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Banned - how long does an investigation take?
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Magdalina✭✭✭✭✭
✭✭✭Bryong9ub17_ESO wrote: »Don't expect any kind of compensation or apology . You might, but i know i got none when i was falsely banned. In fact i'm surprised they haven't locked this thread here on the forums yet. I did the same thing when i was banned, i came here on the forums and made a thread about it asking for help. Within the day they had locked my thread saying it was against the policy to discuss disciplinary actions or some crap like that. And to top that off they had banned my forum account after that!!
Can you imagine how frustrated and angry i was that not only was i falsely banned from the game and then banned from the forums FOR NOTHING! Needless to say i was furious.
A simple apology would have made me feel at least a little better, but NO they are way too good for that, to admit fault.
Yet here i am still playing the game and giving it one last chance, but i am hanging on by a thread now. Any simple little thing and i'm gone. No more of my money will be given to this company and i will move on to one of their competitors.
Very sorry that happened to you=/ They did give a public apology to all of us at one point, so there's that. After that I was kinda hoping they might just be getting their heads out of...inappropiate places to have their heads in, but apparently not, sad.
I don't see why they can't at least issue us emails saying we're banned because <this> and <that>. I understand mistakes happen, but surely by now THEY have to understand that, too, why not at least give us a little warning? Surely a generic "you were band for goldspamming, have a good day" email wouldn't kill them but would at least give us some idea that we were banned by mistake, not chosen to be sacrificed to their mighty God of Bugs or something.0 -
Niliu✭✭✭Rather than doing an investigation concurrently with trying to establish my identity, they started it afterward.
Sigh.
They don't know why I've been banned and my account cancelled and neither do I as I've done nothing which violates the TOS (though I do switch countries more often than some people clean their home and am wondering if that might be it) so I'm feeling mental anguish over this. Like a kicked puppy that just wants to gather herbs.
Any feedback to this would be appreciated as it's been several hours.
Incident: 140604-001848
Thank you.
Takes as long as it takes I'm afraid.Gimme back my sweetroll or so help me1 -
Crimelab✭AlienDiplomat wrote: »AlienDiplomat wrote: »The reason I mentioned that I switch countries really, really often is in some games they become concerned when a user logs in from different IP addresses over time. Most of the population is fairly static. I am an exception.
That is also a false premise. 90% of the internet accounts in America use dynamic IP addresses which change every month or so. If they banned people from using different IP addresses most of the population would be banned, as would anyone that ever took a vacation.
There is something more going on here.
But those dynamic IP's are still from the same network blocks and the same country. I was auto-banned by WoW several times when I was working in Europe playing on NA servers. It saw my country hopping as inherently nefarious, which the poster was figuring might be his issue here. It's completely possible and likely, imo.
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Logan9a✭✭✭I'm temporarily living in Bulgaria and was out talking to one of my friends about this.
Logan: "I got banned from ESO."
Tedo: "That game you're always playing and talking about?"
Logan: "Yes."
Tedo: "Were you doing something they didn't like?"
Logan: "No."
Tedo: "So why did they ban you?"
Logan: "Because I'm black."
Tedo: (pause) "You are not black."
Logan: "Oh, just throw that in my face too!"
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Auric_ESO✭✭✭✭Least you still have your sence of humor. Such as it is. Gotta have something to do while waiting.
Now....let's discuss the fact that you are accusing eso of racism and undermining eso's reputation with your friends. I warn you, that is slander sir.
And next we have up on the chopping block....your desire to be a race you are not. Please YouTube Jim Carey's video "imposter" and let's think about carefully. Alternatively the vanilla ice parody could provide some insight as well
Lastly to address your burning question is I'm not sure. I wouldn't want to end up waiting extra days when I didn't have to and I also would want to be a pain in the ass. I think i'd probably call them once a day and check up on the ticket number and ask if it's being addressed."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba2 -
Hilgara✭✭✭✭✭There appears to be some auto account restriction code that was designed to catch bots and gold spammers that has gone drastically wrong and is now auto banning innocent people. Have you ever got a random warning about abusing the chat function when you weren't even using it? Some actions that you might spam e.g. weapon abilities are being interpreted by this code as something entirely different. If the bug happens too often you get an automatic ban and no one knows why.1
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Logan9a✭✭✭The video was worth the watch.
No, I wouldn't worry about me talking to one guy about it in Bulgaria. It's the other 692 people on my FB that have to listen to me whining that they should worry about. They may start getting messages saying "For the love of god, I'm sick of seeing him post about this, please let him play and keep him off the streets."
Thanks Auric.0 -
Logan9a✭✭✭There appears to be some auto account restriction code that was designed to catch bots and gold spammers that has gone drastically wrong and is now auto banning innocent people. Have you ever got a random warning about abusing the chat function when you weren't even using it? Some actions that you might spam e.g. weapon abilities are being interpreted by this code as something entirely different. If the bug happens too often you get an automatic ban and no one knows why.
No. Sometimes it tells me I can't log out while I'm doing something else. I then talk to my computer (which does not seem to understand me) and say "Whose trying to log out? We are under attack!" I figure it is just crappy programming that will get fixed in the future.
