Blizzard Entertainment Inc

We appreciate your report and wewill investigate the matter with our Support staff.   If we discover any violations of theBattle.net Terms of Use, we will take appropriate actions.  However, we cannot discuss the details of ourinvestigation nor can we disclose what actions we take on other players’accounts.  Lastly, please note that Blizzard reserves the right tochange World of Warcraft character names that do not adhere to the guidelinesset forth in the Naming Policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In the United States it is unlawful to impose punishment on a Individual without first reviewing the complaint, not after. See you in Court Blizzard, and if that dont work, ill be glad to resort to options that definitely will. You can expect me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] Hello Blizzard, I have at many occasions seek the name of the application that you have claimed is a 3rd party application that violated end user agreement.  Each time, you have ignored the question and why is that?  I am rejecting this because my account has been unfairly closed and I am surprised that someone doesn't take a deeper analysis or provide a better explanation.  I have stated that I have spent way more than the cost of [redacted] games licenses on your [redacted] game and hence illustrate I am a active consumer.  I am invoking my consumer rights to have answers to the questions.  To be fair and honest, even if the account was to become active again, you will use the same excuse to penalize me because this is a false positive and I have no idea on what is flagging me.   I am seek the reinstatement of my [redacted] account.    
Regards,
[redacted]

On November 12, 2014, Blizzard has transferred the Virtual Ticket license to the customer’s account at: [redacted]@gmail.com since the account, [redacted]@comcast.net had no game
licenses to apply the in-game rewards.  
We apologize for any inconvenience that may have...

been caused and if there is any additional support we can provide,
please contact our Customer Service department at: https://us.battle.net/support/en/article/contact

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[While I appreciate Blizzard responding to this complaint with the Revdex.com, their response still only contains the exact same nondescript chatter that they repeated in my appeals. Their response doesn't actually contain any tangible evident or information. I've attached three files containing screenshots and data about my computer at the time my account was banned for alleged violation of policies. I also wrote out several long appeals with other pertinent information that appeared to be completely disregarded by Blizzard's investigators.Please for just one minute, consider my position. I am 30 years old, I work as a 9-1-1 Emergency Dispatcher for Police, Fire, and Medical. The job requirements include a full and extensive background check, multiple references being interviewed, a polygraph test (lie detector), drug testing, and extremely rigorous training to earn the credentials necessary to view and handle very private confidential information such as criminal record checks as a part of my daily tasks. Furthermore, my wife is a Social Worker. The point I'm trying to make here, is that I'm not the typical Teen/Young Adult consumer that the customer service reps deal with on a daily basis. I am honest, and I am not lacking in integrity. What I am saying here is true, about my life, and my game license. I have never violated their policy.All I'm asking is that Blizzard actually relay some information to me, or to please escalate my appeal to someone within the "Hacks Department" that is more senior and/or potentially more capable of figuring out why I was wrongly banned. False-positives do occur, and that's not just conjecture, as Blizzard has released multiple public statements in other games apologizing for wrongful bans, and then restoring those accounts. Blizzard, I am not lying to you. You made a mistake, please acknowledge this. How many other consumers are or will be affected if you don't fix this early?]
Regards,
[redacted]

Greetings,Thank you for your submission, we have reviewed the complaint and we will do our best to answer all the points raised by the customer.  Point 1:  The customer is referring to the optional character transfer service, whereby if a customer wants to move their World of Warcraft...

