Friend's account suspended for unknown reason, support unhelpful

BardInSolitude

A friend of mine had his account suspended on Tuesday without an email explanation and his ESO+ submission cancelled. He cannot log in the ESO website to submit a ticket for himself, which is why he resorted to using Bethesda's account recovery system, but two days later he has not heard a single word from them. Was he banned? If so he does not know why, nor can he think of a single incident that could be worthy of a permanent ban. Has he been hacked? If so shouldn't Zenimax still inform him about it if they suspended his account on the grounds of safety?

In an effort to expedite the recovery process, I submitted a ticket on the ESO website on his behalf, asking that the ESO support contact him at his email address, yet after first misunderstanding my suggestion the person who responded to me flat out refused to even send him an email and asked that he use the very same account recovery system that has done absolutely nothing for him over the last 48 hours - after which they promptly closed my ticket without my consent. My friend has also called Bethesda's phone support and he has not heard back from them and is also considering contacting Microsoft directly. He has also seriously considered quitting the game as Bethesda's and Zenimax's silence on his issue for the last 48 hours is unbearable.

This is an unacceptable situation for not just a player but, most importantly, a paying customer to be. Denied access to his account, on which he has poured thousands of hours of work as well as real money, and without a signle word of explanation. This is the kind of situation that would warrant not just resolution but compensation - but at the very least we would like resolution.

I don't know what good posting here will do, but I cannot sit idly by while my friend is receiving no support for an issue that can't get any more crucial.

P.S.: My friend's @ name will remain anonymous for obvious reasons.

TaSheen

@ZOS_Kevin, could you take a look at this thread please?

Jaimeh

BardInSolitude wrote: »

In an effort to expedite the recovery process, I submitted a ticket on the ESO website on his behalf, asking that the ESO support contact him at his email address, yet after first misunderstanding my suggestion the person who responded to me flat out refused to even send him an email and asked that he use the very same account recovery system that has done absolutely nothing for him over the last 48 hours - after which they promptly closed my ticket without my consent.

The fact that they closed your ticket is really weird, because usually they give 48 hours to respond, and if you don't, then they close the ticket. It seems the representative didn't follow this process for whatever reason that time. If you have the emails, then you should open a new ticket and include them as well. ZOS a lot of the time doubles down on their decisions, so you might not get an answer as to why your ticket was closed like that, but at least it might be enough so that they look into the situation properly and hopefully provide a reason for what happened to your friend's account. Keep escalating it, hopefully someone will pay proper attention. Kind of wild to think customers treated like that though.

ZOS_Bill

This thread has been closed due to discussion of disciplinary actions. We have sent a PM to the OP to assist further with this ticket issue.