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KrazyKris84

Payment Declined/Failed when it wasn't...

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So I just recently had a pretty major issue happen on Thursday January 31st at nearly 3:30 AM my time, almost 12:30 AM SL time. Aprox. 2 hours before trying to purchase some lindens in the amount of $49.99 US total I added $50 US to my Skrill account, which left it with a total of $50.04 US. When I tried making the purchase it said something went wrong and it had failed and declined. So I continued to keep trying, at different amounts, usually lesser because I thought maybe $49.99 US was too much for whatever reason. My last attempt was for $49.99 US again, at which it also said it failed and was declined. However, when I go to check my Skrill account it shows that the last attempt had been processed and sent to Lindenlabs, yet it never went through on Lindenlabs end. So the money is now gone from my Skrill account and LL is saying it failed and was declined. This is frustrating beyond all hell. I have been using Skrill for months now to purchase lindens and not once have I come across this issues. I called LL and spoke with a representative who said unfortunately there wasn't anything they could do over the phone and to file a support ticket with as much information as possible, and that if I have any transaction photos even better. I told them that I had already and also attached a photo of what it shows on Skrills end that it had been processed and sent to Lindenlabs. She said perfect, and also recommended that I try to contact Skrill. She said basically my money is stuck in limbo and her words were "I can guarantee you that your transaction will either be processed on our end or the funds will be returned to your Skrill account." I am really hoping this is the case as this has never happened before and my money is just gone! So meanwhile being in Canada myself and Skrill being in the UK I stayed up that night until 3 AM my time for when their office opened. The representative at Skrill said unfortunately they can't give me any information on another clients account (meaning Lindenlabs) but had assured me it was processed and sent to them. So he emailed me verification, which all it was is the transaction ID number which I already have and sent in my support ticket. I attached a photo of that email though anyway and added that Skrill claims it had indeed been processed and sent. In other words the problem is not on their end. So now it is a frustrating waiting game to hear back in my support ticket. What makes this worse is I have to my rent today in world for my land and my frigging money is gone and just floating out there "in limbo." How does this even happen? This is so very frustrating! And how can they not help over the phone with something like this when all they have to do is look up the transaction ID number and see that it had been sent from Skrill. Why must we go through this long and painful process of waiting for a support ticket to process? My money was taken and lost and it was on their end.... This is not ok. There should be better phone support for an issue such as this, but there isn't and that's messed up. Anyway, just wondering if anyone else has experienced this and what ended up being their final result in the matter. They are currently having issues with people buying gifts on the MP so I wouldn't be surprised if they are also having issues with people just trying to purchase lindens right now as well. Funny thing not long after I called it showed up on the grid status that their phone lines and email went down as well for a bit. They are clearly having issues bit of course won't release anything to the public as to what those issues actually are. Also.... How long will it take for a support ticket such as this one to process do you think? I have in world rent to pay ffs, I can't wait too long. That cost me nearly $70 CAD ffs, it's not like it was only a few bucks that got lost and I can just be fine with trying to add more. At this point I am not attempting to buy anymore lindens until this matter gets resolved, and resolved as it should be. 

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I hope you used line breaks in your support ticket because I can barely read that.   what is your question for answers?

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2 minutes ago, Cindy Evanier said:

I hope you used line breaks in your support ticket because I can barely read that.   what is your question for answers?

Sorry about that, I am using my phone right now and didn't even realize it was so long until I hit post. My support ticket is very brief and to the point. I am just curious if anyone else has had this issue and what their final outcome was. And also, how long should a support ticket such as this take to process approximately? 

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I saw a forum post early today that said that it should take less than 48(?) Hours to get processed and reviewed, but I'm not 100% sure tbh since I have never had to file a report ticket. 

$70 bucks is a lot to just lose so I really hope this issue gets resolved for you. My anxiety literally spited just reading your post. Omg!!

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8 hours ago, KrazyKris84 said:

And also, how long should a support ticket such as this take to process approximately? 

I'd probably call them back and reference the support ticket number.  Billing is suppose to help resolve those type of issues asap.

Edited by LittleMe Jewell

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On 2/1/2019 at 9:50 PM, LittleMe Jewell said:

I'd probably call them back and reference the support ticket number.  Billing is suppose to help resolve those type of issues asap.

