Guild Wars 2

As you instructed, I updated my ticket. I’ll check again with my bank, but I still don’t understand why it was voided or what the issue was. Valid card, official store. All this craziness and no explanation. I do appreciate your help, but I really don’t understand.

I agree with Igopewpew, but I’m going to give it the benefit of the doubt and check with the bank tomorrow, but if the money isn’t refunded in the next 48 hours I’ll be back.

And the card has been blocked to prevent me from buying the game.

I’ll stop posting so you can get to other replies.

This is a real shame though. I really wanted to play this game, and all this happens. The half day I played I really enjoyed it.

See ya later guys. Good luck.

Gaile Gray.6028:

bluerebelmedia.9514:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

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

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

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

---

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

Dear heavens, I’m so sorry! So, you were charged, you know the charge fully processed, and you were not refunded for that charge?

Yes, got confirmation from the bank when you spoke about some people having a pending charge, and again to check to make sure it hadn’t been refunded, and they sent me the PDF of the charges being processed which I forwarded to the support team.

I was so confident once they saw that, there’d be no issue, then I got the response from support posted above.

edit: This is the first I’m hearing it was voided. But the bank isn’t saying that as of today. Can I get some verification from Support or some proof it’s been voided from your company so I can take it up with the bank since there’s no record of that on their end.

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

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

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

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

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

Gaile Gray.6028:

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Support has told me via my ticket my account is permanently closed. What process should I go through to either get my account opened, or get my money back?

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

Seconded, though i’m glad you got your issue worked out png.

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

I’ve been charged, and not refunded. I’ve spoken to the bank three times over the past 2 days and sent in proof of being charged via support and still got sent the same e-mail telling me again, for the second time that my purchase from the official store was fraudulent. Support is not reading the information sent and my posts are deleted here.

I am completely miserable. The last 4 days have been an absolute nightmare and nobody will tell me what I’m supposed to do. My money has been taken and I have no recourse and support is refusing to help. Please, help me.

Jonathan.1580:

+1 for Gaile the Mod. I see her mostly working in the 3 day + thread though. Eve is polite at least the rest of these mods don’t know what theyre doing. Or rather theyre not all on same page, I’m up to 3 infractions for nothing.

Do they give us infractions so we don’t voice an opinion? I certainly have tried to be helpfull and constructive with my criticism.

I wont shutup though so infract away.

#121113-002895 – Un ban me I dont bot

Is there a way to tell what infractions you’ve gotten or do they email you or?

AndroidClone.1706:

bluerebelmedia.9514:

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

My son saved up his money to buy this game and so far he has not been banned yet. I’m glad that I had him give me the cash and bought it on my MasterCard. My only regret is that I did not use my American Express instead of the Master Card.

+1 Parent

grandmooch.8653:

bluerebelmedia.9514:

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

Admitting to things opens doors to liabilities and legal problems. They’ll just work at fixing it and hope bad memories and tastes will fade once things get back to normal. Hopefully that’ll happen before the one time world event comes in-sigh.

[Incident: 121112-000842]= I’m not a bot! : (

Stealing peoples money also opens up liabilities and legal problems.

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

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

Hey Johnathan,

I appreciate that. I’ve updated my support ticket asking if they plan on giving me a refund. I suppose at last attempt I’ll use that phone number.

At this point for me, and I am upset but I’m being honest, I don’t care about the game, I don’t care about the money, it’s about the principle. This company is abusing it’s customers, taking advantage of people by acting like they have no rights or ability to defend themselves, ignoring support requests and forcing verified non-fraudulent consumers to purchase multiple copies of their game, all the while calling them criminals.

I mean, it just blows me away and it can’t happen. It just can’t. I don’t even know what to say anymore but I’m not letting this go. I want an admittance of guilt and an apology from this company for all the stress and anxiety they’ve caused for hundreds of people by putting them through this nightmare of a system, and outright theft of their hard-earned money.

