Guild Bank Not Registering Gold Deposits / Gold Disappearing

JarlUlfric · June 2016

Hello, for those that don't know me I'm the GM of Eastmarch Trade Company, one of the larger trade guilds on the NA server, and I just wanted to let everyone know that guild banks are still very much glitched out. I recently deposited part of the gold that was raised in last nights auction (136k) into my guild bank and the gold is nowhere to be found. There is no record of it in guild history, it isn't in my personal bank, and it is definitely not in the other 3 guilds that I am a part of. Please Zenimax, make this right.

It is extremely hard to run a guild especially when the game isn't working as intended.

To add insult to injury, this was the response that I was given Immediately after filing a support ticket

Greetings!

Thank you for contacting The Elder Scrolls Online Team. I’m sorry to hear that you’re experiencing an issue with this item and will do my best to help resolve this!

We are not able to restore items that were destroyed or deconstructed.

Why aren't those items being restored when clearly the fault isn't my own? Can I get some clarification here?

Epona222 · June 2016

I hope you get it sorted out - I assume you raised a support ticket in game.

It's difficult enough running a trading guild without this sort of bug occurring, and it is especially important for GMs to have transparency about stuff like auction money - members bought stuff, they want to know that the funds have gone into the bank, not disappeared into the ether, it can have a big impact on a guild and on GM/officers when stuff like this goes wrong - so please ZOS sort it out.

JarlUlfric · June 2016

I submitted a support ticket online. I might open another one in game if the online one doesn't go anywhere.

Epona222 · June 2016

Regarding the response you got from your support ticket, you didn't physically destroy (using right-click and destroy) or deconstruct (at a crafting bench) that gold (!! not even as if you can), so this case wouldn't fall under those exceptions, and it looks as though you've just got a 'stock letter' style holding response. If you don't end up getting a satisfactory response from your initial support ticket, then escalate it - but they do apparently keep logs and should be able to see that you had that money and didn't do anything else with it other than try to deposit it. Hopefully.

JarlUlfric · June 2016

Exactly, there's no way that I know of to "delete" or "deconstruct" gold. It definitely points out to a stock letter that was sent immediately after submitting the ticket.

KenaPKK · June 2016

Oh god... This is bad...

JarlUlfric · June 2016

I completely agree! The implications of this if it's a widespread issue are extremely frightening.

Flintgold · June 2016

Had a guild member say they had gold vanish that they deposited into the guild bank this week. Told them to put in a ticket as well. Was looking around, apparently there was a similar bug at launch. May have been reintroduced with db.

Personofsecrets · June 2016

Customer service CAN restore anything. They just chose not to. I know this, 100%, as the truth.

Epona222 · June 2016

I think I'm going to turn off bank deposits and ask people to mail raffle money to me until I can be sure this is fixed - at least that way I can keep a record of what has been received and hold onto it on an alt that I'm not currently playing until this has been fixed. Although the fact that raffle income is supposed to go towards a trader, means even that's a bit rubbish as a workaround, I need money in the guild bank, and I doubt this will be fixed by Monday. At least I'll have any income put aside though rather than disappearing, and will have any raffle ticket sales logged.

Flintgold · June 2016

Support told our guild member that the gold was deposited into our guild. That's all they said. Didnt fix anything or contact us to let us know. Really hope they fix this bug.

JarlUlfric · June 2016

I am still waiting on a reply.

Flintgold wrote: »

Support told our guild member that the gold was deposited into our guild. That's all they said. Didnt fix anything or contact us to let us know. Really hope they fix this bug.

Awesome!

However I'm still waiting on a reply :'(

LadyHermione · June 2016

Did you let the bank load completely? it only seem to happen when everything has not been loaded fully, in the background too. I have experienced it personally many times as well sadly. I manage a Raffle if that helps anything XD

Epona222 · June 2016

I imagine that @JarlUlfric is familiar with the vagaries of the guild bank systems and their sometimes dodgy loading times/failure to load. This is a situation that needs to have some swift resolution in terms of action by Zeni, because it's a GM's good name at stake.

