My Battle with POL (UCS-1104, 60257, 5111)

[Raytheon]

I've been battling with POL for the last week trying to get my payment information updated and my content ID's reactivated. Needless to say, POL and POL customer support are terrible (Working as intended).


Please hold for the next available agent to assist you. To better assist you, please have the following information readylayOnline ID,Full name on the account,Date of birth,PlayOnline registration code,First 4 and last 4 digits of the CC.
You have been connected to Agent Chris F..


Colt : Chris, let us do battle...
Agent Chris F.: Hello, Colt, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Colt : Take your time
Agent Chris F.: You are trying to update the payment information on the account but are receiving an error, is that correct?
Colt : Several, in fact
Agent Chris F.: What platform are you using? (PC/PS2/360)
Colt : I have the game loaded on my laptop, PC, 360, ps2, and ps3
Agent Chris F.: Are you using a Visa or a Mastercard?
Colt : Visa, it's everywhere you want to be.
Agent Chris F.: If submitting the card on PC, have you navigated to the website www.verifiedbyvisa.com, registered your card there and set a password?
Colt : That I have
Agent Chris F.: Do you happen to be using a wireless or satellite connection?
Colt : I've done both wireless and direct connection, as stated in my report.
Agent Chris F.: You would defiantly want to use a wired connection as the PlayOnline viewer does not support a wireless one.
Colt : Well it's not supporting a wired connection either apparently, as I've tried that with the same results.
Colt : And what aspect of the POL viewer is not supported through wireless?
Agent Chris F.: If you are receiving the UCS 5111 error you would want to simply wait 15- 30 minutes and try again, as that is a automatic block on the card from too many attempts that will go away with time.
Colt : Yes, throughout the last week of raging on the internetz, I've read that through various forums as well
Colt : Also stated in my report, that I've been waiting 30-40 minutes between attempts
Agent Chris F.: I would personally recommend updating the card on the XBOX 360 or PlayStation 2 since they do not require the 3D-secure system and should have the card go though with a higher success rate.
Colt : you DID read my report, right?
Colt : le sigh
Colt : Can I ask a question?
Agent Chris F.: I can understand that this can be frustrating, however if the if you are still receiving these errors, and you know the billing information is correct and the card is not being declined, the card should go though normally.
Colt : SHOULD being the key word my dearest brethren
Agent Chris F.: That error code can mean that the servers are busy, or it can mean that the authorization on the credit card provided was being declined by the financial institution.
Agent Chris F.: We do not have information on why your transaction may not have been approved. It is an automated system and you would have to go though it to get the information updated on the account. Again, I am sorry if this continues to be a problem for you. If you would like further information about this specific transaction decline, please contact your bank or financial institution.
Colt : So you're saying POL doesn't have the server infrastructure to handle a few thousand requests, while Blizzard can support roughly a million?
Agent Chris F.: I can understand how annoying this must feel but these suggestions should get you back on track or at least continuing to get this card information updated.
Agent Chris F.: If you would like to leave feedback for us you can do so on our support website.
Colt : I appreciate the suggestions, however they are the same suggestions I've received from POL reps for the past week, which I've implemented.
Colt : You realize the very system you have in place is preventing people from giving money to you?
Agent Chris F.: Unfortunately, we do not have a way to push through a card for you, all we can do is provide support and advice to our automated system. While I am aware of your issue and the ramifications of it we are trying to provide the best support possible for it. Again, you can leave support for the company on the website if you have more policy related concerns.
Colt : Chris, do you know what Troll Face is?
Agent Chris F.: Unfortunately I do not see how this is relevant to the case at hand.
Colt : I feel like POL has been Troll Face-ing me for the last week.
Colt : I realize this isn't -your- fault
Agent Chris F.: I am sorry you feel that way but you will want to try these suggestions we have provided and try again. I wish there was more that could be done for your particular case.
Agent Chris F.: Are there any other issues I can assist you with right now, Colt?
Colt : One more question
Colt : You have access to the same POL content I do, correct?
Agent Chris F.: I am not sure what you mean. We would be able to verify the information on the account or reset a password for you if you required, even provide you billing details after verification.
Colt : Can you explain why my account was deactivated in the first place?
Agent Chris F.: Unfortunately, your issue requires Tier 2 support. One moment please while I transfer you to our Tier 2 department and the next available representative will be with you shortly.
Colt : I never requested termination of my account, or deactivation of my content ID's, yet, here we are.
Colt : Cool story, bro.
Agent Chris F. has left the session.
Please wait while we find an agent from the SEA FFXI Tier 2 OL department to assist you.
All agents are currently busy. Please stand by.
You have been connected to Agent Reuel.
Agent Reuel: Hello, Colt, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Colt : As long as you actually -read- it and not ask questions I've already answered in the report, like Agent Chris F did
Agent Reuel: Understood, please hold.
Agent Reuel: The reason your account was suspended was due to the fact that the automated billing system wasn't able to pick up the fee for the November billing period, billed on November 1st
Agent Reuel: Whenever this happens, the account is temporarily suspended until you can re-add a valid card back to the account (even if it's the same one)
Colt : Was the card actually declined?
Agent Reuel: Once you do this, you can reactivate your content IDs
Agent Reuel: Yes, we could not pick up the November fees from your card
Colt : Interesting....
Colt : Well, to the matter at hand,
Colt : I'm breaking my neck to give money to SE, and I'm basically being denied by POL and shooed by POL reps
Agent Reuel: Unfortunately if you're getting those two error codes, we cannot process a manual update for you
Colt : Not you in particular, but the conversation is young
Colt : I'm getting 3 error codes
Agent Reuel: I understand where you're coming from based on what was on the ticket
Agent Reuel: 1104 is unrelated as it's only telling you to update the CC before you reactivate your content IDs
Colt : 1104, 60257, 5111
Colt : I see
Agent Reuel: 60257 is the server busy error message
Agent Reuel: But 5111 is what we're concerned about
Agent Reuel: That states that the card is unusable due to some hold put in place by the financial institution
Colt : I only get the 5111 after spamming the update button
Agent Reuel: Either they're flagging the card/our company as a gaming/gambling institution
Agent Reuel: Or they're not accepting the $1 authorization charges
Colt : I'll get 60257 2-3 times in a row, then 5111, after I get the 5111, I wait 30-40 minutes
Agent Reuel: "You cannot register this card as your current payment method.

