Support Concerns

A brief description on how this concern came about: I purchased the wrong supporter pack, intending to get the one with armor yada yada, thought to myself idk maybe I’ll hold this L and deal with it until I accidentally bought Kirac’s vault pass (it’s not technically a dark pattern afaik, but on controller it’s far too easy to be baited into accidentally purchasing it). So, I messaged support via email.

A) yeah, insert generic complaint about support taking a little over 3 weeks to respond at all, and it’s since been an additional 3 weeks without follow-up. I get they’re swamped; I still think this delay is absolutely insane. Game is good so I’m gritting my teeth, and I’ve messaged them many times before. Generally they’re fast, nice, and kinda cool people. So I’m trying to use some grace.

B) the real concern, when the support agent responded to me, they asked me to confirm my username with 4 digit denomination, a few character names, and either steam transaction#/xsolla depending on what I’d used it for. I was so irritated at how long I’d waited I forked over the information.

Now that I’ve thought about it for a while, it feels like the perfect storm to be socially engineered into being compromised. And PoE has their own transaction ID’s, my email is associated with my main account, I find it all very suspect. Especially after hearing Jonathan on that stream with Ghazzy and DarthMTX, it sounds a little parallel to other accounts being compromised recently.

Is this standard procedure?

I can appreciate the standard template reply but what I’m most concerned about is the specific questions that were asked in the reply. As soon as you’re able to staff a human being to read this forum post I would appreciate some indication as to if what I described is standard procedure or not. If I’m compromised I’d like to be able to take steps immediately to prevent further damages.

Still no response from support. Currently waited ~8 weeks for a resolution, over a month since last contact.

Does anyone even get support replies anymore? But yes I was asked for the same things just without the transaction number or whatever. Just username with 4 digit denomination, a few character names from poe 1 and poe 2 I think (that was over a month ago but I think I remember correctly). After I sent that as a reply I wasn't getting any more mails from the support, got ghosted in the middle of my ticket support.

Same here, still no follow-up after the initial attempt to capture my transaction information. I’m specifically concerned around them asking for XSOLLA/Steam Transaction #, since that seems unnecessary and irrelevant if they use their own transaction IDs (which they do) and seems a bit suspect to me.

Anecdotally, I’ve read a few Reddit posts claiming they’ve seen responses about “urgent” issues being responded to in a few weeks. I’m not sure what constitutes urgency in a video game (and disqualifies another) but we’re approaching 2 months without meaningful contact.

Frankly I’m reaching the end of the period I can legally charge this back no questions asked, and I’m starting to not really care if I get soft-bricked for it. Feels pretty bad to be a PoE1 player right now.

Yep. Still no reply as we near the three month mark. Fuck this game, I’m done.

Charging the purchase back and never playing this game again. AGS has better customer service right now.