Another "Haven't received my crowns for the last two months" thread

c0ldmeth0d · September 2015

ATT: ZOS

I have placed two support tickets and received nothing but generic auto responses, here is the latest:

"Question Reference # 150915-000508

Marked as solved, but far from it.

Hello,

For the past two months ESO plus membership has been deducted from my account yet I am still to receive the crowns. I submitted a ticket through the game UI and received a generic "restart this, logout that" message. As I said in that message it has been 2 months+ since receiving crowns other than those that I have purchased separately.

I read in the support forums that you require proof of purchase,

https://help.elderscrollsonline.com/app/answers/detail/a_id/30529/kw/missing crowns

That's fine except the information on the support page is outdated.It is no longer possible to follow this procedure to acquire the information due to changes made with Microsoft billing. I can gather the requested information from multiple sources but it would prove nothing as it would be fragmented.

Please advise what I can do so that I can receive what I have paid for.

Thank you."

Could I please have a response from a real person, as it is futile submitting support tickets if I am to get the same generic response all of the time.

Thanks.

c0ldmeth0d · September 2015

So I assume SOP (Standard operating procedure) for dealing with customers is to ignore them and hopefully they will go away?

So apparently ESO plus membership isn't a ZOS issue:

"If you encounter an error on the Xbox One that does not directly relate to ESOTU, please check the Xbox Support Error & Status Code Search website. You will need to visit the Xbox Support website to contact the Microsoft team for any questions related to the following:
ESO Plus subscription
Buying Crowns
Xbox Live Gold membership & Xbox Live account
Downloading and installing the game"

Please explain how my ESO plus buffs are still active yet I haven't received crowns if this is a Microsoft issue?

All I want is an answer from ZOS! (non automated)

@ZOS_MichaelM

@ZOS_JessicaFolsom

@ZOS_LenaicR

@ZOS_Racheal

@ZOS_GinaBruno

Thanks.

Darkxxxdrag0n · September 2015

Your not the only one bro, im having same issue except just this month. I contacted microsoft and they have told me its out of their hands its up to ZOS, but zos doesnt resolves the issues. I have opened 4 different tickets and 3 have been closed and marked as solved, 1 has be supposedly reported to their higher ups and i still have not been granted my 1500 crowns, im on the verge of contacting the BBB to further investigate this issue on my behalf and the rest of us paying $ for eso plus to recieve everything we're paying to get!

c0ldmeth0d · September 2015

Darkxxxdrag0n wrote: »

Your not the only one bro, im having same issue except just this month. I contacted microsoft and they have told me its out of their hands its up to ZOS, but zos doesnt resolves the issues. I have opened 4 different tickets and 3 have been closed and marked as solved, 1 has be supposedly reported to their higher ups and i still have not been granted my 1500 crowns, im on the verge of contacting the BBB to further investigate this issue on my behalf and the rest of us paying $ for eso plus to recieve everything we're paying to get!

Same here, multiple tickets marked as resolved, although the last one I sent hasn't bounced back yet, but I have no doubt that when I receive a reply it will be generic as f@#k. Good luck with your ticket, let us know how it turns out.

c0ldmeth0d · September 2015

Okay, so I finally heard back from ESO support, I was asked for proof of purchase which I sent. Two days later I receive another message telling me that the 3000 crowns that were owed have been granted. I can't confirm yet as I am at work.

If I have been given a happy ending my advice to those that have the same issue (or any issue), be persistent but polite, you may be dealing with a computer to begin with but you will eventually deal with a real person. Be sure to give support as much information as humanly possible, this stems them for asking for different things all the time and speeds up the whole process. As with all businesses there is a dispute process and these take time, the failing on ZOS's side was poor communication. But in the end it appears to have been resolved.

Here is the complete ticket for reference:

wrote:

Response Meredith via Email 09/24/2015 09:06 PM
Hey there!

My name is Meredith, and I'll be assisting you today. Thank you again for your patience and we apologize for the delay you have experienced in receiving your crowns for your ESO+ account.

We are currently working with Xbox to resolve the situation for future occurrences.

Meanwhile, we have added in your missing crowns to your account in the amount of 3000. You will find these on your next login.

If you require any further assistance, please let us know by replying back to this ticket. Thank you for your time again and we do hope that you are having a great night and have fun in game!

Warm Regards,
Meredith
The Elder Scrolls Online Team
Customer cold method via CSS Web 09/22/2015 06:24 PM
Hi Paul,

Thank you for getting back to me.

Please see the attached screen shots.

email: **********@hotmail.com

GT:**********

If you need anything else let me know.

Thanks.
Response Paul via Email 09/22/2015 12:55 PM
Greetings,

This is Paul from The Elder Scrolls Online: Tamriel Unlimited Support Team.

If you can attach your receipt for your proof of purchase from Xbox Live Marketplace we can manually push through your crowns from here. Simply reply to this email with a screenshot of your ESO+ subscription purchase and your GamerTag and email address.

I look forward to hearing from you again soon!

Have an amazing day,

Paul

The Elder Scrolls Online: Tamriel Unlimited.
Customer cold method via CSS Web 09/21/2015 10:50 PM
The last ticket seems to have stuck, although it would be nice for someone to let me know what is going on with it.

Thanks.
Customer cold method via CSS Web 09/20/2015 07:11 PM
So, this still hasn't been resolved, it appears to be a battle between me and auto-response.pc.

I figure I will keep submitting these tickets until I get a real person.

Also, here is a link to the thread I have started regarding my issue. I will be sure to update it every other day with progression status.

http://forums.elderscrollsonline.com/en/discussion/218328/another-havent-received-my-crowns-for-the-last-two-months-thread#latest

Thanks.
Auto-Response 09/15/2015 06:56 PM
Greetings!

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited team.

For refunds on purchases made through the Xbox Game Store, please contact Xbox Support at http://support.xbox.com/en-US/ . We have no ability to provide refunds for any first-party purchases at this time.

For any in-game Crown Store purchases, please follow the steps below:

1. Ensure that your account has been successfully verified.
2. Log entirely out for no less than five minutes to refresh the system.
3. Verify the purchase was made using the correct character and Gamertag.
4. Allow up to 24 hours for the purchase to settle.

Please keep in mind that Crowns Store purchases do not transfer between servers. If these steps have been completed, but you are still missing part of your purchase, please reply with the following information:

1. Proof of purchase (follow instructions found at https://help.elderscrollsonline.com/app/answers/detail/a_id/30614/)
2. Gamertag
3. E-mail address on ESOTU account
4. Purchase date and time (please try to be as exact as possible)
5. Type of payment method (credit card, in-store currency, etc)
6. Country
7. Megaserver

Once we have investigated your issue, we will reach out to you with more information.

Thank you for your patience and support!

Kind Regards,
The Elder Scrolls Online: Tamriel Unlimited Team
Customer cold method via CSS Web 09/15/2015 06:56 PM
Question Reference # 150915-000508

Marked as solved, but far from it.

Hello,

For the past two months ESO plus membership has been deducted from my account yet I am still to receive the crowns. I submitted a ticket through the game UI and received a generic "restart this, logout that" message. As I said in that message it has been 2 months+ since receiving crowns other than those that I have purchased seperately.

I read in the support forums that you require proof of purchase,

https://help.elderscrollsonline.com/app/answers/detail/a_id/30529/kw/missing crowns

That's fine except the information on the support page is outdated.It is no longer possible to follow this procedure to acquire the information due to changes made with Microsoft billing. I can gather the requested information from multiple sources but it would prove nothing as it would be fragmented.

Please advise what I can do so that I can receive what I have paid for.

Thank you.

Thanks.