Accounts Banned for fraud, look/post here

Glad A-Net is trying to fix this problem. Should we be worry about that this kind of billing issues here in the US? I'm afraid to try and buy the last storage tab for my account now lol!

Just an update for everyone, I bought all of the skill packs and Eye of the North via the in game store, and I also have been banned for payment fraud, so it's not just the Storage Panes causing this.

LOLOL. +1 to you sir

There was an issue with PlayNC EUROPE INTERNET GB not receiving payments during the weekend. So ANYTHING purchased in that period of time caused an account suspension for payment fraud.

I bought a makeover, for example, and I got banned. What pisses me off is that I got it to fix a 10 hours old character I didn't bother to just remake when I noticed I picked the wrong hair color. Go figure...

BTW, any news? Anyone else having their bans lifted up to now?

Sigh, I had three days off to play a little bit more, and by the time I get my account back they'll all be gone and I'll be back to work.

I just scanned the thread and only saw the storage panels being banned, so I thought it wouldn't hurt to post what information I did in case it could be of help to anyone.

As soon as my account is unbanned I will be buying a makeover also, and hope that my account isn't re-banned!

After 2 days I received no response from support, i bought Eye of the North, Factions and a pack with core skills from the GW Shop. I check my VISA ELECTRON account and the shop has taken the money.

I wrote the ticket in italian, because someone told me that there's Italian support.

Should i update the ticket in English?

Don't know, my ticket in Italian is yet to be updated, while the one in English is still "waiting", after being excalated more than 36 hours ago.

Yesterday was Bank Holiday in the UK, so I guess they'll start working on this issue today.

I just wish they were as reactive as their automated ban system, it's getting a bit frustrating to have no reply from the support for so long...

as if the storage pane wasn't already a bad deal to purchase. lol...

If you've not receive any response at all from support, maybe try submitting a new request.

I've also had my account 'terminated' (bought a make-over kit on Friday), only response I've had so far is that my ticket has been forwarded to the European team (just used the website site, which is US, but I'm in Australia), and was given the following for further contacts:

http://uk.support.ncsoft.com/( UK Support Team )
http://fr.support.ncsoft.com/ ( French Support Team )
http://de.support.ncsoft.com/ ( German Support Team )

So I don't know, maybe try the UK support - is likely what I'll end up doing, if no further response in a couple of days.

What I would like to know is if we buy something now are we safe? Or will we be banned now too?

IMO here what currently needs done.

On the GuildWars Official site, pehaps in the "Latest News" section or in the "Hot Links" section there needs to be anouncemnet of this situation with the EXACT instructions and links to support that people need to do/use to get this situation sorted out. There should also be posted a REAL apology aswell as a firm explanation, though the explanation can wait until all details become specifics and all answers are found.

Not everyone that plays GW uses this site so even though some people have posted links here that won't help everyone. The site has several ways to contact support listed, perhaps a singular email can be created simply for this problem needs set up, or instructions stating "Be sure your email header topic states "blah blah blah" so you can be directed to the correct persons"

Anyway, I still feel this is being handled poorly is all.

It DOES happen and HAS happened outside Europe, just so everyone knows. A friend of mine was banned/terminated for "fraud" when he purchased storage panes (when they first came out) in the US. It took *two weeks* and not only him being in constant contact, but a couple of us also pestering Anet support to get off their duffs and make right. Luckily, he got his account back, intact, but it is something that never should have happened to begin with........

(He had to be very persistent and not just wait for them to get around to the problem.)

Support has proven to be even more inept than usual lately, imo.

I'm loosing faith, dealing with the support seems to be absolutely pointless.

No replies so far. I'm growing tired of this situation.

Be patient. You know there are many of us who've been banned.

I had an answer, a few hours ago, to ask for my playNC account name (Strange by the way, since there's a field where we can specify NCSoft account name, in the contact form, but anyway sent the account name...).

Just wait... even if they do not answer, they certainly work on this issue.

I know how upsetting it is to wait but you'll recover your account soon

It's not actually the same, but I felt like you when my account was hacked and they gave it back to me.

Im being patient and calm, I know their working on it, my only concern is I put things into the new storage slots and if they remove them (As for whatever reason it may not have "purchased" them), will I loose what I put in there? (Not that a few missing Elite Tombs will kill me, but its annoying they maybe lost through no fault of my own)

Im emailing them each day around the same time chasing an update if I havent heard from them.

The other thing thats worrying me is the wife thinks this is now normal, and seems to think offering more social time is an alternative! Please Anet, I cant allow this to happen!