I have called them back, I have called a few times now and they have said "unfortunately this is just how our system works and you will have to wait for the ticket to be processed" blah blah blah. I called Skrill again last night to see if they could cancel the payment and put the money back in my account, but they said they could not because LL had already accepted the payment. Sooo the rep at Skrill gave me another transaction I.D. number, only this time it was the received money transaction I.D. number. So I added that to my ticket obviously. I also just called Linden Labs back again asking if there was anything they could do over the phone as I have plenty of proof the money was sent to them and accepted on their end. The rep said the same thing.... I have to wait for the ticket. he said he is looking into it and that it should be sorted today and I should hear a response back on my ticket today. Funny thing is the guy who answered the phone at Linden Labs name is Kit and the agent who is supposed to be processing my ticket is also named Kit lol.... could be coincidence.... who knows. He said he remembered hearing or reading a blog post about issues with payments going through from Skrill lately, but then couldn't find it at the time as he tried to look for it, but ya.... maybe I am not the only one. Or maybe he was thinking of this forum post here LOL. Anyway, idk why I am laughing as I am really really upset about this. It has been 4 days and still nothing. I just hope he meant what he said and that the ticket will be processed and dealt with today :/ :( :'(

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So i see more people have same problem i cant get linden dollars no answer on support ticket but they took on every attempt to buy lindens 1 dolar. That is realy not nice :(

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@iva Beorn

When you register a payment method with LL, they make a test transaction of $1.00, to verify that the payment method works and is one they will accept.  That test transaction will be reversed, so you aren't really out any money.  But you may see the charge, if you check your card shortly after you register it with LL.

Note that LL will not accept debit cards or prepaid cards.  If you used that sort of card as your payment method, it will be rejected, and you won't be able to buy $L.

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What I don't like about all of this is Skrill is being very unprofessional.  They are acting like it isn't on their end, but it is, because they never gave a confirmation email about the transaction.  Furthermore, both companies seem like they are playing hot potato with your money and that is not only disrespectful for hard-earned money, but unacceptable, especially considering you've been waiting a week for this to be resolved between LL and Skrill and having to call and call and call, wasting your valuable time just to get this resolved.  Somebody better do SOMETHING.

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11 hours ago, Sil81 said:

What I don't like about all of this is Skrill is being very unprofessional.  They are acting like it isn't on their end, but it is, because they never gave a confirmation email about the transaction.  Furthermore, both companies seem like they are playing hot potato with your money and that is not only disrespectful for hard-earned money, but unacceptable, especially considering you've been waiting a week for this to be resolved between LL and Skrill and having to call and call and call, wasting your valuable time just to get this resolved.  Somebody better do SOMETHING.

Mm

Edited by KrazyKris84
Wrong wording

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1 hour ago, KrazyKris84 said:

So, after some more calls Skrill took the matters further (finally) and contacted LL themselves to try and resolve the issue. I just received an update on my ticket from LL letting me know what was happening and that they hadn't forgotten about me. They informed me they made successful contact with Skrill and Skrill is working on reversing the transaction and returning the funds to my Skrill account.

Did anyone ever say what actually went wrong since you've done this before and it worked fine before?  If Skrill can't explain why the transaction did not actually go through on their end, I'd definitely be leery of trying another one with them.

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10 hours ago, LittleMe Jewell said:

Did anyone ever say what actually went wrong since you've done this before and it worked fine before?  If Skrill can't explain why the transaction did not actually go through on their end, I'd definitely be leery of trying another one with them.

G

Edited by KrazyKris84
Wrong wording

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6 hours ago, KrazyKris84 said:

Update from .....

be carefull with posting support conversations in public. Somtimes LL doesn't like this a lot, in special when discussing personal issues. Before you realize you make things public that aren't meant to be.

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17 hours ago, KrazyKris84 said:

M

You are allowed to post a synopsis of support tickets in your own words - just don't post the exact text, to be safe.

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1 hour ago, LittleMe Jewell said:

You are allowed to post a synopsis of support tickets in your own words - just don't post the exact text, to be safe.

Well the last thing I need rn is getting my account banned or something, anything negative. I have no issue with LL though, they have been great and really helpful. My issue is with Skrill. I will never, EVER again use Skrill.

