PlayerAuctions Issues Resolution Thread

PlayerAuctions has been around for 15 years.. and it is incredible length that we have played in the history of the RMT industry, we are very encouraged by the fact that we have seen continued growth, even in the face of declining subscriptions in many major MMO's.

This thread is for PlayerAuctions to engage with the community, address rogue issues, and to generally serve our users to accomplish one of our ultimate goals: To show the gaming industry, that digital asset exchange DOESN'T HAVE TO BE SHADY.

It's about the rights of gamer's to be able to trade their digital assets, and about our responsibility to help make these trades safe and secure.

A few notes about posts in this thread:

1.) If you have any issues related to playerauctions.com, please send us a direct message together with your username, email address & order ID, so we can further assist you.
2.) Always be honest and provide us complete information.​

Sincerely,
Mario - PlayerAuctions Team
-----

Hello there!

This is Richard, currently designated as Senior Community Specialist for PlayerAuctions and I have taken over Mario's role here in Sythe. I would be happy to extend the same support as Jacob, Mario, and Yue have done here in the past!

My availability on Sythe is from:
Monday to Friday, 12:00 AM to 9:00 AM GMT
Sunday to Thursday, 4:00 PM to 1:00 AM PST
(Except on select holidays or leaves)

Some updates on the notes above; I didn't want to edit Mario's introductory message and would like to leave it intact for his legacy so I'll be making a few notes of my own here:

1. For issues regarding disputes, account reclamations, arbitrations, etc. please make sure you have already filed a ticket over here: http://support.playerauctions.com
2. Either post in the thread or PM me your:
   • Username or email address on PlayerAuctions
   • Order ID (different from Offer ID)
   • Ticket and/or Dispute number
3. Disbursement/Payment follow ups or general questions do not require any tickets, so feel free to inquire about it directly, but still provide the order ID as that is necessary for us to track which of the orders you have are scheduled for payment

I will be updating this as necessary in the coming months. And as always, thank you for your patience and support.

Best regards,
Richard

-----
Sythe Representative History:
Jacob >> Mario >> Yue >> Richard (Current)

 

Sythe members, please use this thread to post about issues you have related to playerauctions.com. Please limit your replies to a single post and be as descriptive as you can in your post.

This thread is not for evidence-less complaints or general whining this is for users who have a specific issue regarding playerauctions.com. Jacob is here to solve such problems and I can assure you all he is here to help.

In order to make this process as easy as possible and ensure the greatest likelihood that YOU will be helped, please keep your post respectful and rage-free. I understand you are here because of a frustrating moment, however raging at the person who is in the best position to help you will accomplish nothing. Posts that fail to meet a basic standard of decency are subject to removal.

Edit: Mario has replaced Jacob for helping out in this thread

 

PlayerAuctions sent a payout to the wrong e-mail address, after I changed my PayPal on the account and no longer had access to the previous e-mail address they sent it to after it was updated. They accepted that it was their fault and moving forward they would change their system to where this error would no longer occur, but I was never compensated.

Here is a copy of a complaint I created with the Business Consumer Alliance

 

I've still never been able to use playerauctions due to ur phone verification lol.


It says my number isn't valid, I've tried 5 phones.

Never works.

The amount of money I've probably lost over the past 2 years after a dozen+ trys at fixing this is depressing.

Account is "Rsgoldtime"


If somebody doesn't manually approve me for this phone verification thing I'm probably never going to get to use PA.

 

I had to call.

 

Wednesday Update:

All cases in this thread as of 3/2/2016 have been accepted. Will be contacting individuals via DM mañana

~jake

 

Thanks Jake, I deleted another user's report because he is a mass ban evader/scammer on sythe and you found there to be strong evidence he was reselling his accounts anyway which is unsurprising

 

Heard nothing in 5 days since posting >.>.

