I am dealing with Funcom over their game, The Secret World. The game is much like Guild Wars 2 in that all you have to do is buy the game to play it forever, but when it was first released it had a monthly subscription like most other MMO's. During this time, Funcom could not get some of their credit card processors to work and they were unable to process my debit card from my bank. I dealt with their customer service and after a week of failed attempts I wrote the game off.
A year later, the game is free to play, I am in between MMO's, and The Secret World is the only game on the market that even attempts to be different. Unfortunately, my account is banned due to the previous payment failure and the payment attempt is still sitting active on my account.
I thought this would be simple to get removed as I have full access to my account on Funcom's website, just not the game itself. I figured they would look at the account, see the hold up on the payment, erase the payment and then I would be able to play. Instead, they want a photo copy of my ID and credit card to verify who I am and they want to reattempt a year old payment.
I declined to both instances as I felt that it was an unnecessary amount of information they needed, especially to be supplied in photo form, and that I am not interested in being billed for a monthly payment from over a year ago. I was told they will not reactivate my account under any circumstances without this information, even when I offered to provide any information on my account to them via email, offered to answer my security questions, and asked them to verify that the account has not been played since the banning.
I also pointed out that they should have an old customer service ticket from the credit card processing error and that I could even tell them who my character in game is, where they are located, what build I am using, etc... etc...
Apparently my only recourse is to contact the BBB and to let everyone else know what terrible service Funcom is offering. I like for my accounts to be protected but I am not going to offer more information than I would need for something more important like my credit card, loans, or bank services. They are concerned with protecting accounts but they are asking for exact thing people would need to compromise everything.