Requesting Ticket Support

#1 - July 26, 2013, 4:01 p.m.

hello dear GW2 community and GW2 staff

a friend of mine wich is playing this game since its release back last year recently came back to the game

what he found was a hacked account with all informations from e-mail to password changed

he then contacted the support and restored his account changing his e-mail back and resetting its password
aswell as restoring lost characters/items

till this point everything went perfectly smoth and everything

but then one day later the account got banned due to some strange activitys on the account
he contacted the support again and unlocked the account

went smoth and fast like before

now comes the bad part
a few hours later around 3 am in the morning he got disconnected
his e-mail got changed again aswell as his password

ALL this happened btw. while the other ticket to restore the account was still open!

SIDE NOTE: e-mail adress can ONLY be changed by a SUPPORT member… not by a player !!!

so he contacted the support again in the same ticket as before
he provided everything from CD key over informations of the account like when wich character got created… were he bought the game.. how much it did cost… what version it was

and even a screenshot of his ID !

note that he provided this stuff before allready to restore the account!

the answer from the support took a few hours
the answer was short and simple ticket has been moved to account administration blabla contact shortly bla

he then wrote into the ticket that all he wants is:

1. restore the e-mail adress
2. reset the password
3. punish that guy
4. compensate for the loss of playtime/failure of the support
5. explain how this could happen

he provided the e-mail adress once again
and note that every other detail was still provided in the ticket form

about 24 hours later (thats shortly huh ?) an answer came from the account administration that he should reset his password and check his computer

now might someone tell me how he can change his e-mail adress whitout the support restoring it ? as he requested in the ticket ?

so hes sitting here since 3 days now unable to play cause the support changed the account information for someone who is NOT the owner of the account !
and the support isnt even responding or atleast takin the time to fix this problem wich THEY created

so i ask you guys how can this happen ?
how can the support change the account information of an account for someone who is not the owner and cant provide stuff like a ID screenshot ?

how can a support be that ignorant ?
how can a support threat a cusomer this way ?

did this happen to anyone before and maybe someone knows how to handle this situation ?

ticket number:
130724-001232

have a nice weekend

Gaile Gray

#10 - July 26, 2013, 5:57 p.m.

Your friend is getting hacked, repeatedly. This is not an issue with our security, nor an issue with the quality of our support (hence, I changed your insulting thread title).

Your friend needs to secure his computer, as our agent has told him. He needs to scan for malware (like a keylogger) on his computer following instructions sent over on July 25th. He probably needs to set up a completely NEW e-mail account, since his e-mail may have been compromised. And he needs to stop making new tickets! If he has new information he needs to update his first ticket rather than making a new one.

We want to help, but we’re unable to do so right now, because we may be exposing the account’s information to the hacker (through an insecure communication chain). And your friend is refusing to provide other information that we need to prove that he is the account owner, when multiple people have the serial code.

Answer me this: How did that other person (the hacker) get the serial code? How was he able to get in the middle of this conversation? Probably (I am speculating) because the e-mail is hacked. Definitely he did not get the code info from us! Your friend needs to provide information that the hacker does not have. We are willing to work with him, but he needs to do his part!

My associate is sending a response. Have your friend respond, but have him consider the idea of a new e-mail address to keep the conversation private because we really believe that e-mail is compromised and that’s how someone is hacking him.

Gaile Gray

#12 - July 26, 2013, 6:13 p.m.

I understand you want to help your friend. As I said, we are actively looking at this!

I will merge this post into your other thread, but please just wait while an agent figures this out.

One thing we noted was that this account was purchased from an unauthorized third-party and that can sometimes pose issues in verification. We also suspect that the hacker closed the ticket when your friend wrote us.

We will continue to address this, but we may need to wait until a couple of other people are back on duty before we can finally resolve this. In the meantime, be assured that the account is locked to everyone and it is going to be kept that way until we have more information.

Gaile Gray

#14 - July 30, 2013, 10:48 a.m.

Hey Viper. An agent is in the process of reviewing this right now. (He was doing that when I asked him about it, so we’re good.) Two things happened:

An agent clicked the wrong thing. Ignore the flags or the designations — they were simply done it error.
You submitted a duplicate ticket, and as I have said many times, duplicate tickets slow your response! Here is a perfect example of that, so everyone should keep this in mind: If you want an update, update your existing ticket and do not create a new one.

You’ll have an answer today.

Gaile Gray

#24 - July 31, 2013, 5 p.m.

bluestocking.6148:
Well there’s your problem. I mean seriously, it’s right there in the email. Your friend bought a code from some third-party that’s probably not legit or was used for more than one account.

Did he buy the second account from the same retailer, or did he download it direct from the site here?

It’s not fair to blame ArenaNet or NCSOFT for the shoddy practices of an unauthorized seller. Please stop posting about this. The issue is NOT ours to resolve, and I think the team has been extraordinarily kind to allow the player to re-enable his account rather than saying “Nope, start over.”

Considering the circumstances you are wrong to be upset; rather, I feel, you should recognize that we got not a single penny of that shady seller’s money, and cannot be held responsible for his/her actions!