Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accounts were blocked due to security purposes, CS refuse to work with me , Not allowing any room of error. I have been playing this games for more than 11 years and suddenly all my accounts were banned without a valid explanation and just a bunch of copy and paste like others has experience. Ask to escalated the matter to a supervisor but email were just ignore, It just really stressfull when you have spending years on something for non-monetary gain and solely for looking to some connection to the world then suddenly they took it away. There were accounts that were unbanned after live streaming their duplicated items and it was very confusing , It was very strange after the discussion i make with people in game and all of sudden my account was banned for secruity purposes.

  Business Response

  Date: 04/15/2024

  Hello,
  
  Thank you for contacting us regarding your ArenaNet account. After further review, we have confirmed our initial findings that your account was found participating in, or directly associated to, high risk or malicious behavior in violation of our Rules of Service. The decision to close this account is final. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21542254
  
  I am rejecting this response because: These warning can be ****** up by using vpn and generate automatically. 

  I am herewith a bunch of discord conversation with a hacker ( at the time I didn't know he was a hacker until ***** post from reddit make me start suspecting) attached.
  A letter regarding my accounts with anet were all banned due to a bunch of recent events, where I got misleaded by *******/Hacker.
  
  In Mid Nov I share the account ******************* to a member from guild WvW that  named himself "MAW" (Together we are unbreakable)[WvW]
  At the time i didnt know he was scammer/hacker so i lend him an alt account to play with our guild for cross region content, As WvW timezone population are heavily imbalanced especially in SEA and ** time.
  
  PLEASE SEE ATTACHMENT 0-27  (Discord private conversation between me and maw)
  
  The alt account was rarely used, which lead to emails are not reviewed for months, 99% of the time I am on my Main account.
  It is my responsibility to protect myself, initially I shared the in game account which password was different from its email (and all my other password is different) and though it would be safe enough until it was too late.
  On the 27th of Nov , I have sent an email to ask from my alt to get a revert on server change but it has been turn down because the world is Full at the time then "MAW" transfer my alt to the link server instead.
  
  12th Dec My alt was banned (refer to discord screencap),  I should never trusted "MAW" as he claimed it was an VPN secruity block and he has never experienced such manner and it was only a 3 day suspension so I didn't dig into it,
  therefore i do not know the exact reason why the account was suspend , I also pass on the alt email password to "MAW" after my alt been block  and told him to handle it himself  with customer support . which lead to another huge mistake with totally lack of attention to details.
  
  I was expected to lose the account after discover the post on reddit (******************************************************************************************************) ,
  
  where orlun talk about toker account and at the time i had no clue what was going on , so i start dig into it out of my personal interest. It turns out "MAW" is the person they are accusing and i immediately ask "MAW" on discord about the incident
  (Please see attachement).
  
  WHY DO I TRUST HIM AT FIRST
  
  I am playing the game with an open attitude and assume people were nice all around , especially if he was part of the guild, ( I did not invite him into the guild) and I meet him in the guild. 
  "Maw" happen to show me on discord stream , a video of him playing on an account full of gizmo with his name "Mawhealth.xxxx" on it, which i has no idea it was a stolen account and wrongfully believe it was his,
  "Maw" told me it was an ** account and I dont really know much about it. Therefore i DO NOT know "MAW" is a flagged hot potato from anet since he social engineer toker account (from reddit post) and which could potentially create a dieaster for myself.
  
  After about 20 days the alt account has been blocked again, I just send the account detail via my main email ***************** / my personal email since 2008, Which "MAW" has never has access to and I did not know I have to use the gaming account email to contact support
  to lift the suspension to avoid confusion as long as i got the right account details, as i assume it might just be an VPN security issue and it has happen to a lot of Taiwanese player in the previous years.
  
  "Maw" claim that because he used the word "******" and got my alt banned on the 12th Dec and i wrongfully believe him AGAIN. I was naive that I couldnt tell he was lying to me and attempted to ask me to help him make an appeal 
  as i havnt really though about it deeply.
  
  I didnt get banned at the same time as my alt did, So Im again not sure if it was an VPN caught by system or it was something way way more seriours. 
  
  However 2 months later my main is banned after I tried to log in to gw2 website to send ticket asking about some pve legendary erase item and then proceed of banned without any notice. I haven't read about the email from my alt prior my main was suspended. 
  and it was this time im in deep trouble and hope anet can overlook my problem and solve this with me.
  
