Warning: Manual Santa Crate refunds removing free crate contents

[Fubear]

After waiting almost 3 weeks for my ticket to be actioned. My manual removal and refund finally went through this afternoon.

 

I have a spreadsheet that I use to track crate contents that I buy, so know EXACLTY what needed to be removed. To be clear, I asked for all the crates I purchased (40 Mega) to be refunded and have not bought any additional crates for cash or doubloons from the premium shop.

 

Looking at my account I immediately noticed the following missing that were not from the crates I wanted refunding:

 

• 500 Doubloons
• 100K Free XP
•  Makarov
• Viribus Unitus
• EDIT: Approx 30x New Year Streamer Camo

 

I know that I got the Makarov from the crate from the final day of the Advent Calendar, and the Viribus and 500 doubloons from other free crates given out over Christmas.

 

It looks like they have removed all Santa Crates that have been opened regardless of where they came from, and not just the 40 Mega crates I asked to be refunded. I expect I am missing all the camos and other goodies from crates received from the ongoing campaigns, missions and free code redemptions. 

 

Please everyone waiting on manual refunds, take screenshots of your doubloons/FXP/Camos/Flags to make sure that WG aren't removing the items that you have earnt as well as the ones you bought.

 

To say I am upset at this is an understatement.

[DFens_666]

Did they say they have to do a rollback? Then it makes sense ofc, when they had to use an old version of your account to remove everything from the crates, and thus removing everything you dot during that period aswell.

[Fubear]

2 minutes ago, DFens_666 said:

Did they say they have to do a rollback? Then it makes sense ofc, when they had to use an old version of your account to remove everything from the crates, and thus removing everything you dot during that period aswell.

 

No, I specifically asked for a manual removal, and provided the full list of items in the ticket that I received from the 40 crates that I wanted refunding.

 

I still have things on my account that I earnt since buying the crates, such as buying the Strasbourg and grinding through the Fletcher to unlock the Gearing last week and unlocking the Bismark yesterday.

 

They have simply taken too much, I don't know why they took my FXP, I maybe got 10K from free crates but they removed 100K. I'm close to the Smaland so am paying attention to how much I have in case I want to buy FXP while the offer is on.

[invicta2012]

So you *do* want a Makarov?

 

This tune's for you...

 

 

[Mad_Dog_Dante]

The rollback seems a standard fix now apparantly. I asked to undo a conq purchase for coal and steel in made in error. 3 free crates that I had, unopened, dissapeared after they helped me. I didnt mind as I stopped playing when i made the mistake, but rollback seems to be the quickfix for styff like this now.

[Fubear]

3 minutes ago, invicta2012 said:

So you *do* want a Makarov?

 

I only bought Mega crates, which don't have the Makarov on the shortlist. I got a Yudachi and Duca from my premium crates.

 

The Makarov came from the free crate we got on Christmas Eve from the Advent Calendar, I thought it was an ironic Christmas gift.

 

Support had no reason to remove the ship from my account as part of the refund.

[Fubear]

2 minutes ago, Europizza said:

The rollback seems a standard fix now apparantly. I asked to undo a conq purchase for coal and steel in made in error. I had 3 free crates that I had, unopened, dissapear after they helped me. I didnt mind as U stoppee playing when i made the mistake, but rollback seems to be the quickfix for styff like this now.

 

This was a manual removal, not a rollback. I seem to have most of the stuff I have earnt over the last three weeks.

[invicta2012]

I'm teasing. I hope you can get through to Support and get them to understand their mistake - have you tried DM'ing the Community team here?

[Fubear]

3 minutes ago, invicta2012 said:

I'm teasing. I hope you can get through to Support and get them to understand their mistake - have you tried DM'ing the Community team here?

No, I don't use this forum very often.

 

Is there someone I can contact directly? I have updated my support ticket with the details, and asked for a list of the changes they made. I am fuming mad, and could do with some customer service love right now.

 

The important thing is for people waiting on refunds to take screenshots of their currency/ships/flags etc so that they can prove that things were taken that should not have bene so I am not the only victim here.

[invicta2012]

1 minute ago, Fubear said:

Is there someone I can contact directly?

You can try Crysantos or YabbaCoe - just include the names prefaced by @ and they should get the mention.

[GoGetLost]

Same thing, seems they just remove contents from the latest boxes instead of removing the things you actually refunded for.

[Fubear]

@Crysantos  @YabbaCoe Can you please have a look into this. There is at least one other customer here with the same problem and since the removals happened in the last few hours we may be the tip of the iceberg.

 

[Yamashiro42]

In my case they not only removed the stuff that dropped from the free santa boxes but also a ship (Lazo) that dropped from tier 7 premium container that I have won from an official WG giveaway...

[Yamashiro42]

2 hours ago, Fubear said:

@Crysantos  @YabbaCoe Can you please have a look into this. There is at least one other customer here with the same problem and since the removals happened in the last few hours we may be the tip of the iceberg.

YabbaCoe has already looked on my ticket and the refund earlier today and he confirmed there was something wrong with the list of removed items. Fortunately I had screenshots from the opening of the boxes I later asked to be refunded. Also he remembered when he was crediting me the giveaway prize (Lazo) and immediately noticed there was no reason for her removal.

On the other hand, it took over 5 exchanges with the support stuff for them to stop telling me everything was ok and finaly handling my ticket “to a Specialist”...

