Defiance good, Trion CS bad!

lordtwisted

 Let me tell you, I have been enjoying the game since release, and enjoyed spending some time before the game released learning some things about the background of the game, and various people involved.  I pre-ordered the game about two months before release, and paid for the DLC as soon as it was announced.  I only played Rift for a short time, so I knew the company had potential. 

 This last week I have been dealing with their customer service. This is where my nightmare begins. I log into my email one day and see that Trion Worlds has billed my paypal account for $50 dollars, 6 times in a row in less than two minutes. So a total of $300 dollars. 

 I log into my paypal account and set trion to a "not allowed to bill me state" and call my credit card company. The credit card company locks my credit card, reissues me a new credit card, which takes a couple weeks, then sends the issue to their fraudulent charges department. 

 Ok, now I am unable to use this credit card for two weeks, first inconvenience. 

 

 Then I go to call Trion Support... Trion has no phone support? How does a company that services customers directly not offer phone support?   

 Second inconvenience.

 

So I go to Live chat support... Live support is unavailable at this time .....yeah Three strikes...

 

 So I email support on 5/6/13 They got back to me yesterday 5/11/13 telling me my account was compromised and that they locked my account while they look into it. As well as information on how I can check my computer for viruses and malware....

 

 This amused me because I am a field tech for a small IT company and actually provide training on cyber security. Because of my position I also run virus scans twice a day, and a paid version of Malware byte every night.  

 This of course does not guarantee hat my computer was not compromised. but I have my suspicions that it is something else.  

 

 First of all if it was my account that was compromised, and the charges made to my Paypal went through the Trion or Defiance stores, why are there no records of this in my order page? Typically if you pay for something you get invoiced, and you have the "My Orders" page that would show something? There are no new orders in there. 

 Secondly the day after all of this initial chaos, and before they locked down my account I logged in to see if my account was ok, and at that time I still had my Orange shield, and Orange LMG.  Plus my several purple various weapons with synergy mods all equipped. 

 So something seems fishy to me, and with their poor support I am unable to narrow down what the real problem is, as well as having my account locked all through the bonus loot weekend. I am pretty peeved. 

 I don't normally give bad reviews on companies, but honestly this is the worst customer service I have ever seen. 

Wizardry

I did a check and sure enough no phone support.So i would imagine they are not even handling the support,probably some really cheap outside agency,you know the type that give you cue card answers  or point you to the FAQ page.

opened any emails you thought were from Trion?How about friends emails with attachments?

I would also ask them WHY even if it was compromised would you buy the exact same content under the exact same account 6x.That part is really bad accounting and common sense from their end.That would have nothing to do with viruses or phising.

I can tell you this because i have dealt with Paypal several times,they are really good.You should contact them as to where the purchase was made from because they would have to have your Paypal login information and not even Trion would be able to login to your Paypal.So again this has NOTHING to do with THEIR account dept. charging you 6x.

There is one last idea and you won't like it lmao.I sort of think this might be why but i am not pointing a finger at you just saying.

A lot of times the net is congested it takes awhile to go through the process at Paypal.If you thought it was not going through and clicked it several times,it will charge you for each time you kept clicking the confirmation.If you perhaps did that,no need to feel embarrassed,we all make those mistakes.

 

taus01

Not surprised here.

Ever tried reaching Steam support via phone? This is common business practice these days, no direct contact with the customers.

I hope you can resolve this issue, best of luck.

Ikeda

I had issues with Trion way back at Rift launch.  Was able to get someone on live chat during their posted hours.  Couple months ago, I needed to get something corrected and sent in a ticket.  That was handled in under 2 business days.

i have an account issues with PWE/Cryptic.  Unanswered for 9 days.  Trion are saints compared to them.

(Afaik, the only CS line I've ever had on an MMO was WoW and that was a 4+ hr wait)

lordtwisted

Originally posted by Wizardry

I did a check and sure enough no phone support.So i would imagine they are not even handling the support,probably some really cheap outside agency,you know the type that give you cue card answers  or point you to the FAQ page.

opened any emails you thought were from Trion?How about friends emails with attachments?

I would also ask them WHY even if it was compromised would you buy the exact same content under the exact same account 6x.That part is really bad accounting and common sense from their end.That would have nothing to do with viruses or phising.

I can tell you this because i have dealt with Paypal several times,they are really good.You should contact them as to where the purchase was made from because they would have to have your Paypal login information and not even Trion would be able to login to your Paypal.So again this has NOTHING to do with THEIR account dept. charging you 6x.

There is one last idea and you won't like it lmao.I sort of think this might be why but i am not pointing a finger at you just saying.

A lot of times the net is congested it takes awhile to go through the process at Paypal.If you thought it was not going through and clicked it several times,it will charge you for each time you kept clicking the confirmation.If you perhaps did that,no need to feel embarrassed,we all make those mistakes.

 

 Typically what you have mentioned is common. Impatiently lagging out at a purchase button could easily lead to multiple purchases. As well as Paypal account be compromised. 

 In this situation it was not my PAypal account, and the purchases were made by Trion through Paypal via the in game store. 

 So more or less someone accessed my Defiance account through brute force, or a compromise at Trion and made multiple in game purchases through my account because my Paypal account was linked to it. 

 Once they bought all of the stuff they traded it to another account, which is all traceable, and Trion has either not done anything about it, or just refuses to inform me of it. 

 Trion locked my account, and escalated the matter to another department, which then made me change the email associated to the account, as well as my security questions, and my password.  They did this by creating a new account and copying my stuff over to it, which means that it did not return any of my lost items. 

 Then they told me they can not refund the money, and that I need to contact my credit card company and have them do it. Which of course shuts down my credit card account in case it was compromised and locks that account. 

 

 This has caused me a great deal of irritation, and inconvenience, which Trion Worlds does not care about, which pisses me off even more. I already paid for the game, and the DLC, but I took all other payment options out of the account, and I will not spend any more money on anything from Trion Worlds.

 I will most likely just play the game as it is, until something new comes out I want to play.