Several days ago I received a wrongful ban for botting. Thankfully tonight my account was restored. Unfortunately the reply I received alludes to violation of US federal law, and possible protected health information being stolen.
I have posted the response and my reply. I am hoping Gaile or someone sees this soon as the que takes days and I would like to be able to tell the hospital security team something in the AM.
[b] Response Gonzalez via Email 11/02/2012 07:08 PM
Hi REDACTED,
Thank you for being patient while we were working on your account! We received all your tickets and I would like to let you know that our support system does work and we are replying back to players as soon as we can. We hope you understand.
I am happy to inform you that we have successfully restored your account access. You should now be able to log in using the following information:
Account Name: REDACTED
Password: REDACTED
To update your Guild Wars 2 password to something new, login using your current information at https://account.guildwars2.com/ and follow the steps below:
1. Click on the “Edit Profile” link on the left hand side of the page.
2. Under “Change Password,” enter the current password, as well as a new password in the New Password and Confirm Password fields. (Please do not use the same one that you previously used)
3. Click “Save Changes” to complete the password change.
To make sure this problem does not happen again, we strongly recommend you to create another email account just for Guild Wars 2 with a secure password and reply to this message so we can change it for you. You would need to create a secure and unique password for both your email and your Guild Wars 2 Account.
Also, be sure to read the important information provided by the link below to help ensure the security of your account:
Title: Security FAQ
https://guildwars.custhelp.com/app/answers/detail/a_id/993
If you notice any missing items, we are currently technically unable to provide restorations or any direct assistance in reclaiming what was lost. We understand that you may have become attached to the characters that are missing items, so to get you back on your feet and playing once more we would suggest seeking out the ‘Renown Heart’ NPCs that have had their tasks completed. They tend to provide useful gear for small amounts of Karma.
If there is anything else you need assistance with, please contact us back.
Best regards![/b]
This is scary! Not a good thing at all.
My reply is
[i] Customer REDACTED via CSS Web 11/02/2012 08:08 PM
That is good and bad news.
While I am happy about this I am a bit confused and concerned. My account was banned for botting and I assumed was picked up as a false positive by an automated system. I was hoping to find out what to do about that to prevent it happening again.
What your reply implies is that I have been hacked and my email compromised. This is a much more serious situation than a game account. Hacking email is a federal crime and I have sensitive medical information in my email for dozens if not hundreds of patients. If my email has been broken into this needs to be pursued. My computers are clean of keyloggers, viruses, and rootkits, at least as far as McAffee, AV, adaware, and my IT dept can find.
I have already changed my email password (which is done every 2 months anyway) and will be speaking to the hospital computer security, HIPAA officers, and the department legal staff in the AM.
My question is how do I go about getting information from your company about the log ins. Any log in attempts, times, and IP addresses would be at the very least needed. I realize most likely this is likely a problem out of US/EU/Canadian jurisdiction, but if any of the access attempts are in a first world country that can provide a starting point for the legal team. Can you provide this directly? Do I need to send a request via our lawyer to Anet or NCsoft? If so what is the address or best contact information for your legal department or is Gaile Gray the best person?
I am hoping you can tell me this reply was an error, but I need to gather any information asap.
I would be happy to discuss this on the phone if needed, I can provide contact numbers via email, PMS, or through the support system. [/i]
Thank you for any help you can provide.
