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This is awful how the Ubisoft treat players who bought the game, doin' only campaign mode i have been banned permanently without any reason or evidence, banned by machine who is doing it automatically, shame you Ubisoft!!!
Chat @ Ubisoft Support
Thu, 1 Mar 2018 02:52 UTC+0
JeffS: Thank you for contacting Ubisoft Live Support. My name is JeffS and I'll be here to assist you today. Please give me a moment to read your question, and I'll be with you shortly.
WellSoWhat_1308: hello i would like to ask why my game has been banned??
WellSoWhat_1308: what have i done??
JeffS: Hi WellSoWhat_1308
Regretfully I am unable to see why bans have been placed on accounts, or remove them.
In order to have this looked into, I would need to get this case escalated to our investigations team who will contact you via email after their investigation.
Is there anything else I can assist with right now?
WellSoWhat_1308: yes i would like to play
WellSoWhat_1308: but i cam't
WellSoWhat_1308: i'm not pvp player
WellSoWhat_1308: i play only campaign mode
WellSoWhat_1308: and i don;t understand for what i have been banned
WellSoWhat_1308: i would like to know
JeffS: As advised, I am unable to do anything about your ban and I am unable to see why the ban was placed on your account. This is something that the investigations team need to look into
WellSoWhat_1308: could you direct me to somebody who know|??
JeffS: I will escalate your case to the investigations team, who will email you after their investigation
WellSoWhat_1308: how long it take??
JeffS: That depends on how busyt he investigations team are at the moment, so I wouldn't be able to say
WellSoWhat_1308: i love this game and i would like to play
JeffS: Like I say, I will get the investigations team to look into this, but that is all the assistance I am able to offer on your ban.
Is there anything not related to your ban that I can help with?
WellSoWhat_1308: yes please make it quick
JeffS: I will escalate this case and you will hear back from them via email.
If you need us again before you hear back from them, you know where we are
WellSoWhat_1308: ok
WellSoWhat_1308: i'm waiting
JeffS: I will need to end this chat before I can escalate the case to them
WellSoWhat_1308: ok
JeffS: Enjoy the rest of your night
Chat @ Ubisoft Support
Thu, 1 Mar 2018 03:17 UTC+0
JeffS: Thank you for contacting Ubisoft Live Support. My name is JeffS and I'll be here to assist you today. Please give me a moment to read your question, and I'll be with you shortly.
WellSoWhat_1308: hello again
WellSoWhat_1308: have you contact them
JeffS: Hi again WellSoWhat_1308
I have escalated your case.
As advised, they will contact you via email after their investigation
WellSoWhat_1308: i'm so frustrated
WellSoWhat_1308: i can not sleep because i drink to much of coffee
WellSoWhat_1308: because i have planned a gaming on division
WellSoWhat_1308: and now i can;t
JeffS: I do understand that you want to get this resolved, but there is nothing further that we are able to do about this over live chat.
I have escalated the case for investigation, now the only thing for you to do is wait for them to contact you via email
WellSoWhat_1308: i'm up to date about ubisoft now is banning lot of hackers for being rude but i even been in the dark zone yet
WellSoWhat_1308: and i don;t understand why this is ruing my world
JeffS: WellSoWhat_1308
As advised, customer support are unable to see why bans have gone onto accounts.
I have escalated this case to the investigations team to look into.
Is there anything else, that is not related to your ban that I can assist with right now?
WellSoWhat_1308: why i can contact them??
WellSoWhat_1308: how??
JeffS: I am unable to put you in direct contact with the investigations team, please await their response via email
WellSoWhat_1308: yes but when that is a question
JeffS: As I said on our last chat, I am unable to say when they will reply to you, as that all depends on how busy they are at the moment.
I am not a member of the investigations team, so don't know how busy they are
WellSoWhat_1308: ok thanks
JeffS: Enjoy the rest of your night
AdamG: Thank you for contacting Ubisoft Live Support. My name is AdamG and I'll be here to assist you today. Please give me a moment to read your question, and I'll be with you shortly.
WellSoWhat_1308: hello
AdamG: Hello
AdamG: We won't have an update to your case this quickly
AdamG: We will contact you as soon as we do
WellSoWhat_1308: how to speed it up??
AdamG: We can't speed this up. The team that need to look into this are not in their office at this time of day. It is 4:30 in the morning in the UK
WellSoWhat_1308: than tell me who bannde me when i was playing at 2a.m??
