Account suspended, help?

[Tooka]

Yeah, I know it sounds whiny in a way and I almost want to do what they want but it seems a matter of principle now. I'm not at fault, why should I jump through so many hoops just to pay them? If I could do it online or through phone I'd even be happy to pay a fine but their system just seems archaic, inefficient and places the blame and responsibility on me when I'm not at fault .

[ispano]

Yeah, I know it sounds whiny in a way and I almost want to do what they want but it seems a matter of principle now. I'm not at fault, why should I jump through so many hoops just to pay them? If I could do it online or through phone I'd even be happy to pay a fine but their system just seems archaic, inefficient and places the blame and responsibility on me when I'm not at fault .

It's because most companies take chargebacks VERY seriously. I'm not saying you did it, but they're always initiated by the customer. Most companies refuse to do business with someone who does a chargeback in the first place.

[Kaeda_Valentyne]

New to the whole forum thing, but I have a question was it a credit card or a debit card?

I ask because something similar happened to me with my debit card and the whole thing with Target, resulting in a missed auto bill pay. After that I had it changed to auto draw from my account not the card number so something like that wouldn't happen again.

I brought it up because it might be a better option for SE billing if you could choose to auto pay that way. Then no ones subscription would not be paid because they forgot about getting a new card number. SE would get their money on time and players could continue to play the game

[Teppie]

Yeah, I know it sounds whiny in a way and I almost want to do what they want but it seems a matter of principle now. I'm not at fault, why should I jump through so many hoops just to pay them? If I could do it online or through phone I'd even be happy to pay a fine but their system just seems archaic, inefficient and places the blame and responsibility on me when I'm not at fault .

If square did to me what they're doing to you, I wouldn't even try as hard as you, I'd just give up and never touch a square enix game again.

[Tooka]

It was a credit card . My CC cannot find a charge back, se insists there is one and apparently even if I wrote the letter they can't guarantee I will get my account back. It would also take a month just to find out the outcome. By then my fc would b so far ahead of me and probably I would have lost interest anyway .

[Tooka]

I wouldn't normally be so persistent but I've been playing since beta. I didn't play 1.0 because the beta was terrible and I had high hopes for ARR. Now they tell me that the payment came from some other card. I give them all my card numbers, they say none of those is the right one. They won't even tell me if the card used was on my name... The SE account gives me no details just no recourse. So after all, no resolution possible anyway.

[Sove92]

I wouldn't normally be so persistent but I've been playing since beta. I didn't play 1.0 because the beta was terrible and I had high hopes for ARR. Now they tell me that the payment came from some other card. I give them all my card numbers, they say none of those is the right one. They won't even tell me if the card used was on my name... The SE account gives me no details just no recourse. So after all, no resolution possible anyway.

They cannot legally tell you whose card was used for the payment.

[Awrini]

Should've bought a security token. Sounds like someone hacked your account made a payment and did a chargwback... Sucks but some people are just evil.

[Tooka]

They cannot legally tell you whose card was used for the payment.

I just wanted yes or no, was the card in my name. It's just so frustrating after being a fan all these years, playing the console games, playing xi and having had no history of issues that absolutely nothing can be done. I'd be fine with a penalty fee and only being allowed to pay with crysta from now on, idk, something!

[Yurimi]

I just wanted yes or no, was the card in my name. It's just so frustrating after being a fan all these years, playing the console games, playing xi and having had no history of issues that absolutely nothing can be done. I'd be fine with a penalty fee and only being allowed to pay with crysta from now on, idk, something!

This is SE support we are talking about where its less work to start from scratch then get the result that is fair for both parties. Heaven help anyone who gets Jordan G. as their support rep.

In any other game the first thing they would do is check your IP logs to see if any unusual activity has taken place. For SE its nope sorry you did it and we dont care lalala WHY DONT YOU LOVE US ANYMORE.

I compare this games customer support quite often to Blizzards, Wildstars, and even back in the day games like rift at least when they couldnt help you decently you would get credit to the in game shop. I know the hardcore defenders of SE will attack any naysayers but please understand from a business standpoint customer support is a basic level service its not something you can simply shrug off. This above any in game complaints is the one place they need to step up first. Other companies do far better at making sure that if their customer has an issue they are assisted in a way that helps maintain them as a customer. My account was banned because of illicit action on WoW 15mins on live chat with teir customer support they pulled the IP logs to find I was logged in via a foreign IP address and the account termination was reversed all my items were returned and I was able to continue playing less than 30mins later. Had an issue in wildstar where I couldnt play on the EU servers do to region locking the accounts during beta. 2 days after headstart they manually swapped my account and my game to the EU region so I could play with my friends (and were very apologetic on the turnaround time even though they were swamped do to it being a new launch game). This is the biggest and most legitimate complainted anyone can have against SE. They have extremely subpar customer support within the industry.