How to escalate an issue?

[Vapri]

So here is the full story:

Feb-07 I buy a game (call it X), same day I return it within 2hrs
Feb-10 I buy game Y

March-31 I get a message from Steam saying that my account is on Alert, as there was a payment issue. Game Y has been taken out of my library, as there were issues with game X. Steam asks me to talk to Paypal

March-31 I noticed that my Paypal is now with limited access. I call PayPal, they inform me that someone called them to cancel the payment for Game X from my credit-card's bank. Tell me to wait until Monday since its the weekend.

April 2: I call my bank, they inform of no such thing, they would never call Paypal on my behalf. I call Paypal immediately, Paypal informs me that it was some other bank that requested the money. I lose my ♥♥♥♥ on them, someone clearly hacked them or something, and their security failed. They reinstated my account and mark the transactions as disputed.

April 2: I contact Steam to reinstate game Y, they refuse, but unlock my account.

Now, I paid money for Game Y. As far as I am concerned Steam stole money from me, and is asking me to buy the game again!
I checked my Paypal, and my credit card, I got the refund for Game X, and I have paid for Game Y.

Steam has not responded, what should I do next?

[Forcen]

There is no escalation, just make sure you contacted them about the relevant transaction and wait until they respond. Sometimes a new ticket about the transaction can help so they can seperate the issues, you also get to talk to someone else then. Just include previous ticket numbers in any new ticket.

Contact paypal again.

[Vapri]

Escrito originalmente por Forcen:

There is no escalation, just make sure you contacted them about the relevant transaction and wait until they respond. Sometimes a new ticket about the transaction can help so they can seperate the issues, you also get to talk to someone else then. Just include previous ticket numbers in any new ticket.

Contact paypal again.

How would I make a new ticket? Wouldn't I have to close the first one?
And contact Paypal saying what?

[Forcen]

Might as well wait until they respond first but you make a new ticket by finding the transaction here https://help.steampowered.com/en/wizard/HelpWithPurchase and following the instructions.

Ask paypal who has your money that you paid and how to prove that to steam support if you need to. Still, might be worth just waiting for your open Steam ticket.

[Satoru]

Steam is not 'stealing' anything

Your bank as far as steam is concerned has disputed the charge and as such steam DOES NOT have your money

Why would they reinstate something you didn't pay for. you DISPUTED THE CHARGES on both transactions. You told paypal "I did not authorize charges for Game X and Game Y". Paypal then told Steam "Transactions for Game X and Game Y are disputed an we are taking the money from Steam as a result" This means Steam DOES NOT have your money.

The one who is 'stealing' here is the other way around. You stole money from Steam as far as they're concerned. Until you give that money back, which you have not, they're not going to do anything about the games.

Also no one 'hacked paypal'. Obviously the security on your account is garbage and you should address that part, rather than you know blaming everyone else

[Vapri]

Escrito originalmente por Satoru:

Steam is not 'stealing' anything

Your bank as far as steam is concerned has disputed the charge and as such steam DOES NOT have your money

Why would they reinstate something you didn't pay for. you DISPUTED THE CHARGES on both transactions. You told paypal "I did not authorize charges for Game X and Game Y". Paypal then told Steam "Transactions for Game X and Game Y are disputed an we are taking the money from Steam as a result" This means Steam DOES NOT have your money.

The one who is 'stealing' here is the other way around. You stole money from Steam as far as they're concerned. Until you give that money back, which you have not, they're not going to do anything about the games.

Also no one 'hacked paypal'. Obviously the security on your account is garbage and you should address that part, rather than you know blaming everyone else

My security (password, 2auth etc) on my Paypal is quite strong. Quoting Paypal "Someone called in claiming to be my Bank, requesting a dispute for those account".

As for the rest of your explanation, thank you. That clears a lot in terms of what is going on.

[Vapri]

If I understand both @Satoru and @Forcen, I should contact Paypal, and confirm where the money for both games is at. If they claim its with Steam, then I have a stronger case against Steam, if they claim it has been returned for both, I should check once more with my bank, and just buy Game Y again. Correct?

[Forcen]

Sounds like a plan. Maybe get to the bottom of that bank vs paypal stuff also, figure out what happened.

[About47Pandas]

I hate paypal. I hate Ebay because they try to make you use paypal.

Paypal to me, it another step that can be messed up. Buy a thing < Paypal < Bank. Why though? Just Buy a thing < bank.

[Vapri]

Escrito originalmente por About47Pandas:

I hate paypal. I hate Ebay because they try to make you use paypal.

Paypal to me, it another step that can be messed up. Buy a thing < Paypal < Bank. Why though? Just Buy a thing < bank.

When I originally setup my Steam I didn't have a visa, so I used Paypal, and I sort of just kept doing it that way.

[Zoofie]

Your story makes no sense, but in all fairness some of the PayPal employees are literally potatoes. When the payments are reversed it's considered you stealing money from Valve since they no longer have the funds so they are no longer have to let you use their services. Your account will not be restored with steam unless they get the original funds back which paypal has to do but I know from experience they wont and will just annoy you with screwing up. Your bank should have all of the info you need since they processed a chargeback and you should see something reflecting it in your activity feed if this story is true. If you own the bank linked to your paypal and not using a VBA owned by someone else, you should be completely capable of getting the money back to valve.

If some reason you are unable to, ask Valve if there is another way you can process the returning of the funds. They may not do this but this is possible

[About47Pandas]

Escrito originalmente por CCS | Zoofie:

Your story makes no sense, but in all fairness some of the PayPal employees are literally potatoes. When the payments are reversed it's considered you stealing money from Valve since they no longer have the funds so they are no longer have to let you use their services. Your account will not be restored with steam unless they get the original funds back which paypal has to do but I know from experience they wont and will just annoy you with screwing up. Your bank should have all of the info you need since they processed a chargeback and you should see something reflecting it in your activity feed if this story is true. If you own the bank linked to your paypal and not using a VBA owned by someone else, you should be completely capable of getting the money back to valve.

If some reason you are unable to, ask Valve if there is another way you can process the returning of the funds. They may not do this but this is possible

♥♥♥♥ paypal. What a pain in the ♥♥♥♥.