Purchase disappeared

[tony_li_hk]

I have purchased 2 games + 1 dlc as a gift to an email recipient.

I proceeded with a credit card payment and filled in my card and address details appropriately. After confirming my payment deatils it shows on the page that my order is pending and will be reviewed shortly.

At the moment there is no record of the above transaction on my account and the recipient has not received the games yet.

I have checked the online banking website of my credit card. There is no record of the transaction yet but the available balance has be reduced by the equivalent amount of the above purchase.

From my experience the transaction record wouldn't appear on the credit card website until a few days after the purchase but the available balance is updated lively. Hence I believe that Steam has charged the money for my order.

I have contacted customer service for help but they simply reply with "Your account should now be available for purchases". I am very disappointed as they are not reading/answering my question.

I am asking for the status of the order that I have placed. If it's been cancelled or on hold Steam has to let me know and provide me with a solution. If the order is under review then they should review it immediately. The last thing I want is to place a new order only to find out a few days later both orders have gone through.

If any of you have experienced similar problem please share your experience. My ticket number is 4431-WTXV-4603 in case any Steam staff happens to see this post.

[whoster69]

I have what might be a similar problem. I just purchased Torchlight 2, the 4 player pack and only got three copies, one for me and two I could give as gifts. I have just contacted Steam support and hope they will respond, but would recommend people wait on the 4 player pack until they get this fixed.

[tony_li_hk]

slow response + no cs hotline....... terrible service

[tony_li_hk]

I have just contacted the customer service of my credit card. According to their record the transaction has been approved and money has been released but steam has not yet accepted it. It's been 4 days and I really don't know what takes it so long to approve my order.

[Pur3Bolt]

I've never heard before that Steam has to manually accept a payment to give you your purchased games o.o

[sanny1987]

Początkowo opublikowane przez whoster69:

I have what might be a similar problem. I just purchased Torchlight 2, the 4 player pack and only got three copies, one for me and two I could give as gifts. I have just contacted Steam support and hope they will respond, but would recommend people wait on the 4 player pack until they get this fixed.

Me and my friend did have the same bug you describe. However, after a few hours the third gift-copy did suddenly appear in our invetory.

[ KARR™]

Początkowo opublikowane przez Pur3Bolt:

I've never heard before that Steam has to manually accept a payment to give you your purchased games o.o

You don't. It's possible that the credit card company that steam use have to do something at their end, but Valve themselves have no control over 'accepting or denying' single transactions into their bank account.

It sounds more likely that the money has been authorised at the OPs card company and thus withdrawn from his available funds. The card company that Valve use would need to 'take' that authorisation and thus complete the transaction, but until they do, techically neither Valve OR the customer have the money - it's all held up at the card companies.