Missing Bank Items, Bank Slots, & Skill Points

Excyte · April 2014

I also canceled my subscription. I've had too many problems, i couldn't subscribe and get my first 30 days unless i bought a prepaid card which costed me $5
Somehow i got rollbacked 15 mins behind(lost new items acquired, gold, skyshard etc.) that wasn't a big deal but then the next day my bank got reset then i lost over 12k gold, 30(40?) items.
Since then my items transfers were like this "main->bank->alt->bank->main->bank->alt2->bank->main->bank->alt3->bank->main"

I sank thru the floor countless times
Infinite loading screen
No real fullscreen(it drop your fps)

It's hard to follow a secondary quest story because whenever you enter a new area/dungeon you have to kill someone/something, there's 15 people around it insta killing it when it spawn, skipping the dialogues and you finished the quest.
I wish it was more like the main and guild quests.

Inventory is quite messy, they should have sub categories such as metal materials, wood, alchemy, remember what you marked as junk.

All potions of close levels should stack but the best is consumed first when used.(1 potion that heal 6 extra HP use 1 inventory space instead of stacking) Perhaps just get rid of most of the looted potions and only have lvl-5-10-15-20 etc instead of lvl-1-2-3-4-5-6-7-8-9...

For now i'll just play the game for the next 19 days and if the game get better i'll resub.

Iarao wrote: »

they need to stop with the cutsie ***. how dare they talk down to us.

It beat the copy pasted automatic response but i wouldn't do it on a potentially angry customer. It just make it worse.

Baogo · April 2014

Ticket# 140418-054553

Had the base 60 slots restored would like my 30 slots that I had upgraded to restored please.

Bushy808ub17_ESO · April 2014

I am extremely dissapointed now. I was very much put off by the deletion of 30 bank slots and their contents, and the gold used to upgrade it to that point. I was assured that my items were not lost, and that this was restorable in a patch.

The patch rolls around, and it says its fixed, but nothing will be restored via the patch and that I am to contact customer support. I have contacted them twice, and both responses indicate that they aren't understanding my problem, or just aren't communicating to me that they understand it and are workig on it.

#1
Me: My bank was deleted some time ago, The patch notes said it was fixed, but that each restore happens on a person basis. So I am submitting my ticket for bank restoration. Thank you for your hard work.

CS:

Thank you @Bushy808!

Once again we apologize for the inconvenience in game play. We hope you are enjoying your gaming experience! You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).Thank you for your continued interest and support!

Now go forth in your doings Voyager!

Warm Regards,
The Elder Scrolls Online Team
-Marked Resolved
..................

Was my issue resolved? Are you working on it? I see no changes to my characters, or bank.

so then I sent in another one. and the response was

CS:

Greetings @Bushy808!
Thank you for contacting the Customer Support Team for The Elder Scrolls Online.

I am sorry to hear about the situation you had with your bank slots. This issue was recently fixed on the 4.18.14 patch, so all items should be restored to your account. If your items have not been restored, please first check your other characters for the missing items.

If you're unable to locate the missing items, please reply to this e-mail and provide the following information:
- Name of the character impacted
- Missing items

I am sorry for any inconvenience this might have caused you and I would like to thank you for your patience and understanding regarding this issue.

Have fun rocking Tamriel!

Warm Regards,
Diana
The Elder Scrolls Online Team
..................

Again...the issue was fixed, yes. But restorations are via customer service tickets only, as instructed by the patch notes. Why the confusion here? And characters affected is my bank = all my characters. Nothing was restored. And the CS answers seem to make me think that they don't understand whats going on completely.

Requielle · April 2014

I am not resubmitting a ticket to Customer Service - I submitted one when the bug hit, replied to it several times, and posted the number when requested in the forum.

If that's not enough to get them to address what I lost, then I won't be resubscribing. I have 17 days time remaining for ZeniMax to change my viewpoint from "more aggravation than fun" to "great game backed by a solid company that I want to support".

I am still really hoping that whatever measures are under consideration to make things right for all of us affected will, in fact, make things right. As I've said before - I want to love this game. But so far, I've been underwhelmed with the issues that made it into live and the handling thereof.

