“You have been suspended from the site.”

LadyShauna

Hello friends, I could really use help right about now from ZOS to get my account restored, as well as I'd love to hear insight from fellow players.

Here is my story:

It all started when I discovered 5 fraudulent charges on my credit card that occurred on May the 8th from some company I've never heard of somewhere in Europe. The merchant name on the account is “MBI MDH Support.com” (I don't know who they are, but I'm naming them because they can burn for robbing me and starting this whole mess.)

I called up my bank right away, and reported those 5 charges from that merchant, they said they'd reverse the money, and send me a new credit card.

All is well again... Until!

June 20th rolls around, I attempted to log into my ESO account and I get THIS message: “You have been suspended from the site.” I check my emails to look for any clarification as to why this is, and all I have is an email saying “This message confirms that you have successfully canceled your ESO Plus membership etc.) But I JUST renewed my ESO Plus membership! AAAAAAAHHH! I submit a support ticket right away to inform them of the ESO Plus cancellation email I received and the suspension message I get when trying to log in and to please advise.

Someone by the name of Betty writes me back to say there was a charge back on my account so they suspended my account and she advises that I call the bank and get them to reverse the charge back.

I call the bank and they tell me that there wasn't any charge back done with this merchant, only the charge backs for the 5 fraudulent charges.

With that, I write back to ESO that the bank doesn't acknowledge any charge backs with them, but if they can give me the date of the charge and the amount I would have a stronger case to make with the bank.

I get another response back from Betty, not with the helpful information that I asked for to get this ball rolling, but she does tell me that there were in fact 4 charge backs and not just 1 (Ugh, noo!), however she says these were dated the day before my suspension... (Not possible, I didn't buy anything the day before.)

I reply back to Betty; That date cannot be the date that I was charged for Eso Plus or crowns as I had been banned by that point and my ESO plus renewal wouldn't have come up that late (I had my ESO Plus renewed on June 8th) and that the bank still insists there are no charge backs through Elder Scrolls Online or Zenimax. At this point I mention that I had reported fraudulent charges on my old card in early May from an unknown merchant “MBI MDH Support.com”, but that I doubted it could be them because the amounts charged to my card don't resemble the costs for ESO Plus or crowns. I ask her to verify that this is definitely not their merchant name. And once again to please give me the date and amounts of the transactions so that I can make a case with my bank.

By this point Zachary responds back to me with: “To be clear, a chargeback is not a declined payment. It is when a payment is identified as fraudulent and you ask your bank to cancel it on your behalf. They then refund you the funds, and seek the original funds from the company in question.” (Gotta say, I was taken back by this, as I'd already explained the situation with the bank, and that I was ready and willing to argue with my bank to return the funds to ESO when given the transaction details. I felt like this was a roundabout way of calling me a liar.) He proceeded to give me the dates of the transactions and the amounts, fortunately.

I called up my bank, and after being passed around 5 times because everyone I spoke to said there were no charge backs other than the ones I reported. I FINALLY reached someone who said they could see the Elder Scrolls Online charge backs. The guy was great until I asked how long will this take to reverse this. He said anywhere from 2 days to a month. My response was polite but I asked him if he could narrow it down, and sooner please because it had to be fixed right away as my membership was depleting with each passing day, and the charges were never charges I had disputed to begin with. The man became huffy with me and rushed me off the phone.

And so I wrote back to Zachary to retell my tale of how I did not report ESO, but another merchant's fraudulent charges. The bank made a mistake and they are reversing the charge backs now. I asked if I'd receive any notification when my account is reactivated, and I asked if they'd be kind enough to freeze my ESO plus membership til this is resolved. They said no to freezing my membership, and didn't get back to me about getting notified.

5 Support tickets. 3 tickets were issued to get that conversation, and 2 of them since Thursday night to inquire on the status of reactivating my account, because I was later asked to alert ESO should I see first that the funds have been returned. The funds have been returned, I'm just still waiting for a response that may never come.

I'm left feeling so torn, paying for services I don't get access to. The Elder Scrolls Online is in my opinion the best MMO that ever existed, and still, I should be ashamed for spending way more money than anyone should to afford these collectibles. I'm so saddened by all the limited time offers that are starting today until July the 10th that I am missing out on, and through all this I can't help but feel very very afraid that even if my account is restored, ESO may have no interest in compensating me what was lost. How this will shake my confidence in ESO.

Captain2

Hrm. Well it does seem odd that they've stopped replying to you. Hopefully someone here knows more than me about how to fix this.

Darlgon

Errr.

Sorry for the hassle you are getting.. Umm.. you may want to start cancelling credit cards tho. And checking for more Identity theft.

That "so-called" company.. looks like a shell company for a credit card fraud operation.

http://mdh-support.com/en is the only thing close to a valid website I can find, and it says its in EU, but the address is in California USA.

LadyShauna

Darlgon wrote: »

Errr.

Sorry for the hassle you are getting.. Umm.. you may want to start cancelling credit cards tho. And checking for more Identity theft.

That "so-called" company.. looks like a shell company for a credit card fraud operation.

http://mdh-support.com/en is the only thing close to a valid website I can find, and it says its in EU, but the address is in California USA.

Thank you. Yeah it's lucky that my bank account updated so that I was able to spot all 5 transactions from just the day before, and cancelled the card before further charges occurred, so at least there's that.

LadyShauna

Update:

The Elder Scrolls Online Team says they need a notification from my financial institution to confirm the chargeback reversal.

My financial institution is claiming that they won't send notification to the merchant, as it is between me and the merchant.

What the...!

Thorebane

Captain2 wrote: »

Hrm. Well it does seem odd that they've stopped replying to you.

Honestly sounds perfectly like the support from this game since day one minus the odd helpful GM/Staff. lol.

Elsonso

I hate it when I have to act as a go-between for two companies that don't want to talk to each other.

LadyShauna

Update:

Bank phoned me back just to tell me there's nothing more they can do, that they've done everything on their end, and it's up to ESO's financial institution to notify them that everything's been rectified. One guy even said I should threaten to take legal action against ESO for barring product and services I've paid for. I wanted to scream "Maybe I should take legal action against YOU guys at (Bank) for flagging legitimate charges I never reported and not attempting to correct YOUR error much sooner!" Pencil pushers...

ESO checked yesterday morning if their records have been updated and only 1 of the 4 charges so far... Hopefully I'll get another update today.

EDIT: I have requested the claim be escalated...

EDIT: Worse now, temporarily unlifted suspension with being promised of a permanent ban if not resolved in 30 days.

LadyShauna

Update: Support got back to me again relieving me of the ban and kindly gave me back my ESO Plus.

However, my attempt to purchase crowns was denied. I called my bank to see if this was on their end, and no...
So either the store to purchase crowns is down, or my profile is banned from making purchases. Hopefully I will get a positive response tomorrow.

ZOS_CoriJ

While we understand your frustration in this matter, it seems this has been resolved one on one with support, so we are closing this thread.

If you still require further assistance please keep in touch with Support via the email you've already been in touch with. We ask that if this occurs in the future that you contact support instead of the forums. There really isn't a way to address a billing issue from a forum thread nor is there reason for a support thread if the issue is being handled.

This is a matter sensitive to your account and should be discussed with a proper agent who can help out like they have in this scenario.

Thanks!