Guild Wars 2

Where did Gaile go? They were the only person that seemed to be providing any useful information and then they disappeared. I hope they didn’t freak out and quit! We NEED you Gaile!

grandmooch.8653:

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

If that’s true then this is a nasty teething period for their new system. Data analysts are great for many things but the situation is like a general sitting back at an office somewhere making decisions without seeing the field, things on the ground is not that simple or the same as what numbers and data on paper tell you. they will make lots of mistakes as evident with all of us left out in the cold atm.

[Incident: 121112-000842]- I’m not a bot

That article closes with this statement. It’ll infuriate you:

Overall, great news and one can only hope that they can keep up the vigilance.

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

Holy crap! Ya know, it sounds awful suspicious when you outsource someone to ban accounts. As their outsourced company, I assume they base their performance on how many “fraud” cases they catch so they can gloat “Hey guys! Look at us, we just blocked 3,000 players!”

bluerebelmedia.9514:

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

Bingo. Their legal team gets an A+, while their PR department….well….I don’t think that exists

lee.7594:

Issue 121108-002434

Purchased the game from their website with my own credit card. After playing two days they claim my purchase was fraudulent. My credit card was not charged for the game purchase.
While playing I purchased $54 worth of gems on the same credit card. They have refused to refund that purchase. I no longer care about the account I just want my $50 back since I will never get to use the gems. There response was:

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

Ouch. Double whammy. When was the last Support update in this thread? I can’t seem to find one from today.

Jonathan.1580:

Some things we do know…

Support is overwhelmed because theyre not dealing with just one crazy issue atm but two and thats on top of their normal work

1. Account purchasing issues resulting in termination

2. Terminating ppls accounts for botting who aren’t

#121113-002895 – un ban me I dont bot

Agreed. Yet all we’re asking for (and I believe you as well) is acknowledgement that “yep, we banned some people incorrectly and looking into it”. Any legit company would have made that statement days ago.

Walstyle.5169:

Jonathan.1580:

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

#121113-002895 – un ban me

I agree with you, and if is not an automatic message then this “Matt S.” is just copy and pasting responses. If all else fails, dispute the charge with your bank/credit card company.

While that makes complete sense, I’m not going to dispute the charge. This is what they want us to do…dispute it, then go away without a response. I’m using the BBB path. If you search BBB Arena.net you’ll go to a page that allows an online complaint. If they are saying we purchased the game from a fraudulent source, then we are completely justified in reporting the source

bluerebelmedia.9514:

Daelowana.7319:

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

Mine’s not even pending, it’s actually been charged, and they have proof, and still they send me away. I’m blown away. I was completely confident even after the terrible support and lackluster attempt at help that when they saw the bank confirmation all would be resolved.

I am absolutely blown away that a company thinks it can do this to it’s customers.

I’ve given up on playing all together. But I will not rest until 1) They acknowledge this was their error 2) Refund my purchase

PhotonVoid.6470:

Obsquacious.3524:

At this point AN has officially earned itself a spot on the list of horrible companies I have dealt with. I understand issues will occur, but any decent company would at least reply to their customer or make an announcement.

I wonder if they think people will actually buy another copy of their game?

I’m still waiting for any sort of response as well, if its not fixed by Friday I will definitely be revisiting all of the great reviews I gave this game on popular shopping sites. I was thinking something along the lines of GREAT Game, Terrible Support, Buy at your own risk you may get randombanned and be out $60 provided you don’t buy any GEMs like I did.

I suppose this is what I get for deciding to give ArenaNet a 2nd chance after I went out and bought GW1 when it came out, it was when they use the cheap paper inserts in CD jewel cases and had the scratch off to reveal CD Key thing inside. I scratched mine off with a penny and like 25% of the CD Key came off the paper with it and made it some huge unreadable mess. After several online support attempts and even a few phone calls where I even took pictures and sent it to the support tech, I was never given a key or made right. So I have GW1 sitting here with a screwed up CD Key sitting on the shelf that I have NEVER gotten to play, right next to my GW2 box, which I have been randomly banned from.

This is unacceptable

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

bluerebelmedia.9514:

bluerebelmedia.9514:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.

- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.

No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.

At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.

