Double charge for sigil.

Putting my message here in the hopes of getting some visibility on my issue I’ve been encountering. I paid for the summers sigil through the web store on 1/29 and was charged again for this through apple on 2/15. The charge from apple was not valid as my sigil was currently active. I refunded the charge through apple and was then punished in game with kabam stating I have a negative balance. They’re punishing me for refunding something I shouldn’t have had to pay. The response to my original request was incredibly generic and dismissive of my request. I’ve attached screenshots of the issue as well for reference. Please blow this up so we can get some accountability from kabam.

Comments

stevehansen

This is the response I got from support.

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SummonerNR

Is your Xsolla subscription (set for auto-renew I assume ??) set for being charged from your Apply payment method (Apple Pay or such) ?

Not sure why Apple would have charges you for renew prior to ending. Unless maybe you have 2 different Game Accounts, both on Sigil, but on different renew dates ?.

*But, you need to go thru Kabam when doing refunds, otherwise your game account would continue to get benefit of whatever was purchased (moreso with single purchases, but also applies to Sigil), even though Kabam would have been out their money because of payment processor refund.

EVERYONE who does refund NOT THRU Kabam receives Negatives Units like this. You HAVE TO do your refunds thru Kabam themself.

stevehansen

I have it setup for auto renewal through my card not Apple Pay or anything like that and only have one account for mcoc. Also my benefits have not continued as the screenshot in op shows no express mode available through arenas when my sigil expires end of Feb. Just very strange overall and super frustrating to deal with especially not being able to use my units in game😂

SummonerNR

so why was Apple involved in the process ? Doesn’t using Xsolla supposedly not get Apple involved at all (thus no 30% portion kept by Apple or Google).

Unless maybe you were on Sigil via Xsolla (which game knows about, obviously), but them maybe you also tried activating Sigil FROM GAME ITSELF (which is indeed via Apple/Google), and thus where the double payment issue arose (Apple would have known nothing about you being on Sigil from Xsolla) ??

KabamPinwheel

As SummonerNR said, refunds need to go through our support team who can help investigate the source of the issue, once you do a charge back it really limits our options to help. Please continue to work through the process with our support team