Get your support together!

On December 15 I wrote to your support about an erroneous purchase. On December 24 your support staff Rajiv wrote back to me and asked me for my account name including the 4-digit discrimitor as well as some of my character names. On December 25 I answered with the necessary information and haven't heard back since! I wrote back three times already (January 9, Janurary 22 and just now).

I'm waiting for two months now for my refund!

Again almost 2 weeks have passed and still no reply even though my mail got read!

A lot of people have this same issue. Support gives limited response, when a refund is asked there is no response.

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frettarix#0963 wrote:

A lot of people have this same issue. Support gives limited response, when a refund is asked there is no response.

As a European citizen I have a right of withdrawal of 14 days, even on digital goods ((EU) 2019/2161). Because of this slow ass support the 14 days are long passed. Not even Xsolla claims to be responsible for the refund and they're GGG's payment provider.

I'll call the Paypal support on monday, explain them the poor and utterly lacking support of GGG/Xsolla and demand of them to charge the money back.

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KazutoTV#4440 wrote:

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frettarix#0963 wrote:

A lot of people have this same issue. Support gives limited response, when a refund is asked there is no response.

As a European citizen I have a right of withdrawal of 14 days, even on digital goods ((EU) 2019/2161).

do what you like, but be aware that if you force a refund through a charge back outside of GGG's support then you will get banned.

FYI, it's not like they wouldn't give a refund, it is that they are swamped by impatient idiots that keep sending email to try get seen and constantly reset their position in the queue by doing so, also a lot of investigation has to go on here. (especially paypal as there seems to be a lot of people managing to get their paypal account used to pay for multiple packs)

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lagwin1980#2224 wrote:

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KazutoTV#4440 wrote:

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frettarix#0963 wrote:

A lot of people have this same issue. Support gives limited response, when a refund is asked there is no response.

As a European citizen I have a right of withdrawal of 14 days, even on digital goods ((EU) 2019/2161).

do what you like, but be aware that if you force a refund through a charge back outside of GGG's support then you will get banned.

FYI, it's not like they wouldn't give a refund, it is that they are swamped by impatient idiots that keep sending email to try get seen and constantly reset their position in the queue by doing so, also a lot of investigation has to go on here. (especially paypal as there seems to be a lot of people managing to get their paypal account used to pay for multiple packs)

I have a right of withdrawal and they have to comply. It's their job to make sure that they have enough support staff for financial issues and not have every staff focus on just the PoE2 Beta. It's called basic managment to split up teams and not everyone doing everything. Who could have thought that a game in beta phase has bugs and issues and that people need game support. I guess no one...

I've waited almost three months for the issue to be solved, got one answer and one mail on read. It's their job to comply with european regulations in a timely manner.

And I don't care if they ban me. It's a F2P game and my progress in PoE1 can easily be redone, not that I ever plan on playing again if my issue doesn't get resolved, as I don't need to support a company financially that doesn't show support when needed.