SE Support

[Aeni]

I'm not really returning but I wanted my Hermes boots so I decided to give SE some moolah for a couple of months. Anyway, I'm liking the new support features and the overhaul, but not really sure what the turn around time for this game. I must imagine that there's a lot less players around than when I quit the game 3 years ago so I'm assuming they laid off a few service employees (or reassigned them away from the game)

Is the turn around time for support calls really long? Just submitted a ticket online and got my confirmation code that it's open.

[Aeni]

Re: SE Support

Geez ...

My situation: Up until I quit playing FFXI 3 years ago, I have had no problems with my account. The name was correct, my billing address pointed to my current residence and all of my payments were made without an issue.
Fast forward to now...

After reactivating my account back in May, I noticed something peculiar, but was never really worried. My name had switched (presumably during my 3 years absence) so that it now displayed my last name as my given name and my first name as my family name.

After that initial activity, I had nothing more to do with that account. I simply forgot about it and as the months went by, I had assumed that I was still being billed for it despite not logging into the game once ... but it didn't matter to me. My hard drive died and got a new one installed but I never reinstalled POL/FF.

Then just last week I read about the Hermes Shoes program and thought, well, what the heck, let's do this. I went to check on the status of my account and found it odd that it was no longer active. In addition, the site claims I owed SE money. $12.95 for that one content ID I reactivated months ago...

I put 2 and 2 together and figured that my name, which is incorrectly saved to their database, may cause problems with billing. It's probably trying to match the name of the account holder with the name on the credit card and since it's not lining up, my bank is rejecting the charge attempts.

I got in touch with support via email and it's really odd. They're claiming that they're unable to assist me in correcting the name on my account AND also have routinely responded (to the last 3 emails) that I should suggest this change to their website.

WHAT?

They claim it's a form of service for them to correct my name (that they had botched, mind you) on my account.

Oy vey.

I sent my last email response to them asking for assurances that the name is not an important deal to
them and will have to manually process the charges every month for $12.95 unless they have some other ideas to handle this. Although it is my second account and I still have my other, I have spent a lot of time with my character and have taken quite a liking to this one over my first one (on my first account)

Sigh...

[Etra]

Re: SE Support

@Aeni

I'm not sure the name on the account would affect billing. One of my friends setup a new FFXI account for me while I was at work one day (we wanted to start again together, so he got everything setup) and he put my account in his name for some reason. We both quit and I stopped paying for the account in July. I never had any sort of problems with billing because of the name on it.

Was there some sort of billing error when you canceled your account the first time? (Hence, the charge left on the account.)

[Aeni]

Re: SE Support

@Aeni

I'm not sure the name on the account would affect billing. One of my friends setup a new FFXI account for me while I was at work one day (we wanted to start again together, so he got everything setup) and he put my account in his name for some reason. We both quit and I stopped paying for the account in July. I never had any sort of problems with billing because of the name on it.

Was there some sort of billing error when you canceled your account the first time? (Hence, the charge left on the account.)

No billing error was reported to me, which is how I didn't know about the problem until now. My email address registered with them is correct and any account changes I make to it does send an email confirmation to me. Hopefully SE support can do something about this because I do not think I want to be manually instructing the system to charge my credit card every month while I'm playing FFXIV.

[Etra]

Re: SE Support

Hm. Sounds odd. I remember on my other account there was a charge left on it, as well (not sure why.) Tried logging in to see if any of my Japanese friends were on to tell them about my new account and got that error. It was weird but I didn't think anything of it (that account was in my name.)

Let me know what SE says about it. I have my XI account with my friend's name on it tied to my SE account... Don't want to use my SE account for XIV then if I'll get some sort of red flag against me.

Keep us posted. :0

[Aeni]

Re: SE Support

Let me know what SE says about it. I have my XI account with my friend's name on it tied to my SE account... Don't want to use my SE account for XIV then if I'll get some sort of red flag against me.

Keep us posted. :0

This is the whole response from them, unadulterated.

Dear Customer,

Regarding your request for account support. Please find your answer below.


The names were changed automatically many years ago, this only affected players that had their accounts for a long time (5 years +). This does not affect your account in any way, you can still log in like normal. Can you please explain the problem you are having, and what it is you are trying to do exactly?

I explained to them (for like ... the 3rd time ... ) and I got another response:

Dear Customer,

Regarding your request for billing support. Please find your answer below.

Thank you for contacting us back regarding your issue!

There might not be an issue with the name on the credit card. However, there maybe an issue with the actual credit card itself. Unfortunately, we do not assist in any billing issues via e-mail. You will need to contact us by going to http://support.na.square-enix.com for chat support. Our hours of operation are 9:00am-6:00pm PST.

Thank you for contacting the SQUARE ENIX Support Center.
___________
For additional assistance with this issue, you can reply to this email directly. For assistance with a new issue, please visit the SQUARE ENIX Support Center at http://support.na.square-enix.com.

So I'm being passed to billing and I have to contact them via their new online chat service (wasn't available years ago) or the good ole' standby ... phone. I never had issues with my credit card but there was one charge recently which was blocked by my bank (Chase) because it was from a foreign bank through a foreign company with an American subsidiary. That was pretty exciting.

[Etra]

Re: SE Support

Sooooo... They really didn't answer the question at all. LOL

[Aeni]

Re: SE Support

Sooooo... They really didn't answer the question at all. LOL

Pretty much I'm going to safely assume that there is no problem and that I'll save these emails in the event they come back and complain to me about why I never notified them about this problem.