Account mess up

[sorie67]

<p>I am a gold membership but today when I logged on, all my characters are locked cause it says that I am silver membership and I don't have the right package to play my characters.   I looked at my account and it says recurring and active???</p><p>Its sunday and I would like to play but can't and this sucks and is not my fault.  If I can't play cause of SOE fault I might as well really cancel it then.   I know its Easter but they should have at least one person working if cases like this pops up.</p><p>Why should I resubscribe when I already subscribe and get billed twice in one month?  No I am not you should fix it today!</p>

[Rhashka]

<p>My account seems to have been mysteriously downgraded from "gold" as well.  I don't know what's going on, but I am not impressed.  I have checked that my account is still active and I have reviewed my billing statements to confirm that my subscription has been paid.  Everything is in order, but I can't log some of my characters and of the ones I can log into< they are naked because they can't equip their gear.</p><p>Waiting in line in support chat right now. I would like some answers.</p>

[Rhashka]

<p>After a nice long wait to talk to a helpdesk person in chat (30mins+), it turns out that the card that they had on file for me was set to expire the end of this month.  So, rather than send out a helpful email asking me to update my info, my account was pro-actively cancelled because they wouldn't be sure if I would renew my card befre "May". </p><p>Thanks guys!</p><p>Even the daily newspaper will send an "email" AND a letter to let a subscriber know they need to update billing info.  That's right; I said "daily newspaper"; quite possibly the oldest subscription service around is capable of sending a friendly reminder to its customers.  It's like your great grandfather finishing the race before you do or kicking your butt in the octagon.</p><p>I enjoy the game, but I have to say that the customer service I've received over the past 24 hours has been the worst I've seen from SOE in the more than 10 years that I've been paying for EQ.  Small wonder that they are scratching to win players back from 'that other mmo'.</p><p>To the other people having troubles with your account statuses, best double-check your accounts if you make recurring payments.  If your card expires sometime this year, they might cancel your account "just in case your card won't be valid next month".</p><p>Cheers!</p>

[Wingrider01]

<p><cite>Rhashka@Everfrost wrote:</cite></p><blockquote><p>After a nice long wait to talk to a helpdesk person in chat (30mins+), it turns out that the card that they had on file for me was set to expire the end of this month.  So, rather than send out a helpful email asking me to update my info, my account was pro-actively cancelled because they wouldn't be sure if I would renew my card befre "May". </p><p>Thanks guys!</p><p>Even the daily newspaper will send an "email" AND a letter to let a subscriber know they need to update billing info.  That's right; I said "daily newspaper"; quite possibly the oldest subscription service around is capable of sending a friendly reminder to its customers.  It's like your great grandfather finishing the race before you do or kicking your butt in the octagon.</p><p>I enjoy the game, but I have to say that the customer service I've received over the past 24 hours has been the worst I've seen from SOE in the more than 10 years that I've been paying for EQ.  Small wonder that they are scratching to win players back from 'that other mmo'.</p><p>To the other people having troubles with your account statuses, best double-check your accounts if you make recurring payments.  If your card expires sometime this year, they might cancel your account "just in case your card won't be valid next month".</p><p>Cheers!</p></blockquote><p>you do get a notification - about two weeks before the card expires the issuing card company will send you a new card with a new experation date. At that point you know that it is time to update the information on the services that have that card on file for reoccuring billing</p>

[Rhashka]

<p><cite>Wingrider01 wrote:</cite></p><blockquote><p>you do get a notification - about two weeks before the card expires the issuing card company will send you a new card with a new experation date. At that point you know that it is time to update the information on the services that have that card on file for reoccuring billing</p></blockquote><p>Thanks, Wingrider. </p><p>I am aware that the issuing card company sends out notification in the form of a new card a few weeks before the old one expires. In fact, I did indeed receive a new card; the very same day my account was crippled.  To add insult to injury, I had successfully completed trasactions with the old card that same day.</p><p>I am annoyed that my account was cancelled "before" the old card's expiry.  The card was still active and could still be billed when my account was hosed.  I said in my post that they had crippled my account because they were not certain I would renew my card in time to make my "May" payment.  Please note, the current month is April.</p><p>I am also angry that there was no notice from SOE that they would be crippling my account for any reason.  I wasn't asking for a 15-page hand written letter in perfect iambic pentameter.  An automated email saying "update your billing info or we'll hose your account in X days" would have been sufficient and is not that hard to do.  Other subscription services seem to be quite capable of it. <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></p>

[Wingrider01]

<p><cite>Rhashka@Everfrost wrote:</cite></p><blockquote><p><cite>Wingrider01 wrote:</cite></p><blockquote><p>you do get a notification - about two weeks before the card expires the issuing card company will send you a new card with a new experation date. At that point you know that it is time to update the information on the services that have that card on file for reoccuring billing</p></blockquote><p>Thanks, Wingrider. </p><p>I am aware that the issuing card company sends out notification in the form of a new card a few weeks before the old one expires. In fact, I did indeed receive a new card; the very same day my account was crippled.  To add insult to injury, I had successfully completed trasactions with the old card that same day.</p><p>I am annoyed that my account was cancelled "before" the old card's expiry.  The card was still active and could still be billed when my account was hosed.  I said in my post that they had crippled my account because they were not certain I would renew my card in time to make my "May" payment.  Please note, the current month is April.</p><p>I am also angry that there was no notice from SOE that they would be crippling my account for any reason.  I wasn't asking for a 15-page hand written letter in perfect iambic pentameter.  An automated email saying "update your billing info or we'll hose your account in X days" would have been sufficient and is not that hard to do.  Other subscription services seem to be quite capable of it. <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></p></blockquote><p>let me get this straight - you card was rejected by the issuer weeks before it truely expired? SOE does not reject the transaction the card issuer does that, all SOE does is send the transaction to the processing center to be verified abd paid</p>

[Rhashka]

<p>I am not sure you quite understand what happened.  If the card issuer had rejected the transaction, I would be annoyed with card issuer. </p><p>I am annoyed that my account was screwed with "before" any such transaction was attempted and "before" the card expired and I was given no warning that it was happening.</p><p>Since I doubt that it's a person who carries out this process, I am likely the unfortunate victim of some weird one-off glitch in an automated system (something about how dates, business hours and celestial bodies were aligned that day in April).  Even so; it would have been nice to have received a message that my account was about to be altered so that I could have addressed the issue before it became a problem.</p>