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

[KilLMNOP]

Yeah I got pissed at the end...

Agent Ricardo L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: thank you
Agent Ricardo L: While I look over your ticket information, may I have your first name please?
You: Eli
Agent Ricardo L: I see that you need to merge service accounts correct?
You: correct service account 3 has my PS3 reg. I need it on service account 1
You: which has my character
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: that should be everything
Agent Ricardo L: i see here that you have already called us in regards to this issue.
You: correct and ticket 2662011 was closed, with bad information
You: it mentions something about PC... this is PS3
Agent Ricardo L: The ticket has already been escalated, that's why it was closed.
You: so i had to open a 2nd ticket
Agent Ricardo L: Let me check.
Agent Ricardo L: I have it here escalated as ps3
You: why does ticket 2662011 have PC on it then?
Agent Ricardo L: All you need to do is just wait for the request to be process.
You: how long?
You: my first ticket is over a week old.
Agent Ricardo L: I do not know. There is no ETA
Agent Ricardo L: It says here
Agent Ricardo L: that you process the request 2 days ago. If it is not done today, it could take up to 2 weeks.
You: 2 MORE weeks???
Agent Ricardo L: Could take less.
You: people are getting new PS3 codes as of yesterday. its all over the forums
You: some are getting them over the phone today...
You: it was posted chat is the quickest to get new codes
Agent Ricardo L: You escalated the ticket two days ago. Waiting time starts from the 3rd of this month
You: what about this ticket?
You: one second
You: 2658057
You: that was created even before the form came out
You: responded to on 8/30
You: nothing since then....
You: and why, with ticket 2662011 does it say PC version?
Agent Ricardo L: Not sure why it says windows, but the ticket has Playstation information. We go by the information provided by you only.
You: the ticket clearly reads PS3.
You: i did not change the ticket to PC....
You: that was done when it was closed
Agent Ricardo L: All you need to do is just wait for the change to take effect.
Agent Ricardo L: Everything is Playstation, no changes were made for pc.
Agent Ricardo L: Are there any different issues I can assist you with right now?
You: yes.
You: since i am losing weeks of free play time, how will that be handled?
Agent Ricardo L: Players have been awarded 7 extra days. This was added yesterday.
You: to an account i cannot use...
You: whats the point of adding time to my service account 3??? i cannot use it
You: adding time does nothing to it.
You: also, why can i not see my esclated ticket?
You: how will i be informed of the changes?
Agent Ricardo L: You will see the changes on Mog Station. Please check daily. There is no email stating that your changes have been made.
Agent Ricardo L: Escalation happens internally. There are no messages sent. At the day of escalation, the agent should have informed you that your ticket was escalated.
You: so i am expected to check the mog station daily... for 2 weeks... with no guidance any where from customer "support" in the hopes that possibly something is fixed on a product i paid money for?
You: thats "escalation"?
You: someone MUST have told you and your peers SOMETHING about timing, when it would be fixed, what is being done... its been an issue for weeks now.
You: literally hundreds of thousands of users are affected...
You: i KNOW people are getting new PS3 codes... over the phone and e-mail for tickets younger than mine. its public forumn..
Agent Ricardo L: Unfortunately the information you have gathered is inaccurate.
Agent Ricardo L: I do apologize for the long wait'
Agent Ricardo L: That is the procedure we have to follow in order to make sure this does not happen again.
Agent Ricardo L: We do not give out Playstation3 codes.
You: http://forum.square-enix.com/ffxiv/t...ccount/page742
You: for page 742 forward....
Agent Ricardo L: Unfortunately i don't have internet access on this machine and i will not be able to check that site.
You: "I also received my new code over the phone! I don't have my CE items in the mail. But I'm so happy to be playing my character again I can do without them for a while "
Agent Ricardo L: Any different issues i can help with?
Agent Ricardo L: Seems inaccurate. We do not provide Playstation 3 codes. However we do provide windows codes
You: "well somebody just confirmed that they do give out codes on chat:"
You: i mean... you better get some mods on the forumns then
You: people are responding like wild fire
Agent Ricardo L: That user was probably speaking in regards to a windows code.
Agent Ricardo L: Unfortunately people are posting faster than we can check.
Agent Ricardo L: That would be the cause of the confusion.
You: "I have great news everyone! I called the support line as soon as the clock on my struck 12pm EST. my call was answered within a matter of minutes. I reached Daniel and he was able to give me a new ps3 code on the spot. I asked him what the best way of getting this issue resolved was and he said to call/use live chat. He knows people are getting disconnected but he admits that it's the fastest way to see results for everyone! Going to go enter my code now! Wish me luck!!! X)
Also: PS3/NA
physical CE
made my ticket on the 28th or the 29th
Never got it escalated because I could not get through "
You: either 100s of people are liars or.... something else....
Agent Ricardo L: Oh, this user is speaking in regards to early access codes.
Agent Ricardo L: Since it was on the 28th
You: I HAD EARLY ACCESSS
You: my ticket is FROM AN EARLY ACCESS
Agent Ricardo L: We did had a few in regards to that.
Agent Ricardo L: Your case is completely different.
Agent Ricardo L: You need to link your service accounts.
Agent Ricardo L: He needed a new code for invalid/wrong region reasons.
Agent Ricardo L: I can see where the misunderstanding could have taken place
You: NA—PS3
Made my ticket last week Tuesday and finally got my fix today. They will be sending you a email with a new code. Still bogus the way webeen treated from dc live chat to cs hangups. Me getting my code hbase done nothing to change my disappointment. Se I'm ashamed of you.
You: how could you even know that from the text i gave you?
You: i just need my SUB. removed from account 3 and a new one given so i can apply to account 1
You: that is is...
You: thats it
You: idc how that happens
You: the insane
Agent Ricardo L: I understand. Your ticket has been escalated and you just have to wait patiently.
You: "create a new service account default" screwed me
You: dude... listen.... we have been waiting for weeks. I watied 4.5 hours to just talk to someone... anther 2.5 to talk to you.
You: i am sick and tired of waiting.
You: why wait THIS LONG for things i paid for.
Agent Ricardo L: Sorry, but there is nothing else we can do.
You: escalate this ticket then
You: i want AS MANY tickets in the escalation as possible
You: take ALL my tickets and do that.
Agent Ricardo L: Sorry, but your ticket has been escalated in regards to your service account. We cannot escalate the same ticket twice.
You: THIS ticket isn't escalated
You: 2662011 is
Agent Ricardo L: If there are no different issues i can assist you with, i will have to terminate this chat as i have high volume of chats. I have already addressed your issue.
Agent Ricardo L: That ticket is in regards to your previous ticket.
Agent Ricardo L: Therefore, it cannot be escalated.

