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Customer Support for Crown Store Runaround
EmtNOLA
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Currently, my account is suspended due to a chargeback. What makes this problematic, is that the chargeback is due to a store/system failure to credit me the Crowns that I purchased prior to last month's sale. After jumping through a string of multiple ticket escalations, Tuesday (a member of the Service Team) confirmed that the transaction would be cancelled and I would get a refund (and should contact the bank if I don't).
When the refund didn't arrive the next week, I contacted my bank who initiated the refund/chargeback. Yesterday, my account was suspended for that very chargeback and an unnamed service rep is insisting that there are now crowns on my account from that purchase and they will either need those crowns back or I have to pay again.
I'm including the service ticket here for escalation as I repeatedly copied this for the unnamed service team member who has yet to explain why the prior investigation confirmed an absence of my crowns *and* confirmed that I would get the refund. But now, things are somehow different and *I* owe them somehow.
Prior Ticket Confirming I should get a chargeback: Question Reference # 170818-003496
Current Incident Ticket Where There is No Acknowledgement of the Prior Issue and My Account is Suspended: Question Reference # 170912-000214
Please escalate
When the refund didn't arrive the next week, I contacted my bank who initiated the refund/chargeback. Yesterday, my account was suspended for that very chargeback and an unnamed service rep is insisting that there are now crowns on my account from that purchase and they will either need those crowns back or I have to pay again.
I'm including the service ticket here for escalation as I repeatedly copied this for the unnamed service team member who has yet to explain why the prior investigation confirmed an absence of my crowns *and* confirmed that I would get the refund. But now, things are somehow different and *I* owe them somehow.
Prior Ticket Confirming I should get a chargeback: Question Reference # 170818-003496
Current Incident Ticket Where There is No Acknowledgement of the Prior Issue and My Account is Suspended: Question Reference # 170912-000214
Please escalate
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Jayne_Doe✭✭✭✭✭
✭✭I wonder why they didn't just give you the Crowns you were owed rather than giving you a refund. Seems it would have been simpler that, after determining that you didn't get the Crowns you paid for, they would just credit your crown account.
Little can be done here in the forums, however, unless you tag one of the ZOS peeps (GinaBruno, JessicaFolsum, etc.). They may be able to help get the ticket escalated for you and looked at properly.
Also, know that the first response, even second or third until it's escalated, are generally canned auto-responses. It's annoying that we have to jump through so many hoops just to get an actual service rep to help us, but I imagine they're understaffed.0 -
EmtNOLA✭✭I'll tag someone to escalate this as the current chain cannot be an auto response (the rep has misquoted the amounts of the chargeback as different amounts in each response). I honestly feel like I am being extorted without recourse (since just quitting means that the money I spent on the other crowns in my account go unused and my prepaid game time is wasted).
@ZOS_GinaBruno @ZOS_JessicaFolsom
Please elevate this.
Regards,
@StillNOLAEdited by EmtNOLA on September 12, 2017 7:19PM0