Guild Wars 2

Posting for a friend:

Last night at 7:35PM EST, I received an e-mail saying that I received a refund for the game. I did not submit for a refund at all so I’m not sure how this happened.

I have created a support ticket (#386845) but since it is the weekend, I doubt I will be getting a reply any time soon and would like to resolve this issue ASAP. I know it has not been 3 days since the support ticket has been created but I see that the charge for the game has gone through completely.

This doesn’t make any sense. If I was issued a refund, why has the charge gone through today (it was still pending yesterday). Also, I’ve read that if a refund is issued (which it has been. Supposedly at least) that my account will be deleted. This is an issue because my account is linked to my Guild Wars account.

The forums can not help your friend, he is going to have to wait for support.
It is strongly discouraged to post right after making a ticket as nothing can be really be done here.

Was the card that that bought the game under your friends name or someone else’s? If under someone else’s then they may have asked for a refund.

Hi, I’m the friend with the issue.

ShiningSquirrel.3751:

The forums can not help your friend, he is going to have to wait for support.
It is strongly discouraged to post right after making a ticket as nothing can be really be done here.

Yes, I know nothing can really be done here but I’ve seen posts by Gaile asking support to look at the ticket. I was hoping that he could do the same to me to speed up the process if possible because anyone who would look at the situation would think that I’ve been scammed by Anet even though I know it’s not true. Especially since the charge for the game has gone through completely.

Astral Projections.7320:

Was the card that that bought the game under your friends name or someone else’s? If under someone else’s then they may have asked for a refund.

This card was under my name and I am 100% sure I have never requested a refund, especially since I was busy when I received the e-mail.

Saiparadox.9726:

Hi, I’m the friend with the issue.

ShiningSquirrel.3751:

The forums can not help your friend, he is going to have to wait for support.
It is strongly discouraged to post right after making a ticket as nothing can be really be done here.

Yes, I know nothing can really be done here but I’ve seen posts by Gaile asking support to look at the ticket. I was hoping that he could do the same to me to speed up the process if possible because anyone who would look at the situation would think that I’ve been scammed by Anet even though I know it’s not true. Especially since the charge for the game has gone through completely.

Astral Projections.7320:

Was the card that that bought the game under your friends name or someone else’s? If under someone else’s then they may have asked for a refund.

This card was under my name and I am 100% sure I have never requested a refund, especially since I was busy when I received the e-mail.

Yes, Gaile will have someone look at the ticket, if it has been more then 3 days and you have not gotten a reply back from support. You need to go through support and let them do their jobs, there is no option to have it reviewed while it is still being worked on. Also, Gaile is a she, not a he. ;-)

To update, I received a reply yesterday saying:

Hello,

The issue you’re reporting will require a bit of additional investigation.

I am escalating your ticket for further assistance. A member of the team will be in contact with you as soon as the issue has been fully reviewed.

It’s great that I got a reply but what does “escalating your ticket” mean exactly?

It means that they are needing more time to solve this.
Escalating in customer support means when a ticket is so complex it can’t be handled by one person or department.

Basicly it is just letting you know:
We are working on this
It is somewhat complicated
We can’t tell you yet why cause we are still investigating
Please be patient till we can tell you more

I think it means they are sending it to a person higher up, to a Senior member of support.

mercury ranique.2170:

It means that they are needing more time to solve this.
Escalating in customer support means when a ticket is so complex it can’t be handled by one person or department.

Basicly it is just letting you know:
We are working on this
It is somewhat complicated
We can’t tell you yet why cause we are still investigating
Please be patient till we can tell you more

Ah okay, this makes sense. Thanks!

Can you log into your GW2 account?

Did the refund go thru on your card or is the only indication that a “refund was requested” came from the email you got? (Could the email be fake….did it have links in it asking you to click on to verify anything, ect.?)

Did an actual refund get put back onto your credit/debit/paypal card? Or only the charge? Maybe CS accidentally sent the email to the wrong account. I’m sure it will all be cleared up soon. Welcome to Tyria!

Brother Grimm.5176:

Can you log into your GW2 account?

