Clarification on Account Unlock Process

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JC_GGG wrote:

I'm afraid we don't have an average time to process that we can provide. Even if we did have this statistic it would be unhelpful to the majority of players waiting for responses, as some issues may be able to be resolved more quickly than the average of all possible issues while others might take longer, giving players misleading expectations.

Please be assured that our team is working as quickly as possible and will get back to you if you've contacted us via email as soon as they are able to do so. I recommend making sure to read the responses fully so that when you reply back with any requested details that you do not miss providing any requested information as this would result in possible further delays in resolving any issues.

Thank you for the clarification. It’s disappointing to hear that no averages or general guidance can be provided, but I understand your reasoning. I’ll take note of this information and hope that the team continues to work through the backlog as efficiently as possible.

For those of us waiting for weeks or longer, it’s a difficult situation, but I appreciate the response and the effort being put in.

From my perspective, I would like to propose the idea of adding a case tracking system on the website for customers with locked accounts. This would allow users to check the status of their cases directly on the site, such as "Under Review" or "Resolved," without needing to contact support frequently.

Benefits of the Case Tracking System:

Reduces Repetitive Inquiries:
Customers can check the status of their cases on their own, without needing to contact support repeatedly.

Reduces Waiting Anxiety:
Customers will know that their issue is being addressed, which helps manage expectations and reduces unnecessary stress.

Increases Customer Satisfaction:
Customers will feel that their concerns are being addressed promptly and consistently, improving their overall satisfaction and trust in the service.

Implementing this system could help reduce repetitive inquiries and provide more transparency, giving customers confidence that their issues are being addressed.

If you'd like to discuss this idea further or if I can assist in any way, I’m happy to help!

Thank you...