Curse

Gillian Treehugger · May 26, 2009, 05:24 AM // 05:24

For updates regarding this issue, please see this page.

Quote:

Originally Posted by Gaile Gray

Erroneous Fraud Blocks: 1 Nov 2009

On Sunday, November 1st, a few Guild Wars accounts were erroneously blocked for payment fraud even though their purchases were entirely legitimate. It is necessary for the company to be very careful about fraud because it is a significant issue these days, but the Support Team discovered this morning that, unfortunately, a few innocent folks got caught in the net yesterday, and for that we apologize.
The Support Team is aware of this situation and is actually shifting personnel to deal with the issue. They will be responding to tickets as quickly as they can. Reinstatement takes a bit of time because each key must be adjusted manually (and some accounts have many keys), so please be patient while the team strives to remedy the situation. If your account was affected and you have not been reinstated by tomorrow evening (Tuesday, November 3rd) please feel free to post your Support Incident Number here and I will look into the matter for you. Again, we extend our sincere apologies for this mix-up! -- Gaile 19:51, 2 November 2009 (UTC)

Update: 2 November 2009
Those players who were involved in this specific incident will be happy to know that their patience and understanding will have a reward. Those of you who attempted to make a purchase and were erroneously blocked for "fraud" will find that the purchase price will be credited back to the you, and the item or items that you attempted to purchase will be given to you with our compliments.

-- Gaile 01:12, 3 November 2009 (UTC)
D: Can I have a block next time? –Jette 01:14, 3 November 2009 (UTC)

Unfortunately, I'm not able to review individual tickets yet. I have sent for an update on the expected turn-around time on this issue and will post as soon as I know more. At this point, please hold tight and don't post a follow-up here (or via fan forum PMs or emails to me) until I find out when folks should expect to hear back from the team. Thank you. -- Gaile 20:23, 4 November 2009 (UTC)

4 November 2009 (Part 2)
I spoke with the lead of the Billing Team, and he told me that they are making progress on the account restorations, but it will take more time to get everyone back into the game. Team members are working overtime this evening, and the hope is that they will have everyone who wrote on Sunday, Monday, and Tuesday cleared up by tonight (US time). They still have an expanded number of people working on this matter, so we hope to get new reports turned around very quickly now.

Please do not make a phone call if you have already submitted a ticket. Please do not submit a duplicate ticket. Please do know that you are in the system, and you will be helped as quickly as possible. Here is one of Gaile's Lame Analogies (tm): Mom's cooking dinner, making good progress. But the kids keep calling her into their room to ask "Is dinner ready yet?" Every time they do that, cooking stops, and the dinner is further delayed. (See I told you it was lame.

) The point is, a phone call will not move you up in the queue, but it will take team members away from the ticket they are dealing with -- maybe yours!

-- and that's not going to help anyone. So please, contact support once, and let them do their work.

I will post another update as I have more information. If a few of you end up not getting sorted after I've been told we have an "All Clear," you can count on me helping with those individuals cases. (But not just yet, please.) Thanks again for your patience. -- Gaile 03:36, 5 November 2009 (UTC)

My husband has had his account permanently banned for no reason. He would post but he does not have forum account.

We wanted to warn people about the Guild Wars store.

His account was banned for account fraud. We thought it was something to do with the 2 additional storage panes he purchased the other day.

We have checked with our credit card company and that transaction went though fine. There is no reason why the account would be banned.

We have not even received any Email from A-net or NCsoft to explain why they have done this.

Now trying to get an answer from support but it is very distressing to lose thousands of hours work and you have done nothing wrong.

Be warned if you buy anything from the store you could loose your account.

Admin Edit

Quote:

Originally Posted by Inde

This is confirmed happening for our German friends as well and on other various fansites. I'm going to plagiarize Kronos here from onlinewelten.

Since yesterday there have been increasing reports of users in our forum that have had their account locked because of credit card fraud. Apparently, there was an error in the game shop making the credit card data not transfer properly. When the actual charge took place, there was no money available (because of the data not transferring correctly) so the affected users were then locked out automatically.

We have already requested a response from NCsoft/ArenaNet. As we get more information we will announce it.

If you have been affected you should contact NCSoft support. They will require the following data:

* NCsoft Login (if available)
* The last 4 digits of the activation code for the bank account / credit card used

NCSoft Support

Tazmanius · May 26, 2009, 05:51 AM // 05:51

Recently came back to GW myself...
Bought the additional campaigns and some extras..no problem..

Then

A few days ago also bought 2 extra storage panes...

Yesterday,like your husband,and others reporting in general..banned for payment fraud..
Seems to be an issue their end tbh and,going on what was posted on the other topic relating to this issue..we should all end up having accounts restored.

Gift3d · May 26, 2009, 07:18 AM // 07:18

Damn, i was planning on getting a makeover pack soon. I'll wait until i hear some news from regina or someone with clarification on all this nonsense that seems to be going on.

Perugio · May 26, 2009, 07:33 AM // 07:33

Same thing here. Been a NC soft customer for years for both CoH/V and GW. Yesterday I got the "Account terminated" 3 days after I bought a Xunlai pane, which seems to be the the culprit in all this.

To hear others have had this issue kinda calms me down - but yesterday I wrote a furious, steaming, angry to the support team and demanded the account to be reopened immediately.

As a sidenote this is my third "encounter of the third kind", i.e. encounter with the stupid and ridiculous NC soft purchase system over the years. Last time was just 2 months ago after I changed my CC info for 3 master accounts because of a new creditcard. BAM - the system suspended my account claiming fraud suspicion. It then took 3 days to get the account back. This only affected my account and my 2 daughters accounts were ok.