Ticket ID: 121111-001892

This is the response I just got after three days.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

So, you CHARGED ME and I sent you CONFIRMATION of the charge, and the credit card billing info showing you it was a valid card, and the PDF from the BANK showing you that you took my money, and you HAVE my money. Yet you still tell me it was fradulent and there’s no way you can reactivate my account.

You’re admitting to stealing my money. I played for one day.

Honestly, you people should be absolutely ashamed of yourself. This goes way beyond overwhelmed support staff, this is outright abuse and theft. You call your users criminals, ban their accounts and steal their money.

This doesn’t end here. Honestly Gaile, other moderators, you can’t possibly allow this to happen to people. You can’t honestly believe this is the right thing to do.

Well, my responses are being deleted it seems for saying this has been the worst customer experience I’ve ever received. . But I got the same message…I was charged by them, provided them with their conf number and now they’re not only blocking my posts, but permabanned me from the game. For being a paid, legit customer.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

121109-002884

5 plus days

Anyone remember when we were getting some help in this thread? I think it was Saturday…and then…they just disappeared. Arena is desperately trying to keep a tight lid on this so it doesn’t affect sales which is so unethical. Obviously, I would assume most of the employees of Arena are also gamers and many are probably frustrated that they aren’t making any statements. So my plea to them is this: If you work for the company and have any information, please try to fill us in. Set up anonymous email / facebook and post something for us. All we want is a grain of information.

If I ever get back in, which I don’t see happening at this point, I demand the title “Daelowana – Saint of Patience”

The other odd thing about this whole thing. REAL fraudsters wouldn’t stick around long enough to complain. They’d simply steal a new credit card, hack a new account and go about their business. And if all of these people were being banned for Karma exploiting (Im so new to the game I don’t even know what Karma is used for), then fix the exploit, acknowledge exactly what they did, roll back the any gain and warn them never again.

Jonathan.1580:

Natsu Dragneel.1625:

killerjoker.6879:

Hey guys! Look! After waiting for 4 days after submitting a report for being banned for being accused of “botting”, I got a response and here is what they said:

“Hello,

Your Guild Wars 2 account has been closed for using an illegal third-party program.

I want you to know that we take great care when analyzing accounts prior to termination. NCsoft support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable doubt that such use has occurred."

I really resisted on posting here because I seriously thought that my problem would get resolved and I would get my account back so I can happily go back to playing guild wars 2 which I enjoyed playing very much but nope! I get this reply in which they are still accusing me that I “bot” whereas I clearly know along with others I play with, that I clearly do not. Everything I have earned and achieved in that game, I did all by myself without any “third party program” helping me. I played this game all the way back when it was BWE3 and I have not once used any programs like “botting” or anything similar to that and I’m still being accused. I waited 4 days for that reply…. Wonder how long it will take for the next reply to get back to me…. without counting the chances of them still accusing me of “botting”

heh, ask them to provide proof of your “third party programs” i bet that they couldnt, its ridiculous, they even removed my ticket without even responding

so much for that “take great care” before terminating accounts, what care? you just set your bot banner to auto bann people for no reason or proof then ignore the legitimate players who got banned from it, nice policy there anet

It is unfortunate but the only logical conclusion to draw is this one above. The anti bot software is running on autopilot and bans people for whatever they were " flagged " for that meets its search criteria. In my and many other peoples case it’s simply for playing a long time in a certain area.

ANET could really help themselves and us by acknowledging it. Then if I were them I would just unban X accounts until they could actually really investigate it. Theyre swamped with our tickets and I think it shows very poor on them to make us submit tickets and come here in droves without even admitting they messed up

#121113-002895 – still banned

Well said Jonathan. I used to work in a fraud department for a major ISP and would block suspicious accounts WITH evidence, but whenever we ran into an issue where we questioned any of the automation, noticed any major changes (like large amounts of flagged accounts) we ALWAYS stopped blocking accounts. We’d rather error on the side of the good customers and let a few bad ones get away with it until we were certain we had things corrected.

Natsu Dragneel.1625:

killerjoker.6879:

Hey guys! Look! After waiting for 4 days after submitting a report for being banned for being accused of “botting”, I got a response and here is what they said:

“Hello,

Your Guild Wars 2 account has been closed for using an illegal third-party program.

