ZOS just removed years worth of Crown Purschases

cptscotty · July 24

After having a refund get processed for Gold Road Deluxe Collection and 1-month of ESO+, ZOS has went through and removed crown purchases I made years ago. Most important crown purchases being Chapters, DLC, and new classes.

I have had this content purchased for years and havent had ESO+ for years. But the agent is now claiming that because I purchased one month of ESO+ that it was ok to remove ALL my crown purchases and then told me I should just REPURCHASE the subscription to get access to those items which I wont be able to do for 2-3 weeks when the refund actually goes back to my card.

This is unacceptable and I cant even believe I am having to bring that up.

Ticket Reference #: 240719-005475

Agent Response:
"Upon review, we see that you purchased a membership of ESO Plus when you bought Gold Road. The membership and Crowns were removed as a result of the refund. If you re-subscribe to ESO Plus, you will regain access to the associated content as well."

You guys have access to my account and can see when I made these purchases just as I can. You can see my Necromancer and how long I have had it, all while without an ESO+ subscription. All the time I spent in Elsweyr...its where all my toons have been logged out in every night for a very long time...again, all without ESO+.

GooGa592 · July 25

Oof! Good luck with your issue.

valenwood_vegan · July 25

Make sure you respond to the ticket to keep it open. State in very simple terms what they did incorrectly, and push them to escalate it. Might also help to tag someone here like @ZOS_Kevin - I hope you can get this resolved.

cptscotty · July 26

Was told this issue was escalated on the 24th to a specialty team and to expect a response shortly...it is now the 26th and I have not had a response for the items that have been mistakenly removed from my account by a ZOS employee after they botched a return process.

I put this ticket in on the 19th...a week ago today...and I still dont even have my returned funds back...let alone, the huge amount of missing content which is hindering my ability to play the game.

What is the hold up?

ZOS_Bill · July 26

@cptscotty

I've sent you a forum PM with an update on your ticket status.

Groterdan · July 26

That's some terrible costumer service if that rly happens. Good to see you getting help here tho. Wonder what compensation your getting for such a situation .

cptscotty · July 26

@ZOS_Bill
"I'm contacting you regarding your inquiry on ticket #240719-005475

Your ticket is still open and your latest responses were received. Support will follow-up soon with your request. Please be aware that support is experiencing high volume leading to some delays."

I know the ticket is opened...I am just concerned with how long it is taking to address a problem of this magnitude.

Again, not only do I not have the nearly $100 I just recently spent as it has not been returned to me...I also now dont have the content I purchased years ago and cant even do one of the Endeavors today because I cant do antiquities, let alone get myself a mythic for the pvp event going on that I was planning on getting.

It is now Friday, end of the week, Please have Support contact me soon and not let this continue into next week.

Thank you.

cptscotty · July 27

Its now the end of another work week.

Still no update.
Still no refund.
Still no content.
Still no crowns to replace the content taken away from me by Zenimax Support Staff to replace the missing Chapters/DLC/Upgrades

Feeling robbed here.

ZOS_Kraken · July 27

@cptscotty I have left you a forums message about your ticket status.

cptscotty · July 27

@ZOS_Kraken
"I did a check in on your ticket. The wait time is usually 24-48 hours to hear a response back. When you update your ticket, it can reset its place in the que stretching out that wait time. I know the situation is frustrating but someone will get back to you as soon as possible."

It has been over 48 hours and still no response. This ticket has been opened for a while now, the 19th to be exact while today is the 27th.

On the 24th (over 48 hours ago) I was sent this:
"Hello,

At this time, I am escalating your ticket to a specialized team to ensure you receive the best possible resolution of your issue. Thank you for your patience while they review your request, they should be reaching out to you shortly.

If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."

It states right there to "respond DIRECTLY to this ticket". Now you are telling me when I do this it puts me lower in the queue!?!?

I am literally doing what you guys have told me to do.

RexyCat · July 27

cptscotty wrote: »

@ZOS_Kraken
"I did a check in on your ticket. The wait time is usually 24-48 hours to hear a response back. When you update your ticket, it can reset its place in the que stretching out that wait time. I know the situation is frustrating but someone will get back to you as soon as possible."

It has been over 48 hours and still no response. This ticket has been opened for a while now, the 19th to be exact while today is the 27th.

On the 24th (over 48 hours ago) I was sent this:
"Hello,

At this time, I am escalating your ticket to a specialized team to ensure you receive the best possible resolution of your issue. Thank you for your patience while they review your request, they should be reaching out to you shortly.