Please register a different card or contact your card company." is specifically what 5111 says
Colt : Correct
Agent Reuel: The information I gave you is the internal definition for 5111
Colt : Let me ask you this,
Colt : In what instance WOULD you be able to do a manual update?
Agent Reuel: There's only one UCS-XXXX error code that allows us to do a manual update
Agent Reuel: Unfortunately I cannot tell you what that code is, and the codes you gave me are not authorized for a manual update
Colt : Ok, here's what we'll do. You tell me the code, I'll wait an hour, then contact someone else.
Colt : What about my friend, Mr. Washington...
Colt : Ok Reuel, I'm pickin' up what your puttin' down
Colt : I'll contact the bank (again) and pester them for awhile
Agent Reuel: Ask them specifically if the $1 authorization charges are being approved
Agent Reuel: And that Square-Enix is not flagged as a gaming/gambling institution or any similar flags that would prevent normal billing
Agent Reuel: Please try that, and if you still have trouble sign back on with us again so we can continue to assist you.
Colt : Affirmative
Agent Reuel: Thank you for visiting the SQUARE ENIX Support Center, Colt! Take care and hope to see you online!
Thank you for using our SQUARE ENIX Support Center chat line. Take care and hope to see you online!
Your session has ended. You may now close this window.


tl;dr: POL can't do anything for you unless you have the magical code that allows manual update of your account info. We must find this code.....

[Byrthnoth]

1) Go to your credit card statement and check for a 1 dollar charge from SE. It is customary for online banking to remove and deduct a $1 fee when they're given CC info to verify that the info is correct, regardless of whether or not you purchase anything. I know at one point SE added a dollar to my account and then neglected to remove it, which let me figure out where in the process something had messed up.
2) Call your credit card company and ask them if there have been any attempted charges from (whatever SE shows up on your credit card statement as). Make absolutely sure they aren't flagging transactions from SE as fraudulent. Make it clear to them that you would like to accept charges from SE.
3) Don't try to do an update during registration server maintenance.
4) If you're getting the busy code then log out and try to update from a different platform. If you have FFXI on the PS2, I would recommend it for changing your info.

