Curse

Inde · May 26, 2009, 06:09 PM // 18:09

Orange,

It's fairly obvious that the matter is being looked into. Martin is still gathering reports, data and has to pass these on. He's not responsible for the mess, trying to fix it, nor is he trying to represent that this apology is official. He's letting the community know, rightfully, that Anet is aware of what's going on now.

It was a holiday weekend here in the US and so I'm sure the matter wasn't able to be resolved as quickly as it would have if this happened on another day. I'm not excusing what happened, since yes I too would be a bit upset to purchase something from a company and then to be subsequently banned, but they are doing what any business would do. Let everyone know they are aware of the problem, work to find out what happened and fix the problem, issue refunds to the affected and apologize to those affected. I wouldn't expect anything further from a retail store or any other business. As long as the matter gets corrected in a timely manner.

FIREFENIX13 · May 26, 2009, 07:12 PM // 19:12

Hey i m from spain... i bought GW factions the 22/05/09 and i have the same problem and i contacted with the GW support in spain, USA, and UK and they just say this:

Hello,

We will forward your appeal to the team that investigated your account and the violation of our rules and enforced the account block. You will be contacted again as soon as possible with more details regarding this issue.

Thank you for your patience and cooperation in this matter.

Regards,

GM Tyler
Guild Wars Customer Support

Why a game like that have those problems?

EDIT:

I will be able to play again or i will lose all my money inverted in that game?

BenjZee · May 26, 2009, 07:13 PM // 19:13

I was banned for fraud but i contacted them staight away and was able to repurchase the content....They just disabled access to EOTN when i did it

genofreek · May 26, 2009, 07:18 PM // 19:18

Quote:

Originally Posted by FIREFENIX13

Hey i m from spain... i bought GW factions the 22/05/09 and i have the same problem and i contacted with the GW support in spain, USA, and UK and they just say this:

Hello,

We will forward your appeal to the team that investigated your account and the violation of our rules and enforced the account block. You will be contacted again as soon as possible with more details regarding this issue.

Thank you for your patience and cooperation in this matter.

Regards,

GM Tyler
Guild Wars Customer Support

Why a game like that have those problems?

EDIT:

I will be able to play again or i will lose all my money inverted in that game?

It sounds like they've noticed your problem and they're going to look into fixing it for you. It's an unfortunate thing, and hopefully it's fixed soon, but if you haven't done anything wrong you should be able to play again soon.

FIREFENIX13 · May 26, 2009, 07:23 PM // 19:23

Quote:

Originally Posted by genofreek

It sounds like they've noticed your problem and they're going to look into fixing it for you. It's an unfortunate thing, and hopefully it's fixed soon, but if you haven't done anything wrong you should be able to play again soon.

GOD hear my plea XD

i did nothing wrong and my credit card did the transaction of money so I did not any fraud...

they are who made a fraud to me... stealing me my 15€(factions) and 35€ more for Prophecys and Eye in a real shop (in my town)

GOD... i want my account back...

Thanks for quoteing!

dilan155 · May 26, 2009, 07:33 PM // 19:33

a-net in several different ways in this thread is stating that the problem is being looked into, we all know that a-net isnt too fast on theses things so give them time, if they are reviewing each and every case, then it will take while. as for the apology, thats just the way companies apologize and since it came from martin its obviously not a bot post, its just the way they say sorry, in a non begging and non sorry kind of way.

pheobz · May 26, 2009, 07:53 PM // 19:53

i bought 2 panes of storage friday and got banned for fraud monday too, sent mail to support and am yet to hear, yes am annoyed about it 4 yrs down the drain for something mi didnt do, but am in same boat as a lot of u guys. give them time to sort it out, we have done nothing wrong so therefor our accounts should be unbanned once the problem is resolved. from reading here theres a lot of peeps who will and have been sending in mails its gonna take a while to get through them and start to resolve it, case by case.

appology, gift blah blah not needed just our accounts back

Martin Kerstein · May 26, 2009, 08:01 PM // 20:01

Right.

So as you are well aware, there has been an issue with the billing system this weekend that caused accounts to be blocked - with no fault of the player.