  During August 2020, I have contact support to talk about connectivities issue, followed their instruction but sadly no improvement on connection and constantly hit up to 4k ping in 2020, so i then start using MUDFISH VPN in order to get a lower and steadier ping ever since.
  
  ------------------------------------------------------------------------------------------------------------------
  
  A little extra to proof im not "MAW"  
  
  1. I go by the name bcky in game for many years (since launch), which is my full name initials ***************** *********** (will send ID if needed). According to the ****** post, *** post his own ******* channel with a video playin on my alt account to show support his own ping issue,
  
  however I hav not experience major lag or Disconnection after using Mudfish vpn.
  
  2. The ******* channel Maw used is - ******************************************* (The same one he has provided in one of the support ticket) If you look carefully the keybind of the toon is different from my usual control, i dont change any key from 7-0 on the ********* skills and i played with free camera
  
  
  Me playin with ********* including "MAW" the 3rd voice in this video - **************************** , He able to post this unlisted video in OP discord in order to capped by devo , because i Shared it in WvW discord privately before "MAW" did.
  
  3. Myself also doesnt play Berzerker , im a few trick pony that only play a few class and here are some unlisted video from my own channel that i usually just share within OP and WvW communities - ******************************************* /
  Scrapperrrrrr (*******.com) / WvW vs GD (*******.com) 
  
  Im here in hope that **** can investigate throughly and give me a chance to play the game again for the mistake I have made.
  
  Thank you for reading
  
  

  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of 4 days I purchased digital goods with this company, my account was then locked out over false accusations and the company will not refund for goods I didnt and dont get to enjoy, yet Ive paid for them. This is a scam.Purchased Via Steam:Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: *******************

  Business Response

  Date: 01/25/2024

  Hello,
  
  Thank you for reaching out regarding your recent Support Tickets - ******* and 9140845.
  
  As we previously informed you on January 24, ****, any purchases made via the Steam platform need to be addressed by Steam Support as they are the entity that processed your purchases. 
  
  As for your account being blocked, we found evidence that you participated in actions that violated our User Rules - namely, being involved in the transfer of a large sum of gold using the in-game mail function, which violates our rules against association with Real Money Traders. When asked for additional information about the transaction, you refused to cooperate. With this being the case, the account will remain closed pending any further information from you. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21193641
  
  I am rejecting this response because:
  
  Funds were transferred from my steam wallet to your company for access to content, days after receiving those funds you wrongfully terminated my access to purchased content with zero evidence your TOS was breached. Unless access to content is restored or evidence is provided that a contract was breached funds need to be refunded by your company back to my steam wallet, where I can transfer the funds back to my account.
  
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 01/26/2024

  Vendor corrected the situation. Please close out this complaint.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False Deletion of account, Ticket numbers: ****** and *******, both were ignored and i had no help. I Shared my alt account with a friend i think he got banned it somehow got my main banned i want this looked into further

  Business Response

  Date: 01/08/2024

  Hello,
  
  As we previously advised you in the Support Tickets submitted, we have reviewed your accounts and found them participating in, or directly associated to, high risk or malicious behavior. When others are given access to your accounts, you are still responsible for any actions taken on those accounts. Due to these actions. these accounts have been closed and are ineligible to be reopened for any reason, under any circumstances. 
  
  The decision to close these accounts are final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response.
  
  Regards,

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Market their product as 'Complete Collection' but it's incomplete and requires several other purchases for additional DLC. If you use their fictional currency, 'gems', to purchase the missing titles you automatically forfeit your ability to refund the product.

  Business Response

  Date: 01/02/2024

  Hello *******,
  
  Thank you for contacting us about your recent Elder Dragon Saga - Ulitimate Edition purchase. As our Support Team advised you on 12/19/23 in Ticket #*******, the Elder Dragon Saga - Ultimate Edition does not include the Living World Seasons, and they must be purchased separately. In order to receive the Living World Seasons, you would have had to purchase the ***** Dragon Saga - Complete Collection.
  
  If you have any additional questions, feel free to reach out to our Support Team. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21028802
  
  I am rejecting this response because:

  The purchase was already made because of these marketing practices, and the ** team refused a refund 1 day after purchase because a fictional currency, gems, that they created themselves was used to purchase 1 of the missing expansions.

  Not issuing a refund based on the use of a fictional currency to buy 1 of 4 expansions to make it a true "Complete Collection" is not acceptable business practice.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  Hello *******,
  
  Thank you for your response about your Elder Dragon Saga - Ulitimate Edition purchase. 
  
