Both a friend of mine and my account were blocked on November 20th. When we inquired why they told us they were hacked and they had blocked them to prevent future damage. But when we went to confirm our accounts they told both of us that we were not the ones that owned the accounts. Needless to say we were surprised. I have had my account for over 5 years and my friend has had his account for over 4 years. It's been 6 days of arguing back and forth about it and still nothing.
We are both very confused as to what is going. Also more to the point why during a hack attempt the account would be blocked. As NCSoft and ArenaNet have time after time put account security on our shoulders, saying they are not responsible for it. At this point I am very angry. I am obviously contacting them through the email associated with the account. I also have bought multiple items through the in game store with credit card, and even if my name (for what ever reason) is not the one registered on the account I have obviously spent money on the account under my name over the past 5 years.
I am contemplating taking legal action at this point, although there is not much I can really do. Anyone else having this issue? or any idea what is going on and how to fix it?
NCSoft stole my account
Jamion
Kook~NBK~
As soon as you threaten A-Net with legal action, support will refer you to their legal department and have nothing more to do with you.
The problem you have is one that can be easily solved by supplying the proof of ownership that support asks for of anyone claiming that they're the rightful owners of said account.- access keys, order numbers, etc.
The problem you have is one that can be easily solved by supplying the proof of ownership that support asks for of anyone claiming that they're the rightful owners of said account.- access keys, order numbers, etc.
Lasareth
Unless you want to be laughed at I'd suggest against wasting money on anything legal unless you've read their Guild Wars terms of service (here)
Your best chance is to do as the above poster said and provide proof of ownership that correlates to the info you entered into your NCsoft or game account. Prepare to accept that you are SOL if they choose not to comply.
Your best chance is to do as the above poster said and provide proof of ownership that correlates to the info you entered into your NCsoft or game account. Prepare to accept that you are SOL if they choose not to comply.
DokkyDok
If you got this message: "Your Guild Wars has been blocked for an account issue. Please contact Support for more information", then I know a couple of people who have gotten the same problem as you these past few days.
RedDog91
NCsoft did not steal your account. Not to accuse you of anything, but there's a good chance that you and your friend both gave some amount of account info to someone. That person then used your account for illegal practices and it got blocked. The only way to prove the accounts belong to you and your friend are to take pictures of the box and scan the access keys that were provided and send it in your next email to support.
NCsoft is not out to get you. For all they know, your email was also hacked. That is why they don't re-instate your account simply by contacting them through the same email address.
And to be brutally honest, any legal professional you bring this case to will laugh at you. They may take the case without hearing the full story, but when you give the details you posted here -- and the ones that I'm sure haven't been posted -- they'll drop it but still charge you the fee for hiring them.
NCsoft is not out to get you. For all they know, your email was also hacked. That is why they don't re-instate your account simply by contacting them through the same email address.
And to be brutally honest, any legal professional you bring this case to will laugh at you. They may take the case without hearing the full story, but when you give the details you posted here -- and the ones that I'm sure haven't been posted -- they'll drop it but still charge you the fee for hiring them.
fowlero
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Originally Posted by DokkyDok
If you got this message: "Your Guild Wars has been blocked for an account issue. Please contact Support for more information", then I know a couple of people who have gotten the same problem as you these past few days.
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Some kind of issue? Or maybe to do with the attack on guru recently?
galactic
Just happened to me. Sending ticket now.
and yeah i think its bc of guru because i used the same email and password on this website as i did for my account. stupid.
and yeah i think its bc of guru because i used the same email and password on this website as i did for my account. stupid.
DokkyDok
The two people to whom I was referring do not have Guru accounts, though. :/
SpyderArachnid
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Originally Posted by Jamion
and even if my name (for what ever reason) is not the one registered on the account I have obviously spent money on the account
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Your name is not on the account, meaning the account is under someone else's name. So when they say, "you are not the owner", they are completely right.
It doesn't matter if you bought stuff with your credit card or not, the name on the account is not yours. I'm guessing the information on the account isn't yours either if the name is not yours.