I can’t believe they can’t just come out and admit they had an issue with their store, the security, what have-you, and an issue with their bot whatever it is, say they’re overwhelmed supporting people because of it and try to address the problems.

They just don’t want to admit they had issues but instead of that they make it seem as if they don’t care about their users and just want to steal peoples money. To me it makes no logical sense, and no sense from a PR point of view.

Just admit it, apologize, refund/reinstate where it’s reasonable, permaban where fraudulent activity is PROVEN and let’s all move on.

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

Mine’s not even pending, it’s actually been charged, and they have proof, and still they send me away. I’m blown away. I was completely confident even after the terrible support and lackluster attempt at help that when they saw the bank confirmation all would be resolved.

I am absolutely blown away that a company thinks it can do this to it’s customers.

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.

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:

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.

When you bought the original game for him, did you use his e-mail address? That might be the issue.

Im not sure if you can apply the key to his trial account, but I can’t see why not. If it’s a trial then you can enter in a key it should work, however don’t take my word for it, definitely find out from support/ticket/moderator.

Look in the account settings on guild war and see if theres an option to upgrade there, if there is and it just asks for a serial key then that should be that. I doubt the only place to upgrade is in game, so im sure they have something setup.

Having a similar e-mail address shouldn’t affect anything. Best suggestion would be to put in a ticket. It’s possible for whatever reason one of you may have used this e-mail address with something else GW/Arennet related? Have you tried logging in with his e-mail address and his standard password anywhere to see? Or try the forgot your password thing with his e-mail, just to check?

Anyway, you can put a ticket in following this thread:
https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post285416

But support is backed up right now so it may take a few days.

Try to see if you can get into the account they say existsm if not, an easy workaround would be to sign him up with a new e-mail address, gmail is free and it’s easy to forward all e-mail from that account to your sons current e-mail, then use the gmail account to send him an invite. I don’t think there’s anything against policy for that (having two accounts?) and I know a lot of people use an e-mail address just for gaming, so give it a shot.

Just a temp workaround so you don’t miss out on the trial, or put in a ticket and see if it can get quickly resolved.

Good luck, hope you and your son get this sorted and enjoy the game.

well.1485:

It has been 20 hours since the incident, and did not come to me any explanation about this issue.

There’s not much to do except post in the main thread and try to keep up to date. You have to wait at least 72 hours then you can post in the stickied thread. 20 hours is nothing considering some of the people waiting.

Don’t post an additional ticket, update your ticket with any information that might help and watch for moderator posts in the main thread, that’s what most of us are trying to do.

Also this might help as far as what info to send:
https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2

PaleKing.5791:

Ah I see. Looks like a small bug rather than a problem with my account as such. Cheers.

I think so. Enjoy the game and welcome to GW2!

Prinzkaos.4052:

bluerebelmedia.9514 I send a email to Guild Wars 2 Support, that still count?

I’m not sure, someone who knows better than me should answer. I have just submitted tickets. I’m not sure if sending an e-mail automatically creates a ticket. I do know that your game account and support account are different accounts.

My advice would be to create a support account and put in a ticket. However if someone more familiar with the system thinks this is redundant please say so.

Prinzkaos.4052:

Guild Wars 2 Support? should i wait for them to ask form my info? or should i send it right away?

Give them your information via the support ticket, give as much as possible, including account info and what happened and the details of your ban. Give as much as possible to avoid delays in them asking you for more info and you submitting updates etc which can take a day (or 5) between responses.

For reference: https://forum-en.gw2archive.eu/forum/support/account/Upgrade-to-Full-Account-message

PaleKing.5791:

Hi,
I downloaded the game client yesterday and registered a free trial code from an invite. I woke up this morniong and decided just to buy a retail boxed copy, so I then entered the new code and followed instructions under “existing account”. I am in game and playing ok, but I get a message at the top left telling me to “upgrade to full account”. It is not clickable and as far as I understand it I do now have a full account. Any help would be appreciated.

I’ve seen a few people with this problem. You can put in a support ticket, but support is pretty backed up at the moment. However, I’m sure this is something they’ll get worked out on their own.

