Account CLOSED!!! - Page 6

BlackCalvus · 02-09-2009, 04:10 PM

My account is back up. I got 3 days in lieu. Account was gone for 2.5, so I guess I'll have to live with that.

Seelenleid · 02-09-2009, 04:20 PM

My Master Card was charged at the 1/24/09, if i try to log-in,

the system saith that my account is closed. I pay with credit card but my

payment source is global collect.

order number: 1024116472

Date: 24/01/09

Order Detail:
EverQuest II Subscription EverQuest II Subscription	EUR13.49
Discount:	EUR0.00
Tax:	EUR0.00
Shipping:	EUR0.00
Order Total:	EUR13.49

Wingrider01 · 02-09-2009, 04:21 PM

BlackCalvus wrote:

I paid by VISA too.
Monday evening now, and no reply from SOE yet after I emailed them Saturday morning.

time zone differences - no billing support on weekends and it was only 10:57 AM pacific when you posted

Goldare · 02-09-2009, 04:21 PM

Yay my account has been reactivated, Good luck to the rest of you

ybbot · 02-09-2009, 04:21 PM

At last im online again, but i think we should have got 1 month free play instead of 3 days . Tanx all mentors and admins in forum. Kick your boss ....

valimar · 02-09-2009, 04:24 PM

I have the same problem. I have paid too at 1-24-9.

I have sent a ticket and expect that it will be fixed soon

Krakato · 02-09-2009, 04:44 PM

3 days is an absolute joke - that is what I got just too. It isnt the time its the complete and utter so what ness of it all that comes across.

ben · 02-09-2009, 05:02 PM

I just contacted the us-chat support (it's not easy to find this from the german site SMILEY

For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience.

10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant.

Now, 30 minutes later neither me or my wife can log into the game.

It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow.

valimar · 02-09-2009, 05:03 PM

Sorry I am saying this, most of you will probably not agree, but does it never happen to you that you buy something that is not as good as it should be?

In my country we just go to the shop and get a new article or they fix it. Ok sometimes this means that it costs some time, but is that such a big deal?

Dont we all make mistakes sometimes? If everyone demands a repayment we will all get broke. But that is the problem nowadays SMILEY Why are people so greedy SMILEY

Krakato · 02-09-2009, 05:10 PM

valimar wrote:

Sorry I am saying this, most of you will probably not agree, but does it never happen to you that you buy something that is not as good as it should be?
In my country we just go to the shop and get a new article or they fix it. Ok sometimes this means that it costs some time, but is that such a big deal?
Dont we all make mistakes sometimes? If everyone demands a repayment we will all get broke. But that is the problem nowadays Why are people so greedy

that is a flame sir in a situation like this if I ever saw one please troll elsewhere.

FelixDomesticus · 02-09-2009, 05:20 PM

Great... Chat support demands Global Collect reference number which I do not have as I chose VISA as payment method. Still SOE uses Global Collect for me. Who gives them right to tamper with my payment settings anyway?

So my case goes to T2 and god knows how long it takes.

Impega · 02-09-2009, 05:20 PM

Gave up waiting for a reply to my emailed petition of 2 days+ ago and decided to try my luck with Live Assistance.

After an hour in the queue I finally got to speak to someone.

CSR: "Your subscription expired due to a known problem with Global Collect...................we will have it fixed as soon as possible"

Me: "Do you know how long this might take please?"

CSR: "I really dont have an ETA"

I have no issue at all with the CSR who was polite and trying to do his job but Sony as a Corporation appear to have no regard whatsover for its paying customers. Their attitude in this case is one of "we already have your money so we can take just as long as we like to sort this out".

mikmon · 02-09-2009, 05:30 PM

I have same problem account closed even though payment was done 21.1.2009 so should still have much valid playing time

Please SOE do something and repair global collect.

All my chars are on splitpaw server

regards

horribus, nemedia

Seelenleid · 02-09-2009, 05:32 PM

I used the live assistance, ok SOE i am impressed.

45 minutes waiting time, 3 minutes chat with the agent and my account is reactivated

also i got a few extra days.

Nice costumer support!

Impega · 02-09-2009, 05:53 PM

Hmmm, the next issue then is why some accounts are being reactivated immediately after speaking to Live Assistance and others (like me) are told that there is no ETA for a fix?

