Accounts Banned for fraud, look/post here

Well, they got your money, see if they care if you stop playing now...

I got my account banned a few times in the past for no valid reasons too. It took me a few days to get it back by contacting support each time. I hope it's gonna work rapidly for you.

Thankyou Laureen. Although I have a feeling the word "Rapidly" was stolen from NCsofts dictionary :P

did you guy get somekind of error code? what exactly does it says ?

Your Guild Wars Account has been terminated for payment fraud. This action is permanent. (code=45).

Doesn't the free Xunlai panel offer end soon too? I bet support are working like crazy trying to fix the last people's accounts who are having trouble claming that. Not the best timing for this new problem!

Thank you Talania Vulcanclaw, I am having some problems with my accounts, needed to find out what is happening with them.

Hello all

I too have had my account terminated after buying a character slot and makeover pack from the GW store last Friday. My ticket was passed from US support to UK support first thing yesterday, and has since received no response whatsoever.

There is a phone number for Western Europe customer service - 01273 872000 (UK number, from http://www.ncsoft.net/global/support/service.aspx). I phoned them this morning but unfortunately the NCSoft employee was not very helpful - all she could tell me (continually) was that they can only offer email support, they cannot give detailed support info over the phone. She did say that they have a high volume of support requests at the moment, they're going through the queue and that it may take several days to get to my ticket. Yes it's utterly disgraceful that your ticket is seemingly ignored for days, but to those of you continually opening new tickets, all you're doing is adding to the length of the ticket queue.

What I would suggest you do to help the support folk deal with your ticket as quickly as possible is update your support ticket with as much relevant info as you can:

Your NCSoft store account name
Your Guild Wars account name
The last 4 digits of the credit card you used
What you purchased
Names of the characters on your account

Fingers crossed for everyone that's had their account falsely banned!

Sorry to see this happening to anyone. I have a question.

What happens to those that are affected by this but do not follow up with a support ticket? This is clearly ANET's fault and it will affect people other than those that read the forums.

I am sorry but my first move would to be a blanket un-ban of all accounts banned for this reason just to ensure I get those that will not contact customer support. A nice long e-mail explaining what happen and a corrective action that details what step will be taken to ensure this does not happen again (Don't forget to tell them you are sorry).

Sort out the money and items purchased later when your customers have cooled down.

If a bot is able to ban accounts from several criterias, it's hard to believe they can't reverse it. It's just a database. ~~

They must have logs of these operations, so unbanning accounts which have been terminated for this particular reason (Payment fraud), in a specific period of time, shouldn't be so difficult... :/

That's how it's supposed to work in serious business: customers come first.

NCSoft doesn't work that way. Customers aren't taken seriously. Why bothering? We've purchased their games already...

That's why people are so upset.

EDIT - I see people on GuildWars.info getting their bans lifted. I'd love to see also users on Guru getting their accounts back. Anyone up to now?

She's not on .info, or guru, but one of my closest friends just had hers lifted. It was pretty much the same email someone else posted here earlier saying that the termination had been removed and the card charges were not applied.

However, Her and I both asked the same question after reading the email: Has this error been corrected and is it safe to make the purchases? We can't seem to find clarification on that anywhere.

-Sonata-, as an FYI Martin did address that in this thread:

Looks like the glitch has been fixed:

Quite frankly, I'd rather stay away from the Store tough, at least as long as this situation hasn't been fully rectified.

someone knows when they are going to restore our counts?
Sorry for mi Inglish Im Spanish
Thanks

Glad to see people starting to get their bans lifted, here's hoping its a speedy return for the rest of you.

Well one more support day has passed now in the UK - finally we can all relax and stop wondering if we will be able to play today ... we won't. And I am still a criminal.

On the positive side the (probably sole) supporter assigned to this issue can now go out and have a few pints at the local pub so he's ready for tomorrow's 2 hours of effective work on this issue appropriately mixed with idle chatter at the water cooler. A boss of sorts might join him and brag about "high sales volume with zero problems" appropriately supported by a wide range of Excel charts and PowerPoint presentations he has spent the last week working on - completely shut of from the "outside world" that is actual customers. Just after lunch they will likely start humming tunes from the movie "Thank God it's Friday" and decide on "a job well done this week" soooo ... let's go home early today - nuthin to keep us here.

Yes I am still pissed - about being called a criminal - about being robbed in broad day light - and about being totally ignored.

Well I'm going to seek independent consumer advise.

2nd. They probably said it was fine when they first released it and clearly it wasn't then so it might not be now.

I have some contacts in the Gaming press.

I am going to make sure they are fully aware of what is going on here.

maybe some tough questions from the press may see some results.

also has anyone on here had there account returned yet?

