Guild Wars 2

Hello,

Last evening my girlfriend and I decided to purchase the $100 edition of Heart of Thorns. She is the breadwinner of the family, so we used her credit card on the official store, got our codes and redeemed them. Afterwords we logged in to our characters to got our digital goodies, except for the 4000 gems, which said might take 72 hours.

This morning upon logging in, I discovered I still couldn’t make a revenant. Upon investigating my account information, it still didn’t reflect the HoT upgrade. I asked my girlfriend to check her account and it was the same issue, although our bank does have the $200 charge.

We each made tickets regarding the issue, mine is #2078490 and hers is #2078493

After submitting the tickets, she proceeded to log back in and found her account suspended, and we have no idea what is going on. She also put in a ticket for that, #2078522

We aren’t sure what to do, and while we understand support can take time in a game this popular, it’s a bit scary when we have 200 dollars gone and nothing to show for it, plus an accidental suspension. I’m not sure if it’s a billing issue due to using her credit card twice in a short time, but on the bank side it seems to have gone through, so it shouldn’t be a rollback issue.

Her account name is Caitlink.9102, she wanted to pose on these forums as well but can’t log into them, due to what we are assuming is the suspension.

Thank you for anything you can do, this game is our escape from two small children after they go to bed and a fun way to spend time together.

It really sounds like a billing issue. I would contact your bank again and verify there are no issues with the charges. The bank may have seen it as a double charge instead of 2 legitimate charges and then taken fraud steps. If they still report everything is fine, all you can do is wait on your support tickets to be answered. Do not submit another ticket for either account, this will only slow the response down. If you have additional information for support just add it to the current tickets by responding to the emails.

Ok so we called our bank and like we thought they don’t have access to reverse charges without authorization from a company.

But the bank lady said they were in fact contacted by Arenanet and given the code and requested the purchase be reversed, which is bloody weird, and I suppose is the reasoning for not having access to the expansion.

But now I am more confused as to both why this happened, and why my girlfriends account got suspended, especially since mine didn’t. We updated our tickets with this information, but hot kitten this is a strange mess.

If a chargeback was done on the accounts in question Anet will automatically close the accounts linked to the chargeback,

Support will probably tell you there is nothing they can do, but you really have to push the issue hard, other people on these forums have had similar issues and did eventually get their accounts back.

Well it’s not a chargeback from us or from the bank’s actions, based on what they said it’s a chargeback requested from Arenanet themselves, which makes this thing more confusing.

Right now we are just waiting to see what support says, hopefully it’s good news. We can’t even play together in the base game due to her account getting a random suspension, which is the kicker among all this.