Wrong character active?

[Nightpanda2810]

Here is today's attempt to get this resolved. I was in the middle of asking to speak to a supervisor when he disconnected.

Agent Matt L: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Matt L: As of right now, if you have reactivated the incorrect character, I'm afraid there's nothing that can be done
Agent Matt L: There are terms that must be agreed to before reactivation so the user is given every opportunity to make sure the correct choice is being made.
Agent Matt L: At this time, the only way to reactivate the proper character would be pay the additional character fee.
You: The character that was activated did not exist at the time I was forced to choose it in order to log in.
You: I had a similar ticked opened last week, but it was closed before I had a chance today to use that one to initiate a chat.
You: ticket*
Agent Matt L: Right, but a user chose that character during the reactivation process
Agent Matt L: You chose to reactivate the character, even though it wasn't the one you wanted, in order to log in, correct?
Agent Matt L: Please come back to us if you have further questions
Agent Matt L: We'll be more than happy to assist you
You: I chose the character I wanted. When I logged in on the day billing started, a different character was active. I chose Nightpanda Mandragoran on Figaro as the character I wanted to play. The character that was active when I logged in on billing day was Nightpanda Mandragoran on Selbina, which was created several days after I initially chose my character.
Agent Matt L: So who chose to reactivate the one on Selbina?
You: Nobody. My only conclusion is due to having the exact same name, the incorrect one was activated in your database.
Agent Matt L: That's not possible
Agent Matt L: Character reactivation is left up to user
You: Please reference this thread. I am not the only one that this happened to.
You: http://forum.square-enix.com/ffxiv/t...aracter-active
Agent Matt L: If the use so chooses to reactivate a character, as stated before, there are terms and conditions that must be met before the reactivation commences
You: at least 2 or 3 others had a similar issue
Agent Matt L: I can't go off of forum information. I can only go off what I see on the account
Agent Matt L: As of right now, the only way to get your other character reactivated would be to log in and reactivate the character you want active
Agent Matt L: That's the only option you have
Agent Matt L: If you have further questions, contact us again
Agent Matt L has disconnected

[darkstarpoet1]

@nightpanda that about figures from se support. this company is becoming a joke.

they charge people that have no way of paying because their payment system is pathetic and then can't even activate the correct character.

[Nightpanda2810]

Yup that pretty much sums it up. Rosuto had a good agent, have not heard back from him yet on what happened. I give them 1 more chance before I report fraud on my card.

[Zenaku]

SE is a type of company who does not fix much of billing or character issue, i know when i play wow for 2month and quit the next month i forgot to cancel my account. I call them and they send back my money in full without issue but SE would never do such a thing. The only thing that they help me with that took me few hours to fix was i put my FF13 item in the beta account and not mine and that was it.

I would just pay the 3$ and get the other account and cancel the other one and next time just make sure you put the right account.

[Rosuto]

SE is a type of company who does not fix much of billing or character issue, i know when i play wow for 2month and quit the next month i forgot to cancel my account. I call them and they send back my money in full without issue but SE would never do such a thing. The only thing that they help me with that took me few hours to fix was i put my FF13 item in the beta account and not mine and that was it.

I would just pay the 3$ and get the other account and cancel the other one and next time just make sure you put the right account.

The thing is, if this is a mess up with their system (the jury is still out on that one) then it could just happen again in the future. If I was sure it was my screw up then I might consider it if only a little, but I'm not usually one to make such a brain dead screw up and I could have sworn I chose the right account (though who knows anything is possible and it could be my screw up). SE seems just as unsure as I do though, so I just wish they'd finish with this review of my account or whatever the heck they are doing so I could know one way or the other.

While $3 extra is not a whole lot (and neither is the $9 I would have to pay since I wasn't subscribed for just one month) I am a rather stubborn person. Considering the situation I don't even believe this should have been an issue to start with. It annoys me to no end that something that seems like such a non issue to me (who knows maybe SE sees things differently) has kept me out of the game for this long. I had seen mentions of SE's horrible customer service reputation for years while I played FFXI, but I was lucky enough to never have to deal with them. Now though I understand completely and I am very disappointed.

While I will miss FFXIV if it comes down to me leaving I just am not willing to give an extra $9 to SE when there are tons of other MMOs big and small that would kill to have a loyal customer like me and treat me like they actually care about keeping my business.

With SE it is an anomaly to find a customer rep that doesn't give you the vibe that they are looking down on you when it really should be quite the opposite. Any time you contact a company's customer service expecting them to not respond professionally and hoping they don't just end the conversation abruptly without totally listening to you something is wrong. Even if it is my screw up that alone has already pretty much guaranteed I won't be spending any more money than I already have.

[Zenaku]

The thing is, if this is a mess up with their system (the jury is still out on that one) then it could just happen again in the future. If I was sure it was my screw up then I might consider it if only a little, but I'm not usually one to make such a brain dead screw up and I could have sworn I chose the right account (though who knows anything is possible and it could be my screw up). SE seems just as unsure as I do though, so I just wish they'd finish with this review of my account or whatever the heck they are doing so I could know one way or the other.

While $3 extra is not a whole lot (and neither is the $9 I would have to pay since I wasn't subscribed for just one month) I am a rather stubborn person. Considering the situation I don't even believe this should have been an issue to start with. It annoys me to no end that something that seems like such a non issue to me (who knows maybe SE sees things differently) has kept me out of the game for this long. I had seen mentions of SE's horrible customer service reputation for years while I played FFXI, but I was lucky enough to never have to deal with them. Now though I understand completely and I am very disappointed.

While I will miss FFXIV if it comes down to me leaving I just am not willing to give an extra $9 to SE when there are tons of other MMOs big and small that would kill to have a loyal customer like me and treat me like they actually care about keeping my business.

With SE it is an anomaly to find a customer rep that doesn't give you the vibe that they are looking down on you when it really should be quite the opposite. Any time you contact a company's customer service expecting them to not respond professionally and hoping they don't just end the conversation abruptly without totally listening to you something is wrong. Even if it is my screw up that alone has already pretty much guaranteed I won't be spending any more money than I already have.

Ya i understand that why i dislike SE billing system even in ffxi they could not fix issue fast enough. Tho is true there other games out there better then ffxiv all of them at the end are a wow-clone which bored the hell out of me and ffxi is so dead right now that the only reason i putting up with FFXIV that and i'm enjoying the game and friends and the endgame ls i'm running.

I hope they get your stuff fix if i was you i would call every 2 times for a check up on the account.

[Rosuto]

I hope they get your stuff fix if i was you i would call every 2 times for a check up on the account.

Yeah I'll be back at it tomorrow at noon got to get ready to handle Agent Smith!

Seriously been considering trolling customer service all day tomorrow, maybe if they get tired of me bugging them every five minutes something will get done lol

[DivineGlory]

I had the exact same problem, but the support was very rude and insisted it was my fault and disconnected the conversation before I got a chance to say more. In my case, I have 3 slots, one slot with one character and two empty slots with no characters at all. I clearly remember I activated right one when they forced us to select payment option (because the slot with my character is the first slot and the default slot); however, for some reason it picked up the empty slot with no character when the billing period started.

I tried to contact two agents on chat, and neither of them want to help. I ended up spend another $18 (I pay on 6 month basis) again to activate the deactivated character.

Worst customer support ever!!