Most of your PAYING CUSTOMERS accept that technical problems periodically arise but what makes folks angry is your apparent "couldn't care less" indifference and the complete lack of information & communication about precisely what is going on, what is being done to fix it and some indication of how long it might take.

Come on SONY speak to the people that are paying your wages!

jimbrit · 02-09-2009, 05:54 PM

How come some get reactivated instantly and some get told (like me) No eta, have to escalate to Tier 2 support

Seriously SOE sort it out

Eovania · 02-09-2009, 06:11 PM

Seelenleid wrote:

I used the live assistance, ok SOE i am impressed.
45 minutes waiting time, 3 minutes chat with the agent and my account is reactivated
also i got a few extra days.
Nice costumer support!

Seelenleid, freut mich dass dir geholfen werden konnte und du wieder spielen kannst!

Eovania · 02-09-2009, 06:12 PM

Oakleaf wrote:

5.30 pm, raid starts in 1 1/2 hours, nothing happenend ...
[Removed for Content], open my account and find out what is wrong with your payment later!

Es gibt keinen Grund ausfällig zu werden! Kontaktiere wie vorgeschlagen den Kundendienst und gedulde dich bitte.

Eovania · 02-09-2009, 06:17 PM

benga wrote:

I just contacted the us-chat support (it's not easy to find this from the german site
For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience.
10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant.
Now, 30 minutes later neither me or my wife can log into the game.
It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow.

Benga, solange du ein Ticket oder e-mail aufgegeben hast, wird sich darum gekümmert, keine bange SMILEY Info dazu gibt es auch im kontentechnischen Bereich im dt. Forum.

ben · 02-09-2009, 06:47 PM

Eovania wrote:

benga wrote:
I just contacted the us-chat support (it's not easy to find this from the german site
For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience.
10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant.
Now, 30 minutes later neither me or my wife can log into the game.
It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow.
Benga, solange du ein Ticket oder e-mail aufgegeben hast, wird sich darum gekümmert, keine bange Info dazu gibt es auch im kontentechnischen Bereich im dt. Forum.

That's the next problem:

http://forums.station.sony.com/eq2/...topic_id=443022

I have no permission to write in the german forum SMILEY

Aurela · 02-09-2009, 06:48 PM

So happy... an hour nearly waiting for live chat and then the window or whatever won't open - 15 minutes as no 1 in the queue and 21 seconds expected wait. The UK phone no. goes direct to an almost inaudible and never ending queue and the US one seems little better.

Dae · 02-09-2009, 06:49 PM

i finished chatting with a live chat operator about an hour and a half ago and mine still hasnt been sorted yet.

naMessiah · 02-09-2009, 07:25 PM

Got my account re-activated but none of the expansions are there. Yay. Will write a good ol' ticket this time as it took ages to get a chat with a TSR.

TSR-DanielH · 02-09-2009, 07:47 PM

Greetings everyone,

Sorry I didn't post earlier but I've been franticaly trying to answer all of the phone calls related to this issue. I know some people received some differing information this morning since we were trying to figure out how to fix this first thing on a Monday morning. At this point we have located the problem and have a set method for correcting it.

If your account was suddenly closed because of this issue, please contact our phone or chat support. We will add several days of game time to your account immediately so that you can play. According to my information someone is currently writing a script that will correct this for all of the effected accounts. Adding game time allows us to make sure you can play while this gets fixed.

I apologize for any inconvenience this has caused.

(I know phone wait times are long right now, but they should get a lot shorter within the next hour)

jimbrit · 02-09-2009, 07:52 PM

What about us that have already contacted support by phone and been told to wait for an unspecified length of time

TSR-DanielH · 02-09-2009, 08:01 PM

Azlea@Splitpaw wrote:

What about us that have already contacted support by phone and been told to wait for an unspecified length of time

That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately.

ironstone · 02-09-2009, 08:14 PM

Can we have some kind of confirmation that steps will be taken to ensure this issue does not happen again and adequate support is appropriated when serious issues like this happen on a weekend?

Its fair to say that my carefully planned weekend of Everquest was ruined due to this issue. I'd be really annoyed if this happened again.

naMessiah · 02-09-2009, 08:16 PM

TSR-DanielH wrote:

Azlea@Splitpaw wrote:
What about us that have already contacted support by phone and been told to wait for an unspecified length of time
That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately.

While you're around: as said above my account was re-activated by a TSR but none of the expansions on it. I updated the 'chat-ticket' with this error - is this enough or do I have to contact support again through mail/chat to get it fixed?

