Missing Bank Items, Bank Slots, & Skill Points

BlowFish · April 2014

ZOS_JessicaFolsom wrote: »

Tweek wrote: »

If they're not needed then how are they getting there things back...the answer is they never will get them back..will they?

We look at character data and history, and are able to see when things were purchased, sold, deleted, etc.

So I guess Zenimax will be recruiting an army of support staff to trawl through database logs?

Still nothing about the status of the underlying bug(s)?

As someone above said 'not cool' not cool at all.

BlowFish · April 2014

"And the question that probably everyone has - is the bank safe to use and upgrade now? Can we get an official response?"

Thats why I'm here (on the forums) rather than playing. Is it safe to upgrade your bank?

Incidentally anecdotally not taking your CE stuff from mail and having alts with spare 'overflow' inventory may (or may not) mitigate the risk.

JoeDohn · April 2014

Question Reference # 140415-020177

Date Created: 04/15/2014 03:23 PM
Date Last Updated: 04/15/2014 03:32 PM
Status: Solved

WTF??? It is unresolved...

tw1jaysin · April 2014

I was just hit with the bank bug. I switched to another character and when the game loaded I received the special edition e-mails again. I went to check my bank and it had reset to 60 slots from 90. There was about 70 items in it. Thankfully, I had pulled out my gold earlier this week.

I logged into my other characters and it seems some of the items were distributed to them, but I can't be sure they all are accounted for. Regardless, I'm still out the gold I spent on 3 bank upgrades and now I'm hesitant to use the bank, or even continue playing at all.

I sent a ticket and my ref code is 140417-012029

Glissando · April 2014

I HAVE FOUND SOME OF MY MISSING ITEMS ON AN ALT CHARACTER!!!!!
I have no idea if they are all the missing items,but there are SOME of them.Check your alt characters if you have any.

I have however chose to discontinue my subscription until this matter is resolved.
I will most likely resubscribe after that no matter the outcome and i'm fairly sure it's safe to say this here,they don`t read it anyway.

Maybe if more of us unsubscribe they will hurry the hell up and do something.

TheMakrel · April 2014

@ZOS_JessicaFolsom
Still waiting for resolution of my bank issue ticket 140406-059528
2 upgrades lost (80 slots), no items hopefully. issue reported on 06.04.2014, yet no solution so far. No response to ticket either.

hungryhippos · April 2014

140413-071898

I'm wondering if this has happened more than once to anyone? I've lost some gold and upgrade space but I'm over it now. I wondering if its safe to buy more slots again. It'd be cool to be reimbursed the gold.

Razzak · April 2014

hungryhippos wrote: »

140413-071898

I'm wondering if this has happened more than once to anyone? I've lost some gold and upgrade space but I'm over it now. I wondering if its safe to buy more slots again. It'd be cool to be reimbursed the gold.

DO NOT buy bank upgrades. It happened twice to me and and many other players. It happened more than twice for many others.

phaktoryub17_ESO · April 2014

My case is 140412-000972. You guys marked it as solved. I work for a software company and I can't for the life of me understand how your support people can think to mark a customer's support case as solved when you haven't solved it. It's sheer madness. I've cancelled the subs to both f my accounts because I'm not even playing the game because I lost 80 bank slots and around 70k gold and a ton of items. I get so pissed within 15 minutes of people in and trying to do anything between my mules.. errr toons that I don't even want to deal with the game. I'm so turned off that I can't even play. That's just nuts. And then you guys mark my case as solved and don't respond to my emails about it.

boredpeonub17_ESO · April 2014

You can claim you are working on restoring items. The truth is you are NOT even trying.

I filed my first ticket 2 weeks ago, that is like day three of the five day early access, because it was field just after midnight. The ticket number was 140403-006971, notice the 140403 which is the date the ticket was filed. I updated the ticket a few days later, because eit goes CLOSED as RESOLVED. I filed ANOTHER follow up ticket a week later.

Know what I got back so far? NOTHING.

I fail to see how it can take two weeks to process the people ahead of me in line for a fix. There is no way customer support is back logged two weeks from day three of early access.

Know what is worse than poor customer service? Customer service that keeps making promises to help you and does NOTHING.

Lelouch010_ESO · April 2014

GOOD NEWS!!! My items were NOT lost, as I had originally thought, when I lost my bank upgrade slots.

After seeing a post on this forum, I decided to check my character's inventory. I couldn't remember everything I had in my bank, obviously, but there were a few high level items that I stuck in there and would never have withdrawn before hitting 50. After checking my inventory, sure enough those items were inexplicably sitting in my bags on my main.

For anyone missing items / gold, I would strongly advise checking the inventory of all your characters. Someone else here mentioned that the items went to the alt who got the CE mail, so maybe the missing bank inventory appears on whatever character has the space for it.

It's not a solution, but I hope it relieves some of the frustration for a few of you while we wait on an official response!

UrQuan · April 2014

I wanted to post in this thread days ago, but I never got a forums invitation code when I activated my ESO account, and it took several days of dealing with Customer Service just to get a forum account set up.

