Steam support ignoring me

[Tipperty]

So about 2 weeks ago I used a Pre-paid card to topup my steam accout, these were American express gift cards, I bought them at the local supermarket ASDA in the UK. However my Steam account was flagged with Creditcard fraud and it was locked out of purchasing games etc etc.

I sent in a support ticket to steam customer support, this is it!

1 Message by you on Fri, 31st Oct 2014 0:56
So I tried to log into my Steam today and it showed me this message

This account appears to have been used for fraudulent activity.

Steam Support has flagged your account as potentially having been used for fraudulent activities. Please contact Steam Support so that we can assist you.



This account will have restricted functionality until this issue is resolved.

Purchasing, gifting, trading, buying and selling items on the Community Market, and cd-key activation have been disabled.

More info on this topic is available here: Steam Terms of Service Agreement.

I know I haven't used my account in an illegal or fraudulent manner, well as far as I know I haven't.

I would like this cleared up ASAP so I would like to answer any questions related to this subject you would like to ask me

after a few days I heard nothing back so I sent them this!

2 Message by you on Sat, 1st Nov 2014 16:54
2 days I have been wait for a response what is going on here.

and then this

3 Message by you on Mon, 3rd Nov 2014 11:26
Are you guys going to get back to me, I have lost my Star trek online account, it has been banned. I have had little sleep over the weekend and I am so stress out over this matter. You haven't responded, Cryptic hasn't responded Please can someone tell me what is going on?

I finally got a message back from them nearly a week after my first ticket was sent, this was their response.

4 Message by Support Tech Bret on Wed, 5th Nov 2014 22:54
Hello John,

Thank you for contacting Steam Support.

We apologize for the delay.

We have found activity in the Steam account related to fraudulent credit card use.

Per the Steam Subscriber Agreement, we have locked the account permanently. The account will not be reactivated.

The Steam Subscriber Agreement can be found at:
http://store.steampowered.com/subscriber_agreement/

In addition to violation of contract, said activities on the account may violate state and federal law. Valve reserves the right to refer the matter to the appropriate authorities.

I was really worried now, so I quickly got my receipt info and called the american express people and with all that sent this information to Steam support.

5 Message by you on Thu, 6th Nov 2014 16:24
What the hell, I haven't used a fraudulent Creditcard. How am I going to resolve this, which card was used the only creditcards I have used recently on my account are prepaid gift creditcards. this is the website americanexpress.co.uk/gift

I bought these at ASDA superstore in Miltonkeynes, I have the receipt and the TC# INFORMATION REMOVED number of the receipt the store number is 01908 362500 call them and you will be able to validate this

6 Message by you on Thu, 6th Nov 2014 17:28
I have contacted the creditcard gift company, they say the cards are valid and you could contact them to confirm this

the phone number is

INFORMATION REMOVED

You will need to confirm my name and address

INFORMATION REMOVED

Hoping this would be enough to prove the cards were legit and my inosense in this matter my account would be restored, how ever this was the response I got from support.

7 Message by Support Tech Bret on Fri, 7th Nov 2014 17:21
Hello John,

We have found activity in the Steam account related to fraudulent credit card use.

Per the Steam Subscriber Agreement, we have locked the account permanently. The account will not be reactivated.

I am at a loss, I don't know what to do, they are not listening to me and I don't want to lose my account over this matter. Does anyone have any help of information that can help me in this matter.


Also thank you for those of you that read through this

[Tipperty]

bit sad that no one can help with this!

[Jimo]

Originally posted by J Blitz:

bit sad that no one can help with this!

Unfortunately nobody can, which is likely why you didn't get a response. Only Steam Support can make the call on this.

If you believe they are incorrect and you haven't been fraudulent I would suggest messaging them back again. Valve has a lot of experience dealing with this type of issue so something is clearly bringing up a red flag for them.

[Tipperty]

Originally posted by Jimo:

Originally posted by J Blitz:

bit sad that no one can help with this!

Unfortunately nobody can, which is likely why you didn't get a response. Only Steam Support can make the call on this.

If you believe they are incorrect and you haven't been fraudulent I would suggest messaging them back again. Valve has a lot of experience dealing with this type of issue so something is clearly bringing up a red flag for them.

I understand something might have raised a red flag, but what that is, is a mystery to me, because they haven't informed me outside of the words, fraudulent activity. Plus they aren't allowing me to defend my innocence. They have made their judgement and seem to be unwilling to change their mind on the matter.

