Gold Member Subscriber One Day, Silver Member With Locked Accounts The Next?

[Redneckzombie]

<p>I am (or was as of Thursday night) a paid subscriber and Gold member with 13 character slots (required extra slots purchased as needed in the past), all of which were available as of the time I logged off thursday night.</p><p>When I got home from my usual 13 hour work shift Friday evening and logged into the game, I could only access 10 of my character slots, with three of them being locked. When checking my account details, it shows me having Silver status, and on top of all that, my Veteren Rewards are no longer available (Account created in November 2004).</p><p>I submitted a ticket afterward (<strong> Reference # 111210-000428 )</strong>, though by the time I had gotten home and found all this out, it was already late so I didn't hold out much hope for a resolution that day/night.</p><p>As of today, the problem still has not been resolved so, what I'd like to know is one, is there any chance of getting this taken care of this weekend and two, if there's no one available to address this type of issue on a weekend, why would SOE run any kind of script or however they did it that would make such broad changes across so many accounts (based on other posts I've seen) on a Friday when they know they won't be available to address potential problems they caused right before the weekend?</p>

[Rargo]

<p>Same thing just happend to me! I was on and enjoying the new expansion last night and this morning Im told I</p><p>need to upgrade to a gold account,  my gear is all disabled... bags locked...characters locked and I cant play my main.</p><p>I have been a paying GOLD $14.99 a month subscriber since 2005 and have purchased every expansion/collectors edition offered.</p><p>I feel like I was slapped in the face.. I am NOT happy. </p><p>No account support until mon so my weekend gaming is lost.. thanks SOE</p>

[TSR-JoshuaM]

<p>Not sure what you guys have heard, but only our phones/chat are off regularly on weekends.  We are always staffed.</p><p>In fact, today there IS chat support from noon to 4 (PDT).</p><p>I'll check out the incident number when I get in to the officer later today.</p>

[Aphraael]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Not sure what you guys have heard, but only our phones/chat are off regularly on weekends.  We are always staffed.</p><p>In fact, today there IS chat support from noon to 4 (PDT).</p><p>I'll check out the incident number when I get in to the officer later today.</p></blockquote><p>maybe because of the lack of response like this? Also have friends that have called about their problem since thursday even and have had no fix. Obvious there is no button to push to fix it... Push the one that gives it all to everyone until fixed rather than the one that took it away from paying customers.</p><p>We have received your request, and a member of our support staff will respond to your question shortly.<table cellspacing="0" cellpadding="2" width="100%"><tbody><tr><td colspan="2" bgcolor="#e0e0e0"><strong> Question Reference #111210-000784</strong></td></tr><tr><td colspan="2"><table cellspacing="0" cellpadding="0" width="100%"><tbody><tr><td width="250" align="right"><strong>Summary: </strong></td><td>Chars Locked</td></tr><tr><td width="250" align="right"><strong>Product Level 1: </strong></td><td>EverQuest II</td></tr><tr><td width="250" align="right"><strong>Category Level 1: </strong></td><td>Account / Billing</td></tr><tr><td width="250" align="right"><strong>Date Created: </strong></td><td>12/10/2011 01:13 AM</td></tr><tr><td width="250" align="right"><strong>Last Updated: </strong></td><td>12/10/2011 01:13 AM</td></tr><tr><td width="250" align="right"><strong>Status: </strong></td><td>Unresolved</td></tr><tr><td width="250" align="right"><strong>Station Name: </strong></td><td> </td></tr><tr><td width="1%"> </td></tr><tr><td colspan="2" bgcolor="#e0e0e0"><strong> Problem Description</strong></td></tr><tr><td colspan="2"> </td></tr></tbody></table></td></tr><tr><td colspan="2"> </td></tr><tr><td colspan="2" bgcolor="#e0e0e0"><strong> Discussion Thread</strong></td></tr><tr><td bgcolor="#a0c4de"><strong> Customer By Web Form </strong></td><td align="right" bgcolor="#a0c4de">12/10/2011 01:13 AM</td></tr><tr><td colspan="2"> </td></tr><tr><td colspan="2"> </td></tr></tbody></table>[---001:000638:61960---]</p>

