Another, nearly 2 months later, and I have heard nothing back from support and have not received the items I purchased.
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Hey, sorry to bother you again, is there any update on this? After your last response I got an email saying that they were working on it, and I've received nothing since. It's been a couple more weeks. They haven't asked for any additional info, clarification, not even another email saying it's being looked at. Just nothing.
What's the normal turnaround on something like this?
They sent me a "this issue is complicated" response when I bought items and received nothing, and it's been another week with no response or update.
I did get a GM who took the time to get the Support team to respond. Unfortunately all the Support team did was tell me that it's "complicated" and they need more time. No further updates or response since.
Many people are having this issue currently. I'm just about reaching 1 month out since buying Premium and not receiving it. Happened to me like it did to you; I bought Premium, game crashed with an error, now it's in my purchase history but no Premium Pass has been given.
All we can do is wait. There's no official acknowledgement of the problem yet.
Thank you. I did get a response shortly after your message, however all they said was that the issue was "complex" and will take time to "thoroughly investigate", and they told me to wait longer.
Perhaps it will take time for your team to investigate why the bug happened, but it should not take much time to see that I did in fact purchase the Premium Pass (it's in my purchase history, of which I attached a screenshot to the original ticket) and that no Premium Pass exists on my account. Confirming those two things is all it would take to solve this for me, and instead they just placed me back in the ticket queue and told me to wait longer.
I will stop updating this post every day. I'm not holding my breath that anything is actually happening though; this should be an issue solved within minutes of researching my account, but they needed weeks just to tell me that they haven't actually done anything yet.
Hoping for the best, of course.
Thank you for reaching out, GM Deynger.
I see you are active on another thread. Could you please look into this situation? I purchased Premium over 2 weeks ago, received no Premium Pass or premium benefits, and Support has not gotten back to me.
I am close to putting down the game for good if I cannot get a response; I spent money and received nothing.
I'm using the Steam version of the game. The Premium Pack however is purchased in-game, not through Steam. They don't sell the items, they only serve as a portal for AC transactions.
I took a few days off on a work vacation. Regardless, as of today, Support has not responded and I have not received my items. They were purchased over 2 weeks ago now.