Guild Wars 2

Today a friend got this from the support;

Hello (no names),
Thank you for your patience while we reviewed this issue.
This Guild Wars 2 game account has been closed because our payment processor received a chargeback for a purchase of Guild Wars 2 Gems on this account.
Our decision to close an account in the event of a chargeback is the result of both regulations set forth by our payment processor as well as the fees involved with a chargeback that we incur as a result of the chargeback.
We cannot re-bill you for purchases made on your account if those purchases were reversed or chargedback, and repayment is not an option.
If you wish to access the Guild Wars 2 service in the future, you will be required to purchase a new Guild Wars 2 Serial Code and create a new game account using a new e-mail address.
There is no further assistance we can provide for this issue. Further replies may not receive a response.
Regards,
(name cut out)

This is what happend; The bank had a internet problem (sorry my english isn’t that good) so the gem money got chargedback and now his account has been banned of a 35 euro chargeback! What even wasn’t his fault and their is no reason to solve this in a proper way? So it makes me wonder if they actually care about their community or only about money? Because you can solve everything, and I’m more then happy to correct this mistake with the right amount of care, but they refuse to!

The reason he want this story out is to see that Anet need to work on their service and be more customer related! At this moment my friend feels a bit robbed of his money and rights as a loyal fan and customer of Arena.

We did a count and checked everything the person in question bought the game before release for
€60,- bought gems worth of €450,- so in total he is now losing €510,- of a failure of the bank! (Rabobank for the dutch people)

His solution was: Buy the gems in the store and give them back to anet, but unfortantly the support team just doesn’t agree with this and seems not to care for any further solution.

Actually Arena net is saying “Problems can’t happend so its YOUR fault” he even gave solutions about getting the gems in a store but no just had to buy a new account and the “few 100 dollers you gave us flushed down the toilet” are we really living in a world where you get to blame for everything?

So could we get a compensation now for lagg and server downs? Because anet is now saying its their own fault and not hardware or software problems? They made the problems? Because their support team are saying it aswell?
But we as player say it CAN happen to every gamecompany, and if support them enough even give them this understanding and not make any problem about it.

In my opinion it would not be a Game made for players but a game made for the money if this problem won’t be solved in an approriate way.

Actually i think i might be banned for this but i want to oppress my opinion and hope people would join this opinion that problems could happen and not just terminate accounts because support doesn’t even take the time to hear the story from the other side.
In any way If I get banned it only would prove my post even more.

With kind regards,

A concerned friend and a loyal customer and gamer to Arena.

This is standard procedure basically everywhere.
If a bank (or customer) do a charge-back the card (and account) will get banned. This is simply due to the fact that Chargebacks actually costs ArenaNet money.

Yes, it sucks that it was due to an issue out of your hands, but if they start making exceptions they will have more problems than losing single customers.

Your friend would need to discuss the issue with the entity that did the chargeback…namely his bank.

Good luck.

Actually 2 customers now, and a group of friends who were shocked to hear this and are thinking about it to quit cause of this.
Still what are a few customers to Arena, I start to notice.

Many thanks for responding, and have a pleasant day.

Just keep in mind that this is not specific for ArenaNet.
Basically every other company would do exactly the same in this situation, simply due to the fact that a charge-back hurts them more than they hurt you.

well you only get banned if the bank does a charge back but if you pay the money you owe them you get back the account.. that is the normal way games handle chargebacks.. and anet shows us agaiin how tehy dont care about their customers

The policy itself is not something they are going to change. Apparently it’s tied into the insurance part of financial matters. They are required to do this. Lawyers, you know.

OP needs to contract his bank to get a statement from them that it was his bank’s fault then update the ticket with the new information and discuss it with them.

Hey it’s only money right, not as if this guy only bought the game with no intention to ever further invest in this game by buying gems. I can tell you this though after having a few 80s and hundreds of hours invested I will never risk having my account banned due to a clerical error; I’ll just get my gems through gold conversion ty very much and buy a physical copy of the expansion.