Anyway, I was hit with this early Saturday and lost 20 or 30 slots in my bank (I don't remember if I had purchased 2 or 3 upgrades), along with the items that were in them (entirely crafting materials). I might have had a small amount of gold in there too, but I doubt it, and if I did it was a small enough amount that I really don't care.

I submitted a ticket in game as soon as it happened, and never got a response to that ticket, so I submitted a new ticket through the website a couple of days later.

The first response to that ticket marked it as resolved, so I replied in order to get it marked differently (obviously it hasn't been resolved), and got this back:

Response By Email (Amanda) (04/16/2014 12:28 PM)
Greeting Ben,

Thank you for contacting the Elder Scrolls Online Team.

We apologize, and know the issues is not solved. We are still currently looking into it still, and will contact you as soon as we can. Our technical team is trying to resolve the matter. We appreciate your patience in this matter.

Best Regards,
The Elder Scrolls Online Team

Question Reference # 140415-030583
Date Created: 04/15/2014 05:44 PM
Date Last Updated: 04/16/2014 12:28 PM
Status: Customer Reply Required

So they changed the status on it so that it no longer says it was resolved, so that's something at least. It's pretty bad that they keep marking these tickets as resolved in the first place, though, when they know for sure that they're simply not.

When we finally do get a fix for this issue, I sincerely hope that there's a way to create a script that will do the following:
1) Look for whatever transaction shows in the database when this glitch happens
2) Compare the number of bank slots prior to the glitch transaction to the number of slots after the glitch transaction.
3) Takes the difference between those numbers and adds that to the current number of bank slots.
4) Compare the amount of gold in the bank prior to the glitch transaction to the amount of gold after the glitch transaction.
5)Takes the difference between those numbers and adds that to the current amount of gold in the bank.
6) Compare the items held in the bank prior to the glitch transaction to the items held in the bank after the glitch transaction.
7) Uses that to provide a list of the items lost by that user, so that automated in-game emails can be sent to all those users with the lost items as an attachment (automatically putting them back in the banks could be problematic).

If they can't write a script that will do that, then I don't see any way that they can "make everyone whole" without a whole lot of manual intervention, which will likely take months.

Should that be the case, then I think the best solution would be to give everyone affected the option of taking the max number of bank slots (whatever that is) and 5,000 gold or so. That should effectively reimburse the majority of affected people. At the same time, they should allow people affected to opt out of that blanket solution and submit a ticket to be manually made whole by returning exactly what was lost. This should reduce the number of manual interventions required by a lot, and as such it would take less time to fix everyone.

Oh, and giving those affected some free time added to their subscription would be a good idea too, just to wash away some of the bad taste left in people's mouths.

SantieClaws · April 2014

="gardenia.ren67ub17_ESO;649753When it happened to me, I was at the crafting station improving items. I saw my embroideries (which had been in the bank) disappear while in the improvement interface, then received duplicate pre-order items at the same time. The duplicate emails are a common thread. Logging in and out of the bank are not. I did go run to the bank in a panic when I saw my items disappear and got the emails, because I had heard of this bug. When I got to the bank, my fear this had happened to me was confirmed.

But you are technically accessing the bank when crafting if some of your materials are stored in the bank .... Maybe you don't have to physically be in the bank just using it for the bug to happen?

frika · April 2014

ok i just saw that this stuff bugged for me all my upg slots dissipated from 100 to 60 so i made a ticket literal 10 mins later i got this :

I am very sorry to hear that you have encountered this terrible bug. Not to worry, we are aware that some customers are encountering this issue and have already reported it to the development team.
We expect the issue to be addressed in an upcoming patch, and for all players to be returned both their upgrades and items/gold. At this time we would advise you to not rebuy any bank slots as this may interfere with the restoration process. Deep apologies for the inconvenience - please bear with us as we work on a resolution.
Thank you for your patience!

Safe Travels,
The Elder Scrolls Online Team

I am ok with waiting if the problem gets resolved i really am i just hope they can return all the item gold and slots if thats the case wont loose any sleep over having problems so far.

admicawberub17_ESO · April 2014

I was marked as "Solved" but I still haven't had my slot or gold returned. It has happened to me twice, down to 60 from 80 and then down to 60 from 90. Incident numbers are as follows:

140413-125917

140406-009170

Thanks for making sure I am included on the list of customers needing attention.

Jhory · April 2014

Same thing, account reset, bank slots missing, can't skip Cold Harbour with new character, CE items re-mailed, etc.

140414-133426
Created 04/14/2014 at 11:47 PM
Marked as 'solved' 04/14/2014 at 11:49 PM (really?)

Issue persists.

alvaro_darkbladeb14_ESO · April 2014

It's been almost a week since this happened and I still have not resolved. One week I paid and where I could not play! Solve this problem now! I've sent 4 tickets and only get canned responses.

I paid for a game and not for a botch half done.

