Support not responding to a Dec 10th issue. Unable to properly spend points from 480USD pack

I've been a big supporter of GGG for over a decade now. I've always bragged to my friends, irl and online, about how GGG is the best game dev studio out there bar none; and how amazing their customer support is, in particular.

Now I feel like a fool. I sent one email on Dec 10th regarding my inability to properly spend my points in game to buy guild stash tabs. I received a reply on Dec 23rd asking for more information (2 weeks is a long time, but hey, I know you guys try your best and were swamped). No biggie, I just wanted the issue fixed so I could enjoy the game and the money I spent on it with my friends.

I replied with the requisite information within 8 hours, later that night of the 23rd of December. And I have not heard a single peep from GGG Support ever since.

I understand being backed up a few weeks due to a mass influx of customers, but to be perfectly honest, 90+ days is ridiculous. I have to assume something went wrong in the chain of correspondence because this is completely out of character from what I've personally seen of GGG since 2013. I've been so frustrated I haven't logged in to either game in a month and a half. All I want is to be able to play and enjoy the upcoming patch with friends in a couple weeks.

How can I get help with this?

I think you might be missing one key point, Cory.

In both my thread and another, which you replied with this exact same message, we had already received a reply from GGG support in a semi-reasonable amount of time.

There seems to be something going on when we reply to GGG's support email where our emails are getting removed from the system or maybe even blocked.

Let me reiterate, both me and the thread just before mine, both received replies from GGG support in approx 2 weeks, both replies requested additional info, and in both cases, we were completely ghosted after immediately replying, going on 3 months now.

How many more issues exactly like this have happened already but the victims remained silent?

In another thread on this page, a different employee, Nichelle, actually took the time to dm the poster directly to try to help with the exact same issue of being ghosted by GGG support after an initial reply. The poster even publicly replied with a thank you.

Telling us to be quiet and wait for even more months is simply not a solution. This is not an appropriate way to treat customers.


Can someone please look into this?