Accounts Banned for fraud, look/post here
lewis91
Ive heard of this alot, i haven't yet used the ingame store, and this is putting me off more and more. What i have heard of people doing is just appealing to mods through the support ticket feature, and then within a week theyre issued a full apology and their account unbanned.
crazybanshee
I purchased extra char slots years ago with no problem, I was going to buy a couple extra storage panes but eh, it's not worth getting my account suspended so I guess I won't. I hope they fix this problem, they're going to lose a lot of business from people being afraid to legitimately buy from the store.
![Ec]-[oMaN](/static/static/../Img/avatar8384_2.gif){kind=avatar}
Ec]-[oMaN
Get everyone that has banned over this to sign a nice complaint letter. Individually send it off, and demand something back for the inconvenience, cough 1 free pane.
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
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
Nihilim Dhiamara
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Originally Posted by thral
This seems odd. A big mistake from A-nets side.
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. |
gl
on topic: heard of a few people in my alliance with the same problem
Tazmanius
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Originally Posted by Fates Monk
You didn't do it on the weekend. Please follow along.
Fail on NCSoft's part, and by association, A-net. Shame. |
Anyways..rang bank before and order for Factions/Nightfall and weapon set was paid for..bought 16th..paid 19th..
2 panes and bonus mission pack bought 22nd..not collected as of 10am BST this morning..so..it seems there is a problem with any purchases made Friday etc.from the store..
No response to various updates on my petition in last 20 hours or so..even though it was escalated and given high priority..
Being accused of payment fraud..in the wider world could have serious implications..thus to ban people and use that term so lightly with no enquiries to the customer etc. in regard to the issue before stating such..well..borders on insensitive at best and blatant defamation or more at worst.
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Originally Posted by Ec]-[oMaN
Get everyone that has banned over this to sign a nice complaint letter. Individually send it off, and demand something back for the inconvenience, cough 1 free pane.
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ErinMaelranaidh
Well, I wouldn't go that far (Asking for a gift or something else), but at least some apologies would be nice. Just for being treated like a thief. ~~
Gill Halendt
I don't even expect apologies. Getting my account back would be enough.
Then, I'll NEVER access their store again.
Then, I'll NEVER access their store again.
instanceskiller
I'd just settle for a nice big major guildwars 2 spoiler pic but thats just me 
EDIT: oh and an apology would be nice too...
EDIT: oh and an apology would be nice too...
Ultima pyromancer
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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.
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EDIT: perhaps my case is unrelated as everyone seems to have issues with the storage panes.. Wait for Anet to speak up i guess, although they will probably blame botters
Tazmanius
Just had a nice reply from support and ban etc. is lifted.
Response (PJ) 05/26/2009 03:28 PM
Greetings,
Originally, the purchase of the ingame access keys for your Guild Wars account were flagged as possibly related to fraudulent credit card use. This was caused by your Game account or NCsoft Master account having been accessed recently from Japan.
I have reviewed the details of the purchases related to this account and have determined that there is no cause for the block of unauthorized credit card use and have released this game account.
The previous purchases made for the following items were voided and not billed to the credit card on this game account:
Guild Wars Storage Pane [ingame code purchase]
Guild Wars Storage Pane [ingame code purchase]
Guild Wars Bonus Mission Pack [ingame code purchase]
In order to access these items you will be required to re-purchase them from the Guild Wars Store. I have taken steps to ensure that this account will not be flagged for possible fraud upon your next purchase.
I apologize for the inconvenience this has caused
A bit worrying though that a hack attempt was made...
Response (PJ) 05/26/2009 03:28 PM
Greetings,
Originally, the purchase of the ingame access keys for your Guild Wars account were flagged as possibly related to fraudulent credit card use. This was caused by your Game account or NCsoft Master account having been accessed recently from Japan.
I have reviewed the details of the purchases related to this account and have determined that there is no cause for the block of unauthorized credit card use and have released this game account.
The previous purchases made for the following items were voided and not billed to the credit card on this game account:
Guild Wars Storage Pane [ingame code purchase]
Guild Wars Storage Pane [ingame code purchase]
Guild Wars Bonus Mission Pack [ingame code purchase]
In order to access these items you will be required to re-purchase them from the Guild Wars Store. I have taken steps to ensure that this account will not be flagged for possible fraud upon your next purchase.
I apologize for the inconvenience this has caused
A bit worrying though that a hack attempt was made...
Orange Milk
I'm sure it will all get fixed, eventually.
I also think you will get a nice "Sorry for the Inconvienence" but not a real appology.
I had contemplated purchaseing 2 of the highly overpriced storage panes over the weekend, glad I didn't. Now i won't until there is a clear answer from ANet/NCSoft on this issue.
More fail imo
EDIT:
HAHA, so an account gets "flagged" for being accessed from Japan, though nothing is done about it then when the obvious "fraud" attempt is being made. But when it is accessed fromt he correct place with the correct info BAM you get banned without any kind of investigation or inquirry to you.
