ESO renewed on Xbox one but no crowns....but you directed me to Xbox ???

NewBlacksmurf

What's wrong here:


Response

Subject
ESO plus has renewed but I didn't receive the 1500 crowns yesterday or today. I'...
07/10/2015 08:47 PM
Greetings!

Thank you for contacting The Elder Scrolls Online: Tamriel Unlimited customer support team. At this time, please refer to Microsoft's Customer Support team for further assistance with completing the purchase. If they are unable to resolve your issue, reply back to this email for further assistance.

You can contact Microsoft support at http://support.xbox.com/en-US/.

Kindest Regards,
The Elder Scrolls Online: Tamriel Unlimited Team
07/10/2015 08:47 PM
ESO plus has renewed but I didn't receive the 1500 crowns yesterday or today.
I've done a hard reset and closed this game, run another to make sure I had logged out before logging back in

Why are crowns not provided at renewal like PC?




FYI: just got off the phone with Xbox One and it's odd cause this purchase and RM EA PGA Golf both went through just fine and my original ESO plus started fine

ZOS_TristanK

Hey, @NewBlacksmurf. If Microsoft was unable to resolve this issue for you, please reply to the support email and our team will be happy to investigate.

Balibe

Try closing the game and restart the XB1 under Settings >>> Power

I order some crowns and they did not show up until I restarted the console.

NewBlacksmurf

Balibe wrote: »

Try closing the game and restart the XB1 under Settings >>> Power

I order some crowns and they did not show up until I restarted the console.

It's not one of this situations. It's something specific to the ESO Plus sub renewal assigned to my CC.
When I signed up it was using PayPal but prior to renewal I changed the CC because my prior CC was stolen.

Now what's odd is its not Xbox per day because I brought two other games on the same CC three different days and this is the only transaction that had an issue but my CC has almost $400 more of a limit.

Xbox said it won't show crowns until 7/22 but the ESO plus shows now

DuroNL

I can tell you that i got my ESO Plus Crowns exactly on the day that i started my subscription a month before, the 9th of July!
I use Paypall as a payment method for this subscription, i did received an email from Microsoft a week before the 9th that my subscription was automatically renewed, so it might be the case that the renewal comes a week before you receive the crowns.

As the subscription is managed by Microsoft, and payment is done to them directly instead of to Zenimax, your first level of Support should be Microsoft. So i understand the reaction Zenimax support gives, i also understands this might be frustrating for you as a paying customer.

If you changed payment method in between the subscription, a delay might take place, can you check if you have the ESO Plus boon active on your account? so the 10% increase in xp etc. ?

If its active, i can only advice you to contact Xbox Support again, and explain to them that you got the ESO plus subscription, that the 10% boon is active, but you did not receive the crowns that should be deliverd with it inmediatly.

When you go to the Xbox support site, don't select Chat with volunteer, as they can not access your account details.
use this link: http://support.xbox.com/en-US/contact-us

NewBlacksmurf

DuroNL wrote: »

I can tell you that i got my ESO Plus Crowns exactly on the day that i started my subscription a month before, the 9th of July!
I use Paypall as a payment method for this subscription, i did received an email from Microsoft a week before the 9th that my subscription was automatically renewed, so it might be the case that the renewal comes a week before you receive the crowns.

As the subscription is managed by Microsoft, and payment is done to them directly instead of to Zenimax, your first level of Support should be Microsoft. So i understand the reaction Zenimax support gives, i also understands this might be frustrating for you as a paying customer.

If you changed payment method in between the subscription, a delay might take place, can you check if you have the ESO Plus boon active on your account? so the 10% increase in xp etc. ?

If its active, i can only advice you to contact Xbox Support again, and explain to them that you got the ESO plus subscription, that the 10% boon is active, but you did not receive the crowns that should be deliverd with it inmediatly.

When you go to the Xbox support site, don't select Chat with volunteer, as they can not access your account details.
use this link: http://support.xbox.com/en-US/contact-us

Again thanks...I actually perform Microsoft support myself.
I've talked with Microsoft also and the issue specifically but IF it's an Xbox issue only, then the support here should direct us to Xbox up front as to not waste our time rather than having us create a ticket here on the site AND they need to fix their in-game help as it doesn't allow a customer to create a ticket.

Source of this situation per ZOS:

https://help.elderscrollsonline.com/app/answers/detail/a_id/29765/kw/Crowns
https://help.elderscrollsonline.com/app/answers/detail/a_id/29553/kw/Crowns

Merlin4421

I'm having this same issue. It renewed on Friday the 10th and I still haven't received my crowns on Monday July 13.