If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."

It states right there to "respond DIRECTLY to this ticket". Now you are telling me when I do this it puts me lower in the queue!?!?

I am literally doing what you guys have told me to do.

What they are telling you are that you should not create a new ticket on the same issue as that would make your first ticket become replaced with the last ticket that is on the same issue and that would increase your total queue time before any CS would respond on it.

All you can do is wait or post here on forum and tag a forum mod (if your ticket for some reason aren't being handled within reasonable time).

CS in ZoS are really annoying as the fist message will in general be very generic and then you have to wait even more (respond as fast possible if CS are asking for more info to keep you ticket active and not be auto closed).

SilverBride · July 27

cptscotty wrote: »

If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."

It states right there to "respond DIRECTLY to this ticket". Now you are telling me when I do this it puts me lower in the queue!?!?

I am literally doing what you guys have told me to do.

It says to respond IF you have any further questions or information regarding this issue. If there is nothing new to add then don't reply and give them time to look into it.

cptscotty · July 27

SilverBride wrote: »

cptscotty wrote: »

If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."

It states right there to "respond DIRECTLY to this ticket". Now you are telling me when I do this it puts me lower in the queue!?!?

I am literally doing what you guys have told me to do.

It says to respond IF you have any further questions or information regarding this issue. If there is nothing new to add then don't reply and give them time to look into it.

Thats exactly what I did. Provided more information and asked more question. Exactly what I was told to do. They just want me to share the blame in the mistake they fully caused themselves. This is a HUGE mistake on their part. Not a minor bug.

Again, I am feeling robbed at this point.

SilverBride · July 27

Well I hope they are able to resolve this for you.

cptscotty · July 29

Update:

Had to actually call Zenimax corporate to get someone to contact the support team in order to finally get a response.

Their response and immediate solution? For me to spend money to fix the problem and purchase the items that they incorrectly removed.

Apparently, Zenimax does not keep a record of any Crown purchases you make so if they remove a purchase they cant go back and see what they removed and their main solution...so far...is to have you repurchase it yourself.

The 2nd solution is to put in a ticket with the development team to figure out what is going wrong which I am told is a lengthy process...again this entire time I am unable to play the content I purchased years ago.

Now if this is inaccurate and there is actually another solution that this support staff member was unaware of that someone from Zenimax knows of, I am all ears and would love to hear it and get this solved sooner. Otherwise I will have to keep escalating the problem myself.

ClowdyAllDay · July 31

This all comes off so very passive aggressive. You want a refund? Sure thing here’s your refund and oh by the way you won’t be needing any crown purchases as we don’t keep records of those.? Bah they have records of everything.

Pelanora · July 31

Ring them every day.

Bammlschwamml · August 1

Every time i have to contact customer support it's getting worse. Not just in this game, it's a general problem. All the companies i know have worse customer support now than a couple of years ago. Uninformed, rude and a big waste of time.

With all the new technology they have, quality and efficiency should increase, but somehow the opposite is happening.

Even when i walk into a physical store to buy something, the people working there hide from their customers (some even run away) and have no clue what they are selling. And the quality of the stuff they are selling is getting worse too...

Maybe i am just getting old and grumpy, but it feels like customer satisfaction doesn't really matter anymore.

(I don't mean to bully anyone specifically. This is just a general observation from my perspective. It's just harder for me to find motivated and interested employees nowadays than it was when i was younger. Maybe it's me. It's probably me.)

ClowdyAllDay · August 1

It’s def not you

CrazyKitty · August 1

SilverBride wrote: »

cptscotty wrote: »

If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response."

It states right there to "respond DIRECTLY to this ticket". Now you are telling me when I do this it puts me lower in the queue!?!?

I am literally doing what you guys have told me to do.

It says to respond IF you have any further questions or information regarding this issue. If there is nothing new to add then don't reply and give them time to look into it.

More than 4 days without an active response from the customer automatically closes tickets though.

Haron · August 2

CrazyKitty wrote: »

More than 4 days without an active response from the customer automatically closes tickets though.

Just 4 days? How about 17 days without any response to the ticket, where i have lost access to the game because of mistake on ZoS side?

ZOS_CouchTato · August 2

@CrazyKitty @Haron The 4 day rule is only if the ticket is awaiting a response from the player.

reazea · August 2

ZOS_CouchTato wrote: »

@CrazyKitty @Haron The 4 day rule is only if the ticket is awaiting a response from the player.

Thanks for the info. I also misunderstood this 4 day response required situation.