Restoring Missing Bank Slots/Items & Skill Points

Tomster

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Nice, cant even reply to tickets anymore....

Seriously.. I thought it was a fail already when I had to alter the whitelist at the company I work for to get mails from Zenimax through the spamfilter... but this is so much worse. Yes it is actually listed in spamhaus blacklist.

DNS
http://www.dnswatch.info/dns/dnslookup?la=en&host=mailrelay01.zos.atl.nexxphase.net&type=A&submit=Resolve
-> 199.250.132.186

Spamhaus blocklist
http://www.spamhaus.org/query/ip/199.250.132.186

Record, SBL220319:
http://www.spamhaus.org/sbl/query/SBL220319

I'm notifying them through the email support at their site, hopefully that funtion uses the same mailserver that is receiving the mails or at least is in the same internal network... It would perhaps be a good idea if someone actually called them and notified them of this since I'm not sure this will even get through, sigh.

*Edit*
But there is no way they would not notice a major problem like this. This effectively means that no emails get received by them and no emails that they send are delivered if I understand it correctly, so contacting support now is pointless since nothing will be delivered. And I've heard that it is a bit difficult to get it removed, but we'll see...

Zkull

Also got the email error.

Wow, what started out as a 'relatively' smooth launch (compared to many others), is quickly deteriorating into a nightmare for many of us.

Incident: 140413-064759

Not resolved

gcalex5

Finally got my stuff back the other day thanks ZOS!

Incogneatus

[Incident: 140414-126821] UNRESOLVED

I thought this whole gold solution was devised by them to hasten resolutions. Still no service from customer service. Lots of hot air, no substance.

adec12b14_ESO

Still haven't received any gold at this point. If nothing received soon will submit another ticket don't know what else to do.

Talins

adec12b14_ESO wrote: »

Still haven't received any gold at this point. If nothing received soon will submit another ticket don't know what else to do.

Do you have the email from the last ticket you put in? If so, simply reply to it, asking what is being done for resolution.

I did that Monday morning part way through the maintenance (my original tickets were sent in via the in-game portal on the 8th and 14th - with email replies to them both) and received an email back from them within 30 minutes stating the I would be receiving compensation as soon as the game became available again. When I logged in Monday afternoon, it was there.

I was more than satisfied with the resolution!

Bolo_Bob

i have replied several times and finally sent in a new ticket today because the last ticket failed to let me reply again.
i just keep getting auto response like answers from support and it always says solved.

i finally bought bank space since the "patch fix" but still i have not been helped.

anyway here is my new ticket: [Incident: 140423-067421]

Wooten

Just to give an update, I received a small amount of gold last night to take care of my bank bug. Don't know exactly how much because it was not in my email or in-game mail I received. The in-game mail said they needed to log me off even though I hadn't logged in for at least five hours. Even if I give the amount they gave me the benefit of the doubt, it definately does not cover everything I lost but there is probably only a 5k difference between how much I spent on upgrades and lost gold in bank. I had over 30k when I logged off and less than 55k when I logged back on. Oh well at least I got something even though I am not really happy with the whole situation I am glad to put it behind me. Now if they could fix the netcode so I don't disconnect every 10 minutes. I really like this game but all of this crap really has me starting to ask why?

Bolo_Bob

after my last post, i just got my gold back. i didnt receive an email to my real email or any message ingame.

just opened my inventory after looting and discovered i got about or nearly the amount to cover what i lost in bank slot upgrades.

good enough for me and glad this issue is over for me.
hope the rest of you guys get helped soon too.

SexyVette07

Talins wrote: »

adec12b14_ESO wrote: »

Still haven't received any gold at this point. If nothing received soon will submit another ticket don't know what else to do.

Do you have the email from the last ticket you put in? If so, simply reply to it, asking what is being done for resolution.

I did that Monday morning part way through the maintenance (my original tickets were sent in via the in-game portal on the 8th and 14th - with email replies to them both) and received an email back from them within 30 minutes stating the I would be receiving compensation as soon as the game became available again. When I logged in Monday afternoon, it was there.

I was more than satisfied with the resolution!

You cant reply to tickets directly at this time. Zenimax's spam filter is blocking what seems to be all incoming communications. Guess they are so overwhelmed that they shut down the ability for us to contact them.

