Cannot Access Store Due to Wrong DOB

Slayer94583

You have got to be joking. This is the most stupid design ever. Somewhere when setting up my account you asked for my DOB. As it's NONE OF YOUR FREEKING BUSINESS I used some random date. So now I just tried to to to the store and it asked my DOB. When I put it in wrong just ONE TIME it now denies me access.

HOW THE HELL DO FIX THIS????????? Its totally unacceptable that you are gating access based on personal info that is none of your business.

Liekos

It pairs with your CC info. If you specify the wrong one, then it errors because your payment info is wrong.

It's like being asked for your zip code. It isn't an invasion of privacy, it's a verification check to ensure it's you using the card.

Slayer94583

If it was paired with my cc info then my cc would have been rejected but they seem to have no problem charging it. Asking a zip code that matches a cc address is very different than asking for a DOB.

Point is I entered the incorrect DOB ONE TIME and now I am locked out of my account with no way to reset using any method I can find. Doesn't even let me access the site at all. Just a big freeking "Access Denied" message any time I try to go to the URL for the account.

jpsgamingb14_ESO

date of birth is their "freaking" business cause its an M rated game....for starters so they are required to ask it...yes yes I know people can lie.

Also try clearing your browser cache?

Liekos

Well, you can click 'Support' on the upper right and give them a call.

But date of birth is fairly standard information, just use valid info going forward .

What would such a dastardly company do if they knew your real birthday? Go around your town claiming your free birthday deals?

Slayer94583

jpsgamingb14_ESO wrote: »

date of birth is their "freaking" business cause its an M rated game....for starters so they are required to ask it...yes yes I know people can lie.

Also try clearing your browser cache?

Thanks for the tip. I'll try it. Sure, games have asked DOB to protect themselves against underage access. However, I've never seen a DOB used for security like this, AND, lock people out just for one incorrect entry.

BTW, I am an App producer for a large SW company, and I can assure you that using personal information in this manner is not standard or acceptable. Any app we create would be rejected upon internal review if it asked users for their DOB and used that for security purposes.

Liekos

I work directly for President Obama, and I mentioned this issue to him. He is livid, and he is calling Congress to an emergency session to address this.

Reignskream

Slayer94583 wrote: »

You have got to be joking. This is the most stupid design ever. Somewhere when setting up my account you asked for my DOB. As it's NONE OF YOUR FREEKING BUSINESS I used some random date. So now I just tried to to to the store and it asked my DOB. When I put it in wrong just ONE TIME it now denies me access.

HOW THE HELL DO FIX THIS????????? Its totally unacceptable that you are gating access based on personal info that is none of your business.

This is a mature video game, and if your not 18 years old +, or don't have your mommies consent, then you aren't supposed to be playing this game. Like the poster said above, try clearing out your history/cookies/cache, I've heard that solves it.

Nebthet78

You are not the only person having this issue. When I was putting in those details during BETA when I created my account, my computer ended up shutting down on me but the account was created any ways. So now I have no clue what so ever what has been placed in there for my DOB. Customer Service now refuses to allow me to get access to my 30-day free trial or to answer any of my questions at all. There is no where in my account where I can go to verify my information what so ever.

Additionally, I don't plan on ever using a credit card or have a preauthorized sub for this game, but plan on using game-time cards. But because of this mess up, I am screwed. I was told by customer service they were going to escalate this to get it solved, but 5 days later no one has contacted me about it what so ever.

I even offered to send them pictures of my birth certificate or passport to verify my name and have it beside a piece of my current mail and the Game Registration code to verify it is indeed me trying to access my account.

I have never ever come across a company using a DOB as a verification of who you are. Let alone one that keeps your information but doesn't allow you to review it or change it. What happens when I have to move?

I am disgusted by this.

krilleyy95

Amazing that people complain about their own stupidity. As for you, @Nebthet78 - There is no way a webpage could ever create the account without your consent, if you haven't clicked to register, or pressed the enter button, so, either you clicked enter in panic when your computer shut down, or you're just looking for a way out of your own stupidity.

Nebthet78

krilleyy95 wrote: »

Amazing that people complain about their own stupidity. As for you, @Nebthet78 - There is no way a webpage could ever create the account without your consent, if you haven't clicked to register, or pressed the enter button, so, either you clicked enter in panic when your computer shut down, or you're just looking for a way out of your own stupidity.

Things happen on accident. But that is no reason for a company not to work with someone to fix it. That is just bad customer service, especially when I can actually verify who I say I am.