[Raytheon]

Thanks for the suggestions Byr, I'll try on my PS2 tonight. Gonna take a year to update that poor guy though lol.

I keep checking on my online bank account for the 1$ charge but it never goes through. It worked fine up until this month, I can't understand why my bank would suddenly decide to stop allowing charges from SE now...

Also, with my Chase bank card, I did the Verify by Visa option, which you put your password in and authorize the charge right there on the spot. It would be strange for the bank to decline a charge you specifically authorized, but I'll give them a call.

Thanks again for the help!

[Altariel]

I ended up quitting the game due to the same shit and them refusing to take my money. Strange thing is that I can't see how they spend less time ARGUING with people instead of just manually charging them. They did the same shit to me, unless you have some magic code they just tell you the same shit, but they have made it clear that it is certainly possible for them to manually charge you.

[Raytheon]

EXACTLY! I don't understand how a company has survived, much less prospered, that's so inept when it comes to customer service. It's simply mind-boggling...

[Raytheon]

Part 2:


Please hold for the next available agent to assist you. To better assist you, please have the following information readylayOnline ID,Full name on the account,Date of birth,PlayOnline registration code,First 4 and last 4 digits of the CC.
We apologize for the inconvenience, we are experiencing a high volume of contacts at this time. Feel free to visit our knowledge base again for additional assistance.
You have been connected to Agent Nehemiah.
Agent Nehemiah: Hello, Colt, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Nehemiah: How are you doing today?
Colt : Raging
Colt : Howabout you?
Agent Nehemiah: I'm doing well, thank you for asking. I'm sorry to hear that you are upset.
Agent Nehemiah: Please, tell me more about your issue.
Colt : This problem is directly affecting my health, as it has me smoking more than usual
Colt : Well, I'll get through the payment information steps ok, but when I click on the button that brings up the web browser to verify payment, "Program has stopped responding." then it closes POL
Agent Nehemiah: Are you having issues with the 3D Secure page when you attempt to register your payment information through the viewer?
Colt : Yes, it crashes POL when I click on it
Agent Nehemiah: Is your card 3D Secure compatible?
Colt : I wouldn't know that
Colt : It's got a VISA logo
Agent Nehemiah: I see.
Colt : I was told people on the PlayStaion 2 platform completely skip this step
Colt : Is that true?
Agent Nehemiah: While it is not officially recognized, players have reported that they are able to skip that step by updating through the PlayOnline Viewer through the PlayStation 2.
Colt : Sadly I don't have that option
Agent Nehemiah: That is unfortunate.
Agent Nehemiah: You can see if your Visa card is 3D Secure compatible by going here: www.VerifiedByVisa.com
Colt : Is there any other way I can get through this verify payment stuff so I play?
Colt : ok hold on
Agent Nehemiah: If your card is eligible for that service then you will be required to register for it in order to use that card for payment.
Colt : understood
Agent Nehemiah: In regard to the PlayOnline Viewer closing out on you, I would advise uninstalling and reinstalling the viewer.
Colt : I did that yesterday
Colt : I actually bought the new Ultimate Collection yesterday because I lost my CD of my old copy, and didn't realize it until after I uninstalled POL and FFXI
Agent Nehemiah: Ah, I see.
Agent Nehemiah: Where you able to verify your card's eligibility?
Colt : I put my card number in, clicked next then it says, "The system is not available"
Colt : Maybe VerifiedbyVisa is broke?
Agent Nehemiah: I see. There may be an issue with Verified by Visa's website.
Agent Nehemiah: Yes, you took the words right now of my mouth.
Colt : hah
Agent Nehemiah: I would advise contacting them by phone to see if you can register you card that way.
Colt : well, if the site is having issues, am i completely boned on finishing payment registration to play?
Colt : Yeah I tried again,, "System is not availble"
Agent Nehemiah: One moment please, let me see what I can do for you.
Colt : Thanks so much!
Agent Nehemiah: I spoke with my supervisor and unfortunately I will have to ask for you to wait for the Verified by Visa website is back up before you try to register your payment information again.
Agent Nehemiah: I apologize for the hassle, I know this must be a pain.
Colt : That doesn't seem very fair. I'm being roadblocked by a system that isn't even involved with the game...
Colt : I realize it's not your fault
Agent Nehemiah: I understand, but if your card is 3D Secure compatible it must be registered for that service. If we can not determine if your card is compatible or not then we have to wait until we confirm it's eligibility.
Colt : I've been a loyal customer since 2004, it IS really frustrating to be shafted like this because SE decided to implement this VerifiedbyVisa crap
Colt : And if it's not 3D compatible?
Agent Nehemiah: Then you would need to record the error code that you received when you last attempted to update your payment information and contact the support center again.
Agent Nehemiah: We would be able to discuss your options further at that point in time.
Colt : You're obviously pointing towards manual information update, in which case, I don't understand why you can't do it right now in the first place?
Colt : I'm trying my other bank card now
Agent Nehemiah: We can only manually update payment information for a specific case.
Agent Nehemiah: We are able to determine if we can perform the manual update based on that particular issue.
Agent Nehemiah: Unfortunately, we are unable to determine if your issue matches the one required for the manual update because we do not know if your card is 3D Secure compatible.
Colt : ok, my credit union card didn't work, but my Chase bank card did
Colt : now what do we do?
Agent Nehemiah: Is your Chase card supported by Visa or Mastercard?
Colt : Visa logo
