13th August

Dear Sir/Madam,

Please could you let me know what I have done to warrant my account being banned?

Along with several other clanners who also appear to have their accounts banned, I was in SAV at a base we had just won waiting for the control tower to be planted.

I did not switch orgs, petition, or do much more than /assist and q on the towers - so I'm utterly mystified as to why my account has banned.

I look forward to hearing from you,

Heather.

13th August

Hi,

Thank you for mailing me regarding the status of my account.

I remain absolutely bemused and mystified as to what is I'm supposed to have done? I didn't switch orgs, didn't train anyone, didn't petition - all I did was /assist and q on towers in a tower battle.

Please please can you enlighten me. I have been playing this game since Nov 01 with no significant breaks, have two fully paid up accounts, and have never broken a rule in my life, much less in a video game.

I'm incredibly upset by this treatment, and being suspended when I have done absolutely nothing wrong. I'm also upset that anyone would petition me, as I pride myself on having a very good reputation in AO.

Looking forward to hearing from you,

Regards,
Heather ***** (Silq).

13th August

Hello,

As a further follow up to my previous mail, I would also like to add this was the first tower site I was involved with today. We were simply waiting for the ct to be placed, to be ready to defend for the hour of war gas.

I would be very interested to know who had petitioned me. As far as I can see this would be an abuse of the petition process, and in fact it is they who should be on the receiving end of a suspension rather than myself.

I reiterate I have never exploited, or done anything even remotely suspect, certainly nothing to deserve this treatment.

Please could you give me details of any appeal processes you have in place, and who I may contact should I wish to take this further.

Regards,
Heather.

13th August

I have just read this on the official forums:

"Just to confirm here (again), there was no bug involved in the suspensions today. Those involved knew exactly what they were doing. No bugs, no ambiguity, no 'grey areas'."

Please tell me what I have done, I honestly have no clue. As I only hit towers at the SAV attack I assume it must be something to do with what happened there? And the gist seems to be there was an intended exploit that failed?! I had and have no idea what's going on. Everything Sil has posted doesn't make it any clearer for me.

- I did not train anyone
- I did not switch orgs
- The base had not been attacked previously so this can't have been the farming damage exploit I read about on Game Suggestions.
- This is the only base attack I was at (I was at the one prior, but as it was out of my lvl range was just following in case some higher level omni turned up to help protect the attackers, didn't do a good job as I died to the one omni that did show)

I can't think of anything else. If something was going on that was an exploit you can bet I would've logged off and gone and done something else, but to my knwoledge this was just a normal tower attack. I didn't even see a CT placed, I was standing there waiting for my HoT to be refreshed so I would ready to help defend for an hour - as well as telling clanners not to petition ***** for training in chat (as I don't believe he had). Right now it feels like I was in the wrong place at the wrong time.

I'm already really upset by this, to see Sil continually posting that I am a cheat and knew what I was doing when I'm sitting here in shock and confusion is rubbing salt into the wound. I can't play AO again unless my name is cleared, as my reputation means too much to me. Those that know are aware I would never exploit, but those that don't will wrongly judge me for this.

Please tell me what's going on.

Sincerely,
Heather (Silq).

14th Aug

Hello,

Apologies for sending another mail, but now that I've had a chance to get over my initial shock and upset, I would like to detail exactly what happened yesterday. I believe any logs you may possess will back me up 100%.

I logged in late morning (BST) on my keeper, to do some dynas originally, but I was also aware that ***** was back after a two week suspension and was planning to Tower fight that day. After pottering about a bit aimlessly, wishing to show support and spend some time with that group of friends I logged Silq and join Gimpybot, the clan war bot. I don't often participate at lower level wars (I much prefer to enjoy mass pvp with Silq, always have) as I find it more intimidating, but still find it a fun way to spend time with those guys.

