My account is suspended via HoT purchase

My account is suspended via HoT purchase

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Posted by: Ceridwen.6703

Ceridwen.6703

Hi all!

Just dropping a line here to ask if anyone else is in the same boat (I’ve already got a ticket with support, more of which below):

I originally purchased GW2 back in 2012. Did a beta, was in headstart. I’ve only taken one month or so completely away as a break, and have played relatively consistently over the years.

Last Saturday, 18th July, I pre-purchased Heart of Thorns. As it was a birthday present, my husband’s bank card was used, but as we live at the same address, the billing address remains the same. I’ve bought gems on his card before (and yes, sometimes with my own, too!). Never had a problem with paying for anything before.

So the purchase of the expansion goes through, with only one small hitch in that the form didn’t seem to like our Norwegian address - I had to confirm it was correct in order for the sale to happen. I registered the key code sent, and then received all the associated items with the Ultimate edition in game very quickly, and have had a lovely weekend flaunting the new stuff off and spending all but 5 of the gems - what? I planned what I required beforehand! ;D

Anyway, yesterday morning, Monday 20th July, I received an email advising my refund request for the full amount of the Ultimate edition had been accepted. Except I hadn’t requested a refund - other reasons as possible reasons for the refund were "the fulfiller’s request, incorrect address, or a refused shipment." Alarm bells rang due to the issue with the address field, and I contacted Support via a ticket straight away. I advised I didn’t ask for a refund, and that the only thing I could think of was the address was problematic (although since it’s never been an issue before, I have no idea why it is now).

Support reply saying it’s simply to do with the core game refund offered to all who upgrade to HoT after having bought the game between January and June 2015, and not to worry. If I’ve registered my code, then it’s all fine. Except it’s not, as I bought the core game in 2012, and you can’t refund the total of the Ultimate edition of HoT for that. It makes no sense. So I fire off another email (this time including amusing anecdote referring to the Dungeon Siege: Legends of Aranna expansion of 2003 and the terrors of Uwe Boll making films), and a little while later, I decide to log in to do my dailies.

Except I can’t. My account is suspended because of "account issues." You’re not wrong, GW2, you’re not wrong. Issues there are indeed. :/ I’m a sad panda, as I only got back into the game last Saturday after nearly two weeks away on holiday. I’ve numbers to catch up on! I was so happy to finally make the pre-purchase, too! XD

I’ve added to my support email advising of this, and thought I’d bring it to the forums for discussion: are any other vets experiencing this situation? Or, have you experienced it and it was resolved? If so, how long did it take to resolve? I’ve dailies to get to, achievement points to acquire, etc., etc.!

EDIT: I should say, when I made my support ticket, it said my core game Key was invalid - I presume the HoT one overrides and nullifies it. So if they have tried to refund the whole €99 for the Ultimate HoT edition, it ends up with me not having a working game - which is just nuts!

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

(edited by Ceridwen.6703)

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Posted by: Behellagh.1468

Behellagh.1468

The forum can’t help you, you have to submit a support ticket via the support link on the page and from there the “Submit a request” link in the upper right of that page.

We are heroes. This is what we do!

RIP City of Heroes

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Posted by: Ceridwen.6703

Ceridwen.6703

I know the forum can’t help per se - I’m asking if anyone else has experienced this, and if so, how long it took to be resolved, i.e. I’m asking for the player side of the coin. I already have a ticket open and know the Support team is looking at it.

I will say, I’ve had confirmation from Support that this will take further investigation.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Ok I Did It.2854

Ok I Did It.2854

Cant say ive seen this exact problem before, but other people have had problems with billing/credit cards etc, sounds like your bank/card issuer might have thought this was a false buy, and blocked payment, or indeed it could just be the address thing,

Normally when it comes to billing issues etc, support are normally pretty fast that fixing the issues.

