My Account was hacked-Arena Net do nothing

#1 - Aug. 18, 2013, 3:22 a.m.

Hello,
First of all, I must say that I am very disappointed from the support team. I didn’t expect from such company as Arena Net to behave the way they did. They claim that I deleted my 5 characters with my own will (that claim is not even logical, why would I want to delete all my characters and try so hard to get them back- the prove is below). In addition, they provide 2 options of Issues when you create a ticket : "Hacked Account " and “Refunds”, that as stated , they are not able to do anything about both issues: They don’t want give my money(not the money of the game) ,my items and my characters back. When I sent them the tickets I only asked for one of them. Also,the employees in the support team like “easy work” , so they repeated almost everything that was stated in the last ticket- a very surprising fact ,they actually didn’t even check it again or try solve it in another way-the new tickets that I created.
This is unacceptable to leave a customer with nothing and replay him in such way. If you really would want to help knowing you can’t fulfil the customer request stated in the ticket, you could try to offer an alternative way to help the customers. Althought, I paid 50$ and deserve full support, the support team didn’t support my issue, so right now my thief level 80 is gone ( I had 3 ascended items and full exotic gear -How Big my Issue is and how little the support team helped).

*I am looking for the phone of the customer service of Arena Net, anyone who knows it please post it here or PM Me.

PROVES:

1. Response Via Email (GM Nito) 08/14/2013 06:42 PM

At this time we are not able to recover individual characters. Please note, the character deletion process was designed to prevent accidental deletion and asks the player to confirm, by retyping the character’s name, that the deletion is desired and intended.

If you have any other questions, please feel free to contact us.

Regards,

GM Skull Knight
Guild Wars 2 Support Team
http://support.guildwars2.com/

2.Response Via Email (Marco) 08/16/2013 07:08 AM

Thank you for contacting the Guild Wars 2 Support Team.

At this time, we are unable to fulfill your request. As we stated in our previous response, the procedure to delete characters was designed to prevent accidents as you need to type the exact name of the character and confirm it in order to delete it.

I’m sorry we were not able to assist you with this particular situation. please feel free to contact us in the future if we can help you with other issues or concerns.

Regards,

GM Burnt Pixel
Guild Wars 2 Support Team
http://support.guildwars2.com/

3. Response Via Email (Vides) 08/17/2013 03:42 AM

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.

Regards,

GM Mises
Guild Wars 2 Support Team
http://support.guildwars2.com/

4. Response Via Email (GM Shooul) 08/18/2013 05:59 AM

Thank you for getting back to us.

We understand that this situation might be frustrating for you, but as the previous GM’s told you, we are not able to restore your characters.
When you decide to delete them you have to type the name to confirm it. If you confirm the deletion there is no way to restore them.
Since you decided to delete your character we are not able to offer you a compensation.
If you have any further questions, please contact us again.

Regards,

GM Shooul
Guild Wars 2 Support Team
http://support.guildwars2.com/

“Don’t Be Sorry or Thankful, Prove Me Right!”

#6 - Aug. 18, 2013, 10:18 a.m.

If you account was hacked, the team would have been able to offer a full account restorations. The fact that they did not makes it clear to me that your account was not compromised. Perhaps you shared it. Perhaps you did not secure it and you got caught in an “Evil Little Brother™” situation. Perhaps someone saw your password on a piece of paper and accessed when you were out of the house. But none of those situations reflect truly hacked accounts, and they are handled differently than a situation where someone who plays in France suddenly finds his account accessed from China.

You didn’t put your ticket number in this post, but I feel certain that if I had it I would find notes that indicate the account was not accessed by an unknown person in a different location. And in that case, the team made exactly the correct response in not offering services in a situation where it is impossible for them to verify what happened, and incredibly easy for someone to file a false claim of “hacking” to try to benefit from an account restoration.