Another DS machine just purchased - Vanquish II 4

Nice.   

This is similir to my situation. At the time of order payment was processes fine the following day. It was all good from 3/11-3/15, but when I checked ny bank account on 3/16 the money had been put back. I also noticed DS did a $2.00 second charge; I kinda ignored it. Hopefully tommorow today I will get this sorted out

Well this is getting really messy :(
Alex, if you're reading this, take note. I may be wrong but it sure appears like there something seriously wrong with how you take payments, at least in my case.
I don't even know where to start... but effectively I've now paid for this system 3 times and my card company are telling me to file disputes for the payments taken in error.
On Monday we had a conference call with DS, me, and my card company. Digital Storm claimed some fault in their payment system and claimed to have not received payment. Card company said they did pay the 1st attempt, and rejected the 2nd request. DS claimed to not have anything. Prior to this call, via email, DS even asked me to send a card statement as proof of payment. I think not. So we all agreed to cancel any and all pending payments. DS said their system sometimes doesnt like payments over $1000 (????), we went ahead and paid 2 payments, 1 x $100 and 1 for the rest to make the full amount.
Today it turns out the 1st payment made did indeed post to my account and was taken successfully by DS.
On top of that it seems DS are still claming the 2nd attempt, and on top of that are still taking the 3rd set of payments (the split payment).

What should have been a single payment has turned into 4 payments and a complete mess. My card company have basically said I need to file disputes to get it resolved, however I insisted on another conference call, and as I type this we are waiting for a DS Cust Serv rep to become available.

Edit: After 10 mins trying to get through we ended up at voicemail.
Card company are redialling.

Edited by ScottishBattleAx - 20 Mar 2014 at 1:42pm

@ScottishBattleAx,

Thank you for bringing this to our attention. Such situations where card companies see duplicate charges while our backend does not are rare, that's why our team was confused on how you were seeing them on your end but not ours.

However, after looking further into it, our team does see how it has occurred in your situation.

Our team did provide you with a snapshot via email from our backend which did not show an extra charge you were discussing. We had our Accounting Manager review the actual bank statements and there does indeed seem to be a duplicate charge that occurred somehow. This could have been for a number of reasons.

No need to worry, we'll take care of it. The Accounting Manager is going to issue a credit back to your card company to resolve this. Some card companies can take up to three business days to post a credit. If you would like to have this removed sooner, some card companies allow the merchant to call in and have the hold removed, but it depends. We're more than happy to try that if you wish, but that's not possible with all card companies.

We're sorry for the inconvenience. Feel free to email me directly for faster help: [email protected] or email our team when they reach out to you as well via email.

You're welcome!

I understand, I'll reach out to the team and do our best to get the unit out today!

Originally posted by ScottishBattleAx Still no sign of it being shipped. Will it be sent expedited to make up for the 4 day loss? At this stage it looks like it won't arrive by the date I need it due to your delay.

Ouch. You're really having a rocky time with your order. Fingers crossed that Digital Storm can step up and get it to you in time!

Thanks Alex. Yeah, I never received an email and there isn't a tracking number in the order status I see when logging into my account on your site.

Edited by ScottishBattleAx - 23 Mar 2014 at 11:56am