as of 1/25 through the end of the event. It confirms that no rewards for the recharge had been made.
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    2020-2-11 01:27  Reply
  • Is this what you want
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    2020-2-11 01:30  Reply

 pineapples Last edit in 2020-2-11 01:15:10

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 Author| Post time 2020-2-11 01:31:12 | Show all posts
Is this what you want for blocked recharge screen?  If that is not what you mean, please clarify.
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 lrdtauntn Last edit in 2020-2-11 01:31:12

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bofu
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Post time 2020-2-11 02:34:44 | Show all posts
Hi LrdTauntn,

So just to be 100% accurate for the report...

1) you did 3x recharges totalling $100 on the 25th January during cross-server tycoon
2) you didn't try to collect the precious pro reward, or any of the other hot event rewards for recharging on that day (25th)
3) The following day (Jan 26th) you noticed that your diamond balance appeared low, and you checked that day's precious (there are unique for each day - those hot events are not for a group of days), and not seeing it collectable for a recharge made on 26th, you filled in a support ticket.
4) on not getting a reply to the ticket (they haven't worked in years and you've used the forum for recharge queries a few times before, but I agree the ticket option should be removed for LoA1) you initiated a chargeback with paypal
5) GTA have blocked your recharge because of the chargeback, and you'd now like us to ask if they will lift the block again, because you believe you never received the diamonds on 25th

Is that a good summary? If you agree, then we can ask devs to check those 3 recharge IDs to see if you actually got the diamonds or not, and whether you collected the precious pro for the 25th or not. If you didn't receive the diamonds then I am pretty confident we can get your recharge block lifted
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  • Sounds ALMOST like you have the story straight.

    Had I received the recharge, plus the Precious Pro diamonds, my account would have been 26K diamonds higher than it was.  AND, if I had remembered to image the total recharge, it should have shown I had recharged $100, like the payment history verifies. I didn't think of that tab, but just looked at Precious Pro to see what other diamonds I did not receive (another 16k?)

    I'm pretty sure I collected Precious Pro on 1/25, just after recharge.  But it was all gone on the next morning and I did not 'buy' anything in the game.  Any chance there was a server backup that overwrote my account, removing my extra diamonds?

    One other thing for you... when I initiated the ticket, I got an immediate response that said it would be answered within 2 business days.  If they're going to have an auto-response, at least tell the users to resubmit in the forum, not wait for a response from a non-working support site.
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    2020-2-11 10:19  Reply

 bofu Last edit in 2020-2-11 02:34:44

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Post time 2020-2-11 15:12:59 | Show all posts
Edited by mistraven at 2020-2-11 15:33

Hi LrdTauntn
First of all please stop using quick / floor reply we do not get notified for it - only normal reply
As mentioned, the ticket system hasn't worked for years so all players should report issues here on forum.
We can ask for your suspention of payment to be lifted but most lickely it will be denied since you did the chargeback
Please let us know if there is anything else you are requesting
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 mistraven Last edit in 2020-2-11 15:12:59

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bofu
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Post time 2020-2-12 01:54:32 | Show all posts
Hi Again LrdTauntn,

Okay, so we will need to reword the initial report we made slightly, to include some extra details... You have proven that you should have received 10k diamonds for the 3 recharges, and another 15k if you collected the precious pro (which you think you did), and that despite not spending any of those diamonds on 25th or 26th, they were all gone by the time you checked on 26th... so we'll ask for the logs to be checked of diamonds in and out of your account on those two days - that should clear it up

couple of little things:
1) we totally understand player's frustrations regarding the ticket system still being given as an option for us here - we were told it is a cross-game button and they couldn't remove it for the old games who no longer get that support option I will forward your very valid points that they should at least then make a note that this shouldn't be used for certain games in the GT library, and that the auto-response should be updated to include this same warning and re-direction to forum (ty for good suggestions).
2) quick replies on forum - the reason we advise against them is because quick replies do not 'bump' the thread, nor show any replier as last reply on thread details, so it's easy for such replies to be missed by the moderators... we cant get that part of the forum removed unfortunately because the forum template is a shared one
3) I think you already mentioned that in future you should be checking total recharge hot event for the totals done across groups of days, not precious pro, but just in case that isnt still clear.. the following two screenshots from the dates in question on your issue should highlight the reason (bonus diamonds are the same on both dates, but they do not cover more than one date in what they show collectable - one is only for recharges on 25th and the other only for recharges on 26th - you can check the dates at the top):


25th only^

26th only


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 bofu Last edit in 2020-2-12 01:54:32

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