Friend banned because of identity theft

#1 - July 7, 2013, 7:10 a.m.

Hi,

A friend of mine purchased gems using a paypal account that is linked to his credit card. With this account, if there weren’t enough funds in the paypal account, it would pull straight from his credit card. Unfortunately, right after he bought gems, and subsequently spent them, his credit card had its information stolen, was charged $500, and was locked by his bank. This meant that paypal could not charge the $10 of gems that he bought and his paypal account was put into fraud status. This resulted in a ban by NCSoft.

I’m posting on his behalf wondering if there is anything he can do about this. He has spoken with ArenaNet support and stated that he was willing to pay the $10 that was owed, since this was the cause of the ban. His account e-mail address is [removed] and one of his character’s names is [removed].

Please let me know if there is anything he can do to lift this ban! Thank you very much for reading.

Gaile Gray

#7 - July 9, 2013, 11:15 a.m.

I believe that our Fraud and Payments Teams could work with someone in this exact situation, but I cannot speak to the details of this because there are many times that this situation is claimed to be the issue, when it fact the customer him- or herself did a charge-back, and it had nothing to do with identity theft.

I recommend that your friend continue to discuss this matter with the agent who is handling his ticket. Perhaps he can include some of the communications he has had with the credit card company, to establish that this was a case of identity theft. The fact is, in most cases of identity theft, the credit card company will work with the customer to verify each and every charge: “Is this legitimate? Should we process it?” So it’s not common for a charge-back to take place without the customer actively approving it.

Again, please have your friend continue the discussion with the agent. It it’s 3+ days without a resolution, you can post it in the “Tickets for Review” thread stickied above.