 

Hello,

I sold my account on playerauctions and sent 2 emails to your mediation team about what exactly happened. I was supposed to get paid on february 26th and i delivered the account on february 23rd. He bought the account and got it banned and now wants a refund. The buyer continuously harasses me everyday and ddos's me. My username on playerauctions is: azureaxe and my order number is: 2032131.

I thought that playerauctions was a place where you could sell your account and get paid right away, but it seems that people can just get the account banned and demand a refund. This way the only person who loses out is playerauctions and the seller.

I have been coming to live chat to find updates and checking my email everyday for updates and its been such a struggle. It seems that the mediation team is in existent.

Probably the worst experience I have had on playerauctions since I bought maybe 500m+ runescape gold.

Thanks for your time,

Amit

 

Hello PA,

I have a big problem and I just don't know whats going on.

So like last week, I got banned for an unkown reason. I then asked why, they said they'd get back to me within 2-3 working days. I said alright, I'll wait.

Before I was banned, I had someone buy an account, I had provided him the details and sent him the info. Then literally 5 minutes later I get banned.

3 days later, I get a message saying the buyer didn't get his account, I get an email from your mediation team saying the person opened a dispute as he never received the item. Which he had, since the acc is now invalid user/pass and he was the only one who had access to it.

I have further provided them a screenshot showing we verified it to his email. Furthermore I had said to your team that I delivered and he got the account and still waiting for a response.

I would like you to check out what is happening, why I got banned and why the other person disputed something he got???

I am rather confused right now in what is happening, PA was good 2014- beginning of 2015. Now it's literally the worst website I have ever gone on to and has the WORST customer support. Please stop hiring people that don't know how to do their jobs or put strict rules in your website. You really need to sort this out before it crumbles.

I've been disputes many times and all those who have tried to scam, yet the buyer gets the favor? really....


I really want to know what happened and how it happened and I want my account unbanned. My PA name is Chop_stix or chop stix.

King Regards,
ChopStix

 

I Update My Message!

Playerauction Fix My Issue! I Am Fully Pleased!!! I Love You Playerauction! Thanks!

 

Please contact me ASAP. I am having a very bad experience with your staff on a dispute.

On March 2nd I purchased a League of Legends account. When I logged in there were easily over 100 people on the friendslist. When I checked the match history, there were recent matches played within the last 6 months. Instantly started to feel like this was a stolen account.

Right away this didn't look good. Even more so since about 10-15 people on the friends list were listed as "RL Friends". So I make a dispute on the 3rd, because I really don't see this being a "Safe" account as advertised. Sold by someone with 146,000 feedback.

The dispute goes for 2 days, the seller finally puts in a blanket comment to challenge. I responded to "I would like proof that the account was not stolen, or a refund, or partial refund to take on risk".

It's now been on "Waiting on evidence from seller" for about 4 days. I finally received an email from the mitigation team, but it's not going well at all, responses are horribly slow.. And they even emailed me calling me the seller which was very sloppy. (they used his username, instead of mine).

On 3/5 I got 3 emails that someone had attempted to reset the password 3 times, I took a screen shot and submitted it because I assume it was the original owner.

Now on 3/8 the account has been reclaimed. I was just kicked off a few hours ago mid game with an this account has been banned message. And now when I tried to log back in, it says password incorrect. When I try to reset the password it says it'll send the instructions yadayada. Except, I never get them.

Because the account has now been reclaimed. It's not longer registered under my email, but it does verify the log in name. So the account is still there. Just no longer in my possession.

I received an email from the mitigation team stating they are waiting on "Seller evidence" he has not replied to them yet.



My main concerns are here this seller "Gaurentees 24/7 deliver, within 20 minutes" yet he can't manage to respond to them within a 5 days? And even so with selling stolen accounts, lack of responses, and the account being reclaimed. Why do we need to even wait for him at this point?

I haven't even had this account 7 days. I try to utilize chat, but I literally just sat there for 17 minutes with no response mid-conversation from "Godfrey". No indication that he would be back, or anything. Just vanished for 17 minutes then came back and said "Sorry for the delay". This has been a terrible experience.

