Heh. Based on the spelling, syntax, and construction of the messages, I suspect that English is not these people's (Customer Service) primary language. And, get ready to have your issue NOT resolved by the person gathering up all this information! Most likely, it will be 'escalated' to someone else, and MAYBE you will hear back from them days later. Maybe.

I have found recently that many companies are asking for both my security question and answer. It may be necessary for security I suppose but it is extremely frustrating.

It's pointless to complain about these things. Consider the presence of gold farmers, bots, stolen accounts with stolen credit cards, and a variety of other forces for evil that ZOS is dealing with, these measures are sensible and prudent. Surely confirming your ownership of your account isn't that much of an imposition?

Desdemonte wrote: »

To prove the communication is legitimate, they should provide the question, thus proving they are looking at my account and not just phishing.

It's up to YOU to prove who you are, not the other way round, use the phone if you're incapable of verifying the e-mail is legitimate.

That said asking for the answer is the way to do it, asking for both I agree isn't the way to do it.

ZOS_HugoP wrote: »

Greetings,

Our Account Ownership Verification process include the following:

• Last 4 digits of the credit card number
• Paypal transaction ID
• Complete Game Time code
• The Answer to the Secret Question

Could you please provide your ticket number?

Thanks!

Ya. Right. I don't HAVE a Paypal Transaction ID as that is NOT the way I purchased the game! And, [snip] is a 'Complete Game Time Code'??? A subscriber does NOT HAVE a Game Time Code!

And, just to finish off the insult to injury, this is an actual copy of the text in my email:

====================================================
First, we will need to verify account ownership before we are able to change any account information. We just need one or more of the following:

1.Secret Answer:
--Payment Method--
2.Last 4 digits of the CC#:
3.Paypal transaction:
4.Complete Game Time code:
====================================================

Emphasis on 'one' is mine.

After providing TWO of the requested items, I received another email with a demand for a third. Then, after that, an email saying my issue would be 'escalated' and be resolved 'soon'. That was two days ago.

All this for a simple Forum Username change.

So, don't tell me how 'great' ESO Customer Service is! My experience has been otherwise!

Good Luck
You are going to need it.
[edited for profanity bypass]

In addition, I don't see what the hell is so critical about changing a Forum Username that it requires all this crap. If someone can actually log into my account page to change it, I have got a whole lot more serious problems than them just changing the damn FORUM name!!!!

Is no one even thinking about this stuff over there?