This character is locked out due to a billing issue

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1

I have 2 characters that have this message. I have opened a ticket and the first GM gave an unrelated and incorrect response, stating that “the characters no longer exist”.

The other GM didn’t read the ticket and replied as if to a ticket that was already resolved and was not the topic of my current ticket.

I am going to give you the steps of what I did. It isn’t shady or weird, it’s very normal and your name change policy supports it. Note that the order of events may be slightly different:

  1. My priest, originally named Hylia-Area52, was server transferred to another realm and is now Raava-Antonidas. This is intentional.
    a) This released the name Hylia-Area52 for me to use again for up to 90 days before it’s released to the public.
  2. My evoker, originally named Lanayru-Area52, was name-changed to Hylia-Area52. This is intentional
  3. My warlock, originally named Ganon-Area52, was server transferred to another realm and is now Ganondorf-Garrosh. This is intentional.
    a) This released the name Ganon-Area52 for me to use again for up to 90 days before it’s released to the public.
  4. My demon hunter, originally named Majora-Area52, was name-changed to Ganon-Area52. This is intentional.

The priest and evoker were done priest, then evoker, so I could reuse the name Hylia.

The warlock and demon hunter were done warlock, then demon hunter, so I could reuse the name Ganon.

I have access to both Raava and Ganondorf without problem.

Ganon and Hylia, both on Area 52, I am unable to play because they are “locked due to a billing issue”.

I had a handful of other name changes and/or transfers done the same day as well, including some race changes. ALL of those characters have no issues.

My idea is that this has to due with a somewhat related refund.

I purchased a 3 name change bundle. I needed only 3. Upon purchasing, I realized I already had 2 available to me, so really I only need 1 more. I opened a ticket and that was refunded.

However, your system did not remove the 3 name changes from my account, so I had 5.

As stated above, I used 2 of them intentionally. The server transfers do not count as I had claim to the desired names, and made sure the original names on the destination realms were already taken, or temporarily claimed.

So using those 2, I only had 3 remaining; the 3 that should have been taken away.

Due to another situation related to step 4 (above), I had to get GM assistance which consumed 1 more name change, which was fine. However, that was not my name change to use. In the issue that arose with step 4, I forgot to purchase the single name change after the refund was granted.

So, after the GM used the 1 name change, I showed having 2, but really, I had -1, meaning I owed you all a name change, even though it’s a digital service and should cost like nothing, but not the point.

I saw the current Hylia and Ganon were locked. I checked ALL of my max level characters, and no others had this issue. My gametime renews in April, so it’s not that. I figured it may be the fact that I used a name change that wasn’t mine.

I figured the item restoration logic was similar, in that you cannot get the item restored unless you return the items or gold you gained from disposing of the item. So, in order for you to take back the 3 name changes, I purchased a 3rd one. This way we are even.

I opened a ticket, and got a bad response that at least they pretended to try. Then I replied to them, and I got an extremely terrible response by someone who seems to be very very angry or someone who simply should not be handling tickets, as if they replied like that to me, then they do it to others, and that is not appropriate behavior from Blizzard staff.

So that is what is going on

Please give me back access to my characters. They do exist, you can see that they exist. They are not the originals that used their current names. Anyone on your end can see that if they actually do their job and look.

I have no billing issues. My card is fine. My annual game time for BOTH accounts renews next month. And I even made sure I had enough name changes for you to remove from my account, because I’m honest, as I did not pay for those.

So the issue is on YOUR end. I do not trust GM staff via tickets to handle something so simply. They would permanently delete my character(s) before taking the correct action.

Hopefully the reading skills of forum CS is greater than that of the GMs because this seems to be a simple issue with a simple fix. But apparently, I have to play riddles and puzzles to find the one person who will fix it. I don’t have time for that.

PS: The character I am posting from is actually named Ganon, not Majora.

2

Blizzard’s system doesn’t do partial refunds. So it sounds like your characters are locked because you refunded a lack of 5 and all five would have been refunded locking those two characters.

That’s my guess. You will likely need to purchase 2 name changes to unlock those characters.

A blue might be able to correct me if I’m wrong or she’d a little extra light.

5 Likes
3

No, I had 2 name changes, I bought 3, which brought me to 5. I then refunded the 3 but the 3 were not taken away. That’s on them. Should have been automatic. Faction/Race/Server changes are automatically removed, live, when refunded.

Really, I bought 3 and then 1 more, so in all, I would have had 6 at once if I didn’t use any. But 3 were used, and 3 need to go back to them, but that’s not been done. I did my part, so they need to do their part.

I shouldn’t be punished for something that’s their fault.

PS. This character is actually Ganondorf-Garrosh.

