[kremtok]

Quote:

Originally Posted by channelx99

Judging by your response you seem shocked or something. Yeah thats the support ticket I sent. Its not shakespeare and I wasnt exactly kissing up to them either, but I dont think its rude or uncalled for either considering the situation. I simply asked for a refund in a case of false advertising. I honestly would have been ok had they said no and would have dropped the issue, because Im aware pc game refunds are pretty much unheard of. But regardless how I wrote the ticket out, Steam should have replied sooner than 10 days out. Did they ignore the submit request because they didnt want to deal with refund requests? Who knows... Im guessing they only replied to the ticket now since I referenced it in my other ticket where they overbilled me through paypal.

Yes, I am shocked. That message is very unclear and it doesn't match your description of the original problem at all:
Quote:

Originally Posted by channelx99

One issue after another...
So I recently tried to buy a game through Steam. I had some money leftover in my Steam Wallet from a $100 giftcard I applied a while back and wanted to buy a game that was $59.99, a little bit more than the amount in my wallet.
At checkout it asks me to provide a secondary payment method to cover the difference after the Steam Wallet funds are taken out. No problem, so I choose PayPal and finish checking out. However, its only after I finish the checkout process I notice my Steam Wallet still has the full balance, and my PayPal was charged the full $59.99.

One last tip: You don't have to write like Shakespeare, but it would probably help you out quite a bit if you would be more professional in your correspondence.

 

[Marafice Eye]

Quote:

Originally Posted by dmasteR

You can't return a video game even if its not digital even at B&M stores...

The only way a store will refund a game is if it's unopened (and even then they still don't like to.) If it's opened, all you're getting is a replacement copy, no cash back.

 

[tiger187126]

not to comment on steam's customer service because i've never had to use it, but disputing something with a bank, credit card, or paypal is basically saying that some ill-deed occured and you need to have the transaction blocked. basically you're claiming fraud by opening an issue like that and your financial institution will treat it as such.

i was double charged at a store one time for a pretty good amount of money and after calling and calling it still hadn't been resolved. i called my bank to try to get it off on their end and basically they told me for them to do anything they would lock my account, stop all future transactions, and attempt to contact the store on their own and only after it was resolved would i get my account back.

i decided waiting was a better idea.

 

[Otterclock]

My guess is that for security reasons Steam has to presume a compromised account and act fast in order to prevent further charges, then work with the customer to clear things up. There was an error on their end and a hasty decision on yours; I'm sure this is a case where two reasonable parties can get everything straightened out. Steam once doubled a transaction I made, selling me two copies of a game I only wanted one of. I contacted them and had a refund within a couple hours. Edit: whoops, this is two days old. Hopefully everything got worked out.

 

[BulletSponge]

Okay, and please understand I mean no offense, but you are just going to have to take a loss on this one, you simply cannot win. BUT, for any future big title or big $ transactions you make on Steam I recommend you create a new account for each one. Yes, that will be an absolute PITA to be sure but should you be forced into this course of action again at least it will not put your entire Steam library in jeopardy. Again, no offense intended, but suck it up , learn from this and move on. Neither yourself, or anyone else for that matter, have a snowballs chance in you-know-where in beating a multi-BILLION $ corporation.

 

[Genzel]

Quote:

Originally Posted by BulletSponge

Okay, and please understand I mean no offense, but you are just going to have to take a loss on this one, you simply cannot win. BUT, for any future big title or big $ transactions you make on Steam I recommend you create a new account for each one. Yes, that will be an absolute PITA to be sure but should you be forced into this course of action again at least it will not put your entire Steam library in jeopardy. Again, no offense intended, but suck it up , learn from this and move on. Neither yourself, or anyone else for that matter, have a snowballs chance in you-know-where in beating a multi-BILLION $ corporation.

That's a horrible idea. Just take 5 minutes to google reviews or don't buy games release/preorder. OP's original complaint was a billing error on Steam's end that he couldn't get a response to in a timely fashion. Cancelling payment is a known 2 steps back anti starter with Steam. Known issue with Steam that with 2 minutes of googling would have been apparent.

