Oktagon stole my money!!

Theophilus
Theophilus Posts: 124 Tile Toppler
in MtGPQ General Discussion
12 days ago I renewed my VIP, but have still not received my purchase. Oktagon has my money. I have provided the receipt, a screenshots of my bank account and apple account. 

Customer service is the worst I’ve dealt with. On the few days when they actually do respond, they ask a single question and wait until the next day to acknowledge or respond to my answer. Several times they have asked the same question. They keep referring to a “team” that is trying to figure out what went wrong, but I have grown very skeptical. 

Most recently (yesterday) they told me to seek a refund from Apple. Unfortunately, Apple says my purchase doesn’t qualify for a refund. So here I sit. I somewhat reluctantly gave $30 to them just to be treated like ****. 

I have ave been more than reasonable up to this point, but I’ve had enough. Either fix the damn problem, or give me my money back!

Comments

  • Narcoticsagent
    Narcoticsagent Posts: 203 Tile Toppler
    They keep telling me I got my rewards (I havent) but since they have all the records and I have none they can tell me whatever they want and I cant do much about it. 

    They tried to tell me I hadnt signed up for VIP at one point but thankfully I had receipts for that. 

    At this point I've paid for VIP twice and received less than half of the promised product. I have now written over 40 emails to customer service. I've provided receipts for the exact same thing 4 times.

    I would like to report the app for fraud at this point but as far as I can find there is no real way to do that.


  • Boogeyman
    Boogeyman Posts: 223 Tile Toppler
    Wow, there are some serious issues with this app.  @Brigby Any help for these lads?

  • Mburn7
    Mburn7 Posts: 3,427 Chairperson of the Boards
    Same thing happened to someone in my coalition.  He was finally told (after a couple weeks of back and forth) that the only way to "fix" the issue would be to ask the Apple Store for a refund and then re-purchase the VIP plan.

    He's chosen instead to just get the refund and quit the game because of how stupid this is and how awful the customer service team was at helping him.

    Nice job team!
  • Theophilus
    Theophilus Posts: 124 Tile Toppler
    They told me the same thing, but Apple says I can’t get a refund!
  • Nyarlathotep
    Nyarlathotep Posts: 92 Match Maker
    Did you try the 'restore purchase' feature? It is 'hidden' below the vip stuff. I had it actually restore my purchase last month.
    Thats on an Android device, though. 
  • Narcoticsagent
    Narcoticsagent Posts: 203 Tile Toppler
    Nyarlathotep said:
    Did you try the 'restore purchase' feature? It is 'hidden' below the vip stuff. I had it actually restore my purchase last month.
    Thats on an Android device, though. 
    Customer service has had me try this 4 or 5 times. It did work once during my first month if VIP but it hasn't worked since.
  • Nyarlathotep
    Nyarlathotep Posts: 92 Match Maker
    Sorry to hear that, mate.
    It was just my last idea. 
  • Theophilus
    Theophilus Posts: 124 Tile Toppler
    edited July 2019
    Oops. My bad. It’s worse than I thought. 

    Hahaha. What a frustrating mess?! My profile does not reflect VIP, but I just got several mid-month VIP packs, jewels, runes, and crystals. What the hell?!

    Caution to others- what I think caused my issue was that I cancelled the subscription through my Apple account. A few days prior to the renewal, I decided to undo the cancellation and let it auto renew. When it didn’t auto renew I tried to do it manually, but got an error message. Later that day I got a receipt and money out of my account but no renewal. That was 12 days ago. 
  • Narcoticsagent
    Narcoticsagent Posts: 203 Tile Toppler
    I dont think you have to do anything special to get VIP benefits all screwed up. I signed up for them on day one never cancelled renewed on time and have had nothing but problems.
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Hi Everyone. We've just posted an update regarding these known issues. You can take a look at that announcement HERE
  • Eddyguardo
    Eddyguardo Posts: 33 Just Dropped In
    Im having the same issue, ive been emailing for day after day and it takes customer support 24 hrs to reply with options that have been repeated multiple times. Like click restore payment, restore payment doesnt do anything for me. The same issue occurred a few months back where i paid for Pro and upgraded to master. But main issue is this months where i paid the $30 but the game in the membership area said 22 hrs till membership ends, so i thought this cant be right i paid $30 for 22 hrs, after the timer ended the next day the game had a become a member again in the main menu so i guess it wants me to pay again... im on Android and also the weekly rewards is a joke, i prefer the instant reward with the 5 standard and 5 legacy non dupe rather than it being weekly because now id have to watch closely every time. Even though, i still dont get the full rewards, like the most imlortant 28 day reward. Im a loyal customer and pay to.support the game but this is a joke going back and forth day after day with support... missing out i bet this weeks rewards..
  • Theophilus
    Theophilus Posts: 124 Tile Toppler
    So, because I still have some hope in a game that I thoroughly enjoy I decided to donate another $4 to get Olivia this morning. After doing that I noticed that my VIP3 “status” is back. SMH. However, I’m still not sure if I have received the correct amount of VIP3 content. 
  • BATMAN1
    BATMAN1 Posts: 146 Tile Toppler
    edited July 2019
    Believe me, they have data on all in game actions taken. Up to what cards packs were purchased and what cards in those packs were received. Don’t let them tell they don’t. I have emails proving they do. 
  • Narcoticsagent
    Narcoticsagent Posts: 203 Tile Toppler
    Still not getting my weekly rewards. I know the team thinks I got all of my rewards on day 1 but this does not make sense in my case since one of my tickets is due  to the fact that on day 1 after being charged I got absolutely nothing no rewards no level up nothing. So customer service says I got everything day 1 but my email history with support shows I got nothing on day 1. They eventually reimbursed me for day one and adjusted my level but now every week I have to go back to support to fight about the product I paid for. 
  • Kinesia
    Kinesia Posts: 1,621 Chairperson of the Boards
    The customer service is NOT Oktagon. It's D3go. They gather the stuff and pass it on to Oktagon when they don't have existing policies in place to deal with it.

  • Laeuftbeidir
    Laeuftbeidir Posts: 1,841 Chairperson of the Boards
    Kinesia said:
    The customer service is NOT Oktagon. It's D3go. They gather the stuff and pass it on to Oktagon when they don't have existing policies in place to deal with it.

    It actually isn't D3go but a third party - but what difference does it make? It doesn't matter who's ignoring you in which specific situation
  • Eddyguardo
    Eddyguardo Posts: 33 Just Dropped In
    Well its been 2 weeks now roughly after renewing my VIP master subscription and game still doesnt acknkwledge me being subscribed.. despite all the screenshots posted. Was asked to get a refund through apple, despite having an android phone. I looked at Google play refund in app purchases and it says only with 48 hrs of purchase i can get a refund. Well its been 2 weeks now going back and forth with support..
  • dwinn7038
    dwinn7038 Posts: 11 Just Dropped In
    Petiiton: change the tagline for this game to "Play stupid games, win stupid prizes."

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