HOW SQUARE ENIX TRULY TREATED ABYSMALLY

[Rivxkobe]

I mean, how does one accidentally ask for a refund/get a chargeback on their account for a service they paid for?

Honestly, if I was the rep I would assume you were attempting fraud as well. However, I do not think it is right that they didn't transfer you to a higher up. I work in a call centre and we have to immediately transfer the call if it is requested. Mainly because they are better equipped to handle belligerent customers and can put their foot down.

However, if you can explain it without being aggressive and rude I don't see why they wouldn't attempt to help you. I'm not sure you were nice though.

We don't really have the whole story though so meh.

[DominusMaiku]

I mean, how does one accidentally ask for a refund/get a chargeback on their account for a service they paid for?

Honestly, if I was the rep I would assume you were attempting fraud as well. However, I do not think it is right that they didn't transfer you to a higher up. I work in a call centre and we have to immediately transfer the call if it is requested. Mainly because they are better equipped to handle belligerent customers and can put their foot down.

However, if you can explain it without being aggressive and rude I don't see why they wouldn't attempt to help you. I'm not sure you were nice though.

We don't really have the whole story though so meh.

Oh I was extremely nice - at first. I worked in a call center and understand that the person answering has no control over any current situation. However, after asking to be transferred multiple times and he refusing - that got me heated because now my field is actually legal and I knew what he was doing/saying was all serious business. And listen, I am not a hateful/whining person but if im upset (regardless of right or wrong) just allow me to vent and do your job of following the appropriate procedures, ya know? Other than that, I've NEVER had a problem with SE and actually love all the great gaming they add to my busy life. But I am refuse to back down when someone goes out of their way to purposely deny me my rights - hence, the post.

[Edax]

that got me heated -snip-
just allow me to vent and do your job -snip-
I am refuse to back down

Again, this sounds like you are the one treating Square Enix abysmally. Not only do you admit to abusing their employees, but you haven't even shown Square Enix is at fault over your payments. And now you're insulting Square Enix's employees on a public forum.

[Vidu]

Oh I was extremely nice - at first. I worked in a call center and understand that the person answering has no control over any current situation. However, after asking to be transferred multiple times and he refusing - that got me heated because now my field is actually legal and I knew what he was doing/saying was all serious business. And listen, I am not a hateful/whining person but if im upset (regardless of right or wrong) just allow me to vent and do your job of following the appropriate procedures, ya know? Other than that, I've NEVER had a problem with SE and actually love all the great gaming they add to my busy life. But I am refuse to back down when someone goes out of their way to purposely deny me my rights - hence, the post.

"YOU ACQUIRE NO OWNERSHIP OR PROPERTY RIGHTS IN ANY CHARACTER OR OTHER IN-GAME VIRTUAL GOOD, AND ARE ONLY LICENSED TO USE SUCH CHARACTERS AND ASSETS ASSOCIATED WITH YOUR FFXIV SERVICE ACCOUNT SUBJECT TO THE CONDITIONS SET FORTH IN THE AGREEMENTS. YOU AGREE THAT YOUR FFXIV SERVICE ACCOUNT AND ANY VIRTUAL GOODS AND CHARACTERS DO NOT HAVE ANY MONETARY VALUE. SQUARE ENIX MAY SUSPEND, TERMINATE, MODIFY, OR DELETE FFXIV SERVICE ACCOUNTS, CHARACTERS, VIRTUAL GOODS, OR THE SERVICE ALTOGETHER, AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE OR LIABILITY TO YOU." - https://support.na.square-enix.com/r...2&tag=users_en

Sorry for all caps, thats not my doing - its a quote from the ToS you agreed to when you installed the game. While I'm wishing you all the best in resolving the issue (your bank might be a good place to start), I figured it might not be to bad to remember this bolded, all-caps part at the very beginning of the ToS before talking about what they legally can or cant do.
Suspending your account at any time for any or no reason given to you is well within their rights and you agreed to that. Your anger and frustration are still understandable but you should keep this in mind before you make matters worse.