I want you to know that we take great care when analyzing accounts prior to termination. NCsoft support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable doubt that such use has occurred."

I really resisted on posting here because I seriously thought that my problem would get resolved and I would get my account back so I can happily go back to playing guild wars 2 which I enjoyed playing very much but nope! I get this reply in which they are still accusing me that I “bot” whereas I clearly know along with others I play with, that I clearly do not. Everything I have earned and achieved in that game, I did all by myself without any “third party program” helping me. I played this game all the way back when it was BWE3 and I have not once used any programs like “botting” or anything similar to that and I’m still being accused. I waited 4 days for that reply…. Wonder how long it will take for the next reply to get back to me…. without counting the chances of them still accusing me of “botting”

heh, ask them to provide proof of your “third party programs” i bet that they couldnt, its ridiculous, they even removed my ticket without even responding

so much for that “take great care” before terminating accounts, what care? you just set your bot banner to auto bann people for no reason or proof then ignore the legitimate players who got banned from it, nice policy there anet

And don’t forget, not only did their software flag a ton of innocent accounts, they went public with how proud they were of closing down 3,000 active accounts.

I’ve practically given up at getting my account restored.. I’m now just waiting for the upcoming apology.

Obsquacious.3524:

I just submitted this issue as a news story to a pretty large gaming website. Hopefully they publish an article about this garbage.

I was going to ask if anyone had connections at any of the popular game sites to help this issue get more notice. This would force Arena to at least respond in some generic way. Isn’t it sad that in this day and age we are HOPING for something as little as an automated generic response that there is a known issue?

I just found this page doing some Google searches: https://www.facebook.com/GuildWars2BannedOurAccountsForNoGivenReason – I can also confirm what one person said that they were actively deleting posts on the official FB page of people demanding answers. You would think it would just be easier to make a statement than be flooded with emails, FB posts, forum posts and whatever else the community decides to throw at them

Pierpollo.8574:

Same problem of many of us here…digital key bought, client downloaded today, account created, i played about 30 minutes this afternoon, i tried to log in this evening and i got suspended for an “account issue” with the error code: 45:6:3:2114, after 30 MINUTES of game!
I have to say that i made a mistake because i log in to the game before confirm the account creation with the link of last Anet email..but i really don’t think this is the problem here..i’ve already submitted a ticket and i don’t know what to do now.
(sorry for bad english i’m italian)

Unfortunately, we’re all in the same position. Many of us for days. We are all waiting for some type of announcement or reply as to what the issue is. The GW2 support is being very very quiet

I’ll probably be banned again from the forums for posting that (unfortunately) but as I said in my previous posts was the company that charged me was fraudulent. Based on there recommendation, I followed the proper path and opened the complaint.

http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235

Zaken.1806:

@Daelowana

BBB is not an government entity. There is nothing they can do even with complains.

Never said they were government but I can assure you from working in the ISP world, BBB complaints get A LOT of attention. And to say they do nothing is false. They rate businesses based on how quickly they address issues opened through them. Trust me, no legit business wants to lose standing with the BBB.

bluerebelmedia.9514:

AndroidClone.1706:

bluerebelmedia.9514:

- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- 121111-001892
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Send PDF copy of the confirmation from the bank that I was charged through my support ticket.

No response since they said I was using a stolen credit card.

Ticket ID: 121111-001892

Did they close the ticket? It might take time for ArenaNet to respond since they are working to restore banned accounts.

If the ticket is closed, then you may attempt to open another trouble ticket. After 5 Business days (from 11/8) I recommend calling the Bank that issued your credit card for assistance. Just tell the Bank’s Customer service representative about filing a dispute and they should offer to do a 3 way phone call with NCsoft about the charge. The calls are recorded, and hopefully they’ll be able to resolve your situation as quickly as possible.
This option is only for fraud or charge issues, not for wrongfully banned accounts.

They didn’t close it, but the e-mail said there was nothing more they could do to help. So I have no idea if my protests with the banking information etc are even being read, but I have continued to update the ticket with additional information, yet I’ve gotten no response.

Either way, it is fraud. I bought it from their official store, I was charged, they refuse to deliver the product or offer support.

Open a BBB complaint. There’s a simple form you can fill out online. I did the same since they are saying the company I purchased my account from was fraudulent (which was them) so technically, I’m doing exactly what they told me.

