Two weeks ago, while playing, I was disconnected from the game on two separate accounts, permanently banned pending an investigation about account security compromised. In the ban note, I was asked to contact customer support.
Well, for customer support you got a phone, wich is clearly stated that it is not intended for game issues, the ticket system, and an email adress… that automatically generates a ticket. So customer support is just tickets.
Okay, I submitted one 14 days ago, and I have yet to receive ANY kind of feedback. A week ago I sent an email, that just generated a new ticket that was closed and merged with the old one automatically.
So, I was banned from the game 14 days ago, and I still don´t know why ( apart from the generic “account security compromised” ) when I will be able to enter the game again, or any other kind of feedback.
Hell, a simple direct contact with a brief " You are being investigated for x reason, dont worr this can take time " would have been enough. But really, being given a kick in the arse and 0 feedback for two weeks is extremely discouraging. I could have bought that we are in august and half of the staff is on holydays, but I guess that staff is not a problem as we are in “GM week”…
Have any of you any kind of experience on how much time should I expect to get some kind of answer?
PD: I was going to post this with one of the affected accounts, and it is banned ALSO from the forums, that´s another line of comunication cut leaving me only with my unattended ticket… frustrating gets a tiny word to describe the feeling.