Unfortunate experience with Final Fantasy XIV
About two weeks ago I decided to purchase the Final Fantasy XIV PC Digital Download. After making my purchase, I downloaded the client application and was able to enter the registration information that I received via e-mail for my product. For the next three days I was able to play the game seamlessly, and it was a huge improvement over the original release.
On the evening of the third day, my client application unexpectedly logged me out. When trying to log back in, I received a notification that my client was not registered and I could not play the game until I logged into my Square-Enix account and registered it.
Upon reviewing my Square-Enix account manager, the game was indeed registered, my account was also registered. After fumbling through the multiple account pages, I encountered a message on the Mog Station website that my Final Fantasy XIV account had been suspended and I could no longer use this account. Besides these two cryptic sentences, there was absolutely no information given to me as to why my account had been suspended.
I proceeded to open up a support ticket to resolve this issue, and the next day I received an e-mail saying my ticket was received and that I should receive a response within 48 hours.
During this time, I reviewed my bank statement online, and noticed that I was never charged for my purchase. I made the assumption that this was most likely the reason for my account suspension, and began looking for a place on any of the Square-Enix websites to make the payment for my current account. Besides purchasing a new registration/account for Final Fantasy XIV, there was no option to make this payment. I still do not know why the original payment was not accepted. I received no notification from my bank that any purchase was declined. Even if it was the fault of my bank for declining the payment, I do not understand why the payment confirmation e-mail was sent and allowed me to play for three days before completely cancelling my account.
After waiting seven days for a response from my 48 hour ticket, I opened another ticket. In tandem with this, I also requested a chat with an online help representative. After waiting in queue for over two hours to speak to a representative, I was dropped from the queue. I then proceeded to open another ticket, and began waiting again.
After two more hours of waiting, I was connected with a representative and explained my issue as described above. The representative was friendly but ultimately informed me that I would have to deal with this issue on my own and contact Digital River to resolve the issue. I found this to be incredibly strange for customer service. I was literally being told to solve the issue myself and that Square-Enix could not be bothered to aid me in determining the root of my issue of a service I wanted to pay them for.
I received the contact number for Digital River and called them immediately afterwards. The wait was short and I was able to speak to a representative quickly. I informed him I was having an issue with my product and gave him my purchase order number. I explained that the payment may not have went through and if this was the issue, I would like to make the required payment if possible. I also informed him that if there was an issue with the credit card I had previously used, I had different options to make the required payment.
After I gave him all of my information (including address, name, and other miscellaneous information), he informed me that he could not tell me why my payment had been declined and there was nothing that Digital River could do about the transaction. His recommendation was to make a new purchase. I told/asked him that if I made a new purchase I would receive a new registration number, and that I may need to start the game over from the beginning and that I did not want to do that. He said it was unfortunate but that was all they could do.
It has been ten days since I was supposed to receive a response from Square-Enix. I found it unfortunate that I needed to solve this issue on my own when I was given absolutely no information initially on why my account was unexpectedly suspended. Being informed that I needed to address the issue myself also left me feeling bitter. After ten days I have decided to give up on this process. I would have enjoyed playing this game, but the process has left me sour. I wrote this e-mail to hopefully aid Square-Enix in fixing their customer service problems. My issue may not be common, but it has prevented me from enjoying their product and from subscribing to their service.