Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nexon America ************************************************* ************ false banned me with hack botting reason that I did not do. I have interacted multiple times with their customer services and they refused to give any explanation, evidence, and proofs to support their claim and they terminate service to me. As an ordinary user, I explained that I'm willing to provide any evidence that could potentially help them identify the reason behind the false ban, but I can't really provide any video proof because people don't normally record video of playing games 24/7. As a consequence of their unjustified ban of my account, I have lost more than $3000 worth of virtual properties, it includes $500+ of prepaid money to Nexon and ~$2500 worth of account value. They absolutely have no reason and evidence to support their ban and lead to this loss of me. The game character name is GeneralBigHu and the Nexon account is a ****** account with email ******************** I would like to append my communication with Nexon here to support my claim, but the word limit is not enough for all of them. The ticket IDs are #******* #******* #******* #*******. They did not do justice in their communication and just perfunctorily answer me with copy-paste words, followed by closing the ticket in attempt to close communication in the single side.If there is anything you think I can provide to support my claim, I'm happy to provide them. Thank you for reading my complaint, please help me deal with this abuse.

  Business response

  01/30/2025

  Hello,
  As you've stated, your account was permanently banned for the use of third-party programs that were specifically designed to interfere with gameplay. As such, the ban is unable to be removed from the account in question.

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never heard of this company just all of a sudden in December took $5 out of my account then days later put it back in. Then did it again at beginning of January same amount $5 out then back in. Then they just took out $5 on the 17th of January then just took out 2 transactions back to back of $64.99. I have never heard of or purchased anything from this company. But I am making disputes on all transactions by them.

  Business response

  01/21/2025

  Hello, To assist you further and investigate the possibility of a refund, please confirm the last four digits of the card that was charged, the dates and amounts of each transaction in question, along with the first and last name of the cardholder. Thank you.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date for the transactions in question start from July 20th till Oct 25th totaling 11 transactions but Ive been playing the game since 2012 totaling 41 transactions and over thousands of dollars. Im not sure what the business is committed to provide to me, but I feel really wronged by this company and thats why im seeking resolution. I had my account terminated, Nov 10th at 3:12pm PST. The reason they gave for terminating my account was due to "botting or hacking activity" which I have never performed during my 13 years of owning this account. I dont use any bots or malicious softwares on my computer and don't believe I have ever hacked or been hacked either. Im the original owner of the account so this account was not access maliciously. I was linked to their "terms of use" which I read and can firmly ascertain that I have never breached any of those clauses on the website. I had described the emotions and the experience I had felt and experienced through the screens shot below. I feel that the way they conducted this investigation was absolutely non-existent. They had not heard a word that I had said to them and all they did was reaffirm their own false beliefs of the situation, taking non of my experience into consideration. I'm not asking for much. I just want to be made whole, as I have not done the actions I was accused of doing and frankly my computer literacy is not sufficient enough to even pull off the stunt they claimed that I have done. Thank you.

  Business response

  11/13/2024

  Hello,

  As you have stated, your account was permanently banned for using third-party programs that were specifically designed to interfere with gameplay. The ban will not be removed from the account.
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  date of the transaction: July 2nd 2024 (trans id.jpg)amount: 374 BRL (68 USD)business commited to provide: Premium skin as advertised (screenshot attacked "fake ad.jpg")nature of dispute: either refund of my money or have the development team fix the "*****" coming out of the character helmet, as per advertisement.whether tried to solve: upon contact with the company (Nexon America, via support ticket "company response.jpg"), they responded the "*****" is as intended (completely different from the ad seen in the game's store).when and where the ad was seen: in the game's store since July 2nd (when I started playing) and to the present date (july 16th) it's still available in the game store ("today date.jpg").

  Business response

  07/18/2024

  Hello,
  
  The purchase in question was made on The First Descendant, which is not supported by Nexon America. Since it is not supported, Nexon America does not have the ability to refund purchases, nor can we forward any feedback to the development team. All Player Support inquiries relating to The First Descendant must be made through their support channel for assistance (******************************************************).

  Customer response

  07/19/2024

   
  Complaint: 21999808
  
  I am rejecting this response because: Working with them via tickets as you suggested doesn't help as they did reply that the ***** "is intended", despite the fact the Ad/Image in the store for the Premium Skin I purchased has no ***** anywhere.
  Then could you please inform which Nexon office does manage/support The First Descendant? Or any suggestions on how could I proceed in order to have my issues resolved?
  

  
  
  Sincerely,
  
  ***************************

  Business response

  07/19/2024

  Hello, as previously mentioned, it will be necessary to visit the following link (*****************************************************) to request any refunds or provide feedback for The First Descendant as Nexon America does not handle support for The First Descendant.

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but it's all Nexon America could do despite being a branch of Nexon (it's in the name, Nexon America).

