Confused at answer from support ticket

#1 - July 6, 2014, 2:05 p.m.

Yep, it’s me again and I’m still very confused here… Ticket Number: 722392

This is the response I got:

Thank you for updating us regarding this issue.

While we understand that you would have preferred to receive a different response to your petition, we must reiterate that we are unable to fulfill your request. The reason for this is because there is no evidence that your account was accessed by an unauthorized individual.

Regards,

GM Warco

What I’m confused about is how can there be no evidence if my characters are all missing… I mean that’s just madness! I’m sure it can be seen if they can roll accounts back that my characters are missing so I’m not sure the issue here?

Gaile Gray

#11 - July 8, 2014, 4:19 p.m.

Please note a few things in relation to Ticket 722932 (which is your ticket number):

If you have a question about a Customer Support decision, the forum members cannot answer it. You may update your ticket to ask your questions of the Customer Support Team, which you did, and which they answered. Beyond that, you may post in the Tickets for Review thread — as you also did. However, starting a separate thread on this issue isn’t appropriate (and is, in fact, a violation of the Forum Code of Conduct).
In your particular case, your account was not compromised.
We do not have a policy of giving one free restoration per account, upon request. We have a policy where we will restore an account if we are able to establish that it was compromised by an unknown third party, and such restorations generally are reserved to one per account.
Deletion of characters is not “proof” of a compromise incident. Players delete all their characters from time to time, for a variety of reasons.
Proof of compromise occurs through game logs, which establish points of access, security breaches, the offloading of items (generally to an RMT-associated accounts) and much more.
The final answer here remains as it has through several official responses: we are unable to offer you an account restoration because your account was not compromised.