Merlin4421

so I go ahold of microsoft support and found out the problem for me. According to them they renew the subscription but depending on your credit card or bank you have set up it doesn't get charged in my case till the 25th of the month. The agent tried to push the payment threw as it was showing open but wasn't able to. This kinda sucks but I will wait and see what happens when my account is actually charged. It is weird how they are able to renew it on the 10th in the game but not charge me till the 25th.

ItsRejectz

I'm having this issues as well. My eso renewed 6 days ago,I have still not received my crowns.Sent zenimax support and email and get an instant generic reply telling me to contact Microsoft. This is a joke.

NewBlacksmurf

So it seems it's not isolated and it's only an ESO Plus issue with CC. All other Mictosoft CC subs work just fine and even buying crowns outright.

ZOS can you provide additional details please as my support ticket keeps asking for a receipt but all we have is the renewal receipt from Xbox and that doesn't seem to be what support wants.

Ticket# 150710-006972

NewBlacksmurf

Hello!!!

Still no crowns and your support staff seems clueless as well.

I even re-subbed, was charged and no crowns AGAIN!
Oddly I'm awarded crowns if I purchase them separately.....please credit my account now for what should be 3,000 crowns

@ZOS_TristanK

NewBlacksmurf

@ZOS_TristanK Xbox support has also confirmed over the phone with me that they cannot credit the crowns associated with ESO Plus and that only the developer can do so based on how this sku is setup.

You guys are trying to tell me that I won't get crowns for another month even tho I've paid for them via ESO Plus so in your explanation I'll get the crown paid for in July in August which still leaves me short 1500 crowns because by then I'll have another ESO plus charge which then should provide me with 3,000 crowns in August

And per Xbox support
They can ONLY assist with crediting individual crown purchases on the unique Xbox add-on

* I need someone to call me and resolve this today








Xbox support Email - SRX1297382302ID


Thank you for your recent contact with Xbox Customer Support. Following our conversation, you will receive an email in the next 24-48 hours asking for your feedback regarding our Xbox Support experience. We'd appreciate it if you could find a few minutes to share your thoughts. Your feedback will greatly help us improve the Xbox customer support experience.

As per our call today, we were able to advise you of the need to contact the Developer for ESO as you have been having issues with receiving the crowns that come with the ESO Plust subscription. The case number for our contact today is in the subject line of the email.

Thank you again for calling Xbox Customer Support!

Samantha, Xbox Customer Support


Get all the latest news, information and support by visiting: http://www.xbox.com

---

ZOS support email: 150710-006972

Response By Email (Matthew) (07/23/2015 11:44 AM)
Hello again,

I would advise getting in contact with Microsoft for a refund in that case, as the transaction was processed through them.

In terms of the issue, I believe I have explained the issue with the facts you listed in mind, along with the details of the cancellation on the 9th. Just copying it below so it's easier to understand, along with what you have said.

-July 9th Xbox sent me confirmation that the ESO Plus renewal had processed

That's fine.

-I was not awarded crowns for the July 9th renewal

As you were not charged for this, the crowns would not have been awarded.

-I was not charged even tho the Xbox receipt suggest I was

A receipt is an automated email once it renews, if the charge wasn't processed or cancelled, no crowns are added.

-the July 9th payment does not show up on my CC statement or on the Xbox billing transactions

It was never processed, or cancelled as part of the credit card Paypal swap, so won't show up here.

-July 19/20 I was charged for $14.99 ESO Plus subscription under my CC and this charge shows on Xbox billing and my credit card statement

ESO plus time was still on the account at the time, so the crowns won't get added until the sub renews or expires. This will be on the 8th of August. Even though you weren't charged for the July 8th renewal, it still renewed, and the ESO plus time was still added to your Xbox account.

If you need anything else, please let us know. Xbox look after the billing, so they should have more detailed info, if my explanation doesn't suit, but I believe it's correct.

Kind regards,
Matthew.
Zenimax Online Team

Balibe

That sucks .... no help on either end. My renewal is on the 28th. Will update on how it goes ......

NewBlacksmurf

This still isn't resolved BUT if you're reading all this...just leave the sub active and I guess in 30-60 days ZOS will figure out they are giving away ESO Plus for free.

In the meantime I will end up having Xbox refund me the $14.99 based on the emails from Zenimax they are not going to credit me the 1500 crowns.

