Temporary Suspended?

[Enochroot]

This exact thing happened to me and I finally got it resolved yesterday. Here's the scoop (at least with what happened to me, as this thread contains the exact same info)...

I checked with SE support daily and kept getting: "your account is under investigation, we have no info for you, we have no ETA, you can keep contacting us but it won't do any good, sit tight and you'll get an email eventually."

That email never came. On Xmas morning I got an automated email telling me I was about to be billed for the accounts that I hadn't had access to since Dec 16. So, wow. That was not very nice of them. So, still having access to my SE account, I went in and cancelled my POL accounts (which had previously been transferred to my SE account).

Two days later on the 27th, I tried to log in to my SE account only to find that it, too, was "terminated or suspended" - with absolutely no warning, notice, or any regard for the fact that I'd been a paying customer at all. I was more than a little frustrated and upset at this point.

I got back in touch with (the apparently outsourced) SE support who was finally able to tell me "oh, there's a problem with your playspan account" - as if I should know what playspan is. If you don't know, PlaySpan.com is one of the companies SE uses to do order fulfillment when you buy Crysta. I had bought Crysta on 3 separate occasions in the past and all 3 transactions went via Paypal. I'd never heard of PlaySpan. So SE says to me "you'll have to go to playspan and contact their support about your account" - uhhh... ok.

So I do that. Turns out my "playspan account" was simply my paypal email address and an account had been automatically created for me when I bought crysta. Fantastic. So PlaySpan support says "no probs with your account, 3 transactions, all clean, tell SE to check again".

So I do that. Back to SE support. They say "oh wait, we think it's a chargeback, go back to PlaySpan and tell them to check for chargebacks."

So I do that. Back to PlaySpan support. They say "nope, 3 transactions, all clean, no chargebacks, tell SE to check again".

Sigh. So I do that. Back to SE support. They say "one moment please." Then 20 minutes later they say "try now." And my SE account is back. Before I could test my POL accounts they disconnect from my support chat and turns out that they'd only turned on the SE account, not the POL accounts.

Sigh. Back to SE support. Luckily I get the same guy and he quickly unlocks everything and everything's back to normal. So here's the final few lines of the chat log of my support session:

Agent Matt L: One moment
You: okey doke
Agent Matt L: You should be fine now
Agent Matt L: Sorry for all the trouble
You: thanks thanks
You: updating info now
You: how can i avoid this trouble in the future?
Agent Matt L: Don't worry about it
Agent Matt L: You might have just swept up with the times
You: okey doke

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

[Inches]

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

omg... now i'm running through my memory archive trying to verify if I have ever swept up the times >_<. I'm almost sure I've never swept up the times, but I can't vouch for it 100%. Crap.

good to know your account is back!

now the question is... have the OP and the other poster affected here swept up the times? This could bring some clarity into the subject.

[Haruka-Ash]

so if i used ultimatepay/playspan to buy crysta using paypal they create an account with them? because i dont recall getting an email lol

[Enochroot]

Correct!

I searched my email and no, hadn't gotten any email from (or containing the word) "playspan". So I just guessed that they MIGHT'VE automatically created an account based on my Paypal information - and I was right. Told PlaySpan my Paypal email address and they instantly knew who I was. So... my Paypal info is now sitting in the database of some third party vendor that I'd never heard of. I guess this is what SE means when they say "unauthorized third party access"? Only... they authorized this particular third party and I had nothing to do with it.

Boggles the mind. Wish someone who actually works at SE could actually explain what's going on with this sort of thing. It's pretty poor customer service to have people locked out of their accounts (over Christmas!) due to their own internal problems between their systems and the systems of their vendors.

[Haruka-Ash]

well pretty much that give us hope i will try it tomorrow and see whats up with playspan the odd thing is my SE account still works but still i will try to do that and thx for all the help man

[Originalkord]

So my advice to all SE gamers: whatever you do, under any circumstances, do NOT swept up the times.

I laughed at this for like 45 minutes...As a result, I am afraid I am now guilty of having just swept up with the times.

[Haruka-Ash]

well i tried today and indeed they said i have a chargeback but when i contacted playspan they said my account was clean and no chargebacks so i went to square enix customer service and they say my account still was under investigation and sadly i didnt get the same agent as before .-. so they say im still under investigation
im really getting bored of this lol

[Enochroot]

What's really unfortunate is that their "investigation" doesn't really include you at all. They don't give you any information, nor do they solicit any information from you that might actually help shed light on the situation.

I guess you'll just have to wait it out. I did so by playing FFXIV... until my SE account itself was "terminated or suspended" - which I guess was the result of their concluded "investigation" - which is when I got in touch with them and got into the whole rigamarole with PlaySpan and it all sorted itself out in an afternoon with just a little back-and-forth.

What this shows is that SE is bad at picking partners and really bad at this whole "intarwebs" thing. But we all knew that already because of the monstrosities that are their websites and forums. When they've inconvenienced enough of their fanbase that it hits their bottom line, maybe they'll get serious about Doing Things Right.

Seriously, guys, e-commerce doesn't have to be this hard. Customer service should be friendly, prompt, and above all - helpful.

[Haruka-Ash]

yeah last nigth i got into chat with the same agent that helped you and everything went fine after all he said the same thing about the chargeback and he in less than 20 minutes unlocked my pol accounts and everything looks like some workes dont like to help people but that matt L guy really was of help

[lllen]

In case anyone doesn't know or wants to know...Playspan is owned by Visa.