Agent Nehemiah: That is unfortunate because we would run into the same issue.
Colt : what do you mean?
Agent Nehemiah: I would need for you to confirm whether or not that card is 3D Secure compatible here: www.VerifiedByVisa.com
Colt : I thought I just said I checked my Chase card on that site and it worked
Colt : my Chase card works, my credit union bank card brought up that "System is unavailable" screen
Agent Nehemiah: Ah, I see. I misunderstood you. Sorry about that.
Colt : no problem
Colt : sorry trying not to be rude
Colt : this is just such a retarded hassle for no good reason
Agent Nehemiah: No worries, I did not take it that way.
Colt : ok good, sorry again
Colt : what I also don't understand, is I have my FF11 and FF14 accounts linked together for payment, because of the discount on the FF11 service for paying for FF14
Colt : If my payment method is accepted for FF14, why not for FF11?
Agent Nehemiah: The payment systems & procedures for Final Fantasy XI and Final Fantasy XIV are different.
Colt : man who is running this company.....
Agent Nehemiah: I'm truly sorry for this hassle, Colt.
Agent Nehemiah: Just to be clear, where are you receiving that error message?
Colt : It's not your fault, I appreciate the sympathy though
Colt : which
Colt : the "Program has stopped responding"?
Agent Nehemiah: On the PlayOnline Viewer or the Visa website?
Agent Nehemiah: Yes, that is correct.
Colt : POL
Colt : it closes POL and never opens the browser page
Agent Nehemiah: Unfortunately, your issue requires Tier 2 support. One moment please while I transfer you to our Tier 2 department and the next available representative will be with you shortly.
Agent Nehemiah has left the session.
Please wait while we find an agent from the SEA FFXI Tier 2 OL department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
You have been connected to Agent Peter.
Agent Peter: Hello, Colt, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Colt : Peter
Colt : I'm on the verge of /wrists, please help me fix this problem
Agent Peter: Is this for which video game?
Colt : FFXI
Agent Peter: So when you update your Credit Card, it simply crashes; any errors appearing?
Colt : the only error is "Program has stopped responding"
Colt : once you close that window, POL closes
Agent Peter: Is this the PlayOnline viewer that's not responding or the external browser page that pops up during the verification process?
Colt : I uninstalled POL yesterday, went to reinstall, don't have the disc, went out and bought the game again, reloaded POL and reinstalled the game and all expansions
Colt : the external web page never comes up
Agent Peter: Is that what you are trying to access when it crashes?
Colt : as soon as I click on that button within POL to do the VerifiedByVisa thing, that happens
Colt : The previous agent told me manual update of the payment information is possible, however I don't have the proper 'code' to authorize that. I can't think of another reason or problem that this wouldn't be an appropriate action to take
Agent Peter: I see, couple things you may want to try is disabling your antivirus and firewall software, assuring the security settings are low on your default browser. Also, try setting a few different browsers as your default browser. If all else fails, I suggest just updating your credit card from another computer.
Colt : ok check it
Agent Peter: Give those things a try and call or chat with us if the issue persists.
Colt : I've tried from both my work laptop and home PC, I've tried both Firefox and IE, disabled the firewall completely, turned off my AV, reloaded the software
Colt : I've been dealing with this for a week man
Colt : I've tried everything
Agent Peter: Okay, well if that's the case, I would try different browsers on more computers; there's no other way to update your card than with the PlayOnline viewer (unless you do have that specific code for the other issue).
Agent Peter: Your issue here is different, so you must get the update to work with the PlayOnline viewer.
Colt : why do I HAVE to use VerifiedbyVisa??? I've been giving money to you guys since 2004, and it was never needed then? All the sudden you implement this unnecessary verification step and it's preventing me from giving you money for a game I already paid for
Colt : I feel like I'm dealing with Popcopy
Agent Peter: It is a required feature for the registration process. There's no other way around it. If it is still giving you issues, you might want to try updating your card with a friend who has a console version of the game. That's the only other way around that verification.
Colt : "If they have PC, tell them we use Mac. If they have Mac, tell them we use PC. If they have both, tell them we use Linux. If they have that, tell them the system is down."
Agent Peter: Basically, the only thing we can tell you at this point is to keep trying. Eventually you will get a different result but you will have to try the aforementioned suggestions again.
Colt : how is it require if ps2 and 360 users don't have to do it?
Agent Peter: Simply not a feature that was added, there's no answer to that question.
Agent Peter: Are there any other issues I can assist you with right now, Colt?
Colt : Yes
Colt : You can ask your manager to authorize manual payment update. You have my information on file, you've had it on file since 2004, along with my payment information that's never changed until recently. This VerifiedByVisa system wasn't even implemented on consoles, so it's obviously not required or even necessary. Please ask your manager/team lead/boss for authorization to process my request.
Agent Peter: Unfortunately, that can't be done without that specific error code. I've given you several options to try to get your credit card updated, unfortunately, we can assist you till you try those options again.
Agent Peter: Colt, I have already provided you with a resolution to this issue. As it seems you have no other new issues I can assist you with, I will be removing you from chat at this time.
Thank you for using our SQUARE ENIX Support Center chat line. Take care and hope to see you online!
Your session has ended. You may now close this window.


