(Update: I got the gold back) 500k gold missing from my game

itehache · November 2016

Update: Thanks to everyone who read this post and gave me their opinion about what happened, it gave me the courage to keep emailing them asking for a solution. After a few emails explaining the situation they saw it was a mistake and proceed to a reimbursment. Thanks Zos

Good afternoon everyone,

Yesterday I logged in to the game after being 2 days away. 500k gold are missing from my main character's inventory. I do not use the bank, I always carry everything, and my alts just have a few thousands. I checked bank / all alts / etc, but nope, the gold is missing all of a sudden. I have not spent it, hell, I haven't even played in 2 days. Nobody knows my account info, but anyway, I know I have not been hacked since all my items are in my bank and not all my gold disappeared.

I have already sent a ticket to support (I sent it yesterday actually) but I have not received any reply from them. That's why I am posting this here in case this has happened before to any of you guys and, if so, I would appreciate any info on what on earth to do to recover the gold that just disappeared.

@ZOS_GinaBruno @ZOS_JessicaFolsom Please I would appreciate any insights

Edited to add that it was in fact 500k gold, not 400k, and a staff member was the one who let me know.

OutLaw_Nynx · November 2016

It was a holiday, I don't know if they take Friday off as well. Might want to wait till Monday for a response... good luck getting your gold back.

KochDerDamonen · November 2016

In the meantime: check on your e-mail address. If your provider allows, peek at the login locations. Change your password, make sure no recovery accounts are there that you didn't put there.

I was using an unsecure yahoo for years and years, someone got into it. Lost an untold amount of gold value in tempers and v16-level materials and they deconed/sold everything but what I wore. Support fixed it, but it happened again because they just recovered my new e-mail password from an attatched account and my new eso one from there.

itehache · November 2016

OutLaw_Nynx wrote: »

It was a holiday, I don't know if they take Friday off as well. Might want to wait till Monday for a response... good luck getting your gold back.

I had no idea it was a holiday, thanks, it's probably why I haven't received any reply from support.

KochDerDamonen wrote: »

In the meantime: check on your e-mail address. If your provider allows, peek at the login locations. Change your password, make sure no recovery accounts are there that you didn't put there.

I was using an unsecure yahoo for years and years, someone got into it. Lost an untold amount of gold value in tempers and v16-level materials and they deconed/sold everything but what I wore. Support fixed it, but it happened again because they just recovered my new e-mail password from an attatched account and my new eso one from there.

That's terrible!! I'm glad support fixed it though. Like I said in the 1st post, "just" 400k gold went missing, nothing else, that's why I assume I have not been hacked, otherwise they would have taken everything like they did to you

I use gmail which is pretty cool since everytime I log in at an unknown device it sends me an email, but I will just double check it, you never know

Thank you guys for your replies, I will wait until monday, hopefully I will get an email from support.

itsfatbass · November 2016

Make sure you login to the support site and further reply to that Support Ticket you submitted or they will most likely close it after 72 hours.

lilman983b14_ESO · November 2016

Good luck with the crap support system they have been waiting over 2 days for a response that will actually help with my issue. All I've gotten is the standard copy and pastes bot spam they send back as a reply. This game has the worst customer support of any game i have played online in the last 10 years

itsfatbass · November 2016

lilman983b14_ESO wrote: »

Good luck with the crap support system they have been waiting over 2 days for a response that will actually help with my issue. All I've gotten is the standard copy and pastes bot spam they send back as a reply. This game has the worst customer support of any game i have played online in the last 10 years

If you require further assistance with your support ticket, make sure that you leave an additional reply to it so they do not close it and it stays open.

[Deleted User] · November 2016

The user and all related content has been deleted.

itehache · November 2016

I got this response:

Greetings,
Thank you for contacting The Elder Scrolls Online team. Due to high ticket volume, we apologize for how long it has taken us to get back to you, and appreciate your patience.
If your issue has been resolved, please be sure to provide feedback using our Customer Service Survey when it arrives in your inbox. If your issue has not been resolved, please respond back to this email so we can continue to assist you.
Thank you again for your time and patience.
Warm Regards,
The Elder Scrolls Online Team

I am sorry, but what?? Nobody has even replied to my email and nothing has been done, how is it possible to recieve an answer like this?? How could it possibly be fixed?? Do you even read the emails? Come on... I worked in costumer service my whole life and I cannot believe this is an acceptable reply to an email

This is disappointing. I am obviously going to unsub after this experience, a pity. And not because of the gold, I mean, it sucks but I can get it back, but due to this "answer"....

