Losing a long time customer.

[Ebaytoon]

If you really think it's just a "sob story" I suggest you read this from another thread. In this persons case its SE flat our stealing from customers. The Fair Credit Billing Act is federal law, not a sob story.

My conversation with an SE customer service agent via Live Chat. They aren't even worried about this issue.

Agent: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent: While I look over your ticket information, may I have your first name please?
You: *****
Agent: Hi ***** Error 601
Agent: ?
You: Yes
Agent: Ok usually the Square enix service is blocking the card. If you want the quickest resolution i would suggest purchasing a Ultimate pay card and you can use that to get crysta.Or you can wait 24 hours and try the card again.
You: The problem seems to be on your website. I spoke with my bank again and they have informed me that you were payed yesterday for my subscription. I should not be inactive.
Agent: One moment
You: My account and my husbands account are on subscription using the same bank account. Both payments were taken out yesterday at 8AM
Agent: And he has the days on his account and not on yours correct
You: No, we are both showing inactive
Agent: Ok
Agent: one moment
You: We even tried purchasing an Ultimate pay card and crysta, both got an Error 601. So, those do not work either.
You: We set up Automatic Renewal when we purchased Collectors Edition Upgrade.
Agent: Ok the Charges could still be pending and might go through later or might decline im not quite sure what is causing the issue but the best bet if you tried adding the card multiple times the account could be on hold for about 24 hours. so i would try again tomorrow after 1:30pm PST
You: No, the payment is not pending. You were payed.
You: You guys removed our payment information.
You: Reading the forums, there are numerous of people having this same issue.
You: When I spoke with my bank, you have received our payments. So the issue is on your end.
Agent: ok one moment please
Agent: Ok so I had one of my supervisors look at the account and the last charge that we see on the account was august 27th so it could just be waiting to show up on our side i do apologize for the inconvenience
Agent: Are there any different issues I can assist you with right now?
You: I want my account in active service.
Agent: Like I said the Charge may have been put on your bank but on our side we dont show any charge so i would wait till tomorrow and see if itll fix itself is the only thing i could recommend after 48 hours of your charge from the bank please call again and we could check to see if it has updated on our side
You: You guys took two 90 subscription amounts out of my account yesterday at 8am. I should have access to a service you already have been paid for.
You: 90 day*
Agent: Ok again please wait as it hasnt updated on our side so if it hasnt been fixed in 48 hours after the charge please contact us back
You: We have never had this issue before with any other games/service from SE.
You: Fine.

[Malzian]

Yeah a completely broken game we should all just shut up because who cares if you can't subscribe or play?!

Do you realize how stupid you sound?

I question your definition of a 'completely broken game'. The game isn't broken... their customer service sucks.

If you really think it's just a "sob story" I suggest you read this from another thread. In this persons case its SE flat our stealing from customers. The Fair Credit Billing Act is federal law, not a sob story.

Denote... the Fair Credit Billing Act is a federal law..... in the United States. Square-Enix is based in Japan and as-such, only the NA branch would be subject to this law. However, because the NA branch isn't the branch that is actively engaged in billing (The NA branch of SE only provides service), then the billing department of SE is not subject to this law.

[Ebaytoon]

I question your definition of a 'completely broken game'. The game isn't broken... their customer service sucks.

So a large quantity of the player base is unable to play the game. How is that not completely broken?

[Malzian]

So a large quantity of the player base is unable to play the game. How is that not completely broken?

I reiterate... the game, in and of itself, from the standpoint of the software itself... is not broken. When you actually -are- able to connect and play, the game works fine with an acceptable amount of standard bugs.

It is the -servers- and the -customer service- that are to blame for people not being able to play. Two distinct entities... if you want to see a game that is completely broken, look here: http://www.youtube.com/watch?v=SMnMOEB1zmE

There is a difference between a game that is unplayable under any conditions, where you can get in and nothing works at all (that would be completely broken) and a game that functions fine when you can get in, but simply are unable due to the service associated with that game being terrible.