That motherfucker just ended the session on me. I'm going to get all up in their ass next time. Part 3 coming soon.

[Raytheon]

Part 3:



You have been connected to Agent Chris F..
Agent Chris F.: Hello, PISSED, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
PISSED OFF: nice macro
Agent Chris F.: You are trying to update the payment information on the account but the card does not support the 3D-secure feature, is that correct?
PISSED OFF: yes
Agent Chris F.: Unfortunately, your issue requires Tier 2 support. One moment please while I transfer you to our Tier 2 department and the next available representative will be with you shortly.
PISSED OFF: do it
Agent Chris F. has left the session.
Please wait while we find an agent from the SEA FFXI Tier 2 OL department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
You have been connected to Agent Gregg.
Agent Gregg: Hello, PISSED, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Gregg: Please provide the exact error code and message that you receive when attempting to update your payment information.
PISSED OFF: I don't make it past the VerifiedByVisa page
PISSED OFF: my card does not support 3D
Agent Gregg: You are receiving an error on the Verified by Visa website?
PISSED OFF: yes
Agent Gregg: Did you contact your bank/Visa?
PISSED OFF: yes
Agent Gregg: What did they say?
PISSED OFF: They said my card does not support 3D
Agent Gregg: Ok. Then we would need to update the information here. However, we cannot process this type of request via chat. You will need to contact the Support Center via phone at 310-846-0345.
PISSED OFF: ok
PISSED OFF: thanks G
Agent Gregg: Your welcome.
Agent Gregg: Are there any other issues I can assist you with right now, PISSED?
PISSED OFF: Nope, you the man
Agent Gregg: Thank you for visiting the SQUARE ENIX Support Center, PISSED! Take care and hope to see you online!
PISSED OFF: word
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.



Ok, I called the number, the dude wouldn't help me. I told him what the Chat guy says, and the phone guy goes, "Hold on." he AFK's for a few minutes, comes back and sayd "Yeah we'd actually need the USC code in order to do the manual update"

So I ask him, "What's to stop me from looking the code up online. You have no way of knowing of if I actually get the code or if I looked it up, so what difference does it make?"

he goes "Well sir, we just have to take your word for it."

