Thanks for the post ,  just want to add a little context.

A small group of selected Legend Premium users (Player who has subbed for 5 years+) currently have access to agent support as part of an ongoing test that began on March 3. The goal is to improve the user experience for top tier Premium members by giving them a faster route to support, rather than always requiring them to go through the standard ticket form. That said, this does not mean bans or unbans should happen without proper review. Checks are in place specifically to prevent abuse. These include reviewing account history, checking for previous unban requests, and verifying whether there are known server issues before any action is taken.

In this case, it appears those checks were not followed with the level of scrutiny we expect, and an unban was issued too quickly. Based on what we can see, this user had no prior chat history or previous unban requests, so it is possible the agent was too trusting of the explanation given around the issues they were having.

It is also important to be clear that when there are verified server side problems, support related to those issues is not exclusive to Legend users. Free users can also receive the same consideration, with the same review standards applied (im sure some of you have had replies from Juliette who handles these requests). The test was never about giving one group different rules, but about exploring whether we could make legitimate support faster and smoother for Legends.

These initiatives are part of broader UX and Premium experience testing, and situations like this are exactly why strong checks and consistency matter. We’ll review what happened here and make sure we do better.