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:12/20/2022

  Type:Customer Service 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.

  Hello, I was permanently banned by Nexon America for account sharing and am writing a ********************** complaint in hopes that Nexon can reconsider the ban be lifted or reduced in nature. The email for the NX account is*********************** and the ticket #******* I believe the severity of the ban is not consistent for a first time offense in account sharing and would greatly appreciate leniency from Nexon. I believe at the very least I should have a chance to explain what event is causing the suspicion that this account is shared because it is not. I am the only owner of the account, and I can answer whatever additional question is needed. Moreover, I responded to the questions and provided information to verify my identity. I have also provided purchase information to show that I have purchased all the NX from the most recently associated emails, which I have included in tickets and into this *** complaint. Nexon blocked access to my account without warning and I sent in a ticket to inquire for the reason. I was then asked by a GM to verify my ownership of the account, which I provided necessary information to identify myself. I received a response a few days later that the account had been permanently banned for account sharing. I tried to appeal the ban multiple times through the ticketing system by providing additional information to verify my identity and explain any suspicious activity. I have explained my email changes and I have explained my login activity from different location. I am at a loss for what else could be causing suspicions for account sharing. I have played this account for many years and spent thousands of dollars and this seems to have occurred out of nowhere. I expect at the very least to be given evidence for account sharing. Even so, I believe that the severity of a permanent ban is not warranted for a first-time account sharing offense.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/22) */ Hello, The sharing or trading of a Nexon account is a direct violation of the Terms of Service *****************************************, which resulted in the permanent access restriction for your account. Because ownership of the account cannot be linked to a single person, as more than one person has claimed ownership and provided critical account information, access to the account has been restricted. The ban will not be removed from the account. Consumer Response /* (3000, 7, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) What critical account information is the other person even able to provide? Has someone provided my email? I have screen shared my desktop to people on ******* before and someone may have written down the email or the account ID seen in the launcher. Is the person disputing the account able to provide any of the NX purchases in the last 90 days? Or the name of the items from the cash shop purchased? Or the dates those items were purchased? These are the requirements for account recovery that are stated on the nexon website and only I can provide this information. Is it possible for anyone to dispute and lockup an account from just knowing an email? Does this person even know the last time the account was logged into? I think it is unrealistic that someone can dispute an account that I have invested my blood, sweat, and tears into just based on topical information such as previous email. I have always vouched for Nexon as a company and this is incredibly surprising to me that someone is trying to compromise my account when this has been my account for over ten years. It seems like it is very easy for someone to recover accounts. It makes me think that anyone can have their account easily recovered and makes me want to warn my other friends about the security of their accounts. If someone has provided my old email or any information from it, I believe that it is unfair to use this as a means for account recovery. The same exact thing has happened in **********, as seen in this reddit post: *************************************************************************************************** The nexon recovery system is flawed and outdated as you can see from this post, you only need to know birthdate, previous email, and name. Moreover, previous emails can be looked up by anyone through a data breech. If anyone is trying to dispute the ownership of my account, then they are doing so through malintent. In my opinion, Nexon must consider more strongly the recent purchase history information which I provided in tickets, and I am highly doubtful that they are doing this right now. The contents of my old email may have been compromised and I rarely even pay attention or check it anymore. I can provide any information that nexon needs from the new email AND the old email to verify my identity, which I believe should weigh more heavily in verifying my sole ownership of the account. I am the only person who can provide critical information from both email accounts. There are bad faith actors in the community, and I have had my personal information doxxed and compromised. I believe this is also someone trying to compromise my account which has some of the current best in slot gears that I have spent thousands of hours of my own life grinding. It is incredibly upsetting and left me very distraught to have my precious account so suddenly taken away based off faulty account recovery. I love ******** as a game and it has been a part of over half my life, I met some of my best friends and want to continue to be a part of this community and be able to keep playing with them and supporting Nexon as a company. Business Response /* (4000, 9, 2022/12/27) */ Hello, We are not at liberty to disclose specifics on criteria or how we handle cases; however, we assess various account access details beyond email address and password, and includes a review done by multiple agents at different levels. Due to the Terms of Service violation, we will not release the ban placed on your account. Our stance on this matter is final.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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.

