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Obviously telling their staff not to give any info that can then be disputed.
I had no bans on my account either. I once got hit with a money drop but reported it right away and was told I wouldn't be affected by ban waves.
Apparently it could be due to not getting far enough in the game, but I don't see why they would have changed such from Legacy and if they have, why not just say? The vagueness tells me they are reneging on their agreement that the money drop would not affect me.
Not going to buy Shark Cards or buy Online Plus if this is their behaviour. Gives me no faith in them.
Then you just have to start Enhanced, go online directly, it will ask if you want to import.