I work in the legal field and so I appreciate their efforts to avoid fraudulent activity but alas, "ownership" over material still has to have a "due process" before absolute termination. Example: If you own a house and someone missed rent - you can't kick them out. You have to give notice, allow it to expire, then allow law suit to initiate, have a hearing, then get a writ that allows the authority to physically remove tenants.

Yeah, except they dont - as stated in the ToS you agreed to. This isnt real life rent and you dont own anything in game - you actually agreed that they dont have to give you notice or reason at all.

[DominusMaiku]

"YOU ACQUIRE NO OWNERSHIP OR PROPERTY RIGHTS IN ANY CHARACTER OR OTHER IN-GAME VIRTUAL GOOD, AND ARE ONLY LICENSED TO USE SUCH CHARACTERS AND ASSETS ASSOCIATED WITH YOUR FFXIV SERVICE ACCOUNT SUBJECT TO THE CONDITIONS SET FORTH IN THE AGREEMENTS. YOU AGREE THAT YOUR FFXIV SERVICE ACCOUNT AND ANY VIRTUAL GOODS AND CHARACTERS DO NOT HAVE ANY MONETARY VALUE. SQUARE ENIX MAY SUSPEND, TERMINATE, MODIFY, OR DELETE FFXIV SERVICE ACCOUNTS, CHARACTERS, VIRTUAL GOODS, OR THE SERVICE ALTOGETHER, AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE OR LIABILITY TO YOU." - https://support.na.square-enix.com/r...2&tag=users_en

Sorry for all caps, thats not my doing - its a quote from the ToS you agreed to when you installed the game. While I'm wishing you all the best in resolving the issue (your bank might be a good place to start), I figured it might not be to bad to remember this bolded, all-caps part at the very beginning of the ToS before talking about what they legally can or cant do.
Suspending your account at any time for any or no reason given to you is well within their rights and you agreed to that. Your anger and frustration are still understandable but you should keep this in mind before you make matters worse.



Yeah, except they dont - as stated in the ToS you agreed to. This isnt real life rent and you dont own anything in game - you actually agreed that they dont have to give you notice or reason at all.

While I understand their policy - there is a reason law suits and class actions suits happen (which is my specialty and field) - sometimes people think that because a large company puts in their property rights "ITS OUR GAME AND WE DO WANT WE WANT AND YOU AGREE WITH THAT" does not necessarily give them that right, actually. Hence, why there are so many different sorts of laws from company/state/federal...etc. Those laws are there to protect people from becoming victims of "Ownership".

[galbsadi]

While I understand their policy - there is a reason law suits and class actions suits happen (which is my specialty and field) - sometimes people think that because a large company puts in their property rights "ITS OUR GAME AND WE DO WANT WE WANT AND YOU AGREE WITH THAT" does not necessarily give them that right, actually. Hence, why there are so many different sorts of laws from company/state/federal...etc. Those laws are there to protect people from becoming victims of "Ownership".

So, um....good luck with that. However, if this is really true, and you're not just some overzealous kid on the Internet, you would know that you might want to keep discussion of this away from their forums where you'd be effectively allowing them to prepare for any said actions ahead of time.

Further, full stop: if you're gonna take legal action...do so, don't threaten it. Threatening it won't benefit you in any way, especially, again, on the official forums that they own.

[DominusMaiku]

So, um....good luck with that. However, if this is really true, and you're not just some overzealous kid on the Internet, you would know that you might want to keep discussion of this away from their forums where you'd be effectively allowing them to prepare for any said actions ahead of time.

Further, full stop: if you're gonna take legal action...do so, don't threaten it. Threatening it won't benefit you in any way, especially, again, on the official forums that they own.