I actually hope you have to go through something like this one day and get to see how it feels.

krilleyy95

Nebthet78 wrote: »

krilleyy95 wrote: »

Amazing that people complain about their own stupidity. As for you, @Nebthet78 - There is no way a webpage could ever create the account without your consent, if you haven't clicked to register, or pressed the enter button, so, either you clicked enter in panic when your computer shut down, or you're just looking for a way out of your own stupidity.

Things happen on accident. But that is no reason for a company not to work with someone to fix it. That is just bad customer service, especially when I can actually verify who I say I am.

I actually hope you have to go through something like this one day and get to see how it feels.

No, because I have no reason to put a false Date of Birth on my accounts in games ever, why would you even do that?.. By the way, how did your account ever get created, if you didn't place a dob at all? It would just put it as wrong information. So again, it must be your own stupidity..

Plus, it seems extremely unlikely that the customer support would treat you like that, even as bad as their reputation is right now..

- post some pics of your conversations with the supporters on email, black out ticket numbers and such, or I call this ranting about them complete bs.

Nebthet78

Here are the emails back and forth with customer service.. I have not heard back from them since the last communication:

There is no reason why they cannot send a special code to the email associated with my account that I have to give to them to verify that I do indeed hold the account. I can even give them my original user id and password assigned to me by them from my BETA access . I saved all of those.
But also the fact that he states to review my account information and email back isn't going to make a difference because you cannot even see the personal information you put into your account when you created it. Otherwise this would have been solved long ago.

I am more than willing to work with them to get this resolved, but the fact that an escalation is taking this long to solve is extremely disappointing. I have worked in customer service myself for over 7yrs. I would be fired for taking so long to solve someone's issue.

The last I have heard from them was Pilar on April 10th at 11:31am.

_________________________________________
Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 120 hours.

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

Subject
My game finally arrived in the mail. I have not yet redeemed the game code becau...

Response By Email (Jason) (04/08/2014 01:10 AM)
Greetings!

Thank you for contacting The Elder Scrolls Online Team. I would be more than happy to provide you with a solution! I have a majority of the information that I need, although, I need a little more. All I need is your date or birth, first and last name, and security question and answer. I know you sent the answer previously, but for the sake of procedure, if you could send this info, I can verify your account and help you properly.
We are grateful for your patience and support! I look forward to your reply. May the road rise to meet your feet!

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvP0vQriDv8S~XqtGmUe~yILAckqXC75Mv_Z~zj~PP9Q

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

Customer By CSS Web (S) (04/08/2014 12:59 AM)
My game finally arrived in the mail. I have not yet redeemed the game code because of all the issues you are having with the subscription billing issues and I don't want to loose any days included with the game purchase. Especially since, my PREFERRED method of Subscription are the Game Time Cards and you do not have them out to retailers until the end of the month, (April 28th to be specific).

I am requesting to be sent a non-recurring activation code so that I can access my FREE 30-days while I wait for my local retailers to receive the Game Time Cards. Where I can then purchase them.

As proof that I have my Imperial Edition Code I will post most of the code here, but masking the numbers in the code for my own security.
Game Registration Code: ******
Imperial Ed Exclusive Code: *****************
Explorer's Pack Code: ********************
Security Answer: ************

Please do not suggest I use a Credit Card, Paypal or even a Prepaid Credit card. I do not own any of these and will not use the later due to additional fees incurred, and my Country frowns on a company attempting to coerce customers into payment method they do not prefer.

I look forward to having this issue resolved in a timely manner.

Ms. S
Question Reference # 140410-002549

Date Created: 04/08/2014 12:59 AM
Date Last Updated: 04/08/2014 01:10 AM

---

Response By Email (Pilar) (04/10/2014 11:31 AM)
Greetings Ms. S,


We have assigned your ticket to another team that is currently looking into this for you.

We have acknowledged the information from the ticket 140410-037535 and have closed it not to generate any confusion. If you have any questions please reply to this email as your requests are being addressed on this ticket.

As soon as we have further information for you about this issue we will contact you immediately.

Warm Regards,
Pilar
The Elder Scrolls Online Team

---

Response By Email (Jason) (04/08/2014 01:46 AM)
Greetings!

Thank you for contacting The Elder Scrolls Online Team.

Thanks you for the information, although, your date of birth did not match the date of birth on our records, so we wont be able to fix your subscription issue at the moment. If you want to review your account information and reply once more, I should be able to help. I apologize for the inconvenience and look forward to your response.

