Long-time Subscriber denied goodwill restoration after old Support Error
Hello,
I am writing here as a last resort. I feel stuck in a "copy-paste" loop with standard in-game support, and I am hoping a Community Manager or Senior Lead can look at the human side of my case.
The Situation: I am a returning player who has been an active subscriber for the last year, and I recently renewed for another 6-month subscription. Over the life of this account, I have purchased over 35,000 Cartel Coins. Two of my main characters (HumbleChamp and HumbleWake) were lost during a break in 2019/2020.
The Evidence: I have a clear paper trail for these characters. Specifically, on 2020-03-09, I paid for a server transfer for HumbleWake from an EU server to a US server. While the character is now gone from my list, the Legacy Unlocks from that character still exist on that US server, proving the character’s history and my financial investment in it.
The Support Failure: Current CS tells me I am outside the "restoration window." However, I contacted German Phone Support in 2019/2020 immediately after the loss occurred. I was told then that nothing could be done because I had deleted them myself. I now see on these forums that other players in the exact same situation were helped (even those deleting the character themselves). Because I was given incorrect information by an agent years ago, I am now being told it is "too late" to fix that original error.
The Loss of Paid Assets: When those characters were lost, I lost the paid Cartel Coin assets attached to them: one Master’s Datacron and two Commander’s Character Tokens, plus countless hours of GSF grinding and other unlocks.
My Request: I am not asking for the impossible restoration of purged data. I am simply asking for a one-time gesture of goodwill to have those three items (1 Datacron, 2 Tokens) granted to my account, or any sign of goodwill.
I truly love this game and was planning to purchase the new 99 EUR bundle today, but it is disheartening to feel that my long-term loyalty and documented purchases are being ignored.
Can a Community Manager please help me get this reviewed by someone with the authority to grant these replacement items?
Case Number: 39737099
Best regards
Humble_champ
