Mistakes in banning accounts

Casdha · May 2014

ZOS_AlanG wrote: »

Casdha wrote: »

Edited: they did receive one reply saying they were working on it and would let them know the outcome.

We can look into this, but we'll need the ticket number or the email address used to submit the ticket.

With the private message system down at the moment, if you wish you may send this information to our Facebook page as a direct message.

I will copy this text and send it to them when I get home.

Fairydragon3 · May 2014

Diadh wrote: »

I'm awaiting an appeal as we speak... No idea why, just tried to log on this morning and was informed that my account was suspended. Perhaps my hirelings were breaking some labor laws.

You should be ashamed of yourself work those poor Hirelings to farm you gold .....no i'm sure that it was another mass ban mistake. quick fix, but I'm sorry you have to wait a bit

ebunts14_ESO · May 2014

Casdha wrote: »

Update: After following directions above the person in question and her husband, who was not affected by this ban, are both in the process of canceling their subs as there has been no resolution or even attempt to contact them made, since the initial reply, by ZOS. They both had already paid the 6 month sub.

This concerns me greatly as I was planning on picking up a second account for family (wife and kids)to use, as well as my friends who don't have the game when they were over to visit. It appears from what I can put together that they got caught up in an auto ban that hits multiple accounts coming from the same IP without any type of verification or attempt to contact before doing so.

I'm telling this story because I love this game and I would like ZOS to find a better solution than banning customers who have already paid money without even the courtesy of an email warning first, so folks can explain themselves. I guarantee that most folks they want to ban would not take the time to answer a specific question.

If this game goes free to play , I will most likely stop playing it and most definitely quit sending money to them, however if they continue to ban their paying customers this will eventually be their only option.

In short, there has to be a better way.

Edited: they did receive one reply saying they were working on it and would let them know the outcome.

You know this is like the 20th time a friend got banned but the husband and wife played the game but are going to cancel.

1. Why would a guild mate, not actually a friend, get involved?
2. Why is it not the husband or the wife of the banned player not the one posting to the forums?
3. Since this is about a guild mate, how do you know they didn't get caught cheating, since you have only their word for it and Zenimax has the records.
4. Since this is a subscription based game, why wouldn't paying customers not be banned for cheating. The only way you can have paying and non-paying customers is if this was a f2p w/subscription option. And just because you are paying does not entitle you to cheat and keep your account when caught.

Sounds more like you trying to get one of your banned accounts restored through public opinion according to your word.

Dirtybyrd · May 2014

Hi, I was banned on 5/21 for what they say "Changing out my debit card". Saying it was a charge back on the game!I had to close my bank account cause of a charge that was not made by me! So I made a new bank account.Got myself a wal-mart prepaid card and used it for my online things! and had to repay for ESO! as the bank refunded everything I did that month on the card.So We all talked ESO & Myself, Everything was ok.. I got back in the game and was doing it eso style! but "5" days later! BOOM!! they banned me. And since I have not been able to convince them to let me back in. I feel cheated and misused, I hope there is not anyone else out there that has or will go thur this the way I have.

Dirtybyrd · May 2014

there are over 20 emails in all for this... I have not done anything wrong, other than changed out my debit card... and they was ok with that till five days later. And than banned me.

Casdha · May 2014

ebuntsb14_ESO wrote: »

Casdha wrote: »

Update: After following directions above the person in question and her husband, who was not affected by this ban, are both in the process of canceling their subs as there has been no resolution or even attempt to contact them made, since the initial reply, by ZOS. They both had already paid the 6 month sub.

This concerns me greatly as I was planning on picking up a second account for family (wife and kids)to use, as well as my friends who don't have the game when they were over to visit. It appears from what I can put together that they got caught up in an auto ban that hits multiple accounts coming from the same IP without any type of verification or attempt to contact before doing so.

I'm telling this story because I love this game and I would like ZOS to find a better solution than banning customers who have already paid money without even the courtesy of an email warning first, so folks can explain themselves. I guarantee that most folks they want to ban would not take the time to answer a specific question.