3 days arenanet, I’m not going anywhere. You’ve stolen my money and I want it, or my account back. Ignoring me isn’t going to make me give up.

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.
- Send 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

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

Zaken.1806:

@Jonathan
I don’t know if he was using macro or not. It is from his post. I was just curious because I have friends bought from greenmangaming and they are fine with their accounts. However, if his reason of banning is macro/bot, of course GMG is not going to refund him.

Also, just a tip, if your ticket is over 3 days old, you should post the ticket in the sticky thread. This is not the official thread to post that and I don’t think they look at ticket number in the thread.

Good luck!

Gaile asked people who had bought from the official game store and had confirmed with their bank that they had been charged to post their ID number to look into it back on Sunday so she could look into it further. That’s the reason I posted it. Like I said though, I’m updating my ticket but if a moderator wants to try to help as well I’ll take what I can get. I think it’s just for that unique situation though.

AndroidClone.1706:

bluerebelmedia.9514:

- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- 121111-001892
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Send 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.

Ticket ID: 121111-001892

Did they close the ticket? It might take time for ArenaNet to respond since they are working to restore banned accounts.

If the ticket is closed, then you may attempt to open another trouble ticket. After 5 Business days (from 11/8) I recommend calling the Bank that issued your credit card for assistance. Just tell the Bank’s Customer service representative about filing a dispute and they should offer to do a 3 way phone call with NCsoft about the charge. The calls are recorded, and hopefully they’ll be able to resolve your situation as quickly as possible.
This option is only for fraud or charge issues, not for wrongfully banned accounts.

They didn’t close it, but the e-mail said there was nothing more they could do to help. So I have no idea if my protests with the banking information etc are even being read, but I have continued to update the ticket with additional information, yet I’ve gotten no response.

Either way, it is fraud. I bought it from their official store, I was charged, they refuse to deliver the product or offer support.

- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- 121111-001892
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Send 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.

Ticket ID: 121111-001892

Kurt.5973:

Anyone who is suspended for fraud issue that bought from gw2 website directly.did your issue resolve ?

I haven’t. Even though unlike some others I have definitely been charged. Confirmed with the bank, posted all billing info in my ticket from the supposed fraudulent credit card, and have now sent them a PDF via my ticket (I dont know why nobody responds anyway) with confirmation proof from the bank the card was charged. All through the buy.guildwars2 website, but apparently their own store is not a trusted retailer. Now we’ll see.

Ticket ID: 121111-001892

Val.8312:

Badtaste Bear.7946:

Val.8312:

I’m well and truly kittened (see what I did there) off – I have never used macros or bots programs and get this error that I’ve been banned. To top it off the support page is down so I can’t log a ticket!
I love that they are taking a hard stance on botting but kitten me, they need to learn about what is a real bot and what isn’t.
So angry that this has happened right before this month’s content update.
Is there a phone number we can call to sort this rubbish out?

Sorry Val but there is no phone number for Anet. There is a phone number for NCSoft office in Texas (parent company to ArenaNet) it is (512) 225-6359 All they will tell you is that “If you made a ticket then it’s in queue to be resolved soon.” I have been waiting for this to be resolved since 11/09/12. I have already filed a complaint with the better business bureau in Austin, Texas to get my money back. GW2 is a game for me, not a life style or anything that really matters. Simply put: If I cannot play the game then I must have a refund for the services not provided by the Terms of Use according to the obscene rules and regulations from this company. So go do your diligent duty and search for the b b b and file your complaint with an official agency and get your money back, then you can decide if you will spend it on a new account or buy a full tank of gas instead… I go with a carton of smokes myself, hence the smokes don’t band me wrongfully.

lol – cheers Bear but I don’t think the BBB covers us down under. Besides, I don’t want my $70 back .. I want my kitten account back.

On a positive note the support page is up and my ticket it now in ….. now to wait for my blood pressure to go down

Don’t worry, you’ll have plenty of time for your BP to go down while you’re waiting for a response.

