Account closed, no reason given

Neuter · 09-29-2009, 01:27 AM

When I attempted to log into EQ2 Yesterday afternoon I was greeted with a message that my account was closed, a mere 24-36 hours after renewing my subscription.

I have done absolutely nothing wrong as far as I know, and have not as far as I can tell had my account hacked via information on or entered into my computer (and I have never uttered any of my details to or near anyone else). The closest I may have gotten to a wrongdoing on my part is playing while the billing system insisted for a couple of days after my account was due to expire that it was still "pending" (which was preventing me from renewing my subscription as I was getting an error at every attempt and I made many).

I sent an email to account support ( took some effort getting the email address since the "help" system is designed to drive all email and chat correspondence through the station website which is unsurprisingly impossible to use for such purposes when you cannot log into it) and they informed me that they cannot discuss banned/suspended accounts via any means other than phone.

I find this rather infuriating in that international calls aren't exactly cheap, the call would have to be made at less than convenient hours for me and that if as is likely it is an SOE issue I'd rather not be effectively grabbing the whip off Sony Accounts and giving myself a few lashes for good measure, the call cost being additional punishment for something that I did not do. I had to create a fresh user account in order to post this message.

Wingrider01 · 09-29-2009, 07:52 AM

Neutered wrote:

When I attempted to log into EQ2 Yesterday afternoon I was greeted with a message that my account was closed, a mere 24-36 hours after renewing my subscription.
I have done absolutely nothing wrong as far as I know, and have not as far as I can tell had my account hacked via information on or entered into my computer (and I have never uttered any of my details to or near anyone else). The closest I may have gotten to a wrongdoing on my part is playing while the billing system insisted for a couple of days after my account was due to expire that it was still "pending" (which was preventing me from renewing my subscription as I was getting an error at every attempt and I made many).
I sent an email to account support ( took some effort getting the email address since the "help" system is designed to drive all email and chat correspondence through the station website which is unsurprisingly impossible to use for such purposes when you cannot log into it) and they informed me that they cannot discuss banned/suspended accounts via any means other than phone.
I find this rather infuriating in that international calls aren't exactly cheap, the call would have to be made at less than convenient hours for me and that if as is likely it is an SOE issue I'd rather not be effectively grabbing the whip off Sony Accounts and giving myself a few lashes for good measure, the call cost being additional punishment for something that I did not do. I had to create a fresh user account in order to post this message.

Are you sure it is banned/suspended and not just a error on the payment method? Did you check to see if you payment was actually processed? Also I believe there are some numbers for outside the US, check the knowledge base

From the knowledge base - you don't mention what country

International Phone Support: Please use the following phone numbers for your area. Remember that these numbers are not toll free and are considered long distance from within each country. Players using the "Outside France" phone number will be subject to International fees. UK: (44) 870-600-0267 15:00 - 22:00 GMT M-F DE: (49) 180-500-7774 16:00 - 23:00 CET (Central European Time) M-F

FR: Inside France: (33) 825-120-549 Outside France: (33) 171-230-495 16:00 - 23:00 CET (Central European Time) M-F

ES: Spain: (34) 912-754-643 16:00 - 23:00 CET (Central European Time) M-F US/Spanish: (85 SMILEY 790-5201 07:00 AM - 03:00 PM PST M-F

TSR-DanielH · 09-29-2009, 02:07 PM

Greetings,

If you sent in an e-mail then I assume that you have already received a response? I tried pulling e-mails a few minutes ago and all of them have been claimed already. If you are still waiting for a response then you might want to provide me with the reference number for your ticket. I can check on it and make sure it is getting handled correctly.

Neuter · 09-29-2009, 08:51 PM

Hi Daniel,

Unfortunately I cannot send you (or anyone) PMs currently,

I did recieve a response to my email to account support (from TSR Lisa N.), the ticket is [Incident: 090928-000068]

As per a suggestion by Wingrider01 I checked the transaction history for the account my subscription payments are taken from and there have been no such transactions recently (and I vaguely remember from past transaction histories that the transaction for my subscription generally goes through rather quickly) so it is possibly a billing related issue. If it is could you put the appropriate measures in motion to resolve this without a phone call or letting me know that I have to make the call if it is something more serious.