  Hi, I was banned from the Nexon game ********** approximately 2.5 years ago (June 25, 2020 I believe). After the ban I sent in a few appeals but was denied so I stopped sending in appeals. More recently (Last week), I was interested in returning to ********** and wanted to send another appeal hoping I could get unbanned and play again, but it seems like I have been blocked from using the support system and I am unable to create a ticket. I am sending this complaint through the *** because I feel like I was blocked from the support system for no reason as I only sent a few support tickets quite a long time ago and did not break any terms of service. I am also hoping I can get my account unbanned from **********, it's been over 2 years since I've played and was interested in returning to the game. It has been so long that I don't remember the ban reason I received or if I was even given one but I remember that I spent thousands of hours and dollars on the game and would love to try playing it again. If you need any more information feel free to contact me. Account Details: Server: **** IGN: ****** Account email: ********************* Thank You

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/28) */ Hello, The initially investigation of the account was done by multiple teams. The account in question was confirmed to have third-party hacking software detected and active during gameplay, which is in direct violation of our Terms of Service ****************************************** Additionally, the suspension from our support page was done as you had continually submitted tickets regarding the game ban, even after being warned that continual tickets is considered abuse of our support system. Our stance on this matter is final, and the game ban and support ban on the account will remain in place. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided is completely false. I have never used any third-party hacking software and at the time of the ban I was not even actively playing the game, I was logged in and afk just sitting in a town doing nothing. The suspension from the support page is also completely unreasonable as I was not sending many tickets, over a span of over 2 years I sent a total of maybe 5 or 6 tickets with a long time in-between them which I would not consider abusing the support system. I also know and have evidence that there were other players banned at the same time as I was and were given the same ban reason as me, and one recently got unbanned by befriending the corrupt community manager ******** who used their power to get a GM to unban their friend but not others who received the same false ban. I have attached evidence of this. It has been over 2 years since the ban and it was my first and only ever ban, I am simply asking to to be given the same opportunity as other players. Thank You Business Response /* (4000, 9, 2022/11/04) */ Hello, Below is a short summary of the tickets submitted to appeal the ban on your account: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Additionally, appeals for accounts to be released are done on a case-by-case basis, subjective to the reason for their ban. Your account is not eligible for release.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  Today I received an official email when my account was blocked, he told me that my account has been reported as being in violation of our Terms of Use and/or Code of Conduct. The reason is Confirmed use of third-party software that violates the ToS. I was asked a question by gm Gambaree when I was farming yesterday afternoon, and my account was permanently blocked when i was farming this morning. I still have this screenshot of what gm asked me yesterday when I ask them on what basis he judges that I have used third-party software, such as detecting an cheat code in my data? My computer is running suspicious software and other factors� This company can't provide any useful information, they don't have any proof at all, just because a game master thinks I violated so I got banned My computer is brand new, and I answered questions normally when I was in the little white house, but gm still thinks I used third-party software without any basis

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/15) */ Hello, The account in question was confirmed to have third-party hacking software detected and active during gameplay, which is in direct violation of our Terms of Service (https://www.nexon.com/main/en/legal/tou). All information and data relating to detection methods is proprietary information, and will not be provided. Our stance on this matter is final, and the ban on the account will remain in place. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) On the day my account was banned, I received an email, which clearly stated that I was reported by many people. After that, the long account was banned and passed manual review, which means that your account has no evidence or that you There is no direct evidence, such as third-party software detection code, please note that I was asked a question by a gm the day before the title, so it can be confirmed that you do not have any direct evidence that I used third-party software, all The evidence is all your guesses and experience Business Response /* (4000, 9, 2022/10/31) */ Hello, The action taken was not the result of being reported by players, and was placed after detection of third-party programs to affect gameplay. All information and data relating to detection methods is proprietary information, and will not be provided. The ban on the account will not be removed.

• Initial Complaint

  Date:08/28/2022

  Type:Sales and Advertising 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.