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Posted by: Basandra Skye.4031

Basandra Skye.4031

I know the forum can’t help per se – I’m asking if anyone else has experienced this, and if so, how long it took to be resolved, i.e. I’m asking for the player side of the coin. I already have a ticket open and know the Support team is looking at it.

I will say, I’ve had confirmation from Support that this will take further investigation.

At least they’re looking into it. Mind, there have been other unforeseen edge cases by their own admission as well, so that may be playing a role too.

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Posted by: penelopehannibal.8947

penelopehannibal.8947

Blurr out your email address in the picture, or remove the image altogether, as hackers can get hold of your account easier if they know what log on email address to use.

Blood & Merlot [Wine]

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Posted by: Ceridwen.6703

Ceridwen.6703

Blurr out your email address in the picture, or remove the image altogether, as hackers can get hold of your account easier if they know what log on email address to use.

Good point! I’ve removed it.

Thanks to everyone else for input!

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

There is another thread about a refund issue. As far as I know, it has yet to be resolved.

Good luck.

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Posted by: Zohane.7208

Zohane.7208

My family is in the the boat as you.
After buying HoT for my account, we proceeded to buy for my wife. The transaction was denied, so we switched to my wife’s card and managed to buy, but the day after the account was suspended. We sent in a ticket to support explaining the sequence of events, expecting the account to be handed back to us, since we had done nothing wrong, only used credit cards we own to buy stuff from Anet. A few Days later the following response came in:
“Looking at your account, I see that our payment processor found your purchase attempt met certain criteria indicative of a fraudulent purchase attempt. As a result, our payment processor preemptively refunded the purchase of the serial code and returned the funds to the cardholder. Also as a result, the serial code was disabled and the account was permanently closed. The account will remain closed and is not eligible to be reopened for any reason under any circumstances.”

After this, nothing has happened – the ticket has been thoroughly closed, with no reply to our plea to have a second look at it, and the “tickets for review” thread seems to have been abandoned by Anet – no red post for almost 2 weeks.

There’s at least one more similar situation posted in the tickets for Review thread, so there’s at least 3 accounts that have been closed over this kind of matter.
See https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/5284243 and the post 2 above that one.

So in conclusion, OP, yes there’s more than you in this situation. We also have no idea how many have not posted here, and how many have no way to post here since they don’t have a second account available.

Gunnar’s Hold
Guild Leader for Tyria Liberation Council [TLC]

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Posted by: Ceridwen.6703

Ceridwen.6703

I have an update!: I’ve had another email from support, advising that the payment processor deemed the transaction suspicious, hence the account suspension. Support have reviewed my account, and deemed the purchase absolutely fine, so my account is freed up again (huzzah!). I’ll have to ask my husband to check if the refund money is back in his bank account again, as we have to purchase a new copy of the game for a new serial code (my old one and HoT one will no longer work). Hopefully the purchase will stick this time.

Zohane, I hope you get your situation reassessed. Perhaps a chat with your card provider, and their take on it may be of use? I don’t know how much it would help, but perhaps they can assist with advice or confirmation your card use is acceptable. If so, maybe you can then try opening a new ticket. Good luck with it!

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: penelopehannibal.8947

penelopehannibal.8947

Good news is good! Welcome back to Tyria!

Blood & Merlot [Wine]

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Posted by: Ceridwen.6703

Ceridwen.6703

Good news is good! Welcome back to Tyria!

Cheers! I think it’s important to update with the good stuff as well as the not-so-good! It may give someone else a little hope, too.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: BriBriPuff.6087

BriBriPuff.6087

Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?

If your girlfriend does not hear from support after 72 hours a ticket number can be posted for review in the sticky thread located in this forum.

The Burninator

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Posted by: Ceridwen.6703

Ceridwen.6703

Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?

