Curse

Gill Halendt · May 28, 2009, 10:07 AM // 10:07

Quote:

Originally Posted by Talania Vulcanclaw

Whats most annoying is we can't threaten to stop playing their game!!!! They already did that for us lol.

Well, they got your money, see if they care if you stop playing now...

Candra · May 28, 2009, 11:05 AM // 11:05

I got my account banned a few times in the past for no valid reasons too. It took me a few days to get it back by contacting support each time. I hope it's gonna work rapidly for you.

Talania Vulcanclaw · May 28, 2009, 11:10 AM // 11:10

Thankyou Laureen. Although I have a feeling the word "Rapidly" was stolen from NCsofts dictionary :P

pumpkin pie · May 28, 2009, 11:15 AM // 11:15

did you guy get somekind of error code? what exactly does it says ?

Talania Vulcanclaw · May 28, 2009, 11:16 AM // 11:16

Quote:

Originally Posted by pumpkin pie

did you guy get somekind of error code? what exactly does it says ?

Your Guild Wars Account has been terminated for payment fraud. This action is permanent. (code=45).

Falling Petal · May 28, 2009, 11:19 AM // 11:19

Doesn't the free Xunlai panel offer end soon too? I bet support are working like crazy trying to fix the last people's accounts who are having trouble claming that. Not the best timing for this new problem!

pumpkin pie · May 28, 2009, 11:35 AM // 11:35

Quote:

Originally Posted by Talania Vulcanclaw

Your Guild Wars Account has been terminated for payment fraud. This action is permanent. (code=45).

Thank you Talania Vulcanclaw, I am having some problems with my accounts, needed to find out what is happening with them.

Varakkys · May 28, 2009, 11:52 AM // 11:52

Hello all

I too have had my account terminated after buying a character slot and makeover pack from the GW store last Friday. My ticket was passed from US support to UK support first thing yesterday, and has since received no response whatsoever.

There is a phone number for Western Europe customer service - 01273 872000 (UK number, from http://www.ncsoft.net/global/support/service.aspx). I phoned them this morning but unfortunately the NCSoft employee was not very helpful - all she could tell me (continually) was that they can only offer email support, they cannot give detailed support info over the phone. She did say that they have a high volume of support requests at the moment, they're going through the queue and that it may take several days to get to my ticket. Yes it's utterly disgraceful that your ticket is seemingly ignored for days, but to those of you continually opening new tickets, all you're doing is adding to the length of the ticket queue.

What I would suggest you do to help the support folk deal with your ticket as quickly as possible is update your support ticket with as much relevant info as you can:

Your NCSoft store account name
Your Guild Wars account name
The last 4 digits of the credit card you used
What you purchased
Names of the characters on your account

Fingers crossed for everyone that's had their account falsely banned!

R.Shayne · May 28, 2009, 12:34 PM // 12:34

Sorry to see this happening to anyone. I have a question.

What happens to those that are affected by this but do not follow up with a support ticket? This is clearly ANET's fault and it will affect people other than those that read the forums.

I am sorry but my first move would to be a blanket un-ban of all accounts banned for this reason just to ensure I get those that will not contact customer support. A nice long e-mail explaining what happen and a corrective action that details what step will be taken to ensure this does not happen again (Don't forget to tell them you are sorry).

Sort out the money and items purchased later when your customers have cooled down.

ErinMaelranaidh · May 28, 2009, 12:51 PM // 12:51

If a bot is able to ban accounts from several criterias, it's hard to believe they can't reverse it. It's just a database. ~~

They must have logs of these operations, so unbanning accounts which have been terminated for this particular reason (Payment fraud), in a specific period of time, shouldn't be so difficult... :/

Gill Halendt · May 28, 2009, 12:54 PM // 12:54

Quote:

Originally Posted by R.Shayne

I am sorry but my first move would to be a blanket un-ban of all accounts banned for this reason just to ensure I get those that will not contact customer support. A nice long e-mail explaining what happen and a corrective action that details what step will be taken to ensure this does not happen again (Don't forget to tell them you are sorry).