[TSR-JoshuaM]

<p>Please edit your personal information out of your post like your Station Name.  You don't need to argue with me about the facts I posted, I still cant help you right now, you'll need to wait til I get in or a rep picks up your ticket.</p>

[TSR-JoshuaM]

<p>You just created that ticket this morning and we handle issues in the order they are received.  Yes it may take a bit and I probably won't have time to expedite you.</p>

[Aphraael]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>You just created that ticket this morning and we handle issues in the order they are received.  Yes it may take a bit and I probably won't have time to expedite you.</p></blockquote><p>I am not attacking you personally, but you say you won't have time to get to me publicly. When the guy posting right before me, posted  several hours after my ticket was sent in.. Just pointing this out not asking to be expedited.. We all deserve to be helped in as timely a manner as possible.</p><p>What is insulting to the customer in general is the company's stance when something like this happens..</p><p>We can all see something went terribly wrong and are upset that something with this potential was done at a time when staff was not fully prepared to handle possible ramifications <spelling></p><p>Thank You for looking into this and taking the time to post at least.. When something of this magnitude happens seeing a red post does help the community to at least know the company is aware of it.</p><p>Now to all those this happened to it now becomes a waiting game and I was just pointing out that I have friends that have already been waiting days. I have 10 chars available but will log in no more for the system to strip. So there is no game play for possibly several days unless we choose to chance main chars to being stripped etc..</p><p>So once this is fixed we then have to hope our chars will be restored..</p><p>Sincerely I am not trying to give anyone a hard time nor do I think any of the customer base this has happened to is. We just want answers and eta's until this can be fixed is all. The disappointment and frustration has already happened.</p><p>Now we just hope for a little empathy and compassion.. Gamers are their own new sub class ya know hehehe</p>

[Redneckzombie]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Not sure what you guys have heard, but only our phones/chat are off regularly on weekends.  We are always staffed.</p><p>In fact, today there IS chat support from noon to 4 (PDT).</p><p>I'll check out the incident number when I get in to the officer later today.</p></blockquote><p>Thank you so much for your reponse and help TSR-JoshuaM I'll eagerly wait for an update and resolution to this</p>

[TSR-JoshuaM]

<p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p>

[Xantious]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote><p>Thanks for the info. I submitted a ticket for this same issue as well, but after reading your post, I understand what happened. I must have missed it somewhere that I needed to re-apply my subscription. I will cancel my ticket if I can, but just in case I cannot here is the number, #111210-001702.</p>

[Chunkaliscious]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote><p>While this does make sense, it would have been nice to be warned ahead a time of this coming change.  Quite a shock to log in today and find characters locked and no subscription attached to account, after playing already this week.</p>

[TSR-JoshuaM]

<p>If anything changes or if we can get it to rollover for next billing dates that havent hit yet, I'll post an update.</p>

[Felishanna]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>If anything changes or if we can get it to rollover for next billing dates that havent hit yet, I'll post an update.</p></blockquote><p>It sounds like this is the exact same situation I posted about in my thread (a few down from this one) earlier today.</p><p>Joshua, will the same thing happen for Station Access accounts as well? Will they "expire" and force a resubscription as well? Or is that considered the "same product" (even if the EQII part of it is a Gold Subscription on the new system instead of a regular subscription on the old system)?</p>

[TSR-JoshuaM]