Hello, I too am affected by this problem Account Baned afraud money , no reason Code=045., I am from Spain and would like to know how and where to send you emails that you answered. Since I'm trying everything sent to the technical Spanish, the English messages in English.
I've tried everything and I do not get any response.
This is going to solve quite scared because I am buying the new pack of 3 games and 2 days I took it off = (
Anyway if someone could give me some information

Thank you very much

Update:

For those of you that send me a PM with your ticket number: I checked with Support, your tickets are all there in the queue, so they are not lost.

Unfortunately, Support can only work on X number of tickets at the same time, and that is causing the delays.

I can fully understand that you are frustrated and angry. I can only assure you that if you send a ticket to Support, the issue will be resolved and your account will be unblocked.

@Xanidark: As far as I know, the items will be back on the storage panel after the account and the panel are re-instated- but I do not know all of the nitty-gritty technical details.

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.

Again, my apologies - as I am based in Seattle now, I also have to deal with the time difference when I talk to European Support.

Thanks. At least, this is a little bit reassuring.

Hi Martin, I appreciate your work and I know that is a Ticket? I am new to the community Guild Wars and still do not understand much.

And as posted on ticket?

The ticket can be a number when you send something to support you let a thing like that?
The reference number for your question is' XXXXXXXXX '.

I would appreciate instructions on how to let

Thank you very much

Yes, your ticket number is the reference number - so if you got one back from support, you should be fine

Hi again.

already sent you the reference number of the ticket I sent to the technical support of United States.
I hope if you can answer =)
Thank you

Have we heard of anyone getting their account back yet?

I seem to get passed to a different person each time and told they will get back to me as quickly as possible and then I get asked a question about my account

...another day and another question...

...Seems to go at a rate of one reply every 24 hours so maybe in a couple of years we will have our accounts back...

...yay.

Talania,

There are several people who have stated their accounts are now unlocked on the German forums. As Martin stated it's just a matter of NCSoft working through the queue. Sorry to hear it's taking so long for some of you.

tbh, it wouldn't be so bad if they actually gave you a clue as to how much progress they are making or any kind of "human" feedback, it just seems like a machine asking me automated questions. The customer service is a joke quite frankly and I'm very disappointed. I understand they have a lot of people to deal with but they have recognized that it is a fault their side which should cut down on the time it would take to investigate each case....surely?

....However its nice to hear players are starting to get their accounts back. At the least I can take some hope from that lol.

Good news, thanks Inde.

Let's wait and see...

Why are you being asked heaps of question Tal?

It was their mistake, they can identify your payment and reverse the situation.
You should have to prove nothing IMHO.

EVeryone was playing quite happily till this happend now you are having to answer question when you tried to give them money for one of their products which they have taken and banned you as a thank you....I am getting more than angry now.

Finally had a response from the UK, you ticket has been passed to a 'Senior Account Support Representative'

Great more pass the parcel. I just want my account back that I have paid good money for. This is taking far too long. Surely they can just reverse all account bans from the weekend and then deal with the mess that they have created????

Yes, I have been passed to this 'Senior Account Support Representative' last night just before I posted on here. So far....no response.

I've been asked for my character names twice. I have been asked for my NCsoft account twice. I have been asked for the last four digits of my credit card account and I've been asked for my login name.

I can understand the need to ask me these questions but... not multiple times and not all in separate mails...

I've never ever seen a company treat there customers so badly. Do they make SOOOO much money they can afford to lose lots of them? I don't know... I know that where I work in this current economic climate that every customer counts.

I agree it is taking way to long.

I have a very angery husband because of this. This error is on there part, is causing a lot of distress to people.

I actualy PMed Martin yesterday asking why they could not do a blanket unban of these accounts and then in slow time sort the money out.

Surprise Surprise I did not get an answer on that. Only we are working as fast as we can.

My guess with the job losses from NCsoft europe our support is one guy sitting in a broom cupboard somewhere.

It is about time we had some Justice.

It took me four days to get my account unbanned (It was for a different matter. They told me I had breeched the code of conduct for "threatening to hack" when I told my guildie, "im in ur computrz haxx0ring ur pr0nz.")


The only advice I can give you is what I did: Make sure your ticket stays updated. Every couple days if you haven't heard back, just update the ticket.

I hope everyone gets their accounts back. They really need to re-work the system so they don't have an automatic knee-jerk permaban reaction.


Good luck.

I think you're being a bit too harsh here.

Yes, I agree that NCSoft Support isn't the best out there. Support should have been more interactive and reassuring with their customers. They could have reacted a lot better, e.g by lifting all the suspensions caused by an error in THEIR system, and then taking care of each individual case after admitting their fault and solving the problem. And it's being indeed slow and frustrating.

But they're doing whatever they can. We now know it's just a matter of time. Bashing them won't speed up things, it will just unsettle you more.

