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Account Help/ PoL Support Fails In This Situation ThreadFollow

#1 Sep 02 2008 at 12:48 PM Rating: Decent
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Hello everyone! I have been away from playing FFXI for quite some time now (since May '07) and I have lost/forgotten my password and playonline ID that I used to use. I am hoping I can regain access to my account since I just bought FFXI Vana Diel Collection '08 for PC and I dont want to have to do everything all over again. Oh, and I should note that SE has been charging me each month since me logging out and uninstalling from my X360 HDD a long time ago.

So I have tried calling support and web chatting and I get no answer when calling (just beeping), and I was waiting for 3 1/2 hours with the web chat. :(

Any help on how I can get my Playonline ID and password back so I can login?

Thanks!

PS: Sorry if this is the wrong forum. Move if needed!

Edited, Sep 2nd 2008 1:45pm by PerfectCode

Edited, Sep 2nd 2008 1:48pm by PerfectCode

Edited, Sep 5th 2008 3:01pm by PerfectCode
#2 Sep 02 2008 at 12:51 PM Rating: Good
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63 posts
If you don't have your playonline ID you're pretty screwed. Lost passwords are not an issue but without that ID you're looking at starting over from scratch.
#3 Sep 02 2008 at 12:52 PM Rating: Decent
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592 posts
I know no other way to regain your PoL ID and/or password, so as far as I know, you should just keep at it.
#4 Sep 02 2008 at 12:53 PM Rating: Decent
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Quote:
If you don't have your playonline ID you're pretty screwed. Lost passwords are not an issue but without that ID you're looking at starting over from scratch.

That's the thing, I am not totally sure if I have it or not. Is the numbers at the end of the bank charge each month my POL ID? I sure hope so...
#5 Sep 02 2008 at 12:56 PM Rating: Decent
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377 posts
I would try calling customer support. I managed to get my roommate's account reactivated with no id or password, but i had all the other information that was neccessary. the fact that they are still charging you for the account goes to your favor, have your credit card handy when you call.

I would also try the POL webchat, it's generally faster.
#6 Sep 02 2008 at 12:58 PM Rating: Default
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74 posts
Domfrancisco wrote:
I would try calling customer support. I managed to get my roommate's account reactivated with no id or password, but i had all the other information that was neccessary. the fact that they are still charging you for the account goes to your favor, have your credit card handy when you call.

I would also try the POL webchat, it's generally faster.

Yes, that's the problem, I have been trying to web chat and call them for the past 4 hours and so far no response... :( (as described in initial post)

Edit: What other necessary information are you talking about? Like name, DoB, etc?

Edited, Sep 2nd 2008 1:59pm by PerfectCode
#7 Sep 02 2008 at 1:12 PM Rating: Default
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74 posts
PerfectCode wrote:

Is the numbers at the end of the bank charge each month my POL ID?


Can anyone confirm yes or no please?

Edited, Sep 2nd 2008 2:08pm by PerfectCode
#8 Sep 02 2008 at 1:17 PM Rating: Good
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777 posts
PerfectCode wrote:
PerfectCode wrote:

Is the numbers at the end of the bank charge each month my POL ID?


Can anyone confirm yes or no please?

Edited, Sep 2nd 2008 2:08pm by PerfectCode


i don't have my bank statement handy, but your POL ID is 4 letters and 4 numbers. if its not in that format, its not your POL ID.
#9 Sep 02 2008 at 1:23 PM Rating: Default
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74 posts
BlueDolphin wrote:
PerfectCode wrote:
PerfectCode wrote:

Is the numbers at the end of the bank charge each month my POL ID?


Can anyone confirm yes or no please?

Edited, Sep 2nd 2008 2:08pm by PerfectCode


i don't have my bank statement handy, but your POL ID is 4 letters and 4 numbers. if its not in that format, its not your POL ID.

Ahh ok. Well the numbers at the end of my bank statements has just that... numbers.

So I guess I will have to keep trying to reach support even though they have apparently been "too busy" for the past 4 hours to answer me.

Edit: So due to the fact that they have been charing me each month since me having not played, will my character still be there?

