Lost free 30 days for accidentally registered to the wrong service account?

[Asphyxiantologist]

Guys, after my fourth attempt at trying to contact chat support, I finally made it:

Agent Ricardo L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hi
Agent Ricardo L: While I look over your ticket information, may I have your first name please?
You: XXXXXXX
You: ??
Agent Ricardo L: Sorry for the wait XXXX.
Agent Ricardo L: What seems to be the issue.
You: Oh np
You: Basically, a well-known issue in the tech fórums. I accidentally made a second service account while trying to actívate my code.
Agent Ricardo L: Okay have you made the right kind of ticket?
Agent Ricardo L: Or you still need to make one?
You: I'm pretty concerned, since my game time is running out, and today is my last day.
You: No, I already made two tickets
Agent Ricardo L: can i have both ticket numbers please.
You: Sure
You: A sec, please..
You: 2XXXXX
You: and this one
You: 2XXXXX
You: Can you guys merge this two accounts, please? Otherwise, I won't be able to play tomorrow.
You: My toons and all my ítems are in my first service account.
Agent Ricardo L: Okay it appears that none of these tickets are the right kind.
Agent Ricardo L: I will provide you with the steps and how to do it, and then you would have to contact us back.
You: Wait, what about these ones ?
You: 2XXXX 2XXXXX
You: Please, this is my fourth attempt at trying to contact you, guys.
You: I've made many tickets, however I only got an auto response from the old ones.
You: I didn't know what to do, and I know this is a well-known issue.
You: I also filled the wrong account service form.
Agent Ricardo L: Those are the right kind of tickets.
You: Oh thanks god...
Agent Ricardo L: Unfortunately, your ticket does not verify. However, since you have already submitted one, we can move into the second tier of verification procedures. Please provide us with the following information:

Name
Date of birth
Email address
Full street address
Phone number
Security token serial number
Square Enix id
You: Sure
You: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
You: Security token?
You: Is this related to preorder or activation codes?
Agent Ricardo L: No its just and extra method of security. Its a randomly generated code.
Agent Ricardo L: You dont need to provide this if you dont have one.
You: Mmmkay, I don't have one.
Agent Ricardo L: Give me a moment while i prepare the ticket. Thank you.
You: Thanks a lot.
Agent Ricardo L: Okay everything is done. You just need to wait until this has been taken care of.
Agent Ricardo L: Are there any different issues I can assist you with right now?
You: Thank you very much.
You: Will this take pretty long?
You: Oh, and one more thing
Agent Ricardo L: Im not sure. Hopefully not.
You: Alright, I guess, I won't be able to play tomorrow. I just hope you guys will be able to solve it as soon as possible.
Agent Ricardo L: You can play, but not on the incorrect account.
Agent Ricardo L: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Ricardo L has disconnected.


However, after I was ab out to tell him about the forums and this thread, the agent left the chat. So,to sum things up:
1.- he didn't tell me if this issue would be solved tomorrow. He just implied that they would do it ' soon'.
2.- He said I could play on my first account, and when I was about to ask him how am I supposed to do it, since this is my last day on my first service account, he suddenly left the room.
3.- I wanted to ask him many more things, however as I stated before, he left pretty quick.

So, I'm not sure if this will solve my current situation tomorrow, because he couldn't specify a day....

Can you ask the guys last name next time? I'm gonna find hes cell phone number and give him a call isntead.

[Vandyn]

How exactly are you guys getting in chat? When you go to support it only gives you an email option. Is this an EU thing only because I am NA.

[lamestdude]

Can you ask the guys last name next time? I'm gonna find hes cell phone number and give him a call isntead.

He was nice, I guess. Unfortunately, no, I don't have his name besides the one in the chat log.

[AsheDalmasca]

I actually got through to get confirmed that NA can't help me and that I am somehow going to have to find time to sit behind my PC for some time during the day tomorrow to get a hold of EU support but hey.

Got through at least. Needed the confirmation that it wasn't broken too.. for my sanity

[EmilyW314]

Got my account fixed

Submitted my ticket on 27th 10.30pm called the UK support on 28th 10.30am and then again 29th 9.30am.

Received an email on 29th 6.45pm stating that my account is fixed. Login to Mogstation and my play time is now 31days

Time is GMT

I think they handled the ticket by time of ticket submission and time of call as I can obviously see someone who called later that I did and got it fixed before me.

And Yoshi-P announced today that they are planning to give people a couple days free game time for the server congestion to compensate people who could not login. However, this will happy next week the earliest AFTER they upgrade/increase their hardware which means after EA is over.

[Xaxius]

Just got dropped from chat for the 3rd time.

I'm done. This is the biggest cluster I've ever seen from a company who wants to charge a monthly fee for their product.

[Eveanon]

So I'm home from work, and I'm happy to say it's been fixed, and they added 30 days onto my remaining one day left.

[Matrinka]

Has anyone who HASN'T called, or gotten into the chat, had their accounts merged? I'm almost to my 3rd hour on hold on the phone... I don't want to give up, but I won't be able to afford the long distance / cell phone minutes if I don't get in by 9pm tonight. I don't have any other phone that I can sit by for hours on end to fix this tomorrow.

[AsheDalmasca]

They should just add an option on our service accounts, to let us merge them if we want. At least for the time being for free, so we could do this on our own. Guess that might make a bit too much sense though.

Still no fix yet, guess will check once or twice more tonight, than in the morning and see if anything is done, before I go to work.

Your post is the most sensible one I have seen so far. Totally agree.

[Billiam]

So I'm home from work, and I'm happy to say it's been fixed, and they added 30 days onto my remaining one day left.

Did you reach them via phone or chat?

If no, when did you submit your support ticket?