Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a paying Elder Scrolls Online player via console. I have no problems playing on my console however I cannot log into the website and every answer to the security question does not work and support does not want to help me recover that account. My email is very clearly my email and has been for years. I would like help being able to log into the Elder Scrolls website or a very very thorough explanation as to why they cannot verify my identity. It is very frustrating to take the leap to being a paid member only to have support say they cannot verify my account. Thank you.

  Customer Answer

  Date: 08/27/2023

  Hello,

  The complaint has been resolved by the business. I am completely satisfied with the response from customer service and wish to withdraw my complaint. 

  Thank you! 

  Business Response

  Date: 09/01/2023

  Dear *****************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding recovering access to your game account.
  In your Customer Support case with reference number *************, our Customer Support staff reset your accounts recovery information on August 10th 2023. You responded to us in that support case to confirm that your access to the account had been restored. Because your issue was resolved in this support case, we currently consider this matter resolved on our side.
  If you have additional questions or concerns regarding your case, you can reopen it by replying to the last email from Customer Support, or by visiting ****************************************** remember to create only one support case per issue, as creating multiple cases may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.
  

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bethesda stated in their help section that a fallout 76 character may transfer a save between **** **** **** and *****. I was playing game on **** **** and purchased multiple extra content and invested hours into the game but due to **** **** streaming issues the game was unable unplayable a majority of the time. So after looking at the Bethesda help section I saw where it says a character may be transfer between ***** and ******** on pc (which is what I was doing, paying fallout 76 via **** **** on **** browser.) I decided to purchase fallout 76 on *****. Upon doing so I found that the games were not connected despite what was stated in the help section. They are now refusing to refund me for anything despite having to purchase multiple content twice now on top of losing days and days worth of character progression. I request a refund of anything purchased from fallout 76 Bethesda through **** **** (one month of fallout 1st and a set of 2000+ Atoms) Following are images showing that both **** and ***** are linked to Bethesda, shows me playing both games at same time on the same PC, and finally all purchases made through **** **** for fallout 76 ( all of which I’ve already repurchased so I can play via ***** where the game actually functions correctly)

  Business Response

  Date: 07/20/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding Fallout 76. We understand you have a concern regarding the transfer of game progression from one platform to another.
  Users who play the ** version of Fallout 76 will retain their characters, progress and items whether they play on the **** App for ******* or ***** versions of the game. However, games streamed to a web browser using the ****** service provided by **** are playing on an **** console version of the game, and progress is not transferrable between ** and console versions. As such, if you have been streaming the game to a ** instead of installing the game locally on it, your progress will not be transferrable to the ***** version.
  If you desire a refund for your purchase, you will need to reach out to **** or ***** customer support in order to refund the version of the game you no longer wish to play. We are unable to offer refunds directly for purchases made at either **** or *****.
  If you have other questions or concerns, you may open a new support case at ***************************************. Please remember to open only one support case per issue, as multiple cases may delay our support centers reply to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer Answer

  Date: 07/26/2023

  this outcome does nothing to compensate me for their miscommunication. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company flagged my account for cheating in one of their games. They have given me no proof. They will not tell me what was flagged, on what day or time. I keep getting copy and pastes answers that there was a investigation and my account be stay suspended indefinitely. They have not proven anything to continue to suspend my account. I paid for services that they refuse to credit since the suspension I was not able to utilize the services I paid for. They have stolen money from me. I have done my own investigation and there are a large amount of their customers who are going or have gone through the exact same things. With the exact same experience I am having. This company is committing fraud and lying about. I want better communication and actual people who can answer my questions to properly investigate. ****************************************************************************

  Business Response

  Date: 05/30/2023

  Dear ***********************,
  
  Thank you for reaching out to us regarding Fallout 76. We understand you have a concern regarding the suspension of your game service account.
  On April 6th, your account was suspended for violating our Code of Conduct. Per the Code of Conduct, which you agree to as a condition of using the game service, you agree that:
  
  You are forbidden from using any unapproved third-party applications, programs, scripts or any other game modifying mechanic used to change the game play experience on a ZeniMax game, Service, forum, or other games or services provided by ZeniMax, including the distribution of said programs via ZeniMax Services, sites, forums, communities, etc. This would include but is not limited to using or distributing speed hacks, aim bots,mouse controllers, spam bots, automated game play devices, etc. Third party applications are defined as any program, application or script written by an individual, company, corporation, or private party not employed by or contracted to perform services by ZeniMax.
  