If this game goes free to play , I will most likely stop playing it and most definitely quit sending money to them, however if they continue to ban their paying customers this will eventually be their only option.

In short, there has to be a better way.

Edited: they did receive one reply saying they were working on it and would let them know the outcome.

You know this is like the 20th time a friend got banned but the husband and wife played the game but are going to cancel.

1. Why would a guild mate, not actually a friend, get involved?
2. Why is it not the husband or the wife of the banned player not the one posting to the forums?
3. Since this is about a guild mate, how do you know they didn't get caught cheating, since you have only their word for it and Zenimax has the records.
4. Since this is a subscription based game, why wouldn't paying customers not be banned for cheating. The only way you can have paying and non-paying customers is if this was a f2p w/subscription option. And just because you are paying does not entitle you to cheat and keep your account when caught.

Sounds more like you trying to get one of your banned accounts restored through public opinion according to your word.

@ebuntsb14_ESO I'm sorry that you feel everyone is out to get you and that everyone is a bad person. The difference here is that ZOS knows me very well and has for quite some time. I present my opinion in a respectful manner and in turn they have respected me for it.

@ZOS_AlanG‌ I passed your message along, thanks and

Have Fun!!

Some_Jerk · May 2014

The amount of players that are banned / suspended for no reason in this game is completely out of control, and is by far the most shameful display of service I have ever heard of in any online game. This should be the #1 priority problem to be fixed.

Dirtybyrd · May 2014

I really do like the game! But I must say I am disappointed in how it is ran. making your players wait for days even weeks to know what is going on with their accounts is awful. 8 Days and counting! banned for no reason! Looking for answers.

j.frank.nicholsb14_ESO · May 2014

As someone that has been through the banning and appeal process, I can say that I wish ZOS would have notified us when and why we were banned, BUT once we filed the appeal, the process was fast and professional and the account was restored.

jacekploch_ESO · May 2014

"the process to appeal a ban" is BS. Waiting since Saturday. It shouldn't take more than 24 hours to give me a reason at least. Thank you for a good game that I can not play. Good luck. NOT

Bryong9ub17_ESO · May 2014

I am also effected by this mysterious ban wave. The last I was able to play was on Monday 26th. Tried to play Tuesday night and every time I tried to log in it would say incorrect information. Checked my UserID and password. Even changed my password, but it didn't help.

It was only when I tried to log into the account site that I saw I was "suspended". I sent in a ticket and called customer support and after waiting 40 minutes on hold I was told they would esculate my priority and look into it. I got a response from my ticket that said I was "permanently banned" but he couldn't see why. Sent in an appeal and shortly got a replay asking for my account information, UserID, security question, e-mail, etc... I never heard anything after that.

Its just frustrating knowing you have done nothing wrong and you have to go through this. I strongly feel we should get compensation for this hassle. I payed for the game I payed for the game time and I am unable to play. Its unacceptable..

Please for the love of the eight get this problem resolved.

Nooblet · May 2014

The amount of hate against the customer service representatives is appalling. I have had 2 experiences with customer service, both were solved in a timely manner and they were very friendly and a positive experience.

Perhaps show a little respect and decency, and you may get the same in return.

Also, people saying that if they come to forums saying they are innocent they probably are.. well if past games are an example, it isn't even remotely true. As other games Devs didn't have policy against discussing punishments, and they called out TONS of people on forums. This in no way is saying the OP's friend is guilty, but people that are guilty do come on forums and claim innocence.

jacekploch_ESO · May 2014

I'm guessing they will unban me in a week or two after checking my game log but it is to long and it is BS to wait that long to undo their mistake. Anyways I just bought Wildstar that starts on Saturday so SO LONG [snip].

[Moderator Note: Edited per our rules on Cursing & Profanity]

Frainbog · May 2014

Nooblet wrote: »

Perhaps show a little respect and decency, and you may get the same in return.

Also, people saying that if they come to forums saying they are innocent they probably are.. well if past games are an example, it isn't even remotely true.