Xaltotun · April 2014

Alright. My bank space got cut down from 80 (or 90, I can't even remember anymore) and there's not been any response at all from customer service. I may as well have tossed it into a black hole. I opened a new ticket today, post-patch, the ticket number is 140418-056373. I'm getting really tired of doing the inventory shuffle with alts but I don't want to buy new bank slots until these are restored.

Edit: Also, I would like to add that I HAVE NOT TOUCHED the duplicate beta testing and Imperial preorder items that were sent to me again when the bug killed my bank slots. It seems some people have gotten banned and they can't figure out any reason other than that. All of the attachments are still sitting in the mail as sent.

WaystedMinedub17_ESO · April 2014

Joy, another message showing the complete disconnect between reality and the corner of the universe ZOS support exists within.

Thank you for contacting The Elder Scrolls Online Team.

This issue was recently fixed on the 4.18.14 patch, so all items should be restored to your account. If your items have not been restored, please first check your other characters for the missing items.

If you're unable to locate the missing items, please reply to this email and provide the following information:
- Name of the character impacted
- Missing items

I figured that I'd do them a solid so I sent the customer support rep a link to the patch notes, because it is bloody obvious they've never read them.

Thakaron · April 2014

WaystedMinedub17_ESO wrote: »

I figured that I'd do them a solid so I sent the customer support rep a link to the patch notes, because it is bloody obvious they've never read them.

I lol'ed. Priceless, perfect.

Marovec · April 2014

I also had a ticket in regarding this. I "updated" it today regarding the instructions to contact CS if we had lost bank slots prior to the patch. No response yet.

nasdaqbergamot · April 2014

The Elder Scrolls Online:

Requielle wrote: »

"more aggravation than fun"

That would be truth-in-advertising.

ichi_san · April 2014

Dear ESO CSR:

Patch 1.04 is out and the notes claim that the issues with missing bank slots and items is resolved, but that those who have lost slots and items need to contact customer support. This, combined with the notification that you have assumed that this issue has been resolved if you don't hear from me within 168 hours forces me to submit another ticket.

So, for the record, I have lost 30 slots and 30 items.

I'd also like to go on record concerning your customer service. I can understand that the new rollout of an MMO as expansive as ESO is going to have bugs. I know too that you are just one piece of the puzzle and can't fix the world from your desk.

BUT

This is horrible customer service. I've submitted tickets about this issue already. To require an additional ticket submission is simply bad policy.

Didn't ZOS keep records of the accounts that had submitted bank slot/item tickets in anticipation of restoration?

ZOS's reply to my last ticket contains both phrases "We are very sorry that this issue still hasn't been resolved" and "We will assume your issue has been resolved if we do not hear from you within 168 hours "

Do you guys realize how silly that is?

I know you're a CSR trying to do your best, and that if you call your supervisor over to say "hey boss, this guy has a point, we should get our *** together" you'll either get fired or laughed at or fired and laughed at. Still, I must inform you that your customer service has failed to meet my lowest expectations. Hopefully that won't fall on deaf ears.

Please find my lost bank slots and missing items and return them to me.

Then go fix ESO customer service.

Thanks

cbrons · April 2014

140418-058462

Need gold to expand from 60 to 100 slots.

Will be cancelling my subscription if this is not delivered in next 6 hours.

Dallie · April 2014

Surely you folks at Zenimax have a filter that lets you sort the tickets by date, such as...oh, I don't know...the first six digits of the ticket number? According to your own posts, you were 'addressing them in the order they were received'. This sticky thread was about 1/10 the size it is now when most of us posted getting hit by the bank bug. I believe my first post was page five, should I recall correctly.

Those of us not cancelled (as yet), realize that you cannot directly return the items, or slots. Where's the in-game currency we spent or lost? Where's compensation for the items lost? Why is it seemingly impossible for someone to make a solid decision in two weeks' time (the time the first folks were affected) as to a blanket policy that would handle this?

Again, the information from the original ticket:

Question Reference # 140412-007603

Date Created: 04/12/2014 01:44 AM
Date Last Updated: 04/12/2014 12:04 PM

kodesai_ESO · April 2014

Mine still hasn't been resolved. 3 weeks worth of farmed materials by my entire guild is gone. Not to mention all the gold that we spent upgrading the bank.