Did the refund go thru on your card or is the only indication that a “refund was requested” came from the email you got? (Could the email be fake….did it have links in it asking you to click on to verify anything, ect.?)

The refund never came at all. I only received an e-mail and no, the “refund was requested” was a legitimate e-mail from what I can tell. Regardless, clicking the e-mail shouldn’t impact the reason why I’m unable to log-in since I only saw it after I had created a ticket about not being able to log in.

Inculpatus cedo.9234:

Did an actual refund get put back onto your credit/debit/paypal card? Or only the charge? Maybe CS accidentally sent the email to the wrong account. I’m sure it will all be cleared up soon. Welcome to Tyria!

I don’t think CS accidentally sent the email. Wouldn’t make sense why I’m unable to log-in. My assumption is that I was accidentally refunded when someone else asked for a refund.

Hello,

Thank you for your patience while we reviewed your account.

At this time, your issue is currently being investigated. It may take up to 48 hours for this investigation, but we will contact you as soon as there is more information to provide.

I received that from GM Bunni3 around 3 hours ago so I guess we’ll find out in 2 days. I just hope that if they need to restore my account it doesn’t count as my one free restore. I’m hoping for compensation of some sort if this was an error on ArenaNet side but I doubt that will be happening.

It occurred to me to wonder who or where the game was bought from. I’ve heard cases where the game was bought from people who were less than honest. If the retailer sold the game to you then got a refund from ANet on the game they bought from them, this will cause the account to be closed and you to receive that message. In this case, they wouldn’t be talking about a refund of yours but the retailer’s refund.

I do not think that speculating on the cause is going to help the OP at all. The fact that his ticket is escalted means that they are investigating this. Speculation will not speed up that process.

Astral Projections.7320:

It occurred to me to wonder who or where the game was bought from. I’ve heard cases where the game was bought from people who were less than honest. If the retailer sold the game to you then got a refund from ANet on the game they bought from them, this will cause the account to be closed and you to receive that message. In this case, they wouldn’t be talking about a refund of yours but the retailer’s refund.

Actually, I purchased directly from ArenaNet which is why I was surprised that I got a random refund.

I received the refund this morning so that’s one less problem, just waiting on the reply from support now.

Actually, the fact that the refund came through on your payment method may end up being a bigger PitA than the mystery itself….

Hope you the best in getting your account restored.

Saiparadox.9726:

Brother Grimm.5176:

Can you log into your GW2 account?

Did the refund go thru on your card or is the only indication that a “refund was requested” came from the email you got? (Could the email be fake….did it have links in it asking you to click on to verify anything, ect.?)

The refund never came at all. I only received an e-mail and no, the “refund was requested” was a legitimate e-mail from what I can tell. Regardless, clicking the e-mail shouldn’t impact the reason why I’m unable to log-in since I only saw it after I had created a ticket about not being able to log in.

Inculpatus cedo.9234:

Did an actual refund get put back onto your credit/debit/paypal card? Or only the charge? Maybe CS accidentally sent the email to the wrong account. I’m sure it will all be cleared up soon. Welcome to Tyria!

I don’t think CS accidentally sent the email. Wouldn’t make sense why I’m unable to log-in. My assumption is that I was accidentally refunded when someone else asked for a refund.

Hello,

Thank you for your patience while we reviewed your account.

At this time, your issue is currently being investigated. It may take up to 48 hours for this investigation, but we will contact you as soon as there is more information to provide.

I received that from GM Bunni3 around 3 hours ago so I guess we’ll find out in 2 days. I just hope that if they need to restore my account it doesn’t count as my one free restore. I’m hoping for compensation of some sort if this was an error on ArenaNet side but I doubt that will be happening.

Unless you somehow got hacked and that’s what started this, the refund (if it’s the source of your lockdown) should merely of locked the account in place. No need to restore.

Hi guys, OP here. My issue finally got resolved! I had to purchase the game all over again but now I can finally play. My issue seems to have been caused by the payment processor due to possible unauthorized credit card activity. I’m hoping this doesn’t happen again and hope to see you all in-game!