Bank Error led to Suspension

Andratte · September 2020

Help please. My bank double charged me for my 1 month sub. I let my bank know this and they said no problem. Now I got a notice that my account has been canceled and when I try to log in to fix the website tells me I have been suspended. II try to log into game and it tells me that my password/user name is not valid. have had this account since beta. I played earlier today. Can someone help me please???

Taleof2Cities · September 2020

Start an Online Support ticket, @Andratte, and be sure to list the ticket number in your thread here.

Disputing a charge through your bank will flag your account ... so it’s always better to attempt to resolve the issue through a Support ticket first (even if it’s a ZOS billing error).

In the future, remember to use the Support search function before going down extreme paths such as a card dispute with your bank.

Andratte · September 2020

I just saw it on my statement and thought oh they made an error. I didnt think it would effect me here. Silly I now know.

How can I create a ticket when my account has been suspended? I cant log into support home https://help.elderscrollsonline.com/app/utils/login?p_next_page=ask

I tried account recovery before but I got no confirmation or anything that it took.

Taleof2Cities · September 2020

You're correct ... an account recovery ticket is what you need.

If you didn't get a ticket number try it one more time.

Choose the category that's "closest" to your issue.

It also might help to use a different browser on the second try.

Alienoutlaw · September 2020

unfortunately this will be flagged as a charge back. 2 things you need to do as soon as possible, 1st contact bank and reverse the charge back and clear any flag of fraud from bank re ZOS get this in writing (email) 2nd be patient ZOS will need time to confirm you have cleared them with the bank and reversed the charge back. unfortunately this can take up to 30days maybe longer with the covid problem. just answer all emails as soon as you get them and do not open another ticket as this will reset your previous one.

ZOS_Bill · September 2020

@Andratte

You are welcome to post your ticket number in the thread if you'd like any updates.

TjPhysicist · October 2020

ZOS_BillE wrote: »

@Andratte

You are welcome to post your ticket number in the thread if you'd like any updates.

i have basically the same issue, i attemped to purchase a crown pack and eso store told me the payment failed and to try again, so i did, and again, ...but i went to paypal to see 3 charges but ESO store only ever acknowledged ONE i never even got a transaction number nothing it said the payment failed due to issue with the card. Paypal eventually reversed the 2 extra charges, but now my account is suspended and esoplus cancelled even though i have over 1 month left on the esoplus..and you're telling me it can take upto 30 DAYS to solve this issue? who is gonna pay for the extra month of ESOPlus i lost then?

newtinmpls · October 2020

I'm not clear on how someone can "create a support ticket" if their account is suspended.

@ZOS_BillE how would this be done?

Thanks!

Taleof2Cities · October 2020

newtinmpls wrote: »

I'm not clear on how someone can "create a support ticket" if their account is suspended.

@ZOS_BillE how would this be done?

Thanks!

As I mentioned above in the thread, it would be an account recovery ticket instead, @newtinmpls ... with the player choosing the ticket category "closest" to their issue.

They'll be able to get a ticket number and then follow up here in General Help (if they wish for an immediate response from a forums mod).

newtinmpls · October 2020

Cool, thanks for the clarification..

ZOS_Bill · October 2020

The direct link for the account recovery form can be found at this link.

Amalaura · October 2020

Anyone on here gotten their accounts back? Its killing me to not be able to play, its how my husband and I can interact when he is out of state. I think this is a very extreme response that ESO takes for a chargeback on a duplicate charge. We've paid for these accounts. I'm paid through Oct and can't even use it.

VaranisArano · October 2020

Amalaura wrote: »

Anyone on here gotten their accounts back? Its killing me to not be able to play, its how my husband and I can interact when he is out of state. I think this is a very extreme response that ESO takes for a chargeback on a duplicate charge. We've paid for these accounts. I'm paid through Oct and can't even use it.

Yes, you might read through this thread, as it talks about some of the reasons why ZOS has that extreme response for chargebacks: https://forums.elderscrollsonline.com/en/discussion/507942/if-your-credit-card-gets-double-charged-beware-the-dangers-of-support

This recent thread suggests one method of resolution, being given an alternate means of paying for the chargeback: https://forums.elderscrollsonline.com/en/discussion/548785/banned-for-reporting-undelivered-crowns-to-paypal/

Amalaura · October 2020

Ugh well thankfully I heard from them today, first they told me to reverse the chargeback but then a bit later I got another response from a different agent telling me he saw that my chargeback was due to a double charge so he re-activated my account. Apparently they did process my refund but it was taking longer than the 7-10 days I was told. He next in the future just wait longer...basically. Or inquire with them about it. Which I shall now do from now on!

VaranisArano · October 2020

Glad to hear it got resolved in your favor!

ZOS_Bill · October 2020

As this thread is now a few months old and the OP has not responded, we are going to close out the discussion. If you need assistance regarding an account issue, please feel free to start a new thread in General Help.