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EMP not added to account [RESOLVED]

FataeFatae
edited June 2016 in New & Returning Player Help
This morning around 03:52AM PDT I decided to purchase an amount off 12K EMP with the mere idea to support the game and give myself and my daughter some nice goodies along the way.

I played Tera in the past on the EU servers and due to some issues with customer services and some recommendations from friends who started playing Tera on the US servers I decided to do the same. I bought a 12K EMP pack worth of 114 euros but until now, I don't seem to have received the amount that I have purchased, checking with my bank the amount is already wired over, the notification said it would take up to 20 minutes but we are now way past that time.

I then decided to do some troubleshooting, re-logging my launcher and browser without any positive resolve. As my last option, I have posted a ticket towards the support desk and now I got a notification that it can take up to 7 to 14 days before they even can respond, for me this is kinda unacceptable if it is clearly a payment issue, like for everyone else 100+ euros is a lot of money and should be treated more rapidly.

At the moment, I do not really know where I can turn to push to resolve this issue more rapidly. I would appreciate that someone of the support team would see this post and act upon it a little faster, I do not request any special treatment but I do ask to add the amount of EMP to my account as requested, there is no reason not to due to the fact that the money is already wired over so there is no need for any more delay if you ask me. ~

UPDATE: 24 June 2016
Fatae wrote: »
I finally got into contact with customer support and due to the nature of the issue I think it is nice for the community to know how to respond and not waste their time with Enmasse support and wait for nearly 6 days before the situation is resolved.

If you plan to use the Direct banking payment system "SOFORT BANKING" you need to take the following into account; when you're in the process of purchasing EMP or any other item via Xsolla through the Tera website, Enmasse will not have direct control over the payment you are paying the money directly to Xssola and they will need to forward the information to Enmasse in order to receive the item or EMP, if this is delayed for more than an hour the best thing you can do is go trough the payment system again and at the pop-up window you will have a Contact Us button in the lower left corner where you can choose either post a ticket or Live chat, I chose live chat and it was literally resolved within the next 2 minutes.

You will need to give some info:
  1. Date and time of the purchase
  2. The reference number of the transfer
  3. The amount of or the specific item purchased

I hope this helps for others..

Best of regards

Comments

  • BelievableBelievable ✭✭
    I'm not aware of any payment issues occurring as of late. It might be something on your end (though if the money has already been sent over I doubt it). Since you've already submitted a ticket, I wish you the best of luck in receiving your EMP in a swift manner.

    Also, I welcome you and your daughter to NA. I hope your stay here is more enjoyable than it was in EU.
  • SaphirKanzakiSaphirKanzaki ✭✭✭✭
    Also EU player here. I had no issues so far, but I'm using paypal. All these years I heard of rare incidents where the payment went through but the EMP were added only later to the balance. There are rumours that tickets involving real cash problems are prioritzed, but I cant confirm this. Either way, the only thing I heard of is that people get their EMP or get/take their cash back.
  • FataeFatae ✭
    edited June 2016
    SaphirKanzaki wrote: »
    There are rumours that tickets involving real cash problems are prioritzed, but I cant confirm this. Either way, the only thing I heard of is that people get their EMP or get/take their cash back.

    Then I have to sadly say that I can not confirm this rumours as I am still waiting :surprised:

    The EMP is still not being added and I have not being helped yet by customer support, I am kinda disappointed :o I mean the balance went off my bank account, a Payment issue ticket takes ages to be handled which I think is very odd. Two days after the above purchase I got myself yet another game in a similar way, Black Desert online I bought it trough the same "Sofort banking" Payment system and I got my game and download straight away after the purchase, I really wonder what the deal with the delay on this bank transfer, they got my money already for nearly 5 days now so this is kinda confusing :confused: never encountered something like this in my entire online banking experiences :open_mouth:

    Best of regards

  • FataeFatae ✭
    edited June 2016
    I finally got in contact with customer support, i posted the solution into the OP for others if they have a similar issue they will be able to resolve it more quickly then I did.

    I hope this helps for others..

    Best of regards
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