Refund dispute

I am aware that GGG is dealing with a high volume of customer support requests and that there is an announcement about this on the forums. I am also aware that GGG would like customers to wait patiently for a response from their support team.

However, my account has been locked without explanation since 16 January and I have not received a response despite multiple emails.

I am posting on a fresh account to respectfully request my account to be unlocked. I have not been able to play the game.

Whilst I understand that GGG is dealing with a lot right now, the fact that there are dozens of posts on these forums (some dating back to December 2024) about people's accounts being locked is unacceptable.

Thus far, no time frame has been provided for when we can expect a response. We are told to keep waiting, with no potential end goal in sight.

Having browsed these forums extensively, I have been unable to find a single instance of a person's account being unlocked.

For the above reasons, I would like to request a refund for "early access" (which for me has been "no access" because my account has been locked).

I am not wanting to create any drama or conflict and I understand that GGG has a lot to deal with. Responding to 500,000 customer service tickets is a lot, but I do not think it is too much to ask for a refund, until such time as my account is unlocked.

So far I have paid for a product/service that I cannot use or access. I have very high hopes for PoE2 and wish GGG all the best. Appreciate you taking the time to review this but I would either like my account unlocked or a refund for the game which I can no longer play.

Thank you kindly and I look forward to a response.

I have already emailed and I have included all of my details. Can you please provide an indication of how long it will take for you to get back to us?

I have browsed these forums and there are people who have been waiting since December 2024.

If you are not able to provide a response in a timely manner or an estimation for a response, is it within your ability to issue a refund until you have your customer service sorted out please?

I ask this only respectfully as I have paid money for a game I can no longer access.

"

Romulus8512#2866 wrote:

I have already emailed and I have included all of my details. Can you please provide an indication of how long it will take for you to get back to us?

I have browsed these forums and there are people who have been waiting since December 2024.

If you are not able to provide a response in a timely manner or an estimation for a response, is it within your ability to issue a refund until you have your customer service sorted out please?

I ask this only respectfully as I have paid money for a game I can no longer access.

My account also has some problems and I am waiting for their response. After my research in the past few days, most people on the forum took more than 2 months to solve their problems.

"

Sian_GGG wrote:

Hey there,

If you have not done so already, please email us at support@grindinggear.com so that we can look into this matter for you.

If you could please include your account name and 2-3 character names that would be greatly appreciated.

Please be aware that we are working through a very high number of support requests; we apologise for any delays, however it may take us some time to get back to you.

The sad thing is, they could've looked into your situation and resolved it in the amount of time it took for the Moderator to write this reply.

They have a serious issue with prioritizing quicker issues with those that take longer. Just a bit of increased organization could give them leaps of efficiency leading to a happier customer-base.

Personally speaking, I am waiting over 60 days for resolution of my issue even after paying $480 for the most expensive supporter pack.