Thanks SE...

[TonyMontana]

For further alienating your remaining and dwindling player base. This morning I wake up to find that I've been charged $47.94 to my credit card. This in itself is not a big deal. However, it is a big deal when I already went to my account and made the available billing changes necessary so that a previously existing Crysta balance of 10,000 Crysta should have been subtracted from for the restart of billing today instead of charging my credit card.

Now, I called SE customer support and was literally on the phone with them for an hour and a half to try and get them to reverse the charge and all they did was give me the run around. I opened 5 service tickets with them. Then when I'd finally had enough with having my intelligence insulted by their rude CS agents, I told them fine, if they acted like they couldn't do anything to remedy the situation I would just call and dispute it with my CC company.

So what was their retort? "Sir if you do that your account will be banned and you won't be able to play FFXIV." At that point I was just like. "Fine, your CS department obviously doesn't know how to handle customers and I guess that's what I'll have to do to get this transaction reversed."

Bottom line is, they need to streamline their billing into one unified system instead of all this third-party crap. This was an error on their part, not mine and I should have been refunded instantly, instead of threatened with an account ban for attempting to get money back that shouldn't have been charged in the first place...SE if you know what's good for you, you'll train your CS agents a little better and make it easier for the customers to be billed or you're going to be in deep ish down the line...more so than you already are in terms of this game's population.

Sorry for this rant since I don't normally come to the forums to do this, but just wanted everyone to have yet another example of why SE sometimes has a bad reputation with its customer base.

Did you know to be a customer support rep for SE you are not even required to have ANY college exp at all?

[Jennestia]

Did you know to be a customer support rep for SE you are not even required to have ANY college exp at all?

Did you know, a CSR for any company is basically the same as you're following a script 99% of the time and knowing how to read doesn't take a college degree?

[TonyMontana]

Did you know, a CSR for any company is basically the same as you're following a script 99% of the time and knowing how to read doesn't take a college degree?

No I didnt know that. Good to know tho!

[Delsus]

Did you know, a CSR for any company is basically the same as you're following a script 99% of the time and knowing how to read doesn't take a college degree?

This is true, even if you have a problem with a PC you bought, the CSR from the store (if you phone them) hardly knows anything about PCs, when you tell them whats wrong they just read what you should do from a script, like "make sure the vents arent blocked" or "dont use a laptop on a bed".

Hell one time when I had a problem with my laptop because of heat the rep (this was in store) couldnt even spell heat sink right (lol heatsync), and he was supposed to be an "expert".

Just a lil addition to this.

[Ptolemy]

Did you actually set the payment method as crysta?

[Saturn_Swiftfoot]

Did you actually set the payment method as crysta?

Yes, I selected crysta since this is how I originally purchased the 10,000 Crysta balance in 2010. I already had a click n' buy account set up to credit my account with additional Crysta when it was necessary to top up, but since I already had a balance on hand that's where it should have been taken from and not a secondary charge to my credit card. The problem is that the system is convoluted. Crysta should have been abolished prior to the restart of billing and any balances of Crysta should have been converted into the cash equivalent. Unfortunately, SE is slow to catch on to how this would confuse people if they've already got a balance on their account.

[Ptolemy]

Yes, I selected crysta since this is how I originally purchased the 10,000 Crysta balance in 2010. I already had a click n' buy account set up to credit my account with additional Crysta when it was necessary to top up, but since I already had a balance on hand that's where it should have been taken from and not a secondary charge to my credit card. The problem is that the system is convoluted. Crysta should have been abolished prior to the restart of billing and any balances of Crysta should have been converted into the cash equivalent. Unfortunately, SE is slow to catch on to how this would confuse people if they've already got a balance on their account.

didn't answer the question, again, Did you set your Payment method, as in telling SE where to withdraw, as crysta? if you did not have it set as crysta, it would go to your click and buy because that would be the only thing set up with information as you said just said

[darkstarpoet1]

didn't answer the question, again, Did you set your Payment method, as in telling SE where to withdraw, as crysta? if you did not have it set as crysta, it would go to your click and buy because that would be the only thing set up with information as you said just said

reread the first sentence. the question was answered.

"Yes, I selected crysta since this is how I originally purchased the 10,000 Crysta balance in 2010."

[Saturn_Swiftfoot]

didn't answer the question, again, Did you set your Payment method, as in telling SE where to withdraw, as crysta? if you did not have it set as crysta, it would go to your click and buy because that would be the only thing set up with information as you said just said

Yes, that is what I'm saying, to answer your question. Three weeks ago when they originally announced that we could log in and reactivate our billing, I selected Crysta. SE CS agents even confirmed this after five calls to them.