money gone and no game in library

[Wouter]

so yesterday i bought this game(or so i thought).
i went through all the steps. paid for it and waited. but 20 min later it still wasnt in my library.
so i went to steam support saying that i had paid(i have conformation email from my bank stating that my money was transfered to steam) but that the game was not in my library and waited. 20 min later i get a message from steam saying that it was a failed purchase and that steam has not accepted funds for this product and that i can retry the purchase with a discount.so they want me to pay for a game again that i have already paid for.
the game is also removed from my purchase history. my money is still gone from my bank account and steam does not have an email adress or phone number so i cant explain the problem to a real person.
what to do?

[アンジェル]

Originally posted by Wouter:

so yesterday i bought this game(or so i thought).
i went through all the steps. paid for it and waited. but 20 min later it still wasnt in my library.
so i went to steam support saying that i had paid(i have conformation email from my bank stating that my money was transfered to steam) but that the game was not in my library and waited. 20 min later i get a message from steam saying that it was a failed purchase and that steam has not accepted funds for this product and that i can retry the purchase with a discount.so they want me to pay for a game again that i have already paid for.
the game is also removed from my purchase history. my money is still gone from my bank account and steam does not have an email adress or phone number so i cant explain the problem to a real person.
what to do?

The part that you can retry it again with a discount bothers me. That does not sound like Steam. You sure you bought it from the official storefront?

Also, I think the people who answer the support tickets are actually real persons.

Have you checked on your bank to ensure that the money has been transferred to Steam correctly? And not to someone else?

I am not sure in which region you are, but over here e.g. there is no direct bank to Steam payment. So it makes it hard to understand what you actually did.

[Wouter]

i live in the netherlands and most online purchase over here are paid with ideal wich transferes money directly from your bank.
heres a copy of my banks email
Hieronder vind je de gegevens van je iDEAL-betaling.
iDEAL-Transactieoverzicht
Bedrag
EUR 59,99
Ontvanger
Steampowered by GlobalCollect
NL14RABO0155503219
Van rekening
Hr W van Gorkum
**** **** **** ***4 85
Datum
31-01-2022 19:07
Transactienummer
0020006250456628
Omschrijving
Steam Purchase
Ordernummer
979103NJFBAB

its in dutch so ontvanger is reciever. rekening is account. im Hr W van gorkum. omschrijving says what kind of purchase it is.

[アンジェル]

Originally posted by Wouter:

i live in the netherlands and most online purchase over here are paid with ideal wich transferes money directly from your bank.
heres a copy of my banks email
Hieronder vind je de gegevens van je iDEAL-betaling.
iDEAL-Transactieoverzicht
Bedrag
EUR 59,99
Ontvanger
Steampowered by GlobalCollect
NL14RABO0155503219
Van rekening
Hr W van Gorkum
**** **** **** ***4 85
Datum
31-01-2022 19:07
Transactienummer
0020006250456628
Omschrijving
Steam Purchase
Ordernummer
979103NJFBAB

its in dutch so ontvanger is reciever. rekening is account. im Hr W van gorkum. omschrijving says what kind of purchase it is.

iDEAL is a third party service... but it is not that unusual.

What you can do aside of waiting for Steam Support is to check your account's purchase history

https://store.steampowered.com/account/history/

it should provide you with an easy to follow and understand history you can rely on.

If the money really went to Steam successfully, you should see the funds with your account page:

https://store.steampowered.com/account/

In most cases when iDEAL fails, the money will either not be deducted from your bank account, or it will be transferred back according to iDEAL's terms and conditions.

Can you confirm via your online-banking of your bank that the money has been truly deducted? Robobank and such usually have also very good phone customer support.