Ok, so this is going to be a wall of text… firstly, I’m a long time fan of the game series and company; I played Guildwars when I came out and literally never stopped playing for more than 2 months until I moved over to Guildwars 2 on release. It was awesome, but I got burnt out after awhile as my friends stopped playing so I stopped as well.
Now I want to play again, but there’s a small problem: my “Guild Wars 2 account has been suspended for an account issue. Please contact Support for information.” Well I contacted support, but I got no information. I sent 3 different tickets (#1317315, #1317259 and #1305657) asking about this issue and the following, in verbatim, is my experience with Support:
Me:
(1305657:Account Suspension?)
Hey I haven’t played this game in forever (probably at least a year ago was when I last logged on) and wanted to get back into it but when I tried to log in the client told me that my account has been “suspended for an account issue.” I’m not sure if this means it’s been compromised or something else but I think there’s a decent chance it may have been since apparently it’s also linked with a mobile authenticator, which I don’t think was even a thing when I stopped playing. I’ve never shared this account with anybody or done anything against the ToS. I’d like to resolve this quickly so I can start playing again soon. Thank you for taking your time and helping me.
They’re response:
“Hello,
We are sending this automatic update because you indicated in your ticket that your Guild Wars 2 account may have been compromised or hacked. Generally, a game account is compromised as the direct result of the compromise of the e-mail account associated with the game. In the case of Guild Wars 2, that would mean the e-mail address you use to log into Guild Wars 2 and its password may be known by a hacker.
In order to ensure the security of both your Guild Wars 2 account and your e-mail account, you should immediately take the following steps:
1. Obtain anti-virus software, make sure it is updated with the latest files, and do a full scan of your system for viruses and key-loggers.
2. Change the password on your e-mail account. The new password should be one you have never used anywhere else.
3. Change the password on your Guild Wars 2 account. That new password should be one you have never used anywhere else and should not be the same as your new e-mail password. You can reset your Guild Wars 2 password by entering your e-mail address here.
If you still have concerns about the security of the e-mail account that you used to submit this ticket, you may wish to create a new ticket using a completely different e-mail account. If you do so, please reference the number of this ticket in the subject line of the new one that you create.
We look forward to helping you, and an agent will reply with more information as soon as possible."
I understand that compromises happen, and it’s entirely possible that I happened to me too, but I got this message for every ticket I sent. There was absolutely zero personable aspect of this manner of support. They (it) didn’t even tell me HOW my account got suspended.
Please ArenaNet – after this experience and me even buying the game again (because it’s on sale right now) just so I can continue playing the game I love – I think I deserve to at least know why. For clarity, I’m not asking for reimbursement or even my account back anymore because frankly I don’t care anymore but for the sake of the community and the company’s future, don’t let this happen again. I don’t want anyone else to go through this s***.
Also, it took a lot of effort for me to censor that.