#7 - March 31, 2014, 7:36 p.m.
The forum can’t help you with this, only Customer Support. You can look through some similar threads to get an idea of what might happen. Good luck.
Well I posted here since the staff is replying and I would love to hear what they have to say since I am afraid of buying gems on this account in case something like this would happen again. I would also like to know why they treat their customers like crap, as long as you give them money everything is fine but as soon as there are small problems they don’t even help you to fix it.
Reversing a payment isn’t a small problem. I understand to you it’s a small problem. But to big companies, it’s actually a lot of work and costs them a lot of money in the end. It’s also a way that people have used to commit fraud. Charge money to a card. Account gets gems. Reverse money on card. Gems are on account. Now when money is reversed, it costs the company the money they cost, but if they gems were already used, they have to go in and take back the items, which if they were converted into gold, they have to find the gold, and as you can see, it can become and extremely painful process. It’s just easier for them to completely close the account because of all the costs associated with the charge back. I’m not saying this was the case for you, but sometimes, it’s due to fraud, so when it’s fraud, it’s just easier to close everything and just be done it with all.
You would most likely just be told to update the ticket, but if it’s been a very long time, you’ll have to recreate a ticket and start over, only because it’ll be hard for them to even find the old one. In this case, you can’t blame Anet for their rules when it really was Paypal’s fault. If anything, you need to blame Paypal here.
Hacked accounts are being rolled back just right before the incident happened, pretty sure that the same could have been done here with a few clicks?
I don’t understand how the company loses the same amount of money that Paypal charged back, doesn’t make sense to me.
Account restorations — “roll backs” — are offered only for compromised accounts. Not for payment issues, or accidental deletions, or even scams. This issue does not involve an account compromise, and I’m sure you already pursued and were given the appropriate answers at the time of the event.
I admire the comments above, as they are very accurate. What is “only $10” for you is a multi-billion-dollar problem for companies and corporations. And policies need to be developed to prevent fraud, abuse, scamming, and other nefarious behaviors.
I’m real sorry if somehow the third party payment provider caused this issue, but I cannot see that there is a way for us to remedy it. You’re welcome to submit a ticket if you’d like to discuss in more detail.