Seems the only logical way to prove that the account is yours, but in a different name, is to have the serial codes for the account and get in contact with the original owner of the account to supply proof that they have given you the account. If you bought the account from someone else, then you're a screwed. Anet frowns upon selling ingame content for real money, that includes an account.
obastable
Support is incredibly lax at times with peoples information. My son once forgot his password, and not having a master account there were no security questions or anything to use to reset it. He emailed support, gave the email address on the account and one character name .. that's it ... that's all ... and they emailed him a new password.
This was shortly after the mass hack event of recent months. Perhaps some GM's are more particular than others, but that instance in particular made me cringe a bit inside. I often wonder how many "hacks" are simply smart people squaring off with shoddy GM's.
On the topic of legal action: If you have proof of ownership you can successfully take a software company to court for refusing you access to the game without justification (and in one case for refusing to restore a hacked account but I don't think that one was in North America). It's been done before (trespass against chattels is the piece of legislation in the U.S. that makes it possible) much to the dismay of many companies who are now pushing for firm legislation in regards to their rights & responsibilities in "virtual worlds".
Not saying it's is a good idea for the OP to pursue this, because he seems to be leaving a lot of information out, but if one has the necessary information + a willing lawyer + the monetary means to go for it then it's actually quite possible to win. You have to remember, regardless of what a ToU or EULA says, they're only biding where they don't conflict with state/federal/provincial/whatever legislation.
Just sayin'....
This was shortly after the mass hack event of recent months. Perhaps some GM's are more particular than others, but that instance in particular made me cringe a bit inside. I often wonder how many "hacks" are simply smart people squaring off with shoddy GM's.
On the topic of legal action: If you have proof of ownership you can successfully take a software company to court for refusing you access to the game without justification (and in one case for refusing to restore a hacked account but I don't think that one was in North America). It's been done before (trespass against chattels is the piece of legislation in the U.S. that makes it possible) much to the dismay of many companies who are now pushing for firm legislation in regards to their rights & responsibilities in "virtual worlds".
Not saying it's is a good idea for the OP to pursue this, because he seems to be leaving a lot of information out, but if one has the necessary information + a willing lawyer + the monetary means to go for it then it's actually quite possible to win. You have to remember, regardless of what a ToU or EULA says, they're only biding where they don't conflict with state/federal/provincial/whatever legislation.
Just sayin'....
Darcy
I know some people who when registering games, give false name, address and birth date. Why I have no idea, but in cases like this it makes it difficult to retrieve a blocked account.
SpyderArachnid
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Originally Posted by obastable
On the topic of legal action: If you have proof of ownership you can successfully take a software company to court for refusing you access to the game without justification (and in one case for refusing to restore a hacked account but I don't think that one was in North America). It's been done before (trespass against chattels is the piece of legislation in the U.S. that makes it possible) much to the dismay of many companies who are now pushing for firm legislation in regards to their rights & responsibilities in "virtual worlds".
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As well, with the account in someone else's name, they won't win the case. Anyone could of gotten ahold of the keys to the account and started using it. Just saying they used their credit card on the account doesn't mean it is their account. I've used a friend's credit card on my account, and that doesn't instantly mean it is their account.
So taking this to court, would be pointless as you would never win. It would be a waste of money and end up costing you more than you put into the effort.
Perpetua Gale
There is soo much bad info offered to you from many who have no idea what to do here.
I have a couple accounts and one of them was banned by anet.... I felt that it was wrongly banned and after contacting Anet to resolve the issue their refusal to listen forced me to escalate matters.
I contacted the Better Business Bureau of Austin Texas. This is where NCSoft has their headquarters based in the USA. http://austin.bbb.org/
Go to the website, there is an online form that you can fill out explaining your situation, the BBB will contact NCSOft and request a response. They have limited time to address the situation. Failure of Ncsoft to comply results in a decreased rating for business worthiness and reference.