character to a different realm, a fee can be paid to move it. The character transfer service is optional and not required the play the game. If customers cannot afford this optional service, there is always the in-game option of starting a new character on the realm of their choice.  Currently we do not offer bulk rates for customers who wish to buy more than one service at a time.Point 2:  As outlined on our character services FAQ, transferring a character to a new realm has a maximum gold limit per character depending on the level of that character.  Our game developers implemented this feature to limit the impact that moving a large amount of gold will have on an individual realm's economy.  This limitation is noted here:  https://us.battle.net/support/en/article/Character-TransferPoint 3:  The customer is correct in that we do not assist in releasing character names if the name is already taken by another customer.  While we understand names are extremely important to our customers, if the name is already taken, we do not take it away from an existing character because this would not be fair to the customer who has already had the name.  In order to maintain a fresh supply of character names, our developers periodically free up names if they have been inactive for a certain period of time.  This limitation is documented here:  https://us.battle.net/support/en/article/Inactive-Character-NamePoint 4:  Our support system has a call back feature which is available during certain times of the day.  We recommend the customer use the ticketing system and request a call back between during phone hours.  We also have a live chat and ticket response system if you are not able to request a call back.We understand that the customer would like refunds for any transfer that he or members of his guild have made to move to the new realm.  Regretfully this cannot be granted. As mentioned before, the transfer service is an optional service that our customers can choose to take advantage of, but the service does have a price and in order to remain fair to all the other players who are paying fo this service, we do not refund it on request.  All sales are considered final, which is agreed upon when making a purchase and is noted in our Terms of Sale:  http://us.blizzard.com/en-us/company/about/termsofsale.html.For the remaining suggestions, we definitely appreciate the recommendations, ane we want to make sure they are heard by our game developers.  In order to make your voice heard by those that make the decisions requested, there are a number of ways to get your suggestions across. You can use the in-game suggestion feature by pressing ESCAPE then HELP, then Submit Suggestion. These suggestions are compiled regularly by our developers and reviewed for possible implementation. Alternatively, customers can post on the World of Warcraft forum. This way the community can weigh in on the discussion. Forum:  https://us.battle.net/forums/en/wow/984270/.Blizzard EntertainmentCustomer Serviceshttp://us.battle.net/support

We have reviewed the matter again and we have arrived at the same conclusion.  According to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server.  Upon review of the logs for the account, Blizzard has...

discovered that the access matches the customer’s normal play patterns. Additionally, several in-game tests were performed by Blizzard’s staff that showed that the actions on the account were automated by a third party application.  Blizzard has determined that the account shall remain closed on the basis that the account was not compromised and its subsequent use of the unauthorized program.  This action is taken in accordance with the Blizzard End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Blizzard account.

We are preparing to have your account information deleted from our system.  Please note, that when we complete this
process, all game licenses under this account will be terminated and we will not be able to restore the account. 
Once the game licenses have been deleted, you...

will be unable to use them on another account.  This process
should take approximately fourteen business days from this notification to
complete.

Hello all,Toxicity in our gaming communities is something Blizzard Entertainment takes seriously. We know exactly how fast one's gaming experience can change from one negative interaction with another player. All it takes is one negative interaction to make somebody want to walk away from playing...

our games. That's pretty a pretty significant impact.When it comes to reporting players in Overwatch, our PC players have two ways to report harassing behavior:(1) They can right click the player's name, and report them from here. I know it may feel like nothing is done since the reporting player will most likely continue  to see the harassing player in-game still, but these right-click reports generate tickets that are addressed by Blizzard Entertainment directly. It takes some time for us to process these tickets, and for privacy's sake, we don't disclose what actions are taken on the harasser (whether it's an in-game silence, or a suspension from Overwatch). This is the correct, fastest, and appropriate way to report another player. We hope our players use this method when reporting players, as creating a ticket for each player they want to report becomes time-consuming for the player, and we want our players to not have to put everything on pause to report another player.(2) There is a 'Recent Players' menu in-game that our players can access to find a full list of players they've played with recently. From this menu, our players can report abusive behavior this way. For more details on both (1) and (2), please visit https://us.battle.net/support/en/article/7285.To re-iterate, we take player toxicity seriously, and we penalize players for their in-game harassment everyday. It's a problem that our business is continuing to develop. We even updated the Overwatch reporting system a few weeks ago. You can take a look at what it looks like here: https://eu.battle.net/forums/en/overwatch/topic/17615055945 . Regarding contacting Blizzard Entertainment, Blizzard Entertainment's Customer Service does not take inbound phone calls anymore. We used to, but changed that system around 3.5 years ago. If players want to contact our Customer Service team regarding an issue, players are asked to create a ticket at https://us.battle.net/support/en/help/. There are 3 different types of contact channels here that the player can choose from: Web Ticket, Web Chat, and Call-back.-Web Tickets are kind of like an email thread between the player, and our CS staff.-Web Chats are browser-based live text conversations between the player, and our CS staff.-Call-backs are tickets where the player provides us a phone number and issue details, and Blizzard's CS Staff gives the user a phone call. The caller ID will most likely show 'Unknown' as the caller. That's perfectly normal for a call from Blizzard's CS. Looking at [redacted]'s requests, we are already taking actions on players who are right-click reported in-game in Overwatch, and we will continue to do so daily. I understand [redacted] is asking for us to do 30-day suspensions for these players. We believe in educating our players before taking heavier actions on their account such as instant 30-day suspensions. These suspensions can happen in certain situations, though. If a player does not learn from their previous silences and suspensions, future penalties can build up higher, and higher, in penalty duration.We won't be able to provide compensation for [redacted]'s recent negative experience with other players in Overwatch. However, I hope that [redacted] will begin using the right-click report system, and trust that something is being done about their right-click report on the Customer Service side. We know it'd gratifying to get a message from Blizzard, "Hey, remember that player yelling profanity at you yesterday? We totally silenced them for a week!" but we have to respect the privacy of both parties. Sincerely, Blizzard EntertainmentBattle.net/support

