Payment Error

#1 Same for me and i've tried to contact support for days but no answer.
To be honest, this is not satisfactory and they'd better not charge my credit card for something i didn't get.

#2 Hans and Levi, I HAVE been charge three times for the same product. I got the same error three times, and when checked my credit card, I verified the three charges were there. To make things worse, the product won't even appear at "My account".

I just wrote to support about it (AGAIN), and I hope this time they'll answer back. I miss the time when Garage Games answered our e-mails almost instantly, with good information. Now all we have are generic feedback forms that wont even send us a verification like "We received your email, expect some answer soon".

I heard the new site was having problem with foreign users, and judging by our names that seem to be the issue ^^. I think Garage Games will eventually pay us back, but that my take a while, so sit back and let's not worry until we have to, ok!

#3 I wish i had your positive attitude towards this problem but i don't. To me, this is fraud. Not because they have site issues but because they can't even be bothered to respond to any mails. I'm sorry but if i don't get a reply to one of my mails by tomorrow, i will be contacting my attourney as well as the police to see what i can do about getting my money refunded

#4 lol once they fix the problem they will put the products in your area. if you payed for more then one then they will more then likely refund your money. they just have so many people emailing them right now that they are not replaying fast. they will fix the problems and will not take free money for nothing just wait till things are fixed.

#5 So how long do i have to wait? Do you know? no? i thought so.
I can totally understand that there are site issues, that's not the problem. My problem is

1. They shouldn't even have the web shop enabled when it's obviously not working. The decent and responsible thing to do would be to take that part of the site offline until they have sorted the issues.

2. They aren't responding to any mails at all and i'm not the only one this has happened to

#6 Since Monday is a federal holiday in the U.S. (Martin Luther King day) it might be Tuesday before someone gets to your email request for help. I have no idea if the GG people are taking Monday off, but a lot of people are off Monday in the U.S. Not me of course... I have to work :(

But I would give them until Tuesday U.S. time before getting too worried. I've bought stuff on this site since 2001 and never had a problem. The recent site update has broken something. I'm sure they'll get it sorted out.

But I'm holding off on any purchases until it's fixed ;)

#7 Thank you Rodney, I didn't know that monday is a us holiday.

Still doesn't explain the lack of reply to the mails i send thursday night, friday and saturday US time though.

I guess i shouldn't expect to hear from them monday then

#8 Late last night I got a little call from my bank asking me if my credit card had been stolen, it turns out that I had been charged for the products seven times, and with the Australian exchange rate that up in the $1000.

My bank started disputing the transactions for me and have put GG on there fraud watch list. I assured them that Garage Games is a trusted website that is just having some technical problems.

I contacted Garage Games support last night asking them to reverse the transactions, but still no reply.

I am quite confident that they will fix the problem and I hope they do it soon rather than later as I am paying interest and I could end up costing me more than the product I original wanted :-)

#9 I have a huge support queue right now and am still sorting it out. The queueing also triggered my spam filter because of the number of e-mails that I got (please no one e-mail support with a "put the old site back up" e-mail; you are drowning out the important requests like the ones in this topic).

I'm working my way through the queue and I hope to get through what is *currently* there by tomorrow evening. I have answered almost 300 e-mails this week and the queue is growing at a constant rate. This includes answering e-mails from my iPhone during my birthday party on Friday.

Not sure why you hadn't heard back if you sent it before very late Friday, other than the possibility that it hit my spam filter which I've been going through all day. Because of the various fixes that have gone into production Friday and today, a number of the issues that have been reported are now null and void, which will make processing some questions in the queue easier.

Also, a number of the transaction error posting to bank accounts were attempts that did not go through but would still show up until the rejection notice from the bank cleared; usually the next business day. These should have been repaired with the fixes performed either Friday or this morning (I will have to go back to the lists to see which one when; if not multiple issues being fixed during both periods).

Sorry for the slow response time; I'm just trying to get through it and haven't yet.

#10 David, when does the e-commerce will be functional again? I really need to get TX Pro and the TX Platformer Kit...

#11 I'm submitting tickets like crazy. Hopefully the information that I've been given by the various people this has happened to will be what is needed to get non-US shopping going again.

#12 Thanks David Montgomery-Blake,

The payments have been reversed.

I now have money and want to spent it in your shop, am I safe to do so now?

#13 You should be. We've tweaked a number of settings to work with various banks that were having issues.