ComplaintsforNCsoft Corporation

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was wrongly charged 4 times and can not get anyone from this business to respond to me

  Business response

  06/13/2022

  Hello *******************,
  
  Thank you for contacting NCSOFT ************* through the **********************.
  
  Charges occur whenever you purchase one of our games, make an in-game purchase, or buy additional content for an already existing game account. If you have charges on your billing statement from us that you do not recognize, wish to dispute, and would like to be refunded, please send an email to ********************************* as I haven't been able to locate any support ticket under the email address provided.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/20/22 my aion account was fraudulently actioned claiming I broke the game terms of service and content I earned/ spent $ on was removed.My account was mass reported and the in game action mechanics were exploited to attempt to get my account banned.I have not been online to do said actions on the account outside of actions that were only pve instances, dredge etc.In the email provided it states final warning when I have never ever had any violation on any gaming account.The mechanics of the game are also broken, ncsoft continues to do things that both contradict the terms of service along with playing favorites and not taking actions against account selling, and other players with videos of them ap trading and exploiting.Ncsoft needs to remove account strike / action from pho account and ewok account. If actions are not taken to correct said mistake via BBB and trade complaints then further legal action will be taken.

  Business response

  03/02/2022

  Hello *************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #******** and other associated tickets.
  
  After review, and as mentioned by our support team in the above ticket, "We have reviewed this account and found it participating in, or directly ***** Trading. ** an effort to maintain a safe and fun environment for all of our players, this account has been suspended for 14 Days. The decision to suspend your account for (14 Days) is final. That being said, we can only advise you to wait for the suspension period to end on March 07, 2022." Our teams have thoroughly reviewed this incident and confirmed their initial findings.
  
  Regarding your comment about this being a final warning, this is because of the severity of the incident. Any such activity will trigger a final warning being sent to the account owner, and further violations of our rules may result in the permanent closure of your account.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer response

  03/02/2022

  Complaint: ********
  
  
  I am rejecting this response because: I never violated the terms of service and provided proof of the ap gained on my account along with others.
  
  I was a 1 star officer for 3 months nearly so there forth wasn't getting any ap at all.
  
  Please provide dates and times of incidents, as there is no way this in fact happened
  
  
  Regards,
  
  
  *********************
  

  Business response

  03/15/2022

  Hello *************,
  
  Due to security reasons, we do not provide the evidence you are referring to. Please understand that this incident has been reviewed by Senior staff as a sanity check, and the sanction applied to your account will not be removed. In any case, the sanction has been lifted since as explained in the original notification which was sent to you by our support team.
  
  Please contact our support team if you have any additional questions.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertising, failure to complete services Event occured on 28 DEC NCSOFT has a paid service where you can pay the company to recieve extra electronic items for their computer game, Lineage 2. After playing the game where the goal is to kill as many eligible monsters on the account as possible within a given time period to recieve the extra awards. Besides killing a lot of monsters, you also need to pay the company the opportunity to compete for the extra rewards.When i claimed the rewards, i found that the items cannot be transfered within the account despite what is claimed on the advertisement. I contacted the NCSOFT staff and they refused to help me despite what is shown in the adtervisement that these items are available to the account.NCSOFT refuses to honor to transfer items that were paid for

  Business response

  01/06/2022

  Hello *****************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #********.
  
  After review, and as mentioned by our support team in the above ticket, these items can be claimed by any character on your account. Once such an item has been claimed, it cannot be transferred to another character. Transferring these items to another character is not a service that we provide or was advertised.
  
  If you have any other question, please don't hesitate to contact our support team at https://support.lineage2.com/hc/en-us.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged 2 times $2.55 on Nov. 2, 2021 I never authorized that charge on my account. I don't play games that you have to pay that was on GOOGLE*NCSOFT. On Nov. 1, 2021 I was charged $1.08 I never authorized that charge and that was on GOOGLE*SEM MOBILE. And again on Nov. 1, 2021 I was charged $2.77 I never authorized that charge that was on GOOGLE*NCSOFT. that was a total of $8.95 charged on my Account that I never authorized. I would love to get a refund for this money because I can't get a hold of this company for nothing. Thank you very much. I would appreciate it. Have a good day.

  Business response

  11/16/2021

  Hello *************,
  
  Thank you for contacting NCSOFT ************* through the **********************.
  
  After review, I haven't found any support request about this issue in our system under the email address provided. If you have contacted our support team about this issue, please provide me with a ticket number (which starts with #), or contact our support team via ********************************** and they will be in touch with you as soon as possible.
  
  Please note that if the payment method holder or a member of their household did not make a purchase involving one of our games, then it would seem that their billing information was used fraudulently.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer response

  11/19/2021

  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

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an UNauthorized charge to my account. I was hacked by someone who charged my card over 2100$ and left me with -7$. My bank has been trying to contact this company and ******* This wasnt my charges or my account to authorize. I was hacked and no one is getting back to my bank. I need my money back.

  Business response

  11/16/2021

  Hello ***************,
  
  Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #******** and other associated tickets.
  