Not a bug, this was intentional as I replied to my ticket about an hour before receiving the first denial of delivery

@ZOS_GinaBruno‌

This is flat out unacceptable. You need to have this fixed immediately.... This game has, without a doubt, the most incompetent and worthless customer service of any online game ive ever played, and ive played a LOT. All you get now is some stupid copy+paste reply that has absolutely notbing to do with the problem. Whats worse is that they try to be funny or roleplay while blowing sunshine up your arse and still not helping you.If anyone from customer service actually reads these posts, FYi, its not cute or funny, its infuriating. We dont give a crap about roleplaying when our accounts are jacked up and we are getting screwed over by a problem your game coders created. Cut the BS and fix the problem!

Catsocks

I never got even a form response to my original ticket sent 1-2 weeks ago about my lost bank items so I submitted another one. Fun times wooooo.

kenshindononub18_ESO

Iarao wrote: »

new character came out at lev 3 w/2 or 3 pts i do believe. so add 3 and you get 5 or 6. make an alt and see what the baseline outta ch is.

thats the problem i dont know if it would be 5 or 6 or what. I cant recall if you get a point for finishing the coldharbor quest and no one else seems to know either. Not even the CS reps in my email's it seems. I guess my only option is to try to make an alt and see how many points they have at leaving.

As far as making a new ticket or just replying to the old one.. i replied to the old one but still havent heard back. Said screw it and made a new ticket, we'll see if this gets fixed before my free time expires. Heres what i said with account info removed:

---

Ticket 140423-087305
Subscription status: Canceled
Well i just canceled the three month subscription i had set up due to the total lack of response on this issue. Im one of those effected by your severely crippling bank bug. I guess i'll try one more ticket since im not getting a response on my last one . FYI that ticket is
140416-104846

I actually tried opening about 3 tickets, but the first 2 in game never got ANY sort of response whatsoever and they were well over a week ago. The only one i got any response on was the one listed above, but have got no reply in the past couple of days when i asked for an update on my items. I already described what i was doing when i encountered the bug in the previous emails so im just going to provide the pertinent information that they say to give in this thread
http://forums.elderscrollsonline.com/discussion/82517/restoring-missing-bank-slots-items-skill-points/p1

User ID: REMOVED

Email address for my account: this one here, but to list it; REMOVED

Character affected: Main two are REMOVED, and REMOVED. But i dont know if im missing skill points. Ive asked several times how to check, and how many points a lvl 6 character should have not counting skyshards but have gotten no answer

What went missing: All the gold i had deposited, which was about 1,500, my upgraded bank slots, which i only bought the lvl 1 upgrade, and all the items that were in the upgraded slots. Im not sure what items they were because my bank was full of so many crafting mats and recepies/items that im not sure what is gone. Hopefully you can look it up. As far as skill points go.. like i said i dont know how to check.

I really enjoyed this game and it saddens me to see the horrible level of customer service this very debilitating issue has received. As i said i already canceled the 3 months i had set up in billing. I have about 12 days i think or so left of my free playtime. If this is resolved in that time maybe i'll renew again. Ball is in your court guys, step up and fix this garbage. This is the lvl of customer service i expect from a free to play MMO, NOT one you pay $15 a month for!

And PLEASE, no cutesy roleplay response. This is a serious issue and i dont need a reply saying Molag bal is playing tricks or talking in Khajit speak. Thats cute and all for standard gold spam reports or something but this is a serious issue and i want it treated seriously

---

Think thats pretty good? I really do hope they make this right. Im not happy canceling my sub but this is a serious issue and if the lvl of customer service im seeing here is what i can expect for my $15 a month then screw that, its not even worth it. Especially after playing Wildstar the last few beta weekends and having a blast. Plus the devs there respond to issues and update the players! What a crazy concept

JaeGuan

Are you serious? They gave me 55k back of the 200k I lost. They told me to email them back for the replacement of my bank slots. That was 4 days ago. Still have not been able to reach them. Time is ticking down. I am already not planning to renew my subscription. I got hit by the bug on the 9th. That's 2 weeks ago. son of a gun, man.

Cerveny

Not resolved [Incident: 140413-054058] I have tried to reply to the email support ticket but it just keeps getting bounced back to me.

TheTycoon

I see my original post that was on page one of THIS thread about this issue has disappeared.

Replied to my original ticket and got an auto-response that it has been resolved in less time than it could even take them to verify this (a minute? really?!)

I didn't lose as much as many, but this is ridiculous. I enjoy this game very much, but if you ignore me, I ignore you (i.e. no sub...)

This hit me during the 5-days early access I paid [extra] for. You got my money, but apparently you don't want more of my money.

Question Reference # 140404-000360 <- If you think about rectifying this for one lowly customer....... YET AGAIN I HAVE TO POST THIS BECAUSE YOU DELETED MY COMMENT THAT WAS ON PAGE ONE OF THIS THREAD AND LOCKED THE OTHER THREADS!!!

