Dissatisfied customer

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Originally Posted by Kaethra

I've used them in the past with unresolved situations such as this. Usually with favorable results.

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If you look up SE's rating on the BBB you'll note how seriously they take it. :) It's rather interesting to see the score variation between companies with mmos on there.

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Originally Posted by Shougun

You can transfer account time with blizzard and that is all the OP needed really, since they wanted the time on a different account.

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I did that personally with Blizzard. They had to suspend the account with the time, because they could not take away time on the account. I guess as an extra question, did he prove he owned both accounts? Going back to Blizzard, they couldn't even use my time on my girlfriend's account, despite both party's agreement, because I didn't own the other account.

Plus, as I already stated, if he wanted to play it 2 months down the line, the customer wouldn't. And then we're at square one again. The issue is on the fact that it was a subscription. FFXIV especially has a problem with it, because of vet rewards. When you pay for enough sub time, you get bonuses. If they did this, he effectively paid for 2 accounts getting 6 months vet rewards. This could be abused by players. And the way to fix it would be to pull the account back 6 months, which they would have to wait 6 months for. That's a major hassle.

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Originally Posted by Jijifli

I did that personally with Blizzard. They had to suspend the account with the time, because they could not take away time on the account. I guess as an extra question, did he prove he owned both accounts? Going back to Blizzard, they couldn't even use my time on my girlfriend's account, despite both party's agreement, because I didn't own the other account

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All that seems better than nothing though, that and proving you own an account you're transferring time from lol - that could be new level Account theft if they didn't. As the desire from OP was to transfer the time and you can, that's all they needed. Also might check to see if you can add time to a suspended account to reactivate it, I imagine you could (at least because they're able to do so much, so easily, I have high faith in the power their CS has- many issues that plague SE WoW solved long ago).

The vet reward is an issue that would need to be addressed, but seeing as they are changing the system it might be more easily addressable in the future.

EDIT: just ran through the steps, they can actually refund the purchase now- in most cases. So none of the above issues besides vet rewards is an issue (there is no account suspension). Maybe when you tried they didn't have that ability yet.

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Originally Posted by Kaethra

I'd like to see the evidence of this.

Legality has nothing to do with this. Its good sense, community, society, and trust. That's what every organization I just listed is about. Its weird and sad that you cannot (or more specifically choose not to) comprehend that and would like to see an innocent suffer for an honest mistake.

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I certainly do understand that it's an honest mistake and I wish the OP the best of luck in having this resolved in their favor. The problem, however, is with SE's customer service and apparent lack of willingness to help the OP correct their mistake.

What you are stating is that the service that was paid for has not been provided. The OP got exactly what they initiated and paid for on their own - a subscription on an account that they logged in to. The OP wasn't duped or swindled by SE and is not a victim of anything but their own mistake. Sometimes you do just have to live with your mistakes, as much as it might suck.

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Originally Posted by AlexanderThorolund

I work for one of the major highstreet/online retailers and i can tell you that digital subscription items/digitals items are exempt from the 30 day money back guarantee. Thats the law.

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We're probably beyond said "30 day money back guarantee." The point that was made was that if the OP files a complaint with his bank/financial institution/credit card company, they will more than likely give him his money back since he did TRY to resolve this matter with SE. (Obviously, they did not.) Regardless of the EULA, ToS, and other legal crapola. Will he get his account banned? More than likely, yes. But that's the OP's choice to make. And to be honest, I'd go that route. SE is a fool for wanting to lose potential business/customer.

In the end, this is all due to bad customer service. That's it.

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Originally Posted by Dustytome

This right here. Chargebacks cost the company and they'll permanently lock down your account(s) for it. While the OP did make a mistake, he mentioned that they were willing to make an exception until they knew that he knew he had two accounts. I'm having a hard time grasping why customer service was trained not to simply fix the issue and retain a paying customer if it's within their capabilities.

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Wrong. They can't permanently lock your account over a charge back IF there was an honest issue behind the charge back. I had a double charge on my account after purchasing a fantasia, when I requested the charge be reversed, yes SE suspended me, but they only suspended me for the length of time it took them to investigate the issue. Roughly a week later SE gave me my account back after my bank proved that I only made one transaction. SE didn't get to keep the money from the double charge, they also lost my membership fee for March.

So no, SE is not always in the green, nor do charge backs always lead to permabans, nor does requesting one mean you're some evil customer. If anything OP proves that once again Mogstation is a very very badly designed merchant outlet that has it flaws.

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Originally Posted by Jetstream_Fox

Wrong. They can't permanently lock your account over a charge back IF there was an honest issue behind the charge back.