In case you missed it, on the 19th April, Zenimax had to issue a public apology due to the number of innocent accounts that were banned during the first major bot cull.

Last Friday they did another cull. Many innocents were caught up in that too. Some, like myself have since had our accounts reinstated with e-mails stating that on further investigation we had done nothing wrong and that the ban was a mistake. Some are still waiting for their cases to be dealt with.

It stands to reason that any automated system will throw up false positives. It also stands to reason that there will be more of these at the beginning of the games life span, whilst the systems are refined. So perhaps making insinuations about people's guilt is not the best idea at this stage of the game, unless you actually have facts about the person to back it up.

Nooblet · May 2014

jacekploch_ESO wrote: »

I'm guessing they will unban me in a week or two after checking my game log but it is to long and it is BS to wait that long to undo their mistake. Anyways I just bought Wildstar that starts on Saturday so SO LONG [snip].

Have fun, I couldn't play it more than 20 seconds. Too kidsy for me.

Moderator Edit: Edited quote from moderated post.

gladen5rwb17_ESO · May 2014

Causing paying customers to be fearful of logging into their game is not a good way to promote it. No other game I have ever played treated their customers like this. Ever. Banning people without first looking into their account, insane.

Chry · May 2014

I run one of the larger DC guilds. We currently have the 4th fastest clear time in the trials. We had no interest in playing other games.

4 of our members were banned, for no reason. It took 30-100 hours for them all to be unbanned. In that time it outraged our guild so much that leaders and officers decided to move to Wildstar. I don't want to play Wildstar, I really don't, but I feel like I haven't been left with a choice because it's where my guild wants to go because their frustrations are so high with ZOS and ESO.

About 40 people in the last two days from my guild pre-purchased Wildstar and cancelled their ESO sub.

I know it's not a lot of people, but I would guess that it's a small slice of what's going on in a broad sense.

jacekploch_ESO · May 2014

Nooblet wrote: »

jacekploch_ESO wrote: »

I'm guessing they will unban me in a week or two after checking my game log but it is to long and it is BS to wait that long to undo their mistake. Anyways I just bought Wildstar that starts on Saturday so SO LONG mfkers.

Have fun, I couldn't play it more than 20 seconds. Too kidsy for me.

I didn't play it yet. I play mmos because I like them and I really, really enjoyed ESO. That's why I am so frustrated for being banned and not knowing why. I am asking for answer. IF I did break any of Terms of Service and Code of Conduct please tell me which one at least. It is that simple. IF I did break any of Terms of Service and Code of Conduct I apologize. Give me 3 or 7 days ban and please let me play the game.

THAT is how you manage a mmo game. and this is why i am angry.

xanikk999 · May 2014

The fact that they will ban you and not even tell you why is a joke in itself.

It's like paying for a product and as far as you know, knowingly following all the posted rules and then they steal what you bought and kick you out. It should be criminal to operate a business this way.

In fact IRC it is criminal in some places to do this without refunding you.

idk · May 2014

Yankee wrote: »

AlienDiplomat wrote: »

As long as they fixed it and remimbursed my account time for the days lost to the ban I could live with it.

It seems they do not reimburse lost days. A guildy got banned in one of the wide sweeps and it took a few days to get it resolved. When she requested the lost days be replaced they offered her 2 free games (like Skyrim) which she has yet to receive. I did not experience it myself, but she told me of her experience while we were talking about mine, being I am one of the many who are not able to log into the game this week. My experience is not a ban issue, but some sort of bug on the server side.

Bryong9ub17_ESO · May 2014

I have my fate back! I really hope that this latest patch fixes the auto ban problem.

malbaboeb17_ESO · May 2014

Get ready to have your account money refund to you, along with any monthly payment you have made and have your account cancelled. Thats what comes after that.

EDIT: 2 days and counting, waiting for an answer from the support line.

