Account frozen for 11 days now

#1

Two Sundays ago I purchased a 12-month membership extension. The problem was that I canceled the first payment, then re-issued a second order which went through.

Problem is as follows:

  • after I canceled the first payment, my account was frozen (despite still having 3 months of premium membership left)
  • after I completed the second, the account was unfrozen BUT it only credited 9 months instead of 12 (i.e. it added 12 months to the date of freeze rather than the previous end membership date)
  • after a few more minutes, account was frozen again (despite membership end date is March 2020) and asking for a SECOND payment

Opened a ticket on Sunday 17, no replies until now.
What do I need to do to get a reply?

#2

I’m so sorry, you will have nothing left but to wait for an answer. The Forum is not the right place for Account or Billing Issues.

#3

Wait time for billing/account support is 2 weeks(give or take 1-2 days) . You should get a response anytime now. At least that’s when I got my response 14 days and I’ve seen lots of ppl on forum reporting same wait time.

#4

I have a feeling Funcom significantly downsized their customer service department. Probably just one or two people left working on tickets anymore.

#5

I think you’re right. If that’s the case then they went wrong about it, when it comes to money/ account they should have somebody looking into that within 48/72hrs. When it’s about other things I understand it could take some time but money… come on…

#6

Just as an update, after 17 days I’ve still not received any reply. Account still frozen, subscription premium time still showing end at March 2020 instead of June; not that it makes any difference, since the time is still ticking with me not being able to log into the game.

The only communication I received is the automatic email showing the ticket number (in my case # 1106969) which I got when I first submitted my ticket, on March 17. Nothing else.

Is there any other way to contact Funcom’s support? A phone number, anything?

#7

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#8

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