Wow what a run around [Archive] - EQ2 Forum Archive @ EQ2Wire

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IronRage

07-02-2009, 09:46 PM

I stop playing EQ2 back in 4/08. Someone got my account information and reactivated it in on 1/09. By the time I found out about ( 3/09 ) the account was banned for (selling gold?) ?? I spoke to a CS rep and they reopen my account based on history from my account. At this time I still did not re-activate the account (went to play Darkfall). When I come back 3 days ago I discover my account is banned again. At this point I call CS rep again and they tell me this reason for be banned now is that the CC holder called the CC company and had a chargeback filed (meaning the hacker got his money back). To make a long story short Sony wants me to pay back the 14.99 during the month my account was stolen. Every time I call CS they say the same thing, which is fill out the same form. The next reply I get from filling out the form is provide information and agree with this statement (I, (your full name), authorize Sony Online Entertainment to charge the following (ONLY last four digits of credit card), (credit card logo), (bank issuer), (expiration date) for ($14.99). I further understand that this charge is for repayment of disputed charge(s) on my station account, (*********) made on (1/5/09). (This is the charge date of the fee disputed, as listed in this e-mail). First off I did not sell my account. I have always used EQ2 as a fall back game. Been here since beta and after Darkfall i want to come back and check the new expansion. Second, The address on the CC that was used on 1/09 is 650 Allen St. Linden, CA 30506 MO The only reason I list that is because its on my account and the whats weird is that the name on that CC is my real name. Plus I posted this information because I have no clue where this is and would like to know. I know my $14.99 in the whole scheme of things isn't that important and I understand that. I've gone through several CS rep which tell me the same story that the managers are all gone for the day and all they can do is send me this form. DOES ANYONE WHO IS ASSOCIATED WITH SONY OR EQ2 HAVE ANY INTEGRITY LEFT? Has everyone became a self serving robot that can only do step 1,2,3 and proceed with telling the customer to fill out a form?

IronRage

07-02-2009, 09:50 PM

Ummm.. Not sure why the font turn out that way...cant edit.. sorry for the blindness this will cause

Wingrider01

07-02-2009, 10:19 PM

<cite>IronRage wrote:</cite><blockquote>Ummm.. Not sure why the font turn out that way...cant edit.. sorry for the blindness this will cause</blockquote>Live chat is still open for a little while longer, you might what to jump on that and talk to them. Not sure what hours they are keeping for the 3rd since it is a holiday weekend. If like a lot of businesses customer support might be closed. Upper right corner, Searcht he Knowledge base, then Live Chat. Account issues can rarely be handled on a open forum. It is currently 06:19 Pacific, they are open for about 45 minutes more today. suspect that if you can prove original ownership they will assist you in clearing things up

IronRage

07-02-2009, 10:33 PM

I've done that and I get the same stupid form. The problem is this was cleared up back in Feb. But once the banned was done the person who stole my account did a chargeback to get his/her money back. By doing that SOE doesnt care who did what and when, all they know now is they want the 14.99 before the open the account. Heres proof.Greetings,This notification is to inform you that all game subscriptions on your account (Station Name: IronRage) have been terminated, pending ownership verification and the securing of the account through our Technical Support department. We have reason to believe that this account has been accessed by individuals other than yourself, and that it has been used in EverQuestII in activities which are considered to be in violation of our User Agreement and Software License (UASL).Here is a direct link to EverQuestII's rules and policies, including our UASL:<a href="http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=16205" target="_blank" rel="nofollow">http://help.station.sony.com/cgi-bi...p?p_faqid=16205</a>There are three ways to contact our Technical Support department:1. Live Chat - <a href="http://www.station.com/kb" target="_blank" rel="nofollow">http://www.station.com/kb</a> (Chat Support tab). If you cannot find the answer through the knowledge base, click on the "Chat Support" tab to chat live with a Technical Support Representative. The Live Chat is open Monday to Friday, from 10:00am - 7:00pm PST (7:00am - 7:00pm PST for SWG customers). 2. Email Support - <a href="http://www.station.com/kb" target="_blank" rel="nofollow">http://www.station.com/kb</a> (Email Support tab). If you cannot find the answer through the knowledge base, click on the "Email Support" tab to email a Technical Support Representative. 3. Phone support - Available Monday through Friday from 10:00am - 7:00pm PST, except holidays, at 1-858-537-0898. If you have forgotten your password required to use our email or chat support, and cannot complete the "Forgotten your password" form, please feel free to contact us via our phone support, and we will assist you from there. When speaking with our Technical Support department, please mention this ticket (090211-001709) for reference purposes.Thank you for your time and cooperation.Sincerely,Senior GM MalovariIn-Game CSR - EverQuestIISony Online EntertainmentReference # 090211-001709 Product EverQuest II Category Account / Billing Date Created 02/11/2009 03:57 PM Last Updated 02/11/2009 04:00 PM Date Closed 02/11/2009 03:57 PM Status Solved Now this was solved and a done deal. But once the chargeback was done the account went into a autoban until the fee was paid. I wish I could find Senior GM Malovari, maybe he could help.

