Install Steam
login
|
language
简体中文 (Simplified Chinese)
繁體中文 (Traditional Chinese)
日本語 (Japanese)
한국어 (Korean)
ไทย (Thai)
Български (Bulgarian)
Čeština (Czech)
Dansk (Danish)
Deutsch (German)
Español - España (Spanish - Spain)
Español - Latinoamérica (Spanish - Latin America)
Ελληνικά (Greek)
Français (French)
Italiano (Italian)
Bahasa Indonesia (Indonesian)
Magyar (Hungarian)
Nederlands (Dutch)
Norsk (Norwegian)
Polski (Polish)
Português (Portuguese - Portugal)
Português - Brasil (Portuguese - Brazil)
Română (Romanian)
Русский (Russian)
Suomi (Finnish)
Svenska (Swedish)
Türkçe (Turkish)
Tiếng Việt (Vietnamese)
Українська (Ukrainian)
Report a translation problem
This topic has been locked 
Discussions Rules and Guidelines
Report this post
Top-answering because your reply is so long.
Indeed, many people seem to have opinions about how iDEAL works.
It is different. Much more direct than credit cards
If Steam support (that has now awoken) still does not refund I will definitely speak to the bank.
That is what I did 3 times
And now, finally after 3 requests and a lot of noise here they have responded.
Steampowered by globalcollect
So basically this is a problem outside my sphere of influence, with a third company that Steam uses, and you are telling me that *I* should sort it out with this third party and keep Steam informed?
To me this sounds like the world turned upside-down.
Thanks. Until a few hours ago I couldn't even get Steam to acknowledge there is a problem, so there is some progress.
ALL: sorry that the discussion deteriorated, but it is my honest opinion that whatever happened is NOT my fault. Either Steam OR a company tasked by Steam to deliver a service borked up. And that is essentially also Steams' responsibility to solve. They can not simply point at a subcontractor and say "gfy"
I have now finally received a response from "Marco", and have sent him the screenshot he requested
Well, you tried with an *automated* refund system instead of going through the proper channels. What do you expect?
This one is on you. :P
Not really
Well, if it is automated, why does it ask me to leave a note? That gives me the impression that it is actually a human looking at it. The first response took TWO DAYS, which is also not typical for an automated system.
IS it an automated system, and is Steam only TRYING to make it look human, or is it a human? It does not SAY it is automated, it just sends the same response after some time..
As noted earlier, I tried 3 different routes, explaining why I wanted a refund every time. And now someone is actually looking at it. It seems....
Basically what I'm suggesting is that you approach it from both angles. You can approach your bank rather easily, ask them to check what has happened. Your bank can verify the payment having been made up until the CPSP. Beyond that, your bank cannot help you... well, maybe they can, but I don't think you want them to. A forceful reverse payment could lead to a ban on your Steam account.
If the payment never made it to Steam, Valve has no records of it. From what I gather, you have given them proof of the double payment, so now they are able to trace back up until the CPSP. Somewhere in the chain something went sideways and borked up.
I understand your frustration, and I also admit that it's definitely "not right" that you'd have to start chasing things down by yourself - but that does give you the result you're after. As you've experienced, Steam is slow. So, the more information you can feed them on your support ticket that shows where the problem is somewhere in the chain, the faster it gets resolved. You do need to give this some time sadly.
They may still be able to request the CPSP to reverse the payment regardless of it making it to Steam or not. I'm not entirely certain how this works precisely actually. Either way, from your point of view, it's both "better" and "easier" if Steam initiates the procedure from their end - because that also leaves a paper trail on their end that you can refer to if the need arises.
Yup. That's pretty much how I think about this as well. Steam is still the "store" in this, and that is where you turn to first and foremost. Anyone behind the store is practically irrelevant. You're basically only doing some legwork here to show you've fulfilled your part of the contract, after that it should be up to them.
Just try to stay calm. Wait out what Steam Support says.
I hope it gets resolved swiftly and in a fashion you can approve of. =)
Hi, Thanks for taking the time to contribute to this thread. I think I have mentioned it before, but there is NO OPTION "I was double-charged for this purchase". in the location you suggest. Please see the screenshot here: https://i.imgur.com/HPduE93.png
The first refund request was "accidentally purchased twice" - which imho also covers the incident even though the second purchase was made after they sent me a mail.