ETA: I find it funny that the amount of time they give me to contact them before they consider it resolved has increased. I now have 168 days to contact them or [they] "will assume your issue has been resolved."

Beast

I've been hit by the bank bug twice. First time was on April 1st which was just two days into early access. Second time was on April 16th. Support was contacted both times, and I was even acknowledged on the forums on April 1st that support was contacted on my behalf by ZOS. I have NOT received any gold back as of yet.

[Incident: 140417-002406]

My brother also was hit by the bank bug on April 15th. He also has NOT received any gold back.

[Incident: 140415-050930]

As of now, we are both cancelling our subscription.

SexyVette07

Update, I just received further compensation after I submitted yet ANOTHER ticket from the forum link (support at the top of the page, then follow the email link). I briefly told them that their spam filter is preventing anyone from replying to tickets, that ive already cancelled my membership (which I have), and copy+pasted the contents of my entire ticket showing that this has been ongoing for weeks without resolution and im getting the runaround. They compensated me another 55k. That is still a little short for the cost of bank slots and the stored gold I lost, but its close enough that im willing to just accept it and rid myself of the hassle of haggling with them. However, they STILL havent done anything about my missing items, which was a SIGNIFICANT loss.They are asking me to submit yet ANOTHER ticket and list what exactly went missing, which ive done 4 times now. So frustrating. Why do they make you go back and forth with them multiple times instead of just resolving it once and moving on to the next person? You would think that since this was a problem they created, and affected a large number of customers that they would be over generous with compensating the affected people. Their current business practice is driving people away from the game at a time when keeping paying subscribers is the most crucial. Bad business. I really like the game, but even if they restore my items, its basically too late to keep my business because ive been jerked around by customer support so badly. I wont support a company that sells a broken product, penalizes its customers for it, and does nothing but infuriate and patronize those customers who are trying to get it fixed.

I dont know if they have a pre set amount that CS reps are allowed to give based on the characters level, but it seems like the rep this time realized the urgency of the situation and just gave me that standard amount again. Whether or not they realized that I had already been given a partial refund several days ago is anyone's guess. It was the same copy+paste message as I received the first time they partially refunded me.


Anyway, hope this helps you guys get your deserved compensation.

Attronach

Can someone please tell me right step-by-step manual to get refund my (at least) money for bank expansion?

A lot of mails ingame and here from forum already sent to CS and no usable reply. Im still locked with 60 bank slots and waiting for help with this.
I dont konw I can purchase slots again or I have wait to get slots from CS back or they will refund money for these expansions...

This really make me sad. Already played a lot of MMORPG games but Tthis... THIS CS is absolutely incredible!
I like this game but hate CS for their ignorance playerbase.

JaeGuan

I am beginning to feel that they are just giving out 55k to each person who is relatively high level without actually reading how much that individual lost. They are probably hoping that 55k is enough to please the majority of the people who were affected. The rest of us, including me, can go figure things out themselves. Already unsub'ed since last week. Haven't played since the 9th due to my huge losses at the time (200k+). Good bye, terrible Customer Service of ESO.

knaveofengland

I finally got some of what I have lost , it did not cover it. I did loose 40 bank slots and just over 10k gold, also was suspended. if you go into a shop and they loose what you brought by law they either have to replace it or give a refund that's the law . they eso haven't so now they are judge and jury we give you what we think I am sorry but I wont be playing game much longer . I was going to keep playing even after all that but you insult me as we say in England go walk off the white cliffs of dover that being polite

woodlandwoodsb14_ESO

All replies to my Ticket E-mails are failing to deliver (Service unavailable/Client host blocked).

My Two Incidents Remain Unsolved:
Question Reference # 140413-001115
Question Reference # 140414-124354

Xerynvet

It hit me 15 april. I has earlier 110 slots in bank, now i have only 60. I don't know i can purchase slots again or i have wait to get slots from CS back or they will refund money for these expansions...
My reference code is: 140424-016685.
I'm still waiting for response.

Tomster

Attronach wrote: »

Can someone please tell me right step-by-step manual to get refund my (at least) money for bank expansion?

A lot of mails ingame and here from forum already sent to CS and no usable reply. Im still locked with 60 bank slots and waiting for help with this.
I dont konw I can purchase slots again or I have wait to get slots from CS back or they will refund money for these expansions...

This really make me sad. Already played a lot of MMORPG games but Tthis... THIS CS is absolutely incredible!
I like this game but hate CS for their ignorance playerbase.

