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Duda.9845
Target Source
#1 -

Hello,

Dudas friend “cAu.1953” speaking.

I have a ticket opened by ID: “Incident: 121205-000035”.

This is the reason of my suspension stated by NCsoft:

“Your purchase for Guild Wars 2 was voided as a result of being found too high risk to accept. The purchase attempt displayed characteristics that are currently found in numerous fraudulent transactions.”

My question to Gaile is:

“Why didn’t you just reject the payment in the first place and said it was too risky. Instead, you took my money and now i don’t have access to the service i paid. I believe you are aware that is called ROBBERY.

Also, do you have ANY proof that my payment is in numerous fraudulent transactions and why is my payment in high risk area ?? I can send you any proof you need that I AM and ever WILL BE the owner of the credit card which I used on numerous sites like eBay, BattleNet, etc. if not through PayPal (site which also has no problem with my credit card) then by using the full card information like on your LEGAL site.

I believe that it is a given that i expect a FULL refund if you do not reopen my account because otherwise I have every right and believe me I will sue and haunt you until i get my money that you practically STOLE from me.

Seeing as I am not the only one with this problem and you have tendency to wait with answers on such questions, you can expect to see this matter published on every possible forum and other public sites until this gets resolved and so people know who are they getting into business with."

Regards,
Very angry/dissapointed customer


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ArenaNet Poster
Target Source
#2 -

I just spoke with the Billing Team lead, and she explained to me that although you were using a debit card, you were using it as a credit card because we don’t have the technology to accept a PIN, etc. Therefore, the situation that prompted the rejection of the purchase was related to the use as a CC, and you were not charged.

You may see an “authorization” for a day or two, but you will not see a charge on your account, and the money will not be withdrawn, because the purchase was cancelled.

This can be frustrating, I know, and it can happen for reasons that the customer doesn’t understand. What a few players have told me is that because their credit card details don’t match their current information, the CC can be rejected out of concerns that it may be fraudulent or stolen. Their workaround: They bought a boxed copy from a local store, contacted Support, and with the team’s help, added the retail code to the account and were good to go.


avatar
ArenaNet Poster
Target Source
#3 -

Hello,

Dudas friend “cAu.1953” speaking.

I have a ticket opened by ID: “Incident: 121205-000035”.

This is the reason of my suspension stated by NCsoft:

“Your purchase for Guild Wars 2 was voided as a result of being found too high risk to accept. The purchase attempt displayed characteristics that are currently found in numerous fraudulent transactions.”

My question to Gaile is:

“Why didn’t you just reject the payment in the first place and said it was too risky. Instead, you took my money and now i don’t have access to the service i paid. I believe you are aware that is called ROBBERY.

Also, do you have ANY proof that my payment is in numerous fraudulent transactions and why is my payment in high risk area ?? I can send you any proof you need that I AM and ever WILL BE the owner of the credit card which I used on numerous sites like eBay, BattleNet, etc. if not through PayPal (site which also has no problem with my credit card) then by using the full card information like on your LEGAL site.

I believe that it is a given that i expect a FULL refund if you do not reopen my account because otherwise I have every right and believe me I will sue and haunt you until i get my money that you practically STOLE from me.

Seeing as I am not the only one with this problem and you have tendency to wait with answers on such questions, you can expect to see this matter published on every possible forum and other public sites until this gets resolved and so people know who are they getting into business with."

Regards,
Very angry/dissapointed customer

In cases like this, we do not take your money or, alternately, once the fraud risk is found to be too high, we immediately refund the money. Reading your ticket, you were not charged. (You may have seen an “authorization” but that was not completed and the funds were not taken from your account.)

In other words, we don’t charge you, let you play, then boot you out of the game and keep your money. Now, we cannot refund your money if you bought from someone else. If you were defrauded by an unauthorized seller, then you need to contact them, get a refund, and, if you wish, work with Support to add a new, valid code to your existing account (when it’s allowable).

Your ticket is just one day old. These are given a high priority, and I’m sure you will helped personally and very soon. If you need to do so, post in the “Tickets for Review” sticky thread after three days and I’ll investigate. But again, I believe you’ll be helped soon.

Lastly, you suggest “Why not block the purchase first?” I think that would be a great thing to do, and I’ve asked the same myself. The thing is, the credit card appears to go through and only gets rejected afterwards. So we, out of trust that the payment will be valid, allow the creation of an account, but must close that account when the risk is found to exceed acceptable levels OR when the code is found to have been invalidated by the third-party seller having use a stolen credit card (which sometimes take a couple of weeks to discover) or having done a charge-back on the card.

We are looking at betters means of handling fraud risks and other situations like this and hope for reduced numbers of these situations, even while they are pretty much outside our control.


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ArenaNet Poster
Target Source
#5 -

In cases like this, we do not take your money or, alternately, once the fraud risk is found to be too high, we immediately refund the money. Reading your ticket, you were not charged. (You may have seen an “authorization” but that was not completed and the funds were not taken from your account.)

I honestly do not know what are you talking about because the second i bought the game on your legal site, the money on my debit card was taken and since then i didn’t get any refund whatsoever.

I apologize for sounding rude, but i believe you can understand how angry/disappointed I am even if it has passed only a day or two. Doesn’t matter because as I stated you didn’t give me any proof of any fraud committed and you are the first site/company that gave me such problems.

Yes, I do understand. Ok, I see you used a debit card and you bought from us. That does sound odd!

I will look into this right now.


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ArenaNet Poster
Target Source
#11 -

I just spoke with the Billing Team lead, and she explained to me that although you were using a debit card, you were using it as a credit card because we don’t have the technology to accept a PIN, etc. Therefore, the situation that prompted the rejection of the purchase was related to the use as a CC, and you were not charged.

Gaile, could I get a clarification on this? I’m not the original poster, but it seemed silly to start a new thread for the same thing.

Is this never allowed, or is the problem only when the debit card isn’t issued with the logo of a major credit card?

The reason I ask is, I do almost all my online shopping with a debit card issued through one of the major credit card companies. The card is specifically designed to be processed as a credit card when needed, and in fact my banking rep recommended that I key it in as credit whenever possible even for in-person transactions to avoid point of sale debit fees. This has never been an issue with any major retailer (the card is my default credit card for Barnes & Noble, etc.)

Does ANet have different policies than most retailers about the use of credit/debit cards, or should I assume that if it works everywhere else it’ll work with GW also? Just wanted to make sure before it becomes an issue. Thanks!

Debit cards are fine, as long as they function properly as a credit card. Now, I am not a debit card user, but I think some do double-duty as CCs, and some do not. If the debit card will function as a CC, and as long as other fraud-related flags are not raised, the purchase should work just fine.


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ArenaNet Poster
Target Source
#13 -

Gaile,

Just adding to this for you incase it helps. The other day (last Tuesday I believe) I purchased this game. I first tried to purchase it via your website. It failed numerous times. I called my CC provider and they assured me my account wasn’t flagged, etc. We verified the information a few times and still there was no success. I then tried PayPal as an option, and that also was rejected.

This is the sole credit card that I own, and it is not a debit card. Transactions from earlier that day with other vendors worked fine. I did contact support about it. I then purchased a copy from Amazon just fine and updated support that while they don’t need to follow up with me, there was, indeed, some type of issue with your payment system in obtaining my money via credit card and PayPal. Also, I am from the US, so it couldn’t have been an international issue. Just giving a heads up incase it helps this case at all.

Great, detailed info. Thank you for sharing — I will pass this along.