TSR-DanielH · 02-09-2009, 08:20 PM

ironstone wrote:

Can we have some kind of confirmation that steps will be taken to ensure this issue does not happen again and adequate support is appropriated when serious issues like this happen on a weekend?
Its fair to say that my carefully planned weekend of Everquest was ruined due to this issue. I'd be really annoyed if this happened again.

While I can't say whether or not support will be provided over weekends in the future, we are taking steps to make sure this doesn't happen again.

TSR-DanielH · 02-09-2009, 08:21 PM

Tamara@Runnyeye wrote:

TSR-DanielH wrote:
That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately.
While you're around: as said above my account was re-activated by a TSR but none of the expansions on it. I updated the 'chat-ticket' with this error - is this enough or do I have to contact support again through mail/chat to get it fixed?

Did you purchase the TSO expansion on the same day you made your last subscription payment? That is the only thing I can think of that would cause that to happen. Please PM me with your station name(or call if you prefer) and I'll see if I can find out why it happened and fix it.

02-09-2009, 04:21 PM	#153
Wingrider01 Loremaster Join Date: Nov 2004 Posts: 5,999	BlackCalvus wrote: I paid by VISA too. Monday evening now, and no reply from SOE yet after I emailed them Saturday morning. time zone differences - no billing support on weekends and it was only 10:57 AM pacific when you posted __________________ Fixing computer issues, one SOC7 at a time. Yes Jim, the user has experienced the dreaded PICNIC error

02-09-2009, 04:21 PM	#154
Goldare Loremaster Join Date: Nov 2004 Posts: 5	Yay my account has been reactivated, Good luck to the rest of you __________________

02-09-2009, 05:02 PM	#158
ben General Join Date: Dec 2004 Posts: 64	I just contacted the us-chat support (it's not easy to find this from the german site For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience. 10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant. Now, 30 minutes later neither me or my wife can log into the game. It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow. __________________

02-09-2009, 05:03 PM	#159
valimar Lord Join Date: Dec 2007 Posts: 19	Sorry I am saying this, most of you will probably not agree, but does it never happen to you that you buy something that is not as good as it should be? In my country we just go to the shop and get a new article or they fix it. Ok sometimes this means that it costs some time, but is that such a big deal? Dont we all make mistakes sometimes? If everyone demands a repayment we will all get broke. But that is the problem nowadays Why are people so greedy

02-09-2009, 05:10 PM	#160
Krakato General Join Date: Feb 2008 Posts: 9	valimar wrote: Sorry I am saying this, most of you will probably not agree, but does it never happen to you that you buy something that is not as good as it should be? In my country we just go to the shop and get a new article or they fix it. Ok sometimes this means that it costs some time, but is that such a big deal? Dont we all make mistakes sometimes? If everyone demands a repayment we will all get broke. But that is the problem nowadays Why are people so greedy that is a flame sir in a situation like this if I ever saw one please troll elsewhere.

02-09-2009, 04:10 PM	#151
BlackCalvus Loremaster Join Date: Jan 2005 Posts: 14	My account is back up. I got 3 days in lieu. Account was gone for 2.5, so I guess I'll have to live with that.

02-09-2009, 04:21 PM	#155
ybbot General Join Date: Nov 2004 Posts: 9	At last im online again, but i think we should have got 1 month free play instead of 3 days . Tanx all mentors and admins in forum. Kick your boss ....

02-09-2009, 04:24 PM	#156
valimar Lord Join Date: Dec 2007 Posts: 19	I have the same problem. I have paid too at 1-24-9. I have sent a ticket and expect that it will be fixed soon

02-09-2009, 04:44 PM	#157
Krakato General Join Date: Feb 2008 Posts: 9	3 days is an absolute joke - that is what I got just too. It isnt the time its the complete and utter so what ness of it all that comes across.

