Guild Wars 2

so is my card permanently blocked then?, that and my girlfriends? – just to clarify

and i’m not sure about buying physical copies gaile, due to a case of australianitis
https://ebgames.com.au/pc-140036-Guild-Wars-2-PC , the regular copy of the game is 20$ more than it is anywhere else, and other australian retailers match that price.

indeed gaile, my girlfriend was heartbroken that such a storm happened to her, and i convinced her to try one last time today, adamant about this game and it being worth a try, i even went to use my personal card, considering the email the support staff sent had said that the cards being marked as fraudulent/suspicious was invalid and had been fixed.

But it wasn’t

398053
account was unfairlyand incorrectly suspended permanently- contact support. – 10 hours after the game was bought.
char name was saara gungnir -acc name whoopitaow

Support Ticket sent asking why this mixup happened and when it would be unbanned due to this error.

Support replied with a full refund, no mention of why the account was banned or if it would be unbanned(or that an error had occured)

messaged support: why did this happen this is not what i asked for at all.
SUPPORT replied: “suspicious account”

Tried to buy AGAIN with 2 different visa cards, one of which previously worked.
cards been blocked.
emailed support: this was done in error and they have been unblocked.
tried to purchase the game again today with the original card. card blocked.

this is absolute ridiculous, and i am aloud to be mad about it.

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.

i believe your not looking at this objectively, but you are correct, posted in the wrong section, if some benelovent mods could please move this i would be beyond greatful.

Hecuter.6274:

Ophyrs.5984:

Arenanet please, I thought you guys were much better than this.

Define much better? She only lost 30 minutes of gameplay, just have her buy the game again and reroll the mesmer.

and what if she hadn’t played for 30 minutes before this, imagine an hour, 1 day, 1 week, 1 month. It would be much better would be explaining WHY the character was wrongfully banned/deleted instead of ignoring her requests and refunding.
imagine if that happened to another player, who had put in a LOT more hours than that, no explanation ban then refund when the ban is queried.

Update: gw2 support staff emailed her telling her they were resolving it now, an hour later they refunded the purchase, no explanation of WHY they were refunding it, nor what the original problem actually was, or that she only wanted them to fix her account so she could play again.

Also, what even happened to her account, is it dead now? , was it deleted? was it accidentally banned, still don’t know.

arenanet please, i thought you guys were much better than this

EDIT: WRONG SECTION, if somone with the power could please move this to account issues I’d be grateful

Hey, my girfriendlast night bought this game to play with me, she created a norn mesmer called saara gungnir , named her website account whoopitaow and played for half an hour. logged out and went to bed.
during this time she said nothing in game.

I am creating this thread as upon logging in to the game today to play she has " your account has been suspended for an account issue/rules of conduct/user agreement/naming policy/conduct breaches and outcomes , she is unable to login.
-according to the ruleset even if a name were offensive, for a first offence she should be offered a free name change and warning, not an ‘account suspended contact support’

now having nothing but excellent support for me personally in the time i’ve played this game, i’m suprised quite reasonably i thought that a bungle such as this could happen, and due to it being more than just a ticket issue, i’m asking on her behalf (as she cannot even log into the forums due to ’does not have access to gw2)

Also because if somone buys your game, plays for 30 mins then is unfairly banned without warning, its an awful first impression for her . and i dont want to have to wait 3 days for a ticket in the very limited time we have to play games together due to having commitments.

thanks kindly for your time.