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:07/04/2025

  Type:Product 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 am filing a complaint against ArenaNet, LLC for failing to provide a paid-for product and for unfair business practices.On July 27, 2021, I pre-ordered the "End of Dragons" ***. On October 23, 2021, ArenaNet permanently terminated my account, months before the *** was even released. They took my money for a product and then made it impossible for me to ever use it. The reason given was "account sharing," which I ******* attempts to resolve this have been met with a lack of due process:1. Failure to Provide Paid Product: My requests for a refund for this inaccessible, pre-ordered product have been ignored.2. Lack of Transparency: ArenaNet claims to have "overwhelming evidence" of a rule violation but refuses to provide any specific details, making a fair defense impossible.3. Disregard of My Evidence: I offered to provide substantial counter-evidence, including live stream records and testimonies from over 10 witnesses. This offer was completely ignored.4. Flawed Investigation: Their process seems unable to distinguish my legitimate use of a VPN for connection stability (a common practice for international players) from the accused violation, suggesting their methods produce false positives.I have a full record of my good-faith efforts to resolve this since 2021. ArenaNet's final response was that their decision is "final" and "not applicable for appeal," refusing any further communication. This is an unacceptable way for a ************ to treat a paying customer.Desired Resolution:I request ********************'s mediation to achieve a fair outcome. My desired resolutions are:1. A full and immediate refund for the "End of Dragons" expansion I paid for but never received.2. A transparent re-investigation of my case where my evidence is fairly reviewed. The ideal outcome would be the reinstatement of my account.Thank you for your assistance.

  Business Response

  Date: 07/07/2025

  Hello,
  
  Thank you for contacting ArenaNet about your account.
  
  As we have already informed you, your account was found to be in coordination with a known PvP booster 214 times between 4/30/20 and 10/2/21. The action taken against your account was not the result of VPN usage and, because of this, your account was permanently closed. 
  
  In addition, you repeatedly abused our Support system with hundreds, if not thousands, of support tickets appealing a decision that we informed you was final. You also created new email accounts in an effort to bypass our system in order to excessively spam our team.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23556289
  
  I am rejecting this response because:
  
  This response from ArenaNet is unacceptable, as it fails to address the core issues of my complaint and introduces new, unsubstantiated, and false accusations in an apparent attempt to discredit me as a consumer.
  
  I will address each of ArenaNet's points directly:
  1. Regarding the "Account Sharing" Accusation and the Lack of Due Process:
  This complaint challenges the fundamental fairness of ArenaNet's investigative process. By refusing to disclose a single piece of specific, verifiable evidence, ArenaNet has effectively conducted a "secret trial" where I was accused, judged, and sentenced without any opportunity to mount a meaningful defense. As I have stated to them previously, it is impossible to defend myself against something I do not know. This practice is contrary to basic principles of procedural fairness, especially considering ArenaNet's history of producing false positives in ban waves, which has been publicly documented.
  2. Regarding the new accusation of "Abusing the Support System":
  A consumer should not be punished for reasonably seeking resolution when their inquiries are ignored. The claim that I submitted "hundreds, if not thousands, of support tickets" is a gross and misleading exaggeration. My process was to submit a new ticket only after my previous one went unanswered for a reasonable period, typically one to two weeks. This was a direct result of ArenaNet's unresponsive support process, as they often closed tickets unilaterally, forcing me to open a new one to continue seeking a resolution.
  3. Regarding the new accusation of "Bypassing the System with New Email Accounts":
  This was not an attempt to "bypass" the system, but a necessary workaround due to failures within ArenaNet's support portal. At one point, their system required a user to be logged in to submit a ticket, which was impossible for me as my account was banned. Later, my primary email address stopped receiving "request received" confirmations, leading me to use other addresses simply to ensure my legitimate service requests were being received.
  4. My Counter-Evidence and the Flaws in ArenaNet's Investigation:
  ArenaNet has systematically ignored my substantial counter-evidence and relied on what appears to be a flawed investigation.
  - Witness Testimonies & Verifiable Presence: I have repeatedly informed ArenaNet of over ten witnesses who can attest to my personal and continuous operation of the account. They can verify my active presence and voice communication on our guild's Discord server, including during frequent, private live streams. Crucially, I can account for any access from different devicessuch as using a former partner's computer, as I remained connected to Discord voice chat with my guild, proving my continuous, personal control over the account at all times. **********************'s refusal to consider this evidence is unacceptable.
  - Contradiction of Player Profile & Logic: The accusation is fundamentally illogical and contradicts my established player profile. I am a ******** player who has invested several years and thousands of dollars into my account, having purchased nearly every cosmetic item from the gem store. My gameplay record shows marathon sessions of ***** hours a day, sometimes for days consecutively, across all game modes, including personally grinding for PvP tokens. It is unreasonable to assume a player with this level of dedication and financial investment would risk their entire account for the minimal benefit of having someone else play PvP matches.
  - Flawed Technical Logic: Their logic (that my account was not compromised because security credentials remained unchanged) fails to distinguish my legitimate use of a VPN for connection stability from prohibited activity, suggesting their detection methods produce false positives.
  