Immortal_Dark410 · June 2016

Epona222 wrote: »

I imagine that @JarlUlfric is familiar with the vagaries of the guild bank systems and their sometimes dodgy loading times/failure to load. This is a situation that needs to have some swift resolution in terms of action by Zeni, because it's a GM's good name at stake.

True I sympathize with @JarlUlfric in this situation, But even i forget sometimes that the guild bank needs to load properly, so it can really happen to anyone, but if that was the case you would expect Zeni to be on top of the situation, Which hopefully they will be soon.

JarlUlfric · June 2016

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

Smileybones · June 2016

Thanks for letting us know.

Epona222 · June 2016

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

That's fantastic, nice quick resolution too

Slammer99uk · June 2016

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

More importantly, did they acknowledge the bug?

Hexquisite · June 2016

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

Hi, I just donated a really large sum of money( 1 mil) to one of my guilds, and it is missing. I submitted a ticket in game, but got an email about how to mount horses...

I was wondering what steps you took as I want to help my guild, but, won't deposit more money til I can get this fixed. is it better to submit a ticket online than in game? I had the same prob as you, missing from my inventory, not showing in guild history. Not in my bank, not in any other guild bank.

An aside, now I know what I don't always get raffle confirmations. Kinda sucks as I always buy at least 10K tickets in every guild sometimes much more than that.

Immortal_Dark410 · June 2016

Hexquisite wrote: »

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

Hi, I just donated a really large sum of money( 1 mil) to one of my guilds, and it is missing. I submitted a ticket in game, but got an email about how to mount horses...

I was wondering what steps you took as I want to help my guild, but, won't deposit more money til I can get this fixed. is it better to submit a ticket online than in game? I had the same prob as you, missing from my inventory, not showing in guild history. Not in my bank, not in any other guild bank.

An aside, now I know what I don't always get raffle confirmations. Kinda sucks as I always buy at least 10K tickets in every guild sometimes much more than that.

if u have a Screen shot of the moment it helps put a ticket in game & on the website here under support section, tell them you put the gold in and it didn't register, aslo make sure the bank is fully loaded the next times (If it wasnt who knows), Best bet is every day if no response to keep at it eventually someone will be forced to respond to the issue because that isn't a small sum of gold.

ElfFromSpace · June 2016

I remember when we reported this issue to ZOS together over a year ago. I've been hoping they would have it fixed by now, but perhaps that's too much to ask Grrrr. I've been lucky I've not noticed any of my deposits going missing but most of the time members don't check on them, they just assume it goes in

ElfFromSpace · June 2016

Hexquisite wrote: »

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

Hi, I just donated a really large sum of money( 1 mil) to one of my guilds, and it is missing. I submitted a ticket in game, but got an email about how to mount horses...

I was wondering what steps you took as I want to help my guild, but, won't deposit more money til I can get this fixed. is it better to submit a ticket online than in game? I had the same prob as you, missing from my inventory, not showing in guild history. Not in my bank, not in any other guild bank.

An aside, now I know what I don't always get raffle confirmations. Kinda sucks as I always buy at least 10K tickets in every guild sometimes much more than that.

Submit a support ticket, not a bug report, and keep responding to the emails til they pay attention to what you're saying.

As for the raffle tickets, some guilds don't send individual confirmations, others just can't due to time and other demands. I recommend that you always check your history, and much as I hate to say it you might want to screenshot your deposit window before you hit enter so you can include that on future tickets. When we researched the problem a year ago we believed that only a very small % of deposits go missing. ZOS said they were fixing it, but apparently the bug is back >.<

JarlUlfric · June 2016

Hexquisite wrote: »

JarlUlfric wrote: »

Just wanted to update the thread. The Support who contacted me was able to located and refund the lost gold, and everything is in working order.

