EA Customer Support Conflicting Instructions

[Bluebottle]

I have a couple of 10+ year old accounts. Both in good standing, never abused no illegal or legal add-on programs (i.e. not even UOA). One of them has simply vanished - cannot log in and it is no longer listed under my EMail id!

There was no Email notice of any status change so I don't believe it was hijacked or stolen. Just in case, I'm checking guild rosters for recent character activity - nothing so far.

I send a request to confirm my account names, I notice my account is not listed - I see at the bottom of the note:

"If you need Customer Support, simply reply to this email with your question."

So I do indeed simply reply:

... and then I get a response:

"Greetings,

The e-mail address you have written to is unable to receive incoming messages. "

Grrrr......... so why tell me to simply reply to an address tha cannot receive incoming messages!

The alternative is to "log in" ... but of course I can't with the afflicted ID!!!

This sounds like a few hours on teh phone *sigh*

Anyone else had this happen recently?

 

[Lady Kiara]

I have a couple of 10+ year old accounts. Both in good standing, never abused no illegal or legal add-on programs (i.e. not even UOA). One of them has simply vanished - cannot log in and it is no longer listed under my EMail id!

There was no Email notice of any status change so I don't believe it was hijacked or stolen. Just in case, I'm checking guild rosters for recent character activity - nothing so far.

I send a request to confirm my account names, I notice my account is not listed - I see at the bottom of the note:

"If you need Customer Support, simply reply to this email with your question."

So I do indeed simply reply:

... and then I get a response:

"Greetings,

The e-mail address you have written to is unable to receive incoming messages. "

Grrrr......... so why tell me to simply reply to an address tha cannot receive incoming messages!

The alternative is to "log in" ... but of course I can't with the afflicted ID!!!

This sounds like a few hours on teh phone *sigh*

Anyone else had this happen recently?

I'd be Pissed if i were you... and yes they can pull up your account by the credit card number you use...

 

[Bluebottle]

Now this is odd - I just re-read the response in the account management page:

"The member name and password you entered appears to be invalid. "

That suggests they may have changed or altered the account name itself - or perhaps deleted it altogether!

*sigh*

 

[Valas]

Had a similar thing happen to me recently, im wanting to open up an old 10+year account but cannot for the life of me remember the password or user name I signed up in. Havent even attempted support yet but god wish me luck when I do could be in for a looooong bumpy ride ''/

 

[Raina]

Yea, I've had similar problems with in game support telling me to use web based support that tells me to use in game support... it went back and forth about 5 or 6 times just out of utterly disgusted amusement before I resigned myself to the fact that they are idiots.

About the only thing you can count on with EA Customer support is getting numerous different and conflicting answers with a very slim chance of getting ahold of someone who might actually help.


~Rai

 

[Bluebottle]

*sigh* From their actions, seems they don't really want subscribers at all - that is not a good omen

 

[Bluebottle]

*sigh* From their actions, seems they don't really want subscribers at all - that is not a good omen

*disturbing speculation* :

I'm on a 6 month subscription renewal and due for the next payment in about a week, my account gets cancelled - that is suspicious to say the least!

 

[DevilsOwn]

*disturbing speculation* :

I'm on a 6 month subscription renewal and due for the next payment in about a week, my account gets cancelled - that is suspicious to say the least!

just to make sure I'm understanding this, the account that you are not able to log into is not the one that is due for payment in a week, right?

 

[Bluebottle]

just to make sure I'm understanding this, the account that you are not able to log into is not the one that is due for payment in a week, right?

Actually it's the opposite - the one that is on a 6 month cycle has been disabled only a week before renewal, my other account is on a 3 month cycle and was successfully renewed about a month ago.

I am just hoping that EA's draconian measures are not portents of an expected short operational horizon!

 

[Chrissay_]

With an account that’s over 10 years old we have made some database changes over the years. If your account is this old please ensure you are putting “uo_” in front of your account name. If this doesn’t help your issue please pm me the incident number from customer support and the account name (no passwords). I’ll forward it on to have someone take a look at it.


Chrissay

 

[Bluebottle]

With an account that’s over 10 years old we have made some database changes over the years. If your account is this old please ensure you are putting “uo_” in front of your account name. If this doesn’t help your issue please pm me the incident number from customer support and the account name (no passwords). I’ll forward it on to have someone take a look at it.


Chrissay

Chrissay,

Thanks for athe support and encouragement - just wish the EA customer support phone folks were as responsive I'm on my second attempt to get through now (alas the first mysteriously dropped after 35 mins).

 

[Bluebottle]

All sorted now thanks to Chrissay and EA customer support

 

[DevilsOwn]

good to hear

 

[Hemisphere]

All sorted now thanks to Chrissay and EA customer support

Another succesful case for... *drumroll* EA Customer Support Man (or woman)! *fanfare*

 

[DevilsOwn]

I send a request to confirm my account names, I notice my account is not listed - I see at the bottom of the note:

"If you need Customer Support, simply reply to this email with your question."

So I do indeed simply reply:

... and then I get a response:

"Greetings,

The e-mail address you have written to is unable to receive incoming messages. "

Grrrr......... so why tell me to simply reply to an address tha cannot receive incoming messages!

and tho it's nice this was all resolved, this little bit should probably be corrected, yes?