  Conclusion and Reiteration of Core Complaint:
  ArenaNet's response avoids the central, undeniable fact of my complaint: They took my money for a pre-ordered product ("End of Dragons" DLC) and then terminated my account months before the product was even released, making it impossible for me to ever use it, and have since refused to issue a refund.
  
  I stand by my desired resolution:
  - A full and immediate refund for the inaccessible "End of Dragons" expansion.
  - A truly impartial and transparent re-investigation of my account termination. The reinstatement of my account remains the most just outcome.
  
  I respectfully ask the BBB to continue mediating this dispute. I trust the BBB to facilitate a fair process and urge ArenaNet to provide the specific evidence they claim to possess, so that this matter can be resolved transparently and justly.
  
  Sincerely,
  Zih *** ****

  Business Response

  Date: 07/21/2025

  Hello,
  
  Thank you for contacting ArenaNet about your account.
  
  Once again, our review of this situation was thorough and complete. We do not share the details of our investigations, but our findings warranted the closure of the account. As we have repeatedly advised, your account was found to be in violation of our User Agreement and Code of Conduct, which I have included links to below for your review. Based on our findings, and your resulting behavior in abusing our ***************** your account was closed and is not eligible for appeal.
  
  User Agreement: **************************************************;
  Code of Conduct: ***************************************************;

  Customer Answer

  Date: 07/21/2025

  Complaint: 23556289
  
  I am formally rejecting ArenaNet's response. It is evasive, fails to address the central issues of this consumer dispute, and is therefore unacceptable.
  
  1. Evasion of the Core Consumer Dispute: This complaint, filed with the Better Business Bureau, is centered on a clear financial transaction. I paid for a product (a game DLC "End of Dragons") and was immediately prevented from using it, with no refund offered. ArenaNet's response completely ignores this fundamental consumer issue of failing to deliver goods and services paid for. Their silence on the actual transaction is a tacit admission that they have no valid defense for taking my money without providing the product.
  
  2. Refusal to Substantiate Accusations: Instead of addressing the consumer dispute, ArenaNet deflects by repeating an unsubstantiated accusation of "account sharing." They once again confirm their policy of not providing any evidence, which denies me any form of due process. This is a fundamentally unfair practice.
  
  3. Introduction of a Retaliatory Claim: Furthermore, their new accusation of me "abusing ***************** is a baseless and retaliatory claim against a customer for persistently seeking the transparency and resolution they failed to provide.
  
  Since ArenaNet is evading the actual consumer dispute and refusing to engage in a fair or transparent process, I have forwarded their non-responsive reply to the Washington State ************************* (Case File #******) as further evidence of their unfair business practices. This complaint is not resolved.
  
  Sincerely,
  Zih *** ****

• Initial Complaint

  Date:06/14/2025

  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.

  The game GW2 from ArenaNet has so many things that seem pointed at me like a reflection of a black mirror and so some of the players of the game have been straight dog water, so I've had threats and have a mental illness called schizophrenia because of it. I've been attempting to solve this by doing other activities but I believe that it would be more effective for the next upcoming expansion to be something that doesn't look like my backyard.I feel picked on and its obviously their fault, I have many reports on the forums and on steam forums for their website for subtle changes that no one would notice yet it would make my life a lot safer.I continue to play and report players and to improve the community via making friends online.

  Business Response

  Date: 06/16/2025

  Hello,

  Thank you for contacting ArenaNet with your concerns.