TSR-DanielH

07-02-2009, 10:42 PM

Greetings,While I have not seen this specific account, it sounds like the techs you spoke with have given you the correct information. Account security is the responsibility of the account owner. If a chargeback happened on the account then it will need to be paid before we release it from a banned state. Our representatives are not giving you the run around, they're simply giving you the next step in the process. It is up to you whether or not you think it is worth pursuing. I can understand your position in this case, but we can not reopen an account with an active chargeback.

IronRage

07-02-2009, 11:04 PM

So you really only care about the $14.99. So you have proved to me and everyone on this board that no one who works for Sony / EQ2 has a shred of integrity. How about you prove to me that I owe the $14.99? Does anyone not get this? Sony has admitted that they thought whoever was playing my account wasnt me and banned the account until it could be verified. Once I did that they un banned the acccount up to the point where the chargeback happen. THIS IS FRAUD ON YOUR PART. I wonder if someone in the accounts department is selling accounts that have high level toons and havent played in a good while to oversee plat farmers? Of course I'm venting and of course I will never ever pay you the 14.99. I like EQ2 and really wanted to come back after the let down in Darkfall. I could always count on EQ2. But I wont stoop to paying ransom for my account that i have had since release and have always paid for the time I used. So gl.....what comes around goes around.

Wingrider01

07-03-2009, 08:46 AM

<cite>IronRage wrote:</cite><blockquote>So you really only care about the $14.99. So you have proved to me and everyone on this board that no one who works for Sony / EQ2 has a shred of integrity. How about you prove to me that I owe the $14.99? Does anyone not get this? Sony has admitted that they thought whoever was playing my account wasnt me and banned the account until it could be verified. Once I did that they un banned the acccount up to the point where the chargeback happen. THIS IS FRAUD ON YOUR PART. I wonder if someone in the accounts department is selling accounts that have high level toons and havent played in a good while to oversee plat farmers? Of course I'm venting and of course I will never ever pay you the 14.99. I like EQ2 and really wanted to come back after the let down in Darkfall. I could always count on EQ2. But I wont stoop to paying ransom for my account that i have had since release and have always paid for the time I used. So gl.....what comes around goes around.</blockquote>direct opposte here - it is comforting to know that SOE has policy and proceedures in place for this type of situation. Sorry but look up the definition of fraud - this is not occurring on SOE's part. Someone innitiated a chargeback on the account, SOE, like every other business in the world wants the money that was contractually agreed to in the Terms of Service for the subscription - that in itself is integrity of the corporation.Last time I had to use Live chat, it got me to a interactive web chat session, not a form, are you sure that you did not click on email support?

IronRage

07-03-2009, 11:52 AM

Wingrider01,Are you an Admin that is capable of looking into my account and helping me resolve this problem? If not, stop spewing inaccurate information. First I do not see it comforting that SOE can admit that my account was hacked and still come to me for the payment. How the hell is that comforting to you? And you say this is a policy that protects? Protects whom? It protects SOE for sure! I'm sure most would agree my usage of intergrity was to describe the adherence to moral and/or ethical principles. I was not using it to describe the soundness of SOE corp. I never said when I used Live Chat it was a form. I said no matter who I talked to I always got a form. Which meant all the outcomes I have tried ended with the same form. You act like there is a super elite customer support team on Web Live Chat that is different from the the super elite customer support team on a Phone Live Chat? I dont mean to be rude to you Wingrider01 and I know your trying to do something (not sure what it is yet). But unless you can really help and are willing to provide customer support that is balanced I will gladly take your advise. But every single word you post in your reply is a complete "I wanna be a sidekick of SOE" responce. Right now I dont need that.

Wingrider01

07-03-2009, 12:10 PM

<cite>IronRage wrote:</cite><blockquote>Wingrider01,Are you an Admin that is capable of looking into my account and helping me resolve this problem? If not, stop spewing inaccurate information. First I do not see it comforting that SOE can admit that my account was hacked and still come to me for the payment. How the hell is that comforting to you? And you say this is a policy that protects? Protects whom? It protects SOE for sure! I'm sure most would agree my usage of intergrity was to describe the adherence to moral and/or ethical principles. I was not using it to describe the soundness of SOE corp. I never said when I used Live Chat it was a form. I said no matter who I talked to I always got a form. Which meant all the outcomes I have tried ended with the same form. You act like there is a super elite customer support team on Web Live Chat that is different from the the super elite customer support team on a Phone Live Chat? I dont mean to be rude to you Wingrider01 and I know your trying to do something (not sure what it is yet). But unless you can really help and are willing to provide customer support that is balanced I will gladly take your advise. But every single word you post in your reply is a complete "I wanna be a sidekick of SOE" responce. Right now I dont need that.</blockquote>sorry you are unhappy, the correct proceedure is to handle it though customer support - call or live chat. The helpis to contact SOE - live chat or phone call. You are railing on a company and calling them names becasue they are following their proper policy and proceedures, which IS a adherence fo "moral and/or ethical proceedures" then you go on to accuse their customer support of deliberately doing things so they can sell the accounts and accuse them of fraud. seems I am not the one you are being rude and posting false accusations about.But you are right - wait till monday to try and get this resolved, which SOE will do - as soon as you provide proof of ownership on the account, which is documented in their TOS and knowledgebase. Not trying to be a "sidekick of SOE", just a informed business owner that deals people and their claims