I am at a Dead End and don't know what to do!!!

[JC62710]

I have tried everything I know to do and I am still right where I started. I purchased the ASUS Zen Wi-Fi XT-9 at the beginning of this year. I came home and before setting up the routers, I registered them using an account that I set up with ASUS years ago and have other routers and motherboards registered to. I had no trouble at all, everything was fine, I then set up the routers for my home network which is a really simple set up no custom settings at all really. I just want to be able to communicate online and have all of my devices at home safely and securely do the same.

A few days after setting up the network I notices some issues like, DDNS was enabled and a name for a website was registered. I thought I must've done that on my own so I wasn't too concerned. There was an error message that came up telling me to login with my ASUS account to make the changes I wanted to so I tried to do that. When I logged in to my ASUS account, I got an error stating that the account with the email address j******@p**********.com didn't exist. I double checked because there must have been a typo and again I got the same message. I tried to get into this account because I know I had set this up, I have been using it for at least 3 years with many other products.  It became very apparent that my personal account was no longer recognized as an ASUS account. I looked back through my email at that address and found multiple emails from ASUS confirming logins to the account and other normal account emails and couldn't understand what was happening. 

After not being able to login to the account, I called in to customer service and asked for some help with this and they sounded like they were going to help and said that they would look into the matter and call me back with in 24 to 48 hours. I had no other choice so I decided to wait. During this time I started having trouble with my devices getting blocked from the network and different settings consistently changing in my router app. I also noticed that my routing tables in the router were crazy and not what I wanted to have set up. There are several private IP address configured and my public IP address is designated as my gateway and the IP to my LAN. the IP address for my routers are also listed in the table but not flagged as a gateway my home network apparently now does have 3 other gateways that I have no idea how they got there?

After several days I finally got an email from someone at ASUS answering the question I posed a few days ago and it stated that the email address that I gave them was never used as an account email with them and they then told me that I registered all of my devices on an email address that I've never used and honestly forgot I even had. I tried to send emails asking for someone to please call me back and that I didn't use the email that I told them. I forwarded them emails I received at the account they said was never used and the only message I got from them was to delete the account that I didn't want anymore and send in a receipt for the routers and they will take care of it. I learned that the only way to delete an account was to contact customer service and so I sent an email back letting them know this and I attached a copy of my receipt for the routers. waited several days, never heard back. Called back to customer service talked to someone gave them the support number and they got back on the phone saying that they needed a copy of the receipt. Sent it to them never heard back. I repeated these steps several times until finally one of the reps told me that they did get the receipt but for them to accept it as proof of purchase it needed to have several things like the serial number, and other numbers which my receipt did have. It also needed the company name and address of the purchase which my receipt also had, but they also said that there had to be a logo of the company on the receipt as well or they couldn't accept it.  So my receipt had every bit of information they needed but didn't have a picture of the logo on my copy. I bought these at Best Buy and I'm sure there is something they can do to verify the authenticity of the receipt but instead, I'm stuck with a 500 dollar router that I can't use any of the features I paid for. 

I made a complaint to the BBB as my last-ditch effort, and I got a response back from ASUS a couple of weeks later stating that my complaint has been forwarded over to the enterprise division or business solutions side of the company because that the division who was handling my account. So the last thing I've learned was that my routers are registered to a company and not to me personally and nothing I can do to get them back??? I need help with any advice. I've called the business part of ASUS but they are now help at all and I sound stupid because I don't know which company and what the email address would be???  How can I find enough information to stop this from happening. 

FYI: this isn't the only account I'm having these issues with now..

[Aureliannn_ASUS]

Hi @JC62710 ,

based on your question, we kindly request that you provide us with the product serial number, purchase invoice, and the record of your conversation with our representative for reference. 

1. Additionally, please indicate the account you originally used to log in. Are you saying that one day the system suddenly informed you that the account doesn't exist? 
2. Did the representative inform you which account the product was registered under? 

As providing your personal email in a public comment section is considered a privacy concern, we recommend sending this information to us via private message. 

Thank you.