Sort out the money and items purchased later when your customers have cooled down.

That's how it's supposed to work in serious business: customers come first.

NCSoft doesn't work that way. Customers aren't taken seriously. Why bothering? We've purchased their games already...

That's why people are so upset.

EDIT - I see people on GuildWars.info getting their bans lifted. I'd love to see also users on Guru getting their accounts back. Anyone up to now?

-Sonata- · May 28, 2009, 01:55 PM // 13:55

Quote:

Originally Posted by Gill Halendt

I see people on GuildWars.info getting their bans lifted. I'd love to see also users on Guru getting their accounts back. Anyone up to now?

She's not on .info, or guru, but one of my closest friends just had hers lifted. It was pretty much the same email someone else posted here earlier saying that the termination had been removed and the card charges were not applied.

However, Her and I both asked the same question after reading the email: Has this error been corrected and is it safe to make the purchases? We can't seem to find clarification on that anywhere.

Inde · May 28, 2009, 02:00 PM // 14:00

-Sonata-, as an FYI Martin did address that in this thread:

Quote:

Originally Posted by Martin Kerstein

For those of you that are concerned about the security and buying things in the store: It was a mistake that has been sorted out, so it is safe to buy stuff.

Gill Halendt · May 28, 2009, 02:08 PM // 14:08

Quote:

Originally Posted by -Sonata-

However, Her and I both asked the same question after reading the email: Has this error been corrected and is it safe to make the purchases? We can't seem to find clarification on that anywhere.

Looks like the glitch has been fixed:

Quote:

Originally Posted by Martin Kerstein

For those of you that are concerned about the security and buying things in the store: It was a mistake that has been sorted out, so it is safe to buy stuff.

Quite frankly, I'd rather stay away from the Store tough, at least as long as this situation hasn't been fully rectified.

Kira_cdt · May 28, 2009, 02:35 PM // 14:35

someone knows when they are going to restore our counts?
Sorry for mi Inglish Im Spanish
Thanks

tasha · May 28, 2009, 03:36 PM // 15:36

Glad to see people starting to get their bans lifted, here's hoping its a speedy return for the rest of you.

Perugio · May 28, 2009, 03:37 PM // 15:37

Well one more support day has passed now in the UK - finally we can all relax and stop wondering if we will be able to play today ... we won't. And I am still a criminal.

On the positive side the (probably sole) supporter assigned to this issue can now go out and have a few pints at the local pub so he's ready for tomorrow's 2 hours of effective work on this issue appropriately mixed with idle chatter at the water cooler. A boss of sorts might join him and brag about "high sales volume with zero problems" appropriately supported by a wide range of Excel charts and PowerPoint presentations he has spent the last week working on - completely shut of from the "outside world" that is actual customers. Just after lunch they will likely start humming tunes from the movie "Thank God it's Friday" and decide on "a job well done this week" soooo ... let's go home early today - nuthin to keep us here.

Yes I am still pissed - about being called a criminal - about being robbed in broad day light - and about being totally ignored.

Talania Vulcanclaw · May 28, 2009, 03:52 PM // 15:52

Well I'm going to seek independent consumer advise.

refer · May 28, 2009, 04:53 PM // 16:53

Quote:

Originally Posted by Gill Halendt

Looks like the glitch has been fixed:

Quite frankly, I'd rather stay away from the Store tough, at least as long as this situation hasn't been fully rectified.

2nd. They probably said it was fine when they first released it and clearly it wasn't then so it might not be now.

Gillian Treehugger · May 28, 2009, 05:18 PM // 17:18

I have some contacts in the Gaming press.

I am going to make sure they are fully aware of what is going on here.

maybe some tough questions from the press may see some results.

also has anyone on here had there account returned yet?