The BBB can NOT force any company to do something. They do help resolve issues and give grades to companies to warn the public.
The BBB was able to resolve my situation as well.... while I didn't get the account unbanned I did get a cash refund for it.
Good luck in resolving your issue.... disregard everything else left here by the random clueless... go directly to the BBB of Austin http://austin.bbb.org/
file the complaint and meet the follow up deadlines to respond.
I have a couple accounts and one of them was banned by anet.... I felt that it was wrongly banned and after contacting Anet to resolve the issue their refusal to listen forced me to escalate matters.
I contacted the Better Business Bureau of Austin Texas. This is where NCSoft has their headquarters based in the USA. http://austin.bbb.org/
Go to the website, there is an online form that you can fill out explaining your situation, the BBB will contact NCSOft and request a response. They have limited time to address the situation. Failure of Ncsoft to comply results in a decreased rating for business worthiness and reference.
The BBB can NOT force any company to do something. They do help resolve issues and give grades to companies to warn the public.
The BBB was able to resolve my situation as well.... while I didn't get the account unbanned I did get a cash refund for it.
Good luck in resolving your issue.... disregard everything else left here by the random clueless... go directly to the BBB of Austin http://austin.bbb.org/
file the complaint and meet the follow up deadlines to respond.
Phaern Majes
Lawl @ contact the BBB. Does anyone even look at that shit when buying video games? Seriously don't people have better things to do than be "watchdogs"
Seriously ignore that comment. Do what everyone else said. Provide the keys and order numbers. If you bought the game as a box set at the store include the UPC numbers.
If you bought the account from someone else, other than NCSoft or a retailer, meaning a friend or coworker or just off an auction site, than you are pretty much screwed. Buying an account from a third party is against the EULA, and the person who sold it to you can claim you hacked the account and have it taken back at any time.
Seriously ignore that comment. Do what everyone else said. Provide the keys and order numbers. If you bought the game as a box set at the store include the UPC numbers.
If you bought the account from someone else, other than NCSoft or a retailer, meaning a friend or coworker or just off an auction site, than you are pretty much screwed. Buying an account from a third party is against the EULA, and the person who sold it to you can claim you hacked the account and have it taken back at any time.
ErrantVenture
Do you still have any of the cd keys? just send support on of the cd keys and you're golden =\ That's why you con't ever throw away cd keys =\
Perpetua Gale
Well my issue was resolved...the BBB acted as liason and was able to settle the issue resulting in a full refund for me.
The BBB went directly to the HEAD manager overseeing the closure of accounts.
The BBB went directly to the HEAD manager overseeing the closure of accounts.
Verene
The BBB does absolutely nothing except go "Hi, we have a complaint". That is all. They have zero power whatsoever.
(and most of the complaints are grounded in absolutely nothing, too)
Anyway, you need to show proof that you own the account. Access keys are the most common way of doing so. But if your name isn't on the account (and why wouldn't it have your name? Registering it under a fake name is just dumb, and the only other reason it'd have another name is against the TOS), then you're going to have a hard time doing anything.
(and most of the complaints are grounded in absolutely nothing, too)
Anyway, you need to show proof that you own the account. Access keys are the most common way of doing so. But if your name isn't on the account (and why wouldn't it have your name? Registering it under a fake name is just dumb, and the only other reason it'd have another name is against the TOS), then you're going to have a hard time doing anything.
Killed u man
A friend of mine recently worked for NCSoft (Support department I think), and he left after a few days because the working conditions are shit.
Not going to go into it too much, the interesting part is that the entire NCSoft Support structure is getting more and more based on: "Trying to get more and more people to buy GW2 and even rebuy GW1".
I've already heard before, and experienced myself, that NCSoft employees get encouraged to ban people, because that means those people, a good percentage of the time, will have to rebuy GW for the HoM.
He also told me how the entire HoM story is a scam, but that's something anyone could figure out for himself. NCSoft don't give a shit about GW players, and while most NCSoft employees don't have much choice in the matter, they do get encouraged from higher-up to try and ban as much people as possible, because the closer GW2 comes, the faster people will be eager to rebuy GW to refill their HoM's.
