72 hours and nothing but an auto message from Lance
in Account & Technical Support
Posted by: Deezlar.7543
Showing Posts For Deezlar.7543:
Bump
Fix your broken system you bunch of charlatans…
You are breaking the law by retaining information pertaining to a personal account when the individual has decided that they no longer want you to hold that information.
Now, fix it.
There is nothing left to say and no lawful argument to be had on your part. Your system is broken and it is leading to financial harm for your users.
My ticket for this same issue is 3 days old now, and as such I have been forced to cancel the card associated with the gem shop account.
Disgusting behaviour on Arena Nets part..
That’s a bit quick on your part, and I really don’t think “Disgusting” means what you think it means.
Give them time and I’m sure they’ll work with you on it.
This is the most basic functionality to expect from a data driven system… CRUD.. Create, Read, Update, Delete…
This is the Gold standard for data manipulation, and should most definitely be applied to financial information.
You say that I was premature? I had an attempted access from China, which is what prompted me to remove me details. This is not premature.. Anything but.
Disgusting only BEGINS to describe this unlawful practice.
So wind your neck in. Oh and when I form words into sentences, I am entirely aware of exactly what I mean.
(edited by Deezlar.7543)
It is illegal for them to do so,
I am in the same boat and have been forced to cancel my card.
Clowns,… the lot of em……….
Good job A-Net! Golf clap
exactly what I and others had feared has come true. Thankfully it was “only” £200 and not a life changing amount.
Now get your broken system in order and fix this amazingly bad system that is currently leaving your customer base open to actual financial harm.
I had to cancel my card because of this glaring issue…
IMO the Gem store should be closed until people have a way to remove their details, but seeing as it has seen a 99%+ uptime, its clear to see where their values lie.
Adding the fact that the terms and conditions clearly state that they will not reimburse any purchase regardless of the circumstances surrounding its execution, I can only assume that this is by malicious design
My ticket for this same issue is 3 days old now, and as such I have been forced to cancel the card associated with the gem shop account.
Disgusting behaviour on Arena Nets part..
Removal where there is an addition function Is reasonably implied and no court in the civilised world world would argue any different.
I must say though that upon raising an issue with my “infraction” which was flimsy at best, I did receive a very pleasant reply that outlined the difference between support staff and forum staff.
I just wish that the account staff had a fraction of the power and customer service abilities of the forum staff.
After an account infraction for speaking out regarding a moderator closing threads:
“So I received this private message telling me of an infraction on my account due to speaking out against the actions of a moderator.
Seriously. Get your house in order, then start to judge the people that are annoyed at your lack of service.
In the time that this person took to read through the post and then raise this infraction, they could have looked into my issue and resolved it, not only appeasing a very angry customer, but sparing your already stretched to breaking point support staff from having to reply to THIS post and the many many more I am certain to write regarding your companies complete disregard for data protection law. "
pathetic… truly…
US Distance selling:
“A contract must be carried out within the time limits agreed with the customer, as stated in your terms and conditions. If no period has been greed, the statutory time limit 30 days from the day after the day the customer sends the order to you”
The contract is not fulfilled as the service is unavailable due to a security issue.
But worst ways, the fact that its a US service gives me way more sway in raising a chargeback as their laws on Data protection and distance selling are state by state.
So its their choice. A fix in a swift manner under my legal rights as a UK citizen, or a Chargeback where no one wants to delve into the quagmire that is the US legal system.
win win for me.
Regardless of where the data is stored, I have a legal right to request the removal of my card details. And this should happen swiftly.
They have failed on both counts. So regardless of region, they are still contravening a law.. I will hold them to UK law as that is where the purchase was made, notably the UK distance selling regulations, where one of the principals is:
“protection from payment card fraud”
Now as ambiguous as that may seem, I interpret that to mean that they are at liberty to sufficiently protect card details to limit and prevent card fraud, which they fail to provide by not allowing a user to remove their details, or disassociate their card from the account.
Seems like the correct course of actions…
If you are insane…
Or Arena-Net
PS, have you read the T’s & C’s? it states that no refunds will be made for purchases on the Gem store regardless of their source.
Mis-clicks, lag, double registers, hacks…
Nothing is covered.
Clowns AND criminals…
Ok so a company that stores personal details and does not allow an individual to delete those details, as mandated by the data protection act, has no security issues?
I beg to differ.
Sent to the company that I purchased the game from:
I would like to return this item as the security protocols of the product are insufficient, making the product unusable.
After purchasing in game currency, I opted to save my card details initially giving my consent for those details to be stored on a centralised database.
Having since reviewed the security breaches and hacks that the supplying company has been subject to, I attempted to remove my card details, finding that I am completely unable to do so through any channel, be it in game through an interface, on the website through account controls, or through a support ticket.
I submitted a support ticket, but after 3 days the issue is not resolved or even being investigated, putting them in a situation where they are unable to fulfil my request, that is given weight under the data protection act, in an expedient manner.