All of you who have been affected: please contact Support, they will unblock your accounts and will send you a follow up message.

It might take them a little bit top get back to you, but they will take care of each and every one of you.

I again apologize for the inconvenience this has caused.

Akaraxle · May 26, 2009, 08:41 PM // 20:41

Quote:

Originally Posted by Orange Milk

DING DING DING!!!!!! I WIN!!!!

And I really don't see why you would ask to be compensated, they won't even offer up a real apoplogy why would they "compensate" you?

I suggest you learn expect very little from these people, that way you won't be as dissapointed in the future.

Dude, I can assure you Martin knew about it when it was still a possibility and he was notified of this as soon as he woke up this morning. He's trying to cover a mess his "boss" caused and trust me - it's not pleasant.

UNOXani · May 26, 2009, 10:54 PM // 22:54

Just found this thread, ive got this problem on one of my 2ndry accounts which I nicely bought storage for on friday lol. Good to know others are suffering with it as well, im currently in touch with support on it and hope to have it back soon.

Deirdre Fairhair · May 26, 2009, 11:22 PM // 23:22

Just to clarify, is this happening strictly in Europe or in North America also?

yosser · May 26, 2009, 11:29 PM // 23:29

Martin,

I did send a message to support in California now they are passing me to Europe - more Time zone delays.....great....ban first....did nobody have an exception report as to why there were so many bans this weekend?

Surley they have a list of blocked accounts and can just reverse this.

NCsoft will have to sort this soon as people are stopping using the online shop

***Not Happy***

I do appreciate you helping with this and accept it is not your fault, and I'm not going to shout at you, cause you are brave enough to say something....but please I keep getting no questions answered on my trouble ticket...just pass the parcel.
Thanks

Martin Kerstein · May 26, 2009, 11:50 PM // 23:50

Quote:

Originally Posted by Deirdre Fairhair

Just to clarify, is this happening strictly in Europe or in North America also?

To my knowledge, this was restricted to European accounts.

@Yosser:

European support is dealing with this, as it is restricted to European accounts (at least to my knowledge). There was a bank holiday yesterday in the UK (where Support is based), so this might explain the delay.

Again, I understand that you all are not happy, and all I can do is to offer my apologize while support is taking care of you.

Gill Halendt · May 27, 2009, 12:10 AM // 00:10

I don't even know who's dealing with my ticket, since I've sent it through [email protected], as I couldn't send tickets from the web-based support. Guess it ended up being received from the US support...

I was asked some informations from Brad and David (namely, the last four digits of my debit card number and my postal code), but then nothing happened in more than 24 hours.

Am I doing anything wrong?

Shasgaliel · May 27, 2009, 12:25 AM // 00:25

I hope all the people involved got their accounts back. I think they can make a query on their database and make a list of all affected accounts and just unlocked them no?

To Gill: It looks like you did all according to instructions. Maybe try writing to them again? Good luck.

Gill Halendt · May 27, 2009, 12:31 AM // 00:31

Quote:

Originally Posted by Shasgaliel

To Gill: It looks like you did all according to instructions. Maybe try writing to them again? Good luck.

Already done that.

I just would like to know if my case is being looked into. I don't even know if the European Support received anything from me up to now.

Martin Kerstein · May 27, 2009, 12:45 AM // 00:45

Quote:

Originally Posted by Gill Halendt

Already done that.

I just would like to know if my case is being looked into. I don't even know if the European Support received anything from me up to now.

Did you get a ticket number? If so, send me a PM with it, and I try to track it down.

Gill Halendt · May 27, 2009, 12:58 AM // 00:58

Quote:

Originally Posted by Martin Kerstein

Did you get a ticket number? If so, send me a PM with it, and I try to track it down.

Sent. Thanks a lot.

yosser · May 27, 2009, 01:45 AM // 01:45

Thanks Martin - lets hope this get sorted out soon.

Being in New Zealand this is most fustrating as I have been passed from Time Zone to Time - always as night so I have to wait another day.

Deirdre Fairhair · May 27, 2009, 03:47 AM // 03:47

Thanks Martin for responding to all of our queries so quickly!