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Literally worst customer service experience I've ever had
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I sold a GW2 account on April 5th, 2015 to a buyer who was fairly friendly requested immediate access to the account. GW2 has a policy where they don't let you change the email you have on file unless you email support. During this time where my account was under review for the email change, PlayerAuctions logged into the account and also requested that I give the information (even though it was still attached to my email) to the buyer. I did as requested, and both IPs logged onto the account within an hour of each other. Instead of changing my email on file, GW2 took note of the multiple IP logins and banned the account.
The buyer agreed that this wasn't fair to me to take all the money when they were partially responsible for the ban (as well as PlayerAuctions for demanding I give out the information during this progress to the buyer.) So instead of either of us holding PlayerAuctions accountable for their part in it, we decided to resolve it ourselves. There were some ups and downs with that process (for various reasons) but ultimately the person was very friendly and said that they thought a 50/50 split would be fairest between us because they were partially responsible but they also were not able to take full ownership of the account.
They accidentally escalated the dispute and within moments messaged me that it was a mistake. PlayerAuctions asked for me to send proof of what was occurring so that they could end the dispute. I sent them an imgur link to an album full of images detailing the ban, the support tickets to Arenanet (GW2), and my conversations via the PlayerAuctions emails to the buyer, including them agreeing to the 50/50 split.
Now, 19 days later, they still have not ended the dispute. Every time I talk to them (about every 2 to 4 days) they say that they just told their mediation team to work on it or they'll tell them when they get in. Then, next time I message back, same thing.
I've been told ~4 times now that I'd have an answer withing 24-48 hours. After 19 days, I've had enough. So finally last night they tell me that I'd know something within the day. I didn't get anything back that day, so I assumed they must've meant 24 hours. 24 hours later, nothing. Finally I get an email stating the following:
"Please be informed that we already contacted buyer regarding this order. We will conatct you back as soon as we received any update. We also suggest that you contact him via onsite messaging system and ask if he agreed with your offer."
Not only did I provide proof that the buyer insisted on a 50/50 split (even stating that if the accidental dispute were to go in their favor they would wish to refund me half), but I have been told multiple times now that the buyer had "48 hours to respond." The first time 7 days ago. They even told me once that they were "sending one final email" and she'd have "48 hours to respond." That was three days ago.
The buyer did agree with my offer, they even insisted on it. Yet even with proof that they wished for this outcome, I can't get PlayerAuctions to make a decision. I've literally begged and pleaded with them. I've been nice, I've lost my cool, I've literally begged them to end this. It's been a miserable experience and this has actually been the single worst customer service experience of my life. This is a nightmare. I'd rather risk being ripped off by a random in an unsecured trade than to get ripped off by a company who fronts themselves as a safe alternative to middleman services. This isn't safe, this is horrid and nothing short of a scam.
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