Read moreThank you so much. I am sorry if I caused a stir, and I hope some future changes can go through in-game to prevent stuff like this happening to other people.
I understand that the agents who spoke with me were honestly just doing their jobs. Please PLEASE do use this situation for any reviews you want to train your staff. If it can't be used by the account, it should be refunded. If this was an accidental purchase that could be used (such as a bag slot or character slot, or even a weapon or armor skin I don't have any current use for across my characters) I would understand and fully accept not getting any refund for it. It would be fully my mistake and I would make use of it somehow in the future. But a dead weight item that has no use to my entire account is a completely different matter; items like those should be refunded and straight up prevented from being sold in the first place.
I am really happy to be able to update this with a good ending, despite mistakes...
We're all very happy that this was resolved. You can be sure we've reviewed this carefully with the team. Ironically, your situation actually came up before we saw your forum posts! It was the topic of discussion at the daily training meeting we have with our agents. Meaning that when I sent it over for remedy, it was in the works.
Having said that, I agree there could be better ways to prevent this particular situation from happening in the first place. I'm confident that the team will look at those ideas when they have the opportunity.