02-09-2009, 05:20 PM	#161
FelixDomesticus Loremaster Join Date: Nov 2004 Posts: 289	Great... Chat support demands Global Collect reference number which I do not have as I chose VISA as payment method. Still SOE uses Global Collect for me. Who gives them right to tamper with my payment settings anyway? So my case goes to T2 and god knows how long it takes. __________________ =========================================== If your parents did not have a child, it is unlikely that you will have one either

02-09-2009, 05:20 PM	#162
Impega Loremaster Join Date: Dec 2004 Posts: 14	Gave up waiting for a reply to my emailed petition of 2 days+ ago and decided to try my luck with Live Assistance. After an hour in the queue I finally got to speak to someone. CSR: "Your subscription expired due to a known problem with Global Collect...................we will have it fixed as soon as possible" Me: "Do you know how long this might take please?" CSR: "I really dont have an ETA" I have no issue at all with the CSR who was polite and trying to do his job but Sony as a Corporation appear to have no regard whatsover for its paying customers. Their attitude in this case is one of "we already have your money so we can take just as long as we like to sort this out".

02-09-2009, 05:30 PM	#163
mikmon General Join Date: Nov 2004 Posts: 1	I have same problem account closed even though payment was done 21.1.2009 so should still have much valid playing time Please SOE do something and repair global collect. All my chars are on splitpaw server regards horribus, nemedia

02-09-2009, 05:32 PM	#164
Seelenleid Loremaster Join Date: Feb 2009 Posts: 7	I used the live assistance, ok SOE i am impressed. 45 minutes waiting time, 3 minutes chat with the agent and my account is reactivated also i got a few extra days. Nice costumer support!

02-09-2009, 05:53 PM	#165
Impega Loremaster Join Date: Dec 2004 Posts: 14	Hmmm, the next issue then is why some accounts are being reactivated immediately after speaking to Live Assistance and others (like me) are told that there is no ETA for a fix? Most of your PAYING CUSTOMERS accept that technical problems periodically arise but what makes folks angry is your apparent "couldn't care less" indifference and the complete lack of information & communication about precisely what is going on, what is being done to fix it and some indication of how long it might take. Come on SONY speak to the people that are paying your wages!

02-09-2009, 05:54 PM	#166
jimbrit Loremaster Join Date: Jan 2005 Posts: 106	How come some get reactivated instantly and some get told (like me) No eta, have to escalate to Tier 2 support Seriously SOE sort it out __________________ Azlea 80 Ranger Splitpaw Guild Leader United Kingdoms Keep in mind that SOE's game updates don't guarantee monthly subscriptions

02-09-2009, 06:11 PM	#167
Eovania International Join Date: Mar 2005 Posts: 6,027	Seelenleid wrote: I used the live assistance, ok SOE i am impressed. 45 minutes waiting time, 3 minutes chat with the agent and my account is reactivated also i got a few extra days. Nice costumer support! Seelenleid, freut mich dass dir geholfen werden konnte und du wieder spielen kannst! __________________ Vanessa - Eovania - Barrera Internationale deutschsprachige Community Betreuerin SOE - International Community Relations

02-09-2009, 06:12 PM	#168
Eovania International Join Date: Mar 2005 Posts: 6,027	Oakleaf wrote: 5.30 pm, raid starts in 1 1/2 hours, nothing happenend ... [Removed for Content], open my account and find out what is wrong with your payment later! Es gibt keinen Grund ausfällig zu werden! Kontaktiere wie vorgeschlagen den Kundendienst und gedulde dich bitte. __________________ Vanessa - Eovania - Barrera Internationale deutschsprachige Community Betreuerin SOE - International Community Relations

02-09-2009, 06:17 PM	#169
Eovania International Join Date: Mar 2005 Posts: 6,027	benga wrote: I just contacted the us-chat support (it's not easy to find this from the german site For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience. 10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant. Now, 30 minutes later neither me or my wife can log into the game. It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow. Benga, solange du ein Ticket oder e-mail aufgegeben hast, wird sich darum gekümmert, keine bange Info dazu gibt es auch im kontentechnischen Bereich im dt. Forum. __________________ Vanessa - Eovania - Barrera Internationale deutschsprachige Community Betreuerin SOE - International Community Relations

02-09-2009, 06:47 PM	#170
ben General Join Date: Dec 2004 Posts: 64	Eovania wrote: benga wrote: I just contacted the us-chat support (it's not easy to find this from the german site For the first account I got an automated answer that the account will be acctivated and I will get a 3 day grant for my inconvenience. 10 minutes later I contacted the same CSR for my second account and got the reply that he can't give me an eta, just said that the problem is known and will be solved "asap". But offered me a 5 day grant. Now, 30 minutes later neither me or my wife can log into the game. It's getting late here in good old germany - I think we will go to bed and hope for the best for tomorrow. Benga, solange du ein Ticket oder e-mail aufgegeben hast, wird sich darum gekümmert, keine bange Info dazu gibt es auch im kontentechnischen Bereich im dt. Forum. That's the next problem: http://forums.station.sony.com/eq2/...topic_id=443022 I have no permission to write in the german forum __________________

02-09-2009, 06:48 PM	#171
Aurela Loremaster Join Date: Nov 2004 Posts: 6	So happy... an hour nearly waiting for live chat and then the window or whatever won't open - 15 minutes as no 1 in the queue and 21 seconds expected wait. The UK phone no. goes direct to an almost inaudible and never ending queue and the US one seems little better.