  The ArenaNet **************** team is unable to make a medical diagnosis, but the existing medical research literature does not support any causation between playing games and the onset, or occurrence of, schizophrenia in patients, as far as we are aware. If you experience other players violating our User Agreement - **************************************************************** - please feel free to report them to our Support team. If you have suggestions for game improvement, you can share them on our forums here - **************************************;

• Initial Complaint

  Date:06/09/2025

  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 bought Guild Wars 1 as well as expansions for the game in the mid-2000's. I stopped playing their game at that point. They release Guild Wars 2, which allows transport of Guild Wars 1 content into Guild Wars 2. I attempted to recover my Guild Wars 1 account and ************* recover the account, I reached out to ****************** In response to my account recover request, the support attendant vaguely stated that I had violated terms of service in 2009 and they had logged evidence. Guild Wars 1 and Arena Net has a history of issues regarding account and credentials security, and the logged evidence was not provided of my account having any previous issues.Arena Net did not provide adequate support to state what terms of service were violated, and did not provide adequate proof that it was from myself and not due to their account security issues. I did not receive any logs, specifically any that matched my location IP around the duration of my ownership of the game.The response from Arena Net support appeared automated, and I was not given proper support for my ticket and verification that I am the owner of the account.

  Business Response

  Date: 06/10/2025

  Hello,
  
  Thank you for contacting us about your recent support ticket (9392077). 
  
  As previously mentioned, this account was flagged for violating our User Agreement in 2009. Due to the violation, the account was closed and is not eligible for appeal.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23447472
  
  I am rejecting this response because:

  That is not a valid statement to void over $100 in purchases. What part of the user agreement was violated and what evidence do you have to support this?

  I understand multiplayer games have policies to prevent providing information to violators of the user agreement so they do not learn how to sidestep their obligations. However, you state this violation was from 2009 and the enforcement and user agreements from 2009 have changed drastically from Arena Net.

  What is the violation to begin with, I did not commit any violations on the account. If the account has committed violations, Arena Net and their games have a very clear history of poor account security practices and what information does your team have that says my account was not breached during inactivity? I have provided my address and full name, the logs may easily be verified to see if it was myself or a third party. It was stated this check was done, but no proof has been provided.

  The reluctance to provide any additional information or support indicates that you do not have sufficient information to confirm that this violation happened, or confirm it was myself that committed this violation.

  This is not adequate customer support.

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

  Business Response

  Date: 06/24/2025

  Hello,
  
  As previously noted, this Guild Wars account was permanently closed in 2009 for violations of the user agreement. Due to the age of the infraction, we will not consider any further appeals.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23447472
  
  I am rejecting this response because:

  Arena Net is not providing a response that has sufficient evidence to void my purchases.

  Arena Net has a very public history of account breaches and account security issues and has not made an attempt to confirm my identity, or even provided why my accounts were closed.

  Examples of Arena Net account issues:
  

  - ****** Accounts Hacked (*************************************************************************************************)

  - Old accounts (like mine) are stolen through customer support and sold for money (***********************************************************************************************)

  (**************************************************************************************************)

  (************************************************************************************************)

  (******************************************************************************************************)

   

  Arena Net has a very public past of account breaches and poor customer support practices that lead to loss of old accounts.

  The response from Arena Net does not in any way attempt to verify that I am the original owner of the account.

  It voids my hundreds of dollars of purchases in the 2000's, as well as hundreds of hours of playtime without attempting any effort in confirming if I am the real account owner.

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

• Initial Complaint

  Date:06/06/2025

  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.

  -august 2012 - ~ 180 - acces to guild wars 2 game - they banned me - no -

  Business Response

  Date: 06/06/2025

  Hello,
  
  Thank you for contacting ArenaNet regarding your recent tickets (******* and *******). 
  
  During our review, your account was observed displaying actions consistent with automated gameplay and/or the use of third-party programs that cannot be replicated with the use of the macro system and/or other available in-game tools. This is a violation of our User Agreement and Code of Conduct.
  