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Logan9a✭✭✭Fairydragon3 wrote: »It's a mystery. LET'S SPLIT UP GANG!
When entering a haunted house, immediately splitting up is a tried and true method for success.
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Joopman✭Same thing happened to me. I was banned and account cancelled. It took 3 days with no explanation, except that the problem was resolved with no negative issues on my part related to my account. I had to set up my payment plan again for my account. It was cumbersome, I felt falsely accused, and I had already spent money for another game to play. I did get the 5 free days as compensation.
Try to stay in touch with them, and they will eventually resolve the issue.
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Logan9a✭✭✭Same thing happened to me. I was banned and account cancelled. It took 3 days with no explanation, except that the problem was resolved with no negative issues on my part related to my account. I had to set up my payment plan again for my account. It was cumbersome, I felt falsely accused, and I had already spent money for another game to play. I did get the 5 free days as compensation.
Try to stay in touch with them, and they will eventually resolve the issue.
I appreciate this post.
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Logan9a✭✭✭I'm thinking of making a video along the line of Kermit the Frog's "Hurt" video to document my mental anguish I am undergoing during this time.0
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Logan9a✭✭✭BTW: I would like to take a moment and thank everyone who has posted on this thread. You have all been very supportive during my time of unexpected and unwarranted exile. It is people like you who make ESO a fun game to play.0
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Ragnar_Lodbrok✭✭✭✭✭
✭Rather than doing an investigation concurrently with trying to establish my identity, they started it afterward.
Sigh.
They don't know why I've been banned and my account cancelled and neither do I as I've done nothing which violates the TOS (though I do switch countries more often than some people clean their home and am wondering if that might be it) so I'm feeling mental anguish over this. Like a kicked puppy that just wants to gather herbs.
Any feedback to this would be appreciated as it's been several hours.
Incident: 140604-001848
Thank you.
As having been accidentally banned twice the wont unban until its over, then apologize and not give you your time back.0 -
Fairydragon3✭✭✭✭Ragnar_Lodbrok wrote: »Rather than doing an investigation concurrently with trying to establish my identity, they started it afterward.
Sigh.
They don't know why I've been banned and my account cancelled and neither do I as I've done nothing which violates the TOS (though I do switch countries more often than some people clean their home and am wondering if that might be it) so I'm feeling mental anguish over this. Like a kicked puppy that just wants to gather herbs.
Any feedback to this would be appreciated as it's been several hours.
Incident: 140604-001848
Thank you.
As having been accidentally banned twice the wont unban until its over, then apologize and not give you your time back.
did you specifically ask for time, they pretty much judge that based on when you first contacted them, So if you were banned for 3 days, but you contacted them today, you might not get a lot of time if any, and you also have to make it clear on how frustrating it is to you. They wont give you free time if you make no hint that you are inconvenienced, after all it is just them giving money away, if you were out for 3 days, I would expect 1-3 days, but only if you make some fuss over it, which is very hard to portray in email. Companies are only going to do this on a case by case basis. if you were out of an afternoon, you are lucky and be happy with just the fact you got back in so quick. Don't be greedy, they have bigger bills to pay than you0 -
Logan9a✭✭✭Fairydragon3 wrote: »Ragnar_Lodbrok wrote: »Rather than doing an investigation concurrently with trying to establish my identity, they started it afterward.
Sigh.
They don't know why I've been banned and my account cancelled and neither do I as I've done nothing which violates the TOS (though I do switch countries more often than some people clean their home and am wondering if that might be it) so I'm feeling mental anguish over this. Like a kicked puppy that just wants to gather herbs.
Any feedback to this would be appreciated as it's been several hours.
Incident: 140604-001848
Thank you.
As having been accidentally banned twice the wont unban until its over, then apologize and not give you your time back.
did you specifically ask for time, they pretty much judge that based on when you first contacted them, So if you were banned for 3 days, but you contacted them today, you might not get a lot of time if any, and you also have to make it clear on how frustrating it is to you. They wont give you free time if you make no hint that you are inconvenienced, after all it is just them giving money away, if you were out for 3 days, I would expect 1-3 days, but only if you make some fuss over it, which is very hard to portray in email. Companies are only going to do this on a case by case basis. if you were out of an afternoon, you are lucky and be happy with just the fact you got back in so quick. Don't be greedy, they have bigger bills to pay than you
Well, I did mention the Kermit "Hurt" video as an example of my current mental anguish over not being able to play. Though I'm trying to keep my spirits up. And not do anything...immoral. Like Kermit did. Poor frog.
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Ragnar_Lodbrok✭✭✭✭✭
✭Fairydragon3 wrote: »Ragnar_Lodbrok wrote: »Rather than doing an investigation concurrently with trying to establish my identity, they started it afterward.
Sigh.
They don't know why I've been banned and my account cancelled and neither do I as I've done nothing which violates the TOS (though I do switch countries more often than some people clean their home and am wondering if that might be it) so I'm feeling mental anguish over this. Like a kicked puppy that just wants to gather herbs.
