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

[Porie]

I filled out the form and I received an automated message about beta invites last week... I haven't received and updates today and I can't get through to their phone support.... It just says busy.

[Blackberries]

I called up NA phone support today and after an almost 3 hour wait I just hear a "beep" and see that the call has been ended.

[DualShear]

Oh no. Sony's customer support is awful as well. With the two together, I'll be lucky if I get this fixed next month.

[Roselya]

Square Enix, Inc. (North America) the third floor of 999 North Sepulveda Boulevard in El Segundo, California, United States
Seriously considering taking a road trip and starting a shit storm in person.

[Cederva]

Ok well I'm one of the lucky ones that got through today (not fixed, just escalated). Here's my story, maybe it'll help someone:

I encountered the problem of having activation on the wrong service account on Friday. My level 50 character on Coeurl was on an inactive service account (1) with the 30 days game time on the other account with no characters (2). I tried the chat support but got dropped at #1 and gave up because there wasn't enough time left before Square closed. I filled out the wrong service account form, took a screenshot for my records, and submitted it. On Saturday morning I got an automated response saying my ticket had been received.

After a long 3-day weekend, I got up this morning (Tuesday, September 2nd) at 8:30 am PDT, dripped some fresh Starbucks coffee, and started spam calling the (310)-846-0345 SE support number at around 8:55. After hearing the "not open yet, here are our hours" message, I got in immediately as the clock turned 9:00 on my phone. After pressing 2 (FFXIV Support) and then 1 (Account Issues) I was put on a hold with the phone ringing and every few rings an automated voice cutting in telling me I would receive service from the next available rep and thanks for my patience.

Approximately 2 hours and 25 minutes after placing the call, around 11:25 PDT, my call was picked up by a rep.

1. He asked for my full name and ticket number, then confirmed the issue I had was game time on the wrong service account.

2. He told me he would escalate my ticket for me.

I told him I had a few more questions, here's what I found out:

3. He told me I would not lose any of the free trial game time on Service Account 2, aside from these few days that have passed since I registered it. He said those would be refunded with the free 7 days everyone is getting.

4. As for whether I could receive a free 7 days on my inactive account, he said he wasn't sure whether this would or wouldn't happen, he didn't have that information.

5. He said a week ago when these issues started, a few NA players did have their issue resolved in a timely manner. He told me that objectively they say 48h-2w, in his opinion they would probably have mine fixed in under a week. (Good-ish news)

6. He asked for my game serial number (product key) as a final confirmation, came back a minute later and told me my ticket had been escalated.

finally,

7. I asked him what the status of my ticket would now be. He said he wasn't sure but it will probably show up as closed.

Hope this is... helpful... hopeful... whatever to somebody who's struggling to get ahold of them right now.

THANK YOU. I have been wetting myself worrying over my ticket being shrugged off, as it is listed as 'closed' you have restored my faith (Only slightly... ¬_¬ )

[Ducke]

So you use that number, too? On hold and nothing... I swear this is utterly painful. :/

@darkrebel08
Where did you get that sig of your character with that little card with their info?

Ya I used that number. I called right at 9AM when they opened and was on hold for almost 2 1/2 hours.

[Rapoza]

this feels great 5 days with no call thru and waiting on chat several times to get no one to answer. worst treatment ever.

[thundy84]

So I just got this email and I didn't contact live support or live chat. Posted my ticket on Thursday night. My ticket hasn't been cancelled either.

"Dear Customer,

Regarding your request for account support. Please find your answer below.

Thank you for submitting the information you did. This issue has been escalated and we will update this ticket upon the conclusion of our investigation. We apologize about the problem and the delay in our response, please await a status update to this ticket.


Thank you for contacting the SQUARE ENIX Support Center."

I just got this 15 minutes ago as well. I've submitted 5 tickets and have tried multiple times on chat and on phone to contact them. The ticket that they responded to was the one I sent in yesterday. I hope this bodes well. I'm just exhausted at this point. I guess now I just try and wait as patiently as possible.

[Dayzor]

Someone please shoot me... :O

Live Chat status: canceled....................................................................................................................................................................................................................................................................................for the <insert stupid amount of times> time!

[Daemen]

So, here's a pretty laughable situation. I opened 2 chat queue's at the same time earlier (actually I opened 4) just hoping that 1 would go through. Oddly enough, BOTH went through at the exact same time (they were right behind each other in the queue). So I got dealt Daniel C and Ethan B.

