(edited by Anvar.5673)
Identity Theft
You can post his ticket number on the stickied thread Tickets for review-3 days and older for Gaile to review one last time.
Or update this thread and post it, she reads this forum pretty much daily.
Or, since he speaks English quite well (according to his post history), he could try updating his ticket in English, and try again. =)
Your friend’s ticket is just a few hours old and it is premature to ask for assistance beyond what is expressed in the ticket.
Please allow the team time to resolve this issue. If he still needs help after three full days, he can post in the Tickets for Review thread above.
Thanks for understanding.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Or, since he speaks English quite well (according to his post history), he could try updating his ticket in English, and try again. =)
Your friend’s ticket is just a few hours old and it is premature to ask for assistance beyond what is expressed in the ticket.
Please allow the team time to resolve this issue. If he still needs help after three full days, he can post in the Tickets for Review thread above.
Thanks for understanding.
Yes, he have done a ticket in english after this brutal answer from the french support (it’s just a procedure, I know):
“Comme nous l’avions mentionné, nous avons toute confiance dans la fiabilité de nos systèmes de détection. L’analyse de l’historique des infractions a confirmé la clôture du compte, ce qui met un terme à toute discussion à ce propos. Toute demande subséquente sera donc ignorée par nos services.”
Translation:
“As we mentioned it, we have full confidence in the viability of our detection systems. The violations history analysis has confirmed the account’s cloture, which concludes any discussion in this regard. So, all subsequent requests will be ignored by our services.”
Thank you for your help. He is waiting for a response from the english support now.
Ok, here’s what I learned. The account that your friend is asking to access was determined to be under irreparable account dispute. What that means is that two or more people have sufficient information about the account to such a point that we are unable to determine the true account owner.
That is a rare case; we almost always are able to determine the actual owner of the account. But when this does occur, we must close the account, and that is precisely what happened here.
Your friend received the best service that we were able to offer, but in the end and with regret, due to the extremely compromised nature of the account it was not possible to give him what he requested and he received our final response on that matter today. (As a result, the English-language ticket was closed as a duplicate, since it covers the same subject.)
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
Pretty sure if any of the parties involved in the “dispute” come up with the CC # that originally purchased this game, there would be no “dispute”.
The idea that loosing the data on a computer’s hard drive completely destroyed all possible records of the original purchase sound quite a bit fishy….more is going on here than we are being told.
Fate is just the weight of circumstances
That’s the way that lady luck dances
How do you not have the credit card information used when you bought the account? Unless you changed your credit card number (which is extremely rare to happen, and your bank will have access to the old number if you call them) you should still have the credit card in the wallet. Unless someone else bought you the game. But then, you shouldn’t have their credit card saved on your computer anyways. Sucks for your friend, but it almost sounds like something is going on that he isn’t telling you.
Let’s be logical: Two people can provide all the same points of data. Talking to a guild as some sort of “verification process” wouldn’t help at all, because guild members would have no way of knowing if they’ve been told the truth. And, they do not have access the back-end game logs that we can review. When even the logs do not conclusively prove ownership, the logical and only viable decision must be made: Close the account.
Some may disagree with this decision and they are entitled to their opinions. But in the end, we must act responsibly in these fortunately-rare cases, and we’ll continue to do so in the future.
Perhaps the most reasonable comment to make, beyond those, is that most of these cases are preventable with proper personal security and through adopting the decision to never share an account (for most account disputes are between people who know one another).
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)