Guild Wars 2

Does anyone know how to close an account? I have recently had a bad experience with a ticket I have submitted and no long have the faith in customer “support” that I once did, and wish to close my account. Can anyone assist with this?

The only way would be to contact Customer Support. No real need to ‘close’ the account, you can just not play. If you should ever change your mind, the account will be there, just as you left it, ready to be played, again.

Thanks for that mate. Not going to be coming back though. I tried to transfer gold to gems and the transaction failed. I put in a ticket to get my missing gold and they said that the gold never went missing. I’ve pumped enough money and time into the game to know I shouldnt be treated like that.

This was what the guy said:

Hello,

On January 15th at 07:49 UTC your account wallet contained exactly 208g 75s 43c. At 08:02 UTC on the same day you attempted to exchange 102g 38s 00c for 1350 gems. This exchange failed and the money was not deducted from your account. At 08:05 UTC your account wallet contained 208g 85s 09c.

Nothing in the game records indicates that the failed Currency Exchange transaction incorrectly debited gold from your wallet.

Regards,

Peter
Guild Wars 2 Support Team
http://support.guildwars2.com/

Whilst his records indicated that no gold was lost, it certainly was. With the lag I have been experiencing and this response, I’ve had enough. needless to say some friends arent too impressed either. Perhaps the service quality at customer support needs reevaluating before more people leave the game.

I’m not sure why you post the reaction off the GM? What do you want now. you start by asking what is needed to leave the game and then you continue to make your case. To me there are two clear options, but not both.

1: Quit the game. This is the ultimate power you have as a customer. If a company treats you badly, you stop using their products. Cause there are no monthly fees involved, you don’t have to do anything to Quit. Just uninstall the game and never install or login again.

2: If you want to file a complaint, feel free to do so. Make sure you ask the support liason for a review of this ticket and that you post the ticketnumber. Without the ticketnumber, the support liason can’t do anything.

Personally I do not see a lot wrong with the GM’s reaction. Off course, if you lost money, he clearly is misreading the logs or the logs are wrong, but he is not giving judgement over it and only quoting the facts that he has.

So make up your mind. Either way, I wish you good luck!

I appreciate the sentiment Gaile….but too little too late I’m afraid. I have salvaged and sold everything on my characters (including destroying my legendary weapon) and given the gold to in-game friends and deleted all my characters. I dont think your logs lie, but I watched my gold disappear and not come back. I would take this as an opportunity to maybe have your logs re-evaluated and scrutinised for improvement. I would constantly praise GW2 to my friends and I was a very loyal fan of Anet having purchased not only gems on countless occasions but various Anet products, to have this boil down to a case of “your word vs. our logs”. Please, have the log system reviewed.

What do you expect them to do? The logs showed that your gold amount did not change. As much as support would like to trust your word, they need confirmation that something happened before they can fix it. Otherwise, people will keep writing to support “I lost all my gold! Give me 130 gold, now!” and get free money.

What can they do? As I said, reevaluate the log system to prevent any similar recurrences that could result in the loss of more customers/gamers that were once loyal. As for the rest, I doubt they can do much for me now.

Then post the ticket # so that Gaile can investigate. As she said, ‘I have never seen game logs “lie” and I am confident our agent reviewed this thoroughly.’ So this would be the first confirmed case where the logs were in error, and thus very important to preventing it from happening again.

I hope this helps someone later down the track. #262991

Gold doesn’t just disappear. You were probably hacked. I suggest you consider not closing your account, and perhaps changing your e-mail/password. Personal security goes a long way.

Sethlans.7852:

I hope this helps someone later down the track. #262991

Thanks for the ticket number.
Your case is your word against the interpetation of the gamelogs as interpetated by a GM. I totally understand you want to leave the game. enough is enough, it is a free to play game (besides the cost to pruchase the game). so feel free to leave.

Gaile. the ticketnumber is here and the claim of the OP is clear. He is saying your logs can be wrong when it comes to lag. I hope you can shred some light on it. I do think the logs are right, but I also hope you and your team can find the cause of the consusion.

Looked into this yet Gail?

Does it matter? You already said you quit the game, and salvaged all your stuff. Besides, I think this issue was more of a player error, than system error. It happens a lot when you don’t keep track of your spending.

She undoubtably looked at the ticket and sent it off to be handled internally if she found anything wrong but since you said you were closing your account and leaving the game there is no reason for her to post any further response. No point in posting to reply to someone who is gone and no longer reading the forum or has an continuing interest in the results.