 

So the order has been removed from my history as if it never existed now. With no update, or contact from PA.

 

Hi Chop_stix -

If you read the first post in this thread, it states that it is required to be calm and simply state the facts. Since you'd like to offer an opinion that we are the "worst" site out there, I'll respond publicly so that everyone understands the situation as current to your account.

Your account was banned because of game account reclamation cases we received for orders #:

1903144, 1984718, 1967748, 1874677, 1893381.

According to your responses to those game account reclamations you stated:
"Because I'm a reseller and my suppliers gave me this account. It is possible the account was claimed back

According

Customer Support notations in our backend: Seller didn't assist in the recovery of the accounts.

Looking further into the detail of each of these, this is what we find:

ORDER: - Response
1903144: - ignored
1984718: - ignored
1967748: - helpful
1874677: - valid evidence
1893381: - ignored

4 of these are within the span of 20 days. Too high to be acceptable for your volume of sales.

Although for order 1874677, while your evidence has a reasonable point, you did not contact the buyer, nor provide any alternative accounts of a refund.

To have 5 game account reclamations in such a short period of time, and for the general response being "oh, it must be my supplier"... that is frankly... more than enough for us to put the ban hammer on an account. We expect better (and so should you of your own suppliers).

PlayerAuctions is not just a website where people trade. We are a company that exists to support the right of gamers to trade the digital assets for which fall under their dominion or were made via their own time and efforts.

Even if you are not reclaiming the accounts yourself you are:
A) Reselling accounts that are being reclaimed
B) Largely unhelpful and ignoring your buyers who seek assistance

Further more, with one of the orders, you state "The account was bought 1 month ago. Shouldn't be my responsibility".

That is the epitome of VERY POOR SERVICE, and this (while I am at PA), not something at all I would encourage, condone, or keep on the PA marketplace.

To respond to your charge about our hiring choices... this is an instance where I agree with the analysis and decision of our support team to suspend your account.

If you would like to reach out to me directly to explain your case, you are welcome to.

Note to all posters: We do not believe the customer is always right. Our end goal is to legitimize secondary markets, and so we cannot afford to adopt such an notion. Transparency & Standards are things we are aspiring for... and we expect our members to do the same.

 

Hi Kladd,

Can you tell me how I can help out?

I've checked the order # you supplied, and it seems that this order was already closed in your favor and a refund sent to you yesterday.

If you need, I can provide the PayPal transaction ID#.

Cheers,
Jake

 

No, you are correct, it seems it went to my PayPal after I was already in bed. But I was given no updates to know this even when asking for them in email. I do appreciate you looking into this however. You may delete/close my case. Thank you very much.

 

Publicly is fine.

Yes I understand, however after that dude got his account reclaimed I told him he could get a refund or replacement, you guys didn't reply.

Secondly, I don't know where all these order reclamations came from. I was very busy and was frustrated at the time. I did ask them to provide evidence it got reclaimed, because after that point onwards I started to sell my own accounts that were level'd up manually. They claim it was reclaimed after 1 month of using it, It makes me very skeptical in why they say it after a month even though I had not touched the account nor gave anyone else its details. When I asked for proof, they either didn't respond or you guys would just close my thread like it was nothing.

As I said to the email before, I needed evidence of reclamations because there was no way that all my accounts got "reclaimed".

I don't know why your system allows the seller to be responsible for an account "reclamation" after 2 weeks....

Also yes, I did state that message you quoted me for the first person, as stated before I had started selling my own accounts and offered him a refund or replacement, your team failed to accompany him.

As that may seem to be evidant on your end, I just find it really shady that all these accounts were reclaimed, especially when I created the accounts, I verified it and I didn't even give anybody access to it other than to the buyer. I do not even play league anymore so what's the use of me having it back?

