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DEVELOPERS PLEASE HELP - Account Retrieval IMPOSSIBLE

STAR WARS: The Old Republic > English > General Discussion
DEVELOPERS PLEASE HELP - Account Retrieval IMPOSSIBLE

Slinglock's Avatar


Slinglock
06.21.2019 , 04:10 PM | #1
*EDIT* - This issue has since been resolved, massive thanks to everyone involved!


To Whom it May Concern,

I am the owner of the account "KeyPawn" and have been working with the Customer Support team for the past two days attempting to regain access to this account. The Customer Service team has informed me that as a matter of policy and procedure, they need to verify my identity by means of sending a 6-digit code to the e-mail address on my account.

While this normally wouldn't present an issue, the e-mail address on file for my account has since been permanently deactivated by Google. This means that I do not have access to the e-mail, and thus, cannot confirm the 6-digit code they would send. While the Customer Service team has assured me that they have done everything they can within the constraints of their policy to verify my identity, there is simply nothing that they can do other than to suggest that I reach out to the developers here in the forums. I even went so far as to send support@swtor.com an e-mail containing photographs and screen captures to help prove my identity to include my Driver's License.

This issue has created a tremendous amount of stress as I have spent over $1,000 in total on this account since 2011 and was immeasurably proud to be one of the first subscribers to the game and receiving my Founder's Medal. While I understand that policy and procedure is preventing the Customer Service team from changing the e-mail on my account so that I can make the necessary changes myself, it's a hurdle that I simply need to find a workaround for.

I hope that a developer sees this post and that something can be done. I can provide any information to further assist in establishing proof of my identity as well as ownership of my accounts that would be required to better facilitate an expedient solution.

Not to be cute, but please... Help me, Developers, you're my only hope!

Zerileth's Avatar


Zerileth
06.21.2019 , 05:44 PM | #2
This is a customer service issue and they shouldn't be passing the buck. They should get a manager involved. I've worked in customer service and this smells bad. Keep fighting the good fight OP.
7.0 Return To Kashyyyk
IGN: "Bioware sees soaring profits with new SWTOR expansion, Return to Kashyyyk."

Slinglock's Avatar


Slinglock
06.21.2019 , 06:34 PM | #3
To be fair, I honestly don't think that they were passing the buck. I attempted several times to be transferred to some sort of supervisor or anyone with any decision-making power regarding exceptions in policy/procedure, yet was assured that I'd receive the same answer. The representative, "Anmol" claims he spoke to over 50 different individuals in attempts to help me and I genuinely believe that he did everything he could within the constraints of what's allowable in his position.

It appears that this is less of an issue with Customer Service in general, and more an issue of policy handcuffing their ability to assist the customer in situations such as this.

lightSaberAddiCt's Avatar


lightSaberAddiCt
06.21.2019 , 06:38 PM | #4
There is something hinky going on if your email was permanently deleted by Google. I have never even heard of that happening before, unless you were using it for something against their ToS.
Just Click It for Free Stuff I need the CC
http://www.swtor.com/r/Hj4n32

kodrac's Avatar


kodrac
06.21.2019 , 06:47 PM | #5
Quote: Originally Posted by Slinglock View Post
I attempted several times to be transferred to some sort of supervisor or anyone with any decision-making power regarding exceptions in policy/procedure, yet was assured that I'd receive the same answer.
That right there is suspicious. "Don't worry, friend. My boss will say same think as me. You don't need talk to him". Yeahhhh uh huh. Everything CS related lately has a bad smell to it.

Quote: Originally Posted by Slinglock View Post
The representative, "Anmol" claims he spoke to over 50 different individuals in attempts to help me
Also, yeahhhh sure ya did. 50 you say. Uh huh.
Quote: Originally Posted by aerockyul View Post
Id find it hard to believe this sort of thing goes on in the preferential treatment forum.
Quote: Originally Posted by Jdast View Post
or Kodrac, for saying everything I want to say, but he takes one for team and gets a warning.

Slinglock's Avatar


Slinglock
06.21.2019 , 06:59 PM | #6
Quote: Originally Posted by lightSaberAddiCt View Post
There is something hinky going on if your email was permanently deleted by Google. I have never even heard of that happening before, unless you were using it for something against their ToS.
What happened was that there was 24 months of inactivity on the account, an e-mail was sent to my secondary e-mail address informing me of the potential for the account to be deactivated, but I either misread it or thought nothing of it at the time. I have since e-mailed Google in attempts to recover my account, and here's what was said verbatim:

"Hello,

Thank you for reaching out about difficulties accessing your Google account.

