Ticket: 200423-007096

On April 23rd at 1700 I went to purchase the new dress in the crown store only for it to alert me I did not have enough crowns. I was confused because between my subscription and the recent crown sale, I had the equivalent to a few hundred dollars in crowns. When I looked, my account was at 'zero' which was very odd. I logged in and out twice, restarted my launcher and my machine. When I found it still to be at 'zero', I logged on to the account information on my browser to see it was 'zero' there as well. I quickly went and reviewed my transaction history in the Crown Store to make sure that it did not show any crowns gifted. (None were gifted.)

I placed a ticket and explained how many crowns I had as of April 5th, including a screen shot with the total, and all of the steps I took troubleshooting. Looking back on the forums I saw that this had been a known bug that happened to others, but was usually remedied fairly quickly. I put in my ticket and explained how many crowns I thought I had, with the screen, and a current screenshot of my zeroed balance.

I received an automatic reply that did not help (although I understand the reasoning for the generic automatic reply.) I updated the ticket, and then updated again the day after to ensure they were aware they had not been returned.

After a week, I updated the ticket and still no response, so I put in a second ticket on April 30th. (200429-006803) I felt the ticket better described the issue fully and how this has been impacting my game play from my inability to finishing the housing projects I am working on to missing out on crown store items that had come into the store the 23rd. I received an automatic reply and then it was cancelled out as a duplicate.

Still no one has contacted me and it has been ten+ days. If this was a connection issue or something, I would be more patient, but at this point it is an amount in excess over $300+ missing that they currently have, but I do not have access to use.

I am aware things are delayed due to covid-19. Under normal circumstances the tickets were resolved in a matter of hours, but we are now approaching two weeks. They duplicated out the second ticket, which made me feel as if someone had looked at the ticket.

My frustration is not having access to actual currency I spent. I want to be able to play the game like I am used to, but don't the majority of us who come here?

Thank you all for working as hard as you are and for dealing with people like me.