The topic stated they were attacking a base in the lvl 40-45 range, I asked if there was much use for a lvl 60 and was told I could come help protect them in case any higher level omni twinks showed. I followed them round at the base, while eating breakfast, and feeling pretty redundant. My fixer was dual logged, and in between following them round, I was trying to move her to the base to get a lift back. As I don't have side upgrade on 'Fury', my level 60, on that account I concentrated mainly on tabbing and watching the mini-map for any dots incoming. A lvl 60 agent did arrive just as my HoT ran out, clan were nearly finished on the ct I believe, and ran around before inevitably dying.

I rezzed, meeped my fixer back to OA, and hunted round for buffs, I assume the gas went to 25% and they planted a ct, the chat was too spammy to keep up with and standing near OA grid term with a fixer is a guaranteed way to be spammed for buffs, so I was mainly on my fixer and unaware of the bot chat.

When I parked my fixer out of sight, and was back on Fury, I saw we were about to attack a lvl 75 base (in SAV), checked the pvp range of Fury and was pleased to see I could do more than following and dying this time. Buffed up, got to the rally, and proceeded to /assist and q taking down the towers. A few calls were made to temporarily join the guild Genesis Voleris to ensure damage on the ct, but I ignored them. A couple of omni twinks showed up, and we saw them off. Some people started on the ct while 3 of us I think took out some more towers to lower the shields, until the base was down.

Two people logged to save buffs, the rest of us were stood around waiting to defend, and they were talking in chat about getting a ct. I took the opportunity to get a coffee. When I returned, a fixer had shown up and I asked for a HoT refresh, to be ready to defend. ***** had also shown up. There was talk in chat of petitioning him for training, both ***** and I asked people not to - I said something along the lines of 'Don't sink to that level, just ignore him', then ***** said they had seen him train so I was unsure if I had missed something.

Very shortly after that ***** on another account told us he couldn't log back in again. Some were asking him if maybe he'd changed password, trying to get him to check different things. Next thing I knew I had LD'd.

I had the message that I had been banned when I tried to log back in. In shock, I joined the chat bot with my fixer, still logged on my laptop, and informed them and my guild what had happened and stated I'd best log off this account too, which I did.

I am absolutely mystified as to what it is I've done to warrant a suspension. On top of the shock and confusion, I spent the day in daze, reading on LoR how I 'knew exactly what I was doing', watching my reputation being dragged through the mud and being branded a liar and cheat.

I've played this game since Nov 01, with my longest break of 4 wks, and I don't think I've even typed a curse word out of respect for parents who have their children playing this game, let alone anything of this magnitude. Nearly every post I read was like being kicked in the gut, rubbing salt in the wound doesn't cover it, being described as a cheat, as someone who 'fully intended' to cheat, when I still don't understand what happened hurt me considerably.

Although it's 'just a game', this slur on my IG character is a slur on me as a person. Not the virtual one, the real one, and it hurts as deeply as it would in the 'real' world. I am still reeling.

Nothing in my time in AO has upset me more than this. I am utterly confused, humiliated and bewildered to have been treated in this way - not just the ban, but the subsequent treatment in the fourms afterwards. At the least, I would like to understand why I have been banned, and ask you most respectfully to provide the evidence on which this ban has been based.

I look forward to hearing from you soon.
Heather / Silq

14th August

My 'apparent' connection? 'Some players' knowingly engaged?

Yes I was present, at the last two tower sites, but I had no knowledge of any exploit taking place. Everything seemed completely normal and as usual to me, I was just joining people in some TW.

Which battle was this please? I was only at two, and had nothing to do with placing the (control) tower at either. At the second infact, I was disconnected before the tower was placed.

Please provide me with evidence that I 'knowingly participated' in this exploit. There have been intimations on the forums that chat logs exists showing that we were all in on this 'conspiracy'. Please provide me with the log that shows that I am and I will let this matter rest.

