Can't buy games or apps on the webstore

[valentinovienna]

I am trying to buy a game but I am not able to buy anymore.

There is an error message after the payment request is sent. This did not happen in the past. How can I fix it and buy games again? Lat

[MetaQuestSupport]

Thanks for letting us know, @valentinovienna. We understand that trying another form of payment may not sound like an ideal troubleshooting step, but we do promise that it is part of a larger set of steps to determine the root of the issue. Payment methods can have their own restrictions that are subject to change at the company's discretion. And we want to ensure we are ruling out all possible points of failure in order to provide a correct resolution. 

We found you have an open PM with us, and we are eagerly awaiting your reply! Please feel free to follow up with any questions or concerns at any time. 

[KazukiVR]

Thank you but I have already spoken with over 15 different support reps from Meta. All of them keep asking the same questions over and over again and seem unable to read any of my previous replies. It's embarrassing. I have provided my credit card statement showing the charge from Meta which my bank has confirmed to be genuine. I have an open case which no one has responded to in over a week. I am done. This experience has forever left a very bad taste in my mouth. 

[MetaQuestSupport]

Hello once more, @KazukiVR! We are sincerely unhappy about the length of time you're having to experience this issue, and want to assure you that this length of delay is not normal, and is due to the complexity of the problem on the back ends of not only your financial institution's systems but on our back end systems as well. Please allow us to assure you that your case is active and being worked, and that we have noted on the case that you reached out here and took the liberty of requesting the assigned specialist provide you with an update ASAP. If at any point you haven't heard back from that team in a timely fashion, please reach back out to them and they will get back with an update to you as soon as they are able. We'll be keeping our fingers crossed for a quick and happy turnaround on this for you!

[valentinovienna]

So what is exactly Meta doing to solve my case, apart suggesting me to use another payment method? (something I wont do!)

[valentinovienna]

I received once more per email the request to try a different payment method. I think this is the fifth time and is getting annoyed. If this is all the help you can provide, can you please stop?

[KazukiVR]

They are just going to keep sending you template emails sourced from answers in their knowledge base. They will also not read any of the previous replies and keep asking you the same questions so they can move through the queue and hit their KPIs. The customer service reps really have no idea about credit card payment systems as it is a complex system that would require a specialist. 

I got the error "something went wrong" when I tried to apply a discount code to a game that was not on sale, but was part of a package deal that was on sale. This gives a system error and there is a chance that the credit card charge will go through the external credit card systems and later be fully processed. On the Meta systems it will look like the purchase has failed, as it did in my case.

If you are charged, your best bet is to ask your bank to initiate a chargeback, but this may risk Meta banning your entire account.  

At present, it appears that Meta has no way of tracking the reference number on the credit card charge on your statement to confirm that the charge has no game purchase on the Meta system. Even when shown the charge on my credit card statement, Meta still tell me that the issue is with my bank and is my fault. 

After speaking with more than 15 reps, they have not been able to track my charge and I have now given up. In one of Meta's bank accounts there is a deposit that does not have a purchase to match it.   

[MetaQuestSupport]

Hey everyone, and thank you for your patience! We see that you're having trouble with buying games and receiving error messages. We know how this can hinder you from purchasing your favorite games, and we'd love to look into this further. So that we can gather some personal information from you, we ask that you please PM us. Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We look forward to your response!

[MetaQuestSupport]

Hi again, everyone! We're checking in to make sure you were able to get those purchase issues sorted out, or if you've run into any further trouble with that at all. We'd like to make sure everything went smoothly for you along the way, so please don't hesitate to reach back out with a PM! We're happy to lend a hand!

[KazukiVR]

You know very well that my case was never resolved. You can read the notes of the case and, no, I will not send you another PM. I have literally sent 50 messages already, only to be asked the same questions over and over again. 

I have now paid twice for the game, and will have to live with that.