Are Customer Support people allowed to do this?

SG_Celerrimus · August 2014

So, my friend recently bought ESO, and we were having issues with setting up his account, so when we first tried calling Customer Support, we got quite the CS representative....

At first, he had no idea what we were trying to tell him. After explaining it to him, he then said he had no idea what to do, and said he would try to google a fix for it and try and find answers for the problems through google. So, we were put on hold for a while and then he came back and said he didn't really find much, and suggested a complete wipe of his computer, he is on a Mac.

My friend tried some of the system reset options except for the one that is basically a reformat, and it still didn't work. After that, the guy then started asking my friend for his credit card information.

My question is, are CS people allowed to ask for credit card information over the phone?

SG_Celerrimus · August 2014

We used the phone support option, if that changes anything.

stefan.gustavsonb16_ESO · August 2014

What would be the purpose of him asking for credit card information? If you specifically asked for help with setting up the subscription, it might possibly be relevant, but I would consider it very unwise to let him type that information in for you.

ZOS_MichelleA · August 2014

Hi there, @SG_Celerrimus. In regard to account and/or billing issues, agents will sometimes need to ask for the below list of identifying factors in order to verify that the person they are speaking with is the account owner.

The last four digits of the credit card associated with the account or PayPal Invoice ID number.
The complete game time code applied to the account (if applicable).
The answer to the secret question.

Please keep in mind, though, that ZeniMax Online employees will never ask a player for his or her password.

Seravi · August 2014

Yeah I've had them ask for the last four digits to verify I am the account owner but they should never ask for the entire card number. If they did then at that point you should be asking for a supervisor and refuse to give them the entire card number.