How Rockstar is treating their customers

Original Ticket, created March 25
TheCyberDexter

Hi Support,
Logged on today to find myself presented with a message stating that my account has been suspended until April 24th and that my online progress will be reset. I'd like to know why I've been suspended. I didn't cheat, I didn't accept so called "hacked money" and I didn't grief any players.

I've put over 210 hours into your game over the last couple of weeks. I worked very hard to get my character and career started online and to be honest, I'm rather upset right now. I'd appreciate an explanation in this matter.

I believe you're mistaken and I expect this suspension to be lifted.

Kind Regards,
XXX

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MARCH 25, 2018

Dear Support Team

After spending some time to inform myself on the ongoing issue I've come to believe that my account qualifies for an appeal to be restored and the suspension lifted. You must be aware about the #banwave by now and I would really appreciate if you would take the time to properly investigate my account and it's history. I've been playing online on a vanilla game version, I've never been banned in any game and my Steam account was never flagged for any kind of abusive or exploiting behaviour.

I understand that resolving this issue - due to the sheer amount of complaints on hand - may take some time but please, do take the time to truly look at my account.

Kind Regards,
XXX

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MARCH 28, 2018

Dear Rockstar Support,
On March 25 my connectivity to GTA5 online was wrongly revoked. I opened this ticket with you in this matter which until now has remained unanswered. I'd like to talk to an agent to get the issue resolved. You actions aren't justified neither appropriate treatment of a customer.

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Your Chat Transcript
Wednesday March 28
User:[3/28/18 1:03:37 PM]I need to talk to an agent in person. Preferably someone who isn't limited to use macro text replies to converse with me
Agent:[3/28/18 1:03:37 PM]One moment while we connect you.
Agent:[3/28/18 1:04:38 PM]Hello, thank you for contacting Rockstar Support. My name is Illeanna, how may I help you?
User:[3/28/18 1:05:14 PM]Hi Illeanna, I'd like to receive information on my ticket 12117996 from March 25.
Agent:[3/28/18 1:07:50 PM]To assist you further, I will need to read your support ticket. Is it okay if I take a few moments to review the ticket?
User:[3/28/18 1:07:59 PM]yes
Agent:[3/28/18 1:08:49 PM]Thank you, I'll be back soon.
Agent:[3/28/18 1:10:52 PM]Thanks for your patience, I've reviewed your account and I see that your account is temporarily suspended from GTA Online. I would like to inform you that the bans are legitimate, and all GTA Online suspension and banning decisions are final and may not be appealed. However, if we need further information, we will follow-up via email.
User:[3/28/18 1:11:52 PM]I am aware of your policies and usually agree with them. However, my ban is absolutely not justified and if it was I wouldn't make a fool of myself by having my account invetigated by you.
User:[3/28/18 1:13:17 PM]I also believe that you're aware that I am not alone in this matter. Thousands of your players were affected by the issue which occured last week. I for one can not accept being wrongly accused of having violated your terms of service.
Agent:[3/28/18 1:14:08 PM]I completely understand your concern. However, please be informed that GTA Online suspensions are triggered by a number of factors, including modding in GTA Online, exploiting or abusing game mechanics, manipulating protected game data and code, or interfering with other players’ gameplay experience.
User:[3/28/18 1:15:26 PM]yes I played on a vanilla version as stated in my ticket. I have no mods installed not even in singleplayer and quite frankly I am being accused of having dones something wrong while I haven't. If you read my ticket, I've never been banned in any game neither on Steam or anyone else. I am not your 12 year old PC gamer, I'm 43 and to old for this
User:[3/28/18 1:16:40 PM]However, since you as an agent obviously can't do anything in this matter (or won't) I'll go the 2nd route as already mentioned in my ticket. It's sad that R* would rather face a class action lawsuit over putting the resources into making sure that innocent customers are given proper attention and the benefit of doubt.
User:[3/28/18 1:17:02 PM]Thank you for your time, it's obviously out of your control. I wish you a nice day
Agent:[3/28/18 1:17:48 PM]As a fellow gamer, I totally understand how you feel. After reviewing your account I can see that the ban is legit and we do not have an option to lift the ban. However, as informed you earlier that we will follow up via email if further information is needed.
User:[3/28/18 1:18:13 PM]It isn't and since you wouldn't tell my why you think it is there is nothing else to discuss.
User:[3/28/18 1:18:29 PM]No need, I will remove your games, cancel my pre-oders and move on. thank you
User:[3/28/18 1:19:28 PM]R* wasted 220 hours of my life. Not letting you waste another 200+ hours if you can take such actions for no reason. Like I said, not your fault personally so let's cut the chat here before I vent my anger at the wrong person.
Agent:[3/28/18 1:20:19 PM]I am sorry but we do not have any information on this and we do not have an option to lift the ban manually from our end. Apart from this is there anything else I can assist you with?
User:[3/28/18 1:20:52 PM]No there isn't. I'm sorry that you have to put up with all the people seeking a solution to this mess. I wish you a nice day, bye for now.
End of conversation