Frustrating lack of support from In-Game support team

[Yowane_Haku]

Due to a Mogstation error I was double charged for two items (Level skip and MSQ skip so about $50 dollars value) and tried to get the doubled items to go to a different character on the same account instead. To no avail have I been able to get a literal word from the In-game support staff on getting these items moved. Here is the order of things I have tried:

12/14/21 Ticket created for double charge due to website purchase malfunction
12/18/21 Tried to get a response from original email thread but only silence
12/20/21 Made a new ticket to attempt to get any information on the first ticket. Was asked to send an in-game ticket via the report harassment button.
12/21/21 Sent in-game ticket and received automated response
12/27/21 Sent in-game ticket try number 2 to get a response. Automated response.
01/08/21 Sent in-game ticket try number 3 for response. Automated response.
01/19/22 Sent email ticket to get an update. Ticket terminated before response.
01/19/21 Sent email ticket to get an update. Support ignored me.
02/20/21 Sent email ticket to get an update. Asked if I wanted to terminate the ticket and then support ignored all responses.
02/27/22 Sent a new email ticket to see if I can just get a refund as this was a Mogstation error and not user fault. Support said no.


This whole ordeal has been very taxing. I want to play the character that I was having the items redirected to but am unable as it would be pointless to do the MSQ on said character when I am supposed to be getting an MSQ skip on them. This entire lack of support from the In-Game staff has been extremely frustrating and the fact this has now been over two and a half months with still no resolution and lack or response makes me question the integrity of the game support staff. I honestly don't even know what to do. Due to a official website error I've now lost $50 dollars worth of value as I don't expect to ever receive the items. At this point I have given up and hopefully someone can look at this post and get it to someone who cares.

Extra note is that in the original ticket (very first one) I also provided a video of me deleting the extra items (as requested by support in the ticket), which I posted to Youtube, as well as a screenshot of the end result showing all items deleted. I expected this to be able to help expedite the confirmation of the item deletion to then send the items to a different character.

All in all I am extremely sad to see a game I love have such a taxing experience be placed on its players.

[Darneltia]

Greetings fellow Eorzean,

We understand the frustration this matter may cause. Unfortunately, we are unable to directly assist with any account concerns for Final Fantasy XIV as this must be handled by the SQUARE ENIX Support Center. Please reply back to the original ticket you responded to pertaining to the issue via e-mail as they should be able to further assist you.

Due to the nature of the issue, this thread will be moved to ‘Separate Support Required’.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.