We've looked into your request, but unfortunately, we can only restore access to a deleted Google Account if the request is made within a relatively short period of time. It seems that your request was filed after this window closed, and your account has already been permanently deleted. We apologize for any inconvenience this may cause.

You can create a new Google Account.

Regards,

The Google Team"

Google didn't do anything wrong, per se, it was my own inattention to detail that caused the issue and I take responsibility for that. I simply find it hard to believe that verification through e-mail is the only way to "confirm my identity".

Slinglock's Avatar


Slinglock
06.21.2019 , 07:04 PM | #7
Quote: Originally Posted by kodrac View Post
That right there is suspicious. "Don't worry, friend. My boss will say same think as me. You don't need talk to him". Yeahhhh uh huh. Everything CS related lately has a bad smell to it.


Also, yeahhhh sure ya did. 50 you say. Uh huh.
I've heard my fair share of horror stories about Customer Service lately, and there was another individual who was quite rude and off-putting, even resorted to hanging up on me in the middle of our conversation, but I can forgive all that if a resolution is reached.

I believe he spoke to that many people, but they're all likely representatives in his office who are all held to the same policy restraints. When I asked to speak to his direct supervisor he stated that it wasn't possible and he wasn't able to escalate the call any further. While I may not necessarily believe the validity of that statement, this was possibly the third or fourth time I spoke to that same individual, both in game and on the phone, and he was nothing but polite with me and genuinely seemed interested in helping any way he could. I don't know what their set-up or procedural situations are there in regards to escalation, but I believe he did what he could to help.

kodrac's Avatar


kodrac
06.21.2019 , 07:11 PM | #8
Quote: Originally Posted by Slinglock View Post
While I may not necessarily believe the validity of that statement, this was possibly the third or fourth time I spoke to that same individual, both in game and on the phone, and he was nothing but polite with me and genuinely seemed interested in helping any way he could. I don't know what their set-up or procedural situations are there in regards to escalation, but I believe he did what he could to help.
Well, every forum post lately has had the same theme: they keep getting the same person over and over and he can never help further. It sounds like there's just the one dude manning the help desk. In previous years, I've never gotten the same person on follow up tickets. I've never been told no one else can help. But in the last couple months it's been a running theme and BW has been silent about it.
Quote: Originally Posted by aerockyul View Post
Id find it hard to believe this sort of thing goes on in the preferential treatment forum.
Quote: Originally Posted by Jdast View Post
or Kodrac, for saying everything I want to say, but he takes one for team and gets a warning.

Slinglock's Avatar


Slinglock
06.21.2019 , 07:15 PM | #9
Quote: Originally Posted by kodrac View Post
Well, every forum post lately has had the same theme: they keep getting the same person over and over and he can never help further. It sounds like there's just the one dude manning the help desk. In previous years, I've never gotten the same person on follow up tickets. I've never been told no one else can help. But in the last couple months it's been a running theme and BW has been silent about it.
I found it slightly amusing that the representative who responded to my in-game ticket was the same individual I got on the phone, and aside from him, there was only one other individual I spoke with over the course of two days. BioWare is likely silent about it because they no longer handle Customer Service from what I've surmised, it seems that they've delegated that duty to EA.

In regards to the final statement,
"Originally Posted by aerockyul View Post
Id find it hard to believe this sort of thing goes on in the preferential treatment forum."

I had to use a friend's 7-day subscription pass to even open a ticket in game since that's reserved for subscribers only - the situation is the same with forum posts. Hopefully this can be addressed or resolved within a week so that I don't have to find another time code or spend even more money. That being said, if this is resolved, I fully plan to subscribe for the duration of my playtime, but it is a bit ridiculous that I need to be a continuous paying customer to even reach out to a developer on these forums.

But, whatever it takes to get my account back, I'm willing to do it.

Elessara's Avatar


Elessara
06.21.2019 , 07:44 PM | #10
Quote: Originally Posted by kodrac View Post
That right there is suspicious. "Don't worry, friend. My boss will say same think as me. You don't need talk to him". Yeahhhh uh huh. Everything CS related lately has a bad smell to it.
To be a little fair, I've told people on the phone that my supervisor will say the exact same thing I've told them, however I will absolutely transfer the person to my supervisor (who, yes, tells them the exact same thing I told them) ... sooooo yeah. They still should have transferred the OP to a supervisor.