  As it was determined that your game client was modified in unintended ways by third-party software, your account was found to be in violation of the Code of Conduct. Please be aware that simply playing Fallout 76 on a Steam Deck will not cause an account to be flagged this way.
  Per the Terms of Service, which you have also agreed to as a condition of using the game service, you agree that ZeniMax has the right to restrict, suspend, or terminate your account for any violation of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at ***************************************************************.
  Your appeals of this decision in your Customer Support cases with reference numbers ******-******, ******-******, ******-******, ******-******,******-******, and ******-****** have been denied, and currently we consider this matter resolved on our side. Additional appeals will not be considered. If you have questions or concerns regarding a different issue, you may open a new Customer Support case at ***************************************.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/23 in the afternoon (CST) I logged on to Elder Scrolls Online and did some Jester's Festival event quests. I PICKED UP one more event quest, but did not complete it. I logged on 4/2/23 and completed the quest from the previous day, and received the customary gold event box for the first event quest completed THAT DAY. On completing your first event quest for the day, you are also supposed to receive 3 event tickets, which are an in-game currency used to purchase special cosmetic items. I did NOT receive my event tickets with my gold box. I was confused by this and did another quest just in case. I received a purple event box, but still no tickets.I contacted support within the hour and informed them of what had occurred. Attached are screenshots of the interaction. They tried to tell me that there was some weird time difference because their servers are based in Central US time, and the system is telling them I completed the quests a full day later. This was a bewildering answer, because I am ALSO in Central US time (CST). And even assuming that maybe I had just missed a day (which, I assure you, did NOT happen), that STILL doesn't explain why I wasn't awarded 3 event tickets a FULL DAY after the last time I did! I tried to explain to them how this isn't possible, they just kept insisting their records are correct.My suspicion is that they are purposefully being obtuse to avoid awarding me an item that they could potentially make me PAY for with real money. But I didn't set up an event that awards items on participation, they did. I fulfilled their requirements for rewarding the tickets, but now they don't want to acknowledge the error was on their end, and they just want me to eat the loss. This isn't fair.I am currently working towards providing more proof that I was online and had completed a quest on the 2nd of April, but I am opening this ticket in the hopes that we can just wrap up this mess before the event ends.

  Business Response

  Date: 04/19/2023

  Dear *************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the receipt of in-game items.

  In your Customer Support case with reference number ******-******, our support representative confirmed that the missing event tickets were added to your account in their response to you on April 3rd.Because the items in question were added to your account, and because you replied expressing your satisfaction with the resolution to your support case,we currently consider the matter resolved on our side.

  If you have additional questions or concerns regarding your support case, you may either reply to the last email you received from Customer Support or visit *********************************** to reopen your case. Please remember to only open one support case per issue, as multiple cases concerning the same issue may delay our Support Centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer Answer

  Date: 04/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2022 I switched my monthly subscription to ESO Plus to a yearly. These subscriptions come with perks such as crowns. I have not received any crowns from this since my purchase. It cost me $139.99 and I have contacted both Bethesda and ********** customer support and have only been given the run around.

  Business Response

  Date: 03/17/2023

  Dear ***********************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the fulfillment of your annual membership benefits.

  In your Customer Support case with reference number ******-******, you were informed that the virtual currency you receive as a benefit of your annual membership is applied at the time of purchase. As a result, twelve months worth of currency was credited to your account at the time of purchase on November 19th 2022. This was communicated to you in the last reply you received from our Customer Support staff on March 5th 2023. Because you have not replied to this communication and because the virtual currency in question had been successfully credited to your account last year, we currently consider this matter resolved on our side.

  If you have additional questions regarding this issue, you may respond to the last email you received from Customer Support, or visit *********************************** and access your support case there. Please remember to only create one support case per issue, as multiple open cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenimax ignores serious violations of their terms of service. I have previously been stalked by ****** who changed his gamertag to *********. I no longer feel safe playing the game. I even had to spend a lot of money to change my characters alliance to try and get away from him. He would still constantly teabag (a character doing their ********* into another's mouth) and using emotes to simulare having *** with your corpse. i recently asked him again to stop harassing me and he bullied me again asking things like do i intimidate you. I asked him about 20 times to stop harassing me.  He refused. I asked this to be forwarded to a supervisor seeing i had previously been stalked and harassed by him. Zenimax ignored my request. Zenimax policy is if a player harasses you you have to ask them to stop which opens you up to more harassment. They still will not do anything at this point. I have asked some players to stop teabagging me in excess of 10 times but the harassment continues. They will suspend others accounts for using emotes however. They also require you to upload videos to ******* to report people and these players follow you there and harass you on *******. Players will also bully you in zone chat because you don't teabag and threaten you and tell you to teabag. There is also lots of hate speech such as joking about being black people up and nothing is ever done about any of this. Zenimax has created an extremely toxic environment by ignoring their own code of conduct

  Business Response

  Date: 03/01/2023

  Dear *******************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand you have a concern regarding an account that has potentially violated the Terms of Service.

