Bigfish Portal Ongoing Payment Issue

Hi,

I have had the same ongoing payment issue with this site. I am horribly frustrated, and at this point, am tired of filing claims only to be denied.

I enter the Farmerama site via the Bigfish games portal. When I make an in game purchase, sometimes it works correctly and sometimes it doesn't. I receive notices telling me that payment has gone through and I have received my product. I also verify that money is taken out of my paypal account. However, I DO NOT RECEIVE THE PRODUCT.

When I file a claim, I am told that I did receive the product and the claim is closed.

This has happened repetitively with different items over an extended period of time, and I am getting pretty fed up with getting ripped off. There is a problem within your system that is not getting corrected.

Questions

1. What is it going to take to remedy the defect? It seems Bigpoint has a tendency to blame the customer and refuses to accept that there is a problem.

2. Please provide specific contact info for both Bigpoint and Bigfish to address errors of this type.

 

Hello _Alchemia_,

I am sorry you are frustrated by the Game, but we cannot help with direct Payment issues on the Forum. For these types of reports, you need to contact Payment Support through the Bank in the City.
If you have purchased something using BB's recently, and believe the item was not credited, if you provide your ID#, I am happy to check your logs.

Can I assist you further?

 

I have filed multiple claims - I am told that I was credited with the items - it seems they check the log. . . but I am not getting the product in spite of what the log is showing.

I have repeatedly sent the specific info - both Bigpoint transaction ID with a copy of my BP receipt and a copy of the paypal transaction showing the deduction from my account. The response is always the same - your product was credited to your account. Too bad.
Only I do not get the product. I have even requested a specific itemization as to how the so-called received product was utilized and I do not get a response. Well, if I bought a product and it was credited, you should be able to tell me where it went . . .there should be a discrepancy somewhere in the 'paper' trail. Only no one wants to bother. . . .

Payment support through the bank has not been helpful whatsoever, and BP doesn't refund anybody anything.

I should not have to jump through hoops on this . . .the money is starting to add up.

I am turning to the forum because there apparently isn't anyone else willing to look into this beyond reading a screen. So who do I need to talk to to get this issue addressed?

Thank you for the help you are able to provide - I know this is beyond your pay grade.

My ID: ID: 54197749

 

I am sorry that I cannot help you on the forum. I do not know what product you insist is not being credited.
I can only suggest that you keep trying to contact Payment Support to resolve the issues.

Can I assist you with anything further?

 

The Most recent issue was 010618 - purchase at 8:17 am (paypal time) for power feed.
Order Number: 279941570 Money taken - no product received. (power feed - $2 package)

This was the second of two identical purchases. The first was #279941514 at 8:15 am (paypal time) which appears to be fine - I received product.

Prior to this was 12/7/17 #278751194, 12/9/17 #278851731 and 12/10/17 #24153575. Two out of these three orders process properly. Product was not received on one. I believe (but not certain) that was 12/9/17 #278851731. (BB's - $5 package)

My ID: 54197749

Sure, this isn't a lot of money, but I am disabled and on a fixed income - it is a lot to me. I enjoy the game, but not worth this kind of frustration and the amount of time it takes to document - especially when I am continuously denied.

If the products purchased were received, where did I use them?

I appreciate your help with this - i know above and beyond, but if you are unable to help, then please refer me to someone who can. . . other than payment support through the bank - they do nothing. Somewhere in all of this BP needs to be held accountable.

Thank you

 

These are your BB logs for December:

Date		Purpose	Time(s)	Negative	Positive	Total
2017-12-02 07:28:30		quest	1.00		3.00	3.00
2017-12-04 05:54:06		Harvester Builder	1.00	-3.00		0.00
2017-12-07 19:29:37		transaction	1.00		150.00	150.00
2017-12-09 03:15:32		power-feed pack x 1	1.00	-125.00		25.00
2017-12-10 19:58:16		transaction	1.00		150.00	175.00
2017-12-10 19:58:53		power-feed pack x 1	1.00	-125.00		50.00
2017-12-10 21:57:27		power-feed pack x 1	1.00	-49.00		1.00
2017-12-12 06:10:33		quest reward	1.00		10.00	11.00
2017-12-13 08:19:55		lvlUp-95	1.00		1.00	12.00
2017-12-17 04:50:20		gift box	1.00	-2.00		10.00
2017-12-17 04:50:37		gift box	1.00	-2.00		8.00
2017-12-22 21:51:07		transaction	1.00		150.00	158.00
2017-12-22 21:57:38		christmas ornament	1.00	-1.00		157.00
2017-12-22 21:57:49		christmas ornament	1.00	-1.00		156.00
2017-12-22 21:58:00		christmas ornament	1.00	-1.00		155.00
2017-12-24 20:10:35	reward christmas step 4	1.00		25.00	180.00
2017-12-25 08:16:38		christmas ornament	1.00	-1.00		179.00
2017-12-26 18:00:46		pick-item	1.00	-5.00		174.00
2017-12-26 18:02:27		pick-item	1.00	-5.00		169.00
2017-12-28 07:24:22		pick-item	1.00	-5.00		164.00
2017-12-28 09:13:59		pick-item	1.00	-5.00		159.00
2017-12-28 09:15:05		pick-item	1.00	-5.00		154.00
2017-12-28 09:15:45		pick-item	1.00	-5.00		149.00