To my knowledge I have never been petitioned, or moderated in the forums, or even so much as cursed IG. I have spent almost five years with an immaculate reputation, and due to being in the wrong place at the wrong time everything I have worked for and my standing in the community is gone?

The real penalty here is the irrevocable damage you have done to my character, something that cannot be measured in days This is a gross injustice, and I don't believe Funcom would willingly allow such an injustice to be associated with their company.

Please re-open this investigation, or at least provide me with the evidence this ban is based on. I have put too much time into to this game to give it up so easily.

I look forward to understanding why I am suspended, as I am still none the wiser.
Heather.

14th August

Dear Mr.Higgins,

As it happens, I am an innocent player - not even caught in the middle of something due to guildmates but due to a desire to help, an affliction I suffer from, although I never believed it would land me here.

I can completely understand the position you are in, and respect the fact that you must trust your staff. As a manager you can't possibly shadow them all. I also appreciate this puts you in a difficult position providing me with the evidence I requested behind my suspension - are you not provided with this evidence yourself? From your 'If you are an innocent player..' I must assume not, for surely if you had seen the proof with your own eyes there would be no 'If'.

I trust however, you do have some audit processes in place? That in particular circumstances you are able to review cases?

I sincerely hope so. As I have point out a couple of times, I have played this game for almost 5yrs. I believe if you check my history you will not find a single direct /petition against me, not will you find any threads I have started deleted, or any of my posts censored. As far as I'm aware I don't have a single enemy IG.

This suspension has not only shocked and surprised myself, as well as many clanners (as I'm sure you would expect), but even prominent Omni leaders have expressed surprise - as examples:

I point this all this out to you, as I believe the message in upholding my suspension is that if someone like me, who has never had a petition against her, does not have anyone speaking out against her - in fact rather the opposite, and not just from her own faction - can be suspended for being in the wrong place at the wrong time, then it can assuredly happen to anyone, at any time.

This may also apply to the others, but I can only plead my own case of course.

The insecurity and upset generated by this message and the confusion in general as to why I was suspended far outweighs, in my humble opinion, the inconvenience of reviewing my case with your staff.

Believe me, I'm well aware that precedents can be a dangerous thing, but I sincerely believe more good than harm can come of undoing this gross and blatant injustice.

I urge you in the strongest possible terms to reconsider, and I'm hopeful that together we can find some mutually satisfactory resolution. My reputation is extremely important to me, I've worked hard for it, I'm sure you can understand and appreciate the position I'm in as well.

I would also like to add had it not been for several posts by FC staff continually insisting that everyone present 'knew what they were doing', that 'there is no doubt' and branding me a cheat and a liar in public - as well as allowing others who are not in the possession of the facts to do so as well, has forced me to persevere with this. As a paying customer, I expect my integrity and innocence to be protected from heresay and speculation. I certainly don't expect FC staff to collude in ruining my reputation, I would have found silence more professional to be honest, rather than implications of guilt and 'evidence' that I know to be untrue and am still waiting to see.

If you are unable to provide either evidence to support my suspension, or a commitment to review my case, I believe you are obliged to provide me with contact details (internal and of external bodies) should I wish to appeal this decision.

Sincerest regards,
Heather/Silq.

16th August
To: trond@funcom.com; investor@funcom.com, pr@funcom.com, recruit@funcom.com, mbyom@funcom.com, ghiggins@funcom.com

17th August
To: account@anarchy-online.com, ahlsand@northzone.com, frank@funcom.com; martin.hoff@funcom.com

Dear Sir,

I am writing to you regarding a grave injustice carried out by one of more members of Funcom staff.

I have been a subscriber to Anarchy Online since Nov 01, with no payment breaks. I believe I have not had a single petition directly made against me, any thread I have started deleted, any post moderated, I have no enemies in the game - I don't believe I have even typed a curse word out of respect for parents who have allowed minors to play. In short I have an immaculate reputation, which I have worked hard to maintain for almost 5 years.

