Help from the Community Team Please

I purchased a product from the Mog shop and failed to receive it. I submitted a ticket and received a case #. When I followed the instructions sent to me I was directed to reply with specifics to my problem which I did. They responded to me with detail of the purchases that were successfully completed and no mention of the one that wasn't. I informed them of such and the reply I got back clearly indicated that they had no comprehension of my problem. I was directed make contact but when went to the link provided it lead me right back to e-mail contact. Thar clearly does not work. Can someone from the Community Team provide with contact information, either by phone or chat, for someone who can help. Thanks.

Well SE this is one hell of a racket you got going on here. Take my money and don't provide me what I paid for. I generate a service ticket to get the matter resolved and you dance around the issue. I ask for help in the forums from the Community team,,,,,ignored. I attempt to use Web Chat or Phone and every option I select sends me to e-mail which was a total waste of time when I first tried to use it. This just confirms what I have suspected all along. Your Customer Service (sic) is designed to frustrate customers to the point of tears and they give up and you get to keep my money. Like I said nice racket. I am sorry if i have offended people (no I am not) but i do not like getting ripped off.

Did you check your mog box, and try the 'receive rewards' feature?

Did you send it to the right character?

Make sure you've cleared your in-game mail out (including old mail that's been flagged as opened) and see if the resend button in the top right corner of the mail interface gets your items sent through.

Quote:

---

Originally Posted by Dustytome

Make sure you've cleared your in-game mail out (including old mail that's been flagged as opened) and see if the resend button in the top right corner of the mail interface gets your items sent through.

---

This too. You can only have 20 opened promotion mail.

I am well aware of all these features and have checked all of them. The records SE sent me does not even show the transaction while I have bank records showing it has been posted and paid for. I recognize that mistakes can happen; it is how SE has handled this that has me upset and suspect of their motives.

Posted? So.....it's a physical product from the SE store not a digital item from the mogstation?

Quote:

---

Originally Posted by Pence

Posted? So.....it's a physical product from the SE store not a digital item from the mogstation?

---

No posted as in not pending as all debit card transaction are normally listed initially. Once the computers finish doing their dance and finalize the transaction it is moved to posted indicating that the funds paid to the company making the charge against my card. This was a Mogstation purchase

Sounds like you'll need to call

Quote:

---

Originally Posted by Rizon

No posted as in not pending as all debit card transaction are normally listed initially. Once the computers finish doing their dance and finalize the transaction it is moved to posted indicating that the funds paid to the company making the charge against my card. This was a Mogstation purchase

---

What did you purchase?

I had a one heck of an experience with SE customer support recently where they locked my account because of a card issue. Customer support dude said I must've entered the info wrong but there's 8 charges for the same thing still on my account. If the info was wrong I wouldn't have been charged lmao. Now I'm out $8 for absolutely nothing.

I think they just try to come up with the quickest possible premade response to paste onto your issue so they can mark your issue as resolved and move on.

Take it up with support. They're not going to be able to help you on the forums.

Quote:

---

Originally Posted by Andevom

Take it up with support. They're not going to be able to help you on the forums.

---

They won't help me in support either. At least here someone directly associated with SE might read it. Probably won't do anything about it but at least they will read it.

Quote:

---

Originally Posted by Rizon

The records SE sent me does not even show the transaction while I have bank records showing it has been posted and paid for.

---

Sounds like it's time contact your bank and dispute the charge.

Quote:

---

Originally Posted by Dustytome

Make sure you've cleared your in-game mail out (including old mail that's been flagged as opened) and see if the resend button in the top right corner of the mail interface gets your items sent through.

---

Quote:

---

Originally Posted by Valkyrie_Lenneth

This too. You can only have 20 opened promotion mail.

---

Both of these. I feel the OP did not read them.

Quote:

---

Originally Posted by Bahd_Monkey

Sounds like it's time contact your bank and dispute the charge.

---

He does that he loses the account.

Hey there Rizon!

Sorry to hear about the troubles you have been experiencing with the purchase. We would like to offer assistance in getting the purchased items to you, but you would have to first get in touch with our customer support team. If you can reach the Info Center through either phone or online web chat, they can look into this concern and help you retrieve those items you should have received. As a note, the Information Center is available Monday to Friday from 9:00AM to 6:00PM PST. We look forward to hearing from you soon.

Thanks,
GM Xophious

Quote:

---

Originally Posted by Xophious

Hey there Rizon!

Sorry to hear about the troubles you have been experiencing with the purchase. We would like to offer assistance in getting the purchased items to you, but you would have to first get in touch with our customer support team. If you can reach the Info Center through either phone or online web chat, they can look into this concern and help you retrieve those items you should have received. As a note, the Information Center is available Monday to Friday from 9:00AM to 6:00PM PST. We look forward to hearing from you soon.

Thanks,
GM Xophious

---

I would love to talk to them. Unfortunately every attempt I have made to reach the phone # or Web Chat leads me to E-Mail support which has proven a complete waste of time. This my major complaint with SE's Customer Service (sic). Their convoluted processes appear to be designed to frustrate players to the point of total despair and they give up. Can you help me with that?

Quote:

---

Originally Posted by Grimmel

Both of these. I feel the OP did not read them.

---

If you read 1 of my previous post you will see that I am aware of these and all the other nuances associated with the Moogle Delivery System. I triple checked them plus all my other characters. SE does not even acknowledge the purchase as being part of their records so quite obviously it never made it to the Delivery system. These are details which I stated several times if you care to read them.

I tried doing a support thing to get the number for you just now, but the only options it gave me were web chat and email. I googled around and the number I found in multiple places was 1 (858) 790-7529, but not sure if it's changed since then. If you'd prefer webchat, you might just need to do a different category/question (https://support.na.square-enix.com/c...hp?id=496&la=1 on this form). For example, I put in account/billing for the category, then 'additional services' for the sub-category, and 'did not receive mogstation item' in the contact details, and it did bring up chat support as one of the options (but not the phone number for whatever reason).