  In your Customer Support cases with reference numbers ******-****** and ******-****** concerning the account in question, our Customer Support staff received your reports and conducted an appropriate investigation. It is not our support centers policy to disclose the outcomes of Terms of Service investigations to the reporting player, as has been communicated to you in your support cases. You have also been advised on methods to prevent offending players from communicating with you in the future. At this time, we consider the matter resolved, but if you continue to experience issues with an offending player, we encourage you to follow the same reporting process utilized in your previous support cases. The submission of screenshots or video evidence of the offending behavior will assist our support staff in their review of the incident.

  If you have other questions or concerns, you may open a new support case at ***********************************. Please remember to create only one support case per issue, as multiple cases regarding the same issue may delay our support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer Answer

  Date: 03/08/2023

  Again, you have created a toxic and abusive environment by not adhering to your own code of conduct.   Racist hate speech and sexual assault is rampant and common knowledge that support does nothing.     Your own supervisor rj suggests to alter the victims gamelab instead of dealing with the harasset.  Causing the victim of this behavior to miss out on alliance points and experience they earned.    The people who engage in this harassment d harassment do so knowing there will  be no real consequences and they do it again and again.   The well meaning people of this community
  knowthey will Have to just deal with hate speech,  sexual assault and all other kinds of heinous behavio r.   My complaint wasn't about those cases,  those were just a few examples.    I guess not a surprise you didn't even take the time to readv the complaint
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 25th of January through 8th of February, 2023 Amount paid to business: € 291,90 What the business committed to provide me: Access to the game, 30 days of premium access, various assorted virtual goods. What the nature of the dispute is: Denial of service and abuse of ToS. Wether or not the business has tried to resolve the problem: No. They ignored and closed the support ticket sent by me. Account ID: @********* I know this issue is miniscule to many other issues complained about. This however is a matter of principle. The way they conduct business is theft in everything but name.

  Business Response

  Date: 02/22/2023

  Dear *********************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the temporary suspension of your game service account.
  Upon the review of your accounts 72-hour suspension on February 21st, our customer service staff determined that the suspension was erroneously applied to your account and lifted it. Additionally,72 hours worth of ESO Plus membership time was applied to your account as compensation for the disruption of service. At this time, we consider the matter resolved.
  Please note that in your original communication with us, you submitted a feedback form instead of opening a customer support case. While feedback is forwarded to the appropriate teams for review, feedback submissions do not typically receive replies from customer support, which is why it appeared that your communication had been closed without a response. If you have additional questions or concerns regarding your account, you may open a customer support case by visiting ***********************************.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first submitted a support request ticket on Jan. 11, 2023 and it took several days to get a response. Which the response was a denial for my request. Then I was told that I could request an exception. Which I did. And again, it took days to get a response. And the response was a rudely given. I even asked if there was any way I could find out when an item was coming back to the store and they refused to tell me if it was or will be and then immediately closed the ticket. Something tells me that if they were just going to deny my request and refuse to give me information, that could have happened within a much shorter amount of time.

  Business Response

  Date: 02/10/2023

  Dear *********************************,
  
  Thank you for reaching out to us regarding The Elder Scrolls Online. We understand that you have a concern regarding the availability of virtual goods in the game, as well as a concern about the handling of your Customer Support case.
  In your support case with reference number ******-******,you requested the opportunity to purchase a limited-time item from the in-game store after it was no longer available to purchase. In that support case, you were informed that Customer Support was unable to provide the item in question.Later in this correspondence, you requested to know when the item would be made available for purchase again. Our Customer Support representative replied to inform you that we cannot speak on when content will be added or returned to the game, however we do have a monthly blog of upcoming Crown Store content on our official website. After this communication, the support case was closed as your request could not be accommodated.
  Upon reviewing the support case in question, we believe that your case was handled appropriately by our Customer Support staff and currently consider the matter resolved. If necessary, you may automatically reopen a resolved support case by replying to the last email you received from Customer Support staff, or by visiting ********************************* may also open a new support case if you have questions or concerns unrelated to this issue. Please remember to create only one support case per issue, as creating multiple cases may delay our Customer Support centers response to you.
  
