Guild Wars 2

Hey, i have quite an issue of possibly the most negative customer service i have ever experienced in my life. The issue began with my girlfriend buying the game to play with me(using my debit card) , she managed to play for half an hour one evening before bed. her character was named like saara gungnir, her account name whoopitaow.
The next day her account was suspended- please contact support. -rules of agreement character naming. to begin with the names were not offensive, also according to the rules, she should of been given a warning and an opportunity to name change.

what followed was even worse, she created a ticket asking what exactly happened, why her account was permanently suspended wrongfully and if it could be fixed, gw2 support emailed her back saying it was ‘under consideration’ -nothing else. then promptly closed the ticket and Gave a full refund. not solving any issues, due to a refund not wanted.
she responded asking why they did this and how they weren’t solving her issue at all, that was almost 2 days ago.

BUT WAIT, IT GETS WORSE
so me being adamant about this actually being a good game, and how this must be an anomoly of some horrifict calibre said try one more time.
She went to buy the game again with her card this time, AUTHORIZATION FAILED, i asked her to try my debit card, which had previously worked the night before. AUTHORISATION FAILED, i changed computers and tried both cards again. AUTHORISATIION FAILED

So to recap
my girlfriend was
*wrongfully banned without meaning or reason
*her ticket was not solved, or even queried but just game refunded and her account presumably deleted
*her follow up ticket asking why was ignored
*BOTH her and MY cards are now unauthorized to buy from gw2

what on earth is going on here?, to quote my girlfriend “she has never been treated so awfully as a customer, and an avid mmo player, its like they hate her and her money”

BTW, the acc ticket issue number 398053.
EDIT: just for the record, as she can’t even post in the forums OR even make a customer support ticket anymore i’m posting here.

Hi,

First off all, I think your are pretty upset. It was very hard to read between the lines what the issue is. Many times this is due to being agnry (wich I can udnerstand, assuming that what you are saying is true).

I have never heard that someone is suspended permanently on a first offense when it comes to bad character naming. Many times they get a forced name change (and a suspension till you choose a new name) and in some extreme cases a suspension for 72 hours. Only repeating this many times would result in a perma-ban.

A refund is only given on request from the person who paid for it. As you said the creditcard gets permanently blocked.

I would suggest to keep a more open mind. I suspect that there is more going on under the water. Perhaps even things you both don’t know about. This can happen for example if someone has too many details bout you and is also making tickets.

Best thing to do:
1: close this thread (just delete your post here, the mods will complety remove it).
2: update the existing ticketnumber (this is always possible) with the ‘final’ grieves.
3: post the ticketnumber in the designated sticky: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged with a request to review.

Interesting. This is the second thread on this page where someone is reporting an unrequested refund.

As mercury ranique said, post the ticket number and a brief description of events in the sticked thread for tickets 3 days or older.