Unable to restore account
Good morning,
Reference Number: 2433992202 - spoke with manager "Angelo"
I just wanted to write a letter telling you about my terrible experience with EA support.
Brief synopsis of my issue: played SWTOR close to launch, bought numerous in game items through your store. Quit, went back to WoW, tried a few other games, decided to come back and play through new SWTOR content, perhaps purchase the latest SWTOR expansion.
I go to log in, forget my password. I select the "send me a new password", then realize it went to my old email account at my last address. (We built a new house, thus new ISP service, so new email).
No problem. I have had to call other companies, ie. Blizzard, and had similar issues solved within under five minutes in the past. So I go to the website.
I call, I hear a recording that my wait time is 5mins. It's more like one. Kudos there.
I escalated and asked to speak with a manager.
He gave the same information as the first person, that he needed certain info before restoring my account. A character name, my DOB, my server name, a subscription plan, the last four of my credit card numbers.
I don't usually give a valid DOB when I register an account online, as that's personal information that I don't prefer anyone to have stored on the internet, kind of like my mother's maiden name. I have no idea what CC was used that many years ago, we have had about 3 fraud alerts from our bank in the past five years, and always change our cards when alerted. I can't remember my character names, but I remembered my two legacy surnames. I gave my phone number, which has not changed.
The manager was unable to help me. I'm not going to start over, I've invested a lot of money into that old account, and I do not want to have to pay for an expansion twice.
In summary:
You probably would have gotten another customer to purchase your latest expansion, I would have re-subscribed (as I subscribe to any game I currently am playing at the time) for as long as the new content was fun. But your off shore customer support can't help me change my email associated with my old account, and frankly, it's not worth my time at this point. I'll just go play ESO or WoW, at least I know if trouble arises, (whether it's my fault or not), I'll get someone on the phone who can help me get my original account back.
Lastly, there are many, many people who game hop. I finished all the latest content in WoW and am bored. I wonder how many other people are in the same boat and decided to give your game a try, but ran into similar issues and just gave up and moved on to a different game.
Good luck
For details on how to contact SWTOR support you can follow the steps outlined in this article here : How to get help with STAR WARS™: The Old Republic™
[CM - Edited post with updated article on how to contact support for STAR WARS™: The Old Republic™]
