Guild Wars 2

Ticket#: 121113-000198

Created on the 12th

Prinzkaos.4052:

Your serial code was already registered with a Guild Wars 2 account. Then why im getting this msg. You have not applied a retail serial code to your account and the grace period has ended Until you apply a retail serial code, you will be unable to continue playing gw2. please visit the reailer where you pre-purchased. To obtain retail serial code. Can some1 help me plz. i never bought this game online or pre-order and i got my serial code. So why i can’t log in? I when from gold seller-gold buyer- account hacker to this now? Can some1 help me plz

Like Gaile suggested, you should open a support ticket because we can’t help you here.

Daelowana.7319:

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!

Check out the pinned topic “Account Issue Follow-ups – Updated Regularly” to see when the last update is on the “3 day or older” topic. Saw you posting something in there asking about it but I don’t want to clutter up that thread.

Daelowana.7319:

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

I already filed a BBB complaint, like all the rest of the posts said, this is completely unacceptable. Since my card still shows pending charge, I’m going to wait it out and see where this goes.

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.

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

My guess is from all the incoming support response, your card will be blocked from the system and your account permabanned. My CC still shows “pending charge” and that’s what happened to me.

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.

I got the EXACT SAME reply from Matt S. Except my card is still showing “Pending” and I purchased it on the 4th of this month, and I played for couple days straight to catch up with my friends before I got banned so I feel your pain. I don’t know what they are doing these days.

Just got a response from “NCsoft Payment Review” department, my account is “closed permanently and my card is also permanently blocked from their system and there is no way to reopen and unblock me.”

Purchased serial using my own CC on the 4th, is the 14th already and my card still shows the transaction to NCsoft “pending” I have no idea what is going on here.

Bought the game on the 4th of this month. Played for 3 days straight to get myself to level 40 so I can play with my friends of similar level. Tried to login on the 8th and my account was suspended. After opening 1 ticket to support, they say they would escalate my issue then closed my ticket with no response for the next 4 days. Had to open another ticket to hopefully get this resolved and not miss the events.

Anet/NCSoft, WHAT ARE YOU DOING TO US?

I submitted this ticket on the 8th around 6AM PST.
My ticket number
Incident: 121108-001176
Thank you