This problem dates back to essentially before the launch of the RK2019 server. There are countless threads here with people mentioning wait times of up to a month dating back to last year November. Last I checked North Carolina has not been a disaster area for 10 months, and if it was I’d consider moving offices.
This has nothing to do with Dorian or anything weather related.
This is a tiny Costumer Support department that is handling all complaints across every Funcom game. So whenever there is a problem related to something like billing, which can possibly be somewhat time consuming if sorting it requires interaction between departments and possibly whichever bank handles Funcom’s accounts, they end up triaging the complaints.
Titles which are the primary source of revenue and are the current public face of the company get more attention, while titles on the backburner like AO get put on the “on hold” list.
The fix to this is either literally getting more staff or temporary outsourcing until the backlog is cleared. There are ways to deal with this, this is not such a special snowflake problem that it has never happened to any company ever.
The reason why they are not doing anything and there is no communication on the issue is because THEY.JUST.DON’T.CARE. This is not people in the CS department, not the people handling these cases, this is upper management deciding not give a fudge, because your money is peanuts and they are perfectly comfortable ripping you off. Which says a lot about the company itself and what you can expect from them in the future across whatever game they make.
My hope was that maybe they do give a damn and there is some plan in motion to sort this issue, but the fact that they are as mum as they are simply confirms my suspicion, there is no fix coming to the problem, and this is the new reality for AO.
Anytime you are making a payment of any sort it’s the toss of coin, if there’s a problem because their billing system is trash, you cannot expect any fix within anything resembling a sensible timeline. If at all, which remains to be seen.