Timing is likely a case-by-case issue (basis is the 72 hours Trogdor says), but for me, I filed a ticket initially on Monday 20th regarding the refund, before the account was suspended, and received a response later the same day. It didn’t answer my query, so I wrote back to Support for further information, and whilst awaiting a response from that, discovered my account was suspended (21st July). I added another email to my ticket, and received a response the same day advising further investigation was required - less than 24 hours later (still 21st July, technically 22nd July for me in the EU) I got my confirmation of ban reversal, and am just waiting for the refund to reappear in my husband’s bank account before making the purchase again. That can take somewhere between 3-5 business days (so not the weekends, just Mon-Friday, which is standard practice).

Again, it’ll be a case-by-case basis, but it’s good to keep ourselves informed on how our cases proceed. My initial ticket did advise they are quite busy.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

(edited by Ceridwen.6703)

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Posted by: Avraham.8504

Avraham.8504

My situation is like yours but a bit worse. It didn’t help that I messed up at first:

Current Ticket #: 1664808

On Saturday July 18th, I pre-purchased the expansion. Unfortunately, in my excitement I registered a new account. When I realized my mistake, I contacted support.(ticket# 1655531). On Sunday, July 19th, GM Josh responded and per my request, and cancelled my order.
I then attempted to re-purchase the expansion via the in game client. After three failed attempts, I gave up and purchased the expansion through the Guild Wars 2 website. I purchased the $100 package successfully. I logged into the game, played for a bit and used my new gems to purchase a few items.

On Monday, July 20th, I came home from work to find my account as suspend. I submitted a request for support (# 1660274). GM Maynard responded that he was transferring me to the Payments Department. When asked, GM Maynard would not explain why my account was suspended.

GM Ironborne, whom I assume is from the Payments Department, responded they needed more information. They asked for details I had already provided (which I submitted again). When pressed, GM Ironborne also would not explain why my account was suspended.

On Wednesday, with still no resolution, I sent another message, demanding an explanation.

On Thursday (July 23rd) GM Archersbane responded with the following:

“After manually reviewing your purchase attempts, I see that our payment processor found they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized retailer who has the game available for purchase. You may view a list of our authorized retailers at: https://www.guildwars2.com/en/retailers.”

I checked my C.C. statement and the purchase of the expansion was refunded (both of them). However, I am still locked out of my account (It’s listed as suspended still) and I do not know if/how I can pre-purchase the expansion?!

I got the automated response to my latest ticket and then I got another response that my case was being forwarded…. to the purchase department sigh. I have no idea if/when they will unfreeze my account. After reading some messages on these boards I’m less hopeful. I understand why they don’t have a call center but I really wish they would provide better service in situations like these. I’ll update if I’m able to get my account back. If I do, I plan on using a different credit card, lol.

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Posted by: Ceridwen.6703

Ceridwen.6703

I hope it gets sorted out for you, Avraham. There’s also the stickied threads for tickets older than 72 hours if your most recent ticket takes a bit of time. If you registered all the way (even a new account by accident?), maybe it’ll take a little extra tweaking to put right. My experience with Anet’s Support is that they work quite quickly, so hopefully you’ll get some more information soon.

Good luck! And let us know back here how it goes.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Avraham.8504

Avraham.8504

Unfortunately, it isn’t go well for me. Here is the latest response from customer service:

Hello Andrew,

This Guild Wars 2 game account was permanently closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in the transaction where the Guild Wars 2 Serial Code was purchased. The owner of the credit or debit card contacted the issuer stating that the transaction was made without their permission. Upon review, the issuer returned the money to the owner of the credit or debit card resulting in a chargeback.

Our decision to close an account in the event of a chargeback is the result of both regulations set forth by our credit transactions services provider as well as the fees involved with a chargeback that we incur as a result of the chargeback.

The issuer of the card will only process a chargeback if the credit card owner has already attempted to resolve the billing dispute with the company making the transaction without success.

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.

…and here is my latest response:

I am the owner of the credit card and I did not contact the issuer stating the transaction was made without my permission.