Edited for typos.

Suter1972 · November 2016

sounds like a pretty standard 'auto response' to weed out 'user error'. I wouldn't get upset about it but just follow the process through

itehache · November 2016

@Suter1972 Yeah, I know it's a copy-paste answer, and it just means they did not read my email. I still cannot believe what I received. Yup, I already replied again to the email, hopefully this time they will provide an explanation for what happened or at least just tell me the gold cannot be recovered, but I am expecting a reply related to my issue.
I can understand they receive a ton of emails from us players, but this does not mean they have to use the standard answer every time.

Suter1972 · November 2016

sorry, what I meant was it was a computer replying first of all. Not a person. Its only when you reply back that it gets forwarded to a real life person to deal with.

Ive done it myself, lost something and cursed ZOS to hell and back, only to find it again later. Not saying you did this but the auto response builds in time to weed those issues out before committing human resources to solving the problem.

Hope it gets resolved though

itehache · November 2016

@Suter1972 That explains a lot, actually. It says the email has been sent by "Richy" so I assumed it was a person who did the copy paste. Oh well, I guess I can only wait and hopefully they will find a solution. Thanks for the insight, I though it was always a person replying that's why I couldn't believe it.

OutLaw_Nynx · December 2016

Any luck? Keep emailing them

Gothren · December 2016

you were on santas naughty list. no gold for you

Darethran · December 2016

The customer service is ***.

Hell, their response to my ticket had their automated message use MY name, as it's own. "Hey MajinCry, I'm MajinCry and I'm the one handling your ticket"

***' what?

Valethar · December 2016

I like how they ask for a reply so they can 'continue to assist you', when they've provided absolutely no assistance at all thus far. LOL

Vaoh · December 2016

Yeah.... I'm missing 400K too....

Plz refund @ZOS?

Mrs_Malaka · December 2016

Were you drunk?
I only ask you this because in my mid-20s I had a habit of playing MMOs drunk and being overly generous with my in-game money to random strangers. Then, I would wake up the next day trying to figure out what the heck happened to my money and stuff only to have my sister (who I lived with at the time) remind me that I was playing Santa Claus to everyone I came across.
I'm happy to say I quit drinking and gaming, which in turn has allowed me to save my gold

Kutsuu · December 2016

Nobody has looked at your ticket, and that wasn't a copy paste. It was an automated response with the intention of NOT requiring human eyes on a ticket that was resolved soon after being submitted or that was frivolous, which I would bet you is the case for MANY tickets that are submitted. I know it sucks that they take so long to respond, but again I would be willing to bet that they are constantly overwhelmed with frivolous tickets "so and so was cheating b/c I died in PVP", "so and so is dueling next to the crafting station and ruining my immersion", "so and so teabagged me when I died to a PVE mob and I'm offended", "I bought X off the guild store but I changed my mind plz fix" ad nauseum. In most cases it's just not financially responsible to hire dozens of employees to handle this type of ticket, and they instead adopted their current system which effectively screens many of them by requiring you to send another reply.

Anyway, just a perspective from the other side of the fence... Waiting for all the rage replies.

VinyParsley2016 · December 2016

itehache wrote: »

Good afternoon everyone,

Yesterday I logged in to the game after being 2 days away. 400k gold are missing from my main character's inventory. I do not use the bank, I always carry everything, and my alts just have a few thousands. I checked bank / all alts / etc, but nope, the gold is missing all of a sudden. I have not spent it, hell, I haven't even played in 2 days. Nobody knows my account info, but anyway, I know I have not been hacked since all my items are in my bank and not all my gold disappeared.

I have already sent a ticket to support (I sent it yesterday actually) but I have not received any reply from them. That's why I am posting this here in case this has happened before to any of you guys and, if so, I would appreciate any info on what on earth to do to recover the gold that just disappeared.

