Account wrongfully banned, still no response
ArenaNet Communications Manager
My account was banned for supposedly buying gold. I have never done such an action in this game or any other game for that matter. I was banned late on August 31st, and immediately put in a support ticket, as I knew I had done nothing wrong. Now, my account may have been hacked, although I am almost 100% certain that it was not as my passwords are very secure for both my GW2 account and my email account, also both are different. I have followed everything you guys have said about petitions so they would be prioritized properly and still, have not received a response. Going by your nightly updates, I should have also already been dealt with, and I have not.
Your PR people on reddit say that you guys investigate every individual ban thoroughly and I challenge that statement, as my account is banned and I am 100% certain I did nothing wrong. I’ve read all of your Rules of Conduct, User Agreement, Naming Policy and Conduct Breaches and Outcomes documents and I am sure I did not break or even come close to breaking any such of the rules mentioned in these documents. I am so confident that I don’t think any of my actions could have even been mistaken for a breach.
I’ve been waiting over 5 days now, and I would just like a response or my account back. I’ve tried calling NCsoft, NCsoft Korea, and ArenaNet headquarters all without luck. If there is a number I should be calling specifically for this, I would happy call in and talk to a representative.
I am very unhappy with the customer service, being ignored on twitter (not only me, 100’s of others are also being ignored), faceBook, and so far, the support section of the website. I think I speak for all of us in the same situation when I say, we just want our accounts back.
To premise all of this, I also bought GEMS from your in game store, $10 worth. Within minutes of spending these gems, I did not receive what I had purchased in game, so I petitioned about that, and still no response for that either. Then I traded the rest of my gems for gold, via the in game gem trading service. Almost immediately afterwards was when I was banned. So apparently buying gems, spending money on your game, is against the rules? That’s just bad business.
My original ticket # is 120901-005175, which was submitted late August 31st my time. I’ve since added two more tickets, one following the Hacked Account procedure, and then 1 more yesterday when you guys said anyone that still hadn’t been answered that submitted tickets before Sept 1st should resubmit following a certain procedure, which I followed.
Please help me get my account back. Not being able to play for over 5 days when I’ve done nothing wrong is just unacceptable.
As Mike O’Brien wrote today: "We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
My account was banned for supposedly buying gold. I have never done such an action in this game or any other game for that matter. I was banned late on August 31st, and immediately put in a support ticket, as I knew I had done nothing wrong. Now, my account may have been hacked, although I am almost 100% certain that it was not as my passwords are very secure for both my GW2 account and my email account, also both are different. I have followed everything you guys have said about petitions so they would be prioritized properly and still, have not received a response. Going by your nightly updates, I should have also already been dealt with, and I have not.
Your PR people on reddit say that you guys investigate every individual ban thoroughly and I challenge that statement, as my account is banned and I am 100% certain I did nothing wrong. I’ve read all of your Rules of Conduct, User Agreement, Naming Policy and Conduct Breaches and Outcomes documents and I am sure I did not break or even come close to breaking any such of the rules mentioned in these documents. I am so confident that I don’t think any of my actions could have even been mistaken for a breach.
I’ve been waiting over 5 days now, and I would just like a response or my account back. I’ve tried calling NCsoft, NCsoft Korea, and ArenaNet headquarters all without luck. If there is a number I should be calling specifically for this, I would happy call in and talk to a representative.
I am very unhappy with the customer service, being ignored on twitter (not only me, 100’s of others are also being ignored), faceBook, and so far, the support section of the website. I think I speak for all of us in the same situation when I say, we just want our accounts back.
To premise all of this, I also bought GEMS from your in game store, $10 worth. Within minutes of spending these gems, I did not receive what I had purchased in game, so I petitioned about that, and still no response for that either. Then I traded the rest of my gems for gold, via the in game gem trading service. Almost immediately afterwards was when I was banned. So apparently buying gems, spending money on your game, is against the rules? That’s just bad business.
My original ticket # is 120901-005175, which was submitted late August 31st my time. I’ve since added two more tickets, one following the Hacked Account procedure, and then 1 more yesterday when you guys said anyone that still hadn’t been answered that submitted tickets before Sept 1st should resubmit following a certain procedure, which I followed.
Please help me get my account back. Not being able to play for over 5 days when I’ve done nothing wrong is just unacceptable.
As Mike O’Brien wrote today: "We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."
I’ve followed this to the letter, as I said in my post, still no response.
Account wrongfully banned, still no response
in Account & Technical Support
Posted by: KidneyCarver.1457
I am mad that you guys say this is my fault, I get an email saying someone tried to access my account like 700+ times, so I do the smart thing and change my password right then. I am playing the game for about 2 hours when my screen goes black…I try to log back in and it says I am banned for gold buying or something, which later looking at the facebook area others had the same issue. But heres the thing my account was not taken over so much as I can tell… no email change no names change no password changes other then what I did, why was my account block and has been blocked since the 31st. I have submitted the tickets, even corrected it as soon the wiki gave more guide lines for submitting a ticket and then I see your wiki say you fixed all account before Sept 1. I am tired of automated responses. I spent $80 for early access now it more like maybe some day access. PLEASE please FIX IT. I know I am not the only one with a broke account but 4-5 days without any word is a bit much.
Same here! Did prioritization procedure twice and still no response at all!
I am mad that you guys say this is my fault, I get an email saying someone tried to access my account like 700+ times, so I do the smart thing and change my password right then. I am playing the game for about 2 hours when my screen goes black…I try to log back in and it says I am banned for gold buying or something, which later looking at the facebook area others had the same issue. But heres the thing my account was not taken over so much as I can tell… no email change no names change no password changes other then what I did, why was my account block and has been blocked since the 31st. I have submitted the tickets, even corrected it as soon the wiki gave more guide lines for submitting a ticket and then I see your wiki say you fixed all account before Sept 1. I am tired of automated responses. I spent $80 for early access now it more like maybe some day access. PLEASE please FIX IT. I know I am not the only one with a broke account but 4-5 days without any word is a bit much.
This is pretty much what I’ve been going through, except I’m almost 100% certain I was banned for buying Gems and converting them into gold in game. Which is an in game function. Pretty awesome hey?
Same here! Did prioritization procedure twice and still no response at all!
Ditto, done it twice as well, no response whatsoever. Even tried calling them and leaving messages. The only related people I could get through to was NCsoft Korea, whom laughed and said they couldn’t help.
Have you posted there already?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/
Have you posted there already?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/
Yes I have. I’ve posted everywhere I can. Facebook, twitter, reddit, here, tickets, etc. Everywhere possible, no responses anywhere.
Well I did the same and stil waiting… =(
Well I did the same and stil waiting… =(
If only we could wait faster :/