  Nexon Inc, Mabinogi has been a game I have been actively playing and supporting financially for years however in light of recent events have unfortunately been nothing short of a disappointment. On 2022/08/28 I have realize nexon mabinogi has intentionally created misleading advertisements in regards to the skill Enchant in order to benefit off the loss of a unaware player. In a player support customer ticket to nexon, their response was that "Depending on the result of an Enchanter's Burn, you may receive one, both, or none of the enchant scrolls of the burned item. A successful burn does not guarantee that you will receive both enchantments." While in game, mabinogi, the user interface clearly indicated a SINGLE success rate of 88% when using entrust enchant extraction without clear explanation of the consequences that 1 may be subject to the loss of an enchant scroll regardless of success. AND further more, within the skill description itself mentions NOTHING about enchant extraction itself. This is clear beyond doubt that nexon has intentionally hid such consequences only for unexpecting players to play into their false advertisement and ultimate lose their items, which in my case was an pillar exclusive enchant scroll with incredibly low chance of obtaining in game. I am hoping nexon america inc, mabinogi can come to a resolution with me in restoring my item to it's previous state prior to the enchant extraction or send me a replacement pillar exclusive enchant scroll because I had no clue there would have been such hidden consequences to what undoubtly appears to be a form of misleading advertisement prohibited by the Canadian competition act.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/07) */ Hello, We do agree that improving the forward-facing messaging for the Enchant skill and the Entrust UI would be beneficial to player experience. However, our investigation into the success/fail rate appropriately succeeded with the first enchant and failed with the second. You demonstrate that you know the Enchant system well enough to obtain the highest probability for receiving a successful burn (88% is the maximum success rate). We understand that you are displeased by not having two concurrent successes with this success rate, but we cannot provide you with the enchant scroll that you are requesting. Consumer Response /* (3000, 7, 2022/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is the fact that the lack of an adequate skill description caused a very real financial loss in what otherwise would have been a risk I would not have taken had I known. In addition, there were no demonstration of concurrent success or failure in the case of an enchant extraction from the user (me) standpoint which further goes to show the lack of transparency of the enchant skill in question. If the above doesn't convince you that your product and advertisement is at fault and that I should be compensated then you are without a doubt acknowledging that you are at gain by subjecting your players to a unreasonable, unfair play by withholding vital information. Simply sayin your product could benefit from an update doesn't change the fact that all the players up to date, myself included faced the consequences to what I am feeling as malicious intent. If it is not, prove to me by issuing an enchant replacement. Thank you, Business Response /* (4000, 9, 2022/09/20) */ Hello, The Game Team has reviewed your feedback and plans to revise the text descriptions for the Enchant skill and Entrust UI in a future game update. While we understand you are displeased that you did not receive both Enchant Scrolls with a high success rate, we cannot provide you with the enchant scroll you requested since the system is working as intended.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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.

  Hello Nexon, I agree I used other software while playing maplestory back in the day. It was few years ago already. I really want if nexon can give me other chance for back in the games please. I waited so long time for unban or forgiveness. However my account is even ban for submitting ticket. So I leaving a massage here to second chance for coming back to the game.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello, The initially investigation of the account was done by multiple teams. The account in question was confirmed to have third-party hacking software detected and active during gameplay, which is in direct violation of our Terms of Service ******************************************* Our stance on this matter is final, and the ban on the account will remain in place.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  Game : Vindictus Banned since 11/11/19 Account Information Email:************************* Nexon Tag: *********** Two years ago I have been banned from Vindictus' anti-cheat program. It detected an illegal program which I accidently turned on. The program was*************. I have sent multiple tickets to get an appeal for this issue but I have received repeated answers. I have asked for a higher up employee to respond to my ticket but I get the same response. I have spent probably thousands of dollars on this account. I did not have any plans to use ************ on Vindictus. I would like this account unbanned please. I have been playing this game for about 7 years on this account. I can offer additional information if needed.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello, An additional review of your account took place with several teams. The account in question was confirmed to have third-party hacking software detected and active during gameplay, which is in direct violation of our Terms of Service ****************************************** Our stance on this matter is final, and the ban on the account will remain in place.

• Initial Complaint

  Date:08/18/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  On 8/16/2022, my party and I cleared the boss black mage. Due to a line of text buried in the patch notes of the Destiny update, we went into the 4th part of the boss and did not break the crux, because previous to this time we were able to enter p4 without it counting as a clear. This time, it did count as a clear however. So, my party and I all submitted tickets not even asking for the intense power crystal, boxes, or other drops, but to clear the boss count for the month so we can clear again. Nexon GMs responded with no. So, we then asked for the black mage remnant and were also told no. This is unacceptable, as the black mage remnant does not have any value to any other players but the players that cleared the boss that day. We were told nexon was "unable to reissue potential loot that may hypothetically have dropped from an unopened Genesis Crux" even though the remnant is a guaranteed drop from the boss no matter what. So we werent even asking for anything else but the untradeable remnant. I was then hit with this line: Additionally, players are responsible for ensuring that they open boss reward chests and pick up any items that drop before leaving the reward room. Player Support is unable to grant any items that were inadvertently left behind by the player. This includes any Black Mage Remnants. Now, this is clealy also unacceptable because the change was not highlighted or enforced on the very large amount of patch notes we were given.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/27) */ Hi there, I do apologize for any inconvenience this issue may have caused you and your group. Your feedback has been noted, and forwarded over to the appropriate teams for review. Unfortunately, we are unable to grant the Black Mage remnant as the Player Support rep mentioned in the ticket you submitted. Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The remnant is a guaranteed drop from the boss, and the recent patch notes denote a correction to their mistake. This is still fixable, and if the business wants my continued financial support (I maintained MVP red since it came out up until a few months ago) they will be lenient in this instance.

