I want to share something that happened to me and my wife and ask if anyone else has experienced something similar, because I honestly found the handling of the situation quite frustrating.
First of all, I will openly say that part of this is on me: I did not carefully read the paragraph explaining the family group/IP-related system in detail. That said, I still believe that a simple warning or a preliminary check before taking any kind of action would have been far more constructive and would have avoided the entire situation. My wife and I both play from the same household. We are husband and wife, so sharing the same IP and occasionally the same devices is completely normal. Our accounts and phones are separate, and there is nothing unusual about our setup.Instead of being asked for clarification, assumptions were made, and at one point I was even added to a “family group” with people I do not know, without any prior explanation or communication. I only later found out through other players that this is apparently standard procedure when IP overlap is detected.What makes the situation worse is the lack of basic communication before taking action. A simple message asking for clarification would have resolved everything immediately.On top of that, there was also a clear lack of professionalism in how we were addressed, including my wife being referred to by my in-game username as if she were me. That kind of mistake reflects poor attention to detail and weak handling of support cases. As a result, my wife has decided to stop playing, and I have cancelled my supporter subscription, because the overall experience left a very negative impression.
I’m not writing this to attack anyone, but rather to ask:
Has anyone else experienced similar situations where support acted on assumptions first instead of verifying the context with a simple question?