Steam improperly locked my account and I can't get any help from steam support

[Vexual_Healing]

I created my first steam account exactly one week ago and had never used steam before. I made this account because a lot of my friends have the program and told me how great it was and I wanted to play multiplayer games with them. Apparently new accounts are limited until you make a purchase of five dollars or more so I tried to input my credit card information to buy a game. The transaction didn't go through and it popped up with an unexplained error and suggested I contact steam support. I didn't know what the issue was exactly so I tried to input my info again a couple of times actually with the same results. I even tried to load steam wallet funds with the same card with the same result.

At this point in time I have no idea why my card isn't working but I chalked it up to a random glitch . The next day I get a message from steam that my account is restricted due to violating the terms of service. No explanation on which terms I have violated so I was extremely confused. Contacted steam support and the following is a log of our chat with my info and the name of the tech support guy redacted.

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1 Message by you on Wed, May 11 2016 11:43
My account XXXX has been locked for violating the terms of service agreement but I'm not aware why. I don't think I've done anything and would like some clarification.
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2 Message by Support Tech XXXX on Thu, May 12 2016 5:47
Hello XXXX,

Thank you for contacting Steam Support.

Attempting credit card fraud is a very serious issue and is prosecutable by law. Normally, this activity would result in permanent restrictions on your account.

However, as none of the attempted purchases were successful, we have made a one-time exception to our policy and modified the account lock to expire in 90 days.

You will not receive another warning regarding this behavior. Any further activity of this type, on any account, will cause all of your Steam accounts to be permanently locked.

While the account is restricted, you will be unable to make purchases, trade, receive gifts, or participate in the Steam Community Market. This lock will not be removed prior to the time specified above.

Valve reserves the right to refer the matter to the appropriate authorities.
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3 Message by you on Thu, May 12 2016 7:36
Hello XXXX,

There must have been some type of mistake as I did not attempt any credit card fraud. I created this account and being a new account it is restricted until you make a purchase of 5 dollars or more. I entered my credit information multiple times trying to buy a game and it popped up with an unknown error and recommended I contact steam support but I was slightly impatient because I wanted to play with my friends. I even tried to load funds into steam wallet with the same results. Anyways, there was no credit card fraud and my credit card was not even locked for potentially fraudulent transactions so I assumed the issue was on Steam's end. Anyways, I want to reiterate that there was no fraud of any kind and I am willing to take any actions necessary to prove that the card I attempted to use is in fact MY ACTUAL CREDIT CARD. Thanks for your assistance.
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4 Message by Support Tech XXXX on Mon, May 16 2016 15:34
In order to assist you with this issue, we will need you to verify the following information all credit cards used on this account:

-Steam account name associated with your purchases:

-Complete cardholder billing information (name and billing address):

-Last 4 digits of credit card number (only the last 4 please):

-The type of card (Visa, Mastercard, Discover, American Express):

-Valid daytime phone number including country code (if applicable) or area code:

Please reply to this ticket with this information included in the response. This ticket is not posted publicly and no other users will be able to view this information.

Thank you in advance for your cooperation.
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5 Message by you on Tue, May 17 2016 9:16
Steam Account Login- XXXX

Billing info - XXXX
XXXX
XXXX

Last 4 digits- XXXX

Card- XXXX

Daytime phone number- XXXX
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6 Message by Support Tech XXXX on Tue, May 17 2016 13:24
This payment instrument has been banned in our system due to unauthorized use.

Steam Support is unable to provide further details regarding this matter or remove the ban on this specific payment instrument.

You will need to use an alternate credit card, PayPal account or other payment method to complete future transactions.
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7 Message by you on Tue, May 17 2016 14:22
Why on earth would I ever complete future transactions on steam when I could arbitrarily and with no justification lose access to my account on an unfounded accusation? Are you even a real person because I get the distinct impression I am talking to a robot. If you bear with me for a second and assume I am telling you the truth, than this has to be the most opaque one sided interaction ever. Lets just review for a second.

1- I made a new account for the first time ever on steam.
2- I tried to make a purchase with my credit card but received an unexplained error.
3- The next day I am accused of attempting credit card fraud with my own card.
4- I send steam support a question to find out what is going on and how I can validate that this is in fact an authorized transaction
5- I provide you with all the information you asked of me, but receive no call or follow through.
6- You close the matter and tell me to kick rocks in effect.

I can understand that you guys probably hear this a million times when you catch the multitude of scammers in the system so it might make you jaded. But I was planning on being a real paying customer because steams benefits seemed pretty cool. Honestly, I wouldn't trust my hard earned dollars to steam now if this is the kind of "support" you provide even if this matter is resolved satisfactorily in the future. Your fraud detection systems are probably pretty good but nothing is fool proof. That is why you need actual people to analyze the situation and check if there are in fact false positives.

