Cant seem to place order and bad customer service experience

[sunfiresamurai]

Hi my names Peyton and I have been trying to purchase some of your pathfinder battle maps. About a week ago I THOUGHT I placed an order, the transaction showed up in my pending transactions twice as it appeared I was double charged. I called you guys and emailed to cancel one of the two orders but got no response. I called my bank and disputed one of the transactions but now both transactions are miraculously missing from my bank all together and I now have no order history in my account, which I did previously. I figured something must have gone wrong at some point and it may have been an error on my end. I just tried to replace the order but upon putting in my information it said I needed to enter the CVV code. I entered this, clicked the button and it will not progress past this screen, stopping me from placing the order. I have called you guys on multiple occasions in the past few weeks and left voicemails on multiple reps voicemails and a general customer service voicemail. I just put in a random name the one time so I dont remember that persons name but I also got a voicemail for an Eric with no response. I just want to get these battle maps but so far its been an aggravating experience.

[Sam Phelan]

Hello sunfiresamurai,

I'm sorry you have had some difficulties in reaching us. I checked our inbox for any email from you and could not find any. We have also recently checked our voicemails and there was none identifiable under your name. Be sure to double check the contact information you have been using to reach us. It's odd you got to more than one voice mail box. We make use of only one voicemail box. Also be mindful that our hours are 10am-5pm pacific standard time. Depending on where you are, time differences could make this window very different for you.

What is happening with your order is a common area of confusion, and our site does not communicate this error very well. Your card is being declined due to failing the Address Verification System check. This indicates that there is a discrepancy between the billing address entered for the card on Paizo.com and the billing address your bank has on file for the card. Please ensure that all of the information entered for the payment method is accurate and then try to submit the order again.

The transactions you are seeing are not charges, which is why they seem to disappear. They are authorizations or holds, which occur each time our card processor is asked to contact your bank to check if the card is good. When this happens, many banks choose to put a hold on the funds for the expected charge. However, because your card was declined, we cannot finalize these charges. Authorizations typically reverse a few days after they appear, when your bank chooses to release the funds.

Ensure that the billing address for the card is accurate and up to date and the order should submit successfully. Thank you for your patience and please let us know if you require any assistance in updating this billing address!

[sunfiresamurai]

Hi Sam,

I fixed the issue with the billing address and the order did go through. The order number is 7530878 and it all looks good. You only had one general customer service voicemail and i left a message on their 2 weeks 2 times on two different days. Think it was a weekend. Might have been last week or two weeks ago I dont quite remember. The other voicemails I was referring to was people I got my the employee name directory. Literally just put in the first three letters of common names and called. Its no big deal, the order went through. Thanks for the response.

Peyton