ComplaintsforNCsoft Corporation

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  Hi, My name is ***, I used to play "Blade and Soul" online mmorpg game with my friend back in 2017. I quit playing because all my friends were leaving the game. This year, I was trying to get back to the game and I realized that my account was not able to be logged in. I contacted NCsoft **************** a dozen of times and they couldn't solve my issue. and the last ticket they emailed me the following "We have reviewed this account and found it participating in, or directly associated to actions that violate our operating policy. Therefore, this account has been closed and is ineligible to be reopened for any reason, under any circumstance.The decision to close this account is final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response." This is unacceptable to me. First of all, I think they were being lazy and did not want to solve my issue, Secondly. I know I did not do anything that violate their policy. I was able to login and play the game until I decided not to play. I do not even know when my account was banned. please help. I believe this is a violation of my right. I will attach an image showing the email they were sending me. I personally stopped playing the game back in 2017, but NCsoft was still sending me emails about my character ***** back in 2021. How come I violated their policy if im not even participating in the game? This is unbelievable.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  At some point, around October 2023 (possibly earlier), I stopped being able to log into my account on *********************** website. This has happened before a few years prior and it was resolved by contacting support to reopen the account, which was closed due to my account being compromised (to prevent further activity being conducted by the account is my guess).Because I am not given any explanation other than that I apparently violated their terms of service, they are not extending me the same courtesy that they did before despite the fact that the same thing has happened in the past which was again this time around, through circumstances out of my control.What's more is that I have not played any of their games in years, so I have no idea what I could have possibly done to warrant a ban. All I've been doing lately has been redeeming the codes I get for their games (Lineage 2, ************* etc) from Amazon Prime Gaming.On top of this, in my initial communication with their support, they say that I am not banned (file: "Gmail - Not banned 11-7-23.pdf") and that it is likely due to a browser or VPN error, but the problem persisted regardless of the device or browser I was on, and I do not use VPNs. When I asked again nearly a month later, (file: "Gmail - Banned 12-6-23.pdf") they turn around and say that I am in fact banned and refuse to give a reason why. I mentioned that something similar has happened before, yet they insist that whatever it was that I apparently did has been reviewed and confirmed and that the ban would not be lifted (file: "Gmail - Banned 12-11-23 (2 tickets).pdf").Left without any other options, I am filing this complaint in hopes of at least getting back the $99.99 I spent in 2016 on their ************ deluxe edition, though ultimately I would just like to have my account reinstated in which I plan to further secure to prevent anything like this from happening again.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I have filed a complaint against their staff when they did not resolve my complaints and just dismiss my complaints without further escalation process.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I WAS PROMISED A RESTORE ON A WEAPON IN gAME lINEAGE 2. THE NEXT DAY THEY DECIDE TO CHANGE THERE MIND..THEY MUST HAVE MADE A MISTAKE..THE PROBLEM IS I SOLD MY ITEMS KNOWING I GEWT NEW ONES AS PROMISED.THEN TODAY THEY TELL ME SORRY WE MADE MISTAKE AND CAN SEND YTOU NOTHING...ADDITIONALLY I PAY A MONTHLY FEE FOR PLAYTIME.. THE **** MONITORS ASK ME TO STAY LOGGED OFF UNTIL RESTORE IS MADE AND I LOOSE TIME I PAY FOR.I JUST WANT WHAT WAS PROMISED OR ITS EQUILIVENANT.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I had 400 charges from this company that i have no idea who this company is or what is doing. This is unacceptable. I want my money back, I dont play games at all.I have one charged of ****** on 28/04/2023 and 2 on 09/05/2023 of ******. I dont understand how this company is still alive after stealing so many money and i see posts from 2006 with same complaints really how this company still exists i dont know.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is in regards to the many innocent players affected by a sudden ban wave of November 2022, following the 15th's weekly maintenance, in the game ************* NCWest's support issued unfair bans to players who were playing on unmodified game clients during that week under the guise of "banning players caught cheating elsewhere in the game", as stated in a post by the current community manager. [Not in relation to cheating taking place during their Windwalking Race Event] Screenshot of this post is provided. The player of ticket #******** (paying customer and veteran, no infractions for 6 years) in this complaint was affected and improper procedure was followed, immediately blacklisting the player from getting any further support even as he had never cheated in the game. Many more reports of players being banned unfairly surfaced around this time, all not cheating at the game and playing fairly. Such cases also include #******** (account was restored, NC admitted to wrongful ban), word of mouth cases in the game, and now a new case is known from an anonymous player whose account was restored by a Senior **, who also admits to a wrongful ban. Screenshot included. Subsequent tickets with proof of innocence were ignored. Tickets #******** and #********. No actual evidence was given for the player's sudden ban other than "3rd party and automation", so a ticket was submitted with video proof of normal gameplay containing the player and was absolutely not reviewed. Ticket #********, incorrectly handled by ** Pyriel.Instead of forwarding the case to a senior **, the ** ***** decided to close the account immediately. After the many reports of banned accounts for that week, they decided to instead double down on banning players instead of admitting wrongdoing. There are only known cases of players playing the game fairly affected by these bans, likely from false positive of the anticheat, which is why some got their accounts back but others didn't due to mishandling.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account for Linage 2 Classic NCsoft was wrongfully closed. I lost all my items that I purchased from NCsoft for the game. I was accused that I was using bot in the game. Obviously I wasnt. I want my account to be unlocked or return all my money that I spent on NCoins for advancement of my toon. Support fully corrupted. GM in game have a kickbacks in game and provide protection for people who provided kickbacks. People who favored by GM fully using bots and other illegal actions without any discipline actions. Case *************************************************************** I demand my money back that I paid with a PayPal during my play or unlock my account.