Agent Ethan B: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Ethan B: While I look over your ticket information, may I have your first name please?
You: XXXXX
Agent Ethan B: Alright XXXXX, what is the issue?
You: I believe my registration wsa done incorrectly, i need to have 2 service accounts merged
Agent Ethan B: I see here from the ticket this is regarding a misregistered game registration code. Unfortunately I require a special ticket. Please navigate to this following link, create the ticket, and provide me with that ticket number so we may begin the escalation process. http://support.na.square-enix.com/fa...la=1&kid=68225

If you have already gone to this FAQ article and created the ticket, please provide me with that ticket number.
You: 266XXXX is the ticket number
Agent Ethan B: Please hold while I look into your issue.
Agent Ethan B: Are you speaking to another agent currently?
You: Yep
Agent Ethan B: Alright, well as you are currently getting assistance from another agent I'm going to have to disconnect.
You: Understandable. Was just trying to increase the odds of getting some assistance with the issue due to chat queue cancellations.
You: Thanks.
Agent Ethan B: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Ethan B has disconnected.

So LOL. Apparently they have some way of telling if one person is currently being helped already...or they are the same person, who knows. But as soon as my ticket number was given, this guys was OUT. Here is Daniel C.

Agent Daniel C: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Daniel C: While I look over your ticket information, may I have your first name please?
You: XXXXX
Agent Daniel C: Hello XXXXX.
You: Hi
You: How are you today? Busy I assume
Agent Daniel C: Very busy today. How can I help?
You: I am looking to have my 2 existing service accounts merged
Agent Daniel C: Have you filed our online form for this isue yet?
You: yes
You: Last Thursday I believe
Agent Daniel C: Do you have that ticket number?
You: yes, it is 266XXXX
Agent Daniel C: Thank you one moment.
Agent Daniel C: For security reasons, we are unable to address your account issues without first verifying your identification. Please provide us with as much of the following information that you can:
Agent Daniel C: Name
Date of Birth
Email
Address (Including City/State/Zip code)
Phone #
Token Serial
You: XXXXXXXXXXXX
You: XXXXXXXX
You: XXXXXXXXXXXXXXXXXXx
You: XXXXXXXXX
You: I do not own a token
Agent Daniel C: One moment please.
Agent Daniel C: Sorry about that wait. I need the Square Enix ID and email address please.
You: xxxxxxxxxx is SEID
You: xxxxxxxx@xxxxx.com is the email address
Agent Daniel C: That is the incorrect Square Enix ID, do you have that piece of information?
You: Thats the correct ID. I'm currently logged into the Mog Station and it shows it right at the top of the screen
Agent Daniel C: You are correct my apologies. So it seems this issue has already been addressed. Did you have more questions on it?
You: What do you mean? The issue wasn't addressed yet. It was escalated once last week, and now the ticket number has been removed from my account and there has been no update.
Agent Daniel C: Correct, at this point, we advise you to wait for the service to fully complete. You should receive an email when this process has occurred.
You: So there is no way to know if it has been completed besides that? Others are reporting much faster turnover rates, I'm just looking for reassurance that once escalated, the ticket and resolution are actively being worked.
Agent Daniel C: They are being actively worked on. However, the PS3 versions do take extra time, as Sony needs to be involved with this issue as well.
You: Should I realistically be expecting the full 2 week time frame then? Again, I'm just looking to have some specificity here. All emails and conversations thus far have been very ambiguous.
Agent Daniel C: I do understand, unfortunately we do not have any further information on the time frame other than 2 weeks maximum. I do apologize for the inconvenience.
You: Will this waiting period affect my free-trial period? I've only been able to play for 2 of the 7 days since release and each passing day cuts into that. Will I also be eligible for the additional 7 days that SE recently announced?
Agent Daniel C: I believe so, however I do not have the information in full. I would advise to check the forums periodically for more updates on this matter.
You: I see....is there any current method for checking the status of an escalated ticket? Or am I to just continuously check the Mog Station?
Agent Daniel C: At this time, the Mog station is your best resource for checking on this issue.
You: Ok
Agent Daniel C: Are there any different issues I can assist you with right now?
You: That's it
Agent Daniel C: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Daniel C has disconnected.

So there you have it. I think the PS3 bit might be the first we've seen of that information, but I've admittedly only read about 75% of this thread so I may have missed it. It does seem very annoying that some people are having there's worked much faster than others. Not to mention that, if the issue isn't fixed within the 2 week period...we have to start over from scratch again and I doubt they do anything to compensate for the issue. So that's all, no more calling or chat queue'ing for me until next Thursday I suppose. Hopefully it's fixed before then but at this point I have little to no faith in their support team.

Wow no wonder I'm getting 'jumped' by others escalated tickets, playing on the ps3. I just don't even.