Guild Wars 2

Brother Grimm.5176:

Having CC charges reversed (I’m guessing a BLOCKED CC would result in the same) is a HUGE deal breaker for on-line retailers.

You also need to understand that ANet will NOT discuss the case with anyone but the account owner.

Once a charge-back in enacted on a credit card, we are required to close the account. There are many ways to prevent this, and this family pre-emptively doing a charge-back was a very poor manner of dealing with this issue. Any on-line business that I knows about would react in the same way, because the actions taken resemble exactly those taken by those intending to defraud our company.

The account owner needs to contact support directly. It is with him, and only him, that we will discuss the details of this case. This is possible by clicking Support at the top of this page and then “Submit a request.” If a ticket has been filed, then the account owner must continue the discussion with support. If the matter has been closed in error — and I don’t imagine that is the care here, my instincts suggest this still is an open case — then the account owner may post here, or you may do so on his behalf. But posting here, in these circumstances, seems premature. A judgment of a “lack of professionalism” and statements that seem to blame us for phishing attempts are likewise misplaced.

If you believe we should be making people aware of phishing atempts, be assured we are:
https://forum-en.gw2archive.eu/forum/support/account/e-Mail-from-ArenaNet-Please-read-merged/first#post1807876
https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2556003 (offered in all four supported languages)

And we’ve posted announcements on our support pages, as well.

jon.2913:

Thats the thing they didn’t give the account owner of either the actual account or the card holder any info.

They didn’t want exact details but reasoning on what the suspension was on… such as saying it was on a purchase or something.

the charges were not reversed. it was that his step mom began to recieve emails from that phishing email and out of panic she deleted the emails and put a hold on the card. It was a miscommunication but they immediately suspended his account and he can’t even contact customer support.

It’s one thing to suspend the account.

It’s another to completely remove any possibility for them to fix the situation and throw an account away.

I have them both at my home now and we’ll be emailing customer care to solve the issue and post the ticket here

Account closure is the outcome of doing a charge-back. A charge-back is the absolute LAST thing a customer should do, not the first. And blaming the company for protecting itself from fraud — which is a huge issue with any on-line business — is unfair and narrow-sighted. We did not cause the problem for which we are being blamed, and I can’t help but feel that I need to make that clear. If we are not clear in communicating, then I apologize for that and will review the case (if you follow instructions below.)

If your friend has submitted a ticket and has not gotten a response, have him check Junk, Spam, and Deleted Mails and also check my thread about Missing Mails for information about how various ISPs — not us, but e-mail providers — are causing problems with the receipt of our e-mails. Again, just like someone voluntarily doing charge-backs or someone else abusing our address to send phishing e-mails, this is not something over which we have control, but we will try to help.

Be aware that we will discuss an account — for privacy reasons — only with the account owner. If the mother purchased the account, then she will be the one who needs to contact support. If the tickets that already have been submitted are more than three days old, please post in the Tickets for Review thread above with every single ticket number involved. Please focus on the FIRST ticket for any subsequent discussion but provide all tickets numbers if you wish a review including the new number if you submit again. Remember, the account owner must submit the ticket. Thank you.