Edited, Sep 2nd 2008 2:20pm by PerfectCode
#10 Sep 02 2008 at 1:31 PM Rating: Decent
where is the pol webchat located?
#11 Sep 02 2008 at 1:33 PM Rating: Default
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74 posts
SeanRocks wrote:
where is the pol webchat located?

Here: https://secure.playonline.com/supportus/index.html

Btw, are you guys just getting beeping when calling their phone support and no answer?

Edited, Sep 2nd 2008 2:29pm by PerfectCode
#12 Sep 02 2008 at 1:45 PM Rating: Decent
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Btw, are you guys just getting beeping when calling their phone support and no answer?


Yeah I get that also
#13 Sep 02 2008 at 1:56 PM Rating: Decent
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74 posts
SeanRocks wrote:
Quote:

Btw, are you guys just getting beeping when calling their phone support and no answer?


Yeah I get that also

Ok... well this sucks. I guess I'll have to wait another day to see if I can get my account back.
#14 Sep 03 2008 at 8:17 AM Rating: Default
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74 posts
Ugh, is PoL's support really this bad? I woke up earlier today so I could call and web chat right when they are supposed to be open and still get no response. This is getting irritating... :(
#15 Sep 03 2008 at 9:57 AM Rating: Default
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74 posts
Arrg, I dont think I'll ever be able to get help if this keeps up. =/

Edit: Amazing! I got through by calling, but I've been on hold...

Edited, Sep 3rd 2008 11:21am by PerfectCode
#16 Sep 04 2008 at 10:30 AM Rating: Default
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Well I hope they accept the registration codes I used since I am missing a lot of the info such as PoL ID, password, etc.
#17 Sep 04 2008 at 11:13 PM Rating: Default
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*sigh*

... I was finally able to talk to two people today at PoL support and after all the waiting and talking I am not able to get my account back as of now just because I cant remember the beginning of the address (i.e. 0000) I put down when I registered. Why cant I remember something like this you might ask? Well because this was my first MMO I was skeptical of the whole idea and I didnt trust random strangers with all of my information. You might also be asking "well, didnt you right it down?". Yes I did write it down, but one of my family members apparently thru away the sheet of paper I that had all the information on months ago. If I had the PC version at the time I registered I would have saved the data or done a Printscreen and printed that out or something but I only had the X360 version that came out in early 2006.

I understand from their perspective why they wont give me my PoL ID and password back but since I know that I am the account holder and created the account 2 years ago it is really frustrating to not be able to get my account back just because of 4 numbers that I cant remember.

My account wouldnt even be considered special if a hacker wanted it anyways, but I spent enough time with it to the point where I dont want to have to cancel my content ID and start completely over. :(

I guess I'll just keep trying to contact them until they give me my PoL ID and password back so I can login again.
#18REDACTED, Posted: Sep 05 2008 at 1:45 PM, Rating: Sub-Default, (Expand Post) Well I talked to their supervisor today and the people at PoL support continue to act like mindless drones being controlled by a corporation and they continue to fail at not providing enough options for the customer to verify that they are indeed the account holder.
#19REDACTED, Posted: Sep 05 2008 at 2:03 PM, Rating: Sub-Default, (Expand Post) I guess a positive way to look at this whole situation is that now I wont be wasting time playing this game and I can spend that time better-ing myself in real life instead. So yay to that!
#20 Sep 05 2008 at 2:44 PM Rating: Good
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1,522 posts
PerfectCode wrote:
Ugh, is PoL's support really this bad?


Yes.
#21 Sep 05 2008 at 3:11 PM Rating: Good
Quote:
I am not able to get my account back as of now just because I cant remember the beginning of the address (i.e. 0000) I put down when I registered. Why cant I remember something like this you might ask? Well because this was my first MMO I was skeptical of the whole idea and I didnt trust random strangers with all of my information.

I understand from their perspective why they wont give me my PoL ID and password back but since I know that I am the account holder and created the account 2 years ago it is really frustrating to not be able to get my account back just because of 4 numbers that I cant remember.


I fail to see how its POL/SE's fault that you gave false information to begin with and don't have it to hand now . I understand you wrote it down and a family member binned it by accident,but if you'd given genuine info in the first place there wouldn't be a problem. Or, you could have gone for a number that was more easily memorable - for example a birthday.

