Accounts blocked without reason / problems with playing together with partner

Litharena

Good morning,

today my account and my partner's account have been blocked for no good reason. Last night at 10pm I logged in and we had following problems:
- no access to any guild bank
- no trading possible
- not possible to send any post via Mail

We thought this must have been a bug. However this morning we found an e-mail from a "Robert" that our accounts have been blocked due to "Terms and Conditions" violations!

This is absolutely not true as it was just me and my partner playing together, as how MMORPG are being played. We do not have any "Bots"or another kind of "programme" which breaks the Terms and Conditions.

Can it be, that it was a problem that we played from the same IP?
The more intersting thing is, that I logged in around 10pm and the e-mail from Robert was created 10:13pm.

I think this must have been a mistake.

Please be so kind to reactivate our accounts as there was no violation of the Terms and Conditions.
I'd like to mention that I am with ESO since the BETA and I am an ESO PLUS Member because I support this game as much as I can!
That is why I am very disappointed about this incident! I am asking myself: why?!

Thank you very much for your understanding and I hope the accounts will be unlocked soon.

I created in the German forum also a thread:
forums.elderscrollsonline.com/de/discussion/199950/accounts-grundlos-blockiert-probleme-wenn-partner-zusammen-spielen#latesthttp://

I am looking forward hearing from you.

Kind regards

@CassidyDX & @Satark

Robert's E-Mail Reference:
Question Reference # 150725-007394

Date Created: 07/25/2015 10:13 PM
Date Last Updated: 07/25/2015 10:13 PM
Status: Solved

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UPDATE: It is 7pm and I received the worst customer experience ever. It is very, very sad and disappointing:
The oldest messages are the lowest ones.:

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CassidyDX:

Dear Meredith,

...what third-party services?
You can even look at our accounts that we do not use those services! Either your algorithms or a GM made a mistake! This happens!
It makes me insane that you are accusing us for something which is not true.
It makes me very sad and disappointed. (If it would be true, wouldn't we just accept it?)
Is it ok for you that I publish this in the forums?
Perhaps I am not the only one, who has the same problems.
And why is my partner's account being blocked at the same time?
This is the worst customer services I ever exeperienced and you are doing a perfect job giving me this worst experience.

Can you superior call me, please?

*Telefonnummer*

Kind regards

Meredith:

The Elder Scrolls Online: Tamriel Unlimited Account Suspension Notification
Response By Email (Meredith) (07/26/2015 01:35 PM)
Greetings,

As previously stated, our evidence shows the use of third-party services on this account, and as such, this account will remain suspended. This matter is closed.

Regards,
Elder Scrolls Support
Customer By CSS Email (Stefanie ) (07/26/2015 01:33 PM)

Dear Meredith,

so you are stating, that you do not want to help me?
Did you actually read the situation?

Please give me a call as you used to do in the customer support:
*Telefonnummer*

For me, this is not closed, as I feel treated very, very unfair and I do not even know for what!

Kind regards

Gesendet: Sonntag, 26. Juli 2015 um 19:21 Uhr
Von: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>

Response By Email (Meredith) (07/26/2015 01:21 PM)
Greetings Stefanie,

As previously stated, the suspension will remain in place. We are also unable to disclose any information regarding our research or any actions taken on your account. Thank you for understanding, and we consider this matter closed.

Regards,
Elder Scrolls Support
Customer By CSS Email (Stefanie) (07/26/2015 01:18 PM)

CassidyDX:
Dear Meredith,

thank you very much for your reply.
I am still saying that this here is a mistake from your side and you are not listening/reading to my pleading. Please show me proof, what kind of add-ons are not allowed. I have those installed from the webpage http://www.esoui.com/addons.php and as far as I have understood those are the ones which are totally fine!
Those are NO Bot Programms.
Additionally it is very,very weird, that my partner's account (@Satark) has been blocked at the same time!
What is going on here?
And instead to offer a very good customer service I get such a disappointing reply.
I did not install add-ons for a very,very long time of period, just updating, so WHY now?
Without any proof? We were just playing casually and normal!