It's a sad truth, but I have no illusions that this doesn't happen in other companies aswell. (Profit > All)
The only reason I really care is because I fell victim of this practice aswell, as did many other of my friends.
As for the BBB: The BBB is a corrupt system which point system hasn't got anything to do with how good the company is, but rather how much money the company is willing to spend to get good grades.
I contacted them myself, and they did try to help me, but NCSoft litteraly owned their ass. They actually send an offensive email back to both me and the BBB employee, and there's nothing they could do. The employee assisting me actually personally aplogized for the way this got handled, and the below-all-level behaviour of the NCSoft employee assisting us.
He actually did offer me the option (though this was more of an automated mail) to take actual legal actions, but alone, there's nothing you can do against these malicious practices NCSoft is performing.
Welcome to corporatism...
Not going to go into it too much, the interesting part is that the entire NCSoft Support structure is getting more and more based on: "Trying to get more and more people to buy GW2 and even rebuy GW1".
I've already heard before, and experienced myself, that NCSoft employees get encouraged to ban people, because that means those people, a good percentage of the time, will have to rebuy GW for the HoM.
He also told me how the entire HoM story is a scam, but that's something anyone could figure out for himself. NCSoft don't give a shit about GW players, and while most NCSoft employees don't have much choice in the matter, they do get encouraged from higher-up to try and ban as much people as possible, because the closer GW2 comes, the faster people will be eager to rebuy GW to refill their HoM's.
It's a sad truth, but I have no illusions that this doesn't happen in other companies aswell. (Profit > All)
The only reason I really care is because I fell victim of this practice aswell, as did many other of my friends.
As for the BBB: The BBB is a corrupt system which point system hasn't got anything to do with how good the company is, but rather how much money the company is willing to spend to get good grades.
I contacted them myself, and they did try to help me, but NCSoft litteraly owned their ass. They actually send an offensive email back to both me and the BBB employee, and there's nothing they could do. The employee assisting me actually personally aplogized for the way this got handled, and the below-all-level behaviour of the NCSoft employee assisting us.
He actually did offer me the option (though this was more of an automated mail) to take actual legal actions, but alone, there's nothing you can do against these malicious practices NCSoft is performing.
Welcome to corporatism...
Fay Vert
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Originally Posted by Darcy
I know some people who when registering games, give false name, address and birth date. Why I have no idea, but in cases like this it makes it difficult to retrieve a blocked account.
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Agar
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Originally Posted by Killed u man
I've already heard before, and experienced myself, that NCSoft employees get encouraged to ban people, because that means those people, a good percentage of the time, will have to rebuy GW for the HoM.
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Fillyra
Sometimes you just get the wrong people in support. It seems to happen to me often when dealing with support departments, sometimes the best idea is to step back, take a moment, and then try contacting them again.
Ironically the best support I ever got was from Microsoft from a call center they had in India.
Ironically the best support I ever got was from Microsoft from a call center they had in India.
Killed u man
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Originally Posted by Agar
You know that NCSoft has nothing to do with bans in Guild Wars right? Thats all ArenaNet.
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Contacting support only prooves these statements which some people claim to be bullshit. I've had people supporting me who didn't even have a clue what GW was. I litterealy had a guy from NCSoft's Guild Wars support section who had no clue what PvP was. (I asked him some questions about Heroes Ascent, regarding the service of selling fame) Not only did he not anwser my initial question, he didn't even bother to redirect me to another employee. I think I still have the mail saves where he explicitly states: "I don't know" and that's it.
Missing HB
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Originally Posted by Killed u man
I've had people supporting me who didn't even have a clue what GW was. I litterealy had a guy from NCSoft's Guild Wars support section who had no clue what PvP was. (I asked him some questions about Heroes Ascent, regarding the service of selling fame) Not only did he not anwser my initial question, he didn't even bother to redirect me to another employee. I think I still have the mail saves where he explicitly states: "I don't know" and that's it.
