While I understand that BVG has a whole heap on its plate right now. I wish someone would at least give me even a hint that this problem is in the process of being resolved. I'll write it again, here.

Last night, around this time, I decided to purchase yocash, with all the talk of new items coming out, I was excited to think I could purchase the yocash items, plus there were some things in the AH that had yocash amounts that I wanted! So, I logged on to yoworld, and clicked the "Add Cash" button. I selected the amount I wanted to purchase, 660 yocash, and got the popup screen to process my purchase. I entered my cc information, and clicked the confirm purchase button. That's when everything went wrong. The screen that popped up, should have been my receipt screen, instead it was blank. I waited, afraid to refresh worried that I'd be charged twice. After 10 minutes of waiting, I refreshed anyway, and got the same blank screen. I took a screenshot of the blank screen, where it can be clearly seen, that it's trying to advance me to, "payment redirect page" but never did. I logged back into yoworld, to see if I had gotten my yocash. Nope! I checked my email to see if I had gotten a receipt there for my purchase, and again Nope! As I don't do online banking, I had to wait until this morning, to call my bank and confirm whether or not the payment was taken out of my account. So, at 9 am EST this morning, I called my bank, and the purchase DID go through. But, I STILL do NOT have my yocash.

Last night, I posted a tread on this under "Bugs and Reporting" and I also used the "Help" button to email support about this problem. I got an auto generated email back, and that's ALL I have heard. While I understand that BVG gets tons of complaints a day, I'm sure. I feel that SOME complaints, such as ones were people spend real money on the game should be dealt with as top priority. But, I read that they are two to five weeks backed up on complaint emails. This simply won't do. I can't even cancel the payment with my bank, without being assessed even more money. So, I lose on both ends. And, now today, they have more items out, that I can't buy, because my yocash didn't come in, I really don't want to spend anymore coins atm. So I'm stuck, waiting........

I wish someone would take this complaint seriously, and give me the yocash I bought. I honestly planned to make more yocash purchases, in the future, but this makes me nervous to do so. Thinking that I may have to wait a long time for my purchase to appear.

I would really appreciate it if someone would help me with this.

Sorry this happened to you! Hope all of this gets sorted out

Ohh my..I would be upset..Hopefully Gary or Greg will see this..Good luck hun

Thanks guys for the support! I really hope so too! There are so many items in the stores right now, hair, make up, furniture, even items in the AH that I'd really like to buy! =(

Hi Lil Miss,

We take payment issues seriously, rest assured. Our support team is around 5 days behind right now due to the tickets we received over the weekend with the loading issues we had. They will absolutely get back to you as soon as they can.

I can speak to the generalities of such a situation. Our systems are such that when we receive a payment, coins or cash are given out immediately. If you did not receive a payment receipt, then Facebook would not have passed along your payment to us. I'm not sure what method you used to pay, but credit card authorizations will drop off after a day or two and won't actually be charged if Facebook doesn't confirm with the credit card company that the payment was made successfully. I would advise calling back tomorrow and seeing if they have any more information about the status of the payment.

You can confirm whether or not Facebook has record of your payment here: https://secure.facebook.com/settings?tab=payments&section=history&view

You can also get support with your Facebook payments from Facebook directly here: https://www.facebook.com/help/contact/326520857454699

Gary, I tried to purchase with one card but it didn't let me. Maybe cause I already purchase earlier twice this month. Is never happen before like this. Wondering if it's a Bvg fraud proof thing (I appreciate that if it is). Anyway, I use another card and can purchase.

I agree OP, need to have priority for such cases. Like a Billing specific support.

Deadly Lacrimosa (5164632) wrote:Do you have AdBlock Plus on your Browser?
If so turn it off in the future when making YoCash purchases.

I'm sure they will fix it as soon as they see the email.
It's about 3-5 days on the email turn around right now from what I can tell.

If you miss anything in stores during that time, I'd be sure and tell whomever
you speak with in email that you were unable to buy what you wanted while it
was released.

Sorry for your frustration.

Wow-You guys are amazing!! After reading opening post-was thinking--not buying Yocash when i get in--but--after you quick supportive response with a plan, I will defo buy yocash!

So impressed with ya all at BVG.
Thank you

Smellulater (117686344) wrote:Gary, I tried to purchase with one card but it didn't let me. Maybe cause I already purchase earlier twice this month. Is never happen before like this. Wondering if it's a Bvg fraud proof thing (I appreciate that if it is). Anyway, I use another card and can purchase.

love your name!
see you around, or I will just.....................
Smellulater................

@ Gary. I followed both of the links that you sent, and you were spot on! FB doesn't show that I purchased the yocash, however, they do show previous purchases that I have made. I've emailed their support team, following the second link that you provided. Hopefully, tomorrow or the next day I will hear back from them, or they will refund my money so I can attempt to make another yocash purchase. If this ever happens again, that I don't get a receipt, I know exactly where to go! Thank you so much for taking the time to answer, and provide some insight! That certainly speaks to the integrity with which you run your company! Thank you again!

Just don't want my extreme gratitude, to go unseen, when time was taken to help me sort the issue. I have a case # now with Fb, and am hoping for results. Thanks again Gary!!