Purchase problem! Steam cancelled my purchase and I lost money!

[pimpyoass]

How long does it take for steam's support team to give me any feedback on my problem?

I made a purchase 2 days ago with paysafecards and the processing failed, but my steam wallet has the date of the transaction without any failures. The truth is I'm missing my 24.99USD and I have no kredits ingame (Warface in this case).

I contacted Xsolla and they redirected me to steam support because they said steam cancelled the payment and it never reached xsolla's system.

Already made 2 question's on steam support and they're ignoring me. I'm filling in a fraud form in paysafecard website and see where that leads me.

Does anyone already had this problem? Should I wait 2 more days? A week? Month? For at least an answer on steam's side?

Best regards.

[Иксолла]

Hello,
We have escalated the issue to the Steam support. As soon as we have more information, we will contact you. It may take 24-48 hours. We apologize for the inconveniences. Thank you for your patience.

[pimpyoass]

Good evening,

I already got an answer from Support Tech Clyde, and he asked me for screenshots of the transaction on paysafecard website, which I already sent.

It's a pity they take so long to solve this issue.

[HLCinSC]

Usual response is well over a week so consider yourself lucky it is likly this only happened due to Xsolla's intervening.

[pimpyoass]

My posture isn't going to be about feeling lucky. From the moment I lost my money on bad processing on their part I don't feel lucky or the need to be thankful for something that didn't depend on me. I'm not some guy who's account got stolen because I trusted the wrong person.

I paid for a product and I demand to use it, it's simple.

Either they solve my problem or I take this through other legal ways. Filling the fraud form on paysafecard is just a start.

I'm going to wait the 48 hours though, I understand these things take time, what I don't understand is the lack of interest or absence of feedback, at least a quick response saying they're looking into it, just to feel secure that they're solving the problem.

Best regards.

[HLCinSC]

Origineel geplaatst door pimpyoass:

My posture isn't going to be about feeling lucky. From the moment I lost my money on bad processing on their part I don't feel lucky or the need to be thankful for something that didn't depend on me. I'm not some guy who's account got stolen because I trusted the wrong person.

I paid for a product and I demand to use it, it's simple.

Either they solve my problem or I take this through other legal ways. Filling the fraud form on paysafecard is just a start.

I'm going to wait the 48 hours though, I understand these things take time, what I don't understand is the lack of interest or absence of feedback, at least a quick response saying they're looking into it, just to feel secure that they're solving the problem.

Best regards.

Just be aware that if paysafe card does a charggeback without Steam's knowledge or consent your account will automatically be suspended for 9 weeks or until everything is sorted out.

[HLCinSC]

For most people it usually says here https://store.steampowered.com/account/ that the transaction has failed.

If you didn't get confirmation from Steam (and it is not posted as successful) then it is likely that the purchase has failed. If that is the case then the payment method company in this case paysafe card, haz put a hold on your funds. What that means is that the funds will eventually return to your account/card usually within 1-5 business days (up to a maximum of 10) depending on your paysafe card's policies

[pimpyoass]

On my part the transaction succeeded I have the confirmation on my purchases option on the link you posted.

"21 Out$24.99Compra
Warface
Warface Steam, 1850 Kredits, invoice *********; for help go to support.xsolla.com"

I already bought funds with paysafecard 3/4 times. So yes I got a confirmation, everything went ok, but when redirecting to warface website after transfering the funds from steam wallet to warface the process failed. And the pin's have no funds now, the answer I got from steam support is saying they willl contact paysafecard on my behalf because the funds somehow got blocked by them too.

Since they mailed me thursday, I'll wait till next tuesday for an answer.

[pimpyoass]

I even got the confirmation of the funds on my steam wallet, which I can still access, I never got to use the real funds though because they got blocked.

21 Out19,59€ Saldo da Carteira
19,59€ na Carteira Steam


It's in portuguese but understandable.