  Business response

  01/05/2023

  Hello ***************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #********.
  
  Our team will conduct an additional review of the issue and reach out to you shortly.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer response

  01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was permanently banned for a first offence without warning not taking in consideration all the work and dedication I've put into it . over **** hrs played to achieve the status in-game all done legitimately.The responses were copied and pasted without any semblance of humanity, understanding, or compassion for the situation, and horrible company to deal with I would not recommend anyone doing business with them.

  Business response

  12/14/2022

  Hello *********************,
  
  Thank you for contacting NCSOFT ************* through the **********************. After review, I was unable to locate any support ticket in our system under the email address provided. For me to review this issue further, please provide the ticket number starting with a "#" which corresponds to the request you refer to.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer response

  12/14/2022

  Complaint: 18530908
  
  I am rejecting this response because: the issue requires further investigation. here is the case/ticket number i was provided in the emails: #********
  
  Regards,
  
  ***************************

  Business response

  12/23/2022

  Hello *********************,
  
  Thank you for the additional information. I have reviewed your support ticket #********.
  
  After review, I can only reiterate what was communicated to you by our support team on the 12/5:
  
  "This message is being sent to notify you that your account was found participating in real-money sales of Aion characters, items and/or account. This activity may include advertising these sales, delivering the assets to the buyer, gathering the assets for sale, or the use of your account by an employee of a company that sells in-game assets for real money.
   
  These sales are strictly prohibited and in violation of the User Agreement and Rules of Conduct. Due to the severity of this violation, the account has been closed permanently.
   
  For your reference, I have included links to our User Agreement and Rules of Conduct below.
   
  User Agreement: https://*****************************/en-us/legal/ncsoft/user-agreement 
  Rules of Conduct: https://us.ncsoft.com/en-us/legal/ncsoft/code-of-conduct "
  
  Please note that this issue has been reviewed by multiple agents, including supervisors.
  
