#4 - March 5, 2014, 2:16 p.m.
Hi. I talked with our team about this, and while agents are able to pull this information, it can take a lot of time and generally is not a good use of their time. This is because what agents generally find is that the balance changed because someone paid fees that s/he forgot, or that the player forgot about a recent acquisition that accounts for the “missing money.” There is a 10% tax fee in the TP and a 5% non-refundable listing fee, as well. When the figures are gathered and calculated, the “missing money” is found to be accounted for in those fees.
If someone is hacked, they’re generally going to lose all their gold. There’s no known issue with accounting in the game, and if there were such an issue I believe we’d definitely know about it! Therefore, these individual issues usually can be resolved by the player considering his or her recent activities and calculating purchases, sales, and fees. We’d appreciate if players would do this before contacting Support, since taking the time to do this research for individual players means that other players must wait for other essential services, such as the resolution of a hacking incident, an account restoration, or the return of game access to someone who isn’t able to log in, etc.
Thanks.