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They can pretty much do anything they want unless person going to take them to court over it which is highly unlikely. If person worried about $75 and it a lot of money them then they definitely don't have the money to take anyone to court about it. Does that make it right? No but that just how it is.

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Originally Posted by Lexia

They can pretty much do anything they want unless person going to take them to court over it which is highly unlikely. If person worried about $75 and it a lot of money them then they definitely don't have the money to take anyone to court about it. Does that make it right? No but that just how it is.

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That's why people need to stand up for themselves. Companies think they're always in the green, but in some cases they're not. In my case it didn't matter how much the cost was, there was only one transaction, SE was not entitled to an additional 10 dollars without granting me an additional fantasia, it's not a matter about how much it cost, it's a matter of honesty. Granted OP has a much different issue, that sadly is on his own hands, there shouldn't be any reason why SE can't confirm that OP owns both service accounts and can't transfer the purchased time, it's not like buying a time card is exclusively a PC item that PS4 can't use.

Really. Why get upset with CS. Having worked CS myself over the phone, they can be limited on what they're allowed to do. If they're given the rule that they can't do refunds on subs except for third-party criminal activity, then that's what they're allowed to do. Especially when it's in rules that were agreed to. AND I found something.

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Unfortunately we cannot offer refunds for any subscription fees that have already been paid for on the mistakenly registered Square Enix ID. We are also unable to transfer the subscription status from one account to another and you will be required to set up a subscription once the process is complete.

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You can find this on this page > here <

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Originally Posted by Tremara

It's unfortunate that SE custom service isn't more helpful and friendly towards their customers but ppl should really stop suggesting a charge back. A charge back should only be used if he wouldn't recieve the subsription but he does have a active sub - just on the wrong account which is his fault.

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OP will probably stop playing the game anyway after the way he was treated so, in the end (at least it's what I would do after being treated like that), SE is loosing a customer and keeps being seen as greedy instead of just go with "ok, this time we'll transfer the founds but please, keep in mind it's an exception because you are a loyal customer (and others bullshit we use in the business) and be more carefull next time"

- Customer happy
- SE paid
- Everything is fine

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Originally Posted by Naunet

I guarantee you SE is capable of giving refunds. They would lose nothing by refunding the subscription so that the OP could then activate the correct account. They DO lose money by not providing a refund, however.

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Pretty much that

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Originally Posted by Centershock

Lol the whiteknighting in here is also making me nauseous. I love how a lot of people in here are quick to say "OH IT'S YOUR FAULT YOU ADMITTED TO IT SUCK IT UP" because this has probably NEVER happened to them. At least, not with SE. And I am almost positive that most of you have not worked customer service jobs.

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The irony of this statement is that while its true most people are saying its OPs fault, most of them are also unhappy with SE's customer service and are of the belieg they could fix the issue if they really wanted to.

Not really sure how that is whiteknighting...

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Originally Posted by Jetstream_Fox

Wrong. They can't permanently lock your account over a charge back IF there was an honest issue behind the charge back. I had a double charge on my account after purchasing a fantasia, when I requested the charge be reversed, yes SE suspended me, but they only suspended me for the length of time it took them to investigate the issue. Roughly a week later SE gave me my account back after my bank proved that I only made one transaction. SE didn't get to keep the money from the double charge, they also lost my membership fee for March.

So no, SE is not always in the green, nor do charge backs always lead to permabans, nor does requesting one mean you're some evil customer. If anything OP proves that once again Mogstation is a very very badly designed merchant outlet that has it flaws.

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Well, yeah, but that's only when SE recognize that their system screwed up. And that's absolutly not what happened to OP.

What people imply when saying that you'd get a permaban for a charge back, is if the charge back is initiated by you in order to fix your mistake or simply get your money back after you changed your mind.

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Originally Posted by Fyce

Well, yeah, but that's only when SE recognize that their system screwed up. And that's absolutly not what happened to OP.

What people imply when saying that you'd get a permaban for a charge back, is if the charge back is initiated by you in order to fix your mistake or simply get your money back after you changed your mind.

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Actually back when SE introduced purchasable dye on MS I had a fc member purchase the wrong color, they were using mobile and iirc there was an issue with the page being displayed right and somehow they got dark brown rather dark blue. Asked CS to refund it, they said no you have to eat it, then they went to their bank and did a reverse, got banned, but then showed up next month, said they created an alt on a different service account on Balmung and once their main account was back they were tansfering.

OPs issue aside there is no reason for SE to not be able to do refunds for digital purchases. Amazon let's you return digital game codes if you didn't use them, and even steam allows refunds. Now what happens with OP? OP can request a charge back, get their money back, rebuy the time on his right account, SE gets hit on their bottom line and why? Because SE has bad policies and a very badly designed merchant portal.