  Our Support Team has already addressed your refund request in Ticket #******* on 1/4/24. As we informed you, $99.99 has been credited back to the payment method used and you should see this credit in your account in 3-5 business days.
  
  If you have any additional questions, feel free to reach out to our Support Team. 

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently recovered my account from the company, I lost access to my email. They were very helpful and walked me through the process of getting my account back, after providing all the necessary information they had enough proof it was me. I then decided to hop on the game, chat to friends, I try to login 5 days later and i have the error 'After researching the provided information, we will not be able to assist you with accessing this account. Any further replies or messages in regards to this account may be closed without a response.' I am unaware of anything I have done wrong, I'm not here trying to get a refund or money back just my account back, i've been playing the game for 10+ years and that account for 7 years, i have good friends there which i cannot contact outside the game. I mostly quit the game and only came back for a bit because i wanted to make sure my account was all good and see how everyone has been but the fact i have been instantly banned without reason. I feel this is unjust.Keep in mind i was not banned, my account was locked for "security reasons" I am not sure if this was a mistake but I cannot get a hold of the Arenanet support for me to clarify any issues

  Business Response

  Date: 10/27/2023

  Thank you for contacting ArenaNet Customer Support through the **********************. I have reviewed your support ticket #*******.
  
  After review, it has been determined that this account has been closed due to an account dispute.
  
  This has occurred due to multiple persons contacting the support team and being able to provide the necessary account verification information to claim access to the account. Once an account has entered this stage, the account is no longer supportable because the account can no longer be secured. In short, the integrity of the account and its login information has been compromised beyond recovery.
  
  Please note that this issue has been reviewed by multiple agents, including supervisors, and due to the depth of analysis prior to the account termination, no additional reviews or appeals will be considered.

  Customer Answer

  Date: 10/27/2023

  So basically the reason i have lost my account is because YOU'RE customer support cannot difference who owns an account, even though you have my hardware ID, have my ip adress, have my phone number, i am willing to give out my ID AND im an ex e-sports player, i feel this is enough. I have literally stood on stage and played gw2 at your conventions

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted several tickets to the company, just wanted to get back my account. The most recently ticket number is #*******. They didn't even reply to it and close it immediately and merged my ticket to my previous ticket. I provided infomation as much as possible to get back my account, but they replied with just 'After researching the provided information, we will not be able to assist you with accessing this account. Any further replies or messages in regards to this account may be closed without a response.' They didn't explain anything and kept closing my ticket. I don't know why they denied and sent me automated messages like this without any explanation. I had spent many dollars in this game, I can't even get back my account. It's just like a joke.

  Business Response

  Date: 08/31/2023

  Hello,
  
  Thank you for contacting ArenaNet Customer Support through the **********************. I have reviewed your support tickets (both ******* and *******) and would like to provide clarification on the decision we've made regarding your account.
  
  After conducting a thorough review, we have determined that multiple persons contacting the support team were able to provide the necessary account verification information to claim access to the account. Once an account has entered this stage, the account is no longer supportable because the account can no longer be secured. In short, the integrity of the account and its login information has been compromised beyond recovery.
  
  In addition, we found that the account changed hands either via being sold, or transferred, to another player on 1/18/2022. The sale, or transfer, of this account is a direct violation of our User Agreement, which you can review here: *********************************************************************;  
  
  Due to the depth of analysis prior to the account termination, no additional reviews or appeals will be considered.
  
  Regards,
  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20547217
  
  I am rejecting this response because:
  I have invested mich time and money to your game, I sent tickets from different mails with vey detailed information, who would sell my account to others? Yes, my mail and gw2 account had been compromised, but I can't accept ypur decision, please think twice, you rather could lose a faithful player?
  Sincerely,
  
  *************

  Customer Answer

  Date: 09/01/2023

  I want Arena net delete my personal information and delete the account, I don't want them hold my account or my personal information. This kind of company doesn't deserve this. They'd better at least refund PoF and EoD I bought years ago. The related PayPal transaction number is in the attachment.

  Business Response

  Date: 09/07/2023

  Hello Ning,

  Thank you for your reply.

  If you would like to remove your personal data, or request a refund for any eligible purchases, please reach out to our Customer Support Team and they will be able to assist you.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They banned my account from contacting them and also requesting for them to delete it they always ignore me and when I post pictures about that they ignore it and delete it they lack support makes me feel sad that 90 dollars spent on their game to fix stuff that they refused to do just keep asking for videos I have them 10 plus screenshots of the hacking web site they don't stop that but when a enemy does speed hack it's allowed and I want a refund from July to April 2023

  Business Response

  Date: 07/31/2023

  Hello *****,
  
  Thank you for contacting ArenaNet Customer Support through the **********************. We have reviewed your previous support tickets and would like to apologize for any inconvenience this may have caused.
  
