Have paid but can't upgrade! Support not reacting to my tickets!

[acone]

Hello everybody!

Here's my story:

8 days ago I bought a Dungeons & Dragons Online 30-day game pass via paybycash.
Shortly after buying I recieved an email telling me to
'Log in as a Current Customer at http://myaccount.turbine.com
Select the subscription that you wish to apply the Game Pass to, and click the "Add Game Pass Card" link.
Enter the 25 character Game Pass Card information into the field and hit Submit.'

When I did this the I got an error saying that I was trying to upgrade my LotrO(!) subscription, and that the upgrade failed because I didn't register a LotrO CD-Key with my account.

Since I don't own / never have owned LotrO before I submitted a Ticket to Turbine to explain my problem, including the game-pass code (like the support article on problems with those stated).

2 days later I recieved an answer in the form of a DDO-CD-Key together with the advice to add it to my existing Turbine account. I added it.

Instead of upgrading my existing DDO account it created a second one.

Now I have two active DDO-logins to choose from during startup, both are premium, not VIP and the Game Pass works on none of them, still telling my I'm trying to upgrade my Lord of the Rings subscription.

Submitted another Ticket 5 days ago (english support), and a third one 3 days ago (german support) - no reply whatsoever so far.

Turbine recieved my money moments after I subscribed to their game, I've been waiting for them to at least reply to my tickets for almost a week.

I have given you guys money, it is not acceptable that I have to wait for someone to at least LOOK at my problem for this long.

Please look into this ASAP.

Regards,

xxaconexx

[Krelar]

Have you tried calling account support instead of just emailing them yet? Might be faster.


English Account Management Phone Support: (781) 407-4020
Monday - Friday from 12:00 noon - 8:45 pm

[acone]

No, since I'm from germany and they don't have a german hotline.
I'm not willing to pay another ten bucks for an overseas call just to get someone to work on it. Does reading a ticket take that much longer than listening to someone explaining his problem? :/

[Victorie]

I'm sorry to hear you've had this problem. We're currently experiencing extremely high load at this time. Turn around for web inquiries is between 1 to 1.5 weeks. We're working through all tickets in the system in the order they were received. We are also working to decrease the turn around time again.

If you have tickets in the system, they'll get back to you as soon as they can. I'm sorry, but we can't assist with account specific questions or updates on the forums.

Please note that your first ticket will be answered first. We request that (even with the long turn around) players submit a single request, as multiple tickets are part of the cause of the current high load.