  After review, I can only reiterate the response sent by our customer support team: 
  
  "Regrettably, after running extensive searches using the information you've provided, we can confirm that no purchases were made for any of our PC titles. As you provided ******* *NCSOFT" with your report, we can confidentially determine that these reported charges are for one of our mobile games. As we do not directly process these mobile payments, we recommend that you directly reach out to ****** Support for information pertaining to what was purchased, as well as request any information pertaining to the information entered at the time of purchase. ****** [Pay] Support will have the means to run an extensive search on the card which was billed. The following URLs should provide assistance for these claims:
  
  https://support.google.com/googleplay/answer/2851610
  https://pay.google.com/payments/unauthorizedtransactions"
  
  Please note that if the payment method holder or a member of their household did not make a purchase involving one of our games, then it would seem that their billing information was used fraudulently.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had filed a previous complaint against this company, but due to not receiving the proper paperwork necessary from my card company and police department, the complaint was closed. I have attached ALL of the needed documents. On 9/03/2021 NCSOFT fraudulently deducted $792.92 from my social security debit card account. I did NOT authorize these transactions in any way. I have never dealt with or heard of this company until 9/03/2021 when I contacted my card company asked why I did not have funds to pay my bills! I have disputed these fraudulent charges with my card company, and filed a police report. I have contacted ****** to no avail, and I have contacted NCSOFT to no avail. NCSOFT asks for personal information that I refuse to give as advised by social security, police department and my card company. I have researched this company and it has a ridiculous amount of fraudulent charge complaints exactly as mine!! I want this resolved and this company held responsible for their fraud!

  Business response

  10/27/2021

  Hello ***************,
  
  Thank you for contacting NCSOFT ************* through the **********************. As mentioned in response to your previous complaint, I am unable to find any support request in our system under the email address provided here. If you have a support ticket number (they start with a # followed by a series of digits), I would be able to review it. If not, please contact us via *********************************** For security and privacy reasons, we do not offer one on one support via the BBB.
  
  Please note that if the payment method holder or a member of their household did not make a purchase involving one of our games, then it would seem that their billing information was used fraudulently.
  
  Thank you.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer response

  10/28/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  I have contacted your company by email ******************************** and also by your fraud phone number ************* and yet to hear anything aside from an auto email with request number ********. As I stated before I am the only one that had ever had personal access to the card, and have never heard of your company nor have I ever played your games. I did not in any way authorize any of these transactions. The only fraud committed was by your company hacking my account and unlawfully making this transactions!
  
  Regards,
  
  
  *************************
  

  Business response

  11/05/2021

  Hello ***************,
  
  Thank you for providing me with this information. I have reviewed your support ticket #********. At this point, I can only reiterate the information provided to you in this ticket:
  
  "As we do not directly process these mobile payments made through ******* we recommend that you directly reach out to ****** Support for information pertaining to what was purchased, as well as request any information pertaining to the information entered at the time of purchase. ****** [Pay] Support will have the means to run an extensive search on the card which was billed. The following URLs should provide assistance for these claims:
  
  https://support.google.com/googleplay/answer/2851610
  https://pay.google.com/payments/unauthorizedtransactions"
  
  I also want to reiterate that if the payment method holder or a member of their household did not make a purchase involving one of our games in this way, then it would seem that their billing information was used fraudulently.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer response

  11/08/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I have already contacted ****** and they said it's NCSOFT's responsibility to refund my money. I have continuously tried calling your fraud line, and get a voicemail, but never a call back. I've continuously emailed your fraud department to no avail. AGAIN, I have never played any of your games/apps, and I did NOT make nor authorize any of these transactions. Because you have drained my social security account, I have been unable to pay for my rent, bills, and life sustaining medications and medical equipment. I just want your company to stop the run around and honor my refund.
  Regards,
  
  
  *************************
  

  Business response

  11/16/2021

  Hello ***************,
  
  Please note that we do not provide phone support at this time. All support inquiries are handled via email. For context, your request #******** was last updated on the 11/1 when our support team responded to your inquiry.
  
  I understand the gravity of your issue, and would love to be able to do more. Unfortunately, we do not have access to these transactions as, as mentioned earlier, these purchases were made through ******* ****** should definitely be able to assist you with your issue via the below links:
  
  https://support.google.com/googleplay/answer/2851610
  https://pay.google.com/payments/unauthorizedtransactions
  
  Once again, I need to reiterate that if the payment method holder or a member of their household did not make a purchase involving one of our games in this way, then it would seem that their billing information was used fraudulently.
  
  Kind regards,
  Baptiste Despois
  NCSOFT Customer Advocate

  Customer response

  11/18/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  You say your company has no access to these transactions, but yet you were able to fraudulently make all these transactions to my account? Again, I nor anyone else except your company made these transactions. I am the ONLY person who had access to my card, and as I said, I have NEVER played any of your mobile/computer games nor have I ever had any or your apps. I have contacted ****** and they said the transactions were fraudulently made by YOUR company, and therefore it is YOUR company's responsibility to refund me. I have sent you copies of all 64 transactions, and it clearly shows that NCSOFT made the transactions. If your company can hack into someone's social security account then you can most certainly refund these transactions.
  
  Regards,
  
  
  *************************
  

*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. ↩