Who cam I file a complaint with.

[TRM]

I tried to order the engine 5 this morning and in the end I got charged on my visa and still have a nag page from steam saying there was a problem I need to complete the purchase.  Please note the transaction is complete as far as visa is concerned,  steam was paid !  Now all I need is a license and not the demo ....

 

[Josh]

Hi, thanks for your purchase.

The full Leadwerks product is a separate product from the trial version. It should appear in your Steam library. You can uninstall the trial version and install the full version now.

If the software does not appear in your library, please contact Valve. I don't have any information on specific transactions. But it sounds like you probably are trying to run the trial version still. The real version should be available on your Steam account. Sorry for any confusion!

[TRM]

23 minutes ago, Josh said:

Hi, thanks for your purchase.

The full Leadwerks product is a separate product from the trial version. It should appear in your Steam library. You can uninstall the trial version and install the full version now.

If the software does not appear in your library, please contact Valve. I don't have any information on specific transactions. But it sounds like you probably are trying to run the trial version still. The real version should be available on your Steam account. Sorry for any confusion!

Thank you, the demo is still active but I see no listing for the complete engine ..  I will go ahead and do as you say to remove the demo and then see what happens.  I think their billing form made a big mistake but getting any help from steam has not been one of their high points.   I think the engine is a very nice piece of work and well laid out.   I love that it contains just about all that is needed to get a game running much sooner than most 3d engines.  I hope you do well for all the hard work.

[Josh]

It should look something like this, but make sure you are viewing all apps, and not just the installed ones:

Please keep us posted!

[TRM]

39 minutes ago, Josh said:

It should look something like this, but make sure you are viewing all apps, and not just the installed ones:

Please keep us posted!

No luck at this point.  I talked with visa again and they told me to check back tomorrow to see if there is any change.  If it stays the same, I will ask for a refund.  Is it possible to purchase the engine direct from Leadwork's.    Steam support seems to be uninterested to know that their billing software can accept purchase even if the billing fails to finish but still shows as paid in the customers bank account.   They insist no money was received!!!   I find it hard to believe anyone can be charged and yet the purchase is not complete.  Must be some pretty ancient billing software, 

[Josh]

13 minutes ago, TRM said:

No luck at this point.  I talked with visa again and they told me to check back tomorrow to see if there is any change.  If it stays the same, I will ask for a refund.  Is it possible to purchase the engine direct from Leadwork's.    Steam support seems to be uninterested to know that their billing software can accept purchase even if the billing fails to finish but still shows as paid in the customers bank account.   They insist no money was received!!!   I find it hard to believe anyone can be charged and yet the purchase is not complete.  Must be some pretty ancient billing software, 

You can send the amount to the email address shown here via PayPal if you like, and I will send you a Steam key, but you might want to wait to see if this gets sorted out:
https://www.leadwerks.com/contact

[TRM]

Good to know.  I will know tomorrow.   Is PayPal the only choice or maybe Zelle or Visa.

 

[mdgunn]

I think you should be able to initiate a refund with Steam as the software wouldn't have been triggered as being in use for any time yet. I don't have the details but I think it's quite straightforward.

One other thing.  I find more and more that some sort of pre-charge transactions go on where an initial check on your ability to pay is registered but is not taken.   It might be possible that the transaction gets rolled back out and never concludes. If it's pending it sort of has not fully happened yet I think.  As far as Visa is concerned it may be authorised to be completable, but if Steam doesn't actually complete it it may get rolled back off.

I'm no expert though, it's just it feels I see and hear more about similar pre-charging these days.
 

[TRM]

3 hours ago, mdgunn said:

I think you should be able to initiate a refund with Steam as the software wouldn't have been triggered as being in use for any time yet. I don't have the details but I think it's quite straightforward.

One other thing.  I find more and more that some sort of pre-charge transactions go on where an initial check on your ability to pay is registered but is not taken.   It might be possible that the transaction gets rolled back out and never concludes. If it's pending it sort of has not fully happened yet I think.  As far as Visa is concerned it may be authorised to be completable, but if Steam doesn't actually complete it it may get rolled back off.

I'm no expert though, it's just it feels I see and hear more about similar pre-charging these days.
 

Thanks,  I sent the two images of bank charge and the steam page still asking to complete the transaction.  I have not tried the complete simply because I will be charged twice.   VISA ask that I wait until today to see if anything changed because the person at visa is looking at all my transactions still in the pending column which really does not make any difference.  All I know is my small pension was posted and the card was used several times and those were local merchants so no problem with the funds.   I do not see any change on my account here at mid day so I am going to have visa remove the charge.  I have not had any reply from steam which is not surprising.   They are not helpful.   I will get the money back and come direct to Leadwerks and purchase.  I don't want to lose the opportunity to purchase  the engine because of steam.   I re down loaded the demo version so I can continue to learn about the tools while waiting for the refund.  It is not unusual to see all my bank funds sitting in pending, it is just the way my  bank handles online accounts I suppose.   I have seen deposits display and go back a little later and they appear as pending but the usable funds are available.   They were available when I attempted to do the purchase.   I still have a small amount showing and the next deposit will come within hours but there was always funds to cover the steam purchase. 

There was a problem with my address I used on my card simply because I tied my card with my work location 17 years ago and I use both that address and my home which is a PO Box only due to the government not knowing what they are doing.  I found it almost impossible to purchase anything online due to vendors not shipping to PO boxes.  I along with several hundred others have been forced to pay for a PO Box when the rest of the town gets mail delivery we don't and we are two city blocks from the local Post Office.  Anyway I used the address from work and things looked good until that complete page showed on steam.  So something happened to the order form obviously.  
Thanks

 

[TRM]

5 hours ago, mdgunn said:

I think you should be able to initiate a refund with Steam as the software wouldn't have been triggered as being in use for any time yet. I don't have the details but I think it's quite straightforward.

One other thing.  I find more and more that some sort of pre-charge transactions go on where an initial check on your ability to pay is registered but is not taken.   It might be possible that the transaction gets rolled back out and never concludes. If it's pending it sort of has not fully happened yet I think.  As far as Visa is concerned it may be authorised to be completable, but if Steam doesn't actually complete it it may get rolled back off.

I'm no expert though, it's just it feels I see and hear more about similar pre-charging these days.
 

Visa says this morning that I should still wait one more day to have the pending column stop displaying pending.  They also said that the money was paid to Steam and for me not to complete that second order we're seeing here on that image I have.

[Josh]

You probably want to resolve this with Valve before ordering anything directly from me. It's probably best to avoid making things any more complicated than they are right now.

[TRM]

22 minutes ago, Josh said:

You probably want to resolve this with Valve before ordering anything directly from me. It's probably best to avoid making things any more complicated than they are right now.

I agree,  I still should be hearing from steam support soon but in the mean time I won't be doing anything.   I'm sure it will be resolved without any problems,  Do you have the right url or address for valve support.  I took a look yesterday and it was a long list of departments mainly for software game support but none for steam.   

 

[Mikey]

I had this issue with a different Steam purchase before, not Leadwerks, but I cannot recall the game now. I remember it coming out of my bank and Steam gave me the same issue as you are having. It ended up being a payment processor on Steam's end of things and I had to wait a couple days for it to work through the system. I would contact Steam about this.