We have reviewed the matter again and we have arrived at the same conclusion.  According to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server.  Upon review of the logs for the account, Blizzard has...

discovered that the access matches the customer’s normal play patterns.    Blizzard has determined that the account shall remain suspended on the basis that the account was not compromised and its subsequent use of the unauthorized program.  Furthermore, the account is not eligible for a refund of the requested services due to violation of the Terms of Use (http://us.blizzard.com/en-us/company/legal/wow_tou.html). This action is taken in accordance with the [redacted] End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a [redacted] account.

Hello, Our policy of all digital purchases being final can be found at the link, http://us.blizzard.com/en-us/company/about/termsofsale.html under Section B, article 2. There is no time limit in which one can ask for a refund, all digital purchases are considered final the moment they are made.  We can sometimes make exceptions if there is an issue that is reported quickly, but such requests are considered on a case by case basis.  As this purchase was made 5 months ago, we are unable to grant the refund request as was previously stated. We hope that that this clears up any concerns regarding our stance on refunds. Regards,Customer SupportBlizzard Entertainment

Hello [redacted],   Thanks for taking the time to contact us, regarding your recent experiences with our Customer Service department. I understand you were suspended from one of our Forums.   I took the time to look through your account, along with all the communications you received from our...

Customer Service department. I’ve confirmed their findings and responses are accurate: You were suspended from the forums for harassment, and we will not be overturning this action. I did look at the possibility of a refund for your game, however, due to the amount of time that has passed since the purchase, along with the amount of time played on the account, we will not be able to provide a refund.   I understand this is not the response you were hoping for, and I hope you understand our reasoning for our decisions. Please feel free to contact our Customer Service department again, should you need anything else, not related to the suspension or refund request.   Best of wishes!   -Blizzard Entertainment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No, you did not give me a canned response. You gave me the EXACT same response that every single tech on your forums is giving to every single person experiencing this issue, but it's most certainly not canned. I, and the thousands of people suffering this issue on the forums have already completed all the steps provided, by both you, and support (because they are one in the same) The issue still persists and we are being told "oh it is probably a wireless issue, if you wire your connection or connect to a VPN that should fix it." No... That is unacceptable. I shouldn't have to pay for a VPN service to play your game when I have a perfectly good internet connection I ALREADY PAY FOR.  It was never an issue before Legion and now suddenly it's an issue, but not with Blizzard, no, with it's customers... I have NO ISSUES WITH ANY OTHER GAMES, INCLUDING FAR MORE DATA INTENSIVE GAMES. I will not continually follow the same tired steps. I have already opened all ports on my router for bnet and wow. I have already ran trace routes, released/renewed my ip. I work in IT. I know that this is not an issue with my connection, this is YOUR ISSUE. It's time to recognize that this is an issue on your end, provide your PAYING customers a statement notifying us of the issue, and work on a fix.  You can not fix my problem with troubleshooting steps because it is NOT on my end. For the Revdex.com, I have provided a few more forum topics for you to view with proof of the fact that tech support is literally offering the same solution, or none at all...https://us.battle.net/forums/en/wow/topic/20753246704https://us.battle.net...⇄ /> Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dozens have people have filed complaints on this user over the course of months.  If you guys are really listening, then some action would have been taken.  There were both complaints filed in the system, as well as complaints in the public forums.  The fact that no action seems to have been taken is not acceptable.
Regards,
[redacted]

Hello,We understand you have an issue with accessing an account for which you made a purchase. We strive to provide all accounts with the utmost level of security and feel you may be running into some of that. However, we are happy to investigate this for you! From the information provided, we were...

