Showing Posts For KidneyCarver.1457:
How long did it take? I have been waiting since the 31st.
Lol another support ticket?….I have been waiting 6 days now on the first one.
Look I know you guys are trying to keep up but for some of us its gone way to far, thank you for the chance to see the game and for in some ways trying to fix it but who do we talk to so we can get our money back.
File one too maybe they will get the hint.
in Account & Technical Support
Posted by: KidneyCarver.1457
Thank you for using the Better Business Bureau’s Online Complaint System.
Your complaint has been assigned case # 22357120.
.
Filed on : September 5 2012
Filed against :
ArenaNet, Inc.
3180 139th Ave SE 5th floor
Bellevue WA 98005
Complaint Description:
I purchased the game Guild Wars 2 w/digital download which came with early access. I played for about 2 days before I recieved emails saying someone was trying to log onto my account from another IP(China) so I reset my password just to be safe, went back to playing the game and about 2 hours later I was booted from the game, I logged back in only to see a screen saying i was banned for gold buying. I have not bought anything related to guildwars other then the game itself, so I submitted a support ticket on 08/31/12, it is now 09/05/12 and I have not recieved a single reply. There are 1000s of other players with the same issue I am going through and ArenaNet, Inc. is doing nothing we can see too fix it. I payed for goods and I am not getting the goods. At this Point I just want my money back without waiting years for them to not do anything at all.
Your Desired Resolution:
Fix the accounts that were damaged, replace what they lost on their accounts, reply to support tickets so we know if we are even being helped and give refunds to those who want them.
Give me my money back I payed for a game instead you give me nothing in place of my game, by the shear amount of people “Hacked” who even created special emails and password just for GW2 its pretty safe to say the leak is on A nets side. I dont want to see the BS anymore, dont want to wait patiently anymore, simply want my money back.
Anyone that posted here actually been helped yet? I was the second reply and I haven’t heard a peep.
nope nothing I have post on all areas of the forums regarding account issues and nothing.
I had similar issue as his, soon as i seen the attempts I reset my password playing along fine for 2 hours i get dumped i try to log in and says i am banned for buying gold, people all over facebook site had same issue. odd part is I have not sold/bought gold and my account name/email and passwords are unchanged so why would the have the bans in place for our security if all it does is punish us they didnt even verify i was hacked befor blocking my account.
Actually, By banning the account ArenaNet is further protecting you. If your account is being accessed by a third party. By closing it they are protecting your assets on the account and any personal information tied to it. It allows you and them to take the necessary steps to ensure the account is secure prior to allowing access to it again.
The word ban is over used, whereas the word suspension is a far better way to describe most of these situations.
I have played Eve Online for 8 years, where I have 12 accounts, and thousands of dollars (USD value) of assets on those accounts. A couple years back all 12 of those accounts became compromised due to a keylogger that went unnoticed on one of my computers. Within 7 minutes of the unauthorized login CCP had all the accounts suspended. I lost several hundred dollars worth of assets in those 7 minutes, and because of the nature of the economy in Eve Online, reimbursement is not possible regardless of circumstances. My accounts remain locked for over a week while I was forced to wait for them to verify a number of details.
Yes it was a huge inconvenience, and I was very disappointed I couldn’t play eve for nearly 2 weeks. But I am still to this day eternally grateful they acted as quickly as they did and took security seriously enough to do their due diligence before removing the sanctions.
You say ArenaNet banned your account prior to verifying the account was in it’s proper hands. Unfortunately the damage that can be done (not only to your account but to the economy in game when your account is used to launder/move in game currency on large scale for the purpose of RMT) in the time it takes to verify your identity and ensure that the account is being accessed by its proper owner can be quite serious. The safer way to approach this from a ArenaNet’s position is to close the account and take care of the details afterwards. That way no further damage is being done in the mean time.
As I mentioned before, I do sympathize with the inconvenience of loosing access to the game. But unfortunately in these circumstances, steps like these need to be taken to protect the interests of you, the community, and the long term success of the game.
Please feel free to ask me for any advice or suggestions on account security and steps you can take to ensure you do not become a victim of fraud.
Best of luck.
cool story but if you read what I wrote nothing was changed or accessed and the message says BANNED not closed(lock) for your protection which I would have felt ALOT better about seeing.
120902-011393 is the newest of 3 with the proper info. changed my password because of the attempted connections to my game and about 2 hours later I was booted off and it said I was banned for gold selling.
I confirmed my e-mail adress yesterday and since I did that, I can see some unfortunate login attemps on my acc like :
Address: 59.61.188.199
City: Fuzhou
Region: 07
Country: CNI am located in CA so i’m asking my question again :
I have been hacked. How long will it take to get my account back ? (Reference #120905-002671)
Thank you!