I am in the same boat as the rest.

By the way, my issue is still unresolved since Friday, however I now can confirm that you never collected the funds. Please help me resolve ticket Account Closed [Incident: 121109-002884]

Jonathan.1580:

I have been gaming for many years and I know when something is afoot, they need to acknowledge they have a problem with an over zealous bot detection program banning people that simply play alot. It’s like bots dissapear then these things start happening. Coincidence?

Do that after you unban my account – #121113-002895

Exactly. I remember the old EQ1 days where the game would be unavailable for DAYS. Yes, I’d be frustrated, but they communicated ASAP with the customers. I never even considered leaving even though there were some long outages.

Be aware there are two potential reasons to be banned. My issue is for using a fraud account. The botting issue is entirely different and I’m not sure how thats progressing but from the sounds of it, they got a little too heavy handed. In fact, I read an article from one of the VP’s or CEO on Gamespot (I believe) almost gloating that they just banned 3,000 people. Personally, being someone who was improperly banned and proved I was legit, that’s a harsh thing to read.

Feel free to look at click my username and review posts if this is new for you. You will get a good idea of whats happening (and that I shouldn’t have been banned from the game nor the forums)

Here’s my latest info. There are a number of us who legally purchased the game. We were legitimately charged by NCSoft. It seems that all of these charges remained pending. Mine FINALLY dropped off today with no charge added (however my credit was reduced for 59.99 while pending). I spoke my bank and they said the transaction provider (NCSoft) was not accepting the charge. Sooo, what we’ve concluded was Arena net saw a bunch of chargebacks or non-payments (even though we did everything properly) and assumed these were people stealing cards to get Auth Numbers and reselling them, hence why we were labelled as using fraud accounts. You’ll also notice they are doing maintenance on the billing system. This entire process has been incredibly frustrating for one fact alone. Zero communication or acknowledgment that this is THEIR problem. To make matters worse, I’ve got 72+ w no response from support and was relying on this board for information. Then, out of nowhere, they suspended my forum account for too many offensive posts, which is simply untrue. I have expressed frustration, helped Gaile in determinining this was in fact their billing issue. Never trolled, swore or was irrational. I do really want to play this game but feeling left very very mistreated by the company for trying to simply be their customer.

Incorrectly banned for fraud on Friday. Dozens of automated responses until I was now permanently banned. Credit card is still pending a transaction from NCSoft. Ticket® Account Closed [Incident: 121109-002884]

Rajani Isa.6294:

Daelowana.7319:

The most frustrating aspect (besides my ability to enjoy the game this weekend) is that it is glaringly obvious that there is a problem on their end, yet no official statements have been made. I am certain this is well known at Arena net and the decision to not publicize their billing issue is most likely to not affect FUTURE sales. This is absolutely the wrong decision and unethical. Man up, admit you’re working on a problem and you wouldn’t have pissed offed what appears to be a decent percentage of actual customers who were excited to join the game.

Most companies, if they ever do, don’t release the kind of statement you’re looking for until they know what is the issue.

I (respectively) disagree. When you have a major on-going issue affecting hundreds and potentially thousands of players over the past week, you want to give them some confidence they ARE looking into the issue. Without a response, you begin to feel like we are not even a priority even though we have mostly all followed their ToS and paid for legit copies. PR Damage control is getting ahead of the message before your enraged customers.

I just checked their Facebook page hoping to see some type of public statement but the latest official post is about launching free play today for refer a friend. Some pretty harsh comments are popping up there

When this is finally resolved, they should open a server for all of us accused of fraud where we can beat the tar out of their billing department.

The most frustrating aspect (besides my ability to enjoy the game this weekend) is that it is glaringly obvious that there is a problem on their end, yet no official statements have been made. I am certain this is well known at Arena net and the decision to not publicize their billing issue is most likely to not affect FUTURE sales. This is absolutely the wrong decision and unethical. Man up, admit you’re working on a problem and you wouldn’t have pissed offed what appears to be a decent percentage of actual customers who were excited to join the game.

Daelowana.7319:

Kurt.5973:

Daelowana.7319:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

I think with some CC’s if the original processor doesn’t accept the funds within a certain amount of time the Pending charge may drop and funds would be returned to the card. I do believe you are onto something with billing tho Gale. At least for a percentage of us.

