Bank Wiped/Upgrade Gone

Vhalkyrie

While I was playing last night 4/7/2014 at 8:00 PM EDT, I went to my bank and found everything missing and my bank upgrade was reverted back to the default 60 slots. My items came back when I logged into another character, but my bank slot upgrade is still missing. Can I please have my bank upgrade back? It's very worrying that I can't trust the bank. I submitted a bug report. Thanks.

Ticket:
4/8/2014 #140408-031184
4/9/2014 #140409-033784
4/18/2014 #140418-037159

Update[4/8/2014] Issue happened again at around 9:00 PM EDT. I was swapping items between characters. I logged into my main, traveled with a wayshrine and the Imperial Explorer pack and pets were again mailed to me, my bank account wiped. I relogged with my secondary character and my items came back, however, my bank upgrade is still missing. I now have three sets of bonus items in my mailbox. I have not opened the two mistakenly sent ones.

Update [4/9/2014] I received another response from CSR which doesn't appear the person is informed about the issue. I am attaching it to this thread. He says there was a patch that fixes some issues, but this happened to me at 9PM EDT, there wasn't any patches that I can see after that.

I resubmitted a new ticket as this issue is not resolved. CSR responded at 12:42pm saying the agents of Molag Bal have stolen our items - lol. She says they are working on it, and all items will be returned. (I hope that includes bank upgrades)

Update [4/13/2014] Reissue of Imperial bonus items and bank wipe occurred again at 8:36PM EDT. Issue is still not resolved. The server was under heavy stress as chat was delayed by several minutes. I was not switching between characters, I was just logging in after dinner. This is incident #3.

Update [4/18/2014] I submitted new ticket #140418-037159 to request return of my bank slot upgrade as per the patch note instructions.

Update [4/20/2014] I received compensation in gold for my lost bank slot and (possibly) missing items. I am satisfied with this resolution. Thank you, Zenimax!

Grizzly_UK

This is happening to a lot of players, some of whom are still waiting for their items to be returned after being hit with this bug during Early Access! There's a couple of other threads about this, some seem to think it's connected to receiving in-game mail(s) from customer support containing second (or third) re-issues of Explorer Pack and/or Imperial Edition in-game items (pets, treasure maps, etc). No official word on the cause yet, but Zenimax are aware of the problem at least.

While I have seen some reports from players stating they have received their items back I haven't yet seen a single report of anyone getting either their bank upgrades back or a refund of the gold costs for those lost bank upgrades!

GossiTheDog

Yeah, this is a known bug basically. I suspect this is why they turned off in-game mail.

Vhalkyrie

That was the weird thing. I had my Imperial Explorer Pack reissued in the mail which I thought was strange (I did not need or want), and my bank items/upgrade was wiped out the same time.

evedgebah

I had the exact same issue.

Sycosis

Same thing happened to me this is starting to get pretty annoying.

Mujuro

This happened to me Saturday and I reported it, but haven't heard back. I also called the support line (1.855.296.3170) and left a message about it requesting a callback. With some luck, this will be fixed with the next patch.

Vhalkyrie

I just had a CSR respond to my in game ticket. They said they are aware, are looking at it, and are escalating this.

Talins

Had this happen last night, put in a ticket (at midnight eastern) and was answered almost immediately (not a form/canned response) that they're aware of the situation, but since it's still under investigation, they're not able to restore of compensate people yet (and before anyone flies off the handle - and I know people still will- CS doesn't always have a direct line to the programmers who fix bugs - especially at midnight eastern

Sycosis

This is a huge bug they need to be on the ball this has been going on since launch. Also your customer support people need sat down and briefed. I had a different issue and every email i received had nothing to do with my issue at all. Fix it or this game will go to ftp in a years time.

Lial

A variation on this happened to me yesterday while swapping characters to reallocate crafting items among inventory of 3 characters and bank. One characters suddenly received mail containing duplicates of award items. At the same time my bank defaulted to 60 items and I lost all of the money I'd just moved into it. I submitted a bug report, but to date have not had anything refunded.

As a side note I spend an awful lot of time - and game money - running to towns with banks to move items among characters because additional space after the first 10 is so expensive. You should consider a storage system similar to that of Guild Wars 2. I've also resorted to selling to merchants in the field and buying items back to avoid having to stop what I am doing and return to a bank.

anghara

The same thing just happened to me, like Lial while swapping characters to free up bank space. Logged into one character to have an empty vault w/60 slots (was at 80), and at the same time got all the imperial edition/explorers pack mails again. Switching characters restored the bank, but not the upgrades or the missing 20 items that were in there.

