Cancellation, Retainer and Inventory Problems??

[Serah_Leonheart]

Logged on yesterday and found out my account had been cancelled. I have a 90 day payment plan and received an email from Square Enix a couple days ago saying they were billing me that day for the next two months. Had to change payment plans because it got cancelled today so hoping it didn’t double bill me for it.

Another problem that has arisen from this sudden unexplained cancellation is that I went into the Battlecraft Row and went to the spot where my retainer was supposed to be and it wasn’t there. Went to the Crystalliers Row to find my other retainer and it also wasn’t there, but when I went to a ward that you could place a retainer in and requested to place mine in there it said they were still located in the wards I mentioned before… obviously they weren’t and I checked many times.

The final problem is that when I finally placed my retainer in a new ward (because obviously the two mentioned are filled to capacity) I was expecting to receive about 300k of gil from what I had been selling, but none was there and I checked the bazaar and none of the things I had been selling were located in the bazaar… they disappeared. Not in my inventory, my retainers inventory etc. So now I lost a lot of money randomly.

[Baudle]

Greetings Serah_Leonheart,

I am sorry to hear that you are encountering these difficulties. First and foremost, I recommend you contact our Support Center for questions regarding the billing. You can contact them here.

As for your retainer and gil issues, I would ask you to fill out the following information:

ISP:
Type of Internet Connection:
Internet Connection Speed:
Date & Time:
Frequency:
Character Name:
Race:
World:
Class/Level:
Area and Coordinates:
NPC Name:
In-Game Time:
Steps:
1.
2.
3.
<*Add more steps if necessary.>

These details will help us to diagnose this issue and perform a full investigation. Thank you, again, for your time, Serah_Leonheart.

~Baudle

[Serah_Leonheart]

ISP: Comcast
Type of Internet Connection: Wireless
Internet Connection Speed: 21.51 Mbps download speed and 3.45 Mbps upload speed
Date & Time: July 4, 2012 11am CST
Frequency: just this once
Character Name: Serah Leonheart
Race: Miqote
World: Excalibur
Class/Level: Conjurer 29
Area and Coordinates: Uldah Market Wards
NPC Name: N/A
In-Game Time: not quite sure
Steps:
1. SE emailed the day before that they would start billing
2. Next day tried to log on and it said account was cancelled
3. Put credit card info for new billing
4. Logged on and tried to find retainers in Battlecraft and Crystaliers Row
5. Looked several times and couldn’t find them
6. Went to Fieldcraft Row and tried to summon both retainers and still said they were in both of the Rows from step 4
7. Checked the other Rows one more time and weren’t there
8. Going to fronds and logging out and on didn’t help
9. Went back to Fieldcraft Row and summoned retainers
10. Expected to have 200k or so gil in one retainer and had 0 and the items that I had put in the night before were all gone and I had no money to show for them (first time had checked retainer since put items in)

[Qeepel]

Hello!

I'll go ahead and submit your information for further testing. Any changes, news or updates regarding this matter will either be made directly to this post, or on the Lodestone site at http://lodestone.finalfantasyxiv.com/pl/index.html and official FFXIV forums. Thank you again!

SQUARE ENIX MODERATOR