Customer service ticket closed as duplicate?

troomis

I got hacked, including my ESO account, and have been going through the stressful process of getting it back. The service ticket that I had open,

Help Portal Ticket 220106-006385

Was closed as a duplicate, but I don't have any other ticket to reference.

I need help securing my account as the hacker changed the security question and answer so I can't change it and the password to get full control back.

Should I create a new ticket and reference the old one?

ZOS_Bill

@troomis

Thanks for listing the ticket number you have. We've sent you a forum PM with the new ticket number and an update.

troomis

thanks, replied to the PMs hopefully you can help me I'm pretty scared

troomis

FYI, I created a new ticket on Bethsesda help since this once was closed and there doesn't appear to be an actual duplicate ticket
220111-004717

ZOS_Bill

@troomis

Thank you for the new ticket number. We've sent you another update on the new ticket via forum PM.

troomis

Hi, I created a new ticket 220119-006005 on Jan 19th, as the previous one was not being updated anymore. I'm not sure if I didn't enter it correctly because it doesn't look like it's been reviewed at all yet, is that a normal amount of time to wait? The previous ticket I got a response in less than two days, is it maybe because this is getting escalated as I requested?

ZOS_Bill

@troomis

Your new ticket #220119-006005 was recently moved to the correct queue which has caused an additional delay before hearing back from a support agent.

troomis

Thanks @ZOS_BillE I had a feeling I something like that may have happened

troomis

I'm not satisfied with the result/progress of my support issue over multiple tickets, and wanted to speak directly with a support manager.

I was told by someone in the ESO community that I should call ZOS at (410) 568-3200 and request to have a customer support person call me back, but there is no receptionist answering the call. It just keeps looping back to the start of the automated messaging system when I select to speak to the operator.

Is there some way to schedule a phone call to review my account issue?

ZOS_Bill

@troomis

There is not a direct phone number to reach ESO support. You can update your most recent ticket number with this request.

SCooney73

@troomis I had the same problem with some serious issues this week. No cooperation whatsoever . Hopefully you had some resolution. I love the answer "There is not a direct phone number to reach ESO support." Is is almost like they don't want to be reached when there is a problem. . .

ZOS_Bill

@SCooney73

If you have your ticket number, we can check on your ticket to ensure it was handled correctly.

SCooney73

@ZOS_Bill Here are a few. We had to submit multiple tickets, many of which were flagged as duplicates. We logged multiple tickets due to lack of response.

SCooney73

@ZOS_Bill I would like to think when you read them you would realize that they were NOT handled well. 220226-00369
220224-004270
We haven't managed to get anyone to understand the "Name" thing. . .

ZOS_Bill

@SCooney73

Thank you for your ticket number. We've sent you an explanation of why some of the tickets were closed via forum PM.