Gaile Gray.6028:

A few things:

• If your account was terminated for Botting or for Fraud, please submit a ticket. If you submitted a ticket, that’s great — you’re good to go and will be helped as soon as possible. If you need to submit a ticket, to here and file a ticket through the “Ask a Question” tab on that linked page.
• For tips on what information to provide in a ticket, please read this post.
• If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

This isn’t a discussion/chat sub-forum for discussion, so please keep this topic-based, providing information on the incident but keeping the chatter to a minimum so we can focus on helping you. Please note that some threads are being removed to allow us to concentrate on the issues.

If your account was terminated for fraud:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Im posting this again.

- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- 121111-001892

I’ve sent support the CC billibng info, zip code, address etc.

You say don’t post multiple tickets, and people are saying here be patient, however my account was closed after two days of play, and my support ticket says I can get no further help.

I need someone to respond to me and tell me if my ticket is still even under review. Nobody will give me any answers. Once they told me I had used a stolen credit card, which is absolutely ridiculous, they stopped responding. I just need to know if you’re outright robbing me, or if someone is taking this seriously. and has looked at the information I sent.

You say “If you put in a ticket, you’re good”, but that doesn’t seem to be the case. It seems to be “If you put in a ticket, it’s an easy way to get rid of you for three days”, because all I get are canned copy-paste responses calling me a criminal.

You say “Theres been an official response”, but considering your company stole my money, is refusing to talk to me, and says that their store breaking is my fault, I’d like someone to admit that the store had issues. You can deny it all you want, and blame customers, but this is completely unprofessional and irresponsible. (Anet, not you, none of this is directed at you). The online store got screwed, and I’d like to stop being blamed, and be able to play the game I purchased and was charged for. Or at the very least, have someone respond to me and tell me why I can’t. I don’t want to be told to put in a ticket, ignored for days, then told to post in another thread to get my ticket noticed if it’s gone on three days, then wait another three days and check another thread to see if your ID number from your support ticket you’ve emailed, clicked links, gone to the website and posted in numerous threads for and checked this final one has an update oh wait no you’re banned you’re obviously a criminal, goodbye, account closed why dont you respond and we’ll get back to you within 3 days.

This is ArenaNets fault. I did nothing wrong, it wasn’t my mistake, and I want someone to admit it, apologize, and reactivate my account. It’s what professional and responsible businesses do, they don’t blame the client.

The only mistake I’m guilty of is trusting ArenaNet with my money.

Matik.9035:

Is anyone aware of any phone number I can use to contact either NCSoft or AreanaNet? I’d like to call regardless of whether or not I get my account back in the near future because this feels entirely unacceptable and is dramatically changing the way I feel about this company and Guild Wars 2. It would be lovely to have a Mod respond to this with something official. Please and thank-you.

No support number except refunds/billing.

Dark Revan.7634:

bluerebelmedia.9514:

Dark Revan.7634:

bluerebelmedia.9514:

Can anyone explain to me how my account is randomly logging on and hanging out if my account is suspended? My roomate who bought it when I did (and has no problems) keeps seeing me signing on.

This could mean that you were hacked and someone is accessing your acount….but then again if it’s suspended they shouldn’t be able to.

Very weird, I will ask from someone in TS3 if I am also seen as online later.

That did occur to me, but the second I got my first suspension notice I changed my password (my times with WoW trained me well) and I also have e-mail authentication enabled so anyone but me I have to click the e-mail link. Plus it’s suspended so I have no idea.

On the first day this happened I got excited thinking maybe it was a support tech but whoever fake me is has now played longer than I have total.

It’s not a big deal obviously there’s more important things happening right now. I was just curious.

If you were in fact hacked this might be a-nets way to prevent people from accessing your account, since it will be online already they (the hackers) won’t be able to take anything.