WellSoWhat_1308: if there is nobody
AdamG: It will be an auto ban, not someone manually doing it
WellSoWhat_1308: how that things could happend
WellSoWhat_1308: i don't understand
WellSoWhat_1308: the machine banned me for play
WellSoWhat_1308: this is nonsense
WellSoWhat_1308: without reason
AdamG: We will find out what you were banned for and if it is a mistake ban, it will be removed for you but you will need to wait for our game team to be able to look into this. The live chat team won't get an update so there is no benefit to repeat contacting us. Someone will email you as soon as it has been looked into.
WellSoWhat_1308: that is unfair
AdamG: It's the same for everyone who is banned for something, no one can get an instant answer on it as we can't see the reason for the ban which is why our game team need to look into it.
WellSoWhat_1308: ok bye
Andy: Thank you for contacting Ubisoft Live Support. My name is Andy and I'll be here to assist you today. Please give me a moment to read your question, and I'll be with you shortly.
WellSoWhat_1308: hello i would like to know is there any progress in my case??
Andy: There is nothing to report at present. If the other agents have not informed you, your cased is escalated - so it can't close. It's waiting for the The Divison team to review. Once they have we'll update your support ticket.
Andy: When we do that, you will get an email to notify you. There is no way to speed this process and it is already under way for you.
Knowing this, do you have any other issues I may be able to help withtoday?
WellSoWhat_1308: yes but i'm waiting so long
WellSoWhat_1308: yes i want my game back
Andy: It's been less than 12 hours. I will set the expectation this can take weeks.
WellSoWhat_1308: seriously??
Andy: It likely won't , but it can.
Andy: Yes.
WellSoWhat_1308: weeks??
WellSoWhat_1308: this is unfair i pay for that game and i can't play
Andy: Like I said, it's already been submitted so there's nothing else you need to do at the moment and you will get an email update once we have responded to your ticket.
WellSoWhat_1308: ok bye
Andy: Thanks for contacting us today.
Hey there,
Please submit a support ticket on our Support Site so we can look into this for you.
Thanks.
Another conversation
Chat @ Ubisoft Support
Thu, 1 Mar 2018 13:35 UTC+0
JackG: Thank you for contacting Ubisoft Live Support. My name is JackG and I'll be here to assist you today. Please give me a moment to read your question, and I'll be with you shortly.
JackG: Hello, my previous colleague Andrew has already explained that we will get in touch with you once the investigation concludes. Is your issue related to your ban?
WellSoWhat_1308: yes
WellSoWhat_1308: unfair ban\
JackG: Okay, as previously mentioned the appeal process will take time and we will get back in touch following the investigation. Is there anything else I can help you with today?
WellSoWhat_1308: tell me what can i do to speed it up the process??
WellSoWhat_1308: if you can ban anybody for nothing i would like to sort my case ASAP
JackG: Nothing can be done to speed the process along, you will need to be patient while The Division team investigates. If there is nothing else I can help you with I will need to end the chat.
WellSoWhat_1308: i have paid for this game and i have my rights
WellSoWhat_1308: your service is poor and not acceplable how you treat people
WellSoWhat_1308: if you can ban anybody and you can't tell for what
WellSoWhat_1308: why this customer service exist??
WellSoWhat_1308: what for??
JackG: We do not disclose the reason behind bans as it violates the integrity of the cheat detection software. I am sorry if you feel that this is not sufficient. If there is nothing else I can help you with I will need to end the chat
WellSoWhat_1308: who can tell me
WellSoWhat_1308: ???
WellSoWhat_1308: what for the ban
JackG: Nobody will tell you why you where banned as such information is for internal use only. I would advise that you be patient while The Division team work their way to your case. If there is nothing else I will now need to end the chat
WellSoWhat, it's understandable that you are frustrated, but you definitely need to learn patience. The support team opened your case and set expectations properly. They told you that their escalation team will have to look into it and get back to you, and that it will take time. You are 100% not listening to them and are trying to demand action as if you have any rights in the matter. The fact is, you are not the only person that has an open issue and you are not a higher priority than anyone else.
Whether you were banned with or without cause, and yes it sucks you cannot play right now, you just have to wait for a response and resolution. Trying to slam customer support and their processes simply due to your own inability to listen or be patient makes you look bad, not them. Wait until you get a response and then move forward (appropriately) from there. Hopefully, if you didn't do anything wrong, you are quickly back to gaming. For now, find something else to do like every other person that has to wait.