Guild Wars 2

Gaile Gray.6028:

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.

jangsara.4351:

Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.

I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.

Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.

With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.

The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~

Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~

Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-

I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.

It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.

I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.

Hello,

In our home, there are five very loyal NCsoft customers. Four switched to Guild Wars 2 and 1 still glued to Aion. We’ve been supporting NCsoft since 2009. We are clean, honest players who do not bot nor dabble in RMT, we do buy NCoins and Gems as support to NCsoft. However, I am disappointed at how NCsoft has rewarded our loyalty and support.

Our family has bought four Guild Wars 2 accounts/games. One was bought physically, three others were bought online because the local retail outlets ran out of stock. My husband and kids could not wait any longer and we had to buy the accounts/games at the bloated price of $75 instead of $58. But supply and demand…

Out of the three accounts bought online, two are active. However on Oct. 14, my daughter’s account(third account that was bought online) has been suspended. No courtesy was paid by sending an email explaining what exactly she was accused of.
—-
Oct. 14, support ticket sent
- complied by providing the serial number, account name(email) and display name.
Oct. 15, escalated to Payment Review by Gabriella, NCsoft account support
- we still don’t know what is wrong with the account, still no explanation to the suspension
Oct.19, here’s what support said
…This Guild Wars 2 game account was closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in (a) transaction(s) for this account…
Matt S.
NCsoft Payment Review
Oct. 19, sent screenshots of payments made, Paypal and allcdkey.com, also sent a screenshot of allcdkey.com’s email with the serial number for this particular account.

That was the last we’ve heard from NCsoft support.
—-

We did not ask for a refund/chargeback. My Paypal account still shows that the transaction(s) was completed and there was no reversal, this also was shown on the transaction records of allcdkey.com. $75 did not get credited back to my Paypal account.

My daughter could just sadly watch us – her mom, dad and brother – playing in WvW, dungeons etc. She who did not do anything wrong could not even log in the game. Meanwhile, I can still see groups of ranger bots roaming around and RMT yellers spamming the chat. That’s a huge stinging slap to our faces.

Sure, I could just buy another game. Maybe that’s what this is all about since there are no subscription fees, just terminate random accounts and people who are hooked will buy the game again. But how can I be sure the same thing won’t happen with the new account?

I am hoping that this isn’t the case though. I am hoping for a resolution.
My daughter, she is praying to have her account back.
And the four of us, we are eager to play together in-game once again.

Incident: 121014-000400