Fix your pvp. Its one of the worst pvps in the mmo industry, even elder scrolls pvp is better then this. Faction based pvp is fine if you restrict the guild/fc's to the same faction for 1, for 2 your ques are non existent because its bloody awful. Nobody ques for arena, frontlines are utter garbage for ques too. If your going to have a mmo with pvp in it then either do it correctly or remove it from the game please.
You may have 4 million subs but seriously all the things that I'm outlining have been a problem since you released it. And the only response we get if any regarding them is some vague scripted response. It seems you are catering to the JP community with no regard to the EU/NA communities