  The support link suggested by Nexon America does not help as the "team" responding the support page just confirmed the "***** is intended" as per previous attached image from the ticket itself, while ignoring the fact that in the ad from the store there's no ***** appearing anywhere - it ONLY shows up AFTER purchasing.

  Nexon America could not suggest a solution or inform a contact address (as Nexon America doesn't support the game, made by Nexon) from the team behind The First Descendant (again, made by Nexon).
  

  So I can't recommend the game or Nexon (or Nexon America) as a business partner much less give them a good rating, as they seem to endorse false advertising and avoid any sort of resolution when a customer is harmed by such practice.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To give some initial information. I was permanently banned from a video game I played for 10 years+ , back in August 2021. I have not only played but I have also spent money consistently every month since I started the game (around 50 USD a month). I was banned because I was using a third party program that was used during that time by hackers to exploit the game, meanwhile I only used it for testing damage in game which is considered normal. Regardless I know now it was a terrible mistake to even consider using such a program but Nexon America didn't let me off easy for it, even though I wasn't using it with malicious intent. In fact, the people who did abuse the program for malicious intent are still playing the game however, I got banned instead. I poured my heart and soul into this company with playtime hours, money, investment, made friends and memories, and this company decided to give me a permanent ban instead of the usual ban people get which is 3 days or a month. I strongly believe that I deserve some penalty, I completely understand that. However, I believe I was unjustly and wrongfully banned indefinitely. I let the customer support team know about this, they even encourage players who have been banned to contact them to appeal if anything. I did exactly that and they banned me from contacting support overall. How is that fair? How is it right or morally correct that they can ban me from fighting for my case. It just doesn't seem fair at all. I was a hard working and honest player in the game and I lost all my effort down the drain due to an honest and regretful mistake. I just want the company to accept my apology for what has happened back then and kindly please allow me to play on my account again. It meant so much to me and it is the only reason I would ever come back as they have allowed me to make another account, but I just want the original I worked so hard on. Please help me. Game: Mabinogi NA Server: ***** (*******) Names: Spiceco or ******

  Business response

  02/14/2024

  Hello,

  As you have stated, your account was permanently banned for using third-party programs that were specifically designed to interfere with gameplay.

  The ban will not be removed from the account.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've made purchases in game for a digital product that the company is taking away from me by closing down their servers. i've made multiple purchases within the last 90. ive made purchases on jan 8th, dec24th, nov 22, nov 21, nov19, nov 16, and nov 15. All of my purchase are being taken away due to game closing and i feel that im not getting enough use out of my purchases.

  Business response

  02/14/2024

  Hello,

  As mentioned in the Service Closure announcement (*********************************************************), only customers in the ****** region are eligible to request refunds. Our refund policy has been carefully developed, taking into account various factors such as industry standards, billing processes, and our previous titles. Regrettably, we are unable to process refund requests for purchases.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 2022 I was permanently banned from MapleStory due to what the GMs claim was using a 3rd party program to affect monster movement. Since then, I've tried to appeal against it but it fell on deaf ears. They said their investigation was concluded and their decision was final and then proceeded to block me from their support for 'abusing' their system on my original account and another one I created much later (December 2023) for communicating with them again, which they blocked from their support just yesterday or today and is the reason I'm here writing this. I stated on multiple tickets that I had nothing out of the ordinary running on my PC (I will specify if needed).I'm *******, and Jewish. I suspect antisemitism to be the case here since as far as the ban goes, they have absolutely 0 evidence against me and I know it. No in-game footage in the form of video or screenshots. I know they don't because I never committed the crime they convicted me for, and I was convicted with pretty much no trial, it was immediate. Their GMs are nothing short of internet bullies who are most likely antisemitic and hate me for who I am, which I have no control over, nor am I ashamed of that. Again, I'm 100% positive they have no actual case against me, no concrete evidence. Nothing. Just their unjust and unfound prejudice for me.The ban was based on baseless conjecture made by them and they know it. All they have is their so-called 'account activity' which means nothing if they don't have any actual in-game footage to back it up with, and they know it. I have MANY friends who WILL vouch for my innocence and legitimacy.With everything that's been going on in the world in the past few years, especially against Jewish people, I wouldn't put antisemitism past them because I KNOW I'm innocent, so it can't be anything else. Wish I was wrong, but it is what it is, and it's sad that I have to deal with something like this in a game that I loved playing and used for escapism.

  Business response

  01/08/2024

  Hello,

  The account was banned on December 26, 2022 after detections of a third-party program that was designed to interact with MapleStory was used to affect gameplay.

  You submitted a ticket on December 26, 2022 to demand the removal of the ban on your account and for compensation. Ticket #*******. The Game Master reviewed your account and the surrounding logs, and they determined that the ban appropriately placed, and that the account will not have the ban removed.