(to Wingrider01 in regards to where I am located, I'm in Australia)

TSR-DanielH · 09-29-2009, 09:13 PM

Neutered wrote:

Hi Daniel,
Unfortunately I cannot send you (or anyone) PMs currently,
I did recieve a response to my email to account support (from TSR Lisa N.), the ticket is [Incident: 090928-000068]
As per a suggestion by Wingrider01 I checked the transaction history for the account my subscription payments are taken from and there have been no such transactions recently (and I vaguely remember from past transaction histories that the transaction for my subscription generally goes through rather quickly) so it is possibly a billing related issue. If it is could you put the appropriate measures in motion to resolve this without a phone call or letting me know that I have to make the call if it is something more serious.
(to Wingrider01 in regards to where I am located, I'm in Australia)

I just took control of that ticket. It appears that the account was banned by the fraud prevention team because the country code was not matching the currency code. In these cases we can usually verify account ownership and release the ban. If you check your bank statement you should be able to see that we refunded the most recent subscription charge as part of the fraud prevention process. I'm sorry for the inconvenience this has caused. Please respond with the information I requested so that we can proceed.

Neuter · 09-29-2009, 09:35 PM

email sent.

TSR-DanielH · 09-29-2009, 10:00 PM

Neutered wrote:

email sent.

Thank you for sending in all of the necessary info. I have resolved this issue and you should be able to log in immediately. Let me know if you need any further assistance.

Neuter · 09-29-2009, 10:12 PM

Everything appears to be fine, thank you very much Daniel I appreciate your excellent and prompt assistance.

09-29-2009, 07:52 AM	#2
Wingrider01 Loremaster Join Date: Nov 2004 Posts: 5,999	Neutered wrote: When I attempted to log into EQ2 Yesterday afternoon I was greeted with a message that my account was closed, a mere 24-36 hours after renewing my subscription. I have done absolutely nothing wrong as far as I know, and have not as far as I can tell had my account hacked via information on or entered into my computer (and I have never uttered any of my details to or near anyone else). The closest I may have gotten to a wrongdoing on my part is playing while the billing system insisted for a couple of days after my account was due to expire that it was still "pending" (which was preventing me from renewing my subscription as I was getting an error at every attempt and I made many). I sent an email to account support ( took some effort getting the email address since the "help" system is designed to drive all email and chat correspondence through the station website which is unsurprisingly impossible to use for such purposes when you cannot log into it) and they informed me that they cannot discuss banned/suspended accounts via any means other than phone. I find this rather infuriating in that international calls aren't exactly cheap, the call would have to be made at less than convenient hours for me and that if as is likely it is an SOE issue I'd rather not be effectively grabbing the whip off Sony Accounts and giving myself a few lashes for good measure, the call cost being additional punishment for something that I did not do. I had to create a fresh user account in order to post this message. Are you sure it is banned/suspended and not just a error on the payment method? Did you check to see if you payment was actually processed? Also I believe there are some numbers for outside the US, check the knowledge base From the knowledge base - you don't mention what country International Phone Support: Please use the following phone numbers for your area. Remember that these numbers are not toll free and are considered long distance from within each country. Players using the "Outside France" phone number will be subject to International fees. UK: (44) 870-600-0267 15:00 - 22:00 GMT M-F DE: (49) 180-500-7774 16:00 - 23:00 CET (Central European Time) M-F FR: Inside France: (33) 825-120-549 Outside France: (33) 171-230-495 16:00 - 23:00 CET (Central European Time) M-F ES: Spain: (34) 912-754-643 16:00 - 23:00 CET (Central European Time) M-F US/Spanish: (85 790-5201 07:00 AM - 03:00 PM PST M-F __________________ Fixing computer issues, one SOC7 at a time. Yes Jim, the user has experienced the dreaded PICNIC error

