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:07/03/2022

  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 purchased this game and some in game items and now they have suspended and closed my account for no reason, no explanation.

  Business Response

  Date: 07/20/2022

  Hello ***********************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******, and other associated tickets.
  
  As mentioned by our support team, your "account, as well as several alt accounts, were found to be associated with previous accounts that were closed due to repeat violations of our Rules and Policies.
   
  Due to the severity/repetition of the violation, we have permanently closed all associated accounts.
   
  Below I've included some links for your reference.
   
  User Agreement: https://******************/en/legal/guild-wars-2-user-agreement/
  Rules of Conduct: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/"
  
  Because of the above, and multiple threats made to our staff in the above ticket (see below), our team will not reopen this account:
  
  Threats made by you to our support staff: "Also let it be known that if I see any of you, I will stomp your head into the ground and put you into a 6 foot hole. I will f****** end your life. I know where every single one of you live and you have made the biggest mistake of you life. You all are a bunch of p**** a** b****** and you need to be shot in the f****** head."
  
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17517251
  
  I am rejecting this response because:

  I have never had any other accounts with your pathetic business.  To claim that I have had associated accounts that have violated terms of service is a lie.  You have the burden of proof and you have no proof of that as *** never had an account.  I have filed a complaint in court and you will pay for the time I wasted on your s***** game.  You will also release all information to me immediately on such proof that Ive had previous accounts.

   

  And yes every single on of you s***** mother ******* need to die.

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

  Customer Answer

  Date: 07/27/2022

  I am rejecting this because

   

  I never had an account with this company so how can I have accounts associated that have violated term of services.  They took my money and I now have no recourse.  Please take me to court because you will loose.

  Business Response

  Date: 08/16/2022

  Hello ***********************,
  

  This issue has been reviewed by multiple members of our support team, including supervisors who were able to confirm that, as previously mentioned, your account, as well as several alt accounts, were found to be associated with previous accounts that were closed due to repeat violations of our Rules and Policies. Considering this, and the threats made to our staff, this account closure will not be overturned.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17517251
  
  I am rejecting this response because: I have never had an account with you before and you have failed to provide proof of such.  The burden of proof is in your court.  I have sent you Freedom of Information Act demanding this information that you say you have.  I am going to take your corrupt company to court.  You are a pathetic company and your company doesnt deserve to exist.  By the time I am done with you, your company will no longer exist.  And yeah you can take them threats to heart because that is how I feel.  You are a pathetic company that needs to be blown off the face of the earth.  I have all of your personal information and I will take each and everyone of you to court personally.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/09/2022

  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.

  ArenaNet operates an online game called Guild Wars 2. I have been a paying customer of Guild Wars 2 for over nine years (not including additional years of time and money spent playing the game's predecessor). In 2021, I created a new in-game guild called "***** ******* ****** ****** tag: [FAFO]) which complied with all of ArenaNet's written policies. On March 27, 2022, ArenaNet staff revoked my guild name and banned my account for 72 hours based on the undisclosed allegations of an unnamed individual. After corresponding with ArenaNet staff, no violations of written policies were ever substantiated, and ArenaNet staff admitted the guild name "***** ******* ****** ****** tag: [FAFO]) was not violative of any policies on its face, but because it could somehow offend unnamed persons based on unknown and undisclosed sensitivities, it must be banned. ArenaNet staff refused to reinstate my guild name, refused to revoke my ban, and refused to compensate me with a refund or in-game currency. I lost actual use of my account for 72 hours and permanently lost my legitimate, lawful guild name. This situation demonstrates that ArenaNet does not treat its customers in good faith, applies its written policies in an uneven and discriminatory manner, has no transparency in how it adjudicates customer complaints, and will not hesitate to contradict its own written policies to carry out discriminatory vendettas and unjustifiably punish paying customers. I regret paying ArenaNet many hundreds of dollars over the course of nine-plus years as a loyal paying customer in light of this despicable and reprehensible treatment that ArenaNet has summarily dispensed to me. I hereby attach the correspondence exchanged with ArenaNet staff to substantiate my allegations. I can supply additional .pdfs of further ArenaNet staff correspondence that continued to unjustifiably punish me under a different support claim ticket number.

  Business Response

  Date: 06/14/2022

  Hello ***********,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******, and other associated tickets.
  
  It appears that our customer support team has thoroughly reviewed the incident which resulted in the temporary, 72-hour, suspension of your account on March 27, 2021, as well as the renaming of your Guild Wars 2 guild, and stands by their original assessment. 
  
  During their investigation, the customer support team determined that ***** ******* Kings [FAFO] was found to be in violation of our naming policy for referencing real-life violence, as well as referencing real-life people. In addition, the connotations implied in the name, including the acronym **** as well as the guild tag FAFO, were also deemed to be offensive.
  
  When you created your Guild Wars 2 account, you agreed to specific rules, including our naming policy. This policy explicitly states that:
  
  ArenaNet reserves the right to reject any name it concludes, in its sole and absolute discretion, is indecent, obscene, offensive, or that otherwise violates our naming policy or the Guild Wars 2 User Agreement. ********************** reserves the right to examine names on a case-by-case basis and take whatever action we deem necessary in our sole and absolute discretion. We reserve the right, in our sole and absolute discretion, to change, modify, add, or remove portions of this Guild Wars 2 Naming Policy at any time.
  
  When your brief suspension expired in March, you were able to continue playing the game without any further restrictions.
  
  For all the above reasons, our team will not be able to ***** this request.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer Answer

  Date: 06/14/2022

   
  Dear Better Business Bureau (BBB):
  
  Nobody believes that ArenaNet enforces its policies and rules in a consistent good faith manner. In my support tickets, I cited to numerous instances apparent from ArenaNet's own Guild Wars 2 forums, as well as in-game, of guild names that overtly violate ArenaNet's policies in ways that are derogatory and offensive. ArenaNet openly suborns violations of its own policies and rules to suppress free speech and enforce political orthodoxy. However, censorship can't last forever because gamers refuse to tolerate it. Just wait until free speech returns to the Internet and gamers refuse to support organizations like ArenaNet. After years of serving as a paying, loyal customer of ********************** products and services, I have now deleted my payment credentials from ArenaNet; until they resolve my grievance in a good faith manner they will never again profit from me. Thank you to BBB for at least attempting to resolve my dispute with ArenaNet.
  
  Sincerely,
  
  ***************