  You sent in a follow-up ticket on December 27, 2022 to appeal the ban on your account. Ticket #*******. The Game Master reviewed the previous investigation, and denied your appeal.

  You sent in a follow-up ticket on December 27, 2022 again appealing the ban on your account. Ticket #*******. The Game Master reviewed the previous investigation, and denied your appeal.

  On four separate occasions you used our Live Chat to appeal the ban on your account. Each instance the Game Master informed you that ban appeals are not handled through Live Chat. A ticket was created through one of the Live Chats. Ticket #*******.A Senior Game Master reviewed your account and denied the appeal to release the account. The Senior Game Master also informed you that any future tickets requesting a ban appeal will not receive a response.

  You sent a ticket on January 15, 2023 to appeal the ban on your account. Ticket #*******. The ticket was closed.

  You sent a ticket on February 13, 2023 to appeal the ban on your account. Ticket #*******. The ticket was closed.

  You sent a ticket on February 14, 2023 to appeal the ban on your account. Ticket #*******. The ticket was closed.

  You sent a ticket on February 20, 2023 where you threatened legal action. Ticket #*******. A Senior Game Master informed you that you must contact our legal team directly to proceed.

  You sent a ticket on May 4, 2023 to appeal the ban on your account. Ticket #*******. The ticket was closed.

  You sent a ticket on June 16, 2023 to appeal the ban on your account. Ticket #*******. The ticket was closed. You were also told that continuing to submit ticket for ban appeals will be considered abuse of the support system, and that access to this system can be restricted.

  You sent a ticket on July 9, 2023 to appeal the ban on your account. Ticket #*********** ticket was closed, and you were informed that access to our support system is being restricted.

  Your account and the previous investigations of the ban have been reviewed, and the ban was correctly placed for the use of third-party programs. The ban will not be removed from the account.

  Customer response

  01/14/2024

  ********** ********

  I am rejecting this response because:

  They didn't even bother addressing my antisemitism claim against them. Isn't that interesting? Sigh.

  So, I'm rejecting this completely and utterly because just look at their timeline of my attempts to reason with them, it speaks for itself. Yes, I was too emotional initially, hence the legal action "threat" (I didn't bother pursuing it, thank God, because wasting more money and time on them, even if I won it easily, would have been completely pathetic on my end, considering this is just a game, even if I love it and was wronged heavily), so can you blame me? But when I eventually calmed down (I'll be honest, it took a couple of months) and tried to appeal it politely and reasonably they just shrugged me off like I was nothing. Like my words meant nothing. They made their claim and it's 100% conclusive and I can't say anything against it. Isn't the fact that I'm still trying to fight this a year later the ultimate defense? Any actual dirty cheater would have probably quit a long time ago but this is a matter of principle to me at this point. I. Am. Innocent - and I wish I knew why any of this is happening to me ******** ************* *********

  But the most important overlooked thing here, in my opinion, is; where is their PROOF? Saying I used a 3rd party program is a VERY SERIOUS claim, so where's their evidence? Do they have it? Why not share it and just end this once and for all? Oh, I don't know, probably because they DON'T have ANY evidence to support this farce.

  I am MORE than willing to share any information from my end to support my innocence, such as what programs I was running on my PC at the time of the ban and in general. Even a video call if needed, and I said this to them as well.

  Last but not least, how come there are actual cheaters in their game, who have been confirmed as such, but they get a second chance while I'm treated like I committed the worst crime ever? Just so you know, even if they offered to unban me if I just 'come clean' I wouldn't. The truth is the truth, and I won't compromise for anything but the truth, and I don't even care about being 'compensated' anymore. With that said, I did NOT deserve this. They made a mistake and they refuse to own up to it.

  All I wanted was to continue playing this game as I regularly did for about 2 years straight since I came back to it during the Covid-19 lockdowns (my account is actually from 2015 where I played for a little bit then dropped it until 2020).

  Sincerely,
  *****

  Business response

  01/24/2024

  Hello,

  Please be advised that the evidence reviewed during the investigation is considered proprietary information and, as such, cannot be disclosed to you. Furthermore, we will not be lifting the ban on your account.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been banned from the game for something I didn't even do for 5 years now. The GMs won't even give a second of their time for appeal as they continually ban any email that submits an appeal from appealing. GM ******* is the original perpetrator. Then some guy named GM ***** or *********. Most recently GM Aurta As someone who has played since the start of NA release, and has been subject to the negligence and lunacy of the GMs. As well as having a vast many friends also subject to their idiocy. I can confidently say they need to scrap their customer service team entirely and hire even somewhat decent human beings and not just total sociopaths.

  Business response

  11/27/2023

  Hello,

  Looking over your account, it appears that the ban was originally placed for malicious account activity. This activity was investigated by several Game Masters, and the request to have the ban removed was denied in each ticket that you submitted.