If you may think I claim them back and resell them, you're wrong. Your system will show you that all the login names are unique and not once was there a duplicate. Also, when you suspend accounts, can you make it so they can login but they can't buy/sell anything?

You must take into account the day they purchased and the purchases they had as well.

Also for the ignoring buyer part, your messaging system needs a little re-work, It makes it harder for me to contact people, this is not an excuse but still would be helpful.

I was stressed out at the time too, but I guess ignoring them is one valid point you guys have.

I needed to check the status of last account I sold and because I was banned the buyer must think i'm "ignoring him".

Thank you for your reply,

ChopStix

 

Hi Bus -

Our Manager in our Risk Department has had his staff reach out to you via email to get you sorted with the phone verification issue.

I am unsure of what happened with the phone issue, because our system did not even capture a phone number (otherwise we would have called to complete the verification).

Did you get our email to your registered PA email address?

Cheers,
j

 

Yes I did, I sent a response back via ticket and tried contacting ur live support and they just told me to email/respond to the ticket & wait.


Although now the phone # is check marked but now the send verification pin button is doing NOTHING when I click it in 2-3 diff browsers and 2 diff desktops.


Go figure, I cant catch a break.


With my luck somebody will fix the button then the phone # wont work again.


I don't understand how PA cant simply move my account into a verified seller, If my current count is right I've contacted u guys at least (6?) times and mabey even more then that .


I responded to the ticket however and will wait and see what happens.



Also, I realized after getting in touch with ur support why so many people have problems, Your a business and at the end of the day have to do whats best for your business, but I felt I was talking to a robot more than a human being, with very scripted replies and I felt that the sooner I left the better the supports life would be.


He wasent rude at all, but If I ever had a issue as a seller or buyer and knew I had to rely on that type of support, I would be legitimately concerned to be honest, I think your company would be much more profitable if you actually hired targeted gamers that understand the markets people are asking for support on.

I'd rather have a professional knowledgeable response a week later about my issue then I would 10 chats with scripted robots.


Should definitely consider potentially hiring people that know what their doing in your markets, mabey even from sythe.


I guarantee you can find a solid knowledgeable marketer for minimum wage-$12/hr here that could provide real support.



Just remb, 1 helpful response is better than 10 unhelpful ones, even if it takes longer!

A) Becoming a Customer Focused Business:
I feel like previously, we focused too much on platform and technology, and not enough on the "community" or "customer" itself. Not to say we've done done poorly in this, but I wouldn't say we've done great either. And one of my goals moving forward is to turn PlayerAuctions into a business which regularly engages its supporting members. (such as a post/intro here). This might be from personal experience, 5 years ago I was hired on as a Quality Monitoring Officer where I would regularly interact with members. I loved it then, and I love it now, and I'd like this user engagement element to be part of our core business as we move into 2014.


You've said it yourself.

 

I have a problem on PA

I have sold a RS2007 account on PA. OrderID 2035470. After the trade, both buyer and me confirmed the delivery. PA told me I will get payment in 3 days. but after 2 weeks i still couldnt get the payment. I contacted PA mediation, they told me again: "buyer reported that he doesn't have full access to the account provided by the seller ". And "Please contact buyer via onsite message and help him get the issue resolved as soon as possible. Kindly reply to this email to tell us once the issue been resolved, we will release the payment to you then. If the issue can't be solved within 48 hours, we will close the order as 0% complete and refund the full payment to buyer. Please note that lack of response to this message will result to the completion of the order in favor of the buyer. "

Through PA, i have provided game email, password and everything to buyer. How come he didnt have full access to the account but confirmed the delivery?

I tried to pm buyer through onsite message. But many messages show unread for a long time. some he read, but didnt reply. Because onsite message is the only way i can contact buyer, buyer didnt reply, i couldnt do anything but wait.

There is another thing. I checked the sold account hiscores on RS2007 site, buyer is playing on that account, and leveled up many skills . He has full access to the account!

Could you help me?