[SirDixie]

They closed my ticket for me. After assuring me that the system was fine despite me missing some stuff that should not have been taken, mostly Abruzzi. Despite me having to ask for my doubloons to be returned as well as  my Paypal money.

 

Why ask me what dates I want the stuff removing from if you're just gonna take everything that dropped from every crate?

[Fubear]

My ticket has been referred to 'a specialist' for review.

 

With all due respect to the job, first line support staff rarely have the big picture available and have to work with the information available to them and respond with their knowledge. Hopefully the message is coming down from a more senior source that there is a problem, so @SirDixie I can only suggest logging a new ticket if you cannot reopen the one that you have already made, and re-iterate that you are 100% sure that they have removed items they shouldn't, give the Abruzzi as an example of an item that absolutely could not have come from the crates being refunded, and politely ask them to take a proper look at the account and if they are 100% sure the ship should be removed then explain to you why.

 

I have been a full-time software engineer for almost 20 years; one thing I know for sure is that no 'system' is infallible and should be trusted blindly. They probably got a dev to write a script that queries a list of Santa Crate rewards between dates X and Y for account Z, saves it as a CSV/Spreadsheet to pass on to a customer service rep to remove all the items in the list from the account. It doesn't take much for the wrong date range to be entered, or to forget to filter the list just to the crates being refunded. Support would be correct in to say that they have accurately removed all of the items in the list, without considering that the list itself was incorrect (Although in my case I also think they accidentally typed an extra 0 and removed 100K FXP instead of 10K).

 

At the end of the day, I just want to put all this behind me without stressing out over trying to figure out what should or should not be in my account from memory.

 

[Jethro_Grey]

Just checked my alt-account.

Can confirm that, not only did WG refund the mega crates i wanted to be refunded, but also a second set of mega crates (8pcs) i did NOT ask to be refunded.

Fine by me, it was a California and random stuff anyways.

 

And it was a manual action, cause all the stuff i got in the mean time is still there.

 

It seems, WG delieberately removed everything, in order to prevent people from keeping the stuff they wanted and get the stuff removed they didn't.

Punishment for for calling WG out for trying to scam the community?

 

As i said, i don't care as long the money for the unwanted refund gets back to my bank account. Meanwhile, with the refunded dubloons for the stuff i wanted a refund for, imma gonna get Georgia with a discount.

[FixCVs_Nautical_Metaphor]

Don't know what else you guys expected from the company whose software isn't even able to determine the aspect ratio my monitor is set to.

[Maris_Piper]

38 minutes ago, Jethro_Grey said:

Punishment for for calling WG out for trying to scam the community?

This is probably one of the truest statements I've read on the thread, The Only Thing Wargambling is Sorry About is Getting Rumbled, will it Stop There Shenanigans, Hell No It'll just teach them to hide it better After all The Russian Bear does like a nice Balanced Transaction  

[Miscommunication_dept]

37 minutes ago, Jethro_Grey said:

Just checked my alt-account.

Can confirm that, not only did WG refund the mega crates i wanted to be refunded, but also a second set of mega crates (8pcs) i did NOT ask to be refunded.

Fine by me, it was a California and random stuff anyways.

 

And it was a manual action, cause all the stuff i got in the mean time is still there.

 

It seems, WG delieberately removed everything, in order to prevent people from keeping the stuff they wanted and get the stuff removed they didn't.

Punishment for for calling WG out for trying to scam the community?

 

As i said, i don't care as long the money for the unwanted refund gets back to my bank account. Meanwhile, with the refunded dubloons for the stuff i wanted a refund for, imma gonna get Georgia with a discount.

This making me concerned.

I asked for some to be removed but had fantastic RNG on my first set. Tempting to cancel my ticket....

[Todeskult]

I wouldn't expect anything different from WG... Typical soviet-style approach.

[YabbaCoe]

Guys, as Yamashiro mentioned, I look at his case as he approached me directly. I discovered, that during refund more stuff was refunded, than asked. As I can see there are more cases about that.

 

In this case, can you please write me here your ticket IDs of that refunds where you think you were refunded incorectly?
I will pass this to our specialist.

 

Sorry for inconvenience

[SirDixie]

Thanks @YabbaCoe

 

My ticket was ID: 128113517.   I.D: 128113517

[Fubear]

Thank you very much for a response @YabbaCoe

 

My ticket number is 128114499

[Close_Quarters_Expert]

Just got sent this from WG. The account dropped a handful of signals/camos and a tiny bit of coal from 20x crates (which I'd asked for the refund on). My girlfriend has barely used this account since and definitely not enough to accumulate this much alteration; she just doesn't play much. Hence, WG are asking for 17,000 dubs for absolutely nothing taken, used or removed. I doubt there was even 5,000 dubs worth of goods in those crates. @YabbaCoe I don't expect a resolution to this (in fact I'd rather not get one in light of what's happening so I'm not leaving the ID), but just to raise awareness of the scale of the problem I'm posting this here anyway in the hope it may help find what the overall system glitch is that you're clearly experiencing.

 

Edit: in light of how many people in both my clan and on this forum who are experiencing the same kind of thing, I've cancelled my own tickets as well as the one above. I bought over 700 crates this year and really don't want stuff getting removed that shouldn't be. I'd advise others to do the same.