I did say that if my account wasn’t restored, I would dispute the charge for the expansion. It seems the Payment Department jumped the gun, and refunded the charge themselves. I am more than happy to re-purchase the expansion.

The account you had closed had been open for three years. The amount refunded was for the expansion, HoT, not the original game. You should be able to check this via your system records. “Avrah.8504” has been active for three years.

You also state, “Please be aware that Guild Wars 2 support has no record of any requests for assistance regarding billing issues from either the owner of the credit card or the person who created this game account prior to the credit card dispute.” That is incorrect. See ticket #: 1655531. I saw an earlier e-mail where you merged my latest ticket. I ask that you review this entire case again. I am the owner of the credit card and the person who created the game account.

I should not have to purchase a new serial code for the original game. Access to my original account should be restored. I have two serial codes from the purchase of two GW2 accounts. One for my account, the other for my wife. Normally, I’d provide you with both serial codes as I don’t remember which code relates to my account. Unfortunately, given the experience I’ve received so far, we are hesitant to do so. My wife is afraid you will unjustly lock her account too.

If you no longer want to provide customer service, I understand. I ask that you please forward me to someone else who is willing to help. A manager or supervisor will work. I am willing to discuss this over the phone but I cannot let this go. I will no longer be disrespectful to customer support, but I feel the action against my account is unjustified.

Please respond when possible.

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Posted by: Avraham.8504

Avraham.8504

Update I just forwarded my credit card statement to GM Ironborne, as evidence my GW2 HoT expansion purchase was refunded by ArenaNet LLC, not by customer dispute. Cross your fingers the Payment Department isn’t tired of me and are still willing to work this out.

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Posted by: Zohane.7208

Zohane.7208

I have an update!: I’ve had another email from support, advising that the payment processor deemed the transaction suspicious, hence the account suspension. Support have reviewed my account, and deemed the purchase absolutely fine, so my account is freed up again (huzzah!). I’ll have to ask my husband to check if the refund money is back in his bank account again, as we have to purchase a new copy of the game for a new serial code (my old one and HoT one will no longer work). Hopefully the purchase will stick this time.

Zohane, I hope you get your situation reassessed. Perhaps a chat with your card provider, and their take on it may be of use? I don’t know how much it would help, but perhaps they can assist with advice or confirmation your card use is acceptable. If so, maybe you can then try opening a new ticket. Good luck with it!

Yay! We got my wife’s account back as well. It seems the tickets for Review thread works after all. Thanks Ceridwen for hoping for me when I had sort of given up myself.

Gunnar’s Hold
Guild Leader for Tyria Liberation Council [TLC]

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Posted by: Ceridwen.6703

Ceridwen.6703

Yay! We got my wife’s account back as well. It seems the tickets for Review thread works after all. Thanks Ceridwen for hoping for me when I had sort of given up myself.

You’re welcome! I’m glad to hear it worked out in the end.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Avraham.8504

Avraham.8504

I’ll post my issue in that thread too… I just composed and e-mailed a complaint letter to the BBB and various individuals with ArenaNet LLC and NCSoft.

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Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

Next

My situation is like yours but a bit worse. It didn’t help that I messed up at first:

Current Ticket #: 1664808

On Saturday July 18th, I pre-purchased the expansion. Unfortunately, in my excitement I registered a new account. When I realized my mistake, I contacted support.(ticket# 1655531). On Sunday, July 19th, GM Josh responded and per my request, and cancelled my order.
I then attempted to re-purchase the expansion via the in game client. After three failed attempts, I gave up and purchased the expansion through the Guild Wars 2 website. I purchased the $100 package successfully. I logged into the game, played for a bit and used my new gems to purchase a few items.

On Monday, July 20th, I came home from work to find my account as suspend. I submitted a request for support (# 1660274). GM Maynard responded that he was transferring me to the Payments Department. When asked, GM Maynard would not explain why my account was suspended.