To be honest, I'm getting fed up with this discussion and me having to prove that *I* did not make a mistake again and again.
In the future if you ever need help from an actual person when dealing with refunds, make sure to select "I have a question regarding this purchase", of course I understand you couldn't magically know that before hand. Good luck getting the problem resolved.
edit:
You're in contact with Steam support at this point, just be patient and deal with them and I'm sure they'll help you get the issue resolved.
No there's no bug. You're not understanding how ALL online purchases work on the whole internet. Let me try to explain.
All online payments use a variant of the BACS payment system (it's more complicated than that but I'm not going to explain that here). There's certain security features built in, one of which is that the window for the handshake between your card provider or bank and the vendor is VERY short, only a couple of seconds or probably less these days.
It's deliberately kept short to mitigate people trying to hack and piggyback the data flow.
But, because of this short window, if you're using either a third party card provider (that may have more hopps to jump through to do the transaction) or some internet hiccup happens, it will fail with the message something like "there has been some sort of problem...." That too is kept deliberately vague as a security feature too.
But in the rarest of cases, it can fail at the SAME time as one side gets the handshake. This is likely what has happened in your case.
So what happens is that you will see the money go from your account (it doesn't actually, it's just set aside, waiting), and the vendor's end hasn't had anything. But there's backup systems in place, and there's some sort of period update that goes through (it used to be end-of-day routines way back in the day) and it CAN end up receiving the data hours afterwards or the next day, so it will sort itself out.
But not always though - and as such the procedure goes that the money still sits reserved in your account for around 3 working days. If that backup doesn't complete the transaction then the funds are freed up for you then.
If you're using a bank debit card, you can ring them up if this happens and if the staff are well trained they can see the failure there and then and release the funds for you to try again. However, if it's after about 4 days, they can't because the point's going to be moot by then.
So, in summary, you've likely had this with ONE of those payments. It failed so you've only been charged once.
But just in case it has double paid (I've never heard of it happening like that) you absolutely CAN ring your bank up and dispute the charge. I've done this on my debit card a few times.
Hope this helps you understand things a bit clearer.
Both purchases are listed in my purchase history, and there are no outstanding charges or "holds". Moreover steam support has now confirmed that the purchases were completed, so afaic Steam knows the payment was made.
Actually, right now that outcome wouldn't bother me at all. It is my first purchase on Steam, so no other games to loose. The experience has been extremely bad and gives me no confidence in Steam whatsoever, and I doubt if I will *ever* buy any game on steam again unless they own up to their problem and solve it.
I would be surprised if the CPSP would do that. As far as they are concerned they handled two payments correctly. The only reason I re-purchased the game was because Steam sent me an email that the purchase failed and that I should try to purchase again. After that it appeared twice in my purchase history and once in my game library
Yes, I'll give them some days to respond to the screenshot I sent them.
I'm not sure what you're expecting Valve to do, as they might not be able to do anything here. As I said, you really should be talking to your bank, because in any case, Valve are likelygoing to want such evidence from them before they'll do anything in any case.
I repeat, debit card does NOT mean you can't challenge payments or speak to staff about failures, etc.As I said, I've done it MANY times.
*sigh* here we go again. You are making assumptions.
I have a bank statement with two separate charges from Steam
I *did* purchase twice - The second time AFTER Steam sent me an email that the first purchase failed
After the second purchase I could play the game.
And have you spoken to your bank? That's the point.
I didn't type all that explanation out for fun. Please read it carefully and you'll understand why you need to talk to your card provider first.
I am expecting Steam to issue a refund. That should not be that difficult, and I have a valid reason to demand one - Steam sent me a mail claiming that my initial purchase failed, asking me to retry, which I did.
steam acknowledges that two purchases were made, I have a deal with Steam and NOT with any middle-man they employ
You are dreadfully confused. There IS NO middleman - I don't know where you're getting that idea from.
If you read my posts, which you clearly haven't or haven't understood it, you'd see WHY you need to speak to your bank FIRST.
If you won't take the correct advice I'm giving you, then there's no point in carrying on here.
I can only lead a horse to water.