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:08/09/2022

  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.

  I've been a cleint of ZOS for the past 5 months. I used a third part software and was banned. My appeal was rejected, and the banned stayed. However, there are many other users who have similiar, or worse, behaviors that have had their accounts returned to them. Hence their treatment of me is unfair, and has no guidelines around it other than "amount of times used". I'm appealing here for either the money returned for the year's subscription or my account to be reinstated with a warning, like many others.Thanks for the help,****

  Business Response

  Date: 08/17/2022

  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 ********, 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 https://account.elderscrollsonline.com/terms-of-service.
  Your appeal to Customer Support to reverse this decision in your support case with reference number 220603-003462 was 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 https://help.elderscrollsonline.com. 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 ****

  Customer Answer

  Date: 08/20/2022

  [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: 17691461

  
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  

  There have been multiple posts on Reddit of other users, who are accused of the same thing, that have been allowed back. My treatment of being permanently banned is unjustified. Zos has mentioned several times they always give users a warning or probation before doing a permanent ban. I reject this excuse and would like to proceed further, with your help.
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/05/2022

  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 was a client of theirs for 3 years, used third party software, was banned and then lost an appeal while other users with much more severe behavior are posting emails of being allowed to return. Hence their treatment of me is unfair, has no guidelines around it other than amount of times used which can easily be a faulty system if you crash a lot and I want a refund of the 3 years of money spent or the account returned with a warning like others received

  Business Response

  Date: 08/18/2022

  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 ********, 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 breach of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at 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.
  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.

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising 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.

  Customer since inception of online game in 2014, spent thousands of dollars. Valuable account with an immense amount of time and emotional investment recently banned for third party software. Zenimax admittedly and in writing is arbitrarily choosing who to ban for the same software, not in any way documented in their terms of service or any previous agreement. Players with much more severe abuse ( real money traders ) are being allowed to return with only a warning while someone such as myself who had no negative impact on the community, actually greatly contributed to it, is permanently banned, thus losing an incredibly valuable account as a customer. We have photos of email correspondences both with myself and with abusive users who were allowed to return showing random results. I had a phone call with a CS rep, Terry, who had zero guidelines about who to choose to ban and why other than "amount of times the program was used" which again is not only supported in any agreement or associated documents but based on flakey information and statistics. A user could literally crash 20 times during a login and fall into such a category. I want my entire investment since 2014 or account returned, we will pursue serious legal action if not remedied. I am in agreement to discontinue use of such software despite the fact that the topic of which monitoring such software is actually quite suspicious on their end ( how do they know what my PC is running - is this a privacy violation?? ) if account is returned. This is DEEPLY UNFAIR treatment. Please help - BBB has always been solid in my lifetime!!! Thank you.

  Business Response

  Date: 08/16/2022

  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 3rd 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 breach of the Terms of Service or its Supplemental Terms. Please review the Terms of Service in full at https://account.elderscrollsonline.com/terms-of-service.
  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.
  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 https://help.elderscrollsonline.com. Please remember to open only one support case per issue, as multiple cases may delay our support center’s reply to you.
  
  Thank you,
  ZeniMax Media Inc

  Customer Answer

  Date: 08/20/2022

  [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:
  
  This robotic response that doesn’t even address the core of this complaint is precisely the type of unprofessional and unfair treatment that many of us are seeing right now. It’s also embarrassingly redundant. We know when the account was banned and why. That’s been established repeatedly. What we don’t know is why players that run hundreds of virtual farming accounts on one PC and even entire RMT organizations that use the exact same software to drastically abuse the economy and game for real life monetary gains are being allowed to return with just warnings or suspensions. This is unfair and seemingly random treatment. Also, as you can see from their response they aren’t even reading these complaints and responding to that point. I expect to be treated the way that they are treating far worse offenders -  given a warning or a temporary suspension. 
  

  Regards,
  
  ***************************