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Paymentwall/Terminal3 blocked my monthly subscription

I had the 4.99 monthly subscription starting last November.  In March my credit card company mailed a new card with new expiration date and I couldn't get anyone to simply take my new expiration date.  So I waited for them to cancel my subscription.  I was then able to renew my subscription with a different cc with a longer expiration date (so I wouldn't have that problem again) for April 2020.  April was fine.  Then May came and they billed the credit card company, the cc company paid the 4.99.  Paymentwall/Terminal3 then cancelled my payment and refunded the 4.99.  Then blocked me from using any form of payment to renew my subscription saying they think there is fraud.  They want me to send them a photo ID front and back and photo of my credit card front and back to verify who I am!  That is completely insane for a 4.99 subscription that my credit card already paid with no issues!  I have told GG about the issue and Paymentwall and both will not help me.  GG says that Paymentwall has to unblock me and Payment wall will not unblock me without me sending them my private information!  This is the craziest thing and maybe I'm stupid for even paying real money for a game, but I enjoy the game and want to help my co-op and team!!!  I will NEVER give anyone photo ID & copy of my credit card!!!!  PLEASE HELP ME!!!!! 
Also there are others in my co-op that have had the same issue...is this a sabotage of co-ops???? 

Comments

  • rie22 (US1)rie22 (US1) US1 Posts: 360
    Please help her! this isn't the first person i've seen this happen too....
  • janflipflo (GB1)janflipflo (GB1) GB1 Posts: 323
    I had the 4.99 monthly subscription starting last November.  In March my credit card company mailed a new card with new expiration date and I couldn't get anyone to simply take my new expiration date.  So I waited for them to cancel my subscription.  I was then able to renew my subscription with a different cc with a longer expiration date (so I wouldn't have that problem again) for April 2020.  April was fine.  Then May came and they billed the credit card company, the cc company paid the 4.99.  Paymentwall/Terminal3 then cancelled my payment and refunded the 4.99.  Then blocked me from using any form of payment to renew my subscription saying they think there is fraud.  They want me to send them a photo ID front and back and photo of my credit card front and back to verify who I am!  That is completely insane for a 4.99 subscription that my credit card already paid with no issues!  I have told GG about the issue and Paymentwall and both will not help me.  GG says that Paymentwall has to unblock me and Payment wall will not unblock me without me sending them my private information!  This is the craziest thing and maybe I'm stupid for even paying real money for a game, but I enjoy the game and want to help my co-op and team!!!  I will NEVER give anyone photo ID & copy of my credit card!!!!  PLEASE HELP ME!!!!! 
    Also there are others in my co-op that have had the same issue...is this a sabotage of co-ops???? 

  • janflipflo (GB1)janflipflo (GB1) GB1 Posts: 323
    Did you get help ? hopefully you have been sorted. 
  • No, I have not had any help.  I do realize that it is the weekend and nothing may happen until next week.  So far Paymentwall keeps mailing me saying that they will NOT unblock my account until I send them the photos of my personal information.  I have keep all correspondence from both Paymentwall and GG.
  • WillyBigFoot (FormerMod)WillyBigFoot (FormerMod) Moderator, ModGreen Posts: 142
    edited 06.06.2020
    Please contact Support on Monday. Sorry this is happening to you. Try not to blame Big Farm/GGS for this. Thank you.
    I will also try to look into solutions for you  :)
  • Kimlovestofarm (US1)Kimlovestofarm (US1) US1 Posts: 6
    edited 07.06.2020
    Thank you so much!  I will try Support again on Monday 
     
    As you can see, she said GG can't offer me a solution in this case and thinks I could have entered something wrong!  What GG still isn't understanding is that the cc worked for April with no issue and Paymentwall cancelled my May payment after my cc company paid the May charge.  My cc company was not concerned about fraud and THEY ALWAYS notify me if they are concerned about fraud.  We even get text notifications every time a charge appears on our credit cards.  So now you can see my frustration.  My credit card company paid but Paymentwall and GG both say I MUST provide private information in order to use the subscription features again.  I hope GG will step in and do something for me.  We will see what happens on Monday!