4

Don’t suppose this can be simplified, hopefully in a ticket under purchase failure, what character/servers are currently locked due to billing? GM staff will not delete them, but unfortunately this is not a gm contact point either.

Sounds frustrating, hopefully this can be resolved, but ut happens with refunds as they generally done as exceptions, not a norm.

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Your current is assigned, you should receive a reply before too long, Majora.

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Yeah, I put it in a ticket, and I tried to explain the situation with the refund and them not removing the name changes I didn’t need. The first GM replied and said the characters were gone but only showed because they were leftover from the character transfer.

If that GM looked, they were different classes.

The 2nd GM replied regarding a different ticket that was resolved.

Thanks.

PS the character I’m using now is actually Raava-Antonidas. One more reply and I can post on the 4th that is changed to show all 4 still exist, but have not had their names updated yet.

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They messed it up even worse. At this point, it’s best to have a supervisor live chat with me in-game. I know you can do it. It’s one of those extreme circumstances and too many different GMs touching my account makes it worse as none of them are on the same page. There is no consistency, there seems to be no list of “what to do if this weird thing happens that is uncommon”.

I know you can live chat, I’m going to wait because this is ridiculous.

8

That’s probably not going to happen.

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Well, they have the option to do so and since they can’t get 1 GM to read the ticket and follow the history of it and then see the issues and the steps for resolution, they will continue to make it worse. They already did by reverting a name change from Hylia back to Lanayru, which they supposedly can’t do, and they still have not unlocked Ganon.

I’m going to test something out.

Apparently I can’t do that trick because there’s a name change cooldown that was not put in by me.

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They used to have that option. It was eliminated a year or two ago with no known plans to bring it back. I am not sure what to tell you other than to stick to this post, and wait for any further Blue instructions, even if that means tomorrow.

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11

They do have the option, because I had an issue where I used blink in naxx and fell through the world and was continuously dying. I was whispered by a GM.

Bilzzard CS has said they only use it for extreme circumstances or rare occasions. I was whispered not too long ago by a GM for an issue, but it was EU staff, because US was going through it’s little problem that we don’t talk about.

Either way, I have had multiple GMs screwing up my account. They do not read the previous work, they clearly do not read my issue, they don’t answer questions, and they don’t resolve anything. This simple issue I have in this thread should have been resolved.

Instead of doing anything correctly, sort of, the GM reversed the name change of Hylia back to Lanayru, so I could play her. But I can’t change the name again due to a cooldown. And they ignored Ganon so he’s still locked, and they CANNOT change that name back because of another issue that a supervisor had to deal with.

And they also didn’t take back the name changes that I paid for then got a refund for. They should have taken them away. Each time I mention that, they do nothing. I’m literally saying “take my free stuff away because it’s not mine”. I even paid for another name change to make sure I evened it out so they got back the 3 that should have automatically been removed once I did the refund.

So I can’t play my characters because they can’t figure out the simplest things and I’m going to probably get 5 more GMs before this gets resolved, and one GM is going to come in and break the one thing that I cannot fix that a supervisor had to take care of, and then it’s going to be a nightmare to get 1 person to even read my ticket.

12

Simply put, they don’t do in-game talking as it a thing they often do as they’re busy with handling however many tickets a day. Even then, the forums isn’t a means to request context from them.

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13

I think the CS forum is one of the best places to go when someone has a complex issue that they need guidance on. Esp when tickets and normal routes are not helping. This is an Information Desk with very experienced folks - esp the Blues. If someone knows the best path to get something resolved, they certainly are the ones to ask.

If there is a better way to phrase a ticket, or explain things. The Blues can provide that. In very very very rare circumstances they do have measures to fix things. Never say never.

It is not normal, or expected, but they don’t reveal the exception rules to us for good reasons. Heh.

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14

Good luck with the issues, but this isn’t helping. The sky isn’t falling.

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17

That is not related to YOUR ticket. That is just a generic estimate for all tickets in that queue.

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18

Have you seen the length of your OP lol

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19

Orlyia isn’t prolonging anything - she isn’t part of the GM team, nor an alt way to get a hold with them. She just told you what she sees on her head.

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21

there’s a little flag at the bottom of a post if you want to flag something
i mean i try not to troll but then you make a comment about your request is so simple that a 3 year old could understand it, yet it required you to write a wall of text to get your point across

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Well the flag isn’t there. It doesn’t matter how long it is. If you saw how this escalated after each GM “helped” me, you would understand why the issue is larger. I may have found a way to resolve it myself so I don’t have to deal with whatever they’re doing. We’ll see.

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The only people you can’t flag or report is a blue, which is a community support worker employed by blizzard. All others can be flagged. If you believe that a blue is trolling you is the case then you’re very wrong.

1 Like