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[account issue?] Sudden inexplicable account ban after buying Zen through Steam

themariethemarie Member Posts: 1,055 Arc User
On 2/24 I put $10 into the game through my usual method, through Steam. Inexplicably my Zen was account-bound and I discussed it in Zone with folks and found out this is a fairly routine "working as intended."

Logged out to go to work, came back at the end of my shift, signed in through the launcher "This account has been banned."

No warning, no indication of anything gone wrong, nothing. I have multiple tickets open but no reply other than a request for account information.


I'm told that the Zone chat auto-account-bans people for using $ characters and discussing ZEN transactions in an effort to reduce gold-trading. If this is the case that would explain what happened and a review of what happened needs to take place along with a full restoration of my account.

If it's a Steam related glitch related to the Zen transaction then it needs to be resolved as well.

Today is 3-2 and I am still sitting here account-banned. Without any sort of movement from the ticket folks I am left with a bad taste in my mouth. 10 years of gameplay and this is how you folks do it?

I want an answer at the very minimum, if not a full restoration of my account. Without any movement from support I'm left with asking for support on the forum here.

Comments

  • angrytargangrytarg Member Posts: 11,016 Arc User
    You should contact support by phone or email. If you speak directly to a customer service person you might get a quick answer. Alternatively, you could try and contact our community rep Kael, that usually works as well.​​
    lFC4bt2.gif
    ^ Memory Alpha.org is not canon. It's a open wiki with arbitrary rules. Only what can be cited from an episode is. ^
    "No. Men do not roar. Women roar. Then they hurl heavy objects... and claw at you." -Worf, son of Mogh
    "A filthy, mangy beast, but in its bony breast beat the heart of a warrior" - "faithful" (...) "but ever-ready to follow the call of the wild." - Martok, about a Targ
    "That pig smelled horrid. A sweet-sour, extremely pungent odor. I showered and showered, and it took me a week to get rid of it!" - Robert Justman, appreciating Emmy-Lou
  • themariethemarie Member Posts: 1,055 Arc User
    angrytarg wrote: »
    You should contact support by phone or email. If you speak directly to a customer service person you might get a quick answer. Alternatively, you could try and contact our community rep Kael, that usually works as well.​​

    Phone? Where do I locate the phone number if such a thing does exist.

    And what is the quickest way to get in touch with Kael?
  • angrytargangrytarg Member Posts: 11,016 Arc User
    edited March 2020
    themarie wrote: »
    angrytarg wrote: »
    You should contact support by phone or email. If you speak directly to a customer service person you might get a quick answer. Alternatively, you could try and contact our community rep Kael, that usually works as well.

    Phone? Where do I locate the phone number if such a thing does exist.

    And what is the quickest way to get in touch with Kael?

    That depends on where you are. There should be a customer service for your country. I found 650-590-7700 (US?) after a quick search, maybe that helps. Otherwise, it's support@arcgames.com.

    You could write a PM to kael or ping him via @ambassadorkael#6946 - although he is probably pinged a bazillion times a day... Sorry Kael!​​
    lFC4bt2.gif
    ^ Memory Alpha.org is not canon. It's a open wiki with arbitrary rules. Only what can be cited from an episode is. ^
    "No. Men do not roar. Women roar. Then they hurl heavy objects... and claw at you." -Worf, son of Mogh
    "A filthy, mangy beast, but in its bony breast beat the heart of a warrior" - "faithful" (...) "but ever-ready to follow the call of the wild." - Martok, about a Targ
    "That pig smelled horrid. A sweet-sour, extremely pungent odor. I showered and showered, and it took me a week to get rid of it!" - Robert Justman, appreciating Emmy-Lou
  • themariethemarie Member Posts: 1,055 Arc User
    Left Kael a message and I'm getting in touch with them via email next. The phone number is for billing support and I don't think they can help with this.

    Thanks for your help so far...!
  • themariethemarie Member Posts: 1,055 Arc User
    Resolved --Anti-gold-selling measures were triggered by a routine Steam transaction, which is utter bull* but that's just part of the whole "working as intended" mantra at Cryptic/PW.

    One should not be banned from a game for using a CC through Steam to pay for currency in game. That's just... not even remotely funny. Literally steal my money, lock my account and not say a damn thing until I crack enough heads together.

  • angrytargangrytarg Member Posts: 11,016 Arc User
    Glad to hear it has been resolved. Did CS help you or did Kael? Might be good to know who you have to talk to
    lFC4bt2.gif
    ^ Memory Alpha.org is not canon. It's a open wiki with arbitrary rules. Only what can be cited from an episode is. ^
    "No. Men do not roar. Women roar. Then they hurl heavy objects... and claw at you." -Worf, son of Mogh
    "A filthy, mangy beast, but in its bony breast beat the heart of a warrior" - "faithful" (...) "but ever-ready to follow the call of the wild." - Martok, about a Targ
    "That pig smelled horrid. A sweet-sour, extremely pungent odor. I showered and showered, and it took me a week to get rid of it!" - Robert Justman, appreciating Emmy-Lou
  • themariethemarie Member Posts: 1,055 Arc User
    Combination of phone-calls and emails to folks outside of the normal customer service "experience."

    My account was literally banned for buying ZEN through steam. Most amazing cluster**** I've ever experienced.

    Even more unacceptable was the fact that they can't tell me WHY that was even possible.
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