unable to locate a Blizzard account for which the purchase was made. The order number given is not in our system either. We have reached out to the customer via our support email box to gather the account information to assist them further. Thank you for contacting us with this inquiry.Best Regards,Blizzard Entertainment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have asked for proof because I have had this account for 10 years with no issues. I did find some spyware on my system that I have cleaned and made sure wasn't on the system anymore. They told me they don't have to provide proof.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with this resolution.The game subscription and credit card payment option was deactivated on my end.Blizzard has made unauthorized charges to this credit card for almost two years, admits to doing this, admits to the service not being used for the entire duration - then refuses to pay back the money that they were not authorized to take in the first place.I have tried to resolve this issue several times directly with Blizzard, and was unsuccessful each time.I want to be reimbursed for all of the money Blizzard charged to this credit card without authorization. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I don't understand why this is turning into a bigger issue than it should. I know for a fact that I had this recipe, and I know for a fact that there has got to be some way you guys can dive deeper into the logs/history/code to see if I had this recipe. For example, in instances where players have had to prove whether or not they have completed a quest, they would have a GM log into their account and run (/run print(IsQuestFl[redacted]QUEST-ID))). Surely there is a way to do something similar if a person has had an item/recipe/etc at one point. Secondly, the email that was sent by [redacted] even states and admits that a GM had stated the item was removed at some point to a player, but she wasn't able to find that information, that shouldn't mean that it's not possible. Quoting her email:"Earlier on there was a bug where the item was not obtainable through any legitimate means. It did not drop and it was not sold by any NPCs. We fixed that bug and added the pattern to the game. From that point on, I’ve found no indication it was ever removed. I saw that you had found a response sent by a GM indicating that this was the case, but I’ve found no source for where they got that information.”Additionally, I would like to know what she meant by “not obtainable through any legitimate means” as well as Wowhead showing this recipe used to require older world mats as of 4.2.2 "Seems to be in 4.3, here is the recipe on the PTR: Pattern: High Society Top Hat. It’s mat requirements have been updated to embersilk cloth from the woolen cloth it is now. I would assume if they bothered to update the mats, they would have added the recipe to a drop table of a mob, or from a vendor.” While we’re at it, I’d like to also address why [redacted] responded that all nets had been removed from the game if that is also not the case. Currently, there are still 3 patterns in the game that are net related. The only one “removed” is the heavy netherweave net, which she stated the unlearnable recipe was in there erroneously and due to a bug. "First, it looks like that the Heavy Netherweave Net is not in the game. It seems it was removed years ago based on all of the info I’ve found and the fact that it is showing up in game right now appears to be a bug. All information I have indicates that no players have this recipe and the Nets themselves have also been removed from the game.” Truthfully, I accept the information she provided, but it shows that even her information could be interpreted differently. Listen, I’m not trying to make a huge hassle and deal for you guys. Clearly this is a very rare, valuable recipe. Frankly, I feel this is why [redacted] had offered a purchasable mount for being “A valuable player”. To me it seemed more like a conciliation prize, which she refuted, but to me it did, which is why I declined the offer. I completely understand there’s a reason the High Society Top Hat goes for as much gold as they do in game, and I’m sure that you guys are trying to protect that valuation and exclusiveness. I have no intention of using the recipe for personal in-game reasons. As you guys can clearly see, I am a recipe collector and have spent hundreds of hours collecting each and every recipe I have. I sincerely ask that you please put forth more of an effort on your end to legitimately make me feel like all has been done or exhausted to prove that I’m wrong. Please trust that I would never would go this far to prove that I’m right. And I’m willing to bet, no one has ever made a Revdex.com complaint about something similar. Thank you for your time and attention to this matter. If you would like to talk about this further, I would greatly appreciate it. Hell, I would even appreciate it if [redacted] would be willing to talk to me about this. Thank you!Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The answer is automated, this company lies to Revdex.com, lies to me, and refuses to take proper responsibility for their actions. They insist I abused the economy with 5 accounts that even in theory can't abuse it! Not even talking about 2 others that never held any gold, aside from the one spent on tokens and obtained through levelling and moved to my other characters on the same Battle.net. Oh, and they "spared" my Battle.net account and they seriously think I'm going to purchase anything from them again after all?Your company lost any credibility to me, there is no sense in playing any of your games, investing my time into it, when there is always a possibility to be banned for not breaking the rules. Yeah, just because you implemented a new form of goldselling business and started your banning spree on everyone that is even remotely "suspicious". How many legit players have you banned this time, my dear?I insist that I never traded gold for real money, never used any third-party automation software, never shared my account, never sold or bought any in-game services for real money and ofcourse I never "Abused the economy". Inspect the logs, I already provided information about all or most of my activity for the last half a year.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
This does not help me access battle.net in any way. It is still asking a "security" question for which there is no answer. "What is your childhood nickname?" I had none. My best attempts at guessing how I would initially responded (none?) don't let me in, so this does not help. 
Regards,
[redacted]