# 140417-119638

I have closed my account, if this is not resolved by the time my play time expires I wont be back.

Putok · April 2014

Can we get a comment from ZOS on how we should go about getting our stuff back from CS? I don't even care about the items that much, I just want the bank slot upgrades back, or the gold to pay for them.

Thol · April 2014

This is a living nightmare,

Why can't we just get a simple answer to our questions,
Please @ZOS_GinaBruno and @ZOS_JessicaFolsom respond.

1) Can you restore our lost bank slots and our lost items?
2) Do we have to buy our missing bank upgrades ourselves?

Sedalias_Hope · April 2014

Consider yourselves LUCKY you got a somewhat intelligent response this is mine...

Response By Email (Sabre) (04/18/2014 12:15 PM)
Greetings Lisa,

Thank You for Contacting The Elder Scrolls Online.

This one understands that you have questions regarding your missing gold/bank slots that are still missing. This one sincerely apologizes about the delay in response as well as the inconvenience and frustration that this has caused you. This one understands the hard work involved to gain those entitlements and for them to just simply vanish is confusing and saddening. At this time The High King Emeric and the High Elves are working diligently to restore all items lost in battle. Please keep in mind that the patch update is not completely finished at this time and there are tons of quests to conquer with this matter. Thank you for your patience with this matter while we work hard to get back your hard earned slots and gold. Molag Bal doesn't want to see you succeed, together we will defeat his Dominion. This one will assure you that you will receive all missing items in a timely manner.

If you have any further questions, comments, or concerns please do not hesitate to contact The Elder Scrolls Online Support.

May the Light of The Eight Guide you Lisa!!

You can find more information about The Elder Scrolls Online on our website and social channels (Facebook, Twitter, and Google+).

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

Which, believe me when I say IF I had even the TINIEST confidence in customer support and IF this problem had not went on for almost two weeks, it would be an OK response, but customer service had FAILED!!!
The GAME has a few bugs and a few problems, but it is machine code that has never had so many hits on multiple platforms. The Customer Service is a circus of untrained, unprofessional, and uneducated clowns that THINK they are fooling someone sending us chasing our tails... I am a full time college student, I will be graduating in the Spring of next year. I have NO doubt I will be more than qualified to take your job! and to who ever is the Customer Service Manager, you are in over your head! You lead the absolutely worst, most unprofessional team of misfits that I have EVER had the displeasure of using. You have 10 days for my account, I have no doubts that I will not be missed, nor will this game hurt because of my leaving, BUT IF there is a way (and believe me when I say I am looking) I will get my 80 bucks refunded to me... You guys have taken ALL the enjoyment out of this game, not because of buggy content but rather, YOUR FAILED HUMAN ELEMENT. Please email me when you have PATCHED CUSTOMER SERVICE and I might try this game again

skaught.simmons_ESO · April 2014

Reference # 140416-007263

Somehow the CSR Agent thought my request was asking for the ITEMS to be replaced. That is not what my original ticket described.

In truth? I could give a rats fart about the items. I will not be paying 60k in gold costs (twice) to move my bank slots from 60-100.

My response:

Hello, please read the original request.

I am not asking for ITEM replacement. I could care less about the items. I would like either:

1) My shared bank slots on my account back to 100 or
2) Gold reimbursement from paying for my bank slots from 60 to 100 (twice)

Name of characters impacted: My whole account.

Again, this is about SHARED bank space that was removed by this bug. I can live without the items. I will not eat 60k in gold costs due to a bug that has occurred twice.

Thank you,

skaught.simmons_ESO · April 2014

There is an easy solution to the bank space right in front of them.

They might as well admit defeat due to this bug and just bump everyones DEFAULT bank space up to 100 across the board.

Wreave1 · April 2014

If you report in game, then on the Ask for Help page, you can select "Gameplay" then "Lost Bank Items". The last category seems newly added. (Though I'll note that when I submitted it, I got a dialog saying that it looked like I was trying to report a player for spam. (So a bug in their problem reporting feature? Sigh. Still probably the best way to go.)