Beast · April 2014

Happened to me twice already. 1st time was within a couple days in to early access and then again yesterday. My support ticket was marked solved.. but obviously isn't solved.

[Incident: 140417-002406]

powerfantasticb14_ESO · April 2014

Tigger62077 wrote: »

What I want to know is: If you are getting hit by the bug, WHY ON NIRN did you buy more upgrades? You KNOW it's a bug, you KNOW you got hit, and you STILL dropped more money. It makes zero sense to me.

Just wanted to reiterate, I've never bought any bank upgrades, but it still happened to me. -- So doesn't appear anyone is safe from this malfunction.

Bloodsip · April 2014

As a person that is waiting on a bank space and item restore, can you give us some information on whether or not we should be using our banks? I only ask because I don't want to load it up again and you guys give me my stuff back and it doesn't fit or the new stuff is wiped. I don't want to lose the stuff I have in there already. I will just sell or decon.

Thanks,
BS

Bloodsip · April 2014

Etchesketch wrote: »

I haven't put mine in here because I can't figure out how to get the report number. How do you find that? When it first came up I tried to copy it and that just reset the screen, now I don't see how to look it up

I was able to copy mine for the email they sent me, not the in game system.

Furytheoriginal · April 2014

Bloodsip wrote: »

As a person that is waiting on a bank space and item restore, can you give us some information on whether or not we should be using our banks? I only ask because I don't want to load it up again and you guys give me my stuff back and it doesn't fit or the new stuff is wiped. I don't want to lose the stuff I have in there already. I will just sell or decon.

Thanks,
BS

The one and only contact I ever got from customer service told me to refrain from upgrading the bank and generally try not to use it until the things are fixed and things are restored.... but then again they have come out since then and said that the fix will not be retroactive and they are trying to figure out how to compensate the affected people...

Furytheoriginal · April 2014

BTW I opened a "Please Call Me Ticket" via their website support and it stated it would be about an hour... that was yesterday and no call back yet so their "premium service" they provide is proven yet again to be a smoke and mirrors show...

At least be honest with people and tell us truthfully when something will occur... constantly providing little to no information and then what you do provide usually turns out to be false and/or incorrect just makes us more frustrated with Zenimax and EOS in general

steveb16_ESO46 · April 2014

I lost slots. Seems no point reporting it if they cannot even respond to a ticket. Poor show all round. Seems like buying slots is just wasting gold.

h36dh37832ea · April 2014

Question Reference # 140415-030370

Problem was marked as solved even though it is not, a customer service rep i was talking to about a different issue says that it's strange the problem has not been fixed as you apparently did a patch to sort this.

Question Reference # 140415-035347

not sure what day you did the patch to fix the issue but I didn't loose my bank slots until the 15'th.

Just for the record i'm down 50 bank slots, 110 down to the default 60 and lost a lot of crafting mats and upgrade materials in the process, it's the loss of legendary upgrade mats that bugs me the most.

Edit : just though I'd add that I also got a second issue of my treasure maps / mini pet as well when this happened, seems to be a common theme when this problem occurs.

alvaro_darkbladeb14_ESO · April 2014

kewl · April 2014

Glissando wrote: »

Maybe if more of us unsubscribe they will hurry the hell up and do something.

@Glissando My thoughts exactly. Perhaps losing revenue will shock ZOS into fixing issues that have been present since beta.

kewl · April 2014

Razzak wrote: »

but I am wondering how many times this will happen.

@Razzak I've gotten hit three times now. It will keep happening until they get a fix in. Some reports indicate a Friday patch. As far as refunding what has been lost, nothing concrete.

ZOS has my patience till May 6th; when my sub runs out.

Daendur · April 2014

kewl wrote: »

@Glissando My thoughts exactly. Perhaps losing revenue will shock ZOS into fixing issues that have been present since beta.

indeed human beings generally work better when they are highly stressed.

Lizardo · April 2014

So I just logged on this morning and found that my bank of 100 slots was reset down to 60 slots and whatever I had apparently lost.
I submitted a ticket in game, but it told me that I have other tickets still opened and that this new ticket will take longer as its not priority or something of that manner.

The only other tickets I have that should be open are just bug reports. So I'm hoping that someone ( @ZOS_JessicaFolsom or another CM) can take a look at my tickets and escalate this bank issue one to the top of my ticket list.

Also the lack of communication is frustrating. Has there been any development on this issue yet? Are they getting close to resolving it? Have they found what's causing it, and how can players avoid it?

Edit:

tw1jaysin wrote: »

I was just hit with the bank bug. I switched to another character and when the game loaded I received the special edition e-mails again. I went to check my bank and it had reset to 60 slots from 90. There was about 70 items in it. Thankfully, I had pulled out my gold earlier this week.

On another note. This exact same thing happened to me. I was resent my CE items in the mail, and then my bank spaces were all gone. Related?

Missing Bank Items, Bank Slots, &amp; Skill Points

Missing Bank Items, Bank Slots, & Skill Points