  We had previously sent warnings to you regarding this behavior on 11/28/2021, 2/9/2025, and 5/16/2025. After this last offense, we have permanently closed the account. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23434569
  
  I am rejecting this response because: There must have been a misunderstanding. After the first two bans (multiboxing on wvw and automatic fishing) I took the warnings very seriously and did not use any banned programs. I only used those known and often used in the gw2 community (nexus and *****). If, however, there was a suspicion of breaking the rules, it must have been unwitting on my part. I wish to express my contrition and regret. I am a dedicated player with many years of experience and a huge number of achievements. I can't imagine life without my favorite game of all time. I kindly ask you to reconsider and restore my account. I am willing to bear the financial costs if necessary.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 06/17/2025

  Hello,
  
  Thank you for your follow-up message.
  
  As we have previously advised, your account was observed displaying actions numerous times that are consistent with automated gameplay and/or the use of third-party programs, which is a violation of our User Agreement.
  
  We had previously sent warnings to you regarding this behavior on 11/28/2021, 2/9/2025, and 5/16/2025. After this last offense, we have permanently closed the account and it is not eligible for appeal.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23434569
  
  I am rejecting this response because: I still believe that you can make an exception for a gw2 veteran, I promise that I will never break the rules again. It's been a month without my favorite game, I'm taking it badly, please don't let me suffer anymore. I'm begging you.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/14/2025

  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 been a paying customer of **********************, developers of the online game Guild Wars 2, since 2015. My account was recently banned on 22 Mar 2025, in what I feel is manifestly unfair and inappropriate. I attempted to resolve the issue through their official support system (Ticket ID: #********, to explain my circumstances and to at least be able to talk to anyone in their support team, but I have received no response for 3 weeks now.This lack of communication and sudden loss of access to paid content is unacceptable. It's pretty demoralising and hurtful to be suddenly cut off from a form of emotional support that has been my go-to comfort for close to 10 years, which is all the more worst because I've been relying on this game to tide me through my chronic injuries.I would sincerely request your help to get ArenaNet to review the ban, provide justification, and offer a path to resolution. I have been upfront that my actions may have been worthy of punishment, but I disagree with the extent and degree which I am being subject to.

  Business Response

  Date: 04/15/2025

  Hello,
  
  Thank you for reaching out to ArenaNet with your inquiry. We have thoroughly reviewed your case (Ticket #*******) and found that your account was observed using macros and/or auto-casting abilities to farm without input from the account owner. It is stipulated in our policy on unattended gameplay, and our Code of Conduct, that any form of automated farming is forbidden, no matter the reason. Because your account was observed doing this, and it was your third offense, the account has been closed.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23200915
  
  I am rejecting this response because:

  I know I got banned for AFK farming. Words cannot say how ashamed and terribly remorseful I am for this, but please just hear me out.
  
  On that Saturday, I finished my WvW dailies and decided to farm some NPCs at Blazeridge Steppes. I set up my character, then went to get a glass of water. As I was returning from the kitchen, my cat vomited all over the place, and so I had to clean it up and make sure she was ok. I was gone for maybe ***** minutes max, and just as I returned I saw my screen flicker and got the notification message that I got disconnected. It was only the next day that I found out that what I assumed was a server issue due to my VPN was actually a permanent ban. 

  To give more context, I have a torn wrist ligament and suffer from chronic tendonitis on both hands, hence I'm not able to play the game normally. I ended up using an auto button presser to help farm in the game. Usually I'm sitting right there, sorting my inventory or chatting with friends. If you check the account log, I've been really disciplined about not AFK farming (ever since I was warned about it over a year ago). While I understand the detection system flagged my account for automated activity, I want to assure you that I was present at my computer for the vast majority of the time. My actions, immature as they were, were not malicious at all, nor did I intend to affect the larger GW2 community in any way.

  I am a long-time, dedicated player of Guild Wars 2 and deeply value the community and the game. I have invested significant time and effort into my account (I maxed out my daily achievement points!) and would be truly devastated to lose it permanently. I am an advocate for ***, both in and out of game. I've bought every single expansion, and I've even gone to the extent of buying a VPN just so I can play on stable ping with my friends in WvW.
  
  I would really deeply appreciate it if I could be offered one final chance. This game has been my go-to comfort for close to 10 years. I understand and acknowledge the seriousness of this violation, and I sincerely apologize for my actions and my sheer stupidity. I agree that I deserve to be punished, but I can only request for some leniency in mitigating the extent of my punishment. If required, Im willing to serve a direct financial penalty as well.
  