  Having conducted our review, we would like to gather more information on the claims you've made in this report. At this time, there is no ban on any of the accounts we have been able to locate, nor is there any block on your ability to contact our Support Team for assistance. 
  
  Regarding your reports of other players Speedhacking in-game, we would ask that you please provide video of these incidents so our team can investigate further. Without video evidence, or witnessing it live, it can be difficult for our team to verify any claims made. You may provide this information in a ticket, or reply to the currently open ticket in our system (*******). In addition, when our team requests specific information from our players, it is for very specific reasons like - security, account verification, supporting evidence, etc. 
  
  Our team looks forward to hearing from you and resolving any issues we're able to assist you with.
  
  Kind regards,
  
  

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/31/2023

  I have been banned bullied and targeted for the last time i was there the people was using hacks and mods and then they was using bot accounts but hen i reported all that c*** nothing happen to those modders and bots so yeah i am requesting for a complete refund for the banned unfair and others i do not want to return back to guild wars 2 no more or play anything arenanet things i will tell promise people will know the truth about how they deny everything and allow speed hackers,modders,bots,cheaters

  Customer Answer

  Date: 07/31/2023

  I am so tired of how people and there employees treated me for reporting all everything gets no were and they refuse to knowledge things and yet i need to get help it takes them about 3 days to a week for them to respond to anything if its like in the same instants they sometimes block your messages and refused to help and try to complain about the things happening with in the game or stuff all the time stuff will get sweep under the rug/ deleted and ignored my messages have been removed and the staff do not ask a follow up questions they jsut throw everything away and treat it as not imporant or just block this person for being wrong

  Customer Answer

  Date: 07/31/2023

  They sent Auto response messasges telling you that they are finish with the talking directly to you i also get no responds bad response they use automated message tor responding to most of the emails and stuff there is no way to directly contacting them they end up closing any messages that is still on topic then they have automated messages saying that the issue has been resolved  or forced closing messages 

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello there,I want to escalate this issue to a senior GM.My account is banned for no reason today. I would like you to investigate the issue and unban my account. I have been playing Guild Wars 2 for 10 years. Please help me for this issue!My account id was *************. How come should I be a malicious person affecting the environment negatively? I want to raise this issue to a senior GM. You banned all of my accounts including two ten-year ones who paid all of expansions and contributed to the community well in terms of teaching and items almost everyday.Thank you in advance!

  Business Response

  Date: 04/25/2023

  Hello Meric,
  
  Thank you for contacting ArenaNet Customer Support through the **********************. I have reviewed your support ticket #*******.
  
  After review, I can only reiterate what was communicated to you by our support team on 4/20/23:
  
  "We have reviewed this account and found it participating in, or directly associated to, high risk or malicious behavior. In an effort to maintain a safe and fun environment for all of our players, this account has been closed and is ineligible to be reopened for any reason, under any circumstance.
  
  The decision to close this account is final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response."
  
  Please note that this issue has been reviewed by multiple agents, including supervisors.
  
  Kind regards,
  ArenaNet Customer Advocate

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19977103
  
  I am rejecting this response because:
  
  They did not even explain why they banned my account. They are constantly replying the same answer via personal mails and comments here. As a 10-year-old dedicated player, I think that I deserve a clear explanation at least and I will let them do what they want as a poor gaming studio.
  
  Sincerely,
  
  Meri Uzyn

  Business Response

  Date: 05/03/2023

  Hello Meric,
  
  Thank you for contacting ArenaNet Customer Support through the **********************. I have reviewed your support ticket #*******.
  
  We have thoroughly reviewed your request for an appeal and have confirmed our original findings. Your account was found participating, or directly associated to, high risk or malicious behavior, and was closed. We will not elaborate further on the evidence used to make this decision as we do not share our investigative methods. The decision to close this account is final. 
  
  Please note that this issue has been reviewed by multiple agents, including supervisors.
  