02-09-2009, 06:49 PM	#172
Dae General Join Date: Feb 2009 Posts: 2	i finished chatting with a live chat operator about an hour and a half ago and mine still hasnt been sorted yet.

02-09-2009, 07:25 PM	#173
naMessiah Loremaster Join Date: Nov 2004 Posts: 148	Got my account re-activated but none of the expansions are there. Yay. Will write a good ol' ticket this time as it took ages to get a chat with a TSR.

02-09-2009, 07:47 PM	#174
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Greetings everyone, Sorry I didn't post earlier but I've been franticaly trying to answer all of the phone calls related to this issue. I know some people received some differing information this morning since we were trying to figure out how to fix this first thing on a Monday morning. At this point we have located the problem and have a set method for correcting it. If your account was suddenly closed because of this issue, please contact our phone or chat support. We will add several days of game time to your account immediately so that you can play. According to my information someone is currently writing a script that will correct this for all of the effected accounts. Adding game time allows us to make sure you can play while this gets fixed. I apologize for any inconvenience this has caused. (I know phone wait times are long right now, but they should get a lot shorter within the next hour) __________________ Daniel H Technical Support Representative Sony Online Entertainment

02-09-2009, 07:52 PM	#175
jimbrit Loremaster Join Date: Jan 2005 Posts: 106	What about us that have already contacted support by phone and been told to wait for an unspecified length of time __________________ Azlea 80 Ranger Splitpaw Guild Leader United Kingdoms Keep in mind that SOE's game updates don't guarantee monthly subscriptions

02-09-2009, 08:01 PM	#176
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Azlea@Splitpaw wrote: What about us that have already contacted support by phone and been told to wait for an unspecified length of time That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately. __________________ Daniel H Technical Support Representative Sony Online Entertainment

02-09-2009, 08:14 PM	#177
ironstone Loremaster Join Date: Dec 2004 Posts: 15	Can we have some kind of confirmation that steps will be taken to ensure this issue does not happen again and adequate support is appropriated when serious issues like this happen on a weekend? Its fair to say that my carefully planned weekend of Everquest was ruined due to this issue. I'd be really annoyed if this happened again.

02-09-2009, 08:16 PM	#178
naMessiah Loremaster Join Date: Nov 2004 Posts: 148	TSR-DanielH wrote: Azlea@Splitpaw wrote: What about us that have already contacted support by phone and been told to wait for an unspecified length of time That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately. While you're around: as said above my account was re-activated by a TSR but none of the expansions on it. I updated the 'chat-ticket' with this error - is this enough or do I have to contact support again through mail/chat to get it fixed?

02-09-2009, 08:20 PM	#179
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	ironstone wrote: Can we have some kind of confirmation that steps will be taken to ensure this issue does not happen again and adequate support is appropriated when serious issues like this happen on a weekend? Its fair to say that my carefully planned weekend of Everquest was ruined due to this issue. I'd be really annoyed if this happened again. While I can't say whether or not support will be provided over weekends in the future, we are taking steps to make sure this doesn't happen again. __________________ Daniel H Technical Support Representative Sony Online Entertainment

02-09-2009, 08:21 PM	#180
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Tamara@Runnyeye wrote: TSR-DanielH wrote: That doesn't sound right. PM me with your station name. If you're suffering from this issue then I'll make sure your able to play immediately. While you're around: as said above my account was re-activated by a TSR but none of the expansions on it. I updated the 'chat-ticket' with this error - is this enough or do I have to contact support again through mail/chat to get it fixed? Did you purchase the TSO expansion on the same day you made your last subscription payment? That is the only thing I can think of that would cause that to happen. Please PM me with your station name(or call if you prefer) and I'll see if I can find out why it happened and fix it. __________________ Daniel H Technical Support Representative Sony Online Entertainment