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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.

  On August 1 2022 my account was permanently banned in a ban wave from the game ***************** employees. I have spent several thousands of dollars on this account and many years now, and when I appealed my ban I was merely given a copy pasted answer with no thought behind it stating that my account would stay permanently banned. However looking into it among the other players that were banned, many were given a simple 30 day period rather than the loss of the entirety of their work on the game. I can't even press further into the matter as the customer support employee's were quick to tell me any further inquiry on the account/ban would result in a ban from even contacting their support. I have never broken TOS before and admitted my fault and explained the mistake however I'm still immediately given a permanent ban. I feel like the employees working at Nexon are very unprofessional and show favoritism, there have been cases even of GM's hacking in items (that are very hard to obtain) and giving them to certain players. I would like to request the contact of a GM (preferably not ******************** as they've only ever given me robotic replies) to consider a lesser sentence as I find it extremely unfair how much I've given the company without issue only to immediately be sentenced to the harshest punishment while others get away with much less for the same issue. I even had a premium service which I paid for running for three months and I couldn't even get a refund for it despite the fact I will never get the benefit of my remaining time

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/09) */ Hello, An additional review of your account took place with several teams. The account in question was confirmed to have third-party hacking software detected and active during gameplay, which is in direct violation of ********'s Terms of Service ****************************************** Our stance on this matter is final, and the ban on the account will remain in place. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, as was the case with the other person banned however they received a 30 day ban rather than a permanent one like myself. Why are they so different if not favoritism or poor customer service Business Response /* (4000, 9, 2022/08/11) */ I can't discuss the actions taken on other accounts with you. As mentioned previously, our stance on this matter is final, and the ban on the account will remain in place.

• Initial Complaint

  Date:07/16/2022

  Type:Customer Service 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've been a player and supporter of Nexon since 2006 and have been having issues that have left me very frustrated with the staff working on Mabinogi. Several years ago they banned my account, their reasoning being I compromised someone's account which I only learned recently because it's so difficult to get a non automated response from them. So I sent in a ban appeal ticket to explain that I was not compromising anyone's account, it was a friend's account and permission was given and agreed upon by both parties. However the support staff continues to tell me that my appeals are being ignored and won't respond to my concern and attempts to prove that the ban was a mistake. At the very least give me a slap on the wrist, not a permanent ban...it's been 5 years now. I've seen others get away with actually game/player damaging things. As someone who spent over 7 years and many thousands of dollars on the account, to get banned over essentially nothing (it harmed no one, it was planned by both parties involved, it didn't affect the game etc) it feels as though I have been majorly scammed. I have now sent in many tickets because of this frustration and injustice with no results other than the automated replies and ignoring of my attempt to prove anything. I'm extremely depressed with the customer "support" received thus far, they've even become snarky with me and it feels very unprofessional. Some genuine help regarding my issue would be appreciated because as it stands the company just seems like one big scammer to me now. Tldr - I was banned for a TOS which I can prove didn't happen/is a misunderstanding on their part, and they continue to ignore me thus wasting my 5 years played and ********* of dollars spent, for no real reason.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello, We received a report in 2018 from a player who claimed they were hacked and items removed from their account. After a thorough review, we found that you were involved and benefited from the account takeover. Regardless of your reasoning, the actions taken violate Mabinogi's Terms of Service (***************************************). Due to the nature of the violation that the owner of the compromised account reported, we will not be releasing the permanent ban placed on the account. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have been trying to explain to customer support only to be ignored repeatedly, it was agreed on by both parties that I would log into the account for her. I have even asked if having the player ****** who is the person you're referring to send in a ticket to explain that this was a mistake etc would help clear my name of the issue. The issue you mention would not be an issue in that case and a misunderstanding as I have been trying to explain. She's a friend and I can have her explain ASAP Business Response /* (4000, 9, 2022/07/22) */ We do not typically discuss the tickets submitted by other customers, but the other person involved did submit a ticket; however, they made no indication that this was an agreement on both sides. Regardless, our stance on the matter is final, and the ban placed on your account will not be released.