Guild Wars 2

Gaile,

I am posting this from my wifes account. Here is my support ticket in detail. Sorry for the spam. The problem is support is not responding once I update the ticket. I have not heard from support since 11/26/2012. My credit card was charged, please see below. Please help! Info below is appropriately sanitized. Thank you for any help in advance.

Customer Scott Janezic via CSS Web 12/04/2012 12:09 AM
On December 3rd, 2012,

Gaile Gray
ArenaNet Support Liaison wrote the following in the “Tickets for Review (3 days and older) [merged]” thread.

121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.

Please contact me to discuss. I explained my situation to you in the first post to this Account Suspended thread. I will provide you whatever proof you need. I will even call someone on the phone to speak with them.

Thank you,
Scott

Customer Scott Janezic via CSS Web 12/01/2012 01:47 AM

Anet,

Can I please get an update?

Thanks,
Scott

Customer Scott Janezic via CSS Web 11/28/2012 06:22 AM

Anet,

On November 26, 2012, there was a credit from charge.ncsoft.com for $79.99. Can you please tell me why this money was put back onto my credit card? Is there any update about the status of my account or why it was suspended? It is winter in Estonia, so there is not much to do. I would like to get my account back up and running as soon as possible. I have already missed several days of orichalcum gathering and karma the daily.

Thank you,
Scott

Response Martin via Email 11/26/2012 10:21 AM

Hello,

Thank you for your reply.

We are in the process of investigating this issue for you and you should receive an update as soon as we have more information to provide. We may need more time if you contacted us on a weekend or holiday, but someone will respond to this support ticket as soon as possible.

Thanks,
Martin
NCsoft Account Support

Customer Scott Janezic via CSS Web 11/26/2012 01:53 AM

Anet,

Here you go:

Could you please provide the following information so that we may locate the charge(s) and review your request?

- Please provide the 25-digit Guild Wars 2 Serial Code that you registered to your account.
Order number: XXXXXXXX
Order date: 27/7/2012

Guild Wars 2 Digital Deluxe Edition $79.99
Serial Code: XXXXX-XXXXX-XXXX-XXX-XXXXXX

or
– Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). (if available)
– The e-mail address you used when making the purchase. (if available)

I use email addresses XXXXXX@hotmail.com and XXXXXXX.XXXXX@gmail.com

or
—If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY.
– If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.
– Your billing zip code or postal code.

Please let me know what else you need. The only reason I can see my account was suspended was for using multiple IP addresses to log into the game. I normally use VPN gateway in NY and D.C. Sometimes I log in from Estonia and my provider is Starman. Also, I visited the US in September and logged in from Arlington, VA. It was a Verizon FiOS connection.

Thank you,
Scott

Response GM Roger via Email 11/25/2012 01:35 PM
Hello Scott,

Thank you for contacting NCsoft Account Support.

Could you please provide the following information so that we may locate the charge(s) and review your request?

- Please provide the 25-digit Guild Wars 2 Serial Code that you registered to your account.
or
– Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). (if available)
– The e-mail address you used when making the purchase. (if available)
or
—If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY.
– If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.
– Your billing zip code or postal code.

We look forward to your reply.

Regards,
Roger
NCsoft Account Support

Customer Scott Janezic via CSS Web 11/25/2012 02:26 AM

Anet,

I have been playing without any issues until today. I play via vpn in the US from Estonia. I have no idea why my account has been suspended. Please fix this as soon as possible. I am assigned to Estonia until 2014.

Thx,
Scott