• Report: #1087009

Complaint Review: NCSoft / Arenanet

  • Submitted: Tue, September 24, 2013
  • Updated: Tue, September 24, 2013

  • Reported By: Jeff H — Yantis Texas
NCSoft / Arenanet
6801 N Capital Of Texas Hwy Austin, Texas USA

NCSoft / Arenanet Fraudulently Terminated Account after verification Austin Texas

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Purchased their online game online through their store. Had an issue where someone was hacking access to it and had the associated email address changed. The "customer service/support" team changed the email (at the request of the hacker) TWO MORE times without verification of the credit card holder's credit card number and/or identifying information. I had to recover this account through the support team THREE times starting back on 7/23/13. Two months of ongoing correspondence, failures to respond to requests and info, and when I requested a permanent solution to the account problem from a senior staff member, their response was to terminate all access to the game account despite their system verifying I am the original purchaser based on my credit card and purchases made from another account made with the same credit card. Their response was that they could not verify the original account owner. I offered to let them disable the account in lieu of a refund and a repurchase of the game or just wipe the original account clean (despite hours of gameplay and effort put into the game). Upon closing the support ticket, I received this reply from them: The account is not eligible to be reinstated. All reviews have been made. No appeals will be accepted. This decision is final. Further inquiry regarding this account may result in the ticket being set to Closed without a response. --- So essentially they're going to ignore my requests to resolve this, the account remains terminated and I will not be issued any type of refund.


Response from Gaile, Support Liason:

Gaile Gray

ArenaNet Support Liaison


The account was given back to me, as it should have been.

No, it was given to you in error, an error that was explained and rectified some time ago. Through more than twenty five (25!) support responses across multiple tickets, and after a full response to a BBB complaint as well (and I just updated that an hour ago), we have tried to explain that although you purchased the account, you gave it to another individual who registered and played on it. The registrant is the account owner, no you. This is not your account and we will not give it to you; we will not give you a new serial code; we will not issue a refund for a year-old account.

In your most recent contact, you made rude and threatening comments — and not for the first time. You bought the account, gave it to someone, and are now attempting to reclaim it, as is he. That is not the way things work and due to the complex claims and counterclaims — all of which have some degree of merit but none of which is conclusive — the account has been terminated. This matter truly is closed.

When I offered a rebuttal to her slanderous accusations, my forum access was banned:

You are Banned

Your forum account was permanently banned for multiple and repeated violations of the Code of Conduct ( https://forum-en.guildwars2.com/forum/rules ) you agreed to abide by when creating this account. After careful review, it has been determined that this forum ban will not be lifted. You can still read the forums by not logging in, but you will no longer be able to post on the forums

A ban on the forums reqiuires multiple infractions, points that indicate severely strict rules were violated. I had two warnings, no points added, then a complate ban. Arenanet employees are trying to silence me and prevent me from questioning what they're doing in a public forum while they are free to slander my name freely.

This report was posted on Ripoff Report on 09/24/2013 02:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/NCSoft-Arenanet/Austin-Texas-78731/NCSoft-Arenanet-Fraudulently-Terminated-Account-after-verification-Austin-Texas-1087009. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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