Missing crowns for almost two weeks. Support has been silent

TatersMcGee

How long does it take support to get around to answering tickets? I purchased items on 2/5/20 and have yet to receive my crowns. The only thing I've gotten is some canned email. We are now coming up on two weeks. Is the only option to talk to my credit card company about a refund? It seems that ESO support doesn't care much about fulfilling their end of the deal when the money is already spent.

Saelent

You have to reply to the canned support message (through the website preferably) and possibly keep poking until you get a real person response.
Tickets close automatically after 72 hours because it is believed that there isn’t a problem anymore, since you haven’t mentioned it again. You’ll probably have to make another ticket.

Dusk_Coven

Only 2 weeks? https://forums.elderscrollsonline.com/en/discussion/507942/if-your-credit-card-gets-double-charged-beware-the-dangers-of-support/
Did you reply to the canned email. You're supposed to respond to that time-waster bot email that usually doesn't address your issue at all.
Yeah and don't talk to your credit card about a refund if you can. ZOS will probably lock your account and then continue to not talk to you.

TatersMcGee

Yep replied to the canned email and still have not heard a thing.

x48rph

The best route when support is silent is to make a post in the CS/Help section of the forums with your ticket number. The admins seem to be pretty good at least getting the ball rolling for people.

VaranisArano

Don't talk to your credit card company about a refund without first going through Support. ZOS will almost always close accounts for chargebacks (in part because they have to pay a fee for it), and then you'll be fighting with Support to get that resolved too.

Do try posting your Ticket # here or in the Help forum.

TatersMcGee

Thanks for the responses everyone. It seems that a lack of communication is pretty common from ZOS support. Hopefully this get some traction.

Ticket number - 200208-004932

Raisin

Maybe @ZOS_BillE can have a look.

huntgod_ESO

As mentioned DO NOT DO A CHARGEBACK!!! They will cancel your account and you will be unlikely to get it reinstated. This is SOP for all MMO's, if they get a chargeback, they have to pay a fee (as mentioned by another) and will automatically cancel that account.

virtus753

Brad the Escalation Agent: "For this reason, we insist that any refund requests go through us, not the bank. This could have been all handled within 24 hours if it had been done that way." (from the link above)

If ZOS had handled either of these situations in 24 hours, we wouldn't need to be tagging other staff to get Support to do their job. And since they quote "24 hours" as a timeframe to solve an issue like this, 11 days (6+ business days) of complete silence on their part is easily tantamount to refusal to redress the situation.

The fact they hold chargebacks over customers' heads like this while keeping their money and refusing to own up to their own mistakes defeats the purpose of consumer protection entirely.

ZOS_Bill

@TatersMcGee

Please check your inbox for an update on ticket #200208-004932.

TatersMcGee

@ZOS_BillE Thank you!

DarqueGoddess

I'm also having a similar issue...Incident: 200319-006022

ZOS_Bill

@DarqueGoddess

We've sent you a private message regarding ticket #200319-006022.

jttoanuvab14_ESO

Incident: 200323-004008

ZOS_Bill

@jttoanuvab14_ESO

Thank you for the ticket number. Please check your inbox for an update.

Barakax

@ZOS_BillE Hello, i have a similar issue. I am missing crowns from "Newcomer Pack" which i have bought in Steam 2 days ago. I got Salamander pet and EXP scroll at once, but crowns are missing. Could you, please, take a look at a ticket # 200414-010386 . I know, it takes very long for a support person to answer a ticket nowadays, but I really need those crowns before DLC-mega-pack discount ends in 4 days; please, help . Thank you!

ZOS_Bill

@Barakax

Please go ahead and check your inbox for an update.

Barakax

ZOS_BillE wrote: »

@Barakax

Please go ahead and check your inbox for an update.

Alright, thank you