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Account loss because of support team

Grakov.XIX

@Jeremy_NI, I contacted support to change my email for NativeID, and support agent changed it to wrong one, dropping the letter from it. And for about a day, the agent misleading me around asking about serial number and asking me about “what the error massage you have in which application? “, “please add screenshots”.

whom and how i should contact to get my account back? I made another tickets with no responce. Can you ask someone with more authority to contact me to resolve this issue?

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Jeremy_NI

@Grakov.XIX My colleague got back to you. I'm sure my colleagues will clear this out and fix it. No need to create several tickets for the same issue, it slows down the process and can create more confusion. Thanks for your patience.

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Grakov.XIX

@Jeremy_NI, as additional information. I gave serial number a few times, to Support agent earlier and Im talking about real person Julia, Senior Customer Care Agent(NI), inMusic, that contacted me via email, not the chat bot on the website.

Agent even asked me to send back wrong and correct email, I did it. And after 20 hours, agent asking me in which product I have an issue… 😳 Saying I’m shocked it less to describe my emotional state. Also, I have evidence to provide, that changing email to wrong one is on agent’s fault, because first message of agent was with correct email, but not the same as it is in NativeID account.

Jeremy_NI

Grakov.XIX

@Jeremy_NI, thank you very much. With you, everything went in no time as it should. I regain access and asked to close all provided tickets.

As for number of tickets, initialy I made one. Then, after wrong change the system or agent imidiately closed my ticket. So maybe, to my answer system made an additional. And the third one, I made, because of no responce and I hoped I would get another agent.

Im very thankful for your immidiate responce and sorry, that had to disturb you in such way. But as you could see, it was an important moment.

Have a good day and thank you again.

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