Magdalina · May 2014

Wow, and I thought I was unlucky when it took them about 12 hours to unban me o.O Of course, the best part is how they STILL ban people with no notice...really? I was kinda hoping they'd at least start issuing some generic "you're banned for botting/spamming/whatever, best regards" emails after last time. So people'd at least have SOME idea why exactly they cannot use the product they paid for.
To OP, his friends and anyone else unjustfully banned, I feel for you.

To everyone who thinks we're all a bunch of lying cheaters, I sincerely hope your account gets accidentally banned next time. And *I* will get to call you lying cheaters, too.

Kahina · May 2014

Chry wrote: »

I know it's not a lot of people, but I would guess that it's a small slice of what's going on in a broad sense.

The numbers will be no more than those who will leave if they don't do something about the rampant cheating and botting. That alone will make some level of collateral damage deemed acceptable.

Nooblet · May 2014

Frainbog wrote: »

Nooblet wrote: »

Perhaps show a little respect and decency, and you may get the same in return.

Also, people saying that if they come to forums saying they are innocent they probably are.. well if past games are an example, it isn't even remotely true.

In case you missed it, on the 19th April, Zenimax had to issue a public apology due to the number of innocent accounts that were banned during the first major bot cull.

Last Friday they did another cull. Many innocents were caught up in that too. Some, like myself have since had our accounts reinstated with e-mails stating that on further investigation we had done nothing wrong and that the ban was a mistake. Some are still waiting for their cases to be dealt with.

It stands to reason that any automated system will throw up false positives. It also stands to reason that there will be more of these at the beginning of the games life span, whilst the systems are refined. So perhaps making insinuations about people's guilt is not the best idea at this stage of the game, unless you actually have facts about the person to back it up.

You quoted only part of what I said. And I was simply agreeing with you, but stating that no assumptions should be formed either way, guilty or not guilty, based on a forum post and no provable facts either way.

ZOS_AlanG · May 2014

If anyone is waiting on a ban appeal and hasn't heard back, or needs a follow-up, feel free to PM us with the ticket number. If you don't have this, you can send us your account email.

Ragnar_Lodbrok · May 2014

ZOS_AlanG wrote: »

Hi @Casdha‌, the process to appeal a ban can be found here. Your friend will have to do this themselves, as we don't discuss account details with anyone except the account holder.

Too bad you guys wont let us win appeals until after the ban is up, happened twice for a total of four days to me. And I still havent received my lost time back after asking dozens of times through tickets. Im thinking this is beyond incompetance and more willful.

maxilaub17_ESO · May 2014

Casdha wrote: »

I Have not had this happen to me but I would be extremely upset if it did.

We have a member in our guild who was banned yesterday, they thought the servers were down or something until they tried to log in to the forums to check. They called customer support and the tech told them that they saw that the account was banned but had no idea why as that information was not available to them.

This person bought the Imperial edition, and has played the game every day it has been available. The fact that they can't even be told why they have been banned and that an honest paying person could be caught up in this with no means of recourse or pleading their case is completely unacceptable in my book.

If a ZOS mod would like to know the user ID for the person in question I would PM it to them upon request.

Just because they were playing from day one and were not a gold farmer doesn't mean they weren't doing anything ban-able, I've seen V10's who play PvP live use bot programs in PvE to harvest mats for Alchemy in Coldharbour.

Ninety percent of convicted criminals swear their innocence after their conviction.... Bottom line what proof does Zenimax have that caused the ban, and what proof does the player have the proof against them is incorrect? The rest is hyperbole.

Evergnar · May 2014

gladen5rwb17_ESO wrote: »

Causing paying customers to be fearful of logging into their game is not a good way to promote it. No other game I have ever played treated their customers like this. Ever. Banning people without first looking into their account, insane.

^This. If they are going to stick to the auto ban then they better find a way to handle the false positives within 48hrs.

Casdha · May 2014

@ZOS_AlanG‌ Their ban has been lifted, thanks for the info and means to have contact other than the PM system here.

Have Fun!!

P.S. For others that go through this, It is a new game and yes there could be other, better, ways of getting things done, but for now hang in there and don't give up, the honest folks will be vindicated.