  I sincerely hope you will reconsider my case and grant me the opportunity to return to the game. I am truly sorry for any inconvenience or disruption my actions may have caused. I value my Guild Wars 2 account and the community, and I promise to be a responsible and respectful player in the future.

  Please, I'm humbly asking for forgiveness and mercy here. Or at least someone to talk to. I really miss this game and the community, and I've been unable to reach out to anyone for help. I know it's supposedly my third time but I want to clarify while the 1st two incidences were really deserved, ever since then I have avoided being AFK. I'm ALWAYS at my keyboard. I just stepped away for the moment. Anet's own Code of Conduct mentioned that given a long period of time, past marks will be removed from my account. It has been over a year since my past mistakes, so I'm hoping for some leniency. A straight up permanent ban without warning feels really uncalled for (I genuinely thought I was being hacked).

  Thank you for your time and consideration.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/27/2025

  Type:Product 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'm filing a complaint about losing virtual goods (in 2024-03-20) in Guild Wars 2 (a game published by ArenaNet LLC): two legendary weapons (Bolt and The Predator), 300 gold, and 150 Mystic Coins. These were traded in-game for a Chak Infusion (also virtual goods), with no real-world currency or third-party involvement. However, the other players account was banned before our trade concluded, causing me to lose my items despite following all terms. ArenaNet support denied restoration of my items, citing possible harm to the in-game economy. I have uploaded a document which contains the assessment I've made of their user agreements showing restoration of pre-existing items won't introduce new assets or harm the economy, which justifies my claim for item restoration. I sent the text to support after they cited harm to the in-game economy, but received no reply yet. I refuted this based on the User Agreement and Virtual Goods Terms: Section 1.4.3 (ArenaNets Control Over Virtual Goods): ArenaNet can restore items. Mine were lost through no fault of my own. My loss was caused by an unrelated account action. Section 1.3.2 (Fair Treatment and Negative Impact): Changes to virtual goods should not negatively affect users without prior notice. Section 1.4.4 (No Third-Party Involvement): My trade was entirely within the game, documented, and did not violate policy. Sections 5.1 and 5.2 (Dispute Resolution): I seek informal resolution before arbitration, per the agreement. I contacted support (recent ticket ID is *******, older is *******), provided photos, videos & chat logs to prove my innocence. I request ticket escalation to higher support levels as I believe ArenaNets decision contradicts its terms and consumer protection law. I'm a loyal Guild Wars 2 player and hope ArenaNet fairly address this issue. I'm considering the agreements formal dispute resolution process. Thank you for your attention; I remain open to any further steps needed to resolve this matter amicably.

  Business Response

  Date: 02/28/2025

  Hello,
  
  Thank you for contacting us about your recent interaction with the ArenaNet support team. As we discussed in your tickets (******* and *******), we are unable to assist players who engage in private transactions and must reiterate that we are unable to fulfill your request.
  
  While we understand your frustration given the situation, private transactions with players involved in activities that violate our terms always come with a risk. This is why we recommend that you use the ************ as it was created to alleviate issues such as this. 

  Thank you for your understanding.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22998426

  Thank you for your response. However, I reject this response and I must express my continued concern regarding the handling of my case. If private trades and interactions are not recommended, why does the game include a mail function that facilitates such exchanges? I understand that support is handling a high volume of requests, but I am unsure if my case (including the documents I've uploaded) has been fully read and assessed. I respectfully request that this matter be escalated to the highest support levels for a thorough review. I sincerely hope that the case is given the careful consideration it deserves, taking into account the significant time and effort I have invested in obtaining these items. Losing them due to an external account action, over which I had no control, feels deeply unfair. Additionally, I would appreciate a direct response to the specific policy-based claims I have made, as outlined in my previous messages. If we are unable to resolve this amicably, I would like guidance on how to initiate binding arbitration, as per the User Agreement. Please provide the necessary steps for me to proceed with this option should it be required. I have provided clear references to the User Agreement and Virtual Goods Terms to justify my claim, yet my key arguments remain unaddressed. My primary concern is this: why should an unrelated account action negatively impact an innocent player? I have not violated any terms, nor have I caused harm to the game or any other player. Despite this, I have received no clear grounds for the denial of my request, nor has there been any attempt to explore a possible resolution. Thank you for your time, and I truly appreciate any further effort to re-evaluate my case

  Best regards.