According to the original post in this thread by ZOS_GinaBruno "At this time, it is safe to purchase bank slots in-game regardless if you lost any, as the original issue has been fixed. For those that are missing slots, doing so will not void previous missing slot compensation."

Their mailserver is currently included in a blocklist resulting in that no mails sent to them are being delivered and also no mail sent by them is being delivered, read my post at thte top of page 16. A huge mess. Make a ticket through their webbased form or wait a week or so and see what happens I would suggest.

Surinen

Their mailserver is currently included in a blocklist resulting in that no mails sent to them are being delivered and also no mail sent by them is being delivered, read my post at thte top of page 16. A huge mess. Make a ticket through their webbased form or wait a week or so and see what happens I would suggest.

Interesting.

I'm waiting, two days passed, and I'm still missing 13000 for full reimbursement. 31/44k has been returned to me. I put my faith in ZOS CS fairness.

bugger

140409-015645 Been opened, closed, reopened... etc... since April 9th. Can I please get a little love? Subscription time is close.....

bamajabub17_ESO2

Waiting since April 8th for 7,000 gold missing from my Bank... I am not receiving any updates from Support ... Have that sinking feeling I am getting lost in a crowd of problems from thousands of other players

Is there a place under ESO Support where you can type in your ticket # and get a status?

IN-Game Missing Items in Bank--- This is a followup on my April 8th tickets 1404... [Incident: 140411-037250]

Image Helping you is our passion!

We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).

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
IN-Game Missing Items in Bank--- This is a followup on my April 8th tickets 1404...

Response By Email (Abresha) (04/17/2014 01:24 PM)

Greetings Jerry!

Thank you for contacting The Elder Scrolls Online Team.

Thank you for contacting us. We are aware that some customers are encountering this issue and have already reported it to the development team.
We expect the issue to be addressed in an upcoming patch. Deep apologies for the inconvenience - please bear with us as we work on a resolution.

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 Email (Jerry Brock) (04/16/2014 01:18 AM)
No change in status of issue (Missing gold from Bank) after the New patch on April 15th... I am level 23 now and without that 7,000 I had in bank, am unable to purchase a horse.
Any update on when this problem will be resolved?

curlyqloub14_ESO

I initially was hit with this bug about 2 1/2 weeks ago now. Sent a few tickets, responded to one reply from CS as directed to from this thread. MY response bounced back to me. So, based on what some other people on here have said about also not being able to respond to their original ticket, I just went ahead and filed a new CS ticket yesterday. I basically copy/pasted my original ticket, with my description of what was lost, included the info that Gina_Bruno said we should include in her initial post on this thread, and I also included the reference numbers to my previous tickets.

Yesterday evening, I got a response, saying I had been given gold (as was expected). Logged in, there it is in my inventory. I'm not sure about 55k - I thought I had about 10k in there before, and I now have 56k, but I hadn't paid that close of attention. Either way, this is more than enough to pay for lost 30 bank slots I had purchased. Items - whatever they were, were nothing that's worth losing sleep over, so I'm happy.

It seems making a new ticket gets your issue bumped back to the top of the pile, which makes sense I guess. If they have huge backlogs of these tickets, sifting through that will take forever.

To people b*tching that 55k is not enough: be reasonable. There is no way they are going to sift through individual accounts to figure out what is a "fair" amount for each individual person. And chances are, even if they did, you wouldn't be happy. It's just gold, it's not the end of the world. Wtf are you going to do with 200k anyway? They are doing what they can, cut 'em some slack. And really, if you had gold in the bank that you lost also - uh, why? Carrying the extra gold on your toon doesn't affect you in any way - it's not like Skyrim where gold weighs you down. There is absolutely no benefit to depositing gold in the bank, so just don't do it.

kenshindononub18_ESO

Well.. crap i actually got a reply, but for some reason it asked for info on my account. I saw someone else mention that last page... should i be concerned? The email looked official like the other ones i got replies to, and i got a CS survey email right with it. However, I was under the impression that CS reps should never ask for account information. It asked for the last 4 digits of the card and my secret question answer. I had to look up the secret question, since they didn't even ask it (weird) and the CC wasn't listed since i had canceled my friggin subscription! I replied back with what card i assumed i had used. Hopefully i get a reply back soon

Im very concerned about what im reading on the last page or so about some email problem? I guess no emails are being recieved, OR going out? The reply was last night at like 3am and i got no error message. Am i good, or is their reply going to be blocked?

This is lame. I finally seem to get some kind of reply and now their email is borked??

