Awful Epic Customer Service

I am posting this because Epic has made it clear they refuse to provide customer service for account holders. I think there needs to be accountability with you’re customer service team because their behavior is reprehensible. There are no ways to contact a human being via phone and I have been bounced back and forth so many times with email that its disgusting. Every day a new person to talk to, and not one that will help. All I wanted to do was update my email because the one on this account was deactivated by my undergraduate university. A simple enough task. I have provided a wealth of answers, but because I moved a while back, my IP doesn’t match. And because of this, it doesn’t matter that I have provided my drivers license or my credit card that was used on my account, I am being stonewalled. This level of customer service on such a simple matter is downright appalling. Try fixing you’re team before you add new features to you’re engine please.

I see from other perspective. Epic Games added two-step verification to protect us because one of famous games have a lot of hakers. And the problem is Unreal Engine 4 and Epic Games Store is the same environment.
So if haker has access to someone account while playing Fortnite PvP, this person may lost account and UE4 Marketplace data with access to UE4 Project.
We need stop that or separate Engine with Store.

I like the idea of separating engine from games account so people that do “IF” they do hack your gaming account they can’t access your engine content/buy a bunch of crap
using your account to cause you issues. but I’m sure he is over reacting a bit I have had similar issues and had my account fixed before. he prolly gave them information that was incorrect and they are investigating it. i suggest him to contact @Amanda.Schade or any other community manager and be KIND and I’m sure they can help you resolve it once they have time.

You need to remember the epidemic going on in the world is making most have to work from home so atm everything is super slow with hundreds of thousands of emails they are dealing with.
give them time to investigate. contact a community manager and they will help IF you don’t go all ****** on them. professionalism is key when talking to staff on here. you give attitude they ignore you.

I was quite polite and kind, however, not having the original IP address isn’t a problem one can simply solve. To make matters worse, because my current IP is different, their response is to tell me simply to go google it. Imagine going to a hotel and asking them where a restaurant is and the desk tells you to google it. I provided them a photos of my drivers license and cc that is on the account. How does an IP prove who I am more than that? Furthermore, when asked to escalate to a supervisor, I was bounced an additional time to someone who actually started off by saying they were brand new. I understand there is a pandemic going on, but that doesn’t make it ok to continually bounce someone around who has to reexplain everything each time and in return is told to go to google. Also, if this was just a case of the pandemic making things harder on them, they wouldn’t have the lowest raiting I have ever seen on auto trustpilot and bbb. Over 80% of the ratings on trustpilot and bbb were 1 star.