So angry and frustrated...

#0 - July 9, 2009, 12:43 p.m.

I planned for a week to play with a friend - he bought game time just to play with me and I logged on to find my account disabled. I am pretty much POSITIVE that it was not compromised as Blizzard seems to think and there is absolutely NO RECOURSE besides waiting for days after sending an email. That is completely ridiculous!

So when they Blizzard folks (not the word I want to use..) see that my account was in fact NOT compromised...what will the do??? My guess is NOTHING. This is insane - I bought my husband an account and I bought one, I have brought friends in - I have spent a lot of money on this idiotic game just to be treated like dirt (again NOT the word I want to use...as I said I'm angry..).

I understand Blizzard wanting to protect their players and accounts but they have phone numbers they should make a courtesy call when they disable accounts - Just about every other business in the world does...short of that they should offer phone service to resolve or even an automated page or something to tell you WHY they think the account is compromised and offer some quicker resolution.

I feel that this level of customer service is inexcusable considering the monthly payments and I feel that they OWE me some serious compensation for the aggravation and disruption to my service.

If anyone that can help me is reading this: Realm is Cairne Toon is: Reanne

Orlyia

#2 - July 9, 2009, 12:54 p.m.

Q u o t e:
I planned for a week to play with a friend - he bought game time just to play with me and I logged on to find my account disabled. I am pretty much POSITIVE that it was not compromised as Blizzard seems to think and there is absolutely NO RECOURSE besides waiting for days after sending an email. That is completely ridiculous!

So when they Blizzard folks (not the word I want to use..) see that my account was in fact NOT compromised...what will the do??? My guess is NOTHING. This is insane - I bought my husband an account and I bought one, I have brought friends in - I have spent a lot of money on this idiotic game just to be treated like dirt (again NOT the word I want to use...as I said I'm angry..).

I understand Blizzard wanting to protect their players and accounts but they have phone numbers they should make a courtesy call when they disable accounts - Just about every other business in the world does...short of that they should offer phone service to resolve or even an automated page or something to tell you WHY they think the account is compromised and offer some quicker resolution.

I feel that this level of customer service is inexcusable considering the monthly payments and I feel that they OWE me some serious compensation for the aggravation and disruption to my service.

If anyone that can help me is reading this: Realm is Cairne Toon is: Reanne

I am sorry it can take a bit to process the paperwork, Bospora. I do see where you responded that your computer is secure as we asked.

If you are absolutely certain no one else has had access to this account, you may want to review what is and is not permissible ingame. This will need to be evaluated by Account Administration before it can be considered to be allowed back into the game. I can confirm, however, we did receive your response and it is in queue to be looked into.

Orlyia

#7 - July 9, 2009, 1:11 p.m.

Q u o t e:

Thank you for your response...right now I would really like to know why the account was disabled - all the email says is suspected unauthorized access.

I only use two add-ons and I think both are acceptable - Questhelper and Auctioneer.

Is there anything else I should look into?

Yes, you need to find out how a foreign country got ahold of your account information to use this account to advertise with. I know you think you are secure - but they got ahold of your information somehow. Have you responded to any suspicious emails that claimed to be from us - but asked things we'll never ask - like your password? Had any emails in game sending you to download files?

This has not a thing to do with changing your billing information, Bospora. This account was used for malicious purposes. That is why it was locked down.

There are many ways these scofflaws can infect a machine, or trick a player out of their information, but it is very important to figure that out. If they CAN still get in, they WILL be back.

Orlyia

#13 - July 9, 2009, 1:30 p.m.

Q u o t e:

I have no idea how anyone could have gotten hold of my info - no passwords or account name were ever given out and I have scanned and rescanned the two PCs I access my account from...so what is the next step. The only thing I can think of is the Mountain Dew Game Fuel Promotion and merging Battle Net account.

You may want to consider the possibility that your email account itself was compromised and they pulled the information directly from it.

We've even seen cases where after a email password was changed, thieves still had access because they had the foresight to setup a forwarding address to themselves in the email account itself.

Orlyia

#18 - July 9, 2009, 1:34 p.m.

Q u o t e:

As I said before NO ONE HAS EVER HAD my login info or been on my account. I do NOT share my PCs or my logins...I have both hardware and software firewalls. My PC is secure - this is necessary for my job actually. I do not even look at email for the most part and have received NOTHING concerning WOW til my account was disabled. I have NEVER responded to any email from anyone I do not know.

The account info must have been accessed through Blizzard or Battlenet - there is No other way unless someone got lucky with cracking my password and account name. My passwords are always 10 caharacters or more - mix of upper and lower case and numbers and letters so cracking is not likely.

There has never been a case of this from our side, Bospora. Lots of folks that think as you do at the moment, but never ever a confirmed case. Most keep digging and eventually do come up with the leak.

What scanners are you using? System security is really outside the scope of assistance we can offer in this forum ourself, but we have many knowledgeable regulars in that field that would be more than happy to offer you tips.

Orlyia

#36 - July 9, 2009, 2:14 p.m.

Q u o t e:

trial account...hope that is not breaking any rules..

That is perfectly fine, Bospora and is greatly preferred over using a friends (which some folks do) and getting them compromised as well :)

Have you ever visited the forums from another machine? Many folks never think of that, but the same pass/ID combo is used and an infection on that machine could grab this information as easily.

Given the nature of what this account was used for, I strongly suspicion a web-vector. Sites that scam like that tend to pillage accounts and then use them for the same advertisements to keep the cycle of infection going. It could be anything, but it wouldn't surprise me at all to find out in the end that is what happened.

I do wish you all the very best in tracking this down, sometimes this can be a more daunting task than what is on our end. It's a task I do not envy.

As far as auto-updaters, I just cannot recommend them. You are letting a program automatically have access and installation rights, I guess I'm just not that trusting :).

Aredek

#118 - July 10, 2009, 2:02 p.m.

It may take somewhere between 2 to 4 days in total to retrieve your account using the [email protected] e-mail address, Bospora. That said, your e-mail was sent about a day and a half ago and should be nearing the top of the queue.

I did notice, however, that you may have changed your registered e-mail address. As an added precaution, you may want to send an additional e-mail to wowaccountrecovery from the new e-mail address with a brief message indicating that you've changed your registered e-mail address as well as the updated information.

Let me know if you have any questions!

Aredek

#120 - July 10, 2009, 2:27 p.m.

Yes, please send an e-mail from your new registered e-mail address. This should not affect your position in queue, but will allow our Account Administration Department to assist you. :)

I completely understand the security steps and greatly appreciate that you've taken them. :)

Aredek

#122 - July 10, 2009, 2:40 p.m.

Yep! I just saw it come in. :)

As I previously mentioned, it should just be a little while longer before your request reaches the top of the queue. Therefore, I encourage you to keep an eye on your registered e-mail address over the next few hours. :)