Could be, but I was banned for fraudulent purchase not botting. However your idea does make the most sense so I’m going to run with it.

miles w.3218:

my names are, taffz, kyla runeclaw, ms phantasm, and napalm rising how do they break name rules,…

Could also be swearing in chat and a host of other rules (I’ve been reading them a lot in the past 24 hours).

Dark Revan.7634:

bluerebelmedia.9514:

Can anyone explain to me how my account is randomly logging on and hanging out if my account is suspended? My roomate who bought it when I did (and has no problems) keeps seeing me signing on.

This could mean that you were hacked and someone is accessing your acount….but then again if it’s suspended they shouldn’t be able to.

Very weird, I will ask from someone in TS3 if I am also seen as online later.

That did occur to me, but the second I got my first suspension notice I changed my password (my times with WoW trained me well) and I also have e-mail authentication enabled so anyone but me I have to click the e-mail link. Plus it’s suspended so I have no idea.

On the first day this happened I got excited thinking maybe it was a support tech but whoever fake me is has now played longer than I have total.

It’s not a big deal obviously there’s more important things happening right now. I was just curious.

Found this through some googling, support is backed up so it might be a while, so might as well start by doing this stuff if you haven’t already.

Error Code 7 x x x x
(example – 7:11:3:189:101)
“The game client lost its connection to the server. Please wait a few minutes before restarting the client and trying again.”
If you continue to experience this error after waiting and restarting the client, please try temporarily disabling any security software such as Norton, AVAST, AVG, or McAfee. If this does not work, you might also try adjusting the ‘security’ setting within the firewall settings. Lowering this setting to ‘medium’ or ‘low’ will often clear up connection issues.
In the event that adjusting the security settings does not resolve the issue, please try temporarily uninstalling the security software completely. If this does resolve the issue, please contact the software manufacturer for instructions on how to configure it correctly if you wish to reinstall it.
In addition, Guild Wars 2 requires TCP ports 80, 443, 6112 and port 6600 be fully unrestricted and accessible, both inbound and outbound. For further information about opening ports or port forwarding, you can visit the following website: http://www.portforward.com Please note, this site is not affiliated with or supported by NCSOFT or ArenaNet.
If you are connecting to Guild Wars 2 while on a campus, military, or business network, please check with your network’s administrator to verify that these ports are fully opened and unrestricted. If you are on a home Local Area Network (LAN), you will want to make sure that your network’s hardware is properly configured.

Can anyone explain to me how my account is randomly logging on and hanging out if my account is suspended? My roomate who bought it when I did (and has no problems) keeps seeing me signing on.

Puffy.2107:

same thing happened to me last night i made a ticket and still no response i made a few posts and nothing, this is messed up, i get banned for playing the game, lol its so messed up please figure this mess out please and make it quick i got karma armor to get for my warrior<<the reason i was farming plinx in the first place. you guys could atleast keep us posted on what u are doing to resolve this issue.

That’s the part that’s so frustrating for me. If they would just admit officially that they had/are having some issues with the online store and/or the botting prevention system (besides from Gaile who I can see is trying, but is the moderator here, I mean an official announcement) and that they were working on it, and weren’t just closing accounts and sending out canned responses, I’d be a lot more patient.

I’m completely willing to wait longer than 3 days if I know something is being done about it, but just getting canned emails and having them accuse me of being a criminal and stealing credit cards is so completely frustrating I can’t stop thinking about how unprofessional it is. It’s driving me crazy.

I’ve paid, I’ve been charged (confirmed) and I’ve been banned and my account closed after playing the game for half a day, and when I ask for help, they accuse me of being a criminal then ignore future requests.

Awesome.

Just admit theres major problems going on, support is over-worked and you need time to catch up and 70% of the complaints, duplicate tickets, pleading and anger flows into the mist.

At the moment I feel I’ve been robbed of my hard-earned money, and tossed away by a company who doesn’t care about the user or support experience.

