Issues/Feedback with Payment Support System

Not sure where this should go as the places I thought it should go I don't have access to. I also want to disclose that I am not criticizing/bad mouthing anyone with BP, rather this is feedback in regards to the difficulties I had with the Payment Support Ticket System a couple weeks ago. I hope this feedback can be used to improve the quality of the support system (yes, I did complete the survey).

I use the BP game/gift cards as it helps 'budget' how much I spend on the game. Everything has gone fine, until a couple weekends ago. I bought two $25 cards and had entered the first PIN# without issue. The second one I was having problems with including the cards (at least in the US) are 4 sets of 5 characters and the payment system has us entering 5 sets of 4 characters, '2' and 'Z' look very similar. Also, due to some connectivity issues I had clicked the new pin button too many times and ended up with a third field to enter a card number (with only two cards). I should have just closed the tab and tried again, but I hit the submit button one too many times and got the message my account was suspended and contact support.

So I contacted support via ticket with the reason account suspended. Few hours later I get a generic response about the payment provider hadn't finished verifying my information and they could not credit my account at that time. Also, told me to contact the payment provider for assistance. First problem with this response was my ticket had nothing to do with paying and not getting the items. Second, I am using a BP game card, so wouldn't they be the payment provider? There is not a phone number or email on the BP game cards for support. So, I tried the purchase again...account suspended message still appeared so I took a screen shot. Sent in another ticket with the screenshot this time with the reason 'Error Message'. I waited, and waited and finally 3-days later (holiday weekend) I get the same response as the first time.

I went to try the purchase once again and get a fresh screenshot for a new ticket. This time however, I was able to complete the purchase. So either support did unlock my account or it automagically unlocks after a certain period of time. Nonetheless, the whole support experience was very frustrating as there is no way to reply back or escalate that the issue was not resolved, much less the responses I was getting were not relevant to the issue I was having. I did do the survey and indicated that a 'comments box' would be very helpful as would the ability to reply back.

Thank you for your time and understanding in this matter.

Meridaz | ID 9269551

 

Hi Meridez thankyou for your post this is something that we as mods cannot help you with, however I will email someone who may be able to help you further. one thing did you fill out a support ticket on this forum or one of the other countries forums than you

 

Thanks for the reply tassie-devil. I understand that there is nothing that you as mods can do and that is okay. Mainly, I am hoping that this feedback can be forwarded to those who are part of the payment support system in hopes that this can help improve the experience for the end user. I have not had any further issues, I am just extremely careful when entering the PIN# now.

As for the last part of your reply, not quite sure what you are asking. To submit a ticket I clicked on the 'Support' link at the bottom of the 'cart' page (accessed via the 'Go To Payment' button in the currency section of the City Treasure window), which takes me to the external site Bigpoint Support Center (Send New Ticket) page with some of my information pre-populated.

Meridaz | ID 9269551

 

Hi Meridaz, Really sorry this has happened to you, I have copied your post and forwarded it as feedback to the payments team in Germany.

Hopefully this will never happen again.

Best Regards Lee

 

PirateLee sighting! Good to see you're still around mate, rumours of your demise obviously greatly exaggerated.

 

Protect the woman and children, Man the batteries. The dread PirateLee has been spotted off our shores. Hi Pirate we have missed seeing you in the forum.

 

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Watch out, Pirate Lee has an Owl not a parrot...Owls are messengers of swift & silent death, yaaar! Good to see he's still around and helping fix things.