Think about it this way. NCSoft is facing a great loss because of this mess anyway. A mass ban following an error in my system isn't something I'd be really that proud of. Even tough we know the store has now been fixed, it will probably take LONG before those banned players trust their system again. I used to be a good customer, spending a lot in character slots, makeovers and such. Now I'll probably do without for long while. A lot of players in touch with those affected by suspensions probably feel like that and stopped purchasing stuff to be safe.

I'm so glad Martin showed up here trying to ease things up. He's doing great. Thanks Martin.

Now let's wait and see...

My status : on day 3 now and nothing but "passing on to" and "last 4 digits question" responses. Nothing the last 36 hours.

There's a lot of amazing things about this I think :
- It's amazing that a business with this level of customer CARE can survive at all.
- It's amazing that a business selling millions of products and services worldwide can have such poor technology IT wise to support the day to day running. Poor because of obviously not thought through OR tested store systems.
- It's amazing that seemingly not one person with authority in the service level of NCSoft or ArenaNet can see how much this will hurt revenue wise when the exact same people that are actually supporting their add-on sale by buying their stuff are the exact same people that are "punished" ... twice ... first by a stupid ban and then by showing far too little interest in getting the issues resolved for the "victims" within a decent timeframe (NOPE - I do not believe 3 days is decent for this no matter how many people are affected)

and ...

- It's kinda amazing that very neat games like CoH/V and GW can be associated with a management company as NCSoft. A very clear example of the old dev vs. sales/mgt dilemma

Well - obviously NCSoft doesn't care enough about possible repercussions to quickly - very quickly - get this resolved. So noted. I now feel obligated to warn my fellow gamers everywhere I can - all the people that are still just playing and checking the forums sometimes. I must warn them to not use the stores, to not buy add-ons and for those of my friends that haven't yet bought GW or the other games I must warn them to buy anything in the first place.

Yes I do know about this being a bug seemingly - and that this is now resolved. Umm - now why would I believe that?? There was one other answer about some hack from Japan that was discovered or something - written by an offical NCSoft rep. - so NCSoft "protected" the affected account by blocking them. CUTE. Now why would I believe that?

Bug or not - I do NOT appreciate being called a criminal - AND having that up in the air for 3 days plus - WITH a statement saying "Terminated - This is final". What the hell???

As for compensation IF/WHEN this is resolved? Well I most certainly think that would be a good idea - just to at least show a tiny bit of fairness towards those affected - to get a sense that NCSoft actually really cares just a wee bit for us as customers.

Last thing : Some would say that if this thread is indicating the number of people affected, then it can't be that many. Umm well yes - but then how come it takes so long to fix it.

Reminder.

When theres a long weekend, and your local bank to which your credit card belongs to goes on holiday. Don't use the online store.

It maybe harsh buts it's true. For me it's not about the length of time it's taking to fix or the fact that I've been mistaken for a criminal... Its not a case of bashing them either. It's disappointment of the way it's being handled.

It's simply the way in none of the replies I have had from them have they stated that this is a problem at their end and they're trying to fix it. There is no apology and no time estimation on when the account will be reactivated.

All the information is being spread by word of mouth here. We have an apology from Martin which we all appreciate but it's far too unofficial and sloppy.

Perugio demonstrates perfectly why you don't want pissed off customers. It tends to have a chain reaction through word of mouth. If you go by the rule that for each customer you piss off they tell 10 friends etc etc and you end up losing their custom too.

Also many people that are banned may not be posting on here but I'm guessing plenty are looking at it.

Don't get me wrong, I absolutely agree with you. But that's it.

NCSoft is who we have to deal with now. That's their (unbelievably poor and quite ridiculous) way to solve problems like these. Nothing we can do in the meanwhile, but wait. And then hope we'll never need to contact support again in the future.

Yes...and post on forums

Of course the main reason I'm so angry is that I got banned right in the middle of an HB tournament match

I think their silence is their mistake.

WE REALLY NEED TO KNOW WHAT IS GOING ON.

I have spent hundrends on my accounts....now I am locked out for a sytems error on their side. Accused as a theif when they have my money. The message from the system is horrendus. This needs to change. That feeling when you go to log in and you get told that you have been permanantly banned for something you didnt do.

Please wait while we get to you....Great no Gift of the Traveller for me this week. Great looking like I will miss out on double vanq weekend (at 28 titles with Kurz nearly there)

They locked our accounts pretty quick...well unlock them just as quick.

I belive the lack of information is now causing people to get mad and loose patience.

I cannot believe what's happening, I will never ever buy anything from them again!

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

Fear not.. if it goes on for too long we can maybe get independent consumer advice?