Identification trouble at SOE - What does it take?

Morgaur

Im posting the conversation below as a warning to all future SOE gamers out there. NEVER SWITCH BANK while playing a SOE product. Here is my story.

 

On and off through 2009 to 2011 I played Everquest 2 as normal and payed with my Visa card. Then I got a new Visa and later around 2011-2012 I changed to another bank.

 

Then SOE got hacked and I got a message that my account was locked "for my own protection". After that my nightmare started. Apparently SOE support only need the 4 last digits of the Visa card as identification. This is what I have tried to do to identify myself:

 

- I have provided SOE with the correct answer to the secret question

- I am communicating with them on the email which is registered to my account
- I have sent SOE a copy of my drivers license
- I have sent SOE a copy of my norwegian passport

- Offered to send them my receipts from the Station Store

- My other account (I have 2) is open and works as normal

 

AND STILL they refuse to open my account. Now I fear all my Everquest 2 characters are lost forever. I'll burn in hell before I give them another dime.

 

I will NEVER give SOE another penny!

 

Below is the conversation which was going back and forth. I edited away personal information.

 

 

 

 

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I guess that means that SOE does not want my money any more. I will put this conversation up on the General discussion boards at www.mmorpg.com as a warning for all future players of SOE's games.

You can now close this case.

 

Have a nice summer

 

Best regards

xxx

 

2012/6/29 SOE Customer Support <soesupport@soe.sony.com>

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Subject
Copy of 120625-000440: Concerning locked account
Discussion Thread
Response Via Email (TSR Ramses C.)	06/29/2012 12:19 PM
Greetings xxx, Unfortunately, we will need the correct last four digits of a card used on the account in order to assist you. Your bank should have this information on file since the last charge was in 2011. If they trace any transactions to our merchant ID: SOECommerce, they should be able to locate the last four digits of the card used in the transaction. You may also be able to locate the numbers through any Paypal or Amazon.com transactions performed. Regards, CSR Ramses C. Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939
Customer By Email (xxx)	06/29/2012 12:10 PM
No I am sorry. I do not think I am able to provide you with the correct digits. That was the number my bank provided me. I have now tried everthing to identify myself for you. - I have provided you with the answer to the secret question - I am communicating with you on the email which is registered on my account xxx - I have sent you my drivers license - I have sent you a copy of my norwegian passport. I this isn't enough identification for you to open my account then let me know. I give up! xxx 2012/6/29 SOE Customer Support <soesupport@soe.sony.com> > ** > > *>
Response Via Email (TSR Ramses C.)	06/29/2012 10:36 AM
Greetings xxx, It seems the last four digits you provided don't match up with out records for the account; do you recall the last four digits of any other credit card that may have been used between 2009-2011? Regards, CSR Ramses C. Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939
Customer By Email (xxx)	06/27/2012 12:11 AM
I called my former bank DNB and they did have the information you required. I think the last 4 digits in that Visa is: xxx I hope this helps the situation. Best regards xxx 2012/6/26 SOE Customer Support <soesupport@soe.sony.com> > ** > > *>
Response Via Email (TSR Jennifer Z.)	06/26/2012 02:59 PM
Greetings xxx, I have removed your passport image from the ticket for security reasons. We still need the information that I had requested of you previously in order to recover the account. Banks keep your card information for 7 years so please contact them to get the information that we are requesting: Full Billing Address: Last 4 of the credit card used in 2011: email address on the account: If you have any more questions or concerns, please let me know. Answer Title: Keep Your Account Secure Answer Link: http://help.station.sony.com/app/answers/detail/a_id/30061 Regards, CSR JenniferZ Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939
Customer By Email (Entered by TSR Jennifer Z.)	06/26/2012 02:57 PM
As I said earlier I have changed my bank and have a new Visa card. I cannot remember what the last 4 digits are anymore. I have answered the secret question, sent you my drives license. I have another account called xxx which I can login to. I can supply you with the receipts from several purchased I have completed from the Station store. Attached in this mail is a picture of my Norwegian passport. If you STILL cannot open my account for me, after all my attempts to try to identify myself, there must be something seriously wrong with you system. Best regards xxx 2012/6/26 SOE Customer Support <soesupport@soe.sony.com> > ** > > *> ==================== image File Attachment ==================== norwegian passport.jpg, 650895 bytes, added to incident
Response Via Email (TSR Jennifer Z.)	06/26/2012 02:57 PM
Greetings xxx, We would need the following information to recover this account: Full Billing Address: Last 4 of the credit card used in 2011: email address on the account: If you have any more questions or concerns, please let me know. Answer Title: Keep Your Account Secure Answer Link: http://help.station.sony.com/app/answers/detail/a_id/30061 Regards, CSR JenniferZ Contact SOE Account, Billing, and Technical Support Phone, Chat, and Email: http://help.station.sony.com/app/answers/detail/a_id/28939
Customer By Email (Entered by TSR Jennifer Z.)	06/26/2012 02:57 PM
Station username: *xxx* The last 4 digits of the Credit Card used to pay for Subscription or Membership(required): *Unknown since I have changed my bank. I have paid for my account xxx with the same card. I also have purchased Vanguard Saga of Heroes on the same card.* The cardholder's name: *xxx* Current answer to your Security Question:What is your mother's maiden/original name(required): *xxx* ** Attached is also my drivers license. I hope that helps Thank you xxx 2012/6/25 SOE Customer Support <soesupport@soe.sony.com> > ** > > *>
Response Via Email (TSR Jennifer Z.)	06/26/2012 02:57 PM
Greetings xxx, Thank you for contacting Sony Online Entertainment customer support. For security reasons, we are unable to address your account issues without first verifying your identity. Please respond with all of the following information: - Station Username:xxx - The last 4 digits of the Credit Card used to pay for Subscription or Membership(required): - The cardholder's name: - Current answer to your Security Question:What is your mother's maiden/original name(required)? Please keep the format above. This will enable us to process your request more efficiently. Thank you for your patience. Please let me know if you have any other questions or issues and I will be happy to assist you. The reference number for this ticket is 120625-000440. Please use this number if you need to refer back to this contact for any reason. Here is a link with all of your options to contact us : https://help.station.sony.com/app/answers/detail/a_id/28939/kw/contact Regards, TSR Ted R. Technical Support Representative Sony Online Entertainment
Auto-Response	06/26/2012 02:57 PM
Thank you for contacting Sony Online Entertainment LLC. Your email has been received and a Customer Support Representative will respond to you shortly. Regards, Sony Online Entertainment Support Staff
Customer By Email (Entered by TSR Jennifer Z.)	06/26/2012 02:57 PM
Hello SOE Support I would appreciate it if you could help me with my locked account. Some time ago I tried to open it (incident nr: 111012-000 334). Here is the information you wanted from me the last time. *Last four digits of the credit card used to bill the account:* I have a new Visa card now. Cannot remember the old digits *The name on that card:* xxx *Current Answer to your Security Question(What is your mother's maiden/original name?):* xxx *Station Username* xxx Attached to this email is a copy of my drives license. I hope this information is enough so that you can open my account again. Best regards from xxx
Question Reference #120626-001053
Product Level 1: EverQuest II Category Level 1: Account / Billing Date Created: 06/26/2012 02:57 PM Last Updated: 06/29/2012 12:19 PM Status: Waiting FOR Customer Station Name:     Problem Description

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