Auric_ESO

Put in your ticket not just /bug. They are aware and working on fixing the bug and are restoring banks and items.

anghara

Well, I did both but a number of other threads it seems like they are just sending a "we are looking into it" email and then doing nothing further and not restoring anything.

Trake

Be aware, some are reporting they've been wiped twice and lost their bank upgrades a second time.

It's not safe to upgrade at all, until the bug is fixed.

Natala

I had this happen as well. Customer Support was quick to respond - with an IC mail response too, which amused me. I can manage my bank well enough until they figure it out. Just make sure to respond every few days to your tickets so they don't close them. I'm hoping that tomorrow being Wednesday and the normal maintenance day, they'll have a fix by then.

Vhalkyrie

It just happened to me again 9PM EDT. I was swapped things between characters, used the wayshrine, and I received all the Imperial bonus items again. So I now have three sets of explorer packs and pets. Like before I lost all the items in my bank. I relogged as a different character, and my bank items came back. My bank upgrade is already nuked from the first time, so I didn't lose anything.

Vhalkyrie

I just received another response from CSR. I sent them an email with additional information about what happened (which the first CSR requested). However, I don't think this second response from this person is informed of the issue, or even read what I wrote. In no way did I complain about the response time, so this reads like a canned form letter.

This was my message to CSR:

I logged in Monday 4/7/2014 at about 8pm EDT and I found the Imperial Explorer pack and pets were reissued in the mail. I did not request this. My original pack and pets in game emails are still in my inbox. I have not removed the attachments from the mistaken reissue. I also found my bank account and bank upgrade wiped. I logged in with another character and the items returned to the bank, but my bank size is still reverted to the default 60 slots. (I had the 70 slot upgrade). I do not believe that I am missing items, but I am uncertain.

This is their response:

Greetings Adventurer,

We wish to apologize that it has taken such a long time to respond to your request for help. We are deeply sorry that we have not met our expectation of responding to you in a timely manner to aid in resolving your issue.
We have recently pushed through some updates which we believe has resolved most of our customers’ current issues. If you are still experiencing an issue that has not been resolved by our recent fixes, please feel free to respond back so that we can target your trouble directly and help you more efficiently. We value all of our players and wish to address your issue so that you can travel the wilds of Tamriel.

As this happened to me last night at 4/8/2014 at 9PM EDT, this is not fixed, nor have I received my bank upgrade back.

barduck

Vhalkyrie wrote: »

Greetings Adventurer,

We wish to apologize that it has taken such a long time to respond to your request for help. We are deeply sorry that we have not met our expectation of responding to you in a timely manner to aid in resolving your issue.
We have recently pushed through some updates which we believe has resolved most of our customers’ current issues. If you are still experiencing an issue that has not been resolved by our recent fixes, please feel free to respond back so that we can target your trouble directly and help you more efficiently. We value all of our players and wish to address your issue so that you can travel the wilds of Tamriel.

As this happened to me last night at 4/8/2014 at 9PM EDT, this most definitely is NOT fixed, nor have I received my bank upgrade back.

This is the exact, word by word, response I got from them today in response to my tickets from Saturday about the same issue. Probably some copy/paste by a clueless CSR.

In the meanwhile, I got my bank reset for the second time yesterday, lost 2 bank upgrade, gold and ~20 items.

And they ask me if the issue was "resolved"?! How can the issue be resolved if I am still missing all my bank upgrades and items?

Vhalkyrie

I just found this in my email:

Response By Email (Paulson) (04/09/2014 12:52 AM)

Question Reference # 140408-031184
Date Created: 04/08/2014 10:49 AM
Date Last Updated: 04/09/2014 12:52 AM
Status: Solved

This issue is NOT solved! I am submitting a new game ticket.

New ticket number: 140409-033784

Vhalkyrie

I just received this email from CSR (which I appreciate the IC response!)

Our soothsayers have determined that the minions of Molag Bal have unjustly relieved you of some of your hard-won possessions. The mages in charge of our wards of protection are deeply sorry for this oversight. They wish to assure you that they have identified each and every adventurer who lost items, as well as each and every item that was lost. They are busily summoning the missing items back from Molag Bal’s vaults in Coldharbor.
Keep an eye on your in-game mailbox. Your items will be returned to you as soon as they become available.

