Account suspended, help?

[Yurimi]

If they don't want to play nice with you then play mean with them, do a full charge back of everything the company has charged you, who needs a refund take it all, SE already says you did it so why not make it true.

[Estellios]

Hopefully a rep or someone that can help Tooka out is able to see this. It's really disheartening that we finally find a FC member that fits in really well with our group and we are finally able to run content at all and this mess happens. The possibility that she will lose her character permanently without any sort of way to get it back is atrocious considering both the fact that this game takes as much of a time investment as it does and the fact that this is likely an error on SE's part that Tooka has nothing to do with.

[Gaddes]

So I called them and they wanted me to write a letter to them and to the bank among other things. What happened was that my bank issued me a new cc after Target had the huge amount of data stolen. When SE tried to bill my card it didn't go through of course. I saw there was an error, I called them, they wouldn't tell me what it meant, they just said pay with crysta from now on... ok, so I did. Then suddenly 24 hours after I make a second payment with crysta my account gets banned. Mind you, I don't owe them any money since I paid with crysta when the payment to the old account didn't go through.

At this point I chose to not send the letter since this is so unnecessary hassle when I am not at fault. With any other company when there's a problem like this it is resolved as soon as payment is issued. I just don't understand why do they choose to operate in such a way. Apparently the CSR said that this is a big deal with their bank and it reflects poorly with them. I hope this doesn't happen to anyone else, please be mindful whenever you change your credit card number with SE as they won't send you a reminder or work with you for a simple, quick resolution. Now they also don't want to refund my last payment made with crysta (which is what THEY told me to do) and have sent to me deal directly with Ultimate Pay and I can't understand how they as intermediaries will help with this situation since I paid them and they already passed that to SE as my crysta balance is listed as 0 after the payment went through.

Oh well. There goes all my fun/work.

Man that really sucks. I'd say it might be worth writing a letter if they have a specific form letter you can fax them... I think I had to fax them some sort of paperwork back in the day when my ffxi account had gotten hacked a few years back (this was before the security key). From the time I sent them the declaration form to the time I got their resolution it was a little over a week... so it's still possible they could resolve your issue in around that time.
Now, if you go through that work and they deny you your account, and they deny refunding the crysta you actually paid for, I'd say go ahead and file a chargeback for that. You'd be permabanned from their decision anyway, it's not like they could do anything worse to your account (since they're claiming you did a chargeback anyway). Then, honestly if it was me I'd stay away from SE products because I wouldn't want to give my money to a company that closed my account like that. Don't get another account, don't buy another copy of the game; if you do it's almost like they totally got away with scamming another whole game's worth of cash out of you.

I hear Wildstar's a pretty fun game...

[Transmigration]

People get suspended/banned all the time for no reason other than suspicion. The sad thing is that SE's customer service is like banging your head in to a solid wall of rusty nails. I reeaaally miss Blizzard when it comes to service. It's incredible how nice, accessible, and prompt that company is with their customers. They truly go beyond what you'd expect from a game company.

[SirSaber]

Well, this will be my last attempt tomorrow, I will gather all the credit card numbers I've had since the beginning of the year from my cc companies. I'll have them check all if none of those is the right one then my account was definitely compromised. Maybe that will provoke some action? Who knows, at this point maybe a new game might be better. I was so close to my animus weapon and I cannot see myself going through all that again.

Thanks for the sympathy and empathy. It's just hard to lose the little bit of me time I get every day after work and kids hehe.

Hello Tooka,

Please keep us updated about your issue.

[Estellios]

Regrettably Tooka can't even reply on the forums becuase now she's not allowed to post as her account isn't active, at least when she told me about this yesterday.

This makes no sense SE, she was playing without issue 2 days ago.

[Tooka]

Ha! My pc bypasses the ban since I never logged out. I cannot log in from my phone so if someone this session drops I'll be out for good . Nonetheless rogue lala will tell her story...

So By now I've made about 10 calls to SE and 10 calls to Chase (who have been nothing less than awesome throughout this ordeal). Square finally told me that somehow the payment made in April was with a credit card from Chase with my name on it, after calling them 10 times and having them be annoyed every time I say my name . So I thought, ok, maybe Chase is wrong, there's another number or something and I just don't remember and it is my fault, I'd be cool with that and take ownership. Chase checked under my social security number and I have no other accounts with them at all besides the ones I gave them which they say are not the ones that issued the charge/chargeback. At this point on my accounts that are verifiable through my social the payment for April was just never charged by SE.

SE refuses to talk to Chase even though chase is willing to call them. SE does not include the last 4 digits of the card used to pay in your statement or email confirmation of payment. Every other merchant does think Amazon, Newegg, etc. So they cannot give me any more information and say that somehow Chase LOST this transaction. Seriously, Chase Visa, who handles millions of customers cannot find or lost a transaction after I spoke with CSRs, manager, fraud division and dispute division.

At this point, forget my character, I want to know how is there a card from a bank I use with My name on it used on another one of my accounts that is somehow not linked to my social with Chase. If something smells fraudulent it is this. They claim they cannot give me the last 6 digits for security reasons but they also says they either don't keep or don't have access to IP logs or any sort of transaction logs for my SE account. IE they cannot tell me if the access on the day that the credit card number was changed was from my usual IP. I am not sure if they have a fraud's department but I am going to try to see if they do because now I am worried about identity theft, etc and not only having access back.

It's been frustrating, infuriating and now scary and they just won't help or even talk to Chase. I'm at a a loss but I will keep trying to find out how can something like this happen because it just doesn't make sense. If I do lose access I'll try to update through Estellios if that's ok with him. Thanks for keeping the thread alive, the sympathies and support.

Warmly,
- Tooka (still home today with a sick baby on my lap while I'm on the phone, good thing baby's just sleeping while she recovers so she doesn't see me so upset lol)

[Estellios]

Good to hear from ya Tooka. Hope the baby feels better soon!

[Black91CRX]

My account was suspended after I downloaded and installed 2.28 All I had to do was log into Mog station and update my password. No harm done.

[Tooka]

That's the first thing I did but nothing happened. I think my first mistake was to call them. It's only been harder and harder the more I call. It's also quite terrible to feel their animosity and irritation the second they know who it is. I just want the problem fixed and to find out how and where this unknown credit card with my name which no one has record of appeared on their system....