TL,DR: I was banned for "reasons", got my full refund from gamesplanet's amazing support, here's my story, brace for very long post and excuse me if there are mistakes (English is not my first language). On the fourth of November I was account banned from the game, without having cheated, without any explaination given. I immidiately reached out to the forum to get an explaination, only to find silence and hostility from other members. I then started my process through Gamesplanet's support after Bungie, Activision and Blizzard failed me and I was amazed by their understanding and patience. here are some of the 20 emails we exchanged to get to the refund. [quote]Good morning, I’m shooting in the dark here, but I have to ask this. Maybe you’re aware that there are issues with unexplained bans for no reasons by bungie.net on pc players, if the idiots don’t lift the ban, can I be elegible for a refund? Sincerely, Albert (not a cheater). [/quote] [quote] I get your frustration and am sorry for your bad experience. It's unsure if we can refund for a ban because the publisher won't cover that and i'll be a total loss for us. If you would like to send over your Battle Net ID we could chase this up with Activision / Bungie with your permission to see about a resolution to the problem. [/quote] [quote] Thanks, and go ahead and try: Nomad#**** Ask them for proof of actual cheating, and they won’t have any, [...] [/quote] [quote]Hi Albert, Sorry to hear you've had no reply yet from Bungie, as you reached out on the weekend it might be they are yet to get back to you as most companies do not work on a weekend. The only thing we can suggest would be to reach out to Activision and see if they are able to help you - https://support.activision.com/contact_us Please reach out to them and see if they can get an answer to why you were banned. Craig [/quote] [quote] Thanks for the answer. Sadly as the publisher, Activision only offers warranty replacements for physical copies, every other issue report is redirected toward Bungie inexistent support. I’m without options, that’s why I’m asking if you have any other channel to get a hold of them and refund the game I waited months for and played for little more than a week. Sincerely, Albert. Ps: I understend the problem I’m posing you guys and I’m onestly surprised by the patience you are taking to respond to these emails, you have no proof that I’m telling the truth about the ban and how it was undeserved and I thank you for the Amazing support you are displaying. [/quote] [quote] Hi Alberto, We've reached out to Activision to find out how we could possibly help our customers and either lift a ban or get additional information on the status. Reading the support pages of Bungie, they say that whenever a player will be banned, a message would display further information on how the ban has been applied (Device vs. Account ban). Did you ever see any of these messages and could you possible forward that to us? Thanks, Chris[/quote] [quote]Thanks for you time Chris The error is the same as anyone else who got tangled in the problem, should be an account ban. This is all the information I got, no warning no explaination no nothing, the worst of not knowing what happened is that it could likely happen again even if I would switch to another account (loosing all my stuff and the will to play), because I couldn't know if it was some GeForce Experience Overlays, Discord, MsiAfterburner or whatever... Sorry for the random thrown fit. Sincerely Albert.[/quote] [quote] Hi Alberto, I tottally get your frustration over the situation, but from your PayPal dispute I understand you do actually own (or use) cheat software of some kind. To be clear on the legal position for this, purchasing a game is not "legally owning it", you purchased a license / the right to play under certain circumstances (here very specifically: not cheating). Games are software products, which are not owned. Don't get us wrong on this, we don't judge you, it's your PC and you can do with it whatever you want, but it should come to no surprise that Bungie applies a ban on your account if you're found to own/use software that actually interfers with the usage of Destiny 2. In your very first email on this thread, you stated yourself you've been banned for "no reason". This seems not to be case, if I got your message through PayPal right. Can you shed some light into all this? Chris[/quote] [quote] Thanks for the answer, I’m sorry if I wasn’t clear, but you totally misunderstood my position: I’ll try to be as clear as possible and specify everything, providing links and quoting statements from Bungie I played Destiny 2 fairly and without problems for a week and a half, everything went smoothly until the fourth of november, when I woke up to find my account banned (the ban actually happened while i was offline), I immediatly created a topic on the support forum, Bungie didn’t reply (https://www.bungie.net/en/Forums/Post/237520347?sort=0&page=0). I didn’t cheat, but as a networking student I own software used in debugging and as a gamer, I have generic cheating software to use in SINGLEPLAYER OFFLINE GAME, like cheatengine for instance, while these software didn’t run while I was playing the game, it is possible that I had some background processes running while I was on Destiny, of course these didn’t interact with the game as I didn’t hook the game to them (wasn’t even aware of them running, if they were running actually). The EULA/Terms Of Service of destiny states, about account bans: [b]Using an external program to modify [/b]the operation of the Destiny game software, such as: Trainers, mods, cheats, aimbots, or autofire. User mode or kernel debuggers Graphics hacks Sending malicious network traffic to Destiny servers or other Destiny players As you can clearly see in the article about the banning policies here: https://www.bungie.net/en/Help/Article/11929 I didn’t use a program to modify Destiny, so I was quite sure that a mistake occurred in the review of an anomalous report, until a Bungie employee “Cozmo” replied to one of the many post on the forum (all about the same problem, many people actually had their account banned) you can find his post here: https://www.bungie.net/en/Forums/Post/237891797?sort=0&page=0&path=1, he states: We do not ban players for simply having cheat tools installed, but do ban for running them while playing Destiny 2. [b]We do not differentiate between cheat tools for Destiny 2 and cheat tools for other games because it would be easy to avoid a ban by making a Destiny 2 cheat tool that pretends to be a cheat tool for another game.[/b] Make sure you turn all cheat tools off before running Destiny 2 and you won’t have to worry about bans. No one is being banned for third-party applications that try to inject overlays like Discord, XSplit, OBS, RTSS, Shadowplay, etc. As you can clearly see from this post they are banning people simply for owning or forgetting in background programs that they consider cheeting software, which can very well be programming tools used for work (kernel debuggers / user mode). This contraddicts the EULA/TOS which only forbids to use them (I also replied to Cozmo, without any response from him: https://www.bungie.net/en/Forums/Post/238004104?sort=0&page=0&path=1). As I said before, owning a software that can modify the game is not using it, they banned without providing proof and violating their own EULA/TOS, I’m very sorry that I cannot give any concrete evidence that I didn’t cheat, it would be impossible on my end and I understand the position that you are in, if Bungie would provide data about my ban you would see that I wasn’t modifying the game. This is the reason why I’m requesting a refund, I was banned because of something that wasn’t specified on the EULA, without warning. Sorry for the long email and thanks for your patience, I hope that my position is clear now. Sincerely, Albert[/quote] [quote] Hey! The Refund has been processed now – You should have a notification from PayPal soon. Chris[/quote] [quote] Thanks Chris, thanks Gamesplanet. Awsome support, I cannot fully express the respect that I have for your services. Just one last thing, I'd like to post this whole history (with your name in it) on Bungie's support forum, to help others like me and to show them how customer support works, and while it would be good advertising for you, this could spawn other refund requests by other players. Tell me if I you agree or not, I will not post anything unless you give me permission. Sincerely, Albert (a satisfied and loyal customer)[/quote] [quote] Hi Alberto, We surely agree to you posting to Bungie's forums to share your experience. While this might lead to an influx of refund requests, we strongly believe this is the only way to put more pressure on Activision/Bungie to address the issue properly. It's a rather complex situation we're all in, but that's part of business and should not affect the customer experience nor the satisfaction of customers with the game or our service. Thanks for being open about it! Spread <3 for Gamesplanet! Chris[/quote] Love you Gamesplanet! Thank you for your amazing support and Bungie, try and learn how it's done