Any feedback to this would be appreciated as it's been several hours.
Incident: 140604-001848
Thank you.
As having been accidentally banned twice the wont unban until its over, then apologize and not give you your time back.
did you specifically ask for time, they pretty much judge that based on when you first contacted them, So if you were banned for 3 days, but you contacted them today, you might not get a lot of time if any, and you also have to make it clear on how frustrating it is to you. They wont give you free time if you make no hint that you are inconvenienced, after all it is just them giving money away, if you were out for 3 days, I would expect 1-3 days, but only if you make some fuss over it, which is very hard to portray in email. Companies are only going to do this on a case by case basis. if you were out of an afternoon, you are lucky and be happy with just the fact you got back in so quick. Don't be greedy, they have bigger bills to pay than you
Yes on a dozen tickets that they never do anything but close0 -
Logan9a✭✭✭No answer to a couple more e-mails I sent out. It would be nice to know what weird trigger I hit so that I can say "What the heck are they talking about?"0
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Auric_ESO✭✭✭✭First tier don't have access to that information. Probably as a safety measure to keep people from saying something that would get them in trouble. Bans are tricky. I'd reccomend calling them and not letting the first tier peoe put you off. It's okay to ask for a supervisor. They are going to need a lot of info from you like secret answer and other stuff for them to investigate it. If you do it by email that's a lot of going back and forth and delays in between.
From past experience make sure they also check to make sure that the auto cancellation and refund isn't processed accidently. Not trying to scare you but it's happened to others and delays things even more if they forget."The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba0 -
Logan9a✭✭✭First tier don't have access to that information. Probably as a safety measure to keep people from saying something that would get them in trouble. Bans are tricky. I'd reccomend calling them and not letting the first tier peoe put you off. It's okay to ask for a supervisor. They are going to need a lot of info from you like secret answer and other stuff for them to investigate it. If you do it by email that's a lot of going back and forth and delays in between.
From past experience make sure they also check to make sure that the auto cancellation and refund isn't processed accidently. Not trying to scare you but it's happened to others and delays things even more if they forget.
On their support page, I did not see a number I could call them at - just the 'leave your number and we will call you'. Since I don't own a phone (and am in a foreign country) this is tricky. Is there a number I can phone them at?
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Auric_ESO✭✭✭✭Yeah it's often missed on that page. Maybe on purpose.
"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba1 -
Fairydragon3✭✭✭✭First tier don't have access to that information. Probably as a safety measure to keep people from saying something that would get them in trouble. Bans are tricky. I'd reccomend calling them and not letting the first tier peoe put you off. It's okay to ask for a supervisor. They are going to need a lot of info from you like secret answer and other stuff for them to investigate it. If you do it by email that's a lot of going back and forth and delays in between.
From past experience make sure they also check to make sure that the auto cancellation and refund isn't processed accidently. Not trying to scare you but it's happened to others and delays things even more if they forget.
On their support page, I did not see a number I could call them at - just the 'leave your number and we will call you'. Since I don't own a phone (and am in a foreign country) this is tricky. Is there a number I can phone them at?
Actually form my experience with CS, the supervisors would actually have the same tools as the Ter1, If ZOS has multiple facilities, there is a chance one of these is only filled with T1, and the sups there are just good at calming you down, they may take more notes, but in reality all they are doing is the same thing as t1, which is sending it to T21 -
Auric_ESO✭✭✭✭I'd expect they at least can do something better. Either priority messege the appropriate team or ping someone or something. Granted I've not had to go through much CSR myself since the game has been performing for me excellently. But you'd think they could do SOMETHING"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba1
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Fairydragon3✭✭✭✭I'd expect they at least can do something better. Either priority messege the appropriate team or ping someone or something. Granted I've not had to go through much CSR myself since the game has been performing for me excellently. But you'd think they could do SOMETHING
yeah i'm just speaking from my work experiance, have no idea what ZOS is doing0 -
hiyde✭✭✭✭✭
✭It's all about WHO gets your ticket. Took 8 days for accidental auto ban to get resolved - and it only happened after I used the 'contact us' form on the Zenimax corporate website, which was turned into a ticket that made it's way to a higher level CS rep. And even THEN it took 3 days once in the hands of someone competent.
Good luck to you. And ignore the trolls who love to crap all over threads like this with 'there must be more to the story' accusations.
@Hiyde GM/Founder - Bleakrock Barter Co (Trade Guild - PC/NA) | Blackbriar Barter Co (Trade Guild-PC/NA)0 -
Auric_ESO✭✭✭✭If you read this thread it's been extremely civil and kinda fun. I think it's due to the op being reasonable and even engaging. No accusations or conspiracies or anything. Really wierd for this forum. He even worked in a muppets reference which is really hard to do in a conversation. So he's sneaky and subtle too. Almost like a real person. Very wierdEdited by Auric_ESO on June 5, 2014 10:22PM"The purpose of training is to tighten up the slack, toughen the body, and polish the spirit." Morihei Ueshiba1