The text I used was:

My bank has reset twice, each time from 80 to 60 slots. I also lost about 400 gold in the first bank reset.

Please refund the gold cost of the upgrades plus lost bank gold to me.
* 2 x (1000g + 3300g) = 8600 g
* plus lost gold = ~400g
* Total: 9000g

I (probably) also lost items from the bank resets, but it was probably just low level crafting mats, so I do not need items to be replaced.

Prior Ticket Numbers:
* First reset: 140410-****
* Second reset: 140416-***

Hopefully this does the job. I'll update this when I get feedback.

cbrons · April 2014

skaught.simmons_ESO wrote: »

There is an easy solution to the bank space right in front of them.

They might as well admit defeat due to this bug and just bump everyones DEFAULT bank space up to 100 across the board.

no, they need to give me back the slots I paid for, players unaffected by this bug should not get what I had to pay for. I deserve far more than just 40 bank slots back, but I will take that over nothing. No slots or gold received from CS by 9pm tonight = cancelling subscription.

Tigger62077 · April 2014

cbrons wrote: »

140418-058462

Need gold to expand from 60 to 100 slots.

Will be cancelling my subscription if this is not delivered in next 6 hours.

I imagine someone somewhere is saying "we don't negotiate with terrorists" or some such. May I ask: Have you ever done coding? Giving an ultimatum of 6 hours is quite ridiculous. Perhaps not if you were the only one but you very clearly are not.

lairedae · April 2014

New ticket number: 140418-058149 - Last one was marked as resolved yesterday, here's hoping this one gets some action!

Comments here though are making me glad I made it clear that I didn't want the items - I want my space, I want my Khajiit to be able to use the guild store again, and I'd like to be able to skip the Wailing Prison again. *wistful sigh*

Here's hoping.

Guldendraak · April 2014

Have submitted a new ticket as my original ticket has now been marked as "solved" due to the new patch being released that "should" solve the issue.

ticket number is 140418-061212

UPDATE: Just recieved a response to my ticket

Thank you for contacting The Elder Scrolls Online Team.

This issue was recently fixed on the 4.18.14 patch, so all items should be restored to your account. If your items have not been restored, please first check your other characters for the missing items.

If you're unable to locate the missing items, please contact us and provide the following information:
- Name of the character impacted
- Missing items
Question Reference # 140418-061212

Date Created: 04/18/2014 04:41 PM
Date Last Updated: 04/18/2014 04:53 PM
Status: Solved

Please tell me you are kidding me? Not only did the CS just close my ticket without my bank slots being restored, I'm now supposed to remember each of the 100 odd items that got deleted from my bank individually.. SERIOUSLY??

Have had to submit a new ticket as the one I had created has now been closed. /Sigh... I'm really just wondering if it's easier to cancel my sub and walk away from the game.

If it's true they outsourced CS to another company for ESO, I hope they are seriously reconsidering whether this company continues to have the contract.

Dallie · April 2014

Thol wrote: »

This is a living nightmare,

Why can't we just get a simple answer to our questions,
Please @ZOS_GinaBruno and @ZOS_JessicaFolsom respond.

1) Can you restore our lost bank slots and our lost items?
2) Do we have to buy our missing bank upgrades ourselves?

It's been stated two or three times, in official posts, they cannot restore the items lost, nor the bank slots. However, they still can't manage to offer a single whit of information as to what recompense they're going to give in return.

Not that it matters, as of today. Most folks are now being auto-banned by the game for zoning or logging out or getting disconnected, and a good deal are already affected by one bug or another. Way to go, Zenimax.

mendesub17_ESO · April 2014

Same thing here guys, new ticket and no resolution.
Look at what they send me:

Greetings!

Thank you for contacting The Elder Scrolls Online Team.

Thank you for contacting us. We are aware that some customers are encountering this issue and have already reported it to the development team. The team is working on resolving this issue.

You can also find this information in our knowledge base, which we consistently update with any changes. Use the following link for the most up-to-date information regarding your question:

http://help.elderscrollsonline.com/app/home?region=US/track/AvNfoQrvDv8S~VuJGtge~yILCcUqQy75Mv~t~zj~PP8k

Currently, the best way to keep an eye out for upcoming news about The Elder Scrolls Online is to watch our official page and social channels:

Question Reference # 140418-040279
• Date Created: 04/18/2014 12:16 PM
• Date Last Updated: 04/18/2014 01:59 PM
• Status: Customer Reply Required

I think that what I need to do now is simply cancel my sub.

