240325563 2016-10-04 22:42:06

Contacted Google wallet

System 2016-10-04 22:42:08

Operator 'Suri' Enter Chat!

240325563 2016-10-04 22:42:24

Hello
Suri 2016-10-04 22:42:34

Good day! Welcome to Live Support! This is Suri at your service.

Suri 2016-10-04 22:42:39

Hello and may we know the concern?

240325563 2016-10-04 22:42:44

I was overcharged when I bought gems

Suri 2016-10-04 22:43:22

Kindly explain it in detail what happened please?

240325563 2016-10-04 22:43:24

And I contacted your support before and they said talk to google wallet, I am chatting
with Google wallet now and they said to talk to you again
Suri 2016-10-04 22:46:03

We apologize for we are quite unable to deteremine what is the exact issue. You
state that you have been overcharged, how is this so? Additionally, please note
that we do not in any way take unnecessary payments from our players, for the prices
in game are what they are. Nothing more and nothing less
240325563 2016-10-04 22:47:06

Nope, that is not true

240325563 2016-10-04 22:47:24

I am being charged more for 16800 gems

240325563 2016-10-04 22:48:12

Should be $99 but I am being charged over $115

Suri 2016-10-04 22:50:46

Please take note that we do not handle extra charges since we are merely the vendors
of the item. Any charges, such as tax, exchange rates and any other charges are
via the payment method already.

240325563 2016-10-04 22:51:08

Then your exchange rates are incorrect

Suri 2016-10-04 22:51:59

Please note once again, that we do not administer exchange rates. We do not have
the capability to even do so as this is affected by the world market
240325563 2016-10-04 22:52:29

So explain why I am being charged more

240325563 2016-10-04 22:53:22

Look up this transaction ID

240325563 2016-10-04 22:54:01

GPA. 1303-4012-4783-39086
Suri 2016-10-04 22:54:16

As stated above, payment methods are the ones responsible for any extra charges.
Google collect the payments, and we receive these information only once it is
approved and processed by Google. Please understand that we only have our prices
as represented in game as they are.
240325563 2016-10-04 22:54:17

How many gems did I buy and how much was I charged?
Suri 2016-10-04 22:56:59

Please be advised that what you purchased is the 1.99 USD package. 230 Gems.
240325563 2016-10-04 22:58:55

No is should be the 99 USD . 18600 gems. I was charged 9,780 (99 USD)
240325563 2016-10-04 22:59:24

Now if you look up my last one.

240325563 2016-10-04 22:59:51

GPA. 1367-5828-5003-08721
240325563 2016-10-04 23:00:41

I bought the 16800 gems for $99 USD. But I was charged 11,599. ($115 USD)
240325563 2016-10-04 23:02:48

Please explain

Suri 2016-10-04 23:03:14

Please be informed once again, that we do not take responsibility over extra charges
of purchases. Exchange rate is affected by the ebb and flow of the world market.
The only explanation I can think of this is that during your second purchase,
exchange rate is more expensive than the previous one. If you want clarifications
about this, please contact a department in your area or country, (a bank would be
most legitimate) about the currency exchange rates. Additionally, Google should
be answering this issue as we do not adverstise falsely about our prices
240325563 2016-10-04 23:07:25

I was charged 20 times for $115, not $99. As stated in your game. Each time was
exactly $115 so it's not fluctuating as you say. I do not need clarification on
exchange rates because the exchange rate has nothing to do with the situation if
I am being overcharged consistently the same amount. Google has already talked with
me and they have not taken extra fees out, this is being charged by IGG
Suri 2016-10-04 23:09:05

Please be advised once again that we do not take unnecessary charges because the
purchase are not directly paid to us. Please understand once again, that payment
goes through Google. Why should we be able to take charges when payments are through
a third party mediator which is Google
240325563 2016-10-04 23:09:53

Because you are charging the incorrect price, that's the entire point
Suri 2016-10-04 23:10:14

We apologize but that is not correct.

Suri 2016-10-04 23:11:20

It seems that you will not believe anything we say about this and it would be best
advised to contact Google about the matter. We insist on this matter for our prices
in-game are as what is advertised. Nothing more, nothing less.
240325563 2016-10-04 23:12:16

Right now the Japanese yen is at roughly 100 jpy = 1usd. So in your game you should
be charging 9900jpy, not 11,599
Suri 2016-10-04 23:12:51

We do not charge anything, we just take the exact payment as we receive from Google
which is the payment method.
240325563 2016-10-04 23:17:40

I want your team to look into this more

Suri 2016-10-04 23:18:47

I am sorry however, we do not have authority to look into such issue. Once more,
please understand that we do not have the capabilities to take any charges from
a player because payment is made via Google.
240325563 2016-10-04 23:20:44

I have had other customer support people look into issues before exactly like this.
Now for some reason you can't?
240325563 2016-10-04 23:21:03

Good to go Suri
240325563 2016-10-04 23:21:44

Can you email me a copy of this chat

Suri 2016-10-04 23:21:53

Unfortunately we cant. Because we do not in any way take unnecessary measures to

take charges from a player. Contact Google for clarification.
240325563 2016-10-04 23:22:07

I'll see what else I can do, I'll contact Google again
Suri 2016-10-04 23:22:29

I will. Kindly provide your contact email so that we can send the transcript of
our converstaion please?
240325563 2016-10-04 23:22:57

Okinawatodd@gmail.com
Suri 2016-10-04 23:23:32

Thank you! Please expect it within this day. We will forward the transcript through
your contact address
240325563 2016-10-04 23:23:44

Thanks
Suri 2016-10-04 23:24:28

It is as much as I can do. I understand your frustrations and we regret that we

are unable to clarify this further for you.
240325563 2016-10-04 23:26:13

Thanks, just want to get to the bottom of this

Suri 2016-10-04 23:26:45

We do hope so this can be clarified soon. We regret the hassle.

System 2016-10-04 23:37:16

Visitor is offline! Chat Suspended!

System 2016-10-04 23:39:13

Chat Time Expired! Chat Ended!