Thank you, Inde and Gill. Missed that message as I was reading through the thread :-) I'll pass it on.

Been 'banned' since Tuesday, its my own fault really, it must be, I was really really bad and bought a couple of extra Xunlai panes.
This is evil right?
Ticket has been passed to the European branch (or given the lack of response maybe its only a twig).
Still waiting unable to play, and looking like I'm going to miss out on Nicholas the Traveller this week or permanently unless they get their finger out!

Still pi**ed
Tarod

3 days and still none the wiser about what is going off. at first i thought plaync would have been on the go 24/7 to rectify this problem but they seem to be asleep on it instead. give them a chance to sort it i kept saying to miself but they have had thier chance and all mi get in the mail is "I am escalating your ticket for further assistance, and someone will be in contact with you as soon as possible" soon as possible?? 3 days later still waiting for any sort of reply, more like when ever they are ready to actually do something about it, fixed the glitch in the online store, great, not like im ever gonna be using it again!!

yes im angry, annoyed and some words mi cant use here, but mi thinks we all need some actual proof that something is being done about this matter, being falsely accused of being a thief, having our money stolen by them is more like it, and at the end we loose our accounts

this is really bad no, absolutly pathetic customer service

ok rant over

I was finally unblocked.

Com'on guys, don't give up. Support is working on this, as slow as it can be... Don't let frustration win.

look it is quite simple to solve the issue. Gather together and do a class action suite for breach of contract against Anet.

The suit will be under "unfair business" practices. Cancellation of an account without prior notice should light a fire under them.

Remember that in order to sell the game in the US they need to have a Business license. These things can be challenged in a court of law.

The publicity alone will crush Guild Wars and we can all go and play WOW.

Simply have your bank account statement ready that says that had Anet tried to debit the funds from your account the funds were present for them to do so. Banning your account for their fault is a Legal matter. Remember to include loss of time and or MENTAL ANGUISH over the stress of not being able to play.

Remember, Mental Anguish is worth at least 100,000 us dollars every single time you say it.

I am going to go and buy some storage! Maybe I will start the class action suite. I will let you know if I get banned on my secondary account so that I can have some fun again in the courts!!!

Been banned since Monday, I'm getting really frustrated now, no response since my ticket was escalated to the European support on Tuesday.

And I've given them all the information that has been recommended to give in this thread.

All I want to do is play

HEY ALL!!

THANKS!!

MY ACCOUNT IS UNLOCKED!!!

Thats the message i recived from Ncsoft spain support:

(In spanish obiously)

[quote name='Senior GM Leonardo' date='May 28 2009, 05:07 PM' post='734291']



Respuesta (Senior GM Leonardo) 05/28/2009 05:07 PM
Hola Jesús,

Muchas gracias por tu paciencia mientras investigábamos este asunto.

Después de haber revisado tu caso, parece que tus cuentas de NCsoft y de Guild Wars habían sido bloqueadas por error. Por favor, acepta nuestras más sinceras disculpas por cualquier molestia que este incidente te haya podido causar.

Tus cuentas de NCsoft y de Guild Wars ya han sido desbloqueadas y podrás acceder a ellas con normalidad.

Como parte de este fallo, las claves de acceso de Guild Wars que compraste han sido desactivadas y el cargo por la compra online fue anulado/no procesado por nuestro sistema de facturación, lo que significa que no has sido facturado por este intento de compra.

Como compensación por este error, vamos a remplazar la(s) clave(s) de acceso que hemos desactivado por error, sin ningún tipo de cargo por nuestra parte, por lo que esta compra será gratuita. Hemos añadido la(s) siguiente(s) claves de acceso de Guild Wars a tu cuenta:

- Factions Standard: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX

Ya hemos añadido esta(s) clave(s) a tu cuenta, por lo que no necesitas añadirlas manualmente. Sin embargo, te recomendamos que guardes este mensaje para futura referencia.

De nuevo, te rogamos aceptes nuestras disculpas y esperamos que este incidente no impida que disfrutes del juego.

No dudes en contactar con nosotros de nuevo si tienes más preguntas.

Atentamente,

Senior GM Leonardo
Atención al cliente de NCsoft


[/quote]


I will sum up it ok?:

He first apologised and then said that the GW Factions that y bought, was disabled and they returned me the money, and for the inconvenience, they gave me a GW Factions codegame for free.

So they did the best way to have people happy.

I just want to tell... thank you to all, at the end, we all will be helped.

Just be patient and you all will get what is yours

See you all ingame!!!! :P


(sorry for my english )

Google went down last week and I couldn't use it for quite a while, would you like to join me in my class action suit against them.