<p>Station Access subscribers will be unaffected.</p>

[Redneckzombie]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote><p>Thanks for the update, though I'm a bit confused by it. We were told specifically that people with existing subscriptions would not lose anything, other than being clasified as being a "Gold Member" after the change, IE we'd just keep paying our monthly (or whatever we had setup) payments and carry on as before, yet I've seen no such notifications in my email about impending changes that require me to resubscribe or anything of the sort?</p><p>As to it being Membership plans and not subscriptions...isn't that just semantics? Either word amounts to the same thing, a payment plan?</p><p>In any case, just to be clear, what "plan" do I have to pay for to get everything back as it was? Do I have to purchase extra character slots again that I've already paid for before or would it be taken care of by the aforementioned plan?</p><p>Thank you</p>

[TSR-JoshuaM]

<p><cite>Redneckzombie wrote:</cite></p><blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote><p>Thanks for the update, though I'm a bit confused by it. We were told specifically that people with existing subscriptions would not lose anything, other than being clasified as being a "Gold Member" after the change, IE we'd just keep paying our monthly (or whatever we had setup) payments and carry on as before, yet I've seen no such notifications in my email about impending changes that require me to resubscribe or anything of the sort?</p><p>As to it being Membership plans and not subscriptions...isn't that just semantics? Either word amounts to the same thing, a payment plan?</p><p>In any case, just to be clear, what "plan" do I have to pay for to get everything back as it was? Do I have to purchase extra character slots again that I've already paid for before or would it be taken care of by the aforementioned plan?</p><p>Thank you</p></blockquote><p>Think of the Membership vs Subscription plan as a different product SKU (because it is) like you would find on the barcode of a retail product on a store shelf.  </p><p>You do not need to re-purchased already paid slots and you will want to pick Gold to recover full access.</p>

[Redneckzombie]

<p>Awesome, basically it was just a matter of reselecting the same payment option I already previously had to all intents and purposes (though granted, as to the specific product details that payment was applied to I'm sure is different since the change) and when I logged back in just now, all slots were available again (and Veteren Rewards were in my claim list again as well)</p><p>Thanks a bunch!</p><p>One quick followup question though in regards to Veteren Rewards....I notice I have rewards listed up to a 5 year reward, though I've had that account for just over 7 years now. Just out of curiosity, ARE there any rewards for 6 or 7 year vets (and if so, where's mine lol) or not, in which case, no worries lol</p>

[TSR-JoshuaM]

<p><cite>Redneckzombie wrote:</cite></p><blockquote><p>Awesome, basically it was just a matter of reselecting the same payment option I already previously had to all intents and purposes (though granted, as to the specific product details that payment was applied to I'm sure is different since the change) and when I logged back in just now, all slots were available again (and Veteren Rewards were in my claim list again as well)</p><p>Thanks a bunch!</p><p>One quick followup question though in regards to Veteren Rewards....I notice I have rewards listed up to a 5 year reward, though I've had that account for just over 7 years now. Just out of curiosity, ARE there any rewards for 6 or 7 year vets (and if so, where's mine lol) or not, in which case, no worries lol</p></blockquote><p>Yes there are but its based on subscription time, not account age.  This is changing soon but has not yet.</p>

[Tianari]

<p>I started a one-year subsription a month or two before all this came about...if I now have to change my plan to keep gold access, am I going to get charged again now, or at the time when my yearly membership should renew? I'm currently sitting with one locked character - I had 10 characters (with purchased slots) prior to AOD, and bought another slot and created another character after launch day...now I have 11 characters, but 10 available slots. I'm currently sitting in live chat queue, but was wondering if the subscription this is now the issue?</p>

[TSR-JoshuaM]

<p><cite>Tianari@Crushbone wrote:</cite></p><blockquote><p>I started a one-year subsription a month or two before all this came about...if I now have to change my plan to keep gold access, am I going to get charged again now, or at the time when my yearly membership should renew? I'm currently sitting with one locked character - I had 10 characters (with purchased slots) prior to AOD, and bought another slot and created another character after launch day...now I have 11 characters, but 10 available slots. I'm currently sitting in live chat queue, but was wondering if the subscription this is now the issue?</p></blockquote><p>You will not be billed until your next billing date which is at the end of your current membership cycle.</p>

