Account/Subscription Problem

[Autolycus]

When I logged into my account today I was missing the following Turbine points for which I qualify.

Played in Beta                  250
Used DDO Store in Beta         	250
Subscriber on July 31st         999
VIP & Played Less Than 1 Year 	400

I have one account, but two subscriptions (for some reason), my normal subscription and a beta one. I went back and logged into the game under the same account but used the beta subscription. It had 500 points, presumably from beta participation.

When I talked to customer service last week, they said my account looked fine, but to contact them again if my points didn't show up.

So, my questions are:

1. What do I need to do to get the 500 points moved to my live VIP subscription?
2. What do I need to do to get the remaining 1399 points on my VIP subscription?
3. What do I need to do to get the beta subscription removed from my account to prevent future problems?

Thanks.

[Victorie]

As the email notes:

"If you happened to use a different account name during Beta than you are using for your live account, no worries - simply contact Turbine Account Support so that they can reconcile your Turbine Points to the correct account."

This holds true for any "missing" points. Simply email the Account Management department and they will be happy to research the accounts and points for you.

[Autolycus]

As the email notes:

"If you happened to use a different account name during Beta than you are using for your live account, no worries - simply contact Turbine Account Support so that they can reconcile your Turbine Points to the correct account."

This holds true for any "missing" points. Simply email the Account Management department and they will be happy to research the accounts and points for you.

I submitted a ticket on 9/1/2009 as Victorie suggested. I haven't heard anything yet. How long should it be before I receive a response or contact support again?

[SDM]

Hello,

You should hear from an Account Rep within the next couple of days at the latest.

~SDM

[GreenGurgler]

As the email notes:

"If you happened to use a different account name during Beta than you are using for your live account, no worries - simply contact Turbine Account Support so that they can reconcile your Turbine Points to the correct account."

This holds true for any "missing" points. Simply email the Account Management department and they will be happy to research the accounts and points for you.

But how long does this take? I know I submitted my ticket on Sept 1st which is now 8 days ago and have heard absolutely NOTHING.

How long should we expect to wait?

[Autolycus]

Hello,

You should hear from an Account Rep within the next couple of days at the latest.

~SDM

Well, I spoke to account support on the phone this evening and I'm livid! They gave me some song and dance on how they've been working on other problems and haven't even started on my type of problem yet! They said it would be another week or so, but my ticket was at the top of the queue. Yeah, right! I call BS on this. I exchanged info with another player that had the same type of problem as me, placed a ticket the same day as me, and his problem has been fixed.

What is going on? This is unacceptable! I know Turbine has been busy, but it's nothing to what they will be starting tomorrow! If they are this far behind now, forget timely support after tomorrow.

I'm very disappointed, especially since they told me on the phone last week that if it wasn't resolved by this week to call back!

[Arnya]

If they are this far behind now, forget timely support after tomorrow.

Well it won't be all that bad - FTPs get no in-game customer support....

Good luck with your problem though

[SDM]

Hello Everyone,

We are currently working on moving points from beta subscriptions to live subscriptions and adding missing points when necessary. Please be aware that we do answer all tickets in the order that they are received. We are actively resolving these tickets now, so if you have reported a problem with your awarded points it will be taken care of.

~SDM

[Autolycus]

Hello,

You should hear from an Account Rep within the next couple of days at the latest.

~SDM

Well, it's been 7 additional days now and I still haven't heard from anyone.

Ticket was submitted on the 1st.

[Autolycus]

Hello,

You should hear from an Account Rep within the next couple of days at the latest.

~SDM

Well, it's been 2 weeks since I submitted my ticket and I haven't heard anything!

Since I should have already heard back several days ago at the latest, I have to ask what's going on? Did you lose the ticket?

[Autolycus]

Well, it's been 2 weeks since I submitted my ticket and I haven't heard anything!

Since I should have already heard back several days ago at the latest, I have to ask what's going on? Did you lose the ticket?

What do I have to do to get a response? I was told in this thread that I should hear back no later than in a couple of days. It been over a week since that reply was posted! I called and after waiting on hold, was told they couldn't address the problem over the phone. So how are we to check on the status of our tickets? It's been 2 weeks since I submitted.

[Talias006]

I'm in a similar situation. I was in Headstart for the new free-to-play model's unveiling and was wondering if the TP I had purchased on my BETA account (after login, before server select) would be sent to the proper LIVE account. I do believe that I sent an in-game ticket as well as a responding post here addressing this situation. It's been almost a week since the game went LIVE for everyone else and yet all my "bought" TP are still situated on the BETA account. Frustrated? You betcha. I guess my patience will have to be tested further. I better not have to wait a full month before my TP gets switched over to the account of my choosing. But, I am not holding my breath.

[maxeramen]

I have This very same prob...
I want my points(6900TP) SOOoooooooooo BAaaaaad!!!
I cant even quest with my lvl 15 cuz almost every high lvl quest is in a P2P AZ

[Autolycus]

Good news. I got an email from Turbine yesterday that my account and points had been fixed. I just logged on and verified they were correct and even made a purchase. So, thankfully, my fear that my ticket had been lost was unfounded. They must have really gotten hammered with this type of problem.

Thank you Turbine, and everyone hang in there.