I go "Then what difference does it make?!"

"Sir if you can find that code online, call us back and we'll go from there."


Does anyone have any idea where this code might be found?!?!?!?!!?! I'm gonna plaster that shit EVERYWHERE when I find it.

[Altariel]

Dumb question, but are you launching POL with windower? I seem to remember having the same crash problem, I don't remember precisely what fixed it sticks in my mind that might have been the issue. I gave up though because after that I kept getting server busy messages. Their answer was to wait several days because then less people would be trying to access it, but I said that was fucked up since they still were charging me for 30 days.

[Raytheon]

I'm not using windower, and I'm actually not crashing, I was lying to the dude to see if I could get around the shit I was dealing with before.

[Raytheon]

Part 4:


You have been connected to Agent Chris F..
Agent Chris F.: Hello, thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Chris F.: You are trying to update the card information on the account but are receiving an error, is that correct?
Lunchbox McNasty: Hello!
Lunchbox McNasty: that's correct!
Agent Chris F.: What platform are you using? (PC/PS2/360)
Lunchbox McNasty: PC!
Agent Chris F.: Are you using a Visa or a Mastercard?
Lunchbox McNasty: VISA!
Agent Chris F.: Have you navigated to the website www.verifiedbyvisa.com, registered your card there and set a password?
Lunchbox McNasty: YES!
Agent Chris F.: Do you happen to be using a wireless or satellite connection?
Lunchbox McNasty: NO!
Agent Chris F.: What is the error, you are receiving?
Lunchbox McNasty: UCS-5311!
Agent Chris F.: That error code can mean that the servers are busy, or it can mean that the authorization on the credit card provided was being declined by the financial institution.
Lunchbox McNasty: NEGATIVE!
Lunchbox McNasty: CODES 5023 AND 60257 = BUSY SERVERS
Agent Chris F.: We do not have information on why your transaction may not have been approved. If you are getting any sort of decline message, please wait 5 minutes, verify all of your billing information, and try again. If you would like further information about this specific transaction decline, please contact your bank or financial institution
Lunchbox McNasty: SIR, I AM NOT FINISHED!
Lunchbox McNasty: CODE 5311 = YOU UPDATE MY PAYMENT INFORMATION MANUALLY!
Agent Chris F.: It is an automated system and you would have to go though it in order to get the card information on the account. I am sorry if this is a frustrating situation for you. If you are still receiving these errors, and you know the billing information is correct and the card is not being declined, the card should go though normally.
Agent Chris F.: You may want to try at less peak time of the day (early morning or late evening), using another card, another Internet connection or computer, or if possible the XBOX 360 or PlayStation 2 version of the game.
Lunchbox McNasty: SIR, ARE YOU GOING TO BUY ME A PLAYSTATION 2 OR XBOX 360?
Agent Chris F.: We are not able to provide that for you, it is simply a suggestion if you have those platforms available to you. I can understand this being an annoying problem for you, but with these suggestions it should get you back on track.
Lunchbox McNasty: NEGATIVE, OPTIONS NOT VIABLE.
Lunchbox McNasty: ALL SUGGESTIONS HAVE BEEN EXHAUSTED.
Lunchbox McNasty: MANUAL UPDATE REQUIRED.
Agent Chris F.: Since this is the beginning of the month it may simply be an issue of server congestion and if you are able to continue trying in 15-30 minute increments the card should go though normally.
Lunchbox McNasty: TIER 2 SUPPORT REQUESTED.
Agent Chris F.: While I can see where you're coming from and I wish there was more I can do for your particular issue, I will have to ask that you try these suggestions out in order to solve this server busy error.
Agent Chris F.: Are there any other issues I can assist you with right now, Lunchbox?
Lunchbox McNasty: YES
Lunchbox McNasty: I'VE GOT THIS RASH, YOU SEE...
Lunchbox McNasty: DO YOU RECOMMEND A CREAM OR POWDER MEDICATION?
Lunchbox McNasty: THE RASH IS CALLED "PLAYONLINE SUPPORT"
Agent Chris F.: Again, I am sorry that you are frustrated with this issue. I hope these suggestions will help you out. Please our recommendations and if you still have trouble sign back on with us again so we can continue to assist you.
Lunchbox McNasty: ESCALATION TO TIER 2 SUPPORT REQUESTED.
Lunchbox McNasty: I ACCIDENTALLY THE WHOLE THING
Agent Chris F.: If you would like to supply feedback about our support you can do so via the contact and feedback portions of the website.
Lunchbox McNasty: NEGATIVE. FEEDBACK DOES NOT REMEDY THE SITUATION.
Agent Chris F.: Lunchbox, I have already provided you with a resolution to this issue. As it seems you have no other new issues I can assist you with, I will be removing you from chat at this time.
Agent Chris F.: Thank you for visiting the SQUARE ENIX Support Center, Lunchbox! Take care and hope to see you online!
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.


