Double Purchase And Anet Doesn't Have Records

#1 - May 17, 2013, 6:26 p.m.

Issue: I purchased 1 Molten Alliance Mining Pick, but was charged for 2 Molten Alliance Mining Pick and received 2 Molten Alliance Mining Picks. I submitted a ticket with a similar screen shot attached to this thread in a request for a refund of 800 gems and the removal of the extra pick from my mailbox (Leaving in the mail box cause I didn’t purchase it, so I will not use it).

This is the response I received from the request for help: "After looking into this situation for you, it appears that a gem restoration will not be possible. This is because we could not find a double Molten Mining Pick purchase on our records. "

Reference Number: 130509-000639

I know for a fact that I have 2 Molten Alliance Mining Picks and the screen shot can prove that I have 2.

I am publicly posting this in order to look for a resolution to my issue. Anet please fix this bug that your system caused.

Gaile Gray

#7 - May 20, 2013, 3:18 p.m.

I talked to the team about this and they pointed out that there are multiple ways in which an item can be acquired. For instance, using gold that you have earned in the game to acquire the item would give you a second item, but the transaction would not appear in the game logs in the same way that a straight-out acquisition of the item with purchased gems would appear.

We cannot see that this transaction occurred in the manner in which you describe. I will ask the team if there are additional reviews that they can conduct.

Gaile Gray

#10 - May 21, 2013, 12:43 p.m.

Hi ExpsGaming — I talked to the GMs and they have come up with a solution to this situation. One of them will update your ticket and you can discuss what they have in mind there. I think you’ll find it’s a happy outcome for this matter.