[Finn_Caetoh]

Just got my email with my new PS3CE (NA) code from SE. Originally put in my ticket on 8/29.

[Fara]

It said that for me as well (several days before I received email with code and after I escalated it). I think what it means is simply that it's closed and you can no longer cancel it (as that was the purpose of the supplied link). As far as I know, closing the ticket is standard procedure after escalation.

[Xurakai]

Damn my ticket changed from Open to Closed Please Respond and nothing has changed, Anyone else have this problem?

[Hyunseo]

Please include when you got your ticket escalated! Thank you!

[Scabhead]

I can't get through to chat support. When I try it just creates new tickets and tells me that I have to return to that page in 7 days to access chat. I submitted the form for the first time on Aug. 29th and received confirmation on the 30th. Thought I'd be patient and let them sort it out but apparently that's not how it works.

[Wyvernheart]

Cs calling us on lies when we have no reason to do so is bull. Glad I wrote them a nasty letter.

[Kontralire]

Well that's just a bummer Kontralire, I seriously hope you get the problem resolved. Be sure to drop by and let us know what happened in case it happens to someone else!

UPDATE: I got through to Agent Thomas A after waiting for roughly 4.5 hours, took 3 tries in the queue as well. But it got resolved thankfully! Chat below:
---Agent Thomas A: I am looking into this case Michael.
---You: Thank you so much, I really want to play my original character
---Agent Thomas A: I have reported the situation ahead and can only apologize for the trouble. I can confirm that the service has now been added to service 1.
---You: Okay, so just to be sure again...
---You: Acct 1, the one with 2 characters named Kontramina, has time
---You: And acct 2, the one with Momo, is going to be removed?
---Agent Thomas A: Yes, you can confirm this at sqex.to/Msp.
So it turns out that Agent Kristian H did get the accounts backwards. A little aggravated, but I'm sure all the agents are a bit stressed, and that was at ~10:30PM EST. I'll just put it down as an accident/human error, the reason most of us are here in the first place.
But I guess the lesson to take from this is to make sure the agent got it right while you have them in chat. Don't let them go until you see your account fixed for yourself!
See you in game!

[Clicked]

Called the support phone number, exactly when they opened, busy tone.

Been on chat que for 2 hours, no agents.

Another day wasted lmfao, this is a fucking joke I swear, I've been trying to fix this since Early Access and I haven't been able to get in touch with a SE customer support person. How long is this shit gonna go for seriously?

#3 in queue for 20 mins, #2 for about 45 mins, so far in #1 for about 20 mins.... >=(

[Skrattybones]

Sitting in position 5 of the live chat queue. Queued 1 hour and 57 minutes ago. With wait times like that I'll be able to queue 4 or 5 more times before they close support for the day again. Let's see if I get 'no agents are available' all day again today.