Ordered game and just as I finished transaction, gateway timeout, money taken but not got my purchas

[Nexus18]

Just used green man gaming to preorder BF 3 and as said for the thread title, that happened, so I have sent the below to them and also to my bank saying the same thing pretty much.

What is available, if you add the 32.57 to that, then you have the total amount as shown on my bank home page.

I just created an account today to preorder BF 3 limited edition and using firefox (latest) I completed the transaction using my northern bank debit card, however whilst the transaction was being done and just finished I think after entering my securerom/northern bank pass, I was brought to a page bad gateway, time out 505 error (iirc) and I have just gone and checked my bank account to see if the money was taken, which it has been, however I have not received the game code or any emails notifying me of a purchase.

Could this please be fixed and can I receive my game code.

So has anyone else had similar problems and if so, did they get resolved quickly and easily enough?

 

[Nexus18]

For the number part that is, I am sure that they will know what it means.

It diff happened.

 

[Nexus18]

Guys you may find it funny, but I am fuming about it!

Just tell me what you think will happen, will I get the game or money refunded or what?

 

[Nexus18]

free game.


have tyou checked your account for key?

Yup, no emails at all about buying it, usually get email striaght away after I buy something.

they'll refund you and ask you to re do it.

Just wait till monday

Really hope that is the case.

At the top of the page, click your username and click games. Is it in there? If not I'm sure they will check purchase logs and give you what was meant to be assigned to you. Don't panic!

Just checked, nothing, 0 games.

I know, I am trying not to!

 

[Nexus18]

I have no idea what IIRC is... But they will be able to track the transaction into their account and give you the game.

Jcb33.

If I recall correctly

Yup, I hope it gets sorted tomorrow.


Thanks guys

 

[Nexus18]

I have a screenshot of history for the bad gateway (which was actually 504 , but I have posted it in topic to let them know)

And I have posted a screenshot of my bank balance e.g.

xxx for balance

and

xxx for available

And when you add 32.57 to the available it adds up to my balance exactly.

Think that is enough?

If they refuse and say they have no records then I just simply contact my bank again and tell them to contact gmg to confirm what has happened (as surely the bank will see that something has gone wrong), right?

 

[Nexus18]

Aye itll work out

I hope it does and goes smoothly without any hassle as well!

lol, it is a Sunday evening, have some darn patience. I understand your frustration, but they WILL sort this for you.

I know I know

But I am so worried that they say sorry, nothing came through to us and then the bank don't see anything wrong either

Steve Jobs' ghost is messing with your internet Nexus!

Lol, indeed, the cheeky xxxx!

 

[Nexus18]

same happened to me with origin! the payment thats gone out is a authorization payment, keep checking ur bank statement until the POS on ur statement will say GMG whatever (EA sports for me) if it does then u need to phone them and get the game put on to ur account.

if the POS on ur statement stays blank the money will drop straight back into ur account, this same thing happened to me on friday and EA gave me a free copy of BF3 and the money should be refunded back into my account tomorrow, if not and this is according to my bank i just have to phone VISA something or the other (i have the number downstairs) and they will refund the money back into my debit account.

EA couldnt even find my bank details on there system either which i found weird but i cant moan free BF3

just be patient it will get sorted!

Thanks for the useful post!

Hopefully GMG will give me a free copy or a discount!

Unlikely though

 

[Nexus18]

Still no word yet

Will give them till tomorrow and if still nothing, I will just have to ring them!

 

[Nexus18]

They have robbed you and the timeout was tactical.

The worrying thing is, you look at the other solutions etc. and there last posts etc. were all from like 9+ months!

Never ordering from them again!

Terrible experience so far, would expect given my issue to have got some kind of email or whatever letting me know that they are at least aware of my request and are looking into it.....

 

[Nexus18]

Well when money has been taken from my bank account without me actually getting what I requested or any type of form showing that I ordered it, would you not be a bit annoyed/worried?