Talins wrote: »

adec12b14_ESO wrote: »

Still haven't received any gold at this point. If nothing received soon will submit another ticket don't know what else to do.

Do you have the email from the last ticket you put in? If so, simply reply to it, asking what is being done for resolution.

I did that Monday morning part way through the maintenance (my original tickets were sent in via the in-game portal on the 8th and 14th - with email replies to them both) and received an email back from them within 30 minutes stating the I would be receiving compensation as soon as the game became available again. When I logged in Monday afternoon, it was there.

I was more than satisfied with the resolution!

WTF? why is this so hard for them to do consistintly? This is how it SHOULD work. I dont get why some people seem to be getting it fixed right and im reading about other people getting totally screwed. Get your *** together Zenimax

kenshindononub18_ESO

bamajabub17_ESO2 wrote: »

Waiting since April 8th for 7,000 gold missing from my Bank... I am not receiving any updates from Support ... Have that sinking feeling I am getting lost in a crowd of problems from thousands of other players

Is there a place under ESO Support where you can type in your ticket # and get a status?

nope, that would require competent customer service employees and a functional system. Obviously Zenimax has neither of those

curlyqloub14_ESO wrote: »

To people b*tching that 55k is not enough: be reasonable. There is no way they are going to sift through individual accounts to figure out what is a "fair" amount for each individual person. And chances are, even if they did, you wouldn't be happy. It's just gold, it's not the end of the world. Wtf are you going to do with 200k anyway? They are doing what they can, cut 'em some slack. And really, if you had gold in the bank that you lost also - uh, why? Carrying the extra gold on your toon doesn't affect you in any way - it's not like Skyrim where gold weighs you down. There is absolutely no benefit to depositing gold in the bank, so just don't do it.

Be reasonable? I didn't lose all that much but im reading about people losing tons of items and other high lvl stuff. We've been getting the run around for weeks on this issue with an appaling lack of response/competency from customer service. Be reasonable? Wow.. I think its pretty damn reasonable to expect some level of competencey from the CS in a game your paying $60-100 bucks for PLUS $15 a month. Why the hell wouldn't they sift through individual accounts? Because its the only way to fix this right. The bug was through no fault of the players, this was all on their end. 'Fair' would be the return of the missing gold, bank upgrade costs IN FULL AND missing items/skill points. I also love your comment about gold in the bank.. Why? Gee i dunno. Why would you use a feature in the game that makes it convenient to access your money across all toons (since you cant send items/money to yourself for some stupid reason). Its there for a reason. People shouldn't be scared to use it because the game is so damn broken

They are NOT doing what they can, they are providing horrible, horrible customer support and it looks like throwing out inadeqate compensation to a lot of people for what they lost. It just seems they dont give a crap about all the accounts they are losing based on this. Whatever. This game will be free to play in less than 6 months at this rate

dynamite7673b14_ESO

kenshindononub18_ESO wrote: »

curlyqloub14_ESO wrote: »

To people b*tching that 55k is not enough: be reasonable. There is no way they are going to sift through individual accounts to figure out what is a "fair" amount for each individual person. And chances are, even if they did, you wouldn't be happy. It's just gold, it's not the end of the world. Wtf are you going to do with 200k anyway? They are doing what they can, cut 'em some slack. And really, if you had gold in the bank that you lost also - uh, why? Carrying the extra gold on your toon doesn't affect you in any way - it's not like Skyrim where gold weighs you down. There is absolutely no benefit to depositing gold in the bank, so just don't do it.

Be reasonable? I didn't lose all that much but im reading about people losing tons of items and other high lvl stuff. We've been getting the run around for weeks on this issue with an appaling lack of response/competency from customer service. Be reasonable? Wow.. I think its pretty damn reasonable to expect some level of competencey from the CS in a game your paying $60-100 bucks for PLUS $15 a month. Why the hell wouldn't they sift through individual accounts? Because its the only way to fix this right. The bug was through no fault of the players, this was all on their end. 'Fair' would be the return of the missing gold, bank upgrade costs IN FULL AND missing items/skill points. I also love your comment about gold in the bank.. Why? Gee i dunno. Why would you use a feature in the game that makes it convenient to access your money across all toons (since you cant send items/money to yourself for some stupid reason). Its there for a reason. People shouldn't be scared to use it because the game is so damn broken

They are NOT doing what they can, they are providing horrible, horrible customer support and it looks like throwing out inadeqate compensation to a lot of people for what they lost. It just seems they dont give a crap about all the accounts they are losing based on this. Whatever. This game will be free to play in less than 6 months at this rate

^this^