1) I do not intend on taking legal actions bud, while I am angry, I cannot blame SE for their customer service rep. - Like any forum, I just came in here to voice frustration over the incident that occurred and hopefully it's heard by higher up in the company so THEY can avoid future issues.
2) While movies lead you to believe that you should not say something that could hurt you - it's not how it works. If you sue someone, it's done by putting all the facts (like the ones I've stated in this forum) of the incident for which the Plaintiff plans to sue. The Defendant, in this case SE, would still have time to prepare responses to the complaint and affirmative defenses.
3) Alas, I know you're just helping and I really do appreciate your looking out and I promise I was just perplexed by the customer service overall - because everything else was actually quickly handled. But a notice really wouldn't hurt their relationships with their fellow customers and would actually reduce their calls/chats because it would be addressed before it escalates on most cases.

[GenBroadaxe]

1) I do not intend on taking legal actions bud, while I am angry, I cannot blame SE for their customer service rep. - Like any forum, I just came in here to voice frustration over the incident that occurred and hopefully it's heard by higher up in the company so THEY can avoid future issues.
2) While movies lead you to believe that you should not say something that could hurt you - it's not how it works. If you sue someone, it's done by putting all the facts (like the ones I've stated in this forum) of the incident for which the Plaintiff plans to sue. The Defendant, in this case SE, would still have time to prepare responses to the complaint and affirmative defenses.
3) Alas, I know you're just helping and I really do appreciate your looking out and I promise I was just perplexed by the customer service overall - because everything else was actually quickly handled. But a notice really wouldn't hurt their relationships with their fellow customers and would actually reduce their calls/chats because it would be addressed before it escalates on most cases.

This big issue here may have been you asking for legal information to a front line support rep. In our offices if a customer states' I'm am taking steps to take legal action against you' then our agents will tell them that they can have their lawyer contact ours in writing, but we won't (and honestly can't) transfer to our Legal Department. Depending on the situation we would be bound to not provide any additional support unless it's cleared by the legal team first. If there's ever any situation with any sort of account payment, but best first step would be to get the information from your bank and see about contacting an accounting department who can get holds or freezes removed.

Companies are able to refuse service if they have reason to do so. If there's a miscommunication or an issue between a customer's bank and our company we can get it sorted, but companies can absolutely (and legally) cut someone off from accounts if they have justification. I say this as someone who's seen our legal council do it before.

[DominusMaiku]

"YOU ACQUIRE NO OWNERSHIP OR PROPERTY RIGHTS IN ANY CHARACTER OR OTHER IN-GAME VIRTUAL GOOD, AND ARE ONLY LICENSED TO USE SUCH CHARACTERS AND ASSETS ASSOCIATED WITH YOUR FFXIV SERVICE ACCOUNT SUBJECT TO THE CONDITIONS SET FORTH IN THE AGREEMENTS. YOU AGREE THAT YOUR FFXIV SERVICE ACCOUNT AND ANY VIRTUAL GOODS AND CHARACTERS DO NOT HAVE ANY MONETARY VALUE. SQUARE ENIX MAY SUSPEND, TERMINATE, MODIFY, OR DELETE FFXIV SERVICE ACCOUNTS, CHARACTERS, VIRTUAL GOODS, OR THE SERVICE ALTOGETHER, AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE OR LIABILITY TO YOU." - https://support.na.square-enix.com/r...2&tag=users_en

Sorry for all caps, thats not my doing - its a quote from the ToS you agreed to when you installed the game. While I'm wishing you all the best in resolving the issue (your bank might be a good place to start), I figured it might not be to bad to remember this bolded, all-caps part at the very beginning of the ToS before talking about what they legally can or cant do.
Suspending your account at any time for any or no reason given to you is well within their rights and you agreed to that. Your anger and frustration are still understandable but you should keep this in mind before you make matters worse.



Yeah, except they dont - as stated in the ToS you agreed to. This isnt real life rent and you dont own anything in game - you actually agreed that they dont have to give you notice or reason at all.

Actually that's incorrect, again.
1) this IS real life as this is real money and a real problem.
2) Because they have in the agreement "We don't have to notice you" does not make it federal law - which when they become a company they sign in all their little agreements they have to abide regardless of their own in-company policies. An owner of a property can add in an agreement "We do not need to give notice" and a judge would laugh at because it doesn't necessarily follow federal/state law.