No fanboy.. They really are a multibillion dollar company at this point. Images of Gabe or whoever answering tickets are nonsense. They need to invest in a call center and a better more dedicated CS department.

 

[Mootsfox]

Quote:

Originally Posted by channelx99

I dont see how thats relevant. Even if I won the dispute with paypal and got my money back which they took, Valve still has full control over my steam account. They can remove any game they wish or block me from accessing my content or account at any time. Its not like were talking about fancy electronics or jewelry or anything they mailed out to me which is going to be difficult to reclaim, its a digital game that cost Steam a penny or two in bandwidth to send to me...
As I mentioned earlier, If I disputed a transaction with Amazon, they cant exactly go in and reclaim all the stuff they shipped to me previously in retaliation. Its the fact that Valve uses this as leverage against you which is worrying.

If you win the dispute, to Valve, you have attempted to steal a game from them. While I don't think it is right to ban the entire account over one transaction, look at it from Valves point of view.

 

[channelx99]

Quote:

Originally Posted by Mootsfox

If you win the dispute, to Valve, you have attempted to steal a game from them. While I don't think it is right to ban the entire account over one transaction, look at it from Valves point of view.

From Valves point of view, the customer is a thief if a paypal dispute is open... theres no middle ground where they say, "maybe this person has a legitimate issue lets look into this and find out what happened".

I did finally get my money back, except all they did was cancel my game purchase which removed it from my library and issued the refund. They didnt explain what happened or apologize or anything...

I emailed them back asking what had happened to cause me from being wrongfully billed, and would it happen again if I tried to reorder. All they would say is that I must have somehow managed to screw up the order on my end and that they couldnt assist me any further and closed the ticket out

 

[dmasteR]

Quote:

Originally Posted by channelx99

From Valves point of view, the customer is a thief if a paypal dispute is open... theres no middle ground where they say, "maybe this person has a legitimate issue lets look into this and find out what happened".
I did finally get my money back, except all they did was cancel my game purchase which removed it from my library and issued the refund. They didnt explain what happened or apologize or anything...
I emailed them back asking what had happened to cause me from being wrongfully billed, and would it happen again if I tried to reorder. All they would say is that I must have somehow managed to screw up the order on my end and that they couldnt assist me any further and closed the ticket out

You do realize paypal sides on the buyer literally always right? The seller pretty much always loses.

 

[Aparition]

Quote:

Originally Posted by channelx99

From Valves point of view, the customer is a thief if a paypal dispute is open... theres no middle ground where they say, "maybe this person has a legitimate issue lets look into this and find out what happened".
I did finally get my money back, except all they did was cancel my game purchase which removed it from my library and issued the refund. They didnt explain what happened or apologize or anything...
I emailed them back asking what had happened to cause me from being wrongfully billed, and would it happen again if I tried to reorder. All they would say is that I must have somehow managed to screw up the order on my end and that they couldnt assist me any further and closed the ticket out

Glad to hear your issue was fixed and you still have your account

The reason Valve looks at people that dispute with paypal as a "thief" is because this is how fraud is committed. It doesn't really have much to do with your intentions or how they feel about your account. Their software recognized the fraud pattern and flagged your account, which to you looks like they will ban you. There really cannot be a middle ground here because it is system generated. It then takes usually a supervisor or analyst to review the account, which is beyond a customer service level.

The best way to resolve Steam issues is creating a ticket and pushing that ticket with forum support. Their forum is Steam's customer service hotline.
Also always clearly state the problem and what resolution you want

 

[mananabanana]

Yep, that's exactly what they do, ban you from purchasing. Although my "ban" is a few months. At least that is what they say. Why? Because I made a mistake and it charged me several times for the same game. I tried to explain that to them, but they act like no one makes mistakes! There have been plenty of games pass by in the meantime I am not able to purchase.

They are treating me like a bad little boy. Banning? For a transaction dispute? They need to get some people in there who can proved the customer customer service.