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvP0vQriDv8S~RKrGvoe~yILAckqXC75Mv_F~zj~PP9M

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

krilleyy95

Nebthet78 wrote: »

Here are the emails back and forth with customer service.. I have not heard back from them since the last communication:

There is no reason why they cannot send a special code to the email associated with my account that I have to give to them to verify that I do indeed hold the account. I can even give them my original user id and password assigned to me by them from my BETA access . I saved all of those.
But also the fact that he states to review my account information and email back isn't going to make a difference because you cannot even see the personal information you put into your account when you created it. Otherwise this would have been solved long ago.

I am more than willing to work with them to get this resolved, but the fact that an escalation is taking this long to solve is extremely disappointing. I have worked in customer service myself for over 7yrs. I would be fired for taking so long to solve someone's issue.

The last I have heard from them was Pilar on April 10th at 11:31am.

_________________________________________
Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 120 hours.

If your issue has not been resolved, you can respond directly to this email. We look forward to working with you again should you need us!

Subject
My game finally arrived in the mail. I have not yet redeemed the game code becau...

Response By Email (Jason) (04/08/2014 01:10 AM)
Greetings!

Thank you for contacting The Elder Scrolls Online Team. I would be more than happy to provide you with a solution! I have a majority of the information that I need, although, I need a little more. All I need is your date or birth, first and last name, and security question and answer. I know you sent the answer previously, but for the sake of procedure, if you could send this info, I can verify your account and help you properly.
We are grateful for your patience and support! I look forward to your reply. May the road rise to meet your feet!

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvP0vQriDv8S~XqtGmUe~yILAckqXC75Mv_Z~zj~PP9Q

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

Customer By CSS Web (S) (04/08/2014 12:59 AM)
My game finally arrived in the mail. I have not yet redeemed the game code because of all the issues you are having with the subscription billing issues and I don't want to loose any days included with the game purchase. Especially since, my PREFERRED method of Subscription are the Game Time Cards and you do not have them out to retailers until the end of the month, (April 28th to be specific).

I am requesting to be sent a non-recurring activation code so that I can access my FREE 30-days while I wait for my local retailers to receive the Game Time Cards. Where I can then purchase them.

As proof that I have my Imperial Edition Code I will post most of the code here, but masking the numbers in the code for my own security.
Game Registration Code: ******
Imperial Ed Exclusive Code: *****************
Explorer's Pack Code: ********************
Security Answer: ************

Please do not suggest I use a Credit Card, Paypal or even a Prepaid Credit card. I do not own any of these and will not use the later due to additional fees incurred, and my Country frowns on a company attempting to coerce customers into payment method they do not prefer.

I look forward to having this issue resolved in a timely manner.

Ms. S
Question Reference # 140410-002549

Date Created: 04/08/2014 12:59 AM
Date Last Updated: 04/08/2014 01:10 AM

---

Response By Email (Pilar) (04/10/2014 11:31 AM)
Greetings Ms. S,


We have assigned your ticket to another team that is currently looking into this for you.

We have acknowledged the information from the ticket 140410-037535 and have closed it not to generate any confusion. If you have any questions please reply to this email as your requests are being addressed on this ticket.

As soon as we have further information for you about this issue we will contact you immediately.

Warm Regards,
Pilar
The Elder Scrolls Online Team

---

Response By Email (Jason) (04/08/2014 01:46 AM)
Greetings!

Thank you for contacting The Elder Scrolls Online Team.

Thanks you for the information, although, your date of birth did not match the date of birth on our records, so we wont be able to fix your subscription issue at the moment. If you want to review your account information and reply once more, I should be able to help. I apologize for the inconvenience and look forward to your response.

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvP0vQriDv8S~RKrGvoe~yILAckqXC75Mv_F~zj~PP9M

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

Well, it seems true now, yeah, but I cannot see anywhere that you explain to them, that you mistakenly put a wrong date of birth.. If you specifically tell them about that, I believe that they would be able to help you further, or at least easier

Send them a screenshot of your email receipt from buying the game or something like that, so they can see that the game belongs to you.

Nebthet78

After Jason had not responded back to me when I explained what was going on, I had to create another ticket to get some help. That is when Pilar messaged me back what he didn, but he didn't include my copy of the ticket to him in his response, only what was sent back and forth between Jason and I in the previous ticket.

Unfortunately when you put in a ticket, it doesn't send a copy of that to your email so you have a copy of it. I wish it would though.

I am going to give them a couple more days and then I am going to take a pic with my game code, a piece of mail with my name on it and my Passport so it shows that I am the person I say I am and that my email matches with my name and my account. Then I am hoping that will help and prove things to their satisfaction. But to remain silent and not respond with an update just isn't right.