Wargaming America Inc

Initial Business Response /* (1000, 5, 2015/04/22) */
Dear Mr. [redacted]
Thank you for bringing this matter to my attention.
It is unfortunate to hear of the inconvenience you have experienced while contacting our Customer Support department. Although I completely understand your predicament,...

please be aware that in order to qualify for reimbursement the items must remain unspent on the account. Unfortunately, I am unable to provide you with further information within this report due to our privacy policy. However, I would like to inform you that the information regarding this matter has been addressed through your customer support ticket (Sent on April 22, 2015: PMX-XXX-XXXXX). Please log into the Support center to review the latest status of your ticket inquiry through our Support page here: https://na.wargaming.net/support/
If you require assistance with any other issue, please don't hesitate to contact our Customer Support department.
Thank you for your understanding.

Dear Player,
I've looked into your tickets and the last 5 I see were submitted on: Dec. 27th, Dec. 25th, Dec. 19th, Dec. 19th, and Dec. 18th. If these are not the tickets you are referring to please let us know the numbers of the tickets that have gone unanswered so we can investigate further....

Regarding the ticket listed above, I see that all of one of them was answered by our staff. The only ticket not answered by our staff (submitted on Dec. 19th) was cancelled by submitter on the 21st, before we had a chance to reply. Wargaming prides itself on our thorough and timely Customer Support so if there are any unanswered tickets we'd appreciate your help in locating them so we can make sure to get those answered as soon as possible.
The two 24-hour bans you were issued were given by complaints in World of Warships. The other players in your game complained, and when you reached a certain threshold of complaints you were automatically banned by the system. The default time for this ban is 24 hours, though it can increase if multiple bans are given in a short period of time. I see that there are no bans currently active on your account, so you should be able to chat as normal.
I hope this has cleared up any confusion about your chat bans.
Sincerely,
Wargaming Customer Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr. [redacted],
Thank you for contracting us!
Unfortunately, we cannot find any ticket submitted by you regarding this issue. If you have not done so already, please feel free to create a support ticket here:...

https://na.wargaming.net/support/
Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now.
Please feel free to submit a ticket and update us with the status of your inquiry.
Thank you for your patience and understanding. We look forward to assisting you again.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Ms [redacted],
Thank you for contacting us.
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the errors...

made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Initial Business Response /* (1000, 5, 2015/08/23) */
Dear Mr [redacted]
After carefully reviewing your complaint in ticket# OBF-XXX-XXXXX I can see where our article may have been misleading.
While the article did post an expiration date for the event of Saturday, August 1, 04:20 PT / 07:20...

ET, the article did not mention that the tank rental mission would also expire.
Due to this oversight, we will be placing the FV201 (A45) premium tank on your account and will make sure this feedback is forwarded to the proper channel(s)
I apologize for any inconvenience regarding the Freedom to play event and hope that despite any negative experiences, that you continue to enjoy playing World of Tanks.
Should you have any further questions or concerns regarding this issue, please do not hesitate to reopen your customer support ticket OBF-XXX-XXXXX at your earliest convenience.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#XUO-XXX-XXXXX) and can see that this issue has been resolved to your satisfaction.
We do apologize for the inconvenience of the recent Humble Bundle sale and have...

taken steps to correct the errors made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
Should you have any further questions or concerns, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Complaint: [redacted]I am rejecting this response because:Again this is pretty much fraud. Selling something than promptly removing the functionality of the item. You can try to deny that till were both blue in the face I am not going to submit to this immoral and frankly insulting sales tactic. Sincerely,[redacted]

Hey Player,
 
We'd like to look into this further, but to do so we will need your ticket number(s). Please send those over and we will review the situation and see if there's anything we can do.
 
Sincerely,
 
Wargaming Customer Relations

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the errors...

made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Greetings.
As stated in our previous reply, the reason we are unable to provide this account to you is because you were unable to provide the three preferred forms of verification. Of them, the one you were unable to give us, was the First Purchases made. While you were able to tell us the first vehicles you purchased with gold in game, this does not qualify as proof of first credit card transaction or another form of purchase using actual currency.
 
Because another player did have that information, we considered that player the actual owner of the account.
 
Unfortunately, we will be unable to give this account to you since you were unable to provide us the originally requested, preferred method of identification.
 
Regards,
Wargaming Customer Support

Complaint: [redacted]I am rejecting this response because:  What this Wargaming representative states is untrue.  I know this based on first hand experience.  Third parties have also validated my claims  with statistics [redacted]).  Wargaming's externally facing staff are apparently kept in the dark relative to their own codebase.
 