• Initial Complaint

  Date:11/24/2024

  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.

  My GuildWars2 account was hacked a few years back. I was able to regain access to said account but lost access again mid 2024. I again recovered the account and was able to use it for a few hours. The following day, I received this message:"This email is to notify you that the account in concern has been terminated.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."After this message on August 17, I no longer received any form of communication from Arenanet. I have sent multiple tickets (#*******, *******, *******, *******, *******) and emails asking for an explanation and to elevate the issue to a senior person but I received no response. Completely left in the ********* are my primary issues here. 1. My account was secured with 2FA yet support easily removed it which defeats the purpose of having it in the first place. 2. I have already recovered this account after the first hacking incident proving that the account is indeed mine. This should negate any other individuals claim of account ownership as I have sent them undeniable proof TWICE.3. The lack of communication from the support team when asked for a response or action request.Similar incidents have occurred before. One instance happened to ***** **** (a former Arenanet employee) and more recently to a prominent and well known PvP player. I ran a large guild and streamed this game as well. Which once again, easily proves my ownership of the account yet all of these factors are being completely disregarded. I am a US Navy Veteran and have only accessed my Guild Wars 2 account in the *********** as I have been staying here for the past decade.

  Business Response

  Date: 11/25/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing the account, it was determined that multiple players were able to provide the necessary account verification information to claim access to the account. When this happens, and multiple people can claim ownership by providing accurate information about the account, it can no longer be secured as the information has been compromised and is no longer recoverable. This was reviewed by multiple members of the support team, including supervisors, and the decision was made to close the account. The Support team notified you of this decision in Ticket #******* and informed you that no additional reviews or appeals would be considered. While I understand your frustration, we will be unable to reopen your account due to the reasons stated above.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22598874
  
  I am rejecting this response because: Once again, I have stated in those tickets that this is unacceptable. The account was already proven mine twice which as stated, should negate any sort of claims of account ownership. How about reading my actual emails and messages instead of these template answers? This would not have been an issue at all if it wasn't so easy to bypass your "security" in place. As I have stated in the tickets as well, what proof is on par or better than me holding my ID with my name on it? The same name attached to said account since its inception. You have video proof of me scrolling though my email with receipts and confirmations from Arenanet for years back along with Twitch vods. I even offered to send you my recordings for *** runs. Do not pretend that you have the slightest idea of how I feel so save your pity for someone else. It's proven to be MY account. And it was compromised because of YOUR flawed recovery system. So why am I the one being punished for you systems incompetence? I am willing to compromise here as I do understand certain aspects of this from Arenanet's side. But I can't and will not just leave this issue to be swept under the rug like it was nothing.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/14/2024

  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 have been playing Guild Wars 2, the game that is published by ArenaNet LLC, for over 3 years. During this time, they have periodically permanently closed the account without further notice, despite never having evidence of any infarctions on the account. The last incident was well over 1 year ago and the account was returned to me. In total, the account has been unbanned on multiple occasions, which were always deemed due to security sweeps. However, this has happened yet again and I am hoping a senior GM/supervisor directly looks into the account, which upon inspection I am hopeful the account will be returned to me again. I am beyond frustrated with the support process in this regard. They will have the evidence I have sent to their support. I wish to reiterate that I am not blaming any parties involved. I am a player with an account that is over 10 years old, and these instances did not start becoming an issue until only a few years ago and each time there has been no evidence of bad faith or malicious behaviors tied to the account, but I do formally request that a supervisor does a deep investigation (just like the last several times). As the pattern has always been in my favor, I hope this does not cause any further infarctions to the account.

  Business Response

  Date: 11/14/2024

  Hello,
  
  Thank you for reaching out to ArenaNet regarding your recent ticket - *******. After an extensive investigation, we found your account to be in direct association through multiple avenues to accounts that were found to be in violation of our user agreement, and that your account benefited from these associations. Because of this, your account has been permanently closed.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22554553
  
  I am rejecting this response because:
  

  I am unable to determine your investigation into this matter, as players are allowed to utilize the in-game mail and trading post. Consequently, as a player, I am unable to determine accounts which are outside of my control via trades. This would not be an issue if it were not for the multiple false flags you have placed on this numerous times over the past. Again, I would like a senior ** to directly contact me through the active support ticket in this investigation. 