Please HELP me in this matter rather than just replying in such a way!
I'd like to have a proper explanation because THERE ARE NO BOT programmes involved!
My telephone number, where I am reachable:*Telefonnummer*

Thank you very much.

Kind regards

Gesendet: Sonntag, 26. Juli 2015 um 18:58 Uhr
Von: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>
Betreff: The Elder Scrolls Online: Tamriel Unlimited Account Suspension Notification [Incident: 150725-007394]

Response By Email (Meredith) (07/26/2015 12:58 PM)
Greetings,

As it is, this account has been found to be using add-ons and macros, and as such, the suspension will remain on your account. Thank you for understanding, and we consider this matter closed.

Regards,
Elder Scrolls Support
Customer By CSS Email (Stefanie ) (07/26/2015 09:10 AM)

CassidyDX:
Good afternoon,

So, it has been now about 4 hours...will anything happen now to our unreasonably blocked accounts?
Please reactivate them as a mistake has been done from your side, not ours, we just play under the same IP.
Thanks.

Kind regard

Gesendet: Sonntag, 26. Juli 2015 um 10:32 Uhr
Betreff: Aw: The Elder Scrolls Online: Tamriel Unlimited Account Suspension Notification [Incident: 150725-007394]

Dear Robert,

what happened? I am afraid it is not true what you are writing. There is no such a thing as "Bot" or any incident to violate the terms and conditions.
What did I do ? Apparently my boyfriend (@Satark) and I got the same IP because (wait for it...) I actually live here. So this is the reason why there are two accounts on one IP.

Please be so kind to reverse this mistake as we do not use any "bots" like programms, we just played the game sitting next to each other.

Thank you very much for your understanding and I hope the accounts will be unlocked soon.

I am looking forward hearing from you.

My phone number for any further questions:

Kind regards
@CassidyDX

Gesendet: Sonntag, 26. Juli 2015 um 04:13 Uhr
Von: "ESO English Support" <ESO_Help@helpmail.elderscrollsonline.com>
Betreff: The Elder Scrolls Online: Tamriel Unlimited Account Suspension Notification [Incident: 150725-007394]

Response By Email (Robert) (07/25/2015 10:13 PM)
Greetings,

It has come to our attention that this account violated our Terms of Service involving the use of third-party programs, or ‘bots’ to control game characters. Using scripts, macros, add-ons or "bot" program to control game characters is a violation of our Terms of Service. Having investigated this incident, we have decided to suspended the account for 72 hours and this has been recorded on your account. If this account is involved in any further incidents involving Terms of Service violations, it is very likely that we will take stronger disciplinary action against it.

We aim to provide a fair and safe playing environment for all of our community here at Elder Scrolls Online: Tamriel Unlimited.

With this in mind, please take a few moments to review the Terms of Service and Code of Conduct which you agreed to when you signed up to play The Elder Scrolls Online: Tamriel Unlimited.

Terms of Service - https://account.elderscrollsonline.com/terms-of-service
Code of Conduct - https://account.elderscrollsonline.com/code-of-conduct
Question Reference # 150725-007394

Date Created: 07/25/2015 10:13 PM
Date Last Updated: 07/26/2015 01:35 PM
Status: Solved

darthgummibear_ESO

Assuming you are telling the whole truth, which often isn't the case in situations like this, my only advice would be to actually call customer service. Actually talk to a human being.

Litharena

@darthgummibear_ESO This is what I would like to do, but they do not have a hotline (not here in Europe at least,)This is the reason I sent them my telephone number by e-mail so that they can call me back but nothing. I just received that very, very bad customer experience. My partner and I are still puzzled why (really, we are going insane here), why they blocked the accounts when THERE ARE NO third party programmes running. Do you have a number?

ZOS_Racheal

Greetings @Litharena ,

Posting the same message more than once is considered spam and this message was posted in multiple forums. As such, we are going to close this thread. There is still currently an active thread located here. Thank you for your understanding!