• Leonard Smith Discount Error
    We are aware of the Leonard Smith Event discount not working properly for players. We will reactivate the event once we correct the issue blocking the 15% Discount.

Purchasing on iOS devices 1/24/2020

TinSoldier

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We are investigating an issue where purchases on Apple iOS devices are being rejected when these payments are in-fact going through. Please reach out to our CS team about any purchases made today if you did not receive your purchase.

We plan to roll servers as soon as possible to correct this receipt issue.
 

JohnnyDominations

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I was effected by this issue. I contacted customer service several times and have yet to receive a reply. Is there another method of contacting CS so the error can be resolved? Thank you.

Update.

Five messages sent to customer support and still no response. Very frustrating to not know the status of a payment made and to receive no support using the avenue recommended. At this point I just want a to make sure I am issued a full refund as an entire day has already past negating many of the benefits for my original purchase.
 
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Fatfinger

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I tried to purchase the event pass which appeared to work, then received “Billing service unavailable” message. Pressed to purchase at a later time and it said I’d already got the pass and purchase would be refunded.
Pass not active in the game. I have contacted CS as advised but they have not responded back. I am using iOS 13.
 

Fatfinger

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I did hear back from CS asking for screen shot of receipt , which I hadn’t got in the first place as Billing Service was unavailable. A few hours later something had been changed and when I tried the purchase again it went through normally, thankfully.
 

Fatfinger

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Now I have been charged twice for the same event pass ! CS are washing their hands of any responsibility about the issue and telling me to contact Apple support myself.
It is your mistake. There should be no way that the purchase pass should be active ( not greyed out ) if I had already bought the pass but it was still green after your “roll back” so I pressed it again and now face a fight to get one of my payments returned.
Is this how you treat loyal paying customers ?
 

JohnnyDominations

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The purchase was “time relevant” so all I am asking for is a refund or the assurance of a refund. I’ve been dealing with this error since day one of the current event. Multiple support tickets, emails, and screenshots with no meaningful resolution is unacceptable.
 

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TinSoldier

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Over the weekend, iOS issues have stabilized, and our CS team has been working to correct purchasing issues. JohnnyDominations and Fatfinger - please look for a direct message from me, I'd like to follow up and make sure your issue was handled.

Thank you all so much for your patience during last week's episode.
 

JohnnyDominations

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Still dealing with this issue as I was just charged for the purchase I made on the first day of the current event. I was never awarded anything in game. Nothing. Support has done very little to provide a solution other than to suggest asking Apple for a refund. I’m at a lose of what I should do now.

Update:

Upon BHG & Nexon support’s direction to contact Apple for a solution I was denied a refund. I have provided receipts and screenshots to Nexon customer support and they have acknowledged the error. But to this point I have still not received my original purchase or been provided any type of compensation. I am very much hoping to resolve this as soon as possible.

Please I am again asking for help. Thank you,
 
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JohnnyDominations

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This is absolutely bullshit. You could give me my purchase at anytime, you could give me crowns as compensation. You could do ANYTHING more than nothing. I bought the event pass. You never gave it to me. DO SOMETHING. ANYTHING.
 

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JohnnyDominations

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Here is my receipt for the forums to see. Just fix the damn problem and don’t steal from your customers.
 

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SomeRandomPlayer

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I understand your pain here, I truly do, but to be fair this says "Pending" so it hasn't been charged yet. It probably will soon but just saying.
 

JohnnyDominations

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It is no longer “Pending.” I was charged and have been refused the purchase from BHG Nexon

Also this was purchased on 1/24/2020. Game events are obviously time-sensitive. Not that it matters when you are being refused anything at all.
 

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King Crimson

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You could have saved yourself a lot of angst and frustration by being patient and allow them to 'go through the motions'.
Glad it was resolved though.
 

JohnnyDominations

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No King Crimson. I was charged and not given anything. Even after the “pending” screenshot. I’m thankful that I got anything at all after the angst and hassle. Advocate for yourselves. And take screenshots of everything.
 

Cannibals

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I’m sorry you had to go through that trouble. It can be frustrating when things don’t work out. But problems like this where documentation exists usually work out in the end although it may take time. You could save yourself a lot of frustration in the meantime if you were more patient. Otherwise you’re going to stroke out before your time dude. Go ahead and be hard, but be chill too.
 
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