[Satoru]

Support has already looked into the matter and is telling you you commited fraud

If you dont know how, then you'd better start figuring out how someone accessed your account then.

[Tipperty]

Originally posted by Satoru:

Support has already looked into the matter and is telling you you commited fraud

If you dont know how, then you'd better start figuring out how someone accessed your account then.

thank you for replying without reading my entire thread.

I already explained I contacted the card company and they said everything is fine with the cards, I already explained I have proof of purchase.

I know that steam is saying there has been fraudulent activity on my account, but they are ignoring the fact, that the prepaid cards they say are fruadulent were legally purchased and I have sent them proof of this. Plus the fact that the company that sell the cards, American express have acknowledged the cards are genuine and they are willing to discuss with Steam this matter, but Steam aren't listening. They seem to have made their mind up and to hell with logic or my innocence or my account.

[Jimo]

Perhaps it was something before the giftcards? You'll have to think back. Like I said something is clearly flagging your account and their evidence must be rather conclusive for them to not consider what you're saying.

[Tipperty]

Originally posted by Jimo:

Perhaps it was something before the giftcards? You'll have to think back. Like I said something is clearly flagging your account and their evidence must be rather conclusive for them to not consider what you're saying.

The only thing before the cards was Steam perpaid cards, plus when I checked with the card company, they saw that steam took the money and then sent back the transaction. So it is those cards that steam is saying that are fraudulent, but they aren't.

I also checked with the American express, steam haven't called them yet.

[Satoru]

Note that you can be accused of credit card fraud without actually perpetrating the fraud on yoru account. Maybe you fenced stolen items through your account. Maybe you used a fraud cc on your alt and then fenced the item through your main.

Steam support has already answered you. You committed fraud. So you'd best think long and hard how that happened because support doesn't do that on a whim.

[Tipperty]

Originally posted by Satoru:

Note that you can be accused of credit card fraud without actually perpetrating the fraud on yoru account. Maybe you fenced stolen items through your account. Maybe you used a fraud cc on your alt and then fenced the item through your main.

Steam support has already answered you. You committed fraud. So you'd best think long and hard how that happened because support doesn't do that on a whim.

I like how you make out that I would do these sort of things, but really I haven't. I know that is just my word, but really I am an honest kind of guy.

If it is these things, why can't they just come out and say this, why can't they just say on this date and time we suspect you commited these activaties, but they haven't all they say is fruadulent activaties.

Also let me make this clear

I HAVE DONE NOTHING WRONG ON MY PART

Believe me if you want to or not!

[159]

the community is to support you

[TirithRR]

Doesn't matter if we believe you or not, or what you tell us really. All that matters is Steam Support's response to your ticket.

So, they didn't really ignore you, they just gave you an answer you don't agree with and don't like.

We have found activity in the Steam account related to fraudulent credit card use.

Per the Steam Subscriber Agreement, we have locked the account permanently. The account will not be reactivated.

Twice, they repeated it after you kept after them.

[Tipperty]

Originally posted by TirithRR:

Doesn't matter if we believe you or not, or what you tell us really. All that matters is Steam Support's response to your ticket.

So, they didn't really ignore you, they just gave you an answer you don't agree with and don't like.

We have found activity in the Steam account related to fraudulent credit card use.

Per the Steam Subscriber Agreement, we have locked the account permanently. The account will not be reactivated.

When I say they are ignoring me, I mean I can prove the cards I used are legit, I have proof of purchase, I have the creditcard company who will acknowledge this, but steam support is ignoring these facts.

[TirithRR]

You say you have proof of a card you used being real, but even if that's true doesn't mean anything if it wasn't THAT card that caused it.

[Tipperty]

You guys should work for steam support your blind stupidity make you ideal for their system. I am done with these forums, I tried to come here to get advice, instead I get some people who are blind to facts and who only think in black and white.

Every forum I have put this in, the people have been supportive and given great advice, but in these forums, nope. Steam is right, they accused you, so it must be true.

♥♥♥♥♥♥♥

[Satoru]

What do you want us to say. You only have your word, which agan no one here can possibly verify. Vs supports assertion TWICE that you committed cc fraud.

I'd say that I'd go with believing the one who has verifiable data behind them.

Would you like a cookie and some warm milk or something? A foot massage? I mean seriously if you just want to hear abunch of people pandering to you then fine. But reality doesn't bend to your whim just because you want it to.