And considering the issue is more important than some of the other topics there about game crashes (which can be found on the first google result), I would expect similar problems to mine to be of higher priority (considering they are the only ones that can resolve it) and to at least send an email saying that they are looking into the problem and will get back to me as soon as possible.

 

[Nexus18]

No, I wouldn't be annoyed or worried yet. They will get a lot of issues over the weekend, it takes a while to deal with things. I'd give them at least a couple of days before even being mildly annoyed.

True

I panic too much!

 

[Nexus18]

Wow, just got a response now:

We've checked our records and we are not seeing any successful purchase. You'll need to try again. If your purchase had processed, we would have records of this. What you're likely seeing is an authorisation, not a transaction. I'd suggest that you contact your payment provider regarding this.

Once you've done so, please feel free to try making your purchase again. Let me know how it goes. If your bank says that the charge processed, you will need to obtain the transaction ID number from them and we'll be happy to investigate.

Regards

Rich

 

[Nexus18]

Did you actually check with the bank if they had taken it out? it may just be a pre auth, and the system didn't quite get to the stage to take it out...

I checked online ebanking for northern bank.

Every time I order something online using my debit card the balance goes straight down after as well, where as with this the balance stays as it was but the available amount decreases by £32.57

How can you see the transaction in your bank account after such a short time? Debit/credit cart transactions take at least a couple of days to process,

And if you are looking at available balance then there lies your problem, The money is deducted from that total as soon as an authorisation check is made, It will be put back in within a couple of days

*edit* Why are you blaming GMG when this is obviously an error on your banks part? you should be kicking off with the bank if anyone for not successfully authorising the transaction

Pretty much as explained above.

And see next post.

And I wasn't too sure whos problem it was so I emailed both saying the same thing pretty much.

^
This, personally for me that reply is enough to never shop there again. There are much better retailers to buy your games from. Get your bank to sort it out and when you do, I recommend never shopping there again. That response is a little ridiculous on their side.


If it IS a bank error though, then you should complain to your bank and Green Man Gaming isn't to blame. Although Green Man just seems like a dodgy website to me, who knows.

Yeah, I know, but since I left BF 3 late for preordering retail disc copy I probably won't get it till Monday so I seen that everyone was getting their copies from there and getting to preload straight away as well so......

May just go with EA direct now even though it is dearer.

What was wrong with the response? I thought it was decent enough

 

[Nexus18]

Anyway I just got off the phone with the bank and they said that the gateway problem was a problem on GMG end and that the transaction/payment was a problem on their end

They told me to tell GMG to email or fax them with some details e.g. time of transaction, approval code etc. and once they receive that email the unavailable money will be put back in

 

[Nexus18]

I didn't like the response since GMG automatically assumed it wasn't their fault and something happened from your end. Now from the looks of the your post I am quoting it was GMGs fault all along.

Ah, true

Haha

Annoying though, they still haven't sent that email to northern bank yet , so nothing will happen till tomorrow most likely! It wouldn't have taken that guy who was assigned to my problem more than 5 min to type the email (he could have copied & pasted most of what I told him in the reply that needed to be included as well)

I WANT TO GET BF 3 PRE DLL!!!

 

[Nexus18]

Yup, you were indeed right!

BTW, I just ordered the game through them again and this time it worked, got my key straight away and I am now pre dll

 

[Nexus18]

lucky f'er

Indeed he is!

I wonder if I waited till tomorrow, would they have given me something, I just couldn't wait any longer especially since the release date is moved forward to today now!

And my download is going to take a couple of hours and I would get capped during the day so would be even longer!

 

[Nexus18]

I really need a new GPU, stuck on a 4850 512MB at 1080!

No not yet, the girl from the bank said they need to email the bank first with certain details and then the unavailable amount will be dropped back in.

So going to post in my request ticket thread again in a few minutes.

 

[Nexus18]

That is what I have been reading in BF 3 thread and then that stats are getting reset globally on Friday.

The yanks and all won't be best pleased!

Also I can log onto BL and search for servers etc. and I haven't even done that VPN thing, so not sure if that means that I can play the game as well, going to find out in a few mins.