Thank you for your continued interest and support!

Vhalkyrie

I didn't have the glitch happen to me last night, but that's because I was too scared to switch into my alt. My bank upgrade has still not returned.

Thurallyon

Same happened to me last night, received the pre-ordered items again. lost 7k gold from bank, 80 slots back to 60 the itens refering to the 20 slots i had are missing.

and i got this answer :

Greeting ,From the Elder Scroll Online Support team,

At this time, any gear converted to Imperial gear cannot be changed back to its original state. Applying the Imperial conversion to a piece of armor is like upgrading that piece-- once you've successfully ugraded the item, it cannot be changed back.

zeuseason

This bug has hit me as well. I lost 50 bank spaces worth of upgrades & items. Some rare upgrade mats too. Tons of enchant mats, alchemy, wood/smith/cloth full stacks. I too received all the CE items in the mail again and I also had this bug after what other players did in game (relogging onto an alt).

I'm guessing I lost tens of thousands of gold at this point. I can't even log into play this is so discouraging.

Vhalkyrie

I'm not even messing with the bank upgrades at this point, and have resorted to storing excess items on mules. I don't feel I have any other option. I've been annoyed by the various quest bugs like everyone, but I am patient that they will get fixed. The bank bug is one of the most egregious, though. A player's bank vault is sacrosanct.

RoonMian

It just happened to me for the third time. I have no idea exactly which items I lost but I know exactly how much gold in bank space upgrades just evaporated for me. It's 19700... Nineteen thousand seven hundred gold...

RickiHN

Yup happened to me too. Didn't connect it to the CE items, just guessed that might be normal. But yeah bank upgrades defaulted but for me all the items spilled out into 2 characters inventories. So now all my characters are pretty much bogged entirely down in items and playing is just a pain in the ...

And I can only agree. The ingame support have been extremely clueless. First ticket I wrote seemed to revolve entirely around lost items for the support guys. When I explained that I had all the items, but wanted my bank slots or gold back, they just marked the case solved and never replied again.

Next ticket just gave some vague explanation of the information had been passed on and again the case had been marked solved and I never got any answers again. Not once did any of them try to help by offering to refund the money for the bank slots or give them back. Instead I feel left standing clueless not knowing if they are doing something to help me or not due to their extremely vague wording of their replies.

Iorail

Vhalkyrie wrote: »

I'm not even messing with the bank upgrades at this point, and have resorted to storing excess items on mules. I don't feel I have any other option. I've been annoyed by the various quest bugs like everyone, but I am patient that they will get fixed. The bank bug is one of the most egregious, though. A player's bank vault is sacrosanct.

Yeah don't, I upgrade back as I need the space, log out and back and the upgrades are gone yet again....

zeuseason

RickiHN wrote: »

Yup happened to me too. Didn't connect it to the CE items, just guessed that might be normal. But yeah bank upgrades defaulted but for me all the items spilled out into 2 characters inventories. So now all my characters are pretty much bogged entirely down in items and playing is just a pain in the ...

So all of your lost items ended up in other character's bags?

EDIT: yeah, it looks like my bank items landed on another character. I'm assuming I'm not missing any items (but who knows) so all I'm missing from this bug is 110 slot bank upgrades and roughly 20k gold (I think).

Vhalkyrie

RickiHN wrote: »

Not once did any of them try to help by offering to refund the money for the bank slots or give them back. Instead I feel left standing clueless not knowing if they are doing something to help me or not due to their extremely vague wording of their replies.

This is how I feel too. The CSRs responded fast to me, but they didn't address the problem in a way that left me feeling like they understand my issue. I'm uncertain whether they don't understand the problem, or are just closing tickets blankly in order to meet some target quota - just responding to the ticket does not mean it is solved! I just received a customer support survey in my email, and I'm afraid my responses will be below average for quality of service.

RickiHN

Vhalkyrie wrote: »

This is how I feel too. The CSRs responded fast to me, but they didn't address the problem in a way that left me feeling like they understand my issue. I'm uncertain whether they don't understand the problem, or are just closing tickets blankly in order to meet some target quota - just responding to the ticket does not mean it is solved!

Yeah this is exactly how I felt too. The first response you get from the support is marked as solved(be the case solved or not) and then it is impossible to get any further answer from them unless you go make another ticket. Sounds indeed like they are being payed by provision per closed case or are forced to meet some quota. Both cases are pretty damn destructive to our customer experience.