[Redneckzombie]

<p>Thank you for all your help and patience. Though I couldn't really do much more than a quick login to check slots and to pop my claim window open before logging back out (I'm at work atm) everything appears to be back to normal so I'm good now.</p><p>Thanks again</p>

[Sedory]

<p>I ran into this issue as well.  You may wish to make a sticky about this or get someone to announce it so folks dont panic.  I know I nearly did till I found this thread.</p>

[MindiMaxi2]

<p>Nevermind....</p>

[domitys]

<blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote></blockquote><p>if you are not billing for memberships, then why at the beginning of the month was i charged like normal for the gold membership? Also on my account info it list recurring options for subscriptions</p>

[TSR-JoshuaM]

<p><cite>domitys wrote:</cite></p><blockquote><blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote></blockquote><p>if you are not billing for memberships, then why at the beginning of the month was i charged like normal for the gold membership? Also on my account info it list recurring options for subscriptions</p></blockquote><p>I did not say we aren't billing for Gold memberships.  It's a very specific situation we have been discussing.  Are you a former EQII Extended player?  Did you select a membership plan when signing up or purchasing DOV/AOD?  Either of these would exclude you from the scenario.</p>

[Grumble69]

<p>I ran into this tonight (ticket submitted:  111214-000264).  Was a previously subscribing EQ2 member last month.  I had cancelled my account and it was set to run out on 12/11.  I renewed and selected a recurring gold membership.  Got an e-mail that I had been billed for $14.99.  Everything was just fine yesterday on 12/12, but as of today I've got the same problem as others.</p><p>Not complaining too much because I'm sure you'll get it worked out.  ...but there may be bug in this.</p>

[Grumble69]

<p>Well, this turned out to be my fault.  I renewed EQ1 instead of EQ2.  :/</p>

[domitys]

<p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p><cite>domitys wrote:</cite></p><blockquote><blockquote><p><cite>TSR-JoshuaM wrote:</cite></p><blockquote><p>Okay so here's the deal.</p><p>If you are a former EQII subscriber, those subscription plans no longer exist.  This is a new product, EQII Free-to-Play and it has Membership plans, not subscriptions.  We can't just bill your credit card for it as that requires authorization, you only pre-authorized billing for the previous 'product' - an EQII subscription.</p><p>What this means is we have not billed you for a membership.  We don't have the authorization to do so.  You may notice that what would be your next billing date has just passed and we haven't charged you.  If you were charged, take a look at the amount we billed and it's probably just the cost of the AOD Pre-order, $39.99 or $59.99.</p><p>While I do apologize for the inconvenience it is not possible for SOE to authorize the purchase and recurring payment type for you as this is a completely separate product.</p></blockquote></blockquote><p>if you are not billing for memberships, then why at the beginning of the month was i charged like normal for the gold membership? Also on my account info it list recurring options for subscriptions</p></blockquote><p>I did not say we aren't billing for Gold memberships.  It's a very specific situation we have been discussing.  Are you a former EQII Extended player?  Did you select a membership plan when signing up or purchasing DOV/AOD?  Either of these would exclude you from the scenario.</p></blockquote><p>Sorry, didn't read it fully. I'm a regularly paying gold member for several years. I have a ticket open (#111213-00011<img src="/smilies/b2eb59423fbf5fa39342041237025880.gif" border="0" alt="SMILEY" />, so I will wait til it can be pick up. Thanks for the help.</p>

[TSR-JoshuaM]

<p>Were you able to get to your characters?  Our representative logged in and saw no locks on your characters at the time of her response to you.  Let me know!</p>

[Nethaius]

<p>I have station pass, and my account wont even let me log in to eq2, it says i have no everquest 2 subscription and i already payed my station pass for this month. I already placed a ticket for it but i haven't had a reply yet. Any idea what's going on?</p>