  Kind regards,

• Initial Complaint

  Date:01/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have guild wars 2 from arenanet. Been years since i played, 4.6 to 5 years ago. I no longer have the cell phone that i had when i played the game. My only problem is i had a 2FA on my account, which i couldn't log into my account to ask for help or change anything. Everything arenanet site wanted me to do i couldn't even log in to do. So i emailed for help and they asked me from alot of info. I gave them what i had, name, account, pw, players on friends list, clan members, billing address, character name, account id-tag, multiple lvl 80 characters, have the heart of thorns and path of fire expansions, literally only thing i didn't have for them was the game id from initial purchase and phone used in the 2FA. Let me see someone have the game ID on somthing they purchased like a decade ago. Literally 10 years or something. I played guild wars 2 in serveral different years. How on earth is that not enough informantion? I mean do they have someone else trying to email them about getting my account? yeah i don't think so. Their policies protect them from doing their job. If i had the remaining info they requested, it would stand to reason that they would be left without a job. As in no support help would be needed. Basically having customers do their jobs for them. I've got hundreds of dollars tied up in the game over the years, not to mention the heavy price of the game and expansions they charged, then made item mall game from when it first came out to keep making money. They must have gotten rich of players cause they sure don't believe in helping anyone keep a account. If they are under the impression i'll start a new account and spend money they are dead wrong. I'll go play a different mmo with friends like world of warcraft. Must take an act of congress for a person to ask for arenanet to remove a 2FA from an account like mine where i provided over 10 different types of info to identify me as the owner of the account.

  Business Response

  Date: 01/04/2023

  Hello,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******.
  
  After review, it appears that our team was able to assist you with your account issue on the 1/1/2023, after you provided additional information.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer Answer

  Date: 01/05/2023

   
  Hello, letting you know arenanet managed to resolved to issue, although the amount of time was unsatifactory. The over all resolution was satifactory. Thank you for the help. Kind regards,
   
     *********************
  

  
  

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having a problem with my account and my support tickets either do not get responded to, or I get an automated response that the request has been closed and that any responses to this ticket might not receive a customer support response. I tried to login to my account one day a couple months ago and it gave me a network error code, and I get the same error when I try and login through the guild wars website aswell. This problem happens across the website, the guild wars 2 launcher, and the original guild wars. I have been asked by support to provide my account information, which I do provide. Then they tell me I need to tell them my last known login date and location. I provide that aswell and then my ticket gets closed and no responses are given, If I open another ticket then the new ticket gets "merged" into the previous ticket request number and then THAT separate ticket will not get answered.I would like to get this problem solved, I have been trying to utilize the support option provided to me by the company but there is absolutely nothing being done, I am not the only one with this problem, a quick ****** search shows that there are hundreds of people with my same problem, account blocked with a ******************************************** and others get their accounts unblocked with ease. I have sent 5 support tickets in, EVERY SINGLE ONE I provide my cdkeys, address, order ids, etc. I dont know how much more thorough I can be with my account details. I have been a long time player since 2008 and its very disheartening when on of your favorite game companies doesn't give you( the customer) the same amount of respect or time that you give them

  Business Response

  Date: 12/14/2022

  Hello *******************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******.
  
  After review, I can only reiterate what was communicated to you by our support team on the 9/15:
  
  "We have reviewed this account and found it participating in, or directly associated to, high risk or malicious behaviour. In an effort to maintain a safe and fun environment for all of our players, this account has been closed and is ineligible to be reopened for any reason, under any circumstance.
  
  The decision to close this account is final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response."
  
  Please note that this issue has been reviewed by multiple agents, including supervisors.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18553605
  
  I am rejecting this response because: I have been told this but my account was hacked and I have been trying to regain access since the hack, I believe the same person that gained access to one of the admins accounts did the same thing to mine since I had a gold trim guild in the original guild wars and head read a reddit post about all the gold trims getting deleted. Since I believe this to be the case here, I had read that he is a European player, I do not understand why I am being denied customer support. I am willing to prove who I am through ID verification, even if I have to send in a picture of myself holding my ID with a piece of paper that is dated in pen/marker, I do not understand why my account is just allowed to be taken over by someone named "*****" and that I am not allowed to regain access to my rightful account when I have spent countless hours in-game on both Guild Wars 1 originally and then Guild Wars 2, not to mention all the Guild Wars 2 Gems I have purchased over the years leading up to the Heart of Thorns expansion release. Therefore I do not see what actual "high risk or malicious behavior" I impose on the game, and I do not understand why I should be punished, have to repurchase Guild Wars 1 to grind to get all my HoM rewards, have to rebuy Guild Wars 2(I was part of the open-beta testing) and grind all my characters back to level 80, just to be able to be able to enjoy the game in the last state I left it, all because of someone that targeted *************** leaders in Guild Wars 1.

  
  Sincerely,
  
  ***************************