Unresolved Crown purchases – ticket ignored for weeks

Murineen · February 21

Hi everyone,

I’m posting here because I’m honestly not sure what else to do at this point, and I’m hoping someone can advise whether this is normal or help escalate the issue.

I have an open support ticket (created jan 22) that has been stuck in “Waiting on Agent” status since January 27, I haven’t received a single response since then.
Ticket reference number: 260121-003780

To make sure the ticket would not be automatically closed due to inactivity, I have been sending a brief follow-up inquiry roughly once a week to ask about it's status. Despite this, I have still received no reply.

Summary of the issue:

On January 21, I purchased 1500 Crowns, which were never delivered.
On January 22, I opened the support ticket mentioned above.
After waiting for weeks with no response, the issue is still unresolved.
On February 14, I purchased an additional 5500 Crowns, which also did not arrive. This information, including the transaction IDs, was added to the original support ticket.

For clarity: using the same payment method, I have had other Crown purchases go through successfully, and those were credited immediately. This suggests the issue is not a general delivery delay. In all cases, the funds were deducted from my account, and both purchases appear in my Elder Scrolls Online billing history.

At this point, I have 7000 Crowns unaccounted for.

On February 17, I opened a second ticket just to ask about the status of the first one, in case it had somehow been overlooked. That second ticket was closed without any response and marked as a duplicate.

Is this kind of delay normal? I’ve tried to be patient, but after more than a month without any communication, it has become quite discouraging. I genuinely enjoy the game and want to continue supporting it, but this experience has been disappointing.

Any advice or help would be greatly appreciated.

Thanks for reading.

Murineen · February 21

Oh small correction after rereading: I expressed myself incorrectly earlier due to my limited English. It hasn’t been over a month without a response, the last reply I received was on January 27. (so it's a little over 3 weeks)
I apologize.

M_Volsung · February 21

Drop the ticket number here and tag a mod in the message.

Murineen · February 27

Hey everyone,

I understand support may be handling a high volume of requests, but I wanted to check in and confirm that the issue is still ongoing. I am still missing my purchased Crowns, and I have not received any further reply to my support ticket.

For reference, the ticket number (which I also included in my first post) is: #260121-003780

The last response I received from support was on January 27, and there have been no updates since then. This was the message:

"Greetings!

Thank you for contacting The Elder Scrolls Online Team. My name is XXXXXXXX and I'll be more than happy to assist you today!
I am escalating your ticket to a specialized team to ensure you receive the best possible resolution of your issue. Thank you for your patience while they review your request, they should be reaching out to you shortly.
If you have any further questions or information regarding this issue, please respond directly to this ticket to ensure the proper team is able to see your response.

Regards,
The Elder Scrolls Online Team"

I would greatly appreciate any update when possible. Thank you again for your time and assistance.

Edit: I realized I had accidentally included a name in the quoted message, so I’ve removed it.

Murineen · March 2

Hi @ZOS_Kevin, I hope it’s okay to tag you here.

I didn’t want to directly tag any moderators or developers before, as I understand you’re all very busy. However, at this point I’m starting to feel a bit invisible, as my support ticket remains unresolved and this forum thread is now over a week old without an update. (My support ticket has now been open for nearly six weeks, and I am still missing the 7000 Crowns I purchased)

I completely understand that there may be delays, but I would sincerely appreciate it if you could take a look when possible or let me know if there’s anything further I should do.

Thank you for your time.

Lucasl402 · March 2

Only advice I can give is to not buy anything else from ZOS until they get the issue resolved.

Murineen · March 7

*sad violin music paired with sad high elf sounds*

Small update: this thread is now two weeks old, and my support ticket is still sitting in "Waiting on Agent." The last reply I received was January 27, so it has been over a month without an update. It's March now.

The support ticket: #260121-003780

method__01 · March 7

you did buy the crowns and never received but is the transaction complete ? sometimes bank dont authorize the payment
check with your bank that your money were taken from account and get back to support

Murineen · March 7

method__01 wrote: »

you did buy the crowns and never received but is the transaction complete ? sometimes bank dont authorize the payment
check with your bank that your money were taken from account and get back to support

Yes, I purchased them through the online store (https://account.elderscrollsonline.com/en-us/store). The transactions appear as successful in my billing history on the ESO website, and I also received the confirmation emails.

The issue is that the Crowns themselves never arrived, and it has now been several weeks. The money left my bank account weeks ago as well (I made sure). I have made other Crown purchases using the same payment method, and those were credited instantly, unlike these two purchases.

The last update I received from ESO support was that a specialist would look into the issue, but I haven’t heard anything further since then. Unfortunately, the 7000 Crowns are still missing.

(My ESO Plus subscription has also renewed twice since the issue started using the same payment method, and the Crowns included with those renewals were delivered without any problems.)

method__01 · March 7

ok, send this transaction ID to support next time you speak with to help them identify the issue,imo these problems don't take long to process, since everything is documented, good luck

Murineen · March 7

method__01 wrote: »

ok, send this transaction ID to support next time you speak with to help them identify the issue,imo these problems don't take long to process, since everything is documented, good luck

Thank you for the suggestion. I've already sent them every transaction ID I have (I mentioned that here in my first post as well). I even separated and clearly marked the correct and incorrect ones to make it easier for them in my support ticket.

Maybe it's true that these kinds of issues don't take long to process, but the main problem is that they've stopped communicating with me entirely since January 27. That's what's been most frustrating.

I've tried to provide them with all the information I have. If they need anything else, they could have simply let me know and I would have sent it right away.

Still, thank you for taking the time to offer advice. It's honestly reassuring just to know that someone can actually see my post. I feel like a ghost at this point.