  Thank you,
  ZeniMax Media Inc.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a one-year subscription service for an online game. Seven days after my purchase, they disabled my subscription and falsely accuse me of violating their policy.

  Business Response

  Date: 10/18/2022

  Dear *******************,
  
  Thank you for contacting us regarding Fallout 76. We understand that you have a concern regarding disciplinary action taken against your game account.
  In an email sent by Customer Support on October 7th 2022, you were informed by our Customer Support team that your game account had been permanently deactivated for violating our Code of Conduct. Per the Code of Conduct, which you have agreed to as a condition of using the game service, you agree that:
  
  5.1 You are forbidden from using any unapproved third-party applications, programs, scripts or any other game modifying mechanic used to change the game play experience on a ZeniMax game, Service, forum, or other games or services provided by ZeniMax, including the distribution of said programs via ZeniMax Services, sites, forums, communities, etc.
  
  As you were identified to be modifying the game play experience with an unauthorized application, disciplinary action was taken against your account.
  Per the Terms of Service, which you have also agreed to as a condition of using the game service, you agree that ZeniMax has the right to restrict, suspend, or terminate your account for any violation of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at *************************************************.

  Your appeal to Customer Support to reverse this decision in your support case with reference number ******-****** was denied, and currently we consider this matter resolved.
  In the support case, our Customer Support representative also offered to assist you with requesting a refund for your recent membership purchase. If you would like this assistance,you may respond to the last email from Customer Support regarding this case, which was sent on October 17th. As your purchase was made via ***** Corporation’s Steam service, you may also request a refund from this retailer directly.
  If you have other questions or concerns, you may open a new support case at *************************. Please remember to open only one support case per issue, as multiple cases may delay our support centers reply to you.
  
  Thank you,
  ZeniMax Media Inc.

  Customer Answer

  Date: 10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I used a program to view the data to see if it could be used to detect cheaters in the game mode Nuclear Winter.  Cheaters were reported but it did not appear that the company was doing anything about it, as if they didn't care.  Weeks later, these same cheaters were still playing and still cheating.  Reasoning that a mouse has a maximum velocity, but aim-bots don't, I was trying to see if I could find data myself that would reveal evidence of aim-bots.  My satellite internet had too much latency to accurately detect this so I gave up on it.  I only viewed data, I did not modify the game mechanic in any way, I only searched data.  They can argue that attaching to the process is modifying the game but ***********() is a standard ******* *** function that is available to all.

  The reason I believe ZeniMax stole my money is because they waited around 2 years to have a problem with me using Cheat-Engine.  It was over 700 days from the time I committed this so-called crime to the time I was suspended.  However, it was only 7 days after I purchased ~$135 of in-game content including a 1-year subscription, before I was suspended.  Naturally, I think it was something I did recently that caused my suspension, not something from ~2 years ago.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:09/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 03.06.2022 After i play the Game Elders Scrolls Online for almost 8 years, i was suddenly banned with no warning by the accusation of cheating. Over the 8 years i did play the game, i spend a lot of time in the game and i pay the company hundreds, if not thousand of dollars, in form of subscription and by buying items from the ingame schopp. I find their action against me was not right and exaggerated because:1. other players accused just like me, were later unbanned, this happend over and over since the game was lunchend. 2. no proof whatsoever was provided to me that i was doing something wrong. 3. no Gamemaster or other players ever reported me of doing something wrong in the game.I believe all players should be treated equal. I expect my account to be unbanned. My account ID: ***** My ******* ************************* Regards ******

  Business Response

  Date: 09/27/2022

  Dear ****** ***************************,
  
  Thank you for contacting us regarding The Elder Scrolls Online. We understand that you have a concern regarding disciplinary action taken against your game account.

  In an email sent by Customer Support on June 2022, you were informed by our Customer Support team that your game account had been permanently deactivated for violating our Code of Conduct. Per the Code of Conduct, which you have agreed to as a condition of using the game service, you agree that:
  
  5.1 You are forbidden from using any unapproved third-party applications, programs, scripts or any other game modifying mechanic used to change the game play experience on a ZeniMax game, Service, forum, or other games or services provided by ZeniMax, including the distribution of said programs via ZeniMax Services, sites, forums, communities, etc.
  