On Sunday 13th August for reasons still unknown to me my account was suspended for 7 days. I have been in correspondence with Geoffrey Higgins, the Customer Service Manager, and have yet to see any evidence to support this suspension, neither have the others involved in this incident.

In my case I know this evidence will never be forthcoming as I have never knowingly engaged in any exploit. I won't waste your time by protesting and justifying my innocence, Funcom staff already have proof of that - or lack of proof of my guilt to be more accurate - at your disposal.

I fully appreciate customer facing staff must rely on and trust what they are told. Mr. Higgins has already admitted the possibility of my innocence to me, however, in one of his emails by commenting "If you are simply an innocent player caught in the middle of something because of some of your guildmates, then I am really very sorry." I have requested that he either provide me with the evidence that supports my suspension, kindly review my case, or else give me contact details where I may make an appeal (as I believe he is obliged to do). This was well over 36 hours ago and I have not had a response.

As I have pointed out to Mr. Higgins, although this is 'only' a 7day suspension, the damage and slur on my reputation is permanent and frankly untenable.

This has been exacerbated by the relentless insistence of Anarchy Online's Community Manager that there was 'no doubt as to the guilt' of everyone suspended, and 'we knew what we were doing.' He has alluded to chat logs confirming my collusion that I know don't exist. Given I've already had a private admission of the possibility of my innocence, I find this continued defamation, and the allowing of community members to perpetuate the myth of my guilt, utterly unacceptable. It has compounded my distress to an almost unbearable degree, affecting every aspect of my life.

Please do not underestimate how much my good name means to me and the lengths to which I am prepared to go to clear it. I am aware I waive all rights on my actual account by accepting the EULA, what I do not waive, however, are my personal and civil rights. Nowhere in the EULA does it suggest I consent to have my personal character defamed by libellous statements (by libel I mean statement not based in fact, whether made in good faith or otherwise, written in public where I have no power of reply), such as those repeatedly made by the Community Manager in the public forums. I have been making tentative enquiries to seek recourse, but I would much prefer to settle this swiftly and satisfactorily with Funcom's co-operation.

A Defamation action would be unprecedented as I'm sure you know as well as I do. Until now MMOs have remain largely unregulated and unaccountable, but with the speed the industry is growing at it is inevitable that this will be forced to change as the public will not continue to accept it. I for one, will surely not.

I'm aware that to rescind on such a decision sets a dangerous precedent, and this puts you in a highly awkward position. I firmly believe a positive message can be sent out to the community if this is handled correctly, and I have faith in the capabilities of Funcom representatives to find a way to resolve this. Furthermore, I think the insecurity and upset this is causing to the community far outweighs the inconvenience of a review of my case. I urge you in the strongest possible terms to ask Mr. Higgins to reconsider reviewing my suspension in the short time remaining.

Please note that having my suspension simply lifted before it has run would be the easiest solution, and a private apology will be acceptable. If it is allowed to run, I believe the terms of what I would consider 'satisfactory resolution' will naturally and regretfully prove more difficult to achieve.

I look forward to hearing from Mr. Higgins soon.

Sincerely,
Ms Heather *****
('Silq' on RK2)

16th Aug

Dear Mr. Higgins,

I sent you a mail almost two days ago and have not received a response. I would like to politely remind you that I am still waiting for one or more of the following:

- Some description of the exploit I was 'apparently' involved in.
- Evidence of my 'conspiracy'.
- The chat logs that demonstrate collusion with as yet unknown exploit.

I still remain nonplussed as to why my account is suspended.

I would like to tentatively suggest that none of the above will never be forthcoming, and perhaps you may be aware by now, as I am, nothing of the sort exists.

This puts us in a rather awkward situation. I hope you understand delays to resolving this matter to my satisfaction will only exacerbate the issue.

There are around 5 days left on my suspension, I feel confident that you will use them wisely.

