Accounts Banned for fraud, look/post here

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)

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

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.

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.

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.

Originally Posted by Katsumi

tl;dr

Originally Posted by tasha_darke

Hope this gets resolved for everyone who has suffered from this mistake. I find it interesting that a lot of people seem to be saying that they made their purchases on Friday and were banned on Monday - maybe NCSoft's software is based on the logic "haven't got the confirmation in 2 days, ban account" and the programmers forgot about the weekends....

Either way, hopefully things will get sorted soon. Don't expect it to be fast though, I'm still missing storage panes that disappeared in the last update.

Originally Posted by Ultima pyromancer

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

Originally Posted by tasha_darke

maybe NCSoft's software is based on the logic "haven't got the confirmation in 2 days, ban account" and the programmers forgot about the weekends....

Originally Posted by TheodenKing

While it's ironic that the reason you got banned was due to a bug at their end, the reason you won't get reinstated is that you violated the EULA by purchasing the account from someone other than them. You expecting them to reinstate you would be like someone who bought a pirated DVD to expect the record-label to replace it when you discover it is defective.

Originally Posted by Neo Atomisk

I've bought 4 storage panels and 2 extreme makeovers, and I haven't been banned once. ever.

yerdoinitrong.

Originally Posted by TheodenKing

While it's ironic that the reason you got banned was due to a bug at their end, the reason you won't get reinstated is that you violated the EULA by purchasing the account from someone other than them. You expecting them to reinstate you would be like someone who bought a pirated DVD to expect the record-label to replace it when you discover it is defective.