09-29-2009, 02:07 PM	#3
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Greetings, If you sent in an e-mail then I assume that you have already received a response? I tried pulling e-mails a few minutes ago and all of them have been claimed already. If you are still waiting for a response then you might want to provide me with the reference number for your ticket. I can check on it and make sure it is getting handled correctly. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-29-2009, 09:13 PM	#5
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Neutered wrote: Hi Daniel, Unfortunately I cannot send you (or anyone) PMs currently, I did recieve a response to my email to account support (from TSR Lisa N.), the ticket is [Incident: 090928-000068] As per a suggestion by Wingrider01 I checked the transaction history for the account my subscription payments are taken from and there have been no such transactions recently (and I vaguely remember from past transaction histories that the transaction for my subscription generally goes through rather quickly) so it is possibly a billing related issue. If it is could you put the appropriate measures in motion to resolve this without a phone call or letting me know that I have to make the call if it is something more serious. (to Wingrider01 in regards to where I am located, I'm in Australia) I just took control of that ticket. It appears that the account was banned by the fraud prevention team because the country code was not matching the currency code. In these cases we can usually verify account ownership and release the ban. If you check your bank statement you should be able to see that we refunded the most recent subscription charge as part of the fraud prevention process. I'm sorry for the inconvenience this has caused. Please respond with the information I requested so that we can proceed. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-29-2009, 10:00 PM	#7
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Neutered wrote: email sent. Thank you for sending in all of the necessary info. I have resolved this issue and you should be able to log in immediately. Let me know if you need any further assistance. __________________ Daniel H Technical Support Representative Sony Online Entertainment

09-29-2009, 01:27 AM	#1
Neuter General Join Date: Sep 2009 Posts: 4	When I attempted to log into EQ2 Yesterday afternoon I was greeted with a message that my account was closed, a mere 24-36 hours after renewing my subscription. I have done absolutely nothing wrong as far as I know, and have not as far as I can tell had my account hacked via information on or entered into my computer (and I have never uttered any of my details to or near anyone else). The closest I may have gotten to a wrongdoing on my part is playing while the billing system insisted for a couple of days after my account was due to expire that it was still "pending" (which was preventing me from renewing my subscription as I was getting an error at every attempt and I made many). I sent an email to account support ( took some effort getting the email address since the "help" system is designed to drive all email and chat correspondence through the station website which is unsurprisingly impossible to use for such purposes when you cannot log into it) and they informed me that they cannot discuss banned/suspended accounts via any means other than phone. I find this rather infuriating in that international calls aren't exactly cheap, the call would have to be made at less than convenient hours for me and that if as is likely it is an SOE issue I'd rather not be effectively grabbing the whip off Sony Accounts and giving myself a few lashes for good measure, the call cost being additional punishment for something that I did not do. I had to create a fresh user account in order to post this message.

09-29-2009, 08:51 PM	#4
Neuter General Join Date: Sep 2009 Posts: 4	Hi Daniel, Unfortunately I cannot send you (or anyone) PMs currently, I did recieve a response to my email to account support (from TSR Lisa N.), the ticket is [Incident: 090928-000068] As per a suggestion by Wingrider01 I checked the transaction history for the account my subscription payments are taken from and there have been no such transactions recently (and I vaguely remember from past transaction histories that the transaction for my subscription generally goes through rather quickly) so it is possibly a billing related issue. If it is could you put the appropriate measures in motion to resolve this without a phone call or letting me know that I have to make the call if it is something more serious. (to Wingrider01 in regards to where I am located, I'm in Australia)

09-29-2009, 09:35 PM	#6
Neuter General Join Date: Sep 2009 Posts: 4	email sent.

09-29-2009, 10:12 PM	#8
Neuter General Join Date: Sep 2009 Posts: 4	Everything appears to be fine, thank you very much Daniel I appreciate your excellent and prompt assistance.