Hello,

The other day our bank's servers were down at the time a transaction was attempted for Acoin. There was no notification to this fact to anyone. The bank itself wasn't aware of it until a request to investigate was made. During that time a 1000 Acoin purchase was attempted. Since then my account has been unable to purchase Acoin. Depite having paid a much larger sum just days earlier. I have attempted to contact GMs resolve this, but was directed to Paymentwall each time. Paymentwall has not responded despite multiple attempts at communication. Multiple payment methods have also been attempted without success. 

In the first case the bank finds that Paymentwall is simply not processing the payment. It is as though they are attempting to pay us. The bank found this very puzzling. The charge for the Acoin is not registering properly. Being neither a sum of $10 nor zero. This is called a Reversal.

In the second case Paymentwall claims there is no money on the account. Which is untrue. 

The current theory is that when the server went down the payment service was unable to make contact with the bank, but the account itself retains a 0 in the measure of the sum being charged. When a new payment attempt is issued the bank receives a request of $0 to be transferred which automatically cancels the transaction. Potentially this may be flagging the transaction as suspicious and blocking it. Like someone trying to probe the account's balance. 

The bank then informed us to attempt to pay once a day in the hopes that whatever is locked up in the system will ping something that clarifies what is wrong, but without communications and assistence from Paymentwall this is very difficult to do.

We've begun the process of looking into this more closely. All payments to Black Desert have always been on time. Some payments take place regularly. Like with Value Packs, etc. Others occur months part. Nevertheless, all sums have always been paid on time and consistently without issue for the extent of the game. This sudden inability to make payments without reason and without communication is baffling. We will continue to monitor what is happening in regards to this, but it is simply rediculous no communication at all has taken place from the Paymentwall service. Particularly since no problems have ever occurred with payments at any time in the past.

Please monitor your payment services to provide better customer support in the future. Especially for costomers that have never missed a payment for any reason. It's troubling. Especially because it prompts thorough inquiry into all transactions across time, but which has no apparent means of being resolved. If your goal is to have customers be unable to pay you then Paymentwall's conduct is particularly successful at doing this. Once an account has issue it seems there is nothing that can be done. Your GMs are surpremely capable on the other hand. Always replying within a day to any inquiry. Your company is therefore excellent, but this aside company does you a disservice. Be advised then its quality of handling such matters: It is poor and disrespectful. Such situations should also be handled with continuous and open communiations.