- thank you for your patience, and even for the summons to the court of public appearance ;) I can see what the problem is here, I've just passed a message to the Admin team, and we'll get this sorted for you!

- I can! Thanks for letting us know :)

Hold on guys, there's a lot of rumour and conjecture floating around here now. We're not ignoring this, we thank you for continued patience, and we will aim to get your paid for items to you as soon as is possible.

, your ticket was made two days ago and the staff member assigned is not working this weekend as far as I know. That would also be why my reassignment of your tickets have gone unanswered so far and . Anything could have happened in that staff member's personal life that could cause their response to slower than usual. I'm not sure yet and I'm trying to find out!

We do usually have a top-notch ticket system. We're looking into it, it's probably going to take the next week or so to get things back in order.

- I can see this issue is widespread. I've forwarded this information to another admin but I was off work this weekend and I believe she was too.

- I DO care, of course I do. And when I mentioned rumour and conjecture, I meant the idea that we're ignoring things or that we're going to take your money and not try to fix what's gone wrong.

If you have a problem with a staff member consistently not responding, I would ask that you send in another ticket that asks to be assigned to either or me (wherein I'd discuss with Carol)

I have flagged this post to just about the whole admin team at this point, and I'm getting it looked into.

So lets get a few things down first:

1. Our customer support is typically excellent. I don't need to search the forums to see that ticket response rate, style, and helpfulness is one of the things that we are most frequently commended on, and that people find as one of the best things about using Subeta
2. This was an egregious mistake, and something that we are working internally to make sure never happens again. We pride ourselves on here, it's the thing that makes it feel like it's alright to use a site that is somewhat broken all the time, that if something happens, you will get help in a ticket.

The UA who had those tickets is no longer on staff, and spent time going back and forth on their ability to answer these tickets in a timely fashion. I am not throwing anyone under the bus, but this could have been easily prevented.

As far as the chargebacks go, this is an across the board policy. You would be surprised at the number of accounts that are created and then stolen credit cards used to purchase $50+ worth of cash shop credits to transfer to other accounts. It's not uncommon, and it's the reason that we freeze on chargebacks pending investigation and immediately make a ticket with the user to try and get to the bottom of it. This is also an industry standard, and tbh in most places you'll just get a disabled account with no ability to talk to staff about why a chargeback might have happened.

- to clarify, the staff member I've reassigned your ticket to has not been working THIS weekend, she may have worked past weekend days. The staff member you had to begin with is no longer on staff.

We are investigating all other concerns, and trying to get things back to running smoothly.

- I'm the Creative Department Head, not a Customer Service Rep. I didn't want you to feel this thread was being ignored, so answered to the best of my knowledge at the time. I'm trying to help, I appreciate the feedback and will continue trying to get this remedied. It's going to take a bit of time from this point, and for the correct staff members to be on duty.

- Your current account is the one you made after you weren't allowed to access your old account due to a chargeback, is that right? Your current account is over 10 years old, so is this something that happened to you 10 years ago?

- I'm not sure on the details of the people you know who were frozen for chargebacks, but as Keith said these are investigated so if they feel they were wrongly frozen they should make a ticket!

I don't know what to say other than we're looking at this right now, and are figuring out how to move tickets around to make sure that this doesn't happen again. We're building tooling to be able to bulk move tickets between staff members, which is something we haven't needed in the past and is a result of the feedback on this thread.

I honestly cannot speak to what happened 10+ years ago in terms of chargebacks. We've improved our process a lot since then, so including that in the immediate feedback from this thread I think makes it a little more difficult to see what is fixable and a problem now vs many years ago.

Yup, we hear that. I'm working now to tie support@ emails into our regular ticket system, but it's also possible from the feedback here that it's time for us to just move a professional ticketing service (like the one you'd use on any other site) to make this process easier / less painful for everyone involved (including the UAs). A lot of the professional services have things that we'd love (automatically responding to messages, assigning specific categories to specific UAs, etc).

The only thing we can do is continue moving forward, learn from this mistake and continue improving. I hope you can see those changes, and also us recognizing that we screwed up here, and give us a little bit of faith.

Please remember to stay on topic and stay away from the personal attacks.

Hi, everyone! I wanted to let you know that the Customer Service & Support directors have seen the complaints and we understand where you guys are coming from. We take our jobs here very seriously and considering our long history of excellent service in the Ticket Center, it is disheartening to know that some of you have encountered such issues.

To start: we already have policies in place regarding things like how often tickets must be responded to (although I will clarify that outside of our department, ticket response times may be much longer, as non-support personnel have other jobs which comprise their primary responsibilities towards the site, and those jobs often take priority).

In the interest of transparency, I would also like to go so far as to say that we experienced a bit of an extended staffing issue -- the details of which are personal and I won't get into here -- and that unfortunately the resolution did not occur in the way that we had held out (probably too much) hope for. The upside to this is that those affected tickets (and emails) have been reassigned and are actively being worked on to get resolved in a timely fashion.

Furthermore, we have initiated additional processes to speed up response times and ensure that no ticket gets left dangling. We even held a departmental meeting to outline a game plan and freshen up everyone on departmental policies; although we've basically all been here an extremely long time at this point, we are only human and things occasionally slip from memory.

Now, please bear in mind that there are some issues -- including but not limited to things like bug fixes -- which require assistance from outside our department, and the User Administrators have no control over how those matters are prioritized or how quickly they get fixed. We do our best to keep everyone in the loop as to any progress as it occurs, but sometimes the gears grind a little slowly due to a variety of factors. You haven't been forgotten.

As I've mentioned in the past, sometimes things that seem very simple on their face end up being quite complicated behind the scenes. The other staffers in other departments work very hard, and I can assure you personally and from my 15+ years of experience here that there is SO much going on behind the scenes all day, every day -- it's a constant bustle behind the curtain.

We appreciate everyone's feedback, patience, and generally good humor with our ups and downs. :) Thank you.