Showing Posts For Zenith.2647:
Officially have tried all that. Working on the paypal account. Not gonna hold my breath as no method or card I have tried so far on any IP, email or billing address I have attempted to use has resulted in success. I’ve never been banned, never hacked, never even reported.
“Hello,
A particular payment method is not the only characteristic that is reviewed when purchase attempts are made.
As [we] mentioned, there are characteristics associated with your purchase attempts that are indicative of high risk purchases. We cannot provide more information than that for security reasons. If you are unable to purchase, it is because of those high risk characteristics and will continue to be the case as long as those characteristics are present.
I’m sorry, but there is no further assistance we can provide regarding this issue. If you need assistance with your account in another manner please let us know, otherwise we will not be able to discuss this particular issue further as we have already provided as much information as we can regarding the situation."
This is my latest support reply. How can “you’re kittened and will continue to be kittened until the reasons that you’re kittened are no longer present, but we can’t tell you what they are or how to fix them because reasons” be your customer support response ANet? How can a brand new card have measurable characteristics?
You could try using PayPal as a middleman if you want to avoid them or one of those gift card/credit cards.
Right but I had my roommate use his card and that failed and was subsequently flagged too. So what reason do I have to think a gift card won’t be the same? That was going to be my next logical step but I can’t get any answers/reassurances from ANET that it won’t result in the same mishap.
I really enjoy this game and the fact that customer service is so poor and inaccessible is downright disheartening. Because let’s be real, this is an easy fix, a fax or email from a bank and this should all be cleared up. The powerful unwillingness from ANet is what confuses and upsets me.
I’m trying to pre-order the xpac to no avail.
This all goes back to a payment issue I had when gw2 switched payment processors months and months ago. It was a very minor issue that could have been fixed with a simple phone call or email. I had just moved, twice in 2 years, my zip changed by 1 digit. I went to buy some gems, put the wrong zip in and (little did I know it) BAM kittened for life. So I contacted support and was told my card had been flagged as a high risk transaction. I explained the issue and inquired about the steps to take to fix this. Essentially was told buy gem cards, there’s nothing they can do, no way to help, etc. I asked to be put in contact with the payment processor and was ignored. All subsequent inquiries were met with something to the effect of “any further requests on this matter will not be given a reply”. So I made a forums post, nothing ever happened. I resigned to buying gem cards if ever I felt the need and that was that.
Fast forward to a week ago when I attempted to pre-order the xpac. I tried both on the gw2 site and the in – game store. Both failed. So I contacted the payment processor Digital River told them about my recurring issue and asked how to go about removing this flag on my card. They told me they didn’t know what I was talking about, were no longer affiliated with guild wars, have no record of the card transaction and highly recommend that I contact gw2 ’ s customer support. I thought hmm that’s weird.
So I had a friend try to use his card to pre-order for me as a last ditch effort because I didn’t want to get into it with “customer support” again since I didn’t get any the first time. Payment failed. Sigh. Fine.
I contacted support again. Took them almost a week to get back to me. They told me this new card, which had never before been used in their system or their payment processor’s system is showing signs of a high risk transaction. I’m not sure how since it’s never been used. Apparently this has nothing to do with a single card and also nothing to do with their payment processor who has no record of flagging me so I’m not sure why I’m being lied to or given the runaround. I just don’t understand why I can’t get help on this issue, why I’m being told there’s no way to bounce back from this, or why no card I attempt to use will work.
I have had a recurring issue with this for over a year. The first time they said my card had been flagged as a high risk transaction for no reason really. They said all the customer service they could offer me was to go buy gem cards, which I did. I kept trying to get in contact with someone who could help sort this out and eventually they told me they were just going to ignore my requests for help. Now I’m trying to pre – order the xpac with a new card and getting the same error message and same “customer service” response. So apparently this is my whole account and not just my card. I have even had other people try to pre – order for me to no avail. They said their payment processor is the one who flagged me and yet I contacted DRI and they have no record of the transaction, so ANet is giving me the runaround for no reason. The way I’ve been treated throughout this process frankly is appalling.
Now assuming your IP address hadn’t changed cities then likely what you entered didn’t agree with what your CC company has and that flagged the transaction as suspect. As you said the zipcode was off by 1 digit now.
What I entered is exactly what my CC company has. My billing info is correct. My CC company is not the one flagging the transaction. The payment system is flagging the transaction. I get it, security yadda yadda yadda.
Sure, it’s annoying to be flagged as fraudulent when you’re not. What has me so outraged is that no one (except Gaile) is working with me to fix it and I think I deserve that much.
If they can manually review transactions (which clearly they can), they can clearly see that there have only been charges to this account through one card. I think that suffices to show that this is indeed NOT fraudulent.
I honestly could be somewhat understanding about this if not for the fact that I am so close to where I was living and the fact that I (should) have documented purchases for both gems and the game itself with this very same card. Not to mention the card has my name on it. I simply don’t understand how it could be suspect that this is in any way, shape or form fraudulent.
I get thousands of miles away. But when I moved less than 5 miles from where I was originally living? kitten my zipcode only changed by one digit because I literally only moved one neighborhood over. I just think that someone should definitely me making an attempt to work with me instead of repeatedly telling me tough luck. At any rate, thanks for your assistance. My ticket was #147824.
