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: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,
  
  ***************************

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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 for their Downloadable content practices. I have the base game for Guild Wars 2. I purchased the first DLC for said game. I went on hiatus for a few years, and finally decided I wanted to play again. I purchased the newest DLC out of sheer excitement who doesn't love dragons. I then found out that I did not own the second DLC so I tried to purchase it. Come to find out I have to purchase said DLC as a bundle (the Path of Fire DLC, and the Heart Of Throns DLC) I already own Heart of Thorns and do not see why I should purchase it again just to have the other content. As of August 30th the ability did go away to purchase Path of Fire as a standalone but on the *** page I found this Q: Is Heart of Thorns included when I buy Path of Fire?A: Yes. As of August 30th, all purchases of Path of Fire will include the Heart of Thorns expansion as well.Users who purchased the Path of Fire expansion prior to August 30th will also receive receive Heart of Thorns free of charge when logging into the game. I want the Path of Fire DLC, and I do not wish to purchase the bundle as I already have half the content. Please rectify this for me.

  Business Response

  Date: 12/06/2022

  Hello *********************,
  
  Thank you for contacting NCSOFT ************* through the **********************. After review, I was not able to find any support ticket in our system under the email address provided. 
  
  For reference (see our corresponding article at https://help.guildwars2.com/hc/en-us/articles/115010688287-Guild-Wars-2-Path-of-Fire-FAQ), I did want to mention that Heart of Thorns is now included when you purchase Path of Fire. It does not increase the price of Path of Fire in any way. For further assistance, please contact our support team at https://help.guildwars2.com/ and they will answer any question you have as quickly as possible.
  
  
  Kind regards,
  NCSOFT Customer Advocate

• Initial Complaint

  Date:10/05/2022

  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.

  My main Guild Wars 2 Account was blocked for security reasons. However, they told me it's banned forever for involving in malicious behaviors. This is absurd because I never use any illegal tool or botting. I thought it might be related to the fact that I accidentally played with VPN. I can find a lot of similar cases online.When I contact the Guild Wars 2 Customer Su[support team, they just copied and paste the same thing every time and then ignore my request for the specific reason for the ban. They then ignore my tickets even though I can provide all the needed info.The last time I contact them, they responded with the same thing in my ticket request which lead me to believe that they never looked into my account or tried to help me. This is frustrating because the account is more than 5 years old and they just banned me without any explanation.

  Business Response

  Date: 10/17/2022

  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 9/30:
  
  "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.
  
  Please also understand that our team is unable to go into details regarding our detection methods due to security issues.
  
  Kind regards,
  NCSOFT Customer Advocate