Thanks ZOS!

Hi, I just donated a really large sum of money( 1 mil) to one of my guilds, and it is missing. I submitted a ticket in game, but got an email about how to mount horses...

I was wondering what steps you took as I want to help my guild, but, won't deposit more money til I can get this fixed. is it better to submit a ticket online than in game? I had the same prob as you, missing from my inventory, not showing in guild history. Not in my bank, not in any other guild bank.

An aside, now I know what I don't always get raffle confirmations. Kinda sucks as I always buy at least 10K tickets in every guild sometimes much more than that.

Basically I did exactly what @ElfFromSpace described how to do it.

JarlUlfric · June 2016

ElfFromSpace wrote: »

I remember when we reported this issue to ZOS together over a year ago. I've been hoping they would have it fixed by now, but perhaps that's too much to ask Grrrr. I've been lucky I've not noticed any of my deposits going missing but most of the time members don't check on them, they just assume it goes in

Yeah I remember that as well. I was almost certain that it was fixed too. Honestly it frightens me how much could have slipped through the cracks since then.

Oh and I had another gold-related issue not too long ago. A Guild member sent me a mail with the gold that he owed for our auction, and it was sent to me, confirmed by support, but I never received the mail! We both had to file a support ticket in order to resolve the issue.

Hexquisite · June 2016

Hi all.
Just want to update that the issue was resolved, and they were super nice about it

I really thought it was gone for good, but they totally rock!
*******
Thank you for contacting The Elder Scrolls Online support team with your query regarding your missing deposit to your guild bank. My name is Shannon and I would be happy to assist you today!

I apologize for the delay in getting back to you, and I really appreciate your patience and understanding during this process. We will do everything we can to get this sorted out for you.

At this time, we have gone ahead and added the one million gold back to your character Hexquisite after confirming the error that happened during the guild bank deposit.

We apologize for kicking you offline in order to do this, as we cannot make account changes while you are logged in.

Should you have any other questions, feel free to contact us again. We'll be happy to help you!

Warm Regards,
Shannon
The Elder Scrolls Online Team

Lenikus · June 2016

Only read the OP on this one, so bear with me;

That response you got was just their automatic response, you can follow up the ticket from that

JarlUlfric · June 2016

Hexquisite wrote: »

Hi all.
Just want to update that the issue was resolved, and they were super nice about it I really thought it was gone for good, but they totally rock!
*******
Thank you for contacting The Elder Scrolls Online support team with your query regarding your missing deposit to your guild bank. My name is Shannon and I would be happy to assist you today!

I apologize for the delay in getting back to you, and I really appreciate your patience and understanding during this process. We will do everything we can to get this sorted out for you.

At this time, we have gone ahead and added the one million gold back to your character Hexquisite after confirming the error that happened during the guild bank deposit. We apologize for kicking you offline in order to do this, as we cannot make account changes while you are logged in.

Should you have any other questions, feel free to contact us again. We'll be happy to help you!

Warm Regards,
Shannon
The Elder Scrolls Online Team

Congrats!

JarlUlfric · June 2016

Lenikus wrote: »

Only read the OP on this one, so bear with me;

That response you got was just their automatic response, you can follow up the ticket from that

I understand that, however I think that they need to take a more hands on approach to support than sending out automatic responses that you must respond to actually get customer support. I don't think it's a helpful thing to do.

I do understand why they do it though, but honestly I don't think it's worth it.

Epona222 · June 2016

This issue seems to have become a 'thing' at around the same time that the infinite waiting for guild bank content to load seemed to have been fixed.

I wonder if there is a link.

(EDIT: I have never had any cash fail to deposit in the guild bank, but on the few occasions I have had issues with other things, customer support have always been really helpful and sorted it out quickly).

AlphaCrucis · June 2016

I thought this happend to me last nihht, but thought na i must be mistaken, but no i wasn't mistaken, i did lose gold when transferring it into my bank