Curse

Zodiac Meteor · Nov 03, 2009, 01:28 AM // 01:28

Quote:

Originally Posted by johnleonard1979

"Dude," I'm well aware that they are working to fix the problem.

Nevertheless, the problem did occur, and I am simply asking if we can expect this same kind of support in Guild Wars 2. It is a valid question.

Edit: What makes you think it will be fixed within the hour? Just curious.

Learn from mistakes, I highly doubt this problem will exist as with the release for GW2 will come more money and they money will go to payment for support.

My friend's 2nd account noticed one of the officers was online, he got unbanned.

Edit: just checked my email

Quote:

Hello,

This is a mass response being sent out regarding why your account is banned. This is an error on our part and we are working diligently to get this resolved for you. If you have submitted multiple tickets regarding this issue, they have been closed out and will be worked on a single ticket. Once we have more information to provide to you, we will contact you. Rest assured that this will be handled soon.

I appreciate your patience in this matter.

Thank you,
Flip
Guild Wars Account Support

Billing and Technical support can be reached by phone
Monday through Friday from 12PM to 5PM CST (512) 225-6359

Besides, I am sooooo hyped with Alice. This can wait

Geod · Nov 03, 2009, 01:34 AM // 01:34

Problems always exists in games like these no matter what. Just be patient, they'll get to everyone eventually.

I haven't gotten that e-mail yet that Zodiac posted, I'm still locked out of my account personally.

AngelWJedi · Nov 03, 2009, 01:50 AM // 01:50

i tried sending this to gaile via her user page on wiki but i dunno if i put it in the right spot. so gaile/regina who ever see this please read it. Also let me know if i should put in anymore info that can help my case.

first i would like to say sorry if this is not how you do it. I'm not sure how to contact gaile gray anyother way. I was blocked got an error 045 saying i was a gold seller/buyer. I first want to say i have never bought/sold gold with rl money. i dont even know who you can do that i cant even figure out how to use guru's auction page. My ticket number is 091102-001744. I woke up ealry today did the few normal chores and signed onto aol. I then went to guru and checked my sell thread. After checking my thread i surfed the riverside inn. after a little bit i signed onto gw. i chatted with my gl and then mapped to la.

I watched the trade chatter for awhile then i bought a tot stack for a nice price of 45k. and a few minutes later 2 dust stacks for 2.5k each. Then i spent a little while trying to and finally buying the 3 normal ele tomes i needed for my sin. By that time i saw it was getting close to 11am my time eastern time zone. I figured i should fix me and my mother lunch then do a chore before nic was found. But before i signed off i chated with my gl Pin Up Babe about the items in cof i needed for head pieces i set myself to away then went to lunch. after i think was a hour or so i came back to see i had error codeed 007. This isnt the first time i had this problems but this time i wasnt able to log back on.

It was then i discovered i had the error code 045 and why i had it. I freaked out to put it mildly. I have never done anything illegal in my life or on gw. I even have proof the last thing i bought before this was dust stacks a tot stack and 3 ele tomes! and the last thing i remember selling was a 170 cc tonics and before that a unded flowstone elemental i got on guru.

I never bought or sold gold for rl money. The way i make my money now in game is by feather running and making essences to sell in toa. last high end item i got was a chibi gwen which was a gift via zkeys from my friend Fergie who is in my allaince. Pin Up Babe my gl can vouch for me about what i did last in gw. Half is not most of my items i got were gifts from dear friends or a great find on guildwarsguru.com. The only time i sell stuff offline of gw was on guildwarsguru.com. Please i dont know what to do other then the ticket i sent it. i never done anything bad on guru and i people who can vouch for that. So please if i can do anything else or if this isnt how i contact you the right way please let me know and thank you for listening.

thanks i can only hope i get my account back with all items still intacted.

Inde · Nov 03, 2009, 02:15 AM // 02:15

AngelWJedi your issue has nothing to do with this website. Buying and selling items on Guru is not going to get your account banned and has never gotten anyone's account banned. Unless you were unknowingly violating the EULA.

This thread though is for those who purchased items in the NCSoft store and were wrongly banned for account fraud. If you have not purchased anything through the NCSoft store, then you are describing something different then what these other users are experiencing and this is the wrong thread for it.

NCSoft support is the only one who can help you with your account.

Also update on Regina's Wiki Journal page

Quote:

Originally Posted by Regina

November 1: Erroneous Fraud Blocks - 2 November 2009

On November 1, a few Guild Wars accounts were blocked in error due to payment fraud, however those purchases were legitimate. We sincerely apologize for this error. The Support Team is aware of this error, and they're devoting more people to reinstating the affected accounts. If you have been affected by this, and have not already done so, please open a Support ticket. For additional information and steps you can take, please refer to the Support Issues page on the wiki. Again, we apologize for this error on our part, and we're doing everything we can to reinstate those accounts.

And from Gaile Gray

Quote:

Originally Posted by Gaile

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)

Geod · Nov 03, 2009, 02:37 AM // 02:37

Wow. Thank you Gaile and ArenaNet - very generous. I would gladly have taken getting my account back and counted it as a win. I'll invest into some more panes I think once this is resolved

AngelWJedi · Nov 03, 2009, 02:46 AM // 02:46

okay sorry inde i didnt know this wasnt the right thread. when i saw fraud i assumed it my cause was one of them. i am also glad using guru didnt cause it. but where should i post then? which is the right thread for me? the right place to get/give info other then the suppost page? and if they should ask mefor my keys codes how do i know its safe(right person) to give it too?