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Ka Tet
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Originally Posted by Phaern Majes
Lawl @ contact the BBB. Does anyone even look at that shit when buying video games?
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Would you invest money with a company that creates enemies out of its clientele and is unable to generate resolutions to keep its customer base happy?
Iuris
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Originally Posted by Ka Tet
Intelligent stockholders and potential investors do.
Would you invest money with a company that creates enemies out of its clientele and is unable to generate resolutions to keep its customer base happy? |
Mind you, I'm not happy with Anet not providing the reasons for banning. "Operational security" can only go so far.
Ka Tet
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Originally Posted by Iuris
However, the bans happen not only for a reason, but also for a purpose. The same investors and stockholders will also have to realize that the actions of those who are banned are displeasing the rest of the customers. In the end, I'd expect them to make an inquiry, and get a response.
Mind you, I'm not happy with Anet not providing the reasons for banning. "Operational security" can only go so far. |
Kula
Speaking of rebuying GW and open wallets, lol, Cyber Monday is here and you can get the GW Trilogy at Bestbuy.com for $14.99. I just thought to myself, "wow, something that I spent over $180 for has gone down in value by that much over the years?"
Iuris
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Originally Posted by Ka Tet
Potential investors want happy people with open wallets, not disgruntled former customers who instead of spending money are busy grinding axes. The only way they would be interested in behavior modification, conducted by techies and ju-co drop-outs, is if that suddenly became profitable in more than random single instances.
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eeks
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Originally Posted by ErrantVenture
Do you still have any of the cd keys? just send support on of the cd keys and you're golden =\ That's why you con't ever throw away cd keys =\
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Anyway, good luck OP. Annoying situation, I'd imagine... Though I'm not sure how far a court case would go.
FengShuiDove
Quote:
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Originally Posted by Kula
Speaking of rebuying GW and open wallets, lol, Cyber Monday is here and you can get the GW Trilogy at Bestbuy.com for $14.99. I just thought to myself, "wow, something that I spent over $180 for has gone down in value by that much over the years?"
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Also, side question, if an account is blocked/locked/banned, does its HoM get deleted/blocked as well?
SpyderArachnid
Quote:
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Originally Posted by FengShuiDove
Also, side question, if an account is blocked/locked/banned, does its HoM get deleted/blocked as well?
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I believe they stated somewhere that if your account is banned, you won't be able to link it to GW2, thus won't receive any rewards for that account.
On a side note, why is this thread not closed yet like the rest of the "I got banned" threads?
Mordiego
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Originally Posted by Jamion
... and even if my name (...) is not the one registered on the account...
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Case closed. Thread closed.
Jamion
This isn't a ban, it a block. I was of no offense to the Term of Service or EULA. They claim someone was hacking my account. The account should be registered in my name. I bought it and registered it myself over 5 years ago. It seems that I am also not the only one who is going through this as others on this thread have mentioned this seems to be an ever growing problem with NCSoft. One that needs to be addressed by the GW community. I have presented proof of ownership, and although they have accepted it they claim that my name is off and won't release the account. I have validated with them account details.
One of my big concerns is why my name ISN'T on the account when I registered it. People pointed out some concerns. This has happened to some people I know in RL too, they are getting the same feedback from NCSoft. That they are not the holder of the account. Now I want to think the best of them, but something else is going on here.
One of my big concerns is why my name ISN'T on the account when I registered it. People pointed out some concerns. This has happened to some people I know in RL too, they are getting the same feedback from NCSoft. That they are not the holder of the account. Now I want to think the best of them, but something else is going on here.
Iuris
Has it occured to anyone here that NC/Anet are probably having another conversation with someone else, who also claims he owns the account, and that it certainly looks weird if the player has no visible connection to the account?
I'd advise to stop thinking in terms right/wrong/legal/illegal/BBB and instead start thinking of evidence.