Nimgimmer · April 2014

Question Reference # 140413-099083 first listed as "solved" replied to and listed as "unsolved". Still at 60 slots (lost another 40, whatever items were in those slots and an amount of gold I cannot recall because I was using what I depositted into the bank to buy bag upgrades for my alts. While switching to my 4th, I noticed that I suddenly lost those 40 slots despite the fact that the 3rd character had them not even 30 seconds before.q

Elyf · April 2014

Well I wrote a new ticket today and actually put a link to the patch notes in and got the answer that it will be fixed in a coming patch

We are aware of this issue and are working towards a resolution. We expect the issue to be addressed in an upcoming patch. If it is ok I will close your previous ticket(140413-074097) regarding this matter in order to minimize any confusion and speed up the process. I apologize for you not receiving a reply to the ticket in a more timely fashion.

As someone who works part time in customer support for a software company I cannot even imagine the terror that working for Zenimax must be right now but seriously, this problem has been around long enough so that the customer support should at least know what developers are telling us...

Waiting and Muling more or less patiently until the issue is resolved:
Incident: 140418-039737

Mujuro · April 2014

When I submitted a new ticket per the patch note instructions, I also received a less-than-helpful reply (basically, "we're closing your ticket as duplicative") and the CS rep wasn't aware of the 1.0.4 patch's contents/implications.

For those of you who are receiving less-than-helpful responses from ZOS CS, I called them earlier today (luckily only waited about 2 minutes to get to a rep), who was helpful and friendly. His name was Daniel, and he explained the situation relating to this issue and the asinine respose/"closed as duplicate" ticket:

As the patch notes state, the patch doesn't actually restore any missing bank slots/lost items/lost deposited gold. What we're supposed to do is file another ticket.
When the ticket is filed, the CS rep is supposed to forward the account info to a supervisor for review/verification. According to Daniel, the reason I received the "closed as duplicate" response is because the CS rep who fielded the ticket never bothered to "keep up" on current events, e.g., there's a patch today that addresses the issue and instructs us to submit new tickets. He apologized on behalf of the other CS rep.
According to Daniel, and starting this evening, EDT, supervisors will begin the process of restoring lost bank slots, items and deposited gold.
If we do not receive back what we lost within the next 2 days, Daniel suggests that we contact CS again.

Anyways, that's the recap of my conversation with ZOS CS, FWIW.

Ticket Reference: 140406-000648

Inco · April 2014

I don't CARE about my lost materials. (Some of which I think I got back)
I don't CARE about my lost gold (maybe 400g)
I don't CARE about my lost PET (you sent me a 2nd in this mess).
I don't CARE that CS keeps closing my tickets saying a "Patch" is fixing it.

I CARE that CS can't seem to RETURN my missing 30 slots like right NOW.
YOU CARE cause my free 30 days are up in 2 weeks and my SUB will be cancelled if I don't get this resolved in the next couple days. (I'm okay waiting a day or two, but not much longer)

I'm a patient person, but this is complete BS recovery of a database engine screw up if I ever saw one. Better start getting your PR people shifted into HIGH GEAR and fixing our tickets.

cbrons · April 2014

Tigger62077 wrote: »

cbrons wrote: »

140418-058462

Need gold to expand from 60 to 100 slots.

Will be cancelling my subscription if this is not delivered in next 6 hours.

I imagine someone somewhere is saying "we don't negotiate with terrorists" or some such. May I ask: Have you ever done coding? Giving an ultimatum of 6 hours is quite ridiculous. Perhaps not if you were the only one but you very clearly are not.

Theres no coding involved, all they have to do is send gold via the in-game mail system. This is something every single one of the reps has the power to arrange.
At any rate, fanboy, get out of this thread, it is for CS requests not for fanboyism. Go be a fanboy on one of the other subforums, please.

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

Missing Bank Items, Bank Slots, & Skill Points