Guild Wars 2

So older son gets home today. Logs on and plays for awhile. I have him log to character screen to go eat dinner and we find a suspension message. Cryptic and unhelpful per the norm, and no email at registered account emails explaining anything.

I go log into my account, BOOM, suspension. So try my wifes, then daughters who also have a suspension. In total 6 accounts suspended. No email, no reason that is not cryptic, and us panicking to find out what the hell went wrong.

So I go gather all my email info, etc and file a ticket with all accounts and info to find out went wrong, and go log into my bank account to handle other household matters, and see that all 6 account purchases were charged back to my credit card.

Funny thing is I bought the first two in apirl during the 50% off and those two cleared on 4/15 and I paid the CC balance on 4/16, and the other four bought during the recent 50% off sale cleared on 5/5 and I paid that balance off today (5/6) yet all 6 purchases were credited back today (5/6).

I don’t understand this. It was ArenaNet staff who suggested I buy 2 two new serial numbers to tack on and reactivate my son and daughters old account (to handle issues I just discussed in a ticket) so that they could progress with making their new account.

What did ArenaNet really not want to honor giving 50% off?

Was the fact that they or their fraud department did not like 6 accounts bought? Is it my fault that you do not allow us to buy copies of the game in any other way except ONE SERIAL NUMBER at a time? I didn’t know it was such a big deal, I mean staff on the forum even explain to players how to gift a copy bought direct online.

So now, FOUR brand new accounts get flagged and marked records, and I get left for a few days with 3 other people waiting to hear exactly what reasons ArenaNet has for auto charge backing accounts.

Yay, me. Yes I am upset. I came back to this game with my wife and resovled the issue for my two kids to have this happen. Quite the blunder.

EDIT:

I did call my bank before writing this and they stated that as the 6 charges were processed and that since I had not requested a charge back (pointed out that I even paid them off within 24 hours) this was not from the customer/bank side, and said that ALL SIX CREDITS were issued on behalf of and from the merchants end.

You will need to contact CS and ask for an explanation and assistance. It may be an error, we humans often make them. =)

Good luck.

I did. In fact that was the first thing I did, but I also feel that it doesn’t hurt to post my displeasure at the whole circumstance in hopes that maybe those higher than just the ticket readers might read this, and maybe even make changes so this doesn’t happen.

Not to mention that ArenaNet appears to have the worse tools for GM/CS to do anything to fix accounts, and with the one issue just before this I was told they have no way to enable a disabled key.

So I doubt that it will be as simple as billing me $184.94 and reactivating these accounts with the current keys attached even though this is not my fault.