Blackwood was removed from my account after purchase

Torma

I purchased The Elder Scrolls® Online Blackwood™ Collector's Edition upgrade for my ESO account from Green Man Gaming back in May. I activated the code Green Man Gaming gave me on my ESO account and my account status upgraded to Blackwood Collector's Edition. At the same time, I was refunded an ESO plus membership, which I believe has also mistakenly removed the Blackwood upgrade from my account. After Blackwood launched I noticed my account status had changed from Blackwood back to Greymoor and in my Billing History Blackwood is now listed as REFUNDED.

I contacted ESO support about this over two weeks ago and I was told to contact Green Man Gaming support about the refund (which didn't make sense to me, ESO billing history shows the refund, not Green Man Gaming - I have no record of a refund from Green Man Gaming and I can still see the activation key in purchase history with them). I contacted Green Man Gaming support and they said the game had not been refunded and there is no record of a refund on my Green Man Gaming account, which makes sense to me because the only place I see the word refund is on the ESO Billing History page. They also insist there is no way they can refund on ESO's system, which also makes sense to me. At no point have I believed Green Man Gaming refunded me anything, but I have been told by ESO support to contact Green Man Gaming about this issue, which I did.

I am now losing faith in ESO support as they are the ones who I believe made the mistake in the first place, but I am also now being told to speak to Green Man Gaming support who confirm no refund was made on their end. I have no idea how to resolve this problem anymore. I am waiting for a response from ESO support after informing them of no refund on Green Man Gaming's end.

I think the agent that has been assigned my support ticket (210608-006377 is my ticket number) does not understand the situation and is making a mistake.

I need a way to speak to a complaints department or someone who has the ability to resolve this. ESO support has literally told me to contact someone else's support, and now that support is telling me the change happened on ESO's end (which is what I have believed since the beginning). I can't keep waiting 7 days between responses from ESO support agents who are now telling me to contact other support agents who are telling me to go back to ESO support agents.

How am I supposed to fix this?

Torma

This issue has now been resolved. ESO support have fixed it. Thank you for your help.

ZOS_Bill

We are glad to know that the OP has regained access to Blackwood. As the issue is now resolved, this thread is being closed.