Inde · Nov 03, 2009, 02:51 AM // 02:51

Not a problem Angel, you're going to find all the links you need right here:

http://www.guildwars.com/support/default.php

Only NCSoft support can resolve or help with your issue at this point. If they are backlogged because of these erroneous reports then you can expect it to be a few more days. Sorry.

johnleonard1979 · Nov 03, 2009, 02:59 AM // 02:59

So since both of my friends purchased Nightfall and got their accounts unfairly banned, they'll be getting Nightfall for free. Seems like fair compensation to me. Plus, one of our guild members farmed them a full stack of Trick-or-Treat bags each to help make up for the day they missed.

Now it's just a matter of getting the accounts reactivated.

It's like sitting in a hospital waiting room, hoping your character is still alive. =P

Also, AngelWJedi ... check your private messages.

ForgetAboutIt · Nov 03, 2009, 03:49 AM // 03:49

My case is unusual because I was able to get a support rep on the phone who at least unlocked my accounts. That makes me very lucky indeed, and I can certainly appreciate how fortunate I am.

I will point out that at no time did I demean any support representative. On the contrary, I thanked them profusely for taking the situation with such grace, and for all their efforts on my behalf. A little kindness can go a long way.

I can imagine that they are getting a high volume of calls where the party on the other end is rather irate, especially after hours of redialing every minute or so and waiting on hold for over 30 minutes just to get through. I had no desire to be another one of those customers, and I found them to be very courteous and helpful.

To this point I haven't gotten my son's account keys reinstated, but it looks like all will be well soon.

To be fair to all those out there who have not had their accounts unlocked yet, I will refrain from logging into any of my accounts until I get that email. That's what you all have to wait through, so I'll stick it out with you.

I do have to compliment NCSoft on their efforts to make things right. Giving us what we ordered for free is certainly a lot more than you could expect from Battle.net or Blizzard. Good job, Arena.net and NCSoft.

Artemis Alexandrae · Nov 03, 2009, 04:16 AM // 04:16

Getting the payment fraud item for free would be sweet! I'll be able put that bday money towards something else...like a massage.

johnleonard1979 · Nov 03, 2009, 07:25 AM // 07:25

Quote:

Originally Posted by Zodiac Meteor

Stop trolling, it will be fixed within the hour.

It's been over six hours since this comment and I'm going to bed now.

Hopefully everyone will have their account situated tomorrow.

Mr Corpser · Nov 03, 2009, 08:11 AM // 08:11

Well i posted bout 10 hrs ago im still waiting for this to get straightend out....grrrrrr....im gettin withdrawl from no guildwars

Linksys · Nov 03, 2009, 09:13 AM // 09:13

I would thank the reps on the phone but not profusely because this problem shouldn't have happened the first time. This is one time when I'll have to be the annoying prick and say, "better to get it right the first time."

Coney · Nov 03, 2009, 09:34 AM // 09:34

Hmm, I was thinking about this earlier as well...

Nice thread resurrect - isn't this during the same timeframe that literally tons of people were complaining about being hacked/hijacked?

Isn't it also the same timeframe when some contractors were hired to redo the XTH web site, which has subsequently been down ever since?

Anyone else see the connection? Need I spell it out for you?

Mr Corpser · Nov 03, 2009, 10:52 AM // 10:52

im still waiting....Anet needts to hurry up with this

Still no reply im really starting to get pissed...from now on i dont buy thriugh ingame store...and dont buy near the weekends or holidays or releases f other games

Bled4dayz · Nov 03, 2009, 02:58 PM // 14:58

I've been waiting close to 3 days now to get my account back from payment fraud. ;/

Nothing like playing Sega Genesis games on a emulator, while I wait for my account to get unbanned....Shining Force & Cyborg Justice ftw!

Would be nice to get the item u got for free plus something else for our trouble on this...free storage panel or something.

Mr Corpser · Nov 03, 2009, 03:10 PM // 15:10

Quote:

Originally Posted by Bled4dayz

I've been waiting close to 3 days now to get my account back from payment fraud. ;/

Nothing like playing Sega Genesis games on a emulator, while I wait for my account to get unbanned....Shining Force & Cyborg Justice ftw!

Would be nice to get the item u got for free plus something else for our trouble on this...free storage panel or something.

lol ya i bet ur having withdrawl form all this

and also

"Hi, we are Anet, we work 5 hrs a day and exspect to have this all figured out in a couple of hours." ya right

joyous customer service right

Riot Narita · Nov 03, 2009, 03:39 PM // 15:39

@Mr Corpser: If it's ArenaNet support dealing with this rather than NCSoft (and from Gaile's message, this could be the case)... then you realise you've posted your last few rants while A-Net's offices have been empty? It's 7:30am PST right now.

And even when they roll into the office, you may not be first in the queue. Gaile said to contact support if you haven't been reinstated by this evening (PST, I assume - so it could still be many hours to wait).

I realise you're frustrated... but you're just killing yourself. Go out, watch a movie, do something else. For several hours. And then if it's still not fixed, you need to contact support.

AngelWJedi · Nov 03, 2009, 03:52 PM // 15:52

ido hope you guys get your accounts back. like you i am going through withdraws. on urges of my friend i told my story to gaile on her talk page and she said she would look into my problem. i can hope this means i will get my account back. *hugs everyone*

Bled4dayz · Nov 03, 2009, 03:54 PM // 15:54

me withdraws? nahhhhh......well maybe...lol

Quote:

Originally Posted by Mr Corpser

lol ya i bet ur having withdrawl form all this

and also

"Hi, we are Anet, we work 5 hrs a day and exspect to have this all figured out in a couple of hours." ya right

joyous customer service right