Guild Wars 2

GaileGray.9587:

noobdestroyer.4271:

Well the whole we will resolve this issue in 72 hours for hacked and subsequent banned accounts is total bs. Especially when I see others post about getting hackban fix in 1 day.

I submitted a ticket 72 hours ago and all i ever got was an auto response with instructions on how to authenticate or reset paswword. Which doesnt help if the account is banned.

I still dont even know why i got banned?

Im at the point where I think I am just going to give up and move on. Even if they do fix my account, I dont think I could play anymore. The whole thing just gives me a bad taste in my mouth. I feel like I got screwed over and taken advantage of from ArenaNet. Thanks for nothing ArenaNet.

Time to call my bank and get my money back and issue complaint with BBB.

Doing a charge back isn’t necessary. The Support Team will give you a refund although yes, there will be a delay. (But honestly, there will be a delay with a chargeback or a BBB complaint, too.)

I hope you can work with us on this, even while I know it’s frustrating right now.

I would rather put my faith in a bank/credit card company that has taken good care of me for 10+ years than a software company that cant/wont fix a simple issue with my account, let alone communicate with me in any way in more days than i was able to play their game. We have already been told that support tickets with hacked accounts are taking priority, i can’t imagine how long a support ticket would take asking for a refund…..

To encourage compliance, banks may charge merchants a penalty for each chargeback received. Payment service providers, such as PayPal, have a similar policy.² PayPal Merchant charges $20 for each chargeback (regardless if it’s your first one) plus it will retain the original transaction fee.³

In addition, Visa and MasterCard may levy severe fines against acquiring banks that retain merchants with high chargeback frequency. Acquirers typically pass such fines directly to the merchant. Merchants whose ratios stray too far out of compliance may trigger card association fines of $100 or more per chargeback.⁴

This is why arenanet is trying to discourage anyone from doing a charge back. They will begin to accrue penalties from their processing company and possibly have their account cancelled.

Blake

ZoLMiTRiPTaN.4567:

blakesgst.6534:

You will need to do this through the credit card company you purchased the game with. I just started the process about 15 minutes ago with mine as I am also tired of waiting. Its fairly simple, some can be done over the phone immediately, some you might have to fill out a small amount of paperwork.

Good luck,

Blake

I hope you understand the ramifications of charge backs. I haven’t yet seen what ANet plans to do with all of these people threatening charge backs, but it’s likely to be similar to other video game companies. For example, Valve will ban your entire Steam account and you will lose access to all of your games that you’ve purchased licenses over the occurrence of a single charge back. Companies this day and age don’t play around. Be warned.

I am well aware of any “ramifications” thank you for the “warning”. Its pretty simple to use a new account name and credit card or paypal information to purchase a new copy of the game, if I do decide to take a chance with it again. This entire situation is extremely unprofessional. Being a business owner myself for 22 yeas now I can say the lack of communication on Anets part is horrible, I have not received one response in 7 days.

Some of us have been waiting for over a week now while others are posting they have had their issues handled in 2 days. To top it off my account was not even logged into by another person, i contacted them within minutes of receiving an email saying my account password had been changed, then a gm responded to my ticket stating he shut my account down and asked for some simple information before he would turn it back on, which i sent in immediately. This company has now taken my personal top spot over ATT as the leader in horrid customer service, congratulations.

To the person who just suggested making a new ticket, I attempted that 2 days ago, within minutes it was updated to “duplicate”. That can be taken several different ways, how did i take that, well I’ll tell you. Arena.net took the time to read my ticket AND my follow up ticket and rather than release my account or take 10 seconds to respond with something as simple as “we are getting to you”, they just shoved it aside once again.

Gaile, you suggest we open a new ticket asking for a refund? I must ask, how long would that take to get a response to?

Blake

You will need to do this through the credit card company you purchased the game with. I just started the process about 15 minutes ago with mine as I am also tired of waiting. Its fairly simple, some can be done over the phone immediately, some you might have to fill out a small amount of paperwork.

Good luck,

Blake

I feel like this entire situation has gotten out of control as do most of you. I created my ticket over 7 days ago titled “receiving emails notifying me of account name and password changing”. I got a response from a GM pretty much IMMEDIATELY saying he closed my account until i sent in some info he asked for. I sent in that information right then and have been waiting ever since. I am not sure if my ticket is stuck in limbo due to the title of the ticket. I had not come to the forums yet or seen anything about titling your ticket with hacked account and i don’t recall seeing hacked account in the drop down box at the time. I just deleted that ticket and created a new one following the LATEST set of instructions, of course after creating a second ticket days ago when that was what we were to do at the time. If this is not resolved by tomorrow night i will be issuing a charge back on my credit card and starting over, honestly i would have done this already but i am level 55, I could have re leveled to 55 by now a 2nd time. Also like a lot of people have mentioned here, i also used a new account name and password from my other games and main email account.

Blake

The “subject” line of the original ticket i created LAST WEEK about my hacked account says “Cant log in, receiving emails stating my account username and password keep changing”. I am still waiting for help on this issue of course but would like to know if there is a way to change my subject line to “hacked account” at this point? If so, should i bother? I don’t see anywhere to change the subject line. I created a 2nd ticket 4 days ago when it was still recommended to do so with hacked account in the subject line and haven’t heard anything back from then either.

Blake

Ticket number 120904-010498

I received 2 emails while i was online playing, one saying my account name had changed and then my password. I submitted a ticket immediately when it happened on August 31st and was contacted by a gm …..

Hello Blake,

I have blocked this game account to prevent any further access. We will be happy to help you recover your account, but will need to verify some information about each of your accounts. Please provide as much of the following information as possible.

Guild Wars account information needed:…..

Regards,
GM Emrys
The Guild Wars Support Team

I immediately responded with all the information asked of me, still waiting. Seems like a simple fix here guys, my account wasn’t used for anything illegal, lets get on the ball.

Blake