They think that if I wouldn't have messed with the sub it would've picked back up on 8/9. I hope that would mean only a $14.99 renewal and 1500 crowns instead of a double charge. Also it means you won't get 1500 crowns for the month you were not charged but will get all the other in-game benefits.


Lesson learned...Zenimax doesn't really understand how Xbox and Zenimax work regarding ESO Plus.
Buyer beware....I hope I'm saving someone the troubles I've been going through with Zenimax since the OP

Merlin4421

My account renewed on the 10th of July. The money was taken out of my account on the 15th of July. It's the 24th still haven't received my 1500 crowns. This is unacceptable. How are they are ok with treating customers like this?

ItsRejectz

This happened with me to.. Renewed 17 days ago and still have no crowns. ESO support tell me to contact Microsoft , Microsoft tell me to contact zenimax!

This is stupid

Merlin4421

I guess zenimax doesn't care at all about customers. I want my crowns I PAID FOR.

Merlin4421

I finally got my crowns. I called them waited on the phone for an hour or so. A very nice person helped me and credited me the crowns.

NewBlacksmurf

Merlin4421 wrote: »

I finally got my crowns. I called them waited on the phone for an hour or so. A very nice person helped me and credited me the crowns.

Yep persistence.....i sent about 40 emails trying to fully explain what the situation was...I was finally heard and granted my missing crowns too.

PsychoKRATOS1

Eso renewal. Crowns were allocated a week later. Lots of issues like that but eh. Patience.

ItsRejectz

NewBlacksmurf wrote: »

Merlin4421 wrote: »

I finally got my crowns. I called them waited on the phone for an hour or so. A very nice person helped me and credited me the crowns.

Yep persistence.....i sent about 40 emails trying to fully explain what the situation was...I was finally heard and granted my missing crowns too.

Emails to who, zenimax or Microsoft? I've still to receive my crowns and it took my payment 18 days ago

NewBlacksmurf

ItsRejectz wrote: »

NewBlacksmurf wrote: »

Merlin4421 wrote: »

I finally got my crowns. I called them waited on the phone for an hour or so. A very nice person helped me and credited me the crowns.

Yep persistence.....i sent about 40 emails trying to fully explain what the situation was...I was finally heard and granted my missing crowns too.

Emails to who, zenimax or Microsoft? I've still to receive my crowns and it took my payment 18 days ago

I'd call Xbox support first just to cover your basis as far as payment info but the crowns must come from Zenimax.

Once you've confirmed its not you, then open a ticket with support here and give the details.
Someone will email you back so just check every 5-10 hours

Best of luck

VigilantLance

Had the same issue. 3 months now. The Eso team seems to think burden of proof is on the customer. 8/11, 9/11, and 10/11. All missing crowns. Some 20+ emails later and I'm basically emailing an automated answering machine that sends out generated vanilla responses. I've spent at least $100+ in crowns on their store, you'd expect some customer service for loyalty.

Khilseith

ZOS_TristanK wrote: »

Hey, @NewBlacksmurf. If Microsoft was unable to resolve this issue for you, please reply to the support email and our team will be happy to investigate.

That's even worse...

WINK419

Please let this Zombie thread die. No idea why it was replied to when it is months old. There are plenty of other recent threads on this issue.

NewBlacksmurf

DovahQahnaarin wrote: »

ZOS_TristanK wrote: »

Hey, @NewBlacksmurf. If Microsoft was unable to resolve this issue for you, please reply to the support email and our team will be happy to investigate.

That's even worse...

The reality is this. Microsoft cannot resolve this for anyone as Microsoft nor Xbox provides us with crowns.
The crowns are 100% ZOS thing.

The other interesting fact is Microsoft may email you that your ESO Plus renewed or is going to renew and it may or may not actually charge you. If and when you're charged, the email isn't what ZOS will accept but if I were any of you, I would provide the email receipt , a screenshot of the Microsoft billing page and a screenshot of your ESO plus renewal date per Xbox.

Send all in one ticket and keep on them and reply back to any and all emails from either company within 24 hours very nice and respectfully until your crowns are applied. If after 45 days, you still don't have them and after reply to both ZOS and Xbox service tickets then you should open a claim against both and seek legal advice as I'm not a lawyer.

Sometimes it takes a village to resolve a problem but for whatever the issue is that is causing this widespread issue, it seems linked to the process that ZOS and Xbox and PlayStation have which points all back to ZOS not fulfilling their orders as ZOS is the only party who can awards crowns from ESO plus renewals.