GM Ironborne, whom I assume is from the Payments Department, responded they needed more information. They asked for details I had already provided (which I submitted again). When pressed, GM Ironborne also would not explain why my account was suspended.

On Wednesday, with still no resolution, I sent another message, demanding an explanation.

On Thursday (July 23rd) GM Archersbane responded with the following:

“After manually reviewing your purchase attempts, I see that our payment processor found they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized retailer who has the game available for purchase. You may view a list of our authorized retailers at: https://www.guildwars2.com/en/retailers.”

I checked my C.C. statement and the purchase of the expansion was refunded (both of them). However, I am still locked out of my account (It’s listed as suspended still) and I do not know if/how I can pre-purchase the expansion?!

I got the automated response to my latest ticket and then I got another response that my case was being forwarded…. to the purchase department sigh. I have no idea if/when they will unfreeze my account. After reading some messages on these boards I’m less hopeful. I understand why they don’t have a call center but I really wish they would provide better service in situations like these. I’ll update if I’m able to get my account back. If I do, I plan on using a different credit card, lol.

I’m looking at this right now. I think I found an oops; must fix! Hang tight.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

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Posted by: Michael Henninger.7451

Previous

Michael Henninger.7451

Game Support Lead

Next

So, I started looking into this via a PM from the OP this morning (8am PST). I found their account was terminated errantly and then noticed more people with this issue. It’s gonna take a few to right this but I’m on it.

*Edit: Not the OP that PM’d me. A 3rd case. #whoops

GM Delicious Intent
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Posted by: Avraham.8504

Avraham.8504

Thank you Michael, I’m available if you need to contact me via telephone or e-mail. Please contact me if you can resolve this. I will need to contact the BBB and tell them this case is resolved.

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Posted by: Ceridwen.6703

Ceridwen.6703

Thanks for looking into this, Michael! I think it will be appreciated. <3

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

(edited by Ceridwen.6703)

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Unblocked and the policy is being corrected as a write this. Many apologies. =D

GM Delicious Intent
Twitter: @ANetCSLead
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Posted by: Avraham.8504

Avraham.8504

I can verify that my account is now unblocked and I am free to play. Thank you again Michael! I had lost all hope.

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Posted by: Ceridwen.6703

Ceridwen.6703

Great news! WB, Avraham!

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Liam.7458

Liam.7458

I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.

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Posted by: JustTrogdor.7892

JustTrogdor.7892

I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.

Contact support for assistance. Link located at the top of the page.

The Burninator

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.

Heart of Thorns hasn’t been released yet, so there is no HoT to load. If you mean your regular core game account isn’t loading, or you can not log-in, then a ticket to Tech CS may be in order.

If your suspension is over (or in error), and you can’t load into your regular game account, then a ticket to CS is in order.

Good luck.

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Posted by: Ragner Angel.3690

Ragner Angel.3690

Hi! My mother actually has a similar situation and has been locked out of the game for nearly 2 weeks now for attempting to purchase HoT on her own credit card, is there any chance it could get looked at?

ticket #1640701: Account closed for using credit card

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Posted by: Ceridwen.6703

Ceridwen.6703

Hi! My mother actually has a similar situation and has been locked out of the game for nearly 2 weeks now for attempting to purchase HoT on her own credit card, is there any chance it could get looked at?

ticket #1640701: Account closed for using credit card

You might want to try a repost in this thread, if you haven’t already.

“Ph’nglui mglw’nafh Steve R’lyeh wgah’nagl fhtagn.”

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Posted by: Ragner Angel.3690

Ragner Angel.3690

Yep, posted 13 days ago. And there have been no staff replies in that thread for 18 days so I figured I’d try my luck here.

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Posted by: Michael Henninger.7451

Previous

Michael Henninger.7451

Game Support Lead

Yep, posted 13 days ago. And there have been no staff replies in that thread for 18 days so I figured I’d try my luck here.