Yes I think so,dropped amount of bill from CC limit but pending so much days totally weird enough and add this bank’s slow response about that but I’ve been playing lotro for years never had a issue like this with same CC.

My guess, after working in with ISP fraud is that Arena didn’t receive payment in time, it looked like stolen CC’s and then the fraudsters resold Activation Codes.

Well, it APPEARED as fraudsters…even tho its as simple as a slow payment processing or rejected chargeback. If I’m right can I pretty please get my account unlocked soon or a job

Kurt.5973:

Daelowana.7319:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

I think with some CC’s if the original processor doesn’t accept the funds within a certain amount of time the Pending charge may drop and funds would be returned to the card. I do believe you are onto something with billing tho Gale. At least for a percentage of us.

Yes I think so,dropped amount of bill from CC limit but pending so much days totally weird enough and add this bank’s slow response about that but I’ve been playing lotro for years never had a issue like this with same CC.

My guess, after working in with ISP fraud is that Arena didn’t receive payment in time, it looked like stolen CC’s and then the fraudsters resold Activation Codes.

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

I think with some CC’s if the original processor doesn’t accept the funds within a certain amount of time the Pending charge may drop and funds would be returned to the card. I do believe you are onto something with billing tho Gale. At least for a percentage of us.

I agree with ya Call. I think based on this thread Arena is aware of an issue but haven’t publicly stated it (fail on their PR). Its much better to do damage control and inform people of POTENTIAL issues than upset people and leave them in the dark. They need to tighten up their public messaging and automated responses when these issues hit

Matik.9035:

Is it easy to actually tell if an account is a real player or a bot? I’m terrified and sick over the idea that Support could still think I’m a bot or have botted at all. I just want to play with my family again and am so scared I’ll get burned twice since I don’t understand how this works at all.

That was my concern at first as well, but you may be experiencing what many others appear to be as well and that is some type of serial code / billing issue that flagged your account incorrectly (my assumptions, not those of GW2)

If anyone’s worked in these environments before, understand the support staff gets thrown to the wolves. It’s the folks you’ll never speak to that remain closed mouthed about threats. I feel assured that support is doing their best here.

Might I suggest your automated responses mention that you may be investigating a potential issue and to be patient? Since the support team is overwhelmed it may ease a bit of the flooding. I understand that Arena.net probably doesn’t want to make public potential issues, but it would have made me a bit less nervous.

Gaile Gray.6028:

Daelowana.7319:

Gaile Gray.6028:

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

Pending, but for 59.99 from CHARGE.NCSOFT.COM. I think you may be onto something

Interesting. So you purchased on November 7, played until November 9, and the charge is still “pending” on November 11?

May I ask generally where you are located?

Thats correct. Pending since 11/7. I made the purchase in the US (Michigan)

Gaile Gray.6028:

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

Pending, but for 59.99 from CHARGE.NCSOFT.COM. I think you may be onto something

Well, I’m feeling more confident after reading Gale’s posts that this is a much bigger issue than me. Thanks for your attention. We know you’re doing your best.

Kurt.5973:

Gaile Gray.6028:

Kurt.5973:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

Order date: 11/7/2012

[Incident: 121110-002647]

it’s waiting in progress contacted bank they are managing with that

Sorry, you purchased 4 days ago and the payment still is “in progress?” What does “they are managing with that” mean?

I have no idea but I only know 60$ taken from my credit card limit but when I checked a bit ago from web it’s in waiting process section still,just contacted them to solve that also waiting response them.

Same here. Charge is PENDING w my mastercard but def on the statement

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Gaile Gray.6028:

Daelowana.7319:

If anyone would from support would care to contact me, please feel free to private message me. I was a direct purchaser through guildwars2 official site and have been blocked for fraud.

Sorry, that’s now the way it works. I am one person trying to gather information that may help many players. If you have information to share, you can post it here if you wish or naturally your ticket will be reviewed and your situation handled to the best of our ability. I simply do not have time to engage in a PM conversation at this time.

No worries. Appreciate your help. I’m happy to supply any information requested by support in this thread if it will help resolve the issue. Good luck. I know you guys are taking one heck of a beating.