Account Locked due to Old Chargeback - Frustrated by Lack of Resolution Path

Hi GGG Team,

I am writing this post to express my significant frustration regarding my locked Path of Exile account and the difficulty I'm experiencing in getting a clear path to resolution. I have been in touch with support, and the lock is due to a chargeback on a Steam Early Access Supporter Pack from December 2024.

My email to support@grindinggear.com [Removed by Support] with the subject "Account locked" was initially sent around May 30th, 2025. While I have received some responses, I feel the process to resolve this has been unclear and slow, leading to a very negative experience.

To summarize the core issue:
- Support indicated the pack was refunded after points were supposedly spent.
- I have prove that my refund was in December 5th, while the game only got released on December 6th.
- Crucially, regardless of this discrepancy, I have repeatedly stated my willingness to repay the full amount for the supporter pack to get my account unlocked.
- The primary roadblock is that both my payment provider and Steam have confirmed it's impossible to cancel the original chargeback due to the time elapsed (since December 2024).

I am extremely keen to fix this. I want to play Path of Exile, and I am ready and willing to send the required payment. However, despite my requests, I have not yet received clear instructions on how to make this payment since the standard chargeback cancellation isn't an option. This situation is incredibly frustrating, as I feel I am actively trying to resolve the problem but am met with delays or unclear guidance.

I am posting this publicly because my direct emails feel like they are not conveying the urgency or my frustration adequately. I need GGG to:

- Provide a clear, alternative method for me to repay the outstanding amount immediately.
- Help me get my account unlocked so I can return to the game.

I have been a customer and supporter of your game, and this experience has been disheartening. I am hoping this post helps escalate the issue and leads to a swift and practical solution.

Thank you for your attention to this urgent matter.

[Removed by Support]

One more time, just a generic response. I'm very disappointed with GGG's support team. I haven't done anything wrong, and yet my account is still locked. I was accused of theft by the support team, and they don't have any proof of it. I just want to play the game, I'm begging for any response to move forward and to fix this issue in any terms that GGG wants to.

You're probably looking at weeks to months for any resolution.

I haven't seen anything about the minimum turn around time (from "I've been waiting XXX days/months" threads) for your specific issue; but this isn't going to be something that junior support staff can resolve and anything requiring senior staff has been massively backed up since the initial POE2 release.

That's absurd, I've send enough evidence that the refund occurred before the game releases. I'm even willing to pay the refund amount and no one answers me. It's been several days without any response. I will do a formal complain to NZCC.

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souavds#1874 wrote:

That's absurd, I've send enough evidence that the refund occurred before the game releases. I'm even willing to pay the refund amount and no one answers me. It's been several days without any response. I will do a formal complain to NZCC.

Yes it is absurd. It's also been over half a year with no sign that GGG is making improvements in the situation. (It's possible they have increased their rate significantly; but the surge from POE2 is so large that they're still dealing with it and the increased processing rate hasn't manifested yet. It's also possible that it's still just the same person doing them at the pre POE2 rate.)