    Edited : Removed the part containing CS reply

    Post edited by TiminuTufu (FormerMod) on
  • ijrosh (US1)ijrosh (US1) US1 Posts: 1,325
    someone else had this problem and said that paymetwall actually tells you to tape over the important stuff. that they just need to verify that you are not committing fraud.  it has nothing to do with your bank. it is the fact that you used 2 different cards issued by 2 different places. unfortunately credit card fraud people do that a lot. they scam people into opening cards for them then they use the cards for subscriptions. or they open a whole lot of different cards up in someones name and then use them in different months. it took my dad over 3 months to find out someone had stolen his identity and opened up over 5 different cards in his name.so unfortunately this thing does happen more often then you know. i would contact payment wall again and ask exactly what they want. when the other person did it they wanted a copy of there drivers licence but wanted them to tape over most of it same with the credit card they were using.  unfortunately it is the only way for payment wall to know for sure you are who you say you are.
    ijrosh @ us 1
  • Thanks ijrosh...but the issue is still that they are wanting private info for NO reason.  It is fraud on their part as far as I'm concerned.  If they were truly concerned about fraud then they should NOT have accepted my new credit card for April's subscription! 
    They wouldn't take my new expiration date on the original card so I simply used a cc with a longer expiration date to avoid the issue and they thought that was perfectly fine for April's subscription.
    To be honest, Paymentwall shouldn't be concerned about fraud, that is my job as well as my credit card company.  I have had my card info stolen before and had to get a new one.  My husband has also had his identity stolen.  That is why I refuse to send the info.  Paymentwall is hired to help GG receive/process payment from players for subscriptions, not to cancel payments for subscriptions and not to block players accounts.  I have been with GG for a little over a year, they have my email, cc purchases and my info matches.  The fact that I am communicating with both parties telling them that it is me should be good enough.  A scammer isn't going to spend the time I have to fight this.  I am simply asking for some common sense and for someone to do the right thing and unblock my account.  But as I keep running into the same walls and no help...I simply want to be done with this game.  It's amazing to me that I can buy gold pkgs., etc. with the same credit card and that is perfectly fine as well!!!!  As I said this is absolute stupidity as far as I'm concerned!!!!!
    ***Let's see what gets taken out of this posting...lol
  • Yes there is a reason, its to prevent fraud

    Of course you are not doing any fraud, but fraud exists , and they have those measures to prevent this as much as possible


  • ijrosh (US1)ijrosh (US1) US1 Posts: 1,325
    edited 07.06.2020
    because gold and the subs go through to different payment services. and who says you did not still kims credit card and use it to do the first subscription. then opened another in her name and used that one. cause you said they processed the payment then returned the payment then canceled it because they thought it could be fraud. like i said my dad has had his identity stolen 3 times. and someone did just that. they opened up a credit card used it for a subscription. then the next month opened a new one and did it again. it took my dad over 4 months to even find out it was happening. because they had all of his info but put the billing address some were else. so he never knew about it. sense the cards they were opening up had such small credit lines. and it was credit cards not tied into any of his banks.he was never notified. in till the credit cards got so passed due that they sent them to a recover agent that called my dad. they had raked up over 10k dollars using about 25 different credit cards.so they have no way of knowing you are in fact not opening up a credit card in someone else name. cause most credit cards will let you open a account and send you out another card with a different name on it so your spouse or what ever can use it. so how else can they verify that it is in fact you? and not someone that has stolen your credit card info. cause there is also a lot of ways for people to still just your credit cards with out you knowing it too. that is why you should always be careful putting your card in a atm or a gas pump. sometimes people attach readers to them. and it is very hard to tell they are there. now days there are a lot of ways to scam someone. but not a lot to tell you are really you. in some states you have to have your id to use your credit card in stores. cause fraud has gotten so bad.

    i tried looking online for you. but the only thing to fix it is to give the the info they want. and to message support and let them know that they should do more research on them that they are probably losing costumers just because of who they are using. a lot of other players with other games have had the same problem but looks like some of there games switched to different company. i also found a lot of complaints on the better business burrow website. so not sure you can get this fixed unless GGS contacts them for you and some how tells them you have been using the same card the whole time here. it worked for someone else but they were on a different game. so not sure GGS will do anything about it for you. 
    Post edited by ijrosh (US1) on
    ijrosh @ us 1
  • ijrosh, you know me.  Hubby wouldn't let me do the subscription when I was in your co-op just because of issues like this.  He has been proven right and I have wasted enough time on this.  I won't be posting anything else or buying anything else.
  • Tammy91 (US1)Tammy91 (US1) US1 Posts: 14
    Glad i read this as i was considering a subscription. Guess i will not get one.
    Tammy91 @ us 1
  • BugsBunnyBugsBunny Moderator, ModGreen Posts: 1,453
    edited 04.07.2020
    Glad i read this as i was considering a subscription. Guess i will not get one.
    It's all safe to get one if everything is fine and genuine, every company which has a payment gateway/takes transactions through online will have their own departments/specialists to deal with such kind of issues, this is imposed for the financial & legal security.

    When they are handling payments there are a lot of legal procedures which has to be followed.
      
          

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