I looks forward to your swift response,

Ms. Heather ***** ('Silq')

Aug 16th

Many thanks for your mail, I appreciate your attempts to clarify this situation. I hope you will forgive me, however, for saying that it doesn't make sense to me that you are unable to share exact details of this exploit when "Those suspended knew exactly what they were doing" (Silirrion).

I, and I am sure others, would greatly appreciate clarification on some of the points you raise.

"The exploit concerns the circumventing of the gas timer that triggers after tower battles end."

Could you please clarify if you mean when the ct drops (and gas goes to 75%) or when the damage Org places their ct (and gas reverts to an hour of 25%)?

It is my understanding the game mechanics work as follows in a Tower Battle:

- The attackers take down the towers and ct while the base is < 75% gas.
- Upon the removal of the ct, the land *reverts to 75%* for 20 minutes.
- During this 20 minutes the damage/attacking org are able to place.
- The attacking org may have members that have temp joined that org solely for the purpose of getting damage on the ct - it has been clarified many times this is acceptable and NOT an exploit.
- The Damage org places the ct, and the land *goes back to 25% at that point* and becomes attackable again for an hour.

This is exactly what happened at the attack I was at, the gas timer was *not* circumvented.

I concede the possibility that there may have been some attempted exploit I am completely unaware of that was taking place, as you rightly say, nothing is absolute. The only way I can imagine this, from scraps of information compiled, is if the 'random 75%' bug that has been mentioned is not in fact random, and is connected in some way to org switching, or, has been erroneously reported as related to org switching. It would be ludicrous to suggest anyone was attempting this for two reasons:

- No specific call was made for any specific characters to temp join the org, a general request was issued in chat a couple of times. I did not switch orgs and no-one challenged me on it, nor did someone else present. The sole intention was to gain damage for Genesis on the ct. In fact if you check the logs you will find a comments to this effect, eg. suggestion not to attack until the ct was 70%, to be sure of damage for Genesis.
- Why on earth would clanners risk a ban to obtain 75%, when in every case (including the first base when 75% did happen due to this bug), attack another ct immediately afterwards and open up all the bases anyway?!

You can understand I hope why myself and many others are very confused. Things don't add up.

Please humour me while I propose an alternative scanario.

The first base went 75% and was petitioned as it being deliberate. The GM(s) then either followed the raid, or turned up some time later, this GM only had a partial understanding of Tower mechanics or was led to believe by the petitioner(s) that the org switching taking place was something other than ct damage farming. The chat logs confirm requests to temp join the org (though non specific, and I repeat it was made clear in chat the intention was for ct damage for Genesis, as is typical), and this was misinterpreted.

When the gas changed to 75% as the ct blew up, people started being suspended *before the ct was placed* - which makes me believe that you are actually referring to the normal, intended switch to 75% after the ct drops when you refer to this alleged exploit. The GM, confused, misled, or simply not very well informed, misinterpreted this 75% as a result of the org switching and kicked everyone there.

This is the only explanation that can be pieced together which makes any kind of sense and is consistent with all the information that has been released I'm sorry to say.

"The GMs who were there to witness the tower battle and subsequent exploit, spent hours compiling evidence, via person eyewitness account and logged data."

Could you clarify if this was before the suspensions were actioned or afterwards?

My problem here, is that if it was before, then you must be referring to a tower battle I, and many others of us, simply weren't at. So that must mean the evidence was compiled retrospectively, after the battle we were all present at, something I find highly contentious.

I appreciate the community manager was doing his job in the forums, but his statements of absolute guilt started appearing shortly after the suspensions. As 'hours' were spent compiling evidence, by this time I imagine the comments that had been made to pacify people had in fact prevented any opportunity to rescind at that stage - an unfortunate situation that has escalated to the point where I fully understand and appreciate why you feel unable to overturn suspensions without Funcom losing it's remaining credibility.

When you say they 'felt it was the correct list', it was in fact the *entire* list, and you'll have to forgive me if that seems more than a little suspect.

