Here’s what happened:
1) Wife receives an email in her GW2 account’s email that says that someone changed her email address. No link is provided to refute this (save the basic support link) (appx 10AM PST)
2) She tries to login. Doesn’t work (no surprise)
3) Change email pw and virus/keylogger scan
4) She is able to login with the old GW1 account and submits a ticket
5) Receives an automated and Cust Support response asking for details (serial key, user name, etc)
6) Serial key email has been “suspiciously” deleted (either via hacker or gmail’s bugs)
7) Replies to email with purchase CC info (last 4) and username gathered by me logging in and seeing the hacker online
8) Receives response that “the email used to update the incident is not the email that created the incident” (what!?)
9) Create new ticket – frustration level is pretty high by this point (appx 11AM CST)
10) As of 6PM PST there is still no response whatsoever to this new ticket.
So, it’s a high probably her email was hacked and whoever it was deleted all the notifications of password changing/IP authorization, etc. and missed the email change notification. Also grabbed serial key and removed that email.
But this support process has been very much less than stellar and only added to the frustration level. Once it’s resolved, we’ll be using the authenticator option, but not having any response for some time after having your own support system reject the incident updates from the email address that it was sent to is just mind-boggling!