  
  Kind regards,
  NCSOFT Customer Advocate

  Customer response

  12/27/2022

  Complaint: 18530908
  
  I am rejecting this response because: severity? I was never shown any prove that I was involved and even if there were proof of this it was a first offence of the kind. its not like it was in anyway worst to the experience than the incompetence of your staff when dealing with hackers or bots farming all day with out any action taken against those accounts. Like i stated i earned everything in the game and would like a review by someone who know what that means 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello on August 11th/12th my account with ************ was suspended due to suspicious account activity apparently. I have contacted Support of course to try and get my issue resolved, they asked for some information and I provided them with all the information they had asked for. It was simply a billing issue that had happened. My bro bought me some stuff on my account but I was not thinking about it at the time and it flagged my ingame account and now suspended. I am not receiving support responses so I made a new account and submitted a new Ticket so I can speak wit the GM's, however they are overlooking that I said I made the new ticket because i am not receiving their emailed responses. this is what ************* said to me "Hello,After reviewing this request, it seems that we have already addressed your concern on a different ticket that you have sent to us.If you have any other concerns, please respond to only one ticket thread to avoid confusion.Sirc NCSOFT Support Team"This is what my ticket says Hello, I made a new account because I am not receiving any email responses from you guys at all.I am trying get my other account out of suspension! On August 11th my bro had buy me Premium and attempted to buy me ***** but it was flagged by system am now suspended because of it. I did not obtain the ***** because the transaction did not go through, but I did get the Premium.I am really saddened by this situation of this mistake.Here's some reference numbers: ********, ********, ******** All my information is provided there.Account Name: Feniax aka Kwinera Date of Birth: 11/12/1983 Last four Digits of cc: **** (this cc was used to buy the premium and attempted ***** on august 11th)PayPal Transaction ID: 4FC14431CP448231J(back in march)*************** I understand now letting anyone else but myself make purchases is not allowed. I only ask now that you guys will lift my suspension from my account as all I want to do now is play the game.

  Business response

  08/26/2022

  Hello ***********,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #********, and other associated tickets.
  
  After review, I can only reiterate what was communicated to you by our support team on the 8/23:
  
  "Please understand, while we believe that you have been playing the account, the fact that there is a history of different email addresses, different billing information and different names associated with the account gives indication that the account is possibly shared, sold or traded. Furthermore, you cannot provide the date of birth listed on the account.
   
  We can certainly refund the last order (O202208123941544) if you'd like for us to, but the block is in place due to the evidence listed above showing a history that the account is not secure. If you'd like for us to move forward with removing the block, please provide as much as the information below as you can, as well as any information on the history of the account (who created it, what was the original email address, who else has played the account...etc):
   
  What names are associated with past purchases? (First and last name of payment owner)
  List as many previous email addresses as you can that have been associated with the account
  If you created the account with someone else, what is their birthday?
   
  We look forward to your response and how to proceed."
  
  
  Kind regards,
  NCSOFT Customer Advocate

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parent ******* of ********* I bought Guild Wars 2 and purchased some in game purchases amounting to about $500 in 2 months. They terminated my account and closed it down for no reason. They wont give me an answer. I am disputing the charges through my credit card ******* and I am filing suit in court.

  Business response

  07/20/2022

  Hello ***********************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******, and other associated tickets.
  
  As mentioned by our support team, your "account, as well as several alt accounts, were found to be associated with previous accounts that were closed due to repeat violations of our Rules and Policies.
   
  Due to the severity/repetition of the violation, we have permanently closed all associated accounts.
   
  Below I've included some links for your reference.
   
  User Agreement: https://******************/en/legal/guild-wars-2-user-agreement/
  Rules of Conduct: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/"
  
  Because of the above, and multiple threats made to our staff in the above ticket (see below), our team will not reopen this account:
  
  Threats made by you to our support staff: "Also let it be known that if I see any of you, I will stomp your head into the ground and put you into a 6 foot hole. I will f****** end your life. I know where every single one of you live and you have made the biggest mistake of you life. You all are a bunch of p**** a** b****** and you need to be shot in the f****** head."
  
  
  
  Kind regards,
  NCSOFT Customer Advocate

*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. ↩