[Support Request] Locked Out of Account for Over 30 Days – No Response from Support

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Velgrim#7988 wrote:

Hello GGG Support Team,

I’m posting this on behalf of a friend who has been completely locked out of his Path of Exile account for over 30 days now and is unable to access the forums or support directly. He initially reached out to support but has not received a follow-up response despite multiple attempts.

Issue Details:

* About three weeks ago, my friend disputed some fraudulent charges on his credit card. In the process, he accidentally refunded his PoE 2 purchase because he did not recognize Xolla as the payment processor.
* Shortly after, his PoE account was locked, preventing him from logging in to the game, website, and forums.
* He managed to get one initial reply from support within a few hours but has not received any further communication since then.
* He has sent follow-up emails but has yet to receive a response.
Since he is locked out, he cannot post on the forums to seek help directly.

Questions for Support:

1. How long should he wait before sending another follow-up email?
2. Is there an alternative way to escalate this issue, given that it has been over a month without a resolution?
3. Is there a specific department or channel he should contact regarding account recovery related to a chargeback issue?

I understand that support is currently overwhelmed, but my friend is understandably frustrated as he has been a longtime PoE player with significant investments in stash tabs, cosmetics, and progression. He is hoping for some guidance on how to resolve this issue and regain access to his account.

Any help or advice would be greatly appreciated!

Thank you for your time.

Best regards,
Vel