Part 2
Okay. :-| I replied with my home location, it should match up. My billing information is correct. I offered to validate who I am but you have no phone number to more swiftly handle this relatively simple issue. I have never used another card since I pre-ordered Guild Wars 2 with it. This has clearly ALWAYS been me and my card. Given all of this, and since you can manually review my purchase attempts this issue really should have been fixed right then and there. But no. So I replied again asking what I have to do to fix this issue to use my card again. I am told “For security reasons, we are unable to disclose any additional information regarding our billing system than what we have provided previously.” So I reply again asking for a phone number so I can speak with a human being or to be put in contact with a superior so that I can have a dialogue with someone about validating my identity and receiving information about how to remedy this problem. My ticket is passed onto a superior who had this to say:
“I understand that your recent purchase attempt for Guild Wars 2 Gems was declined. Unfortunately, we are unable to assist you with completing your purchase, nor are we able provide you any further information regarding the reasons that your purchase attempts are not being accepted. The decision to decline your purchase was made by our payment processor due to their review of your purchase. We can only tell you that your purchase attempts were considered too high risk to accept.
Our final and only recommendation that we can provide you is to purchase Guild Wars Gem Cards from one of our authorized local or online retailers who have them available.
There is no further assistance we can provide you regarding this issue at this time. Unfortunately, any further replies regarding this issue will not receive further response.”
Really? This is a valid support issue. Why am I receiving no support? This is actually something I legitimately should be receiving decent support about. You’re telling me that you have a procedure in place to detect inconsistencies between the card billing address and the location where the actual charge is being made but you have no procedure to validate the identity of a cardholder? You’re telling me there’s NOTHING I can do and NO ONE I can talk to to handle this or get the information I need? This is an issue that needs to be discussed. You have a very successful game, a huge customer base, and you offer the most pathetic excuse for customer service I could ever even fathom. I get that you’re not a subscription based game and therefor I assume use this as justification for having poor customer service, but this is just a little bit ridiculous. I have never, in a game or otherwise, been flat out told…we know what your problem is, but we aren’t going to tell you, or help you, or tell you what you need to do to fix it, only that your card can no longer be used, sucks to be you, sorry about your luck. How am I supposed to fix this when I can’t even get in contact with someone who will discuss my issue? Nevermind that this should not be an issue at all. I’m appalled that my questions went unacknowledged, that as a customer for the entirety of this game’s existence that I am being treated this way and that there’s seemingly (and unbelievably) nothing anyone can do and no one that I can speak to about this. I’d love to know when you plan on offering something resembling customer support.
All this over 10 dollars worth of gems.
Part 1 (due to length)
Okay, so to avoid seeming completely disgruntled (even tho I am), let me start out by saying, I’m a big fan of this game and I have had relatively few issues. Despite that, this most recent support ticket experience has left an awful taste in my mouth that makes me think twice about logging in at all.
This all started with an attempt at purchasing gems for a special 3-day sale item with a card I had bought gems with before, and even pre-ordered the game with. Payment authorization failure. So I ticketed, noting the time sensitive nature of my issue and asked when the sale would be over and if I was going to miss it. No acknowledgement whatsoever. I waited a day and replied again asking if someone could please update me because I didn’t know when this sale ended. No acknowledgement. Naturally with several minutes (literally) remaining on the sale I get a reply telling me there was something considered “high risk” about my transaction and to try again. Payment authorization failure. So I ticket again. I get a reply telling me it may take 48 hours to investigate my issue. Of course I miss the sale and am pretty annoyed by this point. Finally some days later I get the following reply:
“Looking over your purchase attempts, I see that the billing information differs from your home location where these purchase attempts are coming from. Why are we seeing a difference in locations associated with your account? Where are you currently located? How long will you be there?
Also, we would not be able to discuss the sale in the in-game store until the purchase issue is resolved."
First…there’s really no reason at all that they couldn’t answer my questions about the in-game sale. (was this really somehow considered a security breach?) Second…people play on laptops at coffeeshops all the time. (why does it matter where i am if my information is correct? this is not a security measure. this is an inconvenience.) Third, my billing information was entered correctly. (which really should be the only pre-requisite to being able to purchase anything.) The truth of the matter is that I just moved less than 2 months prior. I replied stating as much and gave them my current address in hopes that it might serve to validate my identity which for some reason was being called into question. My next reply was:
“After manually reviewing your purchase attempts, I see that they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our system and you will be unable to complete your purchase at this time.”
really i feel like the simple solution would be to just increase the collectibles storage for it, and have it hold like 5k dust instead of 2.5 bricks worth.
dear god. please, for the love of anything…change the colors back. at the VERY least change the blue back so the commander icons don’t blend in.
yeah this is unfortunate and ridiculous. just happened to me seconds ago. what the eff.
Totally agree Zenith, same with me.
good news.
just completed a balloon ride daily to finish up. hopefully there will continue to be jubilee dailies for anyone who missed them.
So, logged in today to finish the meta… and there’s no Queen’s Jubilee Daily listed? I’m at 15/16 for the Meta, and just want to finish it.
Anyone know?
Thanks!
yeah i’m having the same issue. here i am trying to finish it. and there’s no daily listed.
this is only slightly absurd, there really should have been some indication that a) you will need to do a living story daily and b) there would not be one on certain days. i will be really annoyed after hauling kitten to finish this tonight, if it ends tomorrow, resulting in me not getting the achievement.