Things I'd try:
-have you made any purchases in the store? They have to get your real life data for that, and you could prove it by showing you are that person
-screenshots: if you have any, you could show you possess them (especially old ones, since the other holder could have made some)
-show that you have access to the email that is the account name
-any people that have been in your guild for a long time and know you? Mind you, online witnesses are a dime a dozen...
I'd advise to stop thinking in terms right/wrong/legal/illegal/BBB and instead start thinking of evidence.
Things I'd try:
-have you made any purchases in the store? They have to get your real life data for that, and you could prove it by showing you are that person
-screenshots: if you have any, you could show you possess them (especially old ones, since the other holder could have made some)
-show that you have access to the email that is the account name
-any people that have been in your guild for a long time and know you? Mind you, online witnesses are a dime a dozen...
Whiplashr
Quote:
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Originally Posted by Kula
Speaking of rebuying GW and open wallets, lol, Cyber Monday is here and you can get the GW Trilogy at Bestbuy.com for $14.99. I just thought to myself, "wow, something that I spent over $180 for has gone down in value by that much over the years?"
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The board was like $250. I ended up pawning a BC Rich Guitar and nice effects processor (this stuff was probably worth about $600-$700 total at the time) so I could turn around and buy the 486 board.
Worst exchange of assets ever. That board is literally garbage now. Not even worth scrap. But that guitar is probably still as valuable as it was then.
RedDog91
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Originally Posted by Iuris
Has it occured to anyone here that NC/Anet are probably having another conversation with someone else, who also claims he owns the account, and that it certainly looks weird if the player has no visible connection to the account?
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Iuris
Quote:
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Originally Posted by RedDog91
My post on page one...
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Laraja
Quote:
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Originally Posted by Killed u man
A friend of mine recently worked for NCSoft (Support department I think), and he left after a few days because the working conditions are shit.
Not going to go into it too much, the interesting part is that the intire NCSoft Support structure is getting more and more based on: "Trying to get more and more people to buy GW2 and even rebuy GW1". I've already heard before, and experienced myself, that NCSoft employees get encouraged to ban people, because that means those people, a good percentage of the time, will have to rebuy GW for the HoM. He also told me how the intire HoM story is a scam, but that's something anyone could figure out for himself. NCSoft don't give a shit about GW players, and while most NCSoft employees don't have much choice in the matter, they do get encouraged from higher-up to try and ban as much people as possible, because the closer GW2 comes, the faster people will be eagered to rebuy GW to refill their HoM's. It's a sad truth, but I have no illusions that this doesn't happen in other companies aswell. (Profit > All) <snip>... |
Employees may talk, have their own ideas, your friend... well we know nothing about him or you. I've worked in support as well as a UNIX crash specialist, and it takes a certain personality to be able to handle complaints in a professional manner. I suspect the issue was more with your friend than NCsoft.
I personally have dealt with NCsoft support and found them quite reasonable. My son could not remember the password on his account, since he's a minor the information on the account including the credit card number was mine. They did a very professional, thorough job of verifying who I was. I even had to provide the information on an expired credit card number that I no longer had and got it easily with a simple call to the credit card company. After about a week and a half of gathering the information they needed, we were able to retrieve the account. There was no shouting, no silly legal action crap, nothing. Just very professional and matter of fact.
Whenever anyone gets their account hacked I'm immediately suspicious. Either they gave their information to a 'trusted' friend, or were sloppy/lax with their system security/passwords and/or downloaded something they shouldn't have.
Sorry. Just don't believe you.
P.S. Use the random Star Wars name generator for passwords and enter random crap that has nothing to do with you. Replace a letter or two with numbers and wah-lah! You've got a nearly unhackable password.
Ka Tet
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Originally Posted by Laraja
I don't believe a single solitary word because it makes zero sense. Having working as a UNIX engineer for many years, no corporation would do anything here that you described.
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Angel Killuminati
Have you even shown AreaNet any original Cd keys via photograph or scans etc? If you show valid proof of ownership of both accounts, they can only take notice.