2 weeks and still waiting

#0 - April 20, 2009, 4:01 p.m.

On April 5th my account was hacked, 5 minutes into my account being hacked i reset my password and changed my email and gained full control of the account. On April 8th my account was locked by account administration even tho for the last 2 days i was playing on my account and raided that Tuesday night.

No biggy I fax in my account retrieval form on April 9th. Get no response from that so i fax in my account retrieval form again on April 15th from there i called customer service and talked to Colin. He had the account retrieval form I just faxed in on the 15th in his hands and it was legible.

Now its April 20th and i have not heard a single thing about my account being returned to me and I am growing quite tired of waiting. So please if there is any information on when i can expect to get my account back please let me know.

A character from my account is: Ponchno Tichondrius realm Horde side.

Syndri

#53 - April 20, 2009, 10:18 p.m.

Let's lay off on the accuasions, assumptions, and arbritary anecdotes. This is not the location for such hostility.

Geneviieve, you've my apologies for any delay; I'm working to verify status of your account at this time. In the meantime, please understand that, while my colleagues and I will attempt to all address all posts created herein, such is not always possible. We're caring human beings, but do unfortunately possess human limits. :)

Syndri

#55 - April 20, 2009, 10:26 p.m.

We've absolutely no reason to ignore your concerns, Geneviieve, particularly if we're in a position to assist. I would thus greatly appreciate it if those theories regarding purposeful absense from your threads could be dropped; you're welcome to personally blame me for any delay in service you've received.

With that said, we unfortunately do not possess any paper or electronic faxes on file for the account in question. For confirmation, the dates on which such faxes were sent were the 9th and the 15th of this month?

Syndri

#57 - April 20, 2009, 10:30 p.m.

May I ask which fax number you issued these documents to?

Syndri

#60 - April 20, 2009, 10:40 p.m.

The numbers you've indicated are specific to Account Administration; Billing & Account Services uses a wholly different system. It's thus highly unlikely that a Billing representative would be able to physically possess any documents received through one of these lines.

May I ask what day you contacted Billing & Account Services? Hopefully we can get to the bottom of this. :)

Syndri

#61 - April 20, 2009, 10:42 p.m.

Also, I would sincerely encourage you to resubmit your retrieval form. To perhaps ease this submission, you're welcome to send the form and your ID as attachments via email to [email protected].

I'd be happy to confirm the email's (or additional fax's) reception, as well. :)

Syndri

#63 - April 20, 2009, 10:52 p.m.

If you click on the "Options" button just below your posting avatar in the upper-right hand corner of this forum, Geneviieve, you'll be brought to a page wherein you can enter an email address. Can you please type in the email address at which you received this survey?

Syndri

#65 - April 20, 2009, 10:58 p.m.

Thank you, Geneviieve. :)

Regrettably, it appears there may have some form of misunderstanding regarding the reception of your account's retrieval form—a fact for which I do sincerely apologize. To date, our Account Adminstration representatives have not received any faxes related to the account in question.

As I noted, though, if you are willing to resubmit such information at this time, via fax or email (which may be easier for you), I'll be happy to confirm its reception and follow it through on your behalf.

For reference:

Q u o t e:
Digital Submission:
Once the Recovery form is filled out completely, email the completed form and photocopy of ID as attachments to [email protected]. Digital submissions are accepted in the following formats: GIF, JPG, PNG, PDF, or TIF. The total submission size must remain under 3 MB to be processed.

Syndri

#67 - April 20, 2009, 11:03 p.m.

Before you do, here's some tips for increase the success of your fax:

http://forums.worldofwarcraft.com/thread.html?topicId=14318909866&sid=1&pageNo=1#4

Make a black & white photocopy of your information, this way everything is already in gray scale
Enlarge the ID by about 100% and up its brightness
Ensure that the writing is legible; use block letting if necessary
Have all pages go through in one submission; multiple, consecutive submissions will not count
Fax a copy of your submission to yourself first to see how the pages will look once sent; adjust size, writing, and brightness accordingly
If, after 48 hours, you haven’t heard back, email [email protected] and resend

Syndri

#70 - April 20, 2009, 11:24 p.m.

We've not yet received your fax, Geneviieve. I'll check back with you after 4pm.

Syndri

#73 - April 21, 2009, 12:46 a.m.

Received. :)