In my eyes, SE are doing EXACTLY the right thing here - sucks to be in your position I'm sure, but its good in my eyes that they won't just let anyone access accounts, and that they challenge you for this information. I guess, perversely, although you didn't trust them with your personal info , they've actually proved that the trust would have been justified .

I think your best option is to cancel the billing for your old account, and either leave the game, or begin over :)
#22 Sep 05 2008 at 3:24 PM Rating: Good
Yeah... but SE still sucks with the customer service.

Sorry... waiting for 4 hours on their webchat made me bitter.
#23 Sep 05 2008 at 3:29 PM Rating: Default
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74 posts
fatalillusiontw wrote:


I fail to see how its POL/SE's fault that you gave false information to begin with and don't have it to hand now . I understand you wrote it down and a family member binned it by accident,but if you'd given genuine info in the first place there wouldn't be a problem. Or, you could have gone for a number that was more easily memorable - for example a birthday.


I agree it is my fault that I gave a little bit of false info but it is their fault that they dont offer any other ways for me to verify that it is my account and dont offer more reasonable explanations besides "Oh! Sorry but you gave me all the correct information except for 4 numbers and I have no other ways for me to verify that you are the account holder! So now all you can do is cancel your Content ID that you spent days and days of playing time with! Have a nice day, sorry for not caring enough to offer more ways for me to verify further!"

fatalillusiontw wrote:

In my eyes, SE are doing EXACTLY the right thing here - sucks to be in your position I'm sure, but its good in my eyes that they won't just let anyone access accounts, and that they challenge you for this information. I guess, perversely, although you didn't trust them with your personal info , they've actually proved that the trust would have been justified .

I think your best option is to cancel the billing for your old account, and either leave the game, or begin over :)

Yes it sucks to be in my position and yes it is good that they wont just let anyone access people's accounts, but as I said above, for rare occasions like this it fails. Period.
#24 Sep 05 2008 at 3:33 PM Rating: Decent
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Well if you gave them false info..how can they verify anything if what info you gave wasn't correct to begin with..you know?

PLENTY of companies has bad CS..it's not foreign, everything is scripted like wrestling (which is why you'll likely notice 'robotic' responses and 'repetition' of things you're not even asking about.)

You get that odd one outta the bunch that's actually very helpful and willing to go to all ends to help you..those kinds usually get fired sadly.

Either way, I'd say if anything take a breather sounds like you could use one.
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#25 Sep 05 2008 at 3:44 PM Rating: Default
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Mistress Theonehio wrote:


You get that odd one outta the bunch that's actually very helpful and willing to go to all ends to help you..those kinds usually get fired sadly.

Either way, I'd say if anything take a breather sounds like you could use one.

Sadly...

It's just pretty disheartening to wait on the phone for hours and hours hearing the same old repetitive music and japanese-english voice, then hear the same repetitive song (so to speak) from the people working there and have nothing resolved. They just simply didnt care enough to support me (the customer) by giving more ways to verify. If they dont care enough to help me, then I will just take my money elsewhere because I dont want to support that.

The fact that I was even waiting patiently for so long, talking to them for so long, and posting on this forum repeatedly goes to show that I care enough to get my account back and they just give me the same old shiite in return.
#26 Sep 05 2008 at 3:48 PM Rating: Good
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Quote:
In my eyes, SE are doing EXACTLY the right thing here - sucks to be in your position I'm sure, but its good in my eyes that they won't just let anyone access accounts, and that they challenge you for this information. I guess, perversely, although you didn't trust them with your personal info , they've actually proved that the trust would have been justified .


QFT.

Sorry OP but you made too many fatal mistakes, any one alone would've been fine but really you have too little information to prove you own the account:

1. Don't know address because you made a fake one.
2. Forgotten password.
3. Forgotten POL ID.

The only thing you have is the billing info, your card details. Why don't SE accept just that? If I was a hacker, I could go in, change your billing info and then "prove" it's me based on that alone. SE have measures in place to prevent that, and unfortunately those measures have stopped you. Saying "@#%^ you SE/PoL support for being incompetent mindless drone nubbies and offering no help or support to the customer!" is out of line, you're the one who lacks the information, you only have yourself to blame, not to mention when you un-installed your game you should've made sure they stopped billing you <_<; I feel bad you lost all that money for no reason.
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