Q:
(edited by Silver.3159)
New account suspended
ArenaNet Communications Manager
A:
Dear GW team,
I am speaking for my friend “juan.3487”. She bought this game about 4 days ago, and she was suspended by not reason. We opened a ticket, “130827-001680”.This is the reason of her suspension stated by NCsoft:
“Your purchase for Guild Wars 2 was voided as a result of being found too high risk to accept. The purchase attempt displayed characteristics that are currently found in numerous fraudulent transactions.”
My questions are:
1. Why didn’t you just reject the payment in the first place and said it was too risky, Instead, you took her money and now say I don’t want to do you business, please get away. May be it is rude but it’s my feeling right now.
2. She was using her personal credit card, and in what I know she has a very good credit score. Also she bought is game from your official legal website. I don’t know where is the risk come from?
3. The only reason I can think of is her IP change a lot, but it just because she was traveling out side the country and have to use VPN to improve the connection quality. I don’t know it can be the concerns you suspend her account.
She just really wanna to enjoy the game. I think it must have some misunderstanding
here. please don’t reject some one just love this game.thank you.
I understand that your friend would like to play our game, and we would like her to be able to do so. When I look at the questions you’ve asked, I’m just not comfortable answering them. Some of the details are a little personal, and I really think the best thing for her to do is to update her ticket — easy to do! — and ask those questions directly of the team member who assisted her. For instance, “What can I do to get this payment to process” is perfectly fair. Maybe the answer is “Call your bank or CC provider.” Maybe the answer is, “Try a different CC” or “use PayPal” or “Use a debit card.” I don’t know the answer, but I think they will be able to help your friend!
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
“Again, the account associated with the purchase that was voided has been permanently closed and is not eligible to be reopened. Further replies regarding this account or issue may not receive a response.” This is from the team is okay to ask them again?
Just an FYI – if Anet closed the account due to potential risk, they don’t keep the money. The transaction is reversed, and any creditcard used is refunded. It just takes a few days for processing.
On the note to try again, I’m sure it’s ok for her to appeal the decision by updating her ticket. Just keep in mind that they did say "Further replies regarding this account or issue may not receive a response.”
In GW2, Trading Post plays you!
Thank, I will let her try again.
the Fact that she is using a vpn from outside The country of regerstration is extremly suspesious itself as this is often done by card thief and hackers to try and hide there identity
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