Greetings:
Thank you for contacting the Sony Online Entertainment Customer Service department.
Due to the strict guidelines for Character Moves, we regret to inform you that we are unable to process your character transfer request.
We have denied your request for the following reason(s):
After reviewing the account(s) involved, we have found conflicting billing and/or registration entries. For the character(s) to be moved as requested, you will need to verify ownership of the account(s) by providing some information.
Please provide the owner name(s) and the first and last 4 digits of each billed credit card in the history of the account(s) and the original CD keys. At that time, we will further evaluate your transfer request.
To ensure your request is processed efficiently, please respond back with this information through e-mail so we can reprocess your request.
You may contact the financial institution that provided the card(s).
Legally, they must keep the information on file for more than 5 years.
Keep in mind that we genuinely appreciate your desire to move the specified character(s) and understand you may not be happy with our position in this matter. However, in order to maintain game balance and prevent fraudulent activity when moving EverQuest characters, one must be the original owner of the account(s) involved.
SOE/Verant reserves the right to deny any attempted request to transfer in its sole and absolute discretion for any reason or no reason.
Again, we will not be able to process your claim, but if you are able to correct the reason for denial, while staying within the Character Move Guidelines and Restrictions, please reply and we will be happy to process your request.
Regrettably, our policy restricts us from being able to move the specified character(s) for you without the requested information.
Phone support for all SOE titles is available MON-FRI 9:00AM-1:30PM PST
and 3:30pm-6:00pm PST, at (858)537-0898. Also, MON-FRI 9:00AM-5:30PM
GMT at 0845 6004263 or 01895 204440
Phone support for Star Wars Galaxies is available MON-FRI 9:00AM-1:30PM
PST and 3:30pm-6:00pm PST, at (858) 790-7827(STAR). Also, MON-FRI
9:00AM-5:30PM GMT at 0845 6004263 or 01895 204440
Also, please make sure to visit our Knowledge Base at
www.station.com/kb
for up to date information for all of our games.
Live chat is also available MON-FRI 9:00AM-6:00PM PST at
http://www.station.sony.com/en/services/help/help.jsp
Reminder: Please keep your account information up to date. Customers
often have a difficult time recovering lost accounts if they allow their
registration information to become out of date. To update your account's
information, please refer to the "Account" section of your log in
screen.
Regards,
Geoffrey K.
Sony Online Entertainment