Sincerely,[redacted]

Greetings,
 
We understand the player’s frustrations, but Wargaming is not required to offer the same bundles in-game as we have on the online premium store. Because of this, different bundles and sales can be offered at different times. It is, however, at Wargaming’s discretion as to what and when goes on sale, and through which outlet it will be available to the public.
 
We recognize that this is frustrating at times for players, however, it is clearly stated that these cards are redeemable for in-game gold only. Because of this, we do encourage players that they check the in-game gift shop to see what is available before purchase or redeeming the cards.
 
Unfortunately, we are unable to assist the player any further outside of our earlier suggestion that they attempt to return them to the store where they were purchased if the codes have not been scratched off of the back.
 
Regards,Wargaming Customer  Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted],
We've confirmed that you've been credited the bundle in full, however, you have not logged in to the game to receive your items.
Feel free to log in and check that you have your items. If you have not been credited,...

feel free to contact us here: https://na.wargaming.net/support/
Thanks for working with us, we look forward to assist you again.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr. [redacted],
Thank you for contracting us!
Unfortunately, we cannot find any ticket submitted by your regarding this issue. If you have not done so already, please feel free to create a support ticket here:...

https://na.wargaming.net/support/
Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now.
Please feel free to submit a ticket and update us with the status of your inquiry.
We look forward to assisting you again.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
 
They say they are "restricting access" to the account so that "I" may not get into it.  I want it deleted NOW so that no one else can break into it. I am concerned that my credit card number, expiration date and security code could be stolen if the account is not deleted.   
 
Also, I believe they know perfectly well what is acceptable information for verifying an account and they were trying to lie to me as to why they could not delete the account.  I want the account deleted NOW, not 6 weeks from now. That is the ONLY thing that will satisfy me. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/30) */
Greetings,

The player in question has had on going contact with us after the Revdex.com report was filed. As of 10/22/15 the player was credited with the item they reported as missing ( Garage slot ).
Since the 12th, the player appears to...

have had their issue resolved and we have not had any further correspondence from the player.

Please let us know if you need any additional information.

Thank you "
Initial Consumer Rebuttal /* (2000, 9, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue was resolved before Revdex.com complaint went through, although, with great expense of time and effort on my part. Satisfied issue was resolved. Dissatisfied issue was a pain to handle.

Initial Business Response /* (1000, 5, 2016/01/29) */
Greetings,
Wargaming uses a 24-hour clock for all events. However, it is not necessary to have participated in previous events to understand that the event in question here was utilizing a 24-hour clock, because there are substantial...

differences in the presentation of the two systems.
The 24-hour system is always 4 digits, including a zero if necessary. It makes no distinction between A.M. and P.M. For example: "The contest will end at 03:20." The 12-hour system does not include the initial zero, and is followed by a designation of A.M. or P.M. For example: "The contest will end at 3:20 A.M."
The contest page, which is still available ([redacted]) specifies that the contest "Ends Friday, January 15, 03:20 PT." The inclusion of the initial zero before the hour, combined with the lack of an A.M./P.M. designation, clearly indicate that the time is based on a 24-hour clock.
Events such as this are designed to show the players that we appreciate them, and keep them engaged. They are entirely free and the only requirement for this particular event was that the player log in at any point between December 18th, 03:20 PT and January 15, 03:20 PT. Wargaming has strict policies that players must abide by the event requirements in order to receive the prizes, and we cannot compensate players who do not do so.
We sincerely hope that the player continues to enjoy World of Tanks, and we will certainly have more contests and events that will give the player additional chances at receiving free tanks and other goods.
Sincerely,
Wargaming Customer Support

Initial Business Response /* (1000, 5, 2015/07/16) */
Dear Mr [redacted],
Thank you for contacting us.
I have reviewed your previous tickets regarding this issue, (TYF-XXX-XXXXX & YCC-XXX-XXXXX) and it seems that your account was suspended for initiating a charge-back on purchased...