Last night was my final straw. LL had said that Skrill made contact with them, and that Skrill would be returning the funds to my account. I never heard anything from Skrill though, so again I waited until 3 AM my time when their office opened to call. The agent said there was nothing on file stating they heard back from LL and that Skrill would be returning my funds. Actually, when I had told her that she sounded shocked, as if that was unheard of for them to do. So she said I will contact "the relevant team here" and see if this may be on our end and the system hasn't been updated yet, and I will also email LL again. She then asked me what I thought about that option, so I asked "do I even have another option?" And then she got angry with ME! Wth!??!!! And she repeated what she had said but in a very upset tone of voice and then, then she literally hung up on me!!!

I will also note that after asking to speak with the supervisor at Skrill, on more than 1 occasion, they would not let me do so. And they always use the term "relevant team". She did email what she said she was going to do and I sent that to LL and explained to them what had happened. Luckily they still have my ticket open until this is resolved. Another note, as much as I wanted to I did not lose my cool with the agents at Skrill, so her reaction was just WOW! 

I also emailed Skrill after this explaining what had happened with their agent, Margaret and demanded that I no longer want the funds refunded to my Skrill account, I want my funds returned to my bank account and without their process fee on top of that. That that is the least that they owe me at this point with their complete lack of unprofessionalism, and not owning up to the fact that they messed up. I have PROOF, FROM SKRILL that they messed up. I want to be completely done with them. I can never trust this company again

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Update - I just got word that I am not the only one having an issue like this between Skrill and LL right now. Apparently there are several people and all within the last week. This is very concerning as I assure you Skrill is not owning up to the fact that they messed up, or something went wrong in their system. They have also lied to me, twice now about making contact with LL when I have been very much assured by LL and a supervisor at LL that they have made contact with them, and the supervisor at LL are still in contact with Skrill trying to resolve this issue. Actually when I was on the phone with a rep at LL earlier and he read my ticket he said "wait a second here, they told you that they haven't made contact with us?" I said yep, that is what I was told. And the rep kinda chuckled, you know, one of those "are you kidding me?" kind of chuckles and he said"well that's, lovely" I said ya I know right. And he reassured me again that they have a whole team of people at LL including the supervisor and manager working as hard and as fast as they can to resolve my issue. After hearing there are several people dealing with this right now with Skrill is pretty damn concerning. Either they have had a major malfunction in their system, or they are scamming people.

So I ended up calling Skrill earlier before I called LL, but it didn't go well. I had had enough with them because the agent literally acted like he didn't know what I was talking about, at all. I had to explain everything all over again about my funds not actually going through to LL. And the agent said "well I see here it did process and send." I was about to throw my phone this time lol. I had to explain every email and conversation between me and Skrill, and me and LL. It was exhausting... I have been doing this for just over a week now! He claimed again that contact between Skrill and LL had not been made and he would "escalate the issue to his relevant team." I ended up hanging up. Then he called me back because he thought there was a disconnect and I said no, I hung up. I then asked to speak with his supervisor. He said the supervisor won't be able to do anything more for me. I got angry and told him I didn't care, I would find that out for myself. So he put me on hold and you know what, he picked it up and ACTED like he was the supervisor. It was the same guy, exact same voice. He tried repeating the same bs about escalating to the relevant team and I asked him if he was the supervisor and he cut me off and wouldn't answer me.... I went on to tell him how unprofessional they were and he cut me off again saying all he can do right now is escalate this matter to the relevant team and I raised my voice that "it has been escalated already, 3 times! I have the emails from Skrill to prove it! And how, when each time I call do you not know what is going on with my case?" I mean, I was angry and yes I raised my voice and so guess what, he hung up on me. This company is not to be trusted people. This is just.... horrible.

LL on the other hand have been very informative about everything and I believe them when they say they are doing their best to resolve this issue. After trying to deal with Skrill myself this past week and the headaches of each agent there apparently not knowing a damn thing that is going on with my case, as if they don't even keep it on file is just wow, mind blowing. Honestly, I hope LL drops them as a client. Especially if several people are dealing with a similar issue like this right now with Skrill. I have nothing bad to say about the people working for LL, at all. Skrill on the other hand.... it is like black and white between the two companies with how they treat their clients.

Edited by KrazyKris84
Wrong word

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