Ok, now you see the login attempts. Did you ever authorize the logins by accident? The reason I ask is because we need to identify if the fraudster has accessed your email account as well or if you gave him access to your guild wars 2 account by mistake?
If you DID NOT click that link, and you are absolutely sure of that, then your email account IS COMPROMISED as well.
Do you use the SAME PASSWORD for your email as your guild wars 2 account?
If not then it is likely you have a KEYLOGGER installed on your computer. May keyloggers are very well programmed and can fool nearly all security software and anti-virus/malware programs out there. Even if your password IS the same, it is still likely you have fallen victim to a keylogger as it is the most common way people who commit fraud learn passwords, credit card numbers and such.
Your first order of business is to format your PC and reinstall windows fresh. Backup any essential data, but do not attempt to backup any installed software or system files. Doing so will just increase chances of compromising your freshly installed copy of windows.
Furthermore, make sure you include all of this information in your support ticket to ArenaNet.
Under the current circumstances, I see no reason why they would refuse to re-open your account, but patience is going to be necessary on your part. While I can understand the frustration of not being able to play Guild Wars 2, understand that ArenaNet is operating under a limited number of staff, and there are a great many other users who are experiencing the same problem as you are. They need to address everyone with equal priority and that may take some time.
What you CAN and SHOULD do in the meantime, is take steps to protect yourself and prevent this from occurring again in the future. You can do that by following the steps I provided earlier in this post.
In a case like this where a keylogger is likely evident, Do not take chances with a virus scanner. Start fresh with a new install of your Operating System (Windows). Also you may want to consider that any sensitive information that you have typed using your computer recently is likely also compromised. This includes Credit Card numbers, any account information for other games, paypal, ebay, etc…
You NEED to change all this information ASAP. But don’t do it before doing a fresh OS install, or use another computer in the meantime to change all this information. You may even want to go as far as notifying your credit card company of this situation and having them issue you a new credit card number and card.
As I mentioned before and I cannot stress this enough. DO NOT change any login information or passwords using your current install of windows. Doing so will likely just feed the new information right into the hands of those who are committing the fraud. You likely still have a keylogger in place logging all your keystrokes. Use another computer to change all your passwords and logins where possible and get your PC cleaned out and a new install of windows on there asap.
If you have any further questions, Ill continue to monitor this thread and provide you with any help I can. My field is IT Securities, so I’ll do my best to provide as much informed advice as I can.
Best of luck.
I had similar issue as his, soon as i seen the attempts I reset my password playing along fine for 2 hours i get dumped i try to log in and says i am banned for buying gold, people all over facebook site had same issue. odd part is I have not sold/bought gold and my account name/email and passwords are unchanged so why would the have the bans in place for our security if all it does is punish us they didnt even verify i was hacked befor blocking my account.
I am mad that you guys say this is my fault, I get an email saying someone tried to access my account like 700+ times, so I do the smart thing and change my password right then. I am playing the game for about 2 hours when my screen goes black…I try to log back in and it says I am banned for gold buying or something, which later looking at the facebook area others had the same issue. But heres the thing my account was not taken over so much as I can tell… no email change no names change no password changes other then what I did, why was my account block and has been blocked since the 31st. I have submitted the tickets, even corrected it as soon the wiki gave more guide lines for submitting a ticket and then I see your wiki say you fixed all account before Sept 1. I am tired of automated responses. I spent $80 for early access now it more like maybe some day access. PLEASE please FIX IT. I know I am not the only one with a broke account but 4-5 days without any word is a bit much.
I wouldnt mind getting my money back just so I can buy another game it woul dbe quicker then waiting for them to fix it…
Account wrongfully banned, still no response
in Account & Technical Support
Posted by: KidneyCarver.1457
I am mad that you guys say this is my fault, I get an email saying someone tried to access my account like 700+ times, so I do the smart thing and change my password right then. I am playing the game for about 2 hours when my screen goes black…I try to log back in and it says I am banned for gold buying or something, which later looking at the facebook area others had the same issue. But heres the thing my account was not taken over so much as I can tell… no email change no names change no password changes other then what I did, why was my account block and has been blocked since the 31st. I have submitted the tickets, even corrected it as soon the wiki gave more guide lines for submitting a ticket and then I see your wiki say you fixed all account before Sept 1. I am tired of automated responses. I spent $80 for early access now it more like maybe some day access. PLEASE please FIX IT. I know I am not the only one with a broke account but 4-5 days without any word is a bit much.