Double charged for VIP 12 months - need help:)

J

Jingej

Member
Dear Standing Stone Games Support Team,


On August 19th in the morning, I purchased a 12-month subscription for DDO. I transferred the required amount to my Steam Wallet and successfully completed the payment. Later that same day in the evening, however, the same amount for the identical 12-month subscription was charged again, this time directly to my credit card.

I contacted Steam Support regarding this matter, and they responded as follows:

"Since the two successful subscriptions were purchased in-game, please contact the game support team directly to request they confirm if a refund from Steam Support will result in restrictions to your game account. Please send us a screenshot of your communication with the game support team after reaching out."

I wish to keep my 12-month subscription active. Could you kindly review the duplicate charge and process a refund for one of the payments, or advise me on the correct steps to take?

Additionally, on August 22, 2025 at 7:21 AM, I submitted a support ticket regarding this issue. Unfortunately, it has now been over 15 days without any response. May I kindly request an update on the status of that ticket and assistance in resolving this matter?

Thank you very much in advance for your time and support. I greatly appreciate your help.

Best regards,
Loving this game,
Jingej
 
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W

Wyrmdirt13

Well-known member
Can you talk to your financial institution and cancel the second payment? It may be a while before CS can help
 
J

Jingej

Member
Wyrmdirt13 said:
Can you talk to your financial institution and cancel the second payment? It may be a while before CS can help
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That is not such a large amount, therefore I will remain patient. Also as mentione by steam support it couldd resolve in ban which i would not be happy:).
 
D

Dude

Well-known member
Jingej said:
Dear Standing Stone Games Support Team,


On August 19th in the morning, I purchased a 12-month subscription for DDO. I transferred the required amount to my Steam Wallet and successfully completed the payment. Later that same day in the evening, however, the same amount for the identical 12-month subscription was charged again, this time directly to my credit card.

I contacted Steam Support regarding this matter, and they responded as follows:

"Since the two successful subscriptions were purchased in-game, please contact the game support team directly to request they confirm if a refund from Steam Support will result in restrictions to your game account. Please send us a screenshot of your communication with the game support team after reaching out."

I wish to keep my 12-month subscription active. Could you kindly review the duplicate charge and process a refund for one of the payments, or advise me on the correct steps to take?

Additionally, on August 22, 2025 at 7:21 AM, I submitted a support ticket regarding this issue. Unfortunately, it has now been over 15 days without any response. May I kindly request an update on the status of that ticket and assistance in resolving this matter?

Thank you very much in advance for your time and support. I greatly appreciate your help.

Best regards,
Loving this game,
Jingej
Click to expand...
Customer Service will not read this post. Your only choice is to submit a customer service ticket asking for a refund.
 
Terpilar

Terpilar

Well-known member
And be sure to choose the "didn't get what I paid for" or words to that effect in the drop-down box during the ticket process.
 
W

Wyrmdirt13

Well-known member
Hobgoblin said:
from what i heard this is an autoban so i dont suggest that
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Not saying you are wrong, but would cause that to be a ban? Is that not a private matter between you and your bank? I mean, they got paid twice for one purchase. Again, not arguing. Just asking.
 
An den

An den

Well-known member
Wyrmdirt13 said:
Not saying you are wrong, but would cause that to be a ban? Is that not a private matter between you and your bank? I mean, they got paid twice for one purchase. Again, not arguing. Just asking.
Click to expand...
The fee the card company charges to SSG for a fraudulent, mistaken or error purchase. Its not uncommon for a credit card company or paypal for example to charge back the full amount say 100.00 and then an additional 20 to the vendor (Vendor in this case SSG) as a fee.
 
W

Wyrmdirt13

Well-known member
An den said:
The fee the card company charges to SSG for a fraudulent, mistaken or error purchase. Its not uncommon for a credit card company or paypal for example to charge back the full amount say 100.00 and then an additional 20 to the vendor (Vendor in this case SSG) as a fee.
Click to expand...
Thankyou for the information.
 
Mechgraber

Mechgraber

Well-known member
Wyrmdirt13 said:
Not saying you are wrong, but would cause that to be a ban?
Click to expand...

Also if a company has over a certain % of chargebacks, it's often taken for a sign of fraud. So if you do one, even if in the right, said company may not want to associate with you. It's usually better to go through established channels like customer support if you want to keep using the product, even if said channels are extremely slow, inefficient, understaffed, mismanaged and often unhelpful.
 
S

songswrath

Well-known member
This is why I will not do auto payments ever. I had my cable bill auto x3 in a 28 day span. I had my phone change x2 for sane payment. Both took weeks to get back and by that time next month bill was due anyhow.
 
S

SpaceElf

Member
There's still an outstanding issue here. It took around 6 weeks before you got a response. This is something standing stone need to get on top of. There's a massive failure within their support system.

I've had a ticket open for 3 weeks. Far less important than your issue, so I question if my concern will ever get looked at. As a new player I had only subscribed for 1 month, but I have little confidence in any future issues and have cancelled.

Your story is extremely off-putting for me starting my DDO adventure.
 
Last edited:
Gizah

Gizah

Active member
Jingej said:
Dear Standing Stone Games Support Team,


On August 19th in the morning, I purchased a 12-month subscription for DDO. I transferred the required amount to my Steam Wallet and successfully completed the payment. Later that same day in the evening, however, the same amount for the identical 12-month subscription was charged again, this time directly to my credit card.

I contacted Steam Support regarding this matter, and they responded as follows:

"Since the two successful subscriptions were purchased in-game, please contact the game support team directly to request they confirm if a refund from Steam Support will result in restrictions to your game account. Please send us a screenshot of your communication with the game support team after reaching out."

I wish to keep my 12-month subscription active. Could you kindly review the duplicate charge and process a refund for one of the payments, or advise me on the correct steps to take?

Additionally, on August 22, 2025 at 7:21 AM, I submitted a support ticket regarding this issue. Unfortunately, it has now been over 15 days without any response. May I kindly request an update on the status of that ticket and assistance in resolving this matter?

Thank you very much in advance for your time and support. I greatly appreciate your help.

Best regards,
Loving this game,
Jingej
Click to expand...
Hi!
Im in the same situation, they charged annual subscription twice, but i opened the ticket 1+ month ago!
 
J

Jingej

Member
Gizah said:
Hi!
Im in the same situation, they charged annual subscription twice, but i opened the ticket 1+ month ago!
Click to expand...
I have waited for 1,5 month. Just be patient, they will solve it. Its not that much money to be nervous and they have probably load of tickets due to the migrations etc.
 
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