I was banned too, and I see there are two reasons for most people got banned. I bought the game a few days ago, and got banned after 2 days of owning a copy. I didn’t recieve any explanations just the error message I’ve attached. Does anyone knows if this means there was some problems with my payment or am I accused of botting?
I’ve bought the game in the GW2 shop (on the 8th of November), and yes, I was charged for the payment. If I was accused of botting, well…I had this game only for a few days, my character is only lvl11, and most of the time I was just exploring because I’m still bad at combat! :P

This is the error I get so it is most likely the payment, and like me you were also charged. But the best way is to put in a support ticket and they’ll tell you the reason they plan on ignoring you. It may help, may not, some people seem to get helped but it’s random at best.

Madlax.8152:

Looks like customers are only piece of kitten for them.

Answer from Support:
Hello,
The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from our site fraudulently. The alleged “buyer” had used stolen credentials then sold or transferred that account to you.This resulted in the serial code and game account to be permanently closed.If you purchased this serial code from a website other than www.guildwars2.com we recommend contacting the unauthorized reseller from whom you purchased the serial code for a full refund.
While this fraudulently purchased account is closed, we encourage you to buy an official physical retail copy from an authorized seller or digital serial code at http://buy.guildwars2.com.
Unfortunately, there is no further assistance we can provide for this issue.

It is same like (You are thief, go f… yourself, nobody want to talk with you)
Thats great attitude.

Yeah, except in many peoples cases, including mine this is completely inaccurate. I bought my game from them, and the credit card was perfectly valid. So the only thing fraudulent here is a game company selling people games then not delivering and keeping the money. They’re robbing people and the support blames the users. There’s no further help except that it was purchased directly from them with a valid card but they “encourage” me to buy another copy?

Unbelievable.

This is obviously a screw up with their online store and their security and they need to just own up to it. I know there are fraudulent people out there, and botters, and people apparently stealing copies, but banning all of your users with no investigation then blatantly misdirecting support requests, denying them outright and blaming your users so you don’t have to take responsibility is obscene.

The only actual person trying to help is Gail here on the forums but she/he is limited on what they can do. The people working for support are just passing customers off like they don’t matter, and robbing them is ok by arenanet.

Well, they won’t even respond to my ticket anymore. They just gave me the fraudulent serial message they’re sending other people even though that’s completely false, I’ve given them the billing info of the CC used, and all the other info but now they won’t respond so this company has just stolen my money.

I bought the game directly from them and have been charged.

This is the most ridiculous thing I’ve ever encountered in 10 years of gaming. They have some problem with their store and their security yet they put their paying customers on trial and leave them forced to beg for their money back.

Absolutely ridiculous.

Gaile Gray.6028:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

Please add me to the list, I bought the game Thursday and this has been a terrible user experience thus far and put me off the whole thing. First suspended and then told my account is closed with no further help or explanation. Completely unprofessional.

-Purchased: November 8th.
-My roomate and I both bought a copy directly from buy,guildwars2.com, his account is fine. Our friend also bought it the next day and his is also fine.
We have been charged for the game.
Ticket ID: 121111-001892

I would note that the next day when our friend above was trying to buy it, his card wouldn’t go through, neither would paypal. This WAS on the official site and no specific error was given. My roomate then tried to buy it on his card and got the same errors. I think there was a real issue with the store that guildwars2 is using and this is causing these errors.

Would really like to start playing the game I purchased. As a new player this is really disheartening. I work 6 days a week, finally get a long weekend and I end up spending it writing support requests.

So, ooc, I bought the game just on Friday and have just been starting out. I tried to login today and I’ve been suspended. Put in a ticket but no response yet.

I’m hoping this is just a fluke as I just paid for the thing.

My question is: My roomate who also bought it just logged on and sees me online but “I” won’t respond to whispers.

I have the e-mail authentication thing where I have to click a link to login, and its only my logins, I changed my password and I got no emails saying my account was logged in with someone else or suspicious behavior. How am I logged in if my account is suspended and how would someone login to my account without me authenticating it?

So far, my experience with this game is pretty bad. The game was fun though, while it lasted.

Any insight from you guys who have been dealing with this would be appreciated.