@ZOS_GinaBruno @ZOS_JessicaFolsom Please I would appreciate any insights

Did you ask your wife?

itehache · December 2016

Vaoh wrote: »

Yeah.... I'm missing 400K too....

Plz refund @ZOS?

I am actually missing the money, I don't have time to troll.

Btw, they actually told me 500k were missing from my game, not 400k xD So it makes it even worse

itehache · December 2016

Mrs_Malaka wrote: »

Were you drunk?
I only ask you this because in my mid-20s I had a habit of playing MMOs drunk and being overly generous with my in-game money to random strangers. Then, I would wake up the next day trying to figure out what the heck happened to my money and stuff only to have my sister (who I lived with at the time) remind me that I was playing Santa Claus to everyone I came across.
I'm happy to say I quit drinking and gaming, which in turn has allowed me to save my gold

LOL I wish that was the case. Nah, I dont really drink while I play, I would suck more than usual hahah

itehache · December 2016

Kutsuu wrote: »

Nobody has looked at your ticket, and that wasn't a copy paste. It was an automated response with the intention of NOT requiring human eyes on a ticket that was resolved soon after being submitted or that was frivolous, which I would bet you is the case for MANY tickets that are submitted. I know it sucks that they take so long to respond, but again I would be willing to bet that they are constantly overwhelmed with frivolous tickets "so and so was cheating b/c I died in PVP", "so and so is dueling next to the crafting station and ruining my immersion", "so and so teabagged me when I died to a PVE mob and I'm offended", "I bought X off the guild store but I changed my mind plz fix" ad nauseum. In most cases it's just not financially responsible to hire dozens of employees to handle this type of ticket, and they instead adopted their current system.

Anyway, just a perspective from the other side of the fence... Waiting for all the rage replies.

Hi there. I understand what you're saying, I work in customer service. No need to "wait for rage replies"

Like I said in the previous posts I thought that the automatic email was actually sent by a staff member, that's what made me mad. Now I understand how the system works and even though it makes sense, I would rather wait 2 - 3 days for a "human" reply rather than an auto reply asking if the issue was fixed before I could even talk to them xD

itehache · December 2016

VinyParsley2016 wrote: »

itehache wrote: »

Good afternoon everyone,

Yesterday I logged in to the game after being 2 days away. 400k gold are missing from my main character's inventory. I do not use the bank, I always carry everything, and my alts just have a few thousands. I checked bank / all alts / etc, but nope, the gold is missing all of a sudden. I have not spent it, hell, I haven't even played in 2 days. Nobody knows my account info, but anyway, I know I have not been hacked since all my items are in my bank and not all my gold disappeared.

I have already sent a ticket to support (I sent it yesterday actually) but I have not received any reply from them. That's why I am posting this here in case this has happened before to any of you guys and, if so, I would appreciate any info on what on earth to do to recover the gold that just disappeared.

@ZOS_GinaBruno @ZOS_JessicaFolsom Please I would appreciate any insights

Did you ask your wife?

xD My husband doesn't have access to my computer, nobody does. That's what support also suggested, but nah, I prefer to keep my password a scret lol.

They replied to me and said that I listed an item and the listing costs were 500k (what the hell, I wish I had an item that was worth that much

). They won't tell me which item was it or in which guild I posted it, and, I quote "But as we do not see this account being compromised, customer support will not be providing any compensation. "

So, whatever happened, it's still a mystery but since I know I won't get any compensation I decided to unsub and keep playing but definately not spend all the hours farming mats to sell since one day your money can just disappear

BurningLobster · December 2016

How much would an item need to be priced to have a 500K listing cost?! There is a certain point at which they can assume you fumble-fingered when you were listing it and can help you out. I mean, we all muck up... the point of the game is to have fun, so why won't they just yank the item and refund your money to be nice?

Sunburnt_Penguin · December 2016

BurningLobster wrote: »

How much would an item need to be priced to have a 500K listing cost?! There is a certain point at which they can assume you fumble-fingered when you were listing it and can help you out. I mean, we all muck up... the point of the game is to have fun, so why won't they just yank the item and refund your money to be nice?