Absolute failure for sure by ANet/NCSoft
Also if ALL of these accounts that were banned were banned for that reason then something certainly needs done about the security on the site because thats alot of people being "hack attempted" How is this info getting out? Where is NCSoft head quartered? Hmmmmmm.......
I also think you will get a nice "Sorry for the Inconvienence" but not a real appology.
I had contemplated purchaseing 2 of the highly overpriced storage panes over the weekend, glad I didn't. Now i won't until there is a clear answer from ANet/NCSoft on this issue.
More fail imo
EDIT:
HAHA, so an account gets "flagged" for being accessed from Japan, though nothing is done about it then when the obvious "fraud" attempt is being made. But when it is accessed fromt he correct place with the correct info BAM you get banned without any kind of investigation or inquirry to you.
Absolute failure for sure by ANet/NCSoft
Also if ALL of these accounts that were banned were banned for that reason then something certainly needs done about the security on the site because thats alot of people being "hack attempted" How is this info getting out? Where is NCSoft head quartered? Hmmmmmm.......
ErinMaelranaidh
Quote:
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Originally Posted by Tazmanius
Originally, the purchase of the ingame access keys for your Guild Wars account were flagged as possibly related to fraudulent credit card use. This was caused by your Game account or NCsoft Master account having been accessed recently from Japan.
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Gill Halendt
I'm wondering how they will rollback my purchase. I got a makeover and used all the 5 credits. Hope they can track makeovers back.
Martin Kerstein
Good Morning.
I have escalated this issue, and will get back to you as soon as I get an answer.
I apologize for any inconvenience this mess caused
I have escalated this issue, and will get back to you as soon as I get an answer.
I apologize for any inconvenience this mess caused
Gill Halendt
Quote:
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Originally Posted by Martin Kerstein
Good Morning.
I have escalated this issue, and will get back to you as soon as I get an answer. I apologize for any inconvenience this mess caused |
TideSwayer
I still need to activate two new GOTY Prophecies accounts and get the free panes before the end of the week (when the free pane offer runs out).
If trying to get in on the free offer before it runs out is just going to cause my (new) accounts to be banned, forcing me to have to email support, then I'd rather NCSoft/ANet simply prolong the free pane offer another few weeks or longer so I can get those panes after this mess is sorted out.
Assuming that the subject of this thread is still an ongoing problem, and will be for at least the next week, is there ANY chance on a free pane offer extension happening? I'm sure there are others in the same boat as me.
If trying to get in on the free offer before it runs out is just going to cause my (new) accounts to be banned, forcing me to have to email support, then I'd rather NCSoft/ANet simply prolong the free pane offer another few weeks or longer so I can get those panes after this mess is sorted out.
Assuming that the subject of this thread is still an ongoing problem, and will be for at least the next week, is there ANY chance on a free pane offer extension happening? I'm sure there are others in the same boat as me.
Gillian Treehugger
Thanks Martin for finally replying.
There are a lot of very upset players. these players are some of your biggest supporters.
Maybe you should look at blanket unbanning all players banned this way during the last 3-4 days.
Also make sure that it not still an issue and untill you are sure close the shop.
Finally you should also consider compensating these players who have done nothing but support A-net.
There are a lot of very upset players. these players are some of your biggest supporters.
Maybe you should look at blanket unbanning all players banned this way during the last 3-4 days.
Also make sure that it not still an issue and untill you are sure close the shop.
Finally you should also consider compensating these players who have done nothing but support A-net.
Gill Halendt
Anyone else getting their ban lifted?
I provided the information they asked (last four digits of my debit card, postal code, game and NCSoft usernames, order number, order code) but I'm yet to have any reply after more than 24 hours...
I provided the information they asked (last four digits of my debit card, postal code, game and NCSoft usernames, order number, order code) but I'm yet to have any reply after more than 24 hours...
Orange Milk
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Originally Posted by Orange Milk I also think you will get a nice "Sorry for the Inconvienence" but not a real appology |
Quote:
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Originally Posted by Martin Kerstein I apologize for any inconvenience this mess caused |
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.
Inde
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.
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
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?
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
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
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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? |
FIREFENIX13
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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.
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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
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
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
appology, gift blah blah not needed just our accounts back
Martin Kerstein
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.
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
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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. |
UNOXani
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
Just to clarify, is this happening strictly in Europe or in North America also?
yosser
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
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
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Originally Posted by Deirdre Fairhair
Just to clarify, is this happening strictly in Europe or in North America also?
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@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
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?
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
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.
To Gill: It looks like you did all according to instructions. Maybe try writing to them again? Good luck.
Gill Halendt
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Originally Posted by Shasgaliel
To Gill: It looks like you did all according to instructions. Maybe try writing to them again? Good luck.
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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
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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. |
Gill Halendt
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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.
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yosser
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.
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
Thanks Martin for responding to all of our queries so quickly!