A few months ago, I wanted to transfer regions of my battlenet account from Japan to the US so I could play CoD DMZ with friends. In order to do that I needed to do a few things, one of which was use my battlenet tokens and gold on my WoW account. So Instead i created a new account to play the free game because my phone number is a US number and my region was Japan. Fast forward a few months when Diablo 4 is about to launch, I decided Ill use the battlenet tokens to get me 40 bucks in yen, then buy the rest of it and its a win / win for everyone!
So I did this, purchased D4 and I was ready to change regions. Now I needed to provide proof that I lived in the US. What they asked for was a picture of a bill or something to prove that I was in the states. Now I dont feel comfortable sending pictures of a bill or insurance or even a bank statement to blizzard. I asked quite a few times if there was anything else I could do. Phone contact, picture of me standing in the road next to the roadsign, IP tracing, Credit Card purchase tracing(since its a US card), Anything other than me taking a picture of something that has sensitive data on it.
Basically, after asking multiple times I was met with the same CTRL+PASTE message from a different GM every single time, atleast 10 times, and to top it off, the final GM said he wanted to help and was commited to helping. so i replied with what was going on and he didnt even respond, it was an entirely different GM. So why do they say stuff like this when its false. Its just such a bad customer support stance to tell someone you care and walk away. So I refunded Diablo 4, the first game ive ever refunded not because of the game itself. I am so disappointed with the webticket customer support system. Everything is so scripted, robotic and fake. Its just disingenuous and just overall a bad experience.
I’m sorry you feel this way, it does sound like they were only trying to help, and they don’t keep the information you send in (bills, ID, etc). Unfortunately this is not a feedback forum. My suggestion is you should get a survey after you close your ticket. This would go to the supervisors who decide policy. This forum is mainly a player discussion forum.
You might be getting this because you’re trying to negotiate what isn’t a negotiation. Yeah, it’s frustrating, but if this is what Blizz’s legal department set down, a random GM isn’t in a position to override that.
My battlenet account is in Japan, i have the regions set to americas which is fine to play with friends. I want to transfer my account from Japan to the US because when I do decide to purchase something it is a bit more expensive as I have to pay the fees from the US Dollar to Yen. I understand they need proof, but does it HAVE to be a picture of a bill / bank statement / ect? They didnt need that to set my country to Japan, had I have known that I would have never changed it in the first place as I knew I was only going to be in Japan for about 5 years. I get that it it might be complicated and I get that they need proof. Couldnt it be anything else? and the way they responded over and over just made me feel like they didnt really care.
As far as the refund, the battlenet currency is in my account, but I spent money to purchase the currency aside from the two WoW tokens. I really hope that goes back on the credit card. I bought the currency under implications that my region would be transfered as soon as I spent the WoW tokens (from multiple GMs themselves), and it wasnt.
If you can’t use the self service linked in the article above, you do.
You can change the country/region on your Battle.net account by using our country change self-service. If you are unable to do so, submit a legible image of a recent utility bill with your name and new address for manual review.
Ultimately though, you are not technically changing regions, just your address, so yes it would be required,
Got it, I was told by multiple GMs that my region was Japan. I know there is a region setting next to the games (asia, americas /ect.) and then I knew somehow, something was setting my purchase prices to yen.
I know I do need to change my address as my old one was Otemon in Fukuoka. Do they really not have multiple ways to prove my address? I really dont feel comfortable sending a picture of a bill or bank statement (anything they asked for). Honestly, your responses are 100 times better than the GMs. Your responses arent fake, and have had more information than anyone else, so thank you for that.
We don’t keep information after it’s used, there are privacy laws we have to conform to.
In the case of an address change, a utility bill - or pretty much any bill with the new address and your name is sufficient proof.
It was your address change that changed the currency to yen.
As you noticed, different GMs responded to your tickets. While those may look like separate tickets when you re-open one, it is - and it isn’t. They are kept together but go back into the queue (although usually in the front of the queue) and can be assigned to any GM on duty as it comes up in queue.
Yes, that is a requirement set by legal. What it the problem with sending in a picture of a bill or bank statement. Blizzard has all your billing information already, they have a very robust privacy policy and do not share the information with anyone and it is destroyed after it is used to verify. It is something that has to be done when dealing with foreign currency. Unfortunately there are a lot of bad actors out there that will lie about where they reside to game the system for currency rates.
There is really nothing on a bill that Blizzard can get that they don’t already have other than your new address.
@Orlyia
Honestly, that is a terrible way to do customer support. Pass a customer around to multiple agents for what? I dont feel like anyone is taking the time dealing with my case, its just quick response and then on to the next to churn out as many “resolved” cases as possible? I felt unvalued by the time i was done closing my ticket because of this, and ultimately the final nail in the coffin that made me decide to get a refund and likely just full on boycott blizzard / activision products from here on out.
The way you handled my issue however, was FAR better even though we came to the same result. I felt like you took the time to respond to me as a human being, unlike the webticket guys. So again, thank you for your time, and everyone else in here for that matter. Im just uncomfortable with the procedures and ill just have to wait for the refund from my bnet account to my credit card. Its a shame they dont have another way to prove that I live in the states.
Thanks again Orlyia (I was going to do a reply but i cant do two in a row, sorry).
That’s the thing; Orlyia isn’t part of the GM staff and she, along with the other blues here, ain’t really bound to the same rules at the folks whom answer tickets. The people there have rules and systems they have to follow to ensure everyone is treated the same. The blue posters here are here to help with some minor account issues, give ideas on how to handle something or general help with one’s account. The reason she is able to do this is because it mainly her job.
Sadly, they need some way to prove an address is real without someone able to fake it to gain control of someone’s account in many different cases, like someone trying to get into an account.
To be fair, i could use my neighbors address and they would probably accept it. I could also use a fake statement with my address on it and they would use it. I think the reason they want it is so they dont get sued. They can say “we have the address you gave us”. Im just amazed there is no other option. They could look at where i purchased D4 from, they could look at my IP address (which could also be faked, but they have what they need to defend it in court). I dunno, its just crazy to me thats the only thing they can do for proof is a picture that is fakable.
You get a different GM every time because it doesn’t make sense for one to hold your ticket indefinitely. You don’t get a personal GM. That would be a terrible waste of resources. They take notes on the tickets. The next person to work on your issue just needs to go over the notes. You got the same response from all of them because they use form letters. Most companies do now because it speeds up the handling of customer issues and ensures that everyone is given the same information.
You REALLY don’t want to do this. You are required by the EULA to have your legal and correct info on the account. Failure to do that won’t cause them to hunt you down or anything, but it can cause issues with billing, shipping things you buy and something very very important.
If anything ever happened to your account like a compromise you would be required to send in your Govt issued ID as one of the means to verify the account. When it does not match your info, that is going to raise flags.
You are much better off just being honest and sending a utility bill. By law Blizzard has to follow privacy policies. It is destroyed when your ticket is finished.
For those of you who suggested i dont commit fraud (using a neighbors address), I never intended to. Again, appreciate all the replies. Im just going to mark this off as unresolved, i just dont trust sending pictures of bills / bank statements online to others. If they cant do it any other way, so be it, ill have to play something other than diablo 4.
I don’t see what personal information you’re giving away by including a bill with your name and address on it. They already know your name and address. You don’t want them to know that you have electricity.