50 mill

Gilvoth · December 2016

itehache wrote: »

VinyParsley2016 wrote: »

itehache wrote: »

Good afternoon everyone,

Yesterday I logged in to the game after being 2 days away. 400k gold are missing from my main character's inventory. I do not use the bank, I always carry everything, and my alts just have a few thousands. I checked bank / all alts / etc, but nope, the gold is missing all of a sudden. I have not spent it, hell, I haven't even played in 2 days. Nobody knows my account info, but anyway, I know I have not been hacked since all my items are in my bank and not all my gold disappeared.

I have already sent a ticket to support (I sent it yesterday actually) but I have not received any reply from them. That's why I am posting this here in case this has happened before to any of you guys and, if so, I would appreciate any info on what on earth to do to recover the gold that just disappeared.

@ZOS_GinaBruno @ZOS_JessicaFolsom Please I would appreciate any insights

Did you ask your wife?

xD My husband doesn't have access to my computer, nobody does. That's what support also suggested, but nah, I prefer to keep my password a scret lol.

They replied to me and said that I listed an item and the listing costs were 500k (what the hell, I wish I had an item that was worth that much ). They won't tell me which item was it or in which guild I posted it, and, I quote "But as we do not see this account being compromised, customer support will not be providing any compensation. "

So, whatever happened, it's still a mystery but since I know I won't get any compensation I decided to unsub and keep playing but definately not spend all the hours farming mats to sell since one day your money can just disappear

ok then just to be clear, as im not sure i understand.

you are saying that you listed an item in a guild store for 500,000 gold and that item then SOLD for 500,000 gold, you were paid the gold [500,000] and then a few days later the gold [500,000] was missing because you over priced that item and customer service went into your character and took that gold back and gave it to the buyer ?

if that is the case, and out of responce to that happening you un-subbed ? and find the customer service at fault ?

DoccEff · December 2016

dwemer_paleologist wrote: »

itehache wrote: »

VinyParsley2016 wrote: »

itehache wrote: »

Good afternoon everyone,

Yesterday I logged in to the game after being 2 days away. 400k gold are missing from my main character's inventory. I do not use the bank, I always carry everything, and my alts just have a few thousands. I checked bank / all alts / etc, but nope, the gold is missing all of a sudden. I have not spent it, hell, I haven't even played in 2 days. Nobody knows my account info, but anyway, I know I have not been hacked since all my items are in my bank and not all my gold disappeared.

I have already sent a ticket to support (I sent it yesterday actually) but I have not received any reply from them. That's why I am posting this here in case this has happened before to any of you guys and, if so, I would appreciate any info on what on earth to do to recover the gold that just disappeared.

@ZOS_GinaBruno @ZOS_JessicaFolsom Please I would appreciate any insights

Did you ask your wife?

xD My husband doesn't have access to my computer, nobody does. That's what support also suggested, but nah, I prefer to keep my password a scret lol.

They replied to me and said that I listed an item and the listing costs were 500k (what the hell, I wish I had an item that was worth that much ). They won't tell me which item was it or in which guild I posted it, and, I quote "But as we do not see this account being compromised, customer support will not be providing any compensation. "

So, whatever happened, it's still a mystery but since I know I won't get any compensation I decided to unsub and keep playing but definately not spend all the hours farming mats to sell since one day your money can just disappear

ok then just to be clear, as im not sure i understand.

you are saying that you listed an item in a guild store for 500,000 gold and that item then SOLD for 500,000 gold, you were paid the gold [500,000] and then a few days later the gold [500,000] was missing because you over priced that item and customer service went into your character and took that gold back and gave it to the buyer ?

if that is the case, and out of responce to that happening you un-subbed ? and find the customer service at fault ?

Did you even read the post?

leandro.800ub17_ESO · December 2016

For a item to have listening cost of 500k it must have been posted for 50M or even more and also the list should still be there

TheUrbanWizard · December 2016

I lost 500k gold last week, when I sold a sharp red mountain 1 hand sword for 40k ouch!

At least I never had it to begin with lol