Meh.

[SaviorSelf]

hahahahaha

Yeah I'm on the lookout for that code as well, there has to be a list out there somewhere. For new accounts there is an option for "I need help creating an account without a 3d secure card", so basically it seems new people they help, but customers for years can go fuck themselves.

[Raytheon]

it seems new people they help, but customers for years can go fuck themselves.

This.

[Gredival]

Call the phone service, deny you have consoles or a VFV/3D compatible card, say you need to update info, and act dumb. The phone reps will usually just change it without hassling you in my experience

Net support has no power to do anything, even if they wanted to, regarding billing info. Learned that the hard way as you are now.

[sruon]

Agent Chris F.: You would defiantly want to use a wired connection as the PlayOnline viewer does not support a wireless one.

Seriously, this is priceless.

[GentaiShinigami]

I like how he on top of thinking wireless matters also misspells definitely as DEFIANTLY. -_-;

Also, they will not update your card manually even if you phone them (they claim no authority). I had a card that wasn't 3dSecure or VBV, and they told me to GTFO to PS2 or 360. Oddly enough, I just went through the process knowing my card wasn't supported, but clicking the stupid thing that pops up the browser and just completing it let my card go through as verified... O_o;; I heard a mention of a NoScript trick, but no further mention outside of the name. I was ofc running noscript on both machines and had to whitelist them after the pages had already loaded so I guess this must have been what I accidentally did. /shrug

So f'in stupid that SE makes customers try so hard to give them money.

[Raytheon]

Yeah it's just astounding this is how they do business on a normal business.

And yes, you must DEFIANTLY use a wired connection, because if you did it willingly, it won't work

Part 5 possibly incoming...

[Uzor]

Isn't 3D Secure and the MasterCard counterpart a standard for most all reliable banks anyway...?

[Gredival]

Isn't 3D Secure and the MasterCard counterpart a standard for most all reliable banks anyway...?

No, my Bank of America, CapitalOne, and Chase cards are all incompatible.

[Shaskoru]

Agent Reuel: But 5111 is what we're concerned about
Agent Reuel: That states that the card is unusable due to some hold put in place by the financial institution

This seems to be the most useful information out of all of the responses. Did you call your bank about it?

Also, you're being a huge douche to these people for no good reason. It's not like they were the ones that put the system into place.

[Raytheon]

Also, you're being a huge douche to these people for no good reason. It's not like they were the ones that put the system into place.

Hey, fuck you dude. I never blamed them for introducing this shit system, nor did I blame them for anything else, other than failing at customer support. After a week of being fed bullshit and runaround, you'd be livid too.

The only reason, and I mean ONLY reason they don't do manual information update, is because of internal policy at POL service desk. They HAVE the capability to do it, but instead of actually helping people with problems, they can increase ticket volume from shedding people off and never actually doing anything. More than likely, they're working off a performance-based contract, as opposed to time/materials. The company that's providing service desk functions for POL/SE is rated based on ticket volume and not necessarily problem resolution.

In simpler terms:

You call, get help, problem fixed - 1 ticket, problem resolved.

You call, get the shaft, call again, shaft again, chat session, no help - 3 tickets, problem unresolved.

For a performance-based contract, the latter scenario is better business sense. They take the amount of tickets they 'worked' and show that to POL/SE, "see we're doing lots of work hurr durr" and not "See, we've solved 95% of customers problems"

So douche for no reason? I have plenty of reasons. That last chat session I was just fucking with the guy, it was the end of the day, a last ditch effort. He's probably showing those to his buddies and having a laugh himself.