  I appreciate your willingness to further address this issue. 

  Business Response

  Date: 12/03/2024

  Hello,
  
  As requested, I am a CS Lead and have thoroughly reviewed your case. As we have previously explained, our decision to close this account is final due to the association with multiple accounts that were found to be in violation of our user agreement. The frequency of these violations has resulted in the closure of all associated accounts, and will not be considered for further appeal. A refund was issued for Order ID ****************** and O20240821796201093 on November 14, 2024.

• Initial Complaint

  Date:05/25/2024

  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.

  My guild wars 2 game account has been blocked for security reasons. I have been playing this game fondly for 10 years. I was kicked out of the game 5 days ago and started getting this error. I have 2 accounts and I get the same error in both. When I open a new account and want to connect to the game, I get the same error. I emailed the support team. We reviewed this account and found that it participated in or was directly associated with high-risk or malicious behavior, they said. I had been playing for 10 years without any problems. I thought about what I could have done maliciously. I never used cheats in the game. I never swore or insulted. I always tried to be helpful and polite. Maybe there is a problem with VPN usage or my IP address. Maybe gifts I send to my friends via email. I do not know why. Because they don't tell me my crime. That's why I got banned. I cannot object. It is very sad that my 10 years of effort was destroyed without knowing the reason.

  Business Response

  Date: 05/28/2024

  Hello,

  Thank you for contacting us about your recent ticket (Ticket #*******) regarding your account closures. We have thoroughly reviewed the accounts and found that it engaged in behavior that is a violation of our User Rules by participating in high risk or malicious behavior. Because this has been reviewed, and upheld, our decision to close the account is final.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21760964
  I am rejecting this response because:one last letter
  Hello. Thank you for your answer. But the problem is that, after opening a new account, I have the same problem without ever entering the game. When I ask you about this, you still tell me that you have violated the game rules. Could you please tell me, how can an account that has never entered the game violate the game rules? Also, as a player who has not received any warnings for 10 years and has never violated the game rules, isn't this decision too harsh? Maybe I could have received a warning. Or I could have been banned for a limited time since it was my first violation? I can't even object to you. Because I don't know why I was banned. Game Did you interpret the golds I sent to my main account and my friends via the in-mail function as an RMT crime? Since I am a software developer, I sometimes do website design work. Maybe my IP address or internet connection is blocked by your security. I was usually doing mob farming in the game. I sold the materials I obtained on the trading post. I was saving gold. Did you come to the conclusion that I earned these materials by cheating? I never used cheating. These are the things that come to my mind. Anyway, this is my last e-mail to you. I apologize for bothering you with the e-mails I have sent so far. I loved playing GW2. I wish there was a more fair solution. If only it could happen. Even if you don't unban me, I apologize for violating the game rules. Good work, goodbye
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:05/10/2024

  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.

  It's been more than a year since you banned me from the game without no reason. I am still looking forward to hear more from you as there was no reason to get banned, I never acted against the terms of service.My account name is ****************************** and the account is registered to ***************************** I have been sending more than 20 e-mails for your customer support, and nothing has been replied by you so far. I just want an explanation why I got banned. During that time, I had some problem within my neighborhood and the dynamic ip changed more than the regular cycle. It was out of my hand. It's been more than a year and you are still rejecting my tickets and my requests. I would like to get unbanned and want to play with my friends again.Thank you in advance!

  Business Response

  Date: 05/13/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing your most recent ticket #*******, we have confirmed our initial findings that you participated in, or were directly associated to, malicious behavior in-game. Because our decision is final, this account has been closed and is ineligible to be reopened.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21695194
  
  I am rejecting this response because:
  

  You are still replying with automated messages. At least I need an explanation about the malicious behaviour. How come you act in this way? I have never involved in any third party tools and other activities. Please escalate this issue to the senior GM. I want to read an answer that is not automated reply. Thanks

  
  Sincerely,
  
  Meri Uzyn

  Business Response

  Date: 05/16/2024

  Hello,
  
  As we have consistently advised you in the past, your account was found participating in behavior that violates our rules. While we cannot discuss our investigation methods, your account has been thoroughly reviewed and our decision to close it is final. Any further replies or additional tickets regarding this account may not receive a response.