Anyways thanks for all of your "help" steam support
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My last message pretty much sums up how I feel about the matter and I'm not even sure why I am posting this now. You guys probably hear this sob story all the time. However, if you can assume that I'm telling the truth here I don't understand how this can be considered a fair or helpful interaction.

Sorry for the wall of text

[76561198218426745]

Keep in mind that Steam support did not ask for your card number, outside the last 4 digits. They asked for your name and billing information. So there are three possibilities that come to mind; one, your name is not the same as the cardholder's name. Two, your location does not match the location Steam detects you as being in. Three, your card has been used on Steam before by someone else.

The problem with 2 is that Steam says the payment is banned for "unauthorized use", which sounds like someone (not necessarily you) used the card without being allowed to, and the card was banned for that reason. It's possible someone got a hold of your credit card information and used it on Steam previously. Have you ever had any unknown charges on the card, or had to do a payment dispute/chargeback?

[Vexual_Healing]

No I have never had unknown charges on this card or have done a charge back before. Maybe the location thing could be an issue because I live in Texas, but I made this steam account while I was visiting my friend in Georgia and this is where the issue happened. My CC didn't go through and I was the one who attempted to make the initial transaction at least as far as I know.

[Vexual_Healing]

For your other points though, all of the info I provided is legit because this is in fact my credit card. So the cardholder name is correct, the billing info is correct etc etc. I never received a phone call or anything like that which is the most infuriating part just the presumption that I've done something wrong and should be grateful that they haven't gotten the authorities involved.

[The Giving One]

Is that your real login in the title that you put there by mistake by simply copying the message to/from support ?

If it is, I highly suggest that you edit that out, as that does the security of your account no good at all to post that on a public forum. Hope you understand.

EDIT..You are welcome. Common mistake that anyone can make. Thanks for the kind reply below and taking care of it.

[Vexual_Healing]

Edited. Thanks for the advice.

[76561198218426745]

I'm honestly kind of stumped as to why Steam has banned the card. Have you spoken to your bank and asked if there is some kind of problem on their end?

[Splash Colour]

Actually it can happen if you do multiple attempts of trying to use the same card, make sure if the fact of this card is truely yours to enter the exact info from what your actual bank account has to what is entered in Steam, otherwise failure to apply false details and also using a VPN or proxy of any kind can cause you to maybe get a issue with valves terms due to using such. hint: if the first time it draws up that it failed to accept the card during payment, make sure to check if fully correct.

[Vexual_Healing]

I have not spoken to my bank, but I checked online and my card wasn't frozen for suspicious transactions. And the charge didn't show up as pending etc.

[Vexual_Healing]

I entered the info properly i'm prettly sure. Come to think of it I may have inadvertently been on a VPN when I tried to make the transactions. The fact that my card was flagged as suspicious can happen I get that. My issue is that there is no easy way to resolve the situation.

[Vexual_Healing]

Especially when I am getting form letter responses from support.

[The Giving One]

Originally posted by samiria86:

Especially when I am getting form letter responses from support.

As far as support goes, you just have to keep your one ticket open and try to be patient.

Using a VPN is actually against your agreement with Valve, the SSA. Some "say" that it is not a big deal unless you use it to bypass region restrictions, but there is a clause in the SSA concerning use of a VPN just the same...

"You agree that you will not use IP proxying or other methods to disguise the place of your residence, whether to circumvent geographical restrictions on game content, to purchase at pricing not applicable to your geography, or for any other purpose. If you do this, Valve may terminate your access to your Account."

EDIT..See this also...

"The VPN clarification"
http://steamcommunity.com/discussions/forum/1/541906348043811845/#c541906348043951197

[Vexual_Healing]

Okay well I can understand that and like I said it was inadvertant and I have no need to use a VPN at all. The thing about being patient on Steam Support is that from what I gather on their last response the issue is settled in their eyes and I can never use my credit card for steam. So my credit card has been locked with no explanation as to why and no recourse as to how to fix it.

[The Giving One]

Originally posted by samiria86:

Okay well I can understand that and like I said it was inadvertant and I have no need to use a VPN at all. The thing about being patient on Steam Support is that from what I gather on their last response the issue is settled in their eyes and I can never use my credit card for steam. So my credit card has been locked with no explanation as to why and no recourse as to how to fix it.

Pretty sure that once they mark a payment method as suspicious or associated with fraudulent activity ( I am NOT saying that is what you did, just an example here), then that payment method is no longer any good in use with that account.

I am not totally, 100% sure on that but pretty sure. So I suggest that you try to authorize a different payement method on your account. After all, that seems to be exactly what they are saying in your last reply from them, right ?

"You will need to use an alternate credit card, PayPal account or other payment method to complete future transactions."

I suggest you do that and I wish you good luck always in the future.