These are your BB logs for January:

Date		Purpose	Time(s)	Negative	Positive	Total
2018-01-06 23:40:59		transaction	1.00		150.00	299.00
2018-01-06 23:44:30		fish biscuit	1.00	-2.00		297.00
2018-01-06 23:44:44		fish biscuit	1.00	-2.00		295.00
2018-01-06 23:46:53		power-feed	60.00	-60.00		235.00
2018-01-07 00:59:49		power-feed	60.00	-60.00		175.00
2018-01-08 07:43:10		fish biscuit	1.00	-2.00		173.00

I have highlighted your statements in bold that you stated. From December to January, the logs show all funds were added successfully and all your transactions are in order.

Can I assist you further?

 

Hi,

Please take a closer look . . .on the BB'S, purchases show for 12/7 and 12/10, but the purchase on 12/9 does not show in the log. This is the one I paid for and never received.

The purchase on 12/22 is totally separate - an additional purchase - and went through without any issue.


The January purchases did not involve BB's - they were cash purchases for power feed.


Thank you for your efforts - a really good start to getting this resolved.

 

I can only show you what transactions were credited to your account. The logs show that prior to your Power-feed purchases, you did purchase on the 6th January, 150 BB's which were credited to your account.
I cannot help with missing payment info, that has to be dealt with through Payment Support.

Your logs show that the purchase of the 60 Power-feed on the 6th and 7th of January were also added successfully to your account as you can see by the balance before and after purchases:

2018-01-06 23:47:10	feed: goat dairy	-1	58
2018-01-06 23:47:10	feed: goat dairy	-1	59
2018-01-06 23:46:53	buy	60	60
2018-01-06 23:37:57	feed: candy factory	-1	0
2018-01-06 23:37:57	feed: candy factory	-1	1

2018-01-07 01:00:29	feed: monkey playground	-1	58
2018-01-07 01:00:05	feed: toucan habitat	-1	59
2018-01-07 00:59:49	buy	60	60
2018-01-07 00:59:46	feed: toucan habitat	-1	0

Can I assist you further?

 

Thank you - also very helpful. You have been the only one to date who could be bothered to pull the logs for my review.

Same thing going on with the power feed. There were two purchases within 2 minutes of each other on 1/6/18, but only one was credited.

So - the logs are great - they verify my claims are accurate. However, both issues were denied by payment support. The power feed issue was denied twice.

I'm sorry this is unkind, but payment support has is consistently not capable of accurately assessing the situations. I need help beyond what they are willing to do.

Where can I escalate these issues to have them properly resolved?

This has taken far too much of my time (and yours too), and no one should have to fight this hard when it is a site issue that is clearly documented.

Thank you

 

I can only Suggest you try contacting regular Support asking for more a more detailed account of your logs.

Can I assist you further?

 

Hi,

I just sent off an email to support - unfortunately, I cannot attach the excel spreadsheet I built with the BB and PF logs directly compared to my paypal log. Hopefully, there is a way to send it to them.

I certainly hope this issue is not just swept under the rug. There seems to be a software glitch. It also might be my computer, but since payment support will not even acknowledge the issue, it seemed prudent to make this a public. Please leave this thread open until I report a resolution.

Thank you so much for all of your help.

 

Hi,

So . . . General Support folks were quite helpful. They made it possible to submit my spreadsheet comparing paypal to Farmerama purchases as well as the documentation for the items I did not receive. They forwarded this info to the appropriate person to deal with the issue.

I patiently waited one week, and then sent a reminder. The two items paid, but not received were then credited to my Farmerama account.

This was a tremendous amount of work for a problem with the payment software. I have had other purchases in the past that I did not pursue - lost money. I think what irks me the most is that there was no apology for the failure to receive the items or for the hassle and denial that payment support put me through.

It would have been appropriate to both apologize and compensate more appropriately - based on many losses over the last few years.

On the positive side, I noticed that the payment receipts now clearly itemize the purchase number - thus, it is much easier to compare to paypal to determine which item is missing. However, I would have to wonder if the issue was resolved with the payment software.

Lastly, it might be prudent to allow players access to their usage logs . . .the power feed and BB logs were the most critical information necessary to resolve the payment issue. I sincerely appreciate your efforts in working with me to bring this issue to a close. You are an asset to this website, and your willingness to go the extra mile helps to eradicate some of the negative experiences of the past.

Thank you so much.

Please leave this thread open for a few more days so others can see that it was resolved.

 

You are welcome.
Am glad that your issues were resolved and hope that you do not receive issues with further purchases No need to leave the thread opened as players can still read even after the thread has been closed


~problem solved, closing thread~