goods.
Unfortunately this system is automated and we will be unable to remove the suspension on your account unless Wargaming has received payment for the goods purchased.
I understand that an employee at Wargaming may have told you to initiate a chargeback for these goods and I would like to know which employee you spoke with as our Customer Support department does not have a phone line.
I also understand that we are no longer offering the sale for the item(s) in question and a new purchase would cost more than you originally paid for these goods. Unfortunately we are unable to refund the purchase for the items in question as you have already used the items purchased.
At this time, I am able to remove the restriction on your account in exchange for the In-Game currency (gold) value of the items in question.
To continue this transaction I kindly ask that you respond to our support department in ticket# YCC-XXX-XXXXX and our billing department will be more than happy to assist you in resolving this issue.
That being said, in the future, I ask that you please contact our customer support department before using the purchased goods in order to receive a full refund in the event of an accidental purchase.
We look forward to hearing from you at your earliest convenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unethical and immoral. Currently your asking me to spend over 65$ for a 29$ purchase which is double the amount to fix a problem your company created, There is no buy for 7500 gold. XXXXX gold being the closest is over 60$. Asking me to do that is unfair and unethical.
As well I'm requesting all money bought on in game items be refunded as a result of your poor customer service due to suspending the account wrongfully 7 months after the original refund for a purchase was issued by your company. Or you can reinstate the account as you should do as you have not provided a viable solution to your own mistake of which I am not responsible.
Now as for who I was talking to when I called your company I have no idea as it was over 7 months ago and St the time I was satisfied by the fix I was told to do. As well as contacting your customer support via ticket would make no sense now as I'm sure they would boondoggle this further.
Final Business Response /* (4000, 9, 2015/07/24) */
Hello Mr. [redacted],
Since you've admitted that you have provided us with all the information you had pertaining to the phone call, and cannot identify the person you spoke to, we cannot investigate the issue any further, due to the fact that Wargaming Support does not have a phone line to be reached at.
We've responded to your ticket (YCC-XXX-XXXXX) and request that you pay back the amount that was used when you initiated this chargeback. All you have to do is purchase any package in our gift shop that would make your account balance total 2,500 Gold and 2,500,000 Credits. Which can be obtained through our Premium Shop (not $60 dollars). We've provided a recommended package that will set your balance just a little above what is needed for us to remove the items you received after initiating the chargeback.
Once you have this balance in your account, we can remove the items originally received from the chargeback, and reinstate your account. Further, we'll be providing you with four days of Premium time as promised in the support ticket once this has been cleared up.
Thank you for your cooperation!
Final Consumer Response /* (4200, 11, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not paying for your guys mess. Either restore my account or refund all my money please.
The amount owing and options you have presented all entail overpaying or scamming me out of money from something that is your customer supports fault whether you kept records or not the fact that it's been 3-4 weeks no fix shows how bad this so called department is. Even after saying you would reactivate the account for me no charge which was interpreted in a email you went about delaying ways to fix this issue and kept trying to make me basically buy items way over the original amount after the case should of been fixed. I've grown tired and don't want nothing to do with this incompetent behaviour . Let's also put in the fact you have my payment sources blocked.
Either fix the account or refund my money If not my last option will be charging your company with fraud in Canada

Dear Player,
I reviewed your account and the forum warnings. First, I'd like to clarify that any penalties based on forum activities (with the exception of account selling) are limited to your forum account. Your ability to log into and play the game will not be affected by forum sanctions. Second,...

I see that the warning you received was a zero-point warning. This is not a sanction itself, but is our way of letting you know that the message you posted violated our community standards, and that if it continues happening we will be forced to place sanctions on your account (but haven't yet!).
I also reviewed the tickets you submitted, and saw that you felt you were being attacked by other users, which is why you posted what you did. It's important to remember that Wargaming considers the appropriateness of forum posts based on the content of that post elusively - the use of prohibited or inciting language is not excused by other posts containing similar language. In a thread with multiple posts that violate the rules every post will be reviewed according to the content within each post. You saw this yourself when multiple posts from the thread you reported were removed.
We will not be able to remove the warning from your account, but rest assured that warnings are only visible to yourself and Wargaming – no other players can see them.
If more conflict does arise, please report the offending posts instead of responding. This will help us keep the community positive while avoiding any further warnings or sanctions on your account.
Sincerely,
Wargaming Customer Relations

Dear[redacted]I was able to use the information you provided to locate your account. It appears you had contact with one of our agents last week, and you were able to provide all of the necessary information to have your account deleted.We have restricted your access to the account as requested, and therefore you will not be able to login to it upon receipt of this message.In addition, I do apologize for the confusion you experienced regarding verifying your account information. IP address information is sufficient to identify your Internet Service Provider, and we have since followed up with our staff to make sure this is understood as acceptable information when verifying our players’ account information.The staff at Wargaming Customer Support are always sad to see one of our players leave the game, but we will work harder to serve their best interests.Regards,Wargaming Customer Support