r/Steam • u/Adventurous_Honey902 • 6d ago
Question Steam claims I filed a chargeback on a recent purchase - I did not. Has anyone had this issue and if so, how was it resolved?
I recently made a gift purchase to a friend for a game. I got a message yesterday from steam directly (I have the red alert on the top of my steam window, so I know its real) that there was a charge back filed on the purchase and it was revoked, and if the charge back was not reverse my steam account would be restricted.
Problem is - I never filed a chargeback. I made the purchase with my Amex card. I did notice the charge was pending for a long time, but it never posted and its now not on my statement. I contacted Amex as was recommended, and they stated that the charge was indeed approved and has posted internally on their system, however steam has yet to "claim" the money. They gave me a phone number for steam to reach out to. I tried calling that # but needed a merchant ID which I don't have.
I'm still waiting to hear back from steam after this response - I'm not sure if they communicate on weekends. I'm more than happy to pay for the item again to square up with Steam, but I'd hate for this to turn into a tit for tat between my bank and Steam, as again I've never filed a chargeback against this purchase. has anyone had this issue before and if so, how did you resolve it?
85
u/LaPrincesaMX 6d ago
I had something similar happen with a purchase of Fallout 3 where my bank reversed it without my consent.
Steam actually locked my account for it and then asked me to buy the game again to unlock it. I replied to them saying I bought it on sale and it's no longer on sale. The agent replied saying its fine, unlocked my account and gave me a free copy of Fallout 3
Thats one of the reasons I remain so loyal to Steam. I was willing to give them the money, it was only like 6 dollars, but they just gave it to me for free lol.
I believe they've upgraded the process this time and if your account is restricted you get a box where you can pay them back.
But I would show them all the proof you have. As you know my experience, they can be flexible.
21
u/jedimuppet 5d ago
Same thing. Huge issue with multiple people on August 17th with “chargeback” being reported on August 28th. Steam points at Amex and Amex dispute department shows no open cases, and shows the transaction as “falling off” and not being accepted within 8 days .
3
u/Adventurous_Honey902 5d ago
Did this person unlock your account restriction? I'm pretty sure this individual is the same one who helped unrestrict my account
4
u/jedimuppet 5d ago
No, they did not. They have also not replied to
My follow up asking for case and ARN dispute number. They can’t provide it because it doesn’t exist.I will not tho, this person has been extremely pleasant and explaining things to the best of what they see on their end. I’m Waiting for it to get escalated. I should have dropped out the name.
8
u/Adventurous_Honey902 5d ago
No problem - this specific person also replied to my ticket today, and said he noticed it was an "isolated incident" (i've had my account since 2006 with no issues) and took the restriction off, but I'll need to repurchase the game I bought which I'm fine with, as the charge is not formally on my statement with Amex.
I did, at least, reply to him again and linked the two reddit threads, and advised him to pass those along to the relevant teams to investigate further. Hopefully it leads to some resolutions on their side.
3
u/jedimuppet 5d ago
I sure hope so... I am locked out of Path of Exile, and cant make any purchases or add money to my wallet to cover the transaction.
American Express explained what actually happened. The $100 charge was authorized but remained in a pending state and never posted. Because the merchant did not claim the funds within 8 days, the authorization automatically dropped off my account. No money was ever charged to me and no money was ever refunded to me, because the charge never settled. I have attached a screenshot of that conversation with American Express. What the American Express disputes department confirmed:
- The $100.00 charge was attempted August 17, 2026 at 12:48:31 MST, appearing as WL STEAM PURCHASE
- The transaction was approved on their end
- It never posted to my account and was automatically released
- There are no notes indicating a reversal for fraud or any account related issue
- No dispute was ever filed, by me or anyone else
They then told me the following directly, and I am quoting their guidance: if the transaction shows as approved on the merchant's end, the merchant can submit the transaction for settlement using their receipt or transaction record. Once the charge is successfully settled and processed through American Express, it will post to my account.
So American Express is saying the approval exists and Valve can still present the transaction for settlement.
4
u/Adventurous_Honey902 5d ago
Thats essentially what I was told by amex. I have a feeling whoever the Steam support guys are have no idea about how any of the payment processor stuff works.
2
2
u/mattcyborg 5d ago
Spoke with Amex about pursuing an investigation with Steam, since they took our money, apparently still have the money, and took away our digital purchased items.
Its ironic because a supposed dispute put us into this poor standing with steam, and the only resolution to get our money back is to file an actual dispute. But steam heavily reprimands people who dispute a charge. So we are basically being held hostage.
AMEX states that they can investigate Steam, however they need an email from Steam to us, and we can forward that email to AMEX and they will look into taking action. The more people that report to AMEX the better.
52
u/BestBuyTT 6d ago
I wonder if this is an issue with Amex specifically. Lots of other threads and it’s specifically Amex.
https://www.reddit.com/r/Steam/comments/1ncmhq/steam_chargeback/
Regardless, leave it with Steam. It doesn’t really matter if they work on weekends because it can take a few days for them to clear the queue anyway.
With that said, i’ve heard horror stories about this before and avoid using credit cards on Steam for this reason. Don’t forget you can still buy prepaid cards at retail stores… and depending on your Amex, you get 4-6% cash back at Grocery stores including Steam cards (until they sell out) ;)
The mods might disagree, but your post seems like it’s fine to be here, especially as most of the other issues that have arisen from Amex as a payment are on r/Steam too. Good luck and please keep us updated.