  Your refusal to accept the consequences of your actions was met with an initial warning that continuing to submit tickets to appeal for your account will be considered abused of our support system. After you disregarded this warning, the next ticket that you submitted to appeal the ban of your account resulted in the removal of access to our support system.

  The ban will not be removed from your account.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issue Regarding Mabinogi its a bit older but i stumbled upon this site by chance and i hope you wont send me away I tried to login to game and got prompt that my account was banned. When I opened ticket to support I got shutdown with canned response. Tried again got response that I was caught cheating and closed. Tried to inquire about details as I never cheated, mod game or anything that could be considered as actions against ToS as far as I know and I wasn't logining in for quite some time due to life. Got response that GM supposedly seen me cheating and if I won't stop pursuing issue I'll get ban on support as well.Could you please help me somehow? I love **** and I'm long time player so it's breaking my heart not being able to play on my account. I know I can create new one or something but it won't replace memories I created with this account and character, I don't care if retrieval would mean loosing all items, cash etc (except music scores those are signs of many memories created doing concerts in Dunbarton) I just want to go back to game and create more beautiful moments especially now when my life is flaming shitshow I simply don't even know timeframe or anything that is related to supposed reason of ban, and to be honest I'm afraid of opening new ticket because of the warning especially I got it after issuing 3 tickets trying to get any info why I got banned because each time I got canned response and closing tickets without giving me any chance of reply. That's why I wrote to you in hopes that even if you cannot help personally due to being in different division or something you could somehow get someone who's won't shut me down instantly on argument because we said so. I really can't even think of situation where I would cheat as I spended most of my time in mabi just doing Jam's in dunby and talking with people cause this aspect of mabi is most important to **** can provide support tickets (screenshots or copypaste) if they would help

  Business response

  09/27/2023

  Hello,

  Looking over your tickets that were submitted in January of 2022, you were told that the ban was placed on your account for the use of third-party programs.

  After reviewing the investigation that was conducted by a Game Master, our information does show your account was using third-party programs that were designed to interfere with Mabinogi gameplay.

  Because of this involvement, the account was banned, and this ban will not be removed.

  Customer response

  09/29/2023

   
  Complaint: 20662180
  
  I am rejecting this response because:
  As stated in tickets regarding this matter I returned to the game after break from it only to be greeted with info about getting ban. How can you be sure infringement was made on my part without even trying to verify if I was actively playing at whatever time ban was placed? I tried to inquire about timeframe but got told basically to F off and accept that you banned me and took my cash because you felt like it (I had VIP active shortly before break and it was still active when I stopped playing). I strongly suspect that someone used my account as I tried to return to Mabi mostly to check if anything is missing as I got security leak alert from one of services I was using hence I was going through changing passwords and checking everything out 
  Sincerely,
  
  ***********************************

  Business response

  10/10/2023

  Hello

  A review of the account access logs does not show any deviations in login history for a period of several months before and around the time the ban was placed.

  Because the activity on the account violated the ********************** Terms of Service, the ban will not be removed.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To summarize, NEXON America was negligent in their inclusion of in-game items during an event in March 2023. In early April 2023, a sister entity announced a game update for their local version of the game which provided this same in-game item (or it's effect) free of charge to all players without the use of a separate item. During the time this announcement was made, their game servers related to this event went offline and proceeded to stay offline for nearly two weeks. The result of these actions resulted in access to these items becoming unavailable at a time when materially significant game data and news was released, devaluing the items received less than two weeks prior at my expense. The changes to the sister game outlined above will now be implemented in the local version of the game, and the item is now obsolete.When notified of this via support ticket in early May 2023, their player support team while responsive, did not elect to engage in any form of resolution and directed me to the game team and online community for player engagement to determine if this affected enough players to warrant some form of compensation. I reached out directly to one of their community managers and did not hear back. I enjoy the game and will continue to play and support the developer. However, these types of business practices are unethical and warrant additional scrutiny as the Company's internal notifications should have indicated these changes would be forthcoming. Evidence of this is their most recent version of the same event, wherein they discontinued inclusion of the item referenced above (i.e. a pendant slot coupon) from the event entirely.My desired settlement and requested exchange of goods is outlined in the attached support tickets.

  Business response

  09/18/2023

  Hello,

  The change to the Second Pendant Slot was announced for the Korean MapleStory (KMS) service, but there was no official announcement regarding changes to the Global MapleStory (***) service.

  Until the official announcement for ***, which occurred on August 25, 2023, there was no guarantee that the *** service will follow suit in changes to the Second Pendant Slot. The change to the Second Pendant Slot for the *** service will occur with the v.245 update, which is scheduled for October 4, 2023.

*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. ↩