The account looks compromised. I’d suggest she create a new ticket so that we can help secure the account.

GM Delicious Intent
Twitter: @ANetCSLead
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Posted by: Ragner Angel.3690

Ragner Angel.3690

Done, the new ticket is #1672416 thanks for the quick reply

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Posted by: Speedmeister.2879

Speedmeister.2879

To Michael Henninger and the Guild Wars 2 support team

I am Ragner Angel.3690’s mother.

From the bottom of my heart, thank you for returning my game to me……

It has been a 23 day wait, but I am sooooo relief……

THANK YOU again

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Posted by: Lupinejack.7804

Lupinejack.7804

I have been having an issue that I have noticed you have been helping others with, hoping you could help me. I Was having issues trying to purchase the ultimate edition expansion from the site no matter what card I used, finally after many convo’s with support 3 calls to Paypal and my bank I recieeved a message from support that it was due to arena net blocking the payments and it was fine for me to go ahead and make the purchase they allowed it. Upon purchase of the game and adding the code I found my account to instantly be banned. I’m reading about the countless people exp, this and i’m worried because it took over 10 days for a lot to get their accounts back. If you could help I would be most greatful. thanks for you time.

Edit: also I have done some digging and this isn’t a new issue… how isn’t there a resolution that is better than “If it happens put in a support ticket.” some of us have hundreds if not thousands of dollars tied up into our accounts. This is a pretty serious issue.

(edited by Lupinejack.7804)

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

I have been having an issue that I have noticed you have been helping others with, hoping you could help me. I Was having issues trying to purchase the ultimate edition expansion from the site no matter what card I used, finally after many convo’s with support 3 calls to Paypal and my bank I recieeved a message from support that it was due to arena net blocking the payments and it was fine for me to go ahead and make the purchase they allowed it. Upon purchase of the game and adding the code I found my account to instantly be banned. I’m reading about the countless people exp, this and i’m worried because it took over 10 days for a lot to get their accounts back. If you could help I would be most greatful. thanks for you time.

Edit: also I have done some digging and this isn’t a new issue… how isn’t there a resolution that is better than “If it happens put in a support ticket.” some of us have hundreds if not thousands of dollars tied up into our accounts. This is a pretty serious issue.

You will have to create a support ticket for assistance, or at the very least, post a ticket number.

Good luck.

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Posted by: Lupinejack.7804

Lupinejack.7804

I have posted the ticket number in a stickied post. But this post right here is also proof that This “IS” an issue needs attention. just two seconds in any search engine and you can see how common this issue is and that its been happening for some time. I also think that 10 Days is unacceptable response time. 3-5 days is the normal response time when it comes to Financial institutions here in the U.S. The issue is if I dispute the charges they will delete my arena account that I have tons of money invested. But If I don’t and I wait the full 10 days then I will have waited beyond the allotted time to dispute the charges..

Update: still nothing as we roll into day 5.

(edited by Lupinejack.7804)

My account is suspended via HoT purchase

in Account & Technical Support

Posted by: Qcom.3462

Qcom.3462

Any update about this issue?

I’m in the same situation of Avraham.8504 and receive the exact same reply form the service client, bought HoT from gw2 (In game) on Nov 1st and banned on Nov 2nd I lost the service client about this account, my ticket is #1923140. They only asked me about general information and about my connection location in the past 6 months, nothing related with the transaction.

I contacted digital river and they cannot assist me about this problem. I bought gems 2 times and a 2nd account in the same way in the past ( by PayPal) I can’t explain why now it’s not possible.

Who can assist us in that situation ?

How you guys solved this issue ?

My account is suspended via HoT purchase

in Account & Technical Support

Posted by: Figlilly.3907

Figlilly.3907

I think it is time you posted in this thread: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-2/page/11

Although it says ‘three’, I believe they are allowing seven days to answer lately because Support is so busy.

Good luck. I hope you get it sorted soon.