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Impulse's security system stole 20 euros

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Impulse's security system stole 20 euros

10/02/2011
21:48

Creiorly

Member

Forum Posts: 6

Member Since:
09/02/2010

Offline

Those of you who plan on purchasing from Impulse please be aware that they have a messed up security system. It costed me 20 Euros. Please read below to find out more.

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Posted On: Feb 03 2011 06:00 PM

Kind Sir or Madam,

I tried purchasing two games from your store, but I kept getting the
notification that the transaction had failed. After dozens of failed
transactions I finally gave up. However, when I checked my bank account I
realized that I had been charged the sum of about 20 Euros (that's about 27
dollars). What seems to be the problem? Why have you charged me when, in
return, all I got was notifications of failed transactions and no games? I
hope this is just a misunderstanding and it will be rectified soon.

Sincerely,

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Elisa Crassweller	[Image Can Not Be Found]
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Posted On: Feb 04 2011 03:07 PM

Hello,

It looks like your card was declined. Double check that you have entered the correct card and billing information. If you have entered the correct information, I would suggest contacting your card service provider.

Your account may reflect what are called "preauthorizations" for each of your failed order attempts. No money has been removed from your account, however, when you submit your order, the money is held by your bank for the charge. If your information cannot be verified by our store, the transaction is voided in our system and the money released from the preauthorization. As long as your financial institution reads the void we submit to them, the pending charge should be removed from your account within 1-2 business days.

Please let me know if I can be of further assistance.

Elisa Crassweller
Customer Service
Stardock Corporation
http://www.impulsedriven.com/

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Posted On: Feb 04 2011 03:28 PM

Would you kindly confirm my understanding on the situation:

You are saying that my bank has taken those funds and that I will get them back in couple of days, correct?
I am asking again because, according to my bank, your store has already taken the money and I have no way of getting them back. They claim they have proof that the money has been transfered from my account over to yours.

Please advise,
Thank you,

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Elisa Crassweller	[Image Can Not Be Found]
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Posted On: Feb 08 2011 10:51 AM

Hello,

None of the orders went through and we have not collected any money for them. The preauthorization is a temporary hold, not a charge. We do this check to verify that the information that you entered is the same as what is on the card (fraud check). This amount is dropped and not charged. As long as your financial institution reads the void we submit to them, the pending charge should be removed from your account within 1-2 business days.

Please let me know if I can be of further assistance.

Elisa Crassweller
Customer Service
Stardock Corporation
http://www.impulsedriven.com/

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Posted On: Feb 08 2011 04:01 PM

I have been purchasing games digitally for full two years from all kinds of stores and this has never happened to me before. It is a fact that because of your fraud check your store has taken from me about 20 Euros and not given me any game. Why? Because my address might be written differently? And what happens if my financial institution does not read the void you submit to them? What then will happen to my money? It's been more then 1-2 business days. Do you think I care about your security systems? Because of your store, my bank account is lighter for 20 Euros and I got no games. I want a solution to my problem. You've taken money from me but gave nothing in return. I ask you again: What happens if I don't get my money back?

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Elisa Crassweller	[Image Can Not Be Found]
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Posted On: Feb 10 2011 11:39 AM

Hello,

I apologize for the confusion. Your bank has placed a hold on $2 USD in your account for each order you attempted. Please know that we have not collected any funds from your account. Your bank can contact us to confirm that we have not collected anything from you.

Elisa Crassweller
Customer Service
Stardock Corporation
http://www.impulsedriven.com/

I don't know who's right or wrong, what I do know is that it's been ten days, I didn't get my money back and the bank doesn't know or doesn't want to do anything about it. I am changing my bank and I will most certainly never buy through Impulse from nowon. Please think twice before you decide to let their security system try and rob you.

13/02/2011
20:15

narcoticangel

Romania

Member

Forum Posts: 10

Member Since:
23/09/2010

Offline

Hey, you should get in touch with your bank and start a chargeback. As far as I know, you have 45 days to chargeback any online purchase.

Let us know how it goes.

http://g.mohstats.com/415866/pc_narcoticangel.png

13/02/2011
20:43

Creiorly

Member

Forum Posts: 6

Member Since:
09/02/2010

Offline

Hi, I called my bank and explained everything to the letter. They checked my account and said that they had not taken a cent from my account. According to them, those 2$ for each try were taken by Stardock (impulse). All they see in their reports is that I've been charged by Stardock and that I should ask Stardock for the chargeback.

Stardock's support, on the other hand, says otherwise.

14/02/2011
08:51

narcoticangel

Romania

Member

Forum Posts: 10

Member Since:
23/09/2010

Offline

Well, your next step would be to speak to the bank again and, since Stardock's denying the refund, you should file a complaint saying all those transactions were unauthorized.

Here's a basic diagram of how a Chargeback should work: http://usa.visa.com/merchants/…..cycle.html

14/02/2011
15:49

Creiorly

Member

Forum Posts: 6

Member Since:
09/02/2010

Offline

Thanks for the advise, to be honest, i'm tired of getting into more runarounds and dead ends just because of 20 Euros. I tried all I could and no one wants to admit the mistake. It's easier for me to just change the bank and never buy anything from Impulse (never was their big fan anyway).

On the other hand, I'll warn every single person I come across and tell them to stay away from Impulse.

Also, if you do buy games from them, make sure you check you account status every time you get a failed transaction notification.

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