Xsolla just charged me for a key I did not purchase

As the title says, I have contacted support at your end, but you have no idea the importance and the haste needed for this situation to get fixed. I literally needed those funds this very morning, and it was going to get used 30 minutes before I received the mail that I had been charged. I need those funds back NOW.

-In order for this to go smoothly, I am only contacting your support to start so that no issues happen between you, PayPal, and Xsolla. YOU HAVE NO IDEA HOW IMPORTANT THIS IS RIGHT NOW.

The weird thing is that the purchase was made one year after I bought PoE2, so this seems like some sort of laundering scheme from their end. Googling shows that there are several people with the same issue, and a large Xsolla thread on Reddit that blew up which can be found on WaybackMachine.


For anyone finding this through Google in the future: remove automatic payments from PayPal, Xsolla is on there (for whatever reason).

I understand, but these were funds I needed to use a mere 30 minutes before this all happened, and I must have them right now due to reasons disclosed in the support ticket.


*Edit

Why did I respond normally, this is the same copypasted bot response they give to others, and there are people whos issues haven't been resolved for MONTHS.

Thankfully I live in the EU so different rules over there.

If you need them that quickly you're screwed and need to pursue an alternate source of short term funds. GGG doesn't give anyone's tickets special priority (even in the case where several dozen people had their accounts compromised due to a failure on GGGs part - they had to go through the same multi-month debacle as anyone else whose account is stolen does).

I don't know how long a refund request normally takes (I haven't seen any reports since they caught up most basic of requests); but best case if this is something that after hours entry level support can fully handle (I'm doubtful) you're looking at several hours time. If it requires someone on the day shift probably at least 10 hours from now; potentially days or longer if it needs to be handled by a more senior staff member.

I didn't want them to lose face by disclosing the reason, but it's quite important, and I do need them, as it's vital in more ways than one.

However vital the issue may be to you, to the faceless machine that is GGG support you're just support ticket #3,456,789 (or such) and will be handled sequentially with a first response nominally done after #3,456,788.

Since Chris Wilson stopped representing the company on Reddit a few years after release there's been no way to short circuit the process in your favor.

You can undermine yourself though. The awful system they use to handle requests sorts not by oldest email unread, but newest one sent. This is normally only an issue for things like account recovery where GGG is spending a month between emails sent; but if you're panicking and sending messages bagging them to expedite hourly all you're doing is delaying their even looking at it farther.

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Summoner#6275 wrote:

The awful system they use to handle requests sorts not by oldest email unread, but newest one sent.

Last time I checked, they used HelpScout (has this changed since?) - and while HelpScout might not be an industry-leader, it also isn't some quirky system GGG threw together in-house.

If you create a startup which offers a helpdesk solution, one of the first decisions you will need to make is in which order to queue the tickets with an 'awaiting staff response'-type of status. I can't remember which option Zendesk defaults to, as it's been a minute, but I do know for a fact that queuing such tickets in order of the most recent update is definitely something they support, too. The goal is to queue tickets so that the one which has been waiting the longest for its next update is the one that will be addressed soonest. It is a very, very common approach.

You can't order a queue based on 'read' status for a number of reasons. One being that, well, some helpdesk softwares don't actually track that in the first place. A second being that if you're sorting based on the time & date of the oldest unread ticket entry, what happens if a pending ticket has no unread entries? You can't just assume that any member of staff looking at a ticket will immediately know what to do - sometimes a novel, a particularly complex, or a non-English language ticket comes in and staff need to confer with one another and / or conduct other research. Ergo, some tickets will be pending staff input but won't, strictly speaking, have any 'unread' entries.

I see there are people who got their refunds immediately or within hours of making their ticket. I needed my funds for medication, and the fact you haven't responded to mine as quickly has me in absolute rage. I needed those dearly within the same day this happened.

I have yet to receive my refund.


It's some sort of scheme from XSolla themselves, not any sort of hacker, lots of threads can be found online when searching them. It's compromising the PoE accounts to gain access to Paypal since Xsolla doesn't do any verifications or refunds so they can just immediately take your funds.

Requesting a refund for the unauthorized payment results in them saying that they will have to ban your account.


I want to know what your prioritization scheme is, since I do not like seeing that there are people stating that they received their funds back after mere moments of making their threads.

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Summoner#6275 wrote:

If you need them that quickly you're screwed and need to pursue an alternate source of short term funds. GGG doesn't give anyone's tickets special priority (even in the case where several dozen people had their accounts compromised due to a failure on GGGs part - they had to go through the same multi-month debacle as anyone else whose account is stolen does).

I don't know how long a refund request normally takes (I haven't seen any reports since they caught up most basic of requests); but best case if this is something that after hours entry level support can fully handle (I'm doubtful) you're looking at several hours time. If it requires someone on the day shift probably at least 10 hours from now; potentially days or longer if it needs to be handled by a more senior staff member.

I've done enough searching now to realize that they will not fix my issue anytime soon, since I am seeing there are others on discord, a thread that was recently made here, and some reddit people who are either getting theirs immediately or has never received a response within 3+ months.

I am most livid about the people who received help immediately however for the exact same issue I am having, and I will never forgive GGG for that.

I needed those funds for my health, and I will never forgive them for it.