After 2 weeks, Acc/Billing phone still down.

#0 - June 28, 2010, 10:42 p.m.

I'm writing this for my girlfriend because she can't access her account. She had an iphone with the blizzard authenticator app. She broke her phone now has no way to log in to her battle.net. She wrote an e-mail to accounts/billing and they wrote her back saying it had to be handled on the phone, which brings us to our current dilemma.

We've been calling the accounts and billing number on the blizzard site for 2 weeks.. and every time we get the "Due to high call volume we can not answer your call". We've called right when the phone lines supposedly open, we've also gone chosen the Spanish option and gotten a customer service rep to answer.. but the conversation didn't get very far.

So.. I'm writing in hopes a blue will see this and give us some incite on who to call.. and maybe go check the pulse of their co-workers in accounts and billing.

Thanks,
Kurt

#25 - June 30, 2010, 3 a.m.

Q u o t e:
I'm writing this for my girlfriend because she can't access her account. She had an iphone with the blizzard authenticator app. She broke her phone now has no way to log in to her battle.net. She wrote an e-mail to accounts/billing and they wrote her back saying it had to be handled on the phone, which brings us to our current dilemma.

We've been calling the accounts and billing number on the blizzard site for 2 weeks.. and every time we get the "Due to high call volume we can not answer your call". We've called right when the phone lines supposedly open, we've also gone chosen the Spanish option and gotten a customer service rep to answer.. but the conversation didn't get very far.

So.. I'm writing in hopes a blue will see this and give us some incite on who to call.. and maybe go check the pulse of their co-workers in accounts and billing.

Thanks,
Kurt

The line isn't down, Boombasta, but it is heavily impacted. There are thousands of other customers who also require assistance who call our Account Services team, and the hold queue is full. If you've been calling sporadically, then that is likely why you've not gotten through. You may meet better success if you make liberal use of the redial button.

Alternatively, if your girlfriend made a note of her Mobile Authenticator serial number, then it may be possible to send that information via email for a resolution. If not, she can prepare a Terms of Use form, alongside the appropriate confirmation of identity, and send that via email instead.

Battle.net Terms of Use Form
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26361

Here's that Account Services contact information:

Billing & Account Services

Live Representatives Available 7am to 8pm PST

[email protected]