Another 601/401 thread...

[SmokeDemon]

I, like many of you, are having the above issue. I have talked to support several times, they refer me to GM's, who refer me back to the support team. Here is the most recent chat log...hopefully we can get this resolved soon, its pretty old already.

Agent Jordan R: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.


Agent Jordan R: Hello. We apologize for the inconvenience of not being able to reactivate the additional retainers. Unfortunately, we do not possess the tools need to temporarily reactivate the retainers. If you wish to recover any items from those retainers, we would suggest to contact a GM in-game and request an item recovery. Otherwise, you must wait 24 hours before attempting to use a CC/debit card for reactivation.


Agent Jordan R: We apologize for the frustration this may be causing you.


You: I contacted a GM as per your suggestion last time I contacted you. GM directed me back to you.


You: I noticed one of the other several threads on your forums, the support team requested a customer take a picture of their card, showing their name and last 4 numbers on it to verify its legitimacy, and then they would whitelist the card. Is this something you can do for me, as well?


Agent Jordan R: Unfortunately, submitting a photo of a Credit/debit card will not provide any use for this situation. Being as the billing system is fully-automated, we do not possess the tools to reactivate any content on the Mog Station. There is no person or persons overseeing the transactions and manually choosing which cards to decline. But once an error 401/406/601 is given, a 24 hour hold is placed on the account and any further attempts for payment will automatically get declined by the billing system. At this point, we can only advise to wait 24 FULL hours and try again tomorrow, preferably using a different browser and/or PC. Unfortunately, there is nobody in the Support Center with manual controls to the automated billing system and we do not possess the proper tools to bypass these errors. We sincerely apologize for the frustration this may be causing you, but unfortunately, we can only provide the suggestion to please remain patient and try again in 24 hours.


You: I have done this. several times now. I have used 4 different cards.


Agent Jordan R: At this point we can only suggest to contact a Gm and request a Game Data Recovery/Item Recovery request and/or wait 24 full hours before attempting to use the CC/debit card again.


Agent Jordan R: Please also note that once an authorization has been rejected, that form of payment cannot be attempted again for a full twenty-four hours, and any further attempts before that time will automatically be rejected.


You: I have waited 24-48 hours between each attempt, and I've done it with multiple cards


Agent Jordan R: That means once the payment is declined, any and all cards used will be automatically rejected for a full 24 hours.


You: I don't understand what you are able to do, since everything seems to be automated, what exactly is your job?


Agent Jordan R: We only handle issues with account login, security tokens, email addresses, mailing/billing addresses, and basic suggestions for account use. Unfortunately, we do not handle any issues with billing.


Agent Jordan R: We can only provide suggestions regarding billing issues.


You: I would like a phone number or an e-mail address of someone that I can contact that CAN help me with this issue, I'm tired of running back and forth between GM and support team referring me back to one another


Agent Jordan R: Unfortunately, the billing system on the Mog Station is fully automated. Unfortunately, there are not parties that are overseeing these transactions and picking-and-choosing which cards to accept or deny. Unfortunately, we do not have a number to provide to you at this time.


Agent Jordan R: We apologize for the inconvenience.


You: What about a number to global pay? or to someone that does billing involving Crysta?


Agent Jordan R: Unfortunately, we are not provided a number to Global Pay. We would suggest to check their website for contact information, but we cannot confirm nor deny that they would be able to assist with this matter.


You: If I were to delete one of my current two free retainers, would the additional retainers move into their spot?


Agent Jordan R: We are also aware that many users have claimed to have had issues while using Google Chrome, Safari, or mobile browsers. We would suggest to make sure you are using either Internet Explorer or Mozilla Firefox when attempting to update payment on the Mog Station.


You: I am willing to delete my old retainers if that's what I need to do, if that will move the additional retainers that I cannot access into one of their slots. However, I don't want to do it without knowing that it would work that way


Agent Jordan R: Unfortunately, deleting a FREE retainer will not be replaced by the Additional PAID retainers. We apologize for the inconvenience. Being as the FRE retainers are Slots 1 & 2. And the Additional Retainers are Slots 3 & 4, anything on slot 3 & 4 will not be transferable to slots 1 & 2 because payment is required, which is why we suggest to wait 24 hours, using a different browser, before attempting to make payment again.


You: Yeah I've tried waiting the 24 hours several times, used different browsers and different computers.


You: There has got to be someone, some where, that can help me resolve this issue.


You: You guys are losing thousands of dollars per month because of this issue between me and the other posters on the forums that are having the same issue, I don't understand why its not being addressed more diligantly


Agent Jordan R: The only thing we can suggest is to contact a GM and request an Item Recovery process, specifically. Otherwise, you must wait 24 hours before attempting to make payment again. We apologize, but there really isn't a party we can forward you to as the billing system is fully automated.


Agent Jordan R: We appreciate your feedback. We are more than happy to take note of all feedback you have.


You: I'd prefer to give that feedback to someone that can do something with it, no offense to you, I understand you're doing your job to the best of your ability


Agent Jordan R: Best place for feedback straight to the development team is on the Forums section of the Square Enix web site under the category of "Feedback/Suggestions".


You: I'll do that. Thank you. I'll quit wasting your time now, and i'll give up and not add any more game time until this is resolved. I've been a customer for 10 years in FFXI, and since launch in 14, and this is absolutely ridiculous to me that there is no other method to resolve this issue. Maybe if they lose enough subscribers, they will address it.


You: Thank you for your time, again, Jordan. Have a good day.


Agent Jordan R: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!


Agent Jordan R has disconnected.

[Duuude007]

FYI This is not the "Feedback/Suggestions" category...

[SmokeDemon]

Lol I know this. I posted there as well.

[siverstorm]

This is what we get back from technical support for a technical issue on their end. My chat log with this same agent was also just as useless.

The 24 hour periods stack for each failure, which is something he neglected to mention to you and me. I'm waiting a full month before trying to make payments again because I've lost track of how many failed attempts I've had before I knew their faulty system dealt with it like this. It's infuriating but we literally can't do anything about it, and judging from the number of complaints here and the lack of an official response SE doesn't care and will be quick to place the blame on everyone but themselves.

They should get Yoshi to reform the billing department while he's at it, maybe we'll get favourable responses then >.>

[Marcie]

http://forum.square-enix.com/ffxiv/t...ror-401-406%21