Frens
12-27-2011, 03:52 PM
<p>I just got off a very disappointing phone call to support with (redacted). This representative informed me that customer service is no longer able to accept SC card codes to do character transfers. I asked when the policy changed, and was told that it was "last week". I had spoken to another representative shortly before the EQ2X and EQ2 services merged. They could see I was a platinum member who was still a member through the days of the service merge. My momentum was cleared because I canceled the deprecated membership plan. As soon as the system would allow (after the service merge, but before the platinum membership expired) I had resubscribed to a 1-year recurring gold membership. The chat and call sessions were found by (redacted) and they claimed to talk to (redacted, the rep I talked to on 12/6) who allegedly denied telling me I could call back with the cards. Now, I realize it's been about three weeks, but I have the cards and was looking forward to getting my characters moved a couple weeks earlier than the automated system would open up.</p><p>My major issues with this call are the following:</p><p>1. I was refused a supervisor despite multiple requests for escalation including my saying "I don't care if a supervisor can't do anything, I still want to talk to them."</p><p>2. The inexactness of the policy change date. Not to mention no public posting of such a policy change.</p><p>3. Manual transfers would be the only way for a long-term silver member or non-recurring gold member to get a character transfer. The time requirement is in place, as with the time requirement on gifting, to reduce or prevent fraud, but a live customer service representative should be able to see if the transfer looks fraudulent, and with a pre-paid card SOE doesn't take the hit directly if a stolen or fraudulent CC was used to purchase the prepaid card.</p><p>Any response is appreciated.</p>