Blizzard Customer Support Uses AI for Bans, Appeals, and Actions

Blizzard's customer support is officially a husk of an organism. Genuinely wasn't going to post anything here, as there is a video covering my situation from Kaghoe Gaming (yes I am the anonymous tickets in his video), but now I believe I have received the final chapter of the story.

For those that don't know, Blizzard has outsourced their ENTIRE customer support department to a company called Teleperformance (rebranded to TP). TP's entire brand is built on "where AI meets customer support." They tell you that appeals are reviewed by real people, but it seems you are most likely to get 1 of 3 generic templates which are painfully AI generated, and I'm not even talking about a GM copy pasting. Do not be fooled, there is literally no customer support department or employees at Blizzard offices anymore (just artificial titles). I suppose this shouldn't come as too much of a surprise given full corpo-villian makeover during the last few xpacs. (there are smaller regional outsources but TP handles eu and NA)

Specifically for TBC Anniversary, I had one of my licenses permanently banned for "Abuse Of Economy". I have 2 bnets and multiple licenses (I am a degenerate dont ask - almost all funded by WoW Tokens from WotLK Classic and retail boosting except this one ofc). The account was banned from gbank gold transferring and the guild it was a part of was deleted. This is an identical, 1-to-1 situation to a guild and their GM who has gone public as well, we were both banned on the same day. Blizzard chain bans the gold sellers to guild master, the guild master to the guild bank, deletes the guild bank, and finally permabans the GM, regardless of who's partaking. Because they are somewhat lazy, this is a scare tactic for pure optics. A mild incision, for maximal damage. Since that whole drama, this other GM has been unbanned, not sure what occured to cause Blizzards change of heart.

I obviously submitted a ticket to appeal, which was met with an immediate automated response saying that it was escalated for review, and the following day I am hit with "the penalty has been upheld" followed by some interesting choice words: "All of our players are valued and welcome to come back. Please feel free to join the game again with an new license or a new account." The ban reason from this GM was also changed to "unauthorized third party programs" (never once have I botted or automated anything). So the crime I committed is so heinous, so destructive to warrant a lifetime ban, but I am allowed to just keep playing the game on a new account. This literally encourages you to keep playing the game, while stripping you of... everything (for most players). Well of course I submitted another appeal because it can't possibly be that bad if I'm encouraged to keep playing the game; nope, they threatened to delete my ENTIRE BNET ACCOUNT if I didn't table the issue. Cool, give it a few days to cool off - I appeal again and am told that the actions were taken in accordance with their EULA, a completely automated response btw. 

Fast forward to the next day and receive a ticket: AI response from a "GM" saying the decision is final, its been investigated multiple times and upheld on each count. Sure, haven't gotten a single response since the escalation, on any details of my offense, just keep being told to sit down and shut up. Surely now it will actually get to a real person; AGAIN nope this ticket goes straight to banning my entire BNET for 3 days, and again a completely automated response from "Blizzard support team". They also ask me to take a survey which I can't actually open because the bnet is SUSPENDED, and concludes by stating to "open a new ticket if I continue to experience issues". Well...I am experiencing many issues, but I think this is the end of the line.

What is even the point of customer support it does not serve to support the customer at all? The biggest concern here is that they, 1) changed the ban type because they never investigated the account, it was just warden smacking down the ban hammer and 2) IF YOU PERMA BANNED ME, DONT ASK ME TO KEEP PLAYING THE GAME. That is unfathomably tone deaf to encourage people who have destroyed your game, so much so to warrant a lifetime ban, to continue playing, all while effectively silencing them from questioning the verdict. I'd also like to add nobody else was banned or suspended from the guild (thank god). They don't deserve it - we just want to play the game in its new form, and sadly it reaks of botting gold farmers, so we have little choice if we want to have a life outside of wow.

All Screenshots are attached for receipts, as well as an Overwatch player (not me) who received the EXACT same response, word for word/bar for bar, from the "same GM" that handled my investigation. 

Welp, for me personally, that account had my TBC anni characters and some SOD characters. The other two licenses have my original account my cousins made for me when I was 3 years old, and I am 24 now, so I won't be risking the BNET anymore when it is unsuspended. I love this game, but I loathe what it has become. Overall feels like a bit much for a first time restriction across all licenses on an account 20+ years old but here we are.

again not looking for sympathy nor am I condoning these actions just wanted to bring this topic to this sub. Also of course im still playing the game since I was encouraged to.

o7 team, going to enjoy the bombardment of down votes soon to come.
(I can't get the one response from the 2nd GM as the bnet is suspended atm and theres no email receipt from it along with my original messages since you need to login to blizzard support site lmao)

https://imgur.com/a/TxhnB51 <----- My tickets responses from Blizzard

https://imgur.com/a/HCoi3ne <------ The overwatch player I mentioned with my ticket

https://x.com/ruby1118491/status/2068819160155517279?s=46&t=9vpHt3TpdG27b9\_XfpvI2A](https://x.com/ruby1118491/status/2068819160155517279?s=46&t=9vpHt3TpdG27b9_XfpvI2A) <---- overwatch players original twitter post for clarification and some dooming ofc.