  As you were identified to be modifying the game play experience with an unauthorized application, disciplinary action was taken against your account.

  Per the Terms of Service, which you have also agreed to as a condition of using the game service, you agree that ZeniMax has the right to restrict, suspend, or terminate your account for any violation of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at *******************************************************.

  Your appeals to Customer Support to reverse this decision in your support cases with reference numbers ******-****** and ******-****** were denied due to the extent and scale of the violation, and currently we consider this matter resolved.

  If you have other questions or concerns, or if have an issue that does not pertain to this Elder Scrolls Online account, you may open a new support case at ***********************************. Please remember to open only one support case per issue, as multiple cases may delay our support centers reply to you.
  
  Thank you,
  ZeniMax Media Inc.

  Business Response

  Date: 10/04/2022

  Dear ****** ***************************,
  
  Thank you for your response. In regard to your concerns, please be aware that account deactivations and appeals regarding account deactivations are handled by our Customer Support staff on a case-by-case basis. In these reviews of your account, it was determined that account had violated the Terms of Service by modifying the game play experience with an unauthorized application, and so the deactivation was considered appropriate.

  Due to the extent of the violations, the decision of our Customer Support staff is that your account will remain deactivated, and that additional appeals will not be considered. Per the Terms of Service, which you agree to as a condition of using the game service, you agree that ZeniMax reserves the right to restrict, suspend or terminate your account immediately and without notice to you if you breach the Terms of Service. As such, we currently consider the matter resolved.
  
  Thank you,
  ZeniMax Media Inc.

  Customer Answer

  Date: 10/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: no evidence was presented to me to sustain the accusations
  

  Greetings, 

  Thank you for the response.

  Until now, i still receive no evidence whatsoever from your part  to sustain the facts u causing me for.

  For all the time (almost 8 years) and money i spend on the on this game, it is clearly, my account u have deactivated is important to me and i don't wanna lose it just because a Program on your part was not function property.

  The **Mail from below, u send it to me, proves that programs sometimes don't work as intended. Even my phone number was correct, all u had to do was to type it, a program witch u are using has prevented u to receive it:

  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  The Elder Scrolls Online Team response on 06/21/2022 03:22 PM

  Greetings,

  Thank you for the follow up reply. For security purposes the formatting of your number prevented it from being received. In order to proceed please provide your phone number again however in the following format.
   
  XXXX XXXX XXXX XXXX
   
  After we have properly documented your contact number we can set some time aside for a member of our management team to reach out to you.
   
  Regards,
  The Elder Scrolls Online Team
  
  Customer response on 06/21/2022 03:08 PM
  

  Hi
  
  since i got no answer from u, i don't know if u got my last **Mail. Question Reference # ******-******
  
  My name is ****** ***************************.
  My phone number is **** XXXXXXXXX.
  We can speak Thursday, 23.06.2022, between 11:00 AM ET and 2:00 PM ET or Friday, 24.06.2022 between 2:00 PM ET and 4:00 PM ET
  Send me plz a confirmation that u did receive my E-Mail
  Thank u to be willing to speak with me.
  
  ******

  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  I will respectfully ask u to answer the questions i asked in the E-Mail i send u last time. For all the money i pay u i believe i deserve a clear answer and not a evasive one.

  1. What were at the moment of my ban accusations, 03.06.2022, the guidelines that lead to an account been permanently deactivated?
  
  2. How did u define, at 03.06.2022, 02:39 PM, ``the extent and scale of the violation`` witch lead to permanently deactivate my account? 
  
  3. Did a real person see in real time, in game, and documented any of my characters using any unapproved third-party software like this *********?
  
  4. What evidence u have against me?
  
  5. From the lunch of the game, to the present day, were players accounts that were accused of cheating, with similar accusations like mine, been permitted to return to the game and have not been permanently deactivated?
  

  The action against me was wrong, you are accusing me of doing something whiteout providing any evidence, players accused, like myself, got accounts reactivated ( "account deactivations are handled by our Customer Support staff on a case-by-case basis" Email 10/7/2022).

  I believe there are no guidelines for deactivating accounts, witch is again wrong, since we spend money and time on your product and deactivating accounts should not be a matter of "Luck".

  I expect u to reactivate my account or refund the money i spend over the years to your company. 

  Regards,

  ****** ***************************