Curse

Artemis Alexandrae · Nov 04, 2009, 09:00 PM // 21:00

Quote:

Originally Posted by retroflow

They have an automated message tell you while you're waiting. I'm currently 3rd in the queue. I've been waiting for about 20 minutes, starting at 12th in the queue.

Edit: Just spoke to Nick from customer service. He confirmed the thing about the item I was trying to purchase being given to me for free. Apparently my account is waiting for one of the senior reps to unban it, and he's not sure how long that's going to take because he's not sure where my account is in the queue and not sure exactly what speed they're unbanning accounts in.

I mean, I guess that's okay, but it's something I already know. I just want to play already.

I just got someone but my hold never said where I was in line...I waited about 23 minutes before an agent.

johnleonard1979 · Nov 04, 2009, 09:06 PM // 21:06

Quote:

Originally Posted by Wynthyst

As far as I understand it, anyone that made a recent purchase online and got a fraud ban is not only going to have their account restored, the charges credited back, and whatever they purchases added to their account.

If this isn't enough for you all, you need to find a different game to play.

Really? So asking for this kinda of stupid crap not to happen in the first place is asking too much?

Let's say you park your car in front of a convenience station to purchase a soda, and when you come back out your car is missing. Considering that you use your car daily, you might be annoyed when the station clerk tells you that your car was accidentally taken away and it should be restored to you within a few days.

But on the bright side, to make it up to you, they're giving you the soda for free.

Give me a break, man.

Artemis Alexandrae · Nov 04, 2009, 09:06 PM // 21:06

Ok, just got off the phone. They are comping my purchase...they say it could be anywhere from tonight to 2 days from now for unbanning as they have a large number of people with this issue. Their in office hours are (thankfully) longer than their phone hours.

Mr Corpser · Nov 04, 2009, 10:41 PM // 22:41

OMG im still waiting....will they ever call my number

johnleonard1979 · Nov 04, 2009, 10:57 PM // 22:57

Quote:

Originally Posted by Mr Corpser

OMG im still waiting....will they ever call my number

I know it probably won't make you feel any better ...

... but you're not the only one still waiting.

Mr Corpser · Nov 04, 2009, 11:04 PM // 23:04

ya it does make me feel a little better

just seems wrong that they did this
i mean most if not all of us that were banned made no mistake
just was a case of wronge place wronge time

but im hopping to play soon

Karma Gia · Nov 05, 2009, 12:52 AM // 00:52

Still waiting here too. Its been 4 days. I sent them an e-mail and got a ticket and my wife called them and talked to a service rep too. Just being patient now.....

johnleonard1979 · Nov 05, 2009, 12:58 AM // 00:58

Does anyone know their business hours?

It's 6PM here, and I'm wondering if they are now closed for the day.

*sigh*

Karma Gia · Nov 05, 2009, 01:03 AM // 01:03

From noon til 5 CST

ForgetAboutIt · Nov 05, 2009, 01:24 AM // 01:24

Quote:

Originally Posted by Artemis Alexandrae

How did you know where in the queue you were?

When you call them and get through, it tells you what number you are in the queue. Not in the queue to get your account back, but in the queue to speak to a support representative on the phone.

Within one hour of calling them and politely pointing out that it had been more than 36 hours since I'd had an update on my ticket I had everything back. I suggest you all try to call them tomorrow if your accounts are not back. They are open noon to 5 p.m. Central time. (866) 367-9516

duanuys · Nov 05, 2009, 01:28 AM // 01:28

So yea i also got banned after purchasing EotN and EotN skill pack....and it said code=045 Your guild wars account has been terminated for payment fraud. I understand, support it working on it. I am just worried because i have a guild hall, and want to tell my member to refrain from purchasing anything until clarification about this situation is resolved.

It sucks...i do hope they are quickening their pace on fixing it!

johnleonard1979 · Nov 05, 2009, 01:38 AM // 01:38

Quote:

Originally Posted by ForgetAboutIt

Within one hour of calling them and politely pointing out that it had been more than 36 hours since I'd had an update on my ticket I had everything back. I suggest you all try to call them tomorrow if your accounts are not back. They are open noon to 5 p.m. Central time. (866) 367-9516

When I called them today I told them the same thing, they didn't do crap for me. No escalating the importance of my ticket and no additional information. I basically just got told to wait my turn, and was informed that it could still be several days.

And yes, I was polite ... despite the few choice words in my mind.

Geod · Nov 05, 2009, 02:21 AM // 02:21

I'm still waiting here for my account... I have time tomorrow, so I think I'll give them a call if I don't have my account unlocked by mid-day. I'm patient, but not being able to log on is slowly eating away at me.

Wynthyst · Nov 05, 2009, 02:54 AM // 02:54

You know.. the more you all pester them, the slower they are going to be in getting this straightened out for everyone. As long as you have filed a support ticket, you will get helped. Keeping them on the phone or continually posting requests for updates on your tickets, just keeps them tied up so they can't get anyone's accounts fixed. Each key on every account has to be handled, it's not just click a button and unban this account, it's unban this key, and that one and the 10 others (if you have purchased extra characters, or upgrades, each one has a separate key that has to be adjusted). This is why it takes so long.

I understand this sucks, and you did nothing wrong, and guess what... all of you are getting your newly purchased upgrades free of charge. Give them a break.

If you want to be able to see Gaile's progress reports on this go to her support talk page on Guild Wars Wiki:

http://wiki.guildwars.com/wiki/Feedb...ks:_1_Nov_2009

Rogue42 · Nov 05, 2009, 03:15 AM // 03:15

E-mail posted about 20 minutes ago unlocking my account. Hang tight people, the light at the end of the tunnel is not an oncoming train.

Martin Kerstein · Nov 05, 2009, 03:21 AM // 03:21

I just want to let you know that there is no need to call the support hotline if you have already issued a ticket - it will actually slow down the process.

We understand that it is a great annoyance if you wait for your account to be unblocked, and that this is causing inconvenience for you.

But please bear with us and the Support team while they work on solving the issue, they are working very hard to solve all affected cases.

As Wyn has pointed out, Gaile keeps her Wiki page up to date with the latest news, so checking please make sure to check it out:

http://wiki.guildwars.com/wiki/Feedb...ks:_1_Nov_2009

Again, apologies for any inconvenience and hardship this is causing.

Edit: Could one of the Guru Admins maybe put the Link to the Gaile's support page into the initial post for better information as well?

Artemis Alexandrae · Nov 05, 2009, 03:42 AM // 03:42

yikes, didn't realize that their phone support people are the ones who are unlocking accounts. ...now I have guilt.

bkk69 · Nov 05, 2009, 04:29 AM // 04:29

lol i was banned on monday. i paid for the game on their store with my cardit card and played for 3 hours before getting banned i got intouch with them on the phone now waiting for my turn to be unbanned

Mr Corpser · Nov 05, 2009, 05:55 AM // 05:55

I got banned on Sat night called Mon night stiil havent heard a single thing from them....im getting realy tierd with NCSoft..this CS is the worst ive seen...i mean not even a reply as to what has or hasnt been done with my ticket next.....can this proces be exspidited more quickly...or is everyone just ganna take theire sweet little time getting dothing done

Coney · Nov 05, 2009, 06:22 AM // 06:22

WoW!!!

I'm seriously glad I never ordered anything online

WTF.

I do feel for the poor sods who bothered to trust. This is very sad.