BTW - I am Europe based - so if any of you are US based and phone support please ell them Europe has the issue as well. Weird request I know - but you see ... in Europe we don't even have a phonenumber to call!!!

Akaraxle · May 26, 2009, 08:25 AM // 08:25

I've heard of three such cases already, all people that bought something between the weekend and yesterday.
Don't touch the NC store with a ten-feet pole until they've fixed it.

Evil_Necro · May 26, 2009, 08:49 AM // 08:49

thanks for this, I was going to purchase storage tab but not I rather wait for some official clarification first.

Amnel Ithtirsol · May 26, 2009, 08:55 AM // 08:55

Shocking.
They better fix this quickly...

yosser · May 26, 2009, 09:42 AM // 09:42

Has happend to me 5 accounts linked on NCsoft all banned....

Yes I bought sotrage panes over the weekend as well..

I have copied a link to this thread to my complaint to NCsoft

Mokeiro · May 26, 2009, 09:51 AM // 09:51

Well, it's seem logical what happened to you.

Look at it from the NCsoft PoV, the prices for panes are so ridiculous high, almost a fraud, that only bad people with stolen credit cards would buy them, so they ban everyone who buy storage pane.

Cimoa · May 26, 2009, 10:14 AM // 10:14

An alliance member has had his account terminated also. Same reason, code 045 stating "This is for payment fraud"

I have used the ingame store many times (purchased all 4 storage panes first day) for my main account, bought a full PvP account with all the unlocks as well. The posts here and distress this is causing our alliance member has made me question if I would use the ingame store EVER again.

Haxor · May 26, 2009, 10:27 AM // 10:27

This has to be a recent issue. I bought the xunlai panes a few days after they came out, and no bans here.

Gill Halendt · May 26, 2009, 10:40 AM // 10:40

Quote:

Originally Posted by Haxor

This has to be a recent issue. I bought the xunlai panes a few days after they came out, and no bans here.

Guess it's a problem with transitions occurred during the previous weekend.

I bought almost everything from the Online Store up to now, never had a problem. Bought a new character slot last Friday and there I am, banned.

thral · May 26, 2009, 10:41 AM // 10:41

This seems odd. A big mistake from A-nets side.

The only issue i have with these panes is getting the free one :'(. I did all the NC site registration but cant link my gw account to my nc one because it says its already been linked to some account whilst i only registered 2 days ago. I dont know if this is a glitch or someones taken my account. If someone could help id be grateful since the customer support link on the sites broken :S.

Ultima pyromancer · May 26, 2009, 11:07 AM // 11:07

I had exactly the same thing happen with my second account. I bought eotn for it at christmas during the polar bear grind lol. 2 days later it got banned for "fraud" tried to appeal but no success, anet support aren't the easiest people to talk to in all honesty

edit: never buying anything from the store again tbh, ill keep my ugly male mesmer

Sjeng · May 26, 2009, 11:09 AM // 11:09

Yeah that has happened a lot as well. Just mail them a support ticket with your account info (NOT your password!!!), perhaps a photograph of your boxes/cd's/keycards if you still have them. Worked fine for me. got a response plus a new NCsoft account password 3 days later. Just be sure to fill in as many details you can.

As for the banning: pretty big goofup from anet there... Hope you'll get yours back soon!

Ultima pyromancer · May 26, 2009, 11:17 AM // 11:17

Quote:

Originally Posted by Sjeng

Yeah that has happened a lot as well. Just mail them a support ticket with your account info (NOT your password!!!), perhaps a photograph of your boxes/cd's/keycards if you still have them. Worked fine for me. got a response plus a new NCsoft account password 3 days later. Just be sure to fill in as many details you can.

They wouldnt unban my account because i didnt buy the account from the guild wars store and couldn't produce a photo of the receipt for the game. The best bit is the account was bought over 2 and a half years ago, before the store was even thought of. So beware if you don't have evidence that you bought the account legit, you could be in for a headache. Stupid imo

Mangione · May 26, 2009, 11:27 AM // 11:27

was going to buy a char slot today...

lucky me, I came to guru first to read some news before logging into gw.

I'll wait to see how this evolves.

makosi · May 26, 2009, 11:36 AM // 11:36

Gillian Treehugger, do you and your husband share the same credit/debit card? Perhaps the system has detected that your husband has used the same card as you and perceived it as stolen, hence the 'fraud' message.

I wouldn't worry. Despite the "I'm innocent and ANet are an evil business" threads that crop up here, they're actually quite fair and reasonable when the issue is cleared up. Their problem is that they're slow, probably due to workload.

thelessa · May 26, 2009, 11:42 AM // 11:42

Bought a makeover last week, no problem. I think I am going to wait a while before buying anything else.

Just a side note, I used the same CC that I have always used to purchase thru the in game store.

Akaraxle · May 26, 2009, 11:48 AM // 11:48

Quote:

Originally Posted by thral

The only issue i have with these panes is getting the free one :'(. I did all the NC site registration but cant link my gw account to my nc one because it says its already been linked to some account whilst i only registered 2 days ago. I dont know if this is a glitch or someones taken my account. If someone could help id be grateful since the customer support link on the sites broken :S.

http://help.ncsoft.com/cgi-bin/ncsof...p?p_faqid=4405

Here's your help, pal: I did exactly what that link explains, and within a couple days they sent me an email with the NC master account I had forgotten. Once you're there, if you don't remember your password either, you can just reset it yourself by answering the secret questions.