Hi, I live in france and had the same problem when I tried to play monday, My account was banned for payment fraud, and they finally unlocked my account yesterday.I sent an email monday, tuesday they asked for ID informations, and wednesday it was over, with all their apologies.

so be patient & don't worry (though it can be very frustrating for many people )

I live in Australia and last Saturday I purchased two extra panes and the Bonus missions also using my Visa/Debit Card which I have used for purchasing both Guild Wars and Lineage 2 products since 2005. I played all day Sat, Sun and Monday and come Tuesday when I tried to log in, I too recieved the ban for Payment Fraud. I immediately checked my bank account and the transaction was still sitting there for NCSoft awaiting clearance. I phoned the bank and asked if there had been any problems, to which they said no there were no problems at all.
I filed a ticket immediately and later that night I had a response from a GM saying that they were forwarding my issue to European Support. Another 24 hours later I hear from another GM asking me to validate who I was. I replied and withing the hour had yet another reply saying that he was forwarding my issue onto a Senior Accounts Support Representative. That was well over 24 hours ago and I have asked further as to whats going on but have yet to recieve a reply.
This is very very frustrating.

Even more concerning is the fact I introduced a friend to Guild Wars on Sunday. Yesterday he told me he purchased Eye of the North from the ingame store. As he was talking to me over Ventrillo he suddenly got a 72 hour ban for an illegal IP address.
NCSoft or Arena.net must have some very serious glitch somewhere that needs to be fixed asap.
Today is Friday here in Australia and I am now beginning to doubt that my issue will be resolved before next week. It is getting beyond a joke now. Heck I cant even log into Lineage 2 if I want to because of this.
Checking my bank details again today I still find the NCSoft transaction still sitting there waiting for NCSoft to request the payment.

I see the A-net reps are all over this thread, providing assurances and feedback. Keep up the good work Regina et al.

The only rep thats been on here is Martin and hes not posted in 36 hours.

There are now people who have been banned for 4 days now. this is a PR nightmare for A-net and NCsoft. They need to keep people up dated whith how long they expect it will take etc. NOT going AWOL for the last 2 days.

As an apology, they should give up a discount in the store :P

They should give the stuff people bought over the weekend for free.

They have already done this for a guy from Spain.

The president is set so now we all should demand the same treatment.

On legal action rather then working of the actual banning, it may be better to work on the emotional distress caused by the ban.

I opened two tickets on Monday and Wednesday with IT and UK Support.
Today, still no answer, just the automatic e-mail.
GG NCSoft.

Makeover codes are being replaced "free of charge". This means, you've paid for one that was blocked while banned, then they gave another one in replacement.

Not really "free stuff".

I'm starting to worry, I bought Eye of the North and I progressed quite a lot, don't really wanna loose all that progress >.<

Well I am actually really starting to lose my patience over this now. Its 7.30pm Friday here now, 10.30am in London and 11.30am in the rest of the European Division of NCSoft. I still havent heard anything.
This is totally unacceptable as far as customer service goes. I used to work in customer service and if I'd let someone go as long as this without at least letting them know I was on the case I would have been dismissed. Of course it was a different industry but still customer service is basically the same in all industries.
I was totally flabbergasted and taken aback when I saw the word "Fraud" also. To be blatently accused of "fraud" is extremely upsetting in the first place and if I were NCSoft I would in fact take that out of there before someone does get annoyed enough to approach their solicitor about being falsely accused of it as it is slanderous and defaming.
I am a member of several very large gaming communities both with well over 2000 members for each site. As yet I havent posted anything on those sites about this only here and my support ticket. Alot of folk on those sites remember very well about SOE and the SWG CU mistake and how folk were treated by SOE. Half of them recently left Age of Conan due to the lack of customer service and are up in arms about MMO's. With GW2 and Aion on its way I thought I'd check out GW again and try get them into it as well.
All I want is my damned account back. I've spent around AU$100 in the past month in the ingame store with expansions (having recently returned to the game) and these Xunai Slots and Bonus Missions. Customers should not be treated like this at all. YesI am very upset and getting more upset as time passes and not hearing anything from anyone at NCSoft.

EDIT: I have just lodged a second ticket asking what is happening with the first and stating that I have still not heard anything at all from a Senior Accounts Representative. Its been well over two days now since I was escalated to the SAR and still no contact at all from him/her/them.

Just had a reply from NCsoft saying my account is now unbanned, and it was a mistake on their behalf (As we already know from this thread).

So, for those still waiting, a glimmer of hope, it will get resolved, as annoying as it is, I think its just a waiting game.

And to NC soft peeps reading this, MANY THANKS!

Now, what can I do this weekend......

Grats Xanidark.
Looks like you may be doing more than the rest of us