I also remain confused over your exploit policy. Silirrion made the following comments:

Yet you have told me that:

Completely contradictory.

If Silirrion is correct (and this is what the community have been led to believe, and allowed to perpetuate) then I would like to see evidence that I was 'complicit in it's planning' and that I 'knew exactly what I was doing' please.

If you are correct then Silirrion owes it to us to make a statement regarding the true nature of what constitutes 'guilt' in terms of our accounts, or his statements constitute libel.

I'm inclined to believe 'guilt' can be assigned simply for being in the wrong place at the wrong time, as this tower battle resembled any other of the hundreds I have attended and no-one could be reasonably expected to pick up any alleged exploit.

You are incorrect in stating I was 'knowingly working with [alleged] exploiters'. I believe statements such as these to be libel also, as 'simply being grouped with the person' does not constitute 'knowingly' in any court of law. Furthermore, I have yet to see proof that an exploit was perpetrated or even intended.

I accept that is your interpretation based on your own internal policies, and is how 'guilty' is defined relating to the account - but *not* when it comes to an individual's person, all of whom have been subjected to the most appalling treatment by your staff in the public forums.

Funcom's 'definition of guilt' only upholds for your intellectual and virtual property, not for my person and character. The people involved have been defamed and had reputations permanently damaged, and it is for this I seek redress.

The public forums quite clearly show that statements made against us have lowered our standing in the minds of 'right-thinking' persons (defamation), by repeated libellous statements (statements based on FC 'definitions of guilt according to internal policy', not facts, with no power of reply).

I can only imagine what a difficult week you have had so far Mr. Higgins, and I apologise that I'm not making it any easier. I very much appreciate your understanding and empathy towards my anger and confusion for being penalized in complete ignorance of the alleged exploit, and I'm sure you have extended apologies to those in a similar predicament.

I cannot accept your apology, however. Please don't take that personally, but I have to persist with getting to the bottom of this matter and seeking recourse for the irreparable damage done to reputation and character. In a very real sense, where real laws apply, such as libel, and innocent until proven guilty - I'm afraid your definition of guilty as pertaining to exploits only exists within Anarchy Online, and does not cover your customers' character.

I also requested contact details should I wish to escalate this matter, via appeal or complaint, within FC and by independent body. I believe you are obliged to provide me with those at the very least, and I look forward to your immediate assistance.

Unfortunately I doubt your week is going to get any easier, and this matter will not blow over in some days. Indeed, I am only increasingly sure of the scale and nature of this injustice as time progresses.

Sincerely,
Ms. Heather ***** ('Silq')

17th Aug

Dear Mr. Higgins.

Please refrain from patronising me. What makes you think I could possibly continue to play in game that has branded me a liar and a cheat, primarily through the public comments of your Community Manager? This suspension of yours is effectively a perma-ban as the damage done to reputation and character is permanent.

I continue to dispute that I 'knowingly consorted' to any such thing, however I see I am not getting through to you, and am wasting my energies.

The following remain outstanding:

- Any evidence that an exploit was commited or intended.
- Clarification of the contradiction between your statements and those of the Community Manager
- Evidence that 'Those involved knew exactly what they were doing" via "chat logs supported the fact that the person in questions was not only aware of the exploiting but complicit in its planning'
- Redress for the public defamation instigated and allowed by your Community Manager, where several of your own forum rules have been broken and inconsistently upheld.

Other persons involved in this incident have been awaiting replies from their queries for days at this time. As yet they are still paying customers and your job title implies you should be providing them a service. Please do so.

Yet again you have completely ignored my request for contact details for esculating this manner by manner of appeal or complaint. I must take this as a refusal to co-operate with this request.

If you think that the end of my suspension will put at end to this matter, you are very sadly mistaken. I'm in this for the long haul. I thought that was clear to you by now.

You will be hearing from me shortly,

Ms. Heather *****.

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