Finding that they are in direct contravention of the Data Protection Act, my faith in the company and product is sufficiently diminished for me to be well within my lawful rights to respectfully ask that my purchase be fully refunded upon your receipt of the box and serial code.
Thank you"
This is a joke..
Ok, cancelled my card now.
I want a refund on the game and all gem purchases as I am now completely jaded with the games security design, meaning I cannot play.
120905-009810
Remove my card details.
There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.
JFDI….
120905-009810
Remove my card details.
There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.
120905-009810
Remove my card details.
There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.
The details are definitely stored server side…
And I am not logging in to the game until this is resolved.
If the worst does happen, I need a strong case of plausible deniability when I contact my bank to have the funds restored.I dont have to worry about this. Do what I did, go to your bank statements, find the recipient of your gem purchase payment, and have that 1 recipient blocked from any further transactions from your account outbound. – That way it will completely negate the issue untill Ncsoft is pulled in line by Arenanet.
Thanks Sorry, glad to hear your bank are as awesome as mine =)
My bank said that they cannot block “potential future” transactions, but have flagged the recipients as potentially fraudulent, so if anything does slip through, I just have to call them and they will issue a charge back immediately.
Bit of a faff but at least I won’t be out of pocket.
100% deniability will also help if this situation escalates and I seek legal council on the issue. Things like this really irk me. And I will not let it go until it is resolved 100% to my satisfaction..
The details are definitely stored server side…
And I am not logging in to the game until this is resolved.
If the worst does happen, I need a strong case of plausible deniability when I contact my bank to have the funds restored.
Just Remove my card details from the Gem store so I can get on with my life away from Arena-Net…
120905-009810
Whoever did your UX testing should be flayed publicly for not catching a glaring omission like giving the user the ability to remove their card details.
Determined to keep this nailed to the top as I feel it is equally as urgent as resolving hacked accounts.
120905-009810
Remove my card details.
There is no excuse for this not being a player controlled function, and is in direct contravention of the Data Protection Act.
Me also.
PS, buying something else does not give you the option to unsave your details.
I tried, figuring £8.50 was preferable to some filthy hacker draining my account.Im certain that this is illegal….
That is correct, they cannot hold information like your CC details without your authorisation to do so, if you did not allow this by clear instructions (being in a TOS you accept is not acceptable) then they are holding your information illegally. Especially if there is no options to remove it.
Data Protection Act 1974 and all that jazz.
Agreed.
I gave permission for my details to be stored, but now wish to revoke that permission for valid reasons, and find myself with no way to do so in an expedient manner.
The more I think about it the angrier I get… Clowns..
My bank is awesome and will call me if there are any repeated transactions through A-Net, so really its not the cash that I am worried about.
Its the principal of it seeing as the Gem store has had an almost 100% up time even through this hacking wave that despite their protestations, is more than just “A few hackers with a database of names”….
If their security has been breached, hell even if it hasn’t, them knowing that people have details stored that cannot be removed, they should drop the gem store until they get their house in order.
Me also.
PS, buying something else does not give you the option to unsave your details.
I tried, figuring £8.50 was preferable to some filthy hacker draining my account.
Im certain that this is illegal….
I would like nothing more than to be proved wrong.. but as it stands I have alerted my bank that I am unable to remove the details, and if there are any fraudulent changes will be charging back everything, including the game and gem purchases.
You cant.
Im sure its illegal for them not to have an easy way for you to remove security sensitive information like that…
anyway Im in the same boat as you, and 2 days waiting on a ticket asking that the details be removed.
I think its nothing short of criminal that this feature isnt in, and even worse that the Gem store remains active allowing hackers to spend peoples RL cash if they are hacked.
Bunch of clowns.
Surely you should be prioritising accounts that have saved card details as it is real money at risk, instead of seemingly spending most of your efforts keeping the Gem store up 24/7 and swinging the ban hammer for banter between friends?
Feels like A-Net has reduced to some kind of Neo-Facist totalitarianistic capitalist ultra conservative Christian organisation.
Just plain Weird.
Animation skipping killed Age of Conan.. And when it was fixed, it was too late.
It is an unintended use of game mechanics and thus is an exploit to use it to gain an advantage.
There was an attempted access to my account yesterday from China, so as a precaution, I logged in to the game to remove any trace of my card details from the Gem Store, only to find that there is NO WAY to remove these details.
I have submitted a ticket to have these details removed, but have still heard nothing.
This is a gaping hole in the game that you can walk an elephant through.. Not only are a record number of people being hacked, but those that trusted the security of GW2, or at least expected the basic functionality of even the most primitive payment systems could potentially have their bank accounts drained as well as their game finances.
Can you please see to ticket 120905-009810;
I am feeling like doing something to get banned will be faster an more effective, then raising a charge-back for the game and Gems…