Missing Crowns process???

Ilawynde · June 2016

@ZOS_GinaBruno @ZOS_JessicaFolsom

I signed up for the ESO Plus monthly recurring for XBONE on Saturday June 11 2016.

My credit card was charged, ESO Plus shows up on my in-game status, my other store purchases showed up immediately!!!

But NO 1500 crown bump for the sign-up.

Just logged in to verify before this posting.

Microsoft shows the transaction complete.

What is the official process for getting this corrected?

GT Ilawynde

Jun 11, 2016 16:22:42 PDT
Transaction ID: 4V271836WR5383703

Invoice ID: Z10FJ1ZM1J3N

Benzaiten · June 2016

I'm having the same issue. I just signed up in order to take advantage of the crafting bag, and I have not received my crowns either.

Panth141 · June 2016

This is a known issue on xbox - you need to contact customer support and they'll sort it out

Jayne_Doe · June 2016

Sad to see that they still haven't completely fixed this issue. It's the reason I'm no longer an ESO+ member (after having been subscribed since April 2014 on PC - I'm now on XB1). That and the regular loss of my in-game benefits and access to DLC. Too much effort to have to micromanage my ESO+ membership.

Since this is such a well-known issue, there is a standard process for this. First step is to submit a support ticket via the Support page. You will get an auto-response asking for various documentation. Respond to this as soon as you can to expedite the refund.

Also, please note that you will need to monitor your Crown balance to ensure you receive your Crowns every month. If you don't get them, then you'll have to submit a support ticket - every time it happens.

AndersS · June 2016

This happened to me so many times, and I cancelled my ESO plus subscription for two months. I made the mistake of activating it again as I was excited to play Dark Brotherhood and lo and behold , still no CROWNS. If it is a known issue for so long, why don't they get off their asses and fix it ? It's so frustrating that the ONUS is on me to prove I have paid for something. If you charge for something online and don't deliver, I am pretty sure that is classed as fraud in most countries. This is not acceptable.

Benzaiten · June 2016

Hi Ilawynde,

Not sure is you have done so yet, but:

I submitted a ticket yesterday, and I received my crowns this morning.

I hope the issue is fixed soon, because the crafting bag is amazing and I don't want to un-sub, but I was happy with how quickly my ticket was resolved.

Beardimus · June 2016

Yep every time it's happened I've logged it and sorted within 24hrs

Jayne_Doe · June 2016

Yes, they have gotten the process down now, so it doesn't take long, but when this first started happening (OVER A YEAR AGO!), I had to wait at least a week and email them a couple of times.

Plus, they claimed last fall to have fixed this issue. But it clearly hasn't been fixed, at least on XB1. So, keep subscribing if you really want to keep your crafting bag active, but just know that you're gonna have to monitor your Crowns balance every month, and it's possible that you'll lose access to DLC/in-game benefits every once in a while.

Maelfice · June 2016

What process? I experience this every month for nearly 1 year now. I have spoken to so many "supervisors" and they promised me it will be fixed. Everytime i contact them each month, the minions insist it just takes 48 hours before it gets credited and to contact them again if not. Of course i dont believe that crap and have to ask for a supervisor each time. Its so stressful there is no point to buy eso + anymore.

Ilawynde · June 2016

Yes, my missing crowns were added to my account!

I submitted a ticket and it was resolved within 48 hours.

I hope that it will not become a regular monthly chore!

Wish they would offer the 6 month option again for consoles...........that way just a FIX every 6 moths! LOL

SOME_MUSTARD · June 2016

im still missing 4500 crowns from LAST YEAR. the way they have you verify is to screenshot your transaction on the microsoft billing page with your email displayed in the top right. problem is, once you scroll down to your transaction your email scrolls offscreen. you cant have both on screen at the same time.

NewBlacksmurf · July 2016

1. Get a refund from Xbox one
2. Don't subscribe again unless you're willing to deal with this each month give or take.
3. Ask ZOS to make ESO plus a sku in the Xbox One store and on the Xbox one website instead of some hidden thing.
4. You can ask create a in-game ticket to ZOS but it's not a good experience and will require a substantial amount of your effort, time and patience to get your crowns each time this happens.

The problem is ZOS 100% but for now Microsoft will be your best bet.
*Understand Xbox cannot give you the crowns tho, that is all on ZOS.

Maelfice · July 2016

NewBlacksmurf wrote: »

1. Get a refund from Xbox one
2. Don't subscribe again unless you're willing to deal with this each month give or take.
3. Ask ZOS to make ESO plus a sku in the Xbox One store and on the Xbox one website instead of some hidden thing.
4. You can ask create a in-game ticket to ZOS but it's not a good experience and will require a substantial amount of your effort, time and patience to get your crowns each time this happens.

The problem is ZOS 100% but for now Microsoft will be your best bet.
*Understand Xbox cannot give you the crowns tho, that is all on ZOS.

100% agree. I have dealt with them every month for the past 8 or 10 months. Each month would at least require not less than 3 emails and each because the customer service don't even look at my history and they think their own automated system takes 48 hours to credit crowns to an account. I can't believe these guys are able to get away with their unprofessional and shameful practice. When you get into this situation, demand for compensation and a supervisor right from the start. I do. They will give in if you make a loud enough noise. They dont want their supervisors to know. This is so they will start taking us seriously.

AJ_1988 · July 2016

Send support a message take a screen shot with proof of you being charged and with your gamertag in view also. That's the only evidence they will accept. They are usually pretty good with missing crowns.