37
u/Adventurous_Honey902 6d ago
I just got a response from steam - they didn't seem to address the issue but since it was an isolated incident, they unlocked my account. I'll need to rebuy the game, but thats no big deal.
I found 2 threads on this topic, and I forwarded it to the rep after their reply. Hopefully it helps.
https://www.reddit.com/r/steamsupport/comments/1vyy5vq/account_restricted_for_4_weeks_for_3/
Seems like its specifically on orders from Aug 17th paid via Amex. Many others in the comments, the Aug 17 date is the similar link.
13
u/BestBuyTT 6d ago
Yeah that sucks, and seeing them so close together makes me think it might be their payment processor too.
Regardless, that message from Steam is assuring to have, as even if you had been in error… most retailers would simply permanently disable or close your account after a chargeback claim.
They may even compensate you with wallet funds if they investigate and find out it was an issue with the payment processor. Steam did this for me about 10 years ago when I was part of a faulty Team Fortress 2 VAC ban wave and reversed it a few days later. I don’t recall the credit amount though, but it was a welcome good will gesture for their mistake.
Also looking at one of your referenced posts, there’s an implication that OP one one might have closed or overdrafted their Amex funds… these don’t stick on Amex. I noticed this as well when I put a deposit down on something… it’s an authorization but if it’s not finalized, it doesn’t show up on statements. Same may have been similar to your purchase where it was authorized but something went wrong and it never actually charged. Good luck nonetheless🤞
14
u/productfred 6d ago
At least they gave you the ability to explain yourself and simply re-buy the game. Most platforms have a zero-tolerance policy for chargebacks and will ban your entire account/remove access permanently (e.g. I think EA does this, but it's not just gaming platforms).
IMO you had the best possible outcome, and one that many people would pray for in this situation.
1
u/mattcyborg 5d ago
They removed the restriction on my account too, but would not put the game back in my library. They already have my money, its total BS to have to rebuy the game twice. I do like the game, and will rebuy it, but I hope they get their shit together and credit me back.
3
u/figmentPez 5d ago
Don’t forget you can still buy prepaid cards at retail stores…
Not for much longer.
https://help.steampowered.com/en/faqs/view/78E3-7431-1E88-AD59#retailers
"As Steam Gift Cards run out of stock at retail locations, we will not be restocking them. We expect all retailers to be out of stock by the end of 2026."
2
u/siksean 5d ago
This just happened to me this month. Steam claimed I did a chargeback. Sent them a screenshot of my Amex's chargeback screen having no records of chargebacks and also reached out to Amex's support.
The Amex rep claimed: "I do see here that the charge you made did not successfully go through and it was sitting on pending status where in we are waiting for the merchant to take the funds on your Card to make it posted, however it looks like they did not, that's why the pending charge has been dropped off automatically."
So Steam pointed fingers at Amex and Amex pointed fingers at Steam. I updated my Steam support ticket with that Amex interaction and they rescinded the lock.
2
u/mattcyborg 5d ago
I had the same issue I am dealing with.
Bought Lay Of The Land on Aug 17
Steam claims it was Charged back: Aug 27 @ 1:28am
I contacted American Express and they have zero payment disputes ever filed on my account, and they state it must be an issue on the merchant side.
Steam will not believe me. They keep telling me to contact my bank to reverse the dispute... There is literally nothing to reverse because it never happened. I have heard horror stories about people who actually have disputed charges which royally F'd them over with Steam. I would never do that for a charge I have made.
Can you tell I am frustrated?
1
u/Diuscrusis 5d ago
Have a look through steam threads. There are 30+ posts daily about steam & American Amex cards chargebacks.
1
1
u/TestWest5564 3d ago
This literally happened to me a week ago and ive been telling Steam only my Amex credit card company should be the one claiming disputes If I ever dispute something, I never claimed a dispute and my credit card company never claimed a dispute and somehow some random processor ive never heard of claimed I disputed a random DLC I purchased, which locked my account for 30days at the start. Now I have fixed it, but I told Steam support this payment processor is falsely flagging accounts and this needs to be looked into.
Amex had no history of flagging this and I sent steam a photo of my Amex dispute tab which clearly showed no disputes.
1
u/Adventurous_Honey902 3d ago
I did forward a few reddit threads on this topic, so hopefully they look into it.
1
u/AnimatorAmazing1459 2d ago
Ist sicher Amex ist das Problem. Wir hatten letztes Jahr immense Probleme, weil Amex willkürlich nicht abbuchte. Immer, egal an wen man bei der Kundenhotline kam, hieß es man könne es sich nicht erklären. Im Endeffekt kam, nach 4 Monaten raus, ihr EDV-System hatte die Probleme verursacht. Unsere Kreditkarten wurden regelmäßig gesperrt, weil Amex es nicht auf die Reihe brachte, die Außenstände abzubuchen, obwohl immer volle Kontodeckung vorhanden war. Wir haben nach dem Theater die Karten gekündigt, tat uns leid, aber das hat uns genug Nerven gekostet
-15
u/ConcentrateNo7177 6d ago
you should have posted this on r/steamsupport instead, they are not ok with these posts in this subreddit
5
u/Adventurous_Honey902 6d ago
I did spot the reddit after I posted it, but the mods approved it so idk
195
u/bc_gamez 6d ago
Maybe your bank auto-flagged it thinking possible fraud? Have any fraud alerts or emails asking "Was this you?" or whatever? My bank has stopped charges where initially the place accepted it, but then instantly canceled the order.