Any way to talk to a real human at Steam?

[mikeVT]

Steam is denying a valid refund request, I assume due to an error with their automated system. Just wondering if there is any way to escalate / talk to a real person. Thanks

[mimizukari]

Any support tasks are done from https://help.steampowered.com/en/

Anyone telling you otherwise is trying to scam you as they will not contact you any other way. There is an email but it is only for security exploit issues and they have moved to some kind of bug bounty system last I checked, they will not reply to regular concerns that can be handled by support.

[Wolf Knight]

you select the purchase, then select "I have a question" and make your request there. if they say no, then that is final

keep in mind that the auto system look at total time played - if the exe is running, then the game is being played. does not matter if you are idle in the game, waiting in a lobby, messing with the game settings, etc. all time counts, including free weekends, etc.

[Unn4m3d (♥AUT♥)]

Help -> Steam Support -> Purchases -> Click whatever you bought -> I have a question about this purchase.

With this you will open a ticket that gets read by an actual support member.

The regular refund ticket is merely a bot that checks whether you owned the game for 2 weeks or played more than 2 hours. If any of those apply it automatically denies refund.


Note that this support member can still deny your refund request, and if a manual refund request gets denied it's final.

[Cathulhu]

"valid refund request" usually means 'I'm outside of the rules set up by Valve but feel entitled because the game doesn't work on my system that either doesn't meet the system requirements and/or is infested with bloatware slowing it down'.

[mikeVT]

I've done 2 refund request tickets. They are both auto-responsed and closed with no way to appeal or escalate. I'm almost positive my tickets are being automatically denied for some reason. My question is if there is any way to have a real conversation with an actual human.

This is the only paid game I have on the account so I can charge-back if I have to, but I'd rather not have to.

[mimizukari]

Originally posted by mikevantassel6969:

I've done 2 refund request tickets. They are both auto-responsed and closed with no way to appeal or escalate. I'm almost positive my tickets are being automatically denied for some reason. My question is if there is any way to have a real conversation with an actual human.

This is the only paid game I have on the account so I can charge-back if I have to, but I'd rather not have to.

Your account will lose functionality if you chargeback and you'll never be able to buy games again. Charging back for legitimate purchases is illegal as you own Valve a debt that you paid.

[mikeVT]

Originally posted by Cathulhu:

"valid refund request" usually means 'I'm outside of the rules set up by Valve but feel entitled because the game doesn't work on my system that either doesn't meet the system requirements and/or is infested with bloatware slowing it down'.

My system meets the requirements, the game is just bricked. I'm not over the 2 hour playtime/14 days. So I'm not sure what your point is

[Unn4m3d (♥AUT♥)]

Originally posted by mikevantassel6969:

I've done 2 refund request tickets. They are both auto-responsed and closed with no way to appeal or escalate. I'm almost positive my tickets are being automatically denied for some reason. My question is if there is any way to have a real conversation with an actual human.

This is the only paid game I have on the account so I can charge-back if I have to, but I'd rather not have to.

I literally told you that a regular refund is automated, and how you can make a ticket to reach Steam Support.

A Charge Back is a very unwise decision. Valve does not take kindly to doing this, and rightfully so.

[mikeVT]

Originally posted by mochikaeru:

Originally posted by mikevantassel6969:

I've done 2 refund request tickets. They are both auto-responsed and closed with no way to appeal or escalate. I'm almost positive my tickets are being automatically denied for some reason. My question is if there is any way to have a real conversation with an actual human.

This is the only paid game I have on the account so I can charge-back if I have to, but I'd rather not have to.

Your account will lose functionality if you chargeback and you'll never be able to buy games again. Charging back for legitimate purchases is illegal as you own Valve a debt that you paid.

I'm aware. As I said - this is the only paid game on the account. I'm not worried about it if I have to chargeback. I'll make a new steam.

[mikeVT]

Originally posted by Unn4m3d (♥AUT♥):

Originally posted by mikevantassel6969:

I've done 2 refund request tickets. They are both auto-responsed and closed with no way to appeal or escalate. I'm almost positive my tickets are being automatically denied for some reason. My question is if there is any way to have a real conversation with an actual human.

This is the only paid game I have on the account so I can charge-back if I have to, but I'd rather not have to.

I literally told you that a regular refund is automated, and how you can make a ticket to reach Steam Support.

A Charge Back is a very unwise decision. Valve does not take kindly to doing this, and rightfully so.

I see now. You responded as I was responding to someone else. You guys are fast. Thanks for the tip

[Unn4m3d (♥AUT♥)]

Originally posted by mikevantassel6969:

Originally posted by mochikaeru:

Your account will lose functionality if you chargeback and you'll never be able to buy games again. Charging back for legitimate purchases is illegal as you own Valve a debt that you paid.

I'm aware. As I said - this is the only paid game on the account. I'm not worried about it if I have to chargeback. I'll make a new steam.

Whatever payment method you used (that specific paypal account, that specific credit card, whatever you use) will also not work anymore, regardless of how many accounts you make.

[Wolf Knight]

Originally posted by mikevantassel6969:

Originally posted by Cathulhu:

"valid refund request" usually means 'I'm outside of the rules set up by Valve but feel entitled because the game doesn't work on my system that either doesn't meet the system requirements and/or is infested with bloatware slowing it down'.

My system meets the requirements, the game is just bricked. I'm not over the 2 hour playtime/14 days. So I'm not sure what your point is

are you getting a reply from steam or are your refund tickets just getting closed with no response?

[mikeVT]

Originally posted by Unn4m3d (♥AUT♥):

Originally posted by mikevantassel6969:

I'm aware. As I said - this is the only paid game on the account. I'm not worried about it if I have to chargeback. I'll make a new steam.

Whatever payment method you used (that specific paypal account, that specific credit card, whatever you use) will also not work anymore, regardless of how many accounts you make.

Thanks for the info. My bank issues new debit cards for free so that's not a huge issue either thankfully. I appreciate your help - hoping to hear from steam soon.

[Brian9824]

The refund system is automated and it doesn't make mistakes with playtime or time owned...

What are you trying to refund? How long does it show you've played it and when did you buy it?

Some purchases contain content that is not refundable, so giving us all the details will be crucial to helping.

[mikeVT]

I was able to speak to someone and they resolved it for me. Thanks everyone!