Customer Service Issues

[Reveille]

I would simply like to know why customer service for Age of Conan does not have more information available to protect user accounts.

My first account for Age of Conan I had since launch and had 8 lvl 80 characters. I spent every day playing for years and had a considerable amount of items and gold compared to other players. Around the time of the Godslayer expansion I went through a divorce and stopped playing. When I tried to return to the game I found that my account was being used by someone else. Funcom customer service refused to help me get the account back. I eventually found out that the guy lived in Texas and I communicated with him to try to get him to hand it over to me, apparently my brother had stolen my login information and this guy was his roommate. He said he didnt play much anymore and that he would give it back however Funcom customer service froze the account and neither one of us could play.

I am no genius but a game that is struggling in population making sure that neither person can play seems hardly beneficial to profit. I reopened a new account and had been playing for months with no issues. I purchased a subscription and a bunch of items from their store. I logged in a couple weeks back to find the second account had been banned (apparently double punishing me for having my account already stolen and the thief sheltered by funcom). I also find it funny that it happened after I purchased many items and a non-F2P subscription from them. It seems like a case of taking the money without providing any service. Im not sure if I can still qualify for a chargeback but I plan on trying. I submitted a ticket and received no response. I am pretty confident I know why all the servers had to merge now due to population loss. Judging by the game mechanics and levels which are amazing and better than every other game I have played, I have to conclude that most issues were due to lack of resolutions from customer service.

There is nothing I can really do at this point except leave this message here and submit my feedback on websites that carry this game. I do hope that this is read and that possibly in the future they will care about their players and learn how to deal fairly with account issues and other issues as well. My estimate is that they failed to hire people who have analytical ability when it comes to solving problems, either that or their policies for game accounts are simply horrible. I will keep an eye on things and update my feedback on websites if things are changed in the future, which I sincerely hope for. It was a great game...

[Halfdead]

Well if you decide to try again. When you send an email, request an Funcom account specialist, this is the only person that can investigate accounts. They should sort it out for you. Your thread will probably be locked/deleted btw.

[Spreadicus]

If you have the original game cd and manual with cd key that you originally used to form the account and a scan of your photo id you can reclaim ownership of any account through customer support.

this method only works with the store bought copies which i assume you have .

[Roddam]

Did you get an e-mail stating the account was banned? If you did not, it is probably an old issue with the way Funcom Billing works. Depending on how you pay and just how your bank handled CC transactions, the payment may be in a "pending" status. While the payment is "pending", the account is de-activated (Banned). Once the payment is cleared, the account becomes active again. The only way to find out what is really going on is to contact customer support. No one on the forums can give you any help at all.

[Reveille]

If you have the original game cd and manual with cd key that you originally used to form the account and a scan of your photo id you can reclaim ownership of any account through customer support.

this method only works with the store bought copies which i assume you have .

I absolutely gave them my ID and original billing information etc. I didnt have the original cd key however because I had not used it in a very long time. I would think they would be able to see when an account changes owners/e-mail addresses and know something is suspicious. In other words, it should always default to the original owner information.

[Reveille]

Did you get an e-mail stating the account was banned? If you did not, it is probably an old issue with the way Funcom Billing works. Depending on how you pay and just how your bank handled CC transactions, the payment may be in a "pending" status. While the payment is "pending", the account is de-activated (Banned). Once the payment is cleared, the account becomes active again. The only way to find out what is really going on is to contact customer support. No one on the forums can give you any help at all.

That is actually very helpful because yes my payment is no longer valid, however it is a catch 22 because I have a hard time paying for something which may be banned, especially since they allowed my past account to be compromised. I may look into the billing thing further.

[Drest]

This is not a topic for the forum. All account issues are handled by customer service.