Need to find alternative communication method with Customer Service

Wolfmaster

So the At&T servers automatically block all traffic from the Elder Scrolls Customer Service. It has nothing to do with my outlook or spam settings, it's never making it past the AT&T servers. Ubisoft Customer Service is having a similar problem. This link helps to describe some of the problems:
https://forums.att.com/conversations/att-internet-email-security/unable-to-get-authentication-emails-from-game-companies/613005e744197d015aa5c47b

So, because of this, I am unable to receive any instructions from customer service about how to get my account back up and running. Through some very helpful moderators here in the forums, I was at least able to determine what the initial problem was with my account (there was a mistaken chargeback on a credit card) so I was able to determine why my account was suspended. No worries. I got a hold of the bank immediately, explained the situation, and they automatically re-instated the charge as valid. That charge has now shown back up on my bank account in the amount of $164.24; 2 days ago. I Still do not have access to my account. At this point I'm losing a considerable amount of gold, my trading guilds are probably getting ready to drop me for inactivity and I've probably got squatters moving into my houses! I submitted another ticket with an alternate email address but have received no contact on it at all. I can't log into the account to change the AT&T address to a Gmail one because, well I can't get into my account. So, since I've paid the money, can someone please figure out what or who I need to talk to via chat, email, phone, whatever, to get my account turned back on. This is getting ridiculous. We will have figured out limitless energy, colonized mars, and found the cure for cancer by the time I get to play again. So one of you high-speed low drag badass ZOS folks please dig into this for me and square a brother up.

Amottica

https://help.elderscrollsonline.com/app/home?region=US

That link shows up in the upper left corner of the desktop browser and is called Support. You can create a ticket there.

Good luck

Wolfmaster

Btw, the original ticket number was 211101-005535 and the ticket with the new email contact is 211104-004630

MissPan3024

My ticket responses are also being filtered out. Finds no Bethesda support emails is not easy when they respond.

MissPan3024

Finding *

M_Volsung

Tag a mod in this post to get some eyes on it.

Sylvermynx

Wolfmaster wrote: »

Btw, the original ticket number was 211101-005535 and the ticket with the new email contact is 211104-004630

@ZOS_BillE @ZOS_GinaBruno @ZOS_Kevin

Wolfmaster

Thanks for that, I didn't realize that is how it worked. @ZOS_BillE BillE was very helpful before.

ZOS_Chiroptera

Hello,

If you are not receiving our emails, you can always check in on your ticket at the help website. You can also reply to tickets there. An alternative would be to open an Account Recovery ticket here. You do not need to log in to submit this kind of ticket and can use an email address not associated with an account.

Your ticket (211104-004630) is still open and has been escalated to the correct team. An agent will reach out as soon as they are able. Your request to be contacted at your new email address has also been noted.

Sylvermynx

Thank you @ZOS_Chiroptera - that's some very helpful information there. I didn't realize you could check things without logging in, as I so seldom have needed support! I'll bookmark your post in case others have similar issues - can help to get them sorted out to actually get some assistance.

Wolfmaster

Thank you @ZOS_Chiroptera . What do I do If I don't hear from them any time soon? There must be some recourse to escalate the situation as it can't remain stagnant forever. The Account Recovery you mentioned above is where I've submitted my ticket, but I still have not heard from them. @ZOS_BillE said that they had been sending information to the email on my account which is an ATT email that doesn't accept mail from you guys for some reason. I posted the link from the ATT website. I certainly hope that I'll be able to play today...it's been a week and I'm about ready to just give up and find a new game. I stayed loyal to ESO when so many others jumped over to New World because I love this game and it feels like family..it's just lately it feels like the family has thrown me out into the street. Thanks again for your help.

SeaUnicorn

Seeing how they didn't do anything about it in such a long time - just switch to another email service. Gmail is free and it works. Never had problems like this.

Wolfmaster

SeaUnicorn wrote: »

Seeing how they didn't do anything about it in such a long time - just switch to another email service. Gmail is free and it works. Never had problems like this.

I would gladly change, but I still can't log into my account because they still haven't reactivated it. It's been a freaking week. I've tried to be a good sport about all this, making jokes and writing poems about my dilemma, but at this point, I'm just getting freaking pissed off. [snip] A good business ensures that customers are a priority because without them you don't have a reason to exist. I've bent over backward on my end to try to get this resolved and other than a couple of helpful moderators I haven't gotten jack [snip] in return. There was a billing error, it was fixed, now turn my damn account back on for Christ's sake. [snip] Treat us the way you would want to be treated as a customer. Put yourself in my shoes right now and tell me you wouldn't be aggravated as hell if someone was ignoring you like this when you've got 7 years and tens of thousands of dollars invested in their product. I just want to play the game.

@ZOS_GinaBruno @ZOS_BillE @ZOS_RichLambert @ZOS_Chiroptera @ZOS_Kevin @ZOS_EVERYBODY

[edited for bashing & profanity bypass]

Wolfmaster

Wolfmaster wrote: »

SeaUnicorn wrote: »

Seeing how they didn't do anything about it in such a long time - just switch to another email service. Gmail is free and it works. Never had problems like this.

I would gladly change, but I still can't log into my account because they still haven't reactivated it. It's been a freaking week. I've tried to be a good sport about all this, making jokes and writing poems about my dilemma, but at this point, I'm just getting freaking pissed off. [snip] A good business ensures that customers are a priority because without them you don't have a reason to exist. I've bent over backward on my end to try to get this resolved and other than a couple of helpful moderators I haven't gotten jack [snip] in return. There was a billing error, it was fixed, now turn my damn account back on for Christ's sake. [snip] Treat us the way you would want to be treated as a customer. Put yourself in my shoes right now and tell me you wouldn't be aggravated as hell if someone was ignoring you like this when you've got 7 years and tens of thousands of dollars invested in their product. I just want to play the game.

@ZOS_GinaBruno @ZOS_BillE @ZOS_RichLambert @ZOS_Chiroptera @ZOS_Kevin @ZOS_EVERYBODY

[edited for bashing & profanity bypass]

[snip] I've contacted them directly and they have said that they are aware that customer service e-mails and other notifications from ZOS are being blocked by their servers. [snip] people just need to be aware of the issue so that they don't think something is wrong with their email. It's not something we can deal with as consumers, AT&T and ZOS have to figure it out.

[Edited for Discussion of Moderation Action]