We are unable to take your call

#0 - Dec. 28, 2009, 8:16 p.m.

Help. My account was compromised and I have been working on trying to get it restored. I just got hung up on twice from the accounts phone number saying something about being unable to take my call due to a large call volume. I believe the process is in full works but I have gotten the run around on getting one character moved back to the server he is supposed to be on.

Here is my story;

My account was compromised on or about Dec 20th. The thieves applied an authenticator to the account and went about the buisness of stripping it of anything of value. They moved my hunter from Bonechewer to Gilneas.

I have since been in contact with blizzard on several occasions TRYING to get all of this worked out and get back to normal. I have also since ordered an authenticator so I will not have to worry about this run around. I have spent well over 3 hours on the phone in two seperate phone calls to blizzard as well as opened an in-game ticket. The only resonses I have gotten via email or in-game have been canned letters that said things like "we are doing all that we can" and "Please click the following link for our security recomendations"

I am trying not to come off as a whiney irritated customer, and I do understand these things take time, and honestly if sitting on the phone waiting 45 mins to talk to someone is what I have to do because I was compromised.... then I will do it. But the total lack of response from the other side is frustrating on top of already being in a bad situation.

As of now, to my understanding, the account recovery guys are working on restoring my items and money... thats great, however, the last email I recieved said that I would have to contact billing and accounts (again) to get my hunter moved back. So... I tried. When i called the account support line my call didnt even make it to their wait que. I got an automated response saying they were unable to take my call due to high volume.

Again, I'm trying to be patient and trying to keep calm, but if I have to contact accounts to get my hunter moved back to bonechewer, how am I supposed to contact them if the phone cuts me off?

Help.

Bheralrul

#7 - Dec. 28, 2009, 9:53 p.m.

Q u o t e:
and appearently you cannot even get a response from posting here.

This whole process would not be so frustrating if I had any idea what was going on.

Are you not able to log in and play, Furry?

After reviewing your account I am showing that the malicious authenticator has been removed, the Paid Character Transfer you did not authorize is pending to be moved back, and you are currently in queue with the Game Masters for restoration.

E-mails appear to have been sent to you regarding these issues as well, mayhaps they did not arrive, like a carrier pigeon lost to the war :( I do apologize for any confusion, but you do appear to be in good shape. If you can not log in, please let me know so we can look into trying to get a password reset.

Bheralrul

#8 - Dec. 28, 2009, 9:59 p.m.

Q u o t e:
I just got hung up on twice from the accounts phone number saying something about being unable to take my call due to a large call volume.

I would also like to make a quick note of this. Before, when all lines were busy, you would just get a busy signal, or if the phone lines were super swamped, you may have just gotten a disconnect. We did not want people to get the wrong idea from that so we got the messaging system in place to be able to let those who call know they got the right number, and that it is just busy.

Not being able to talk to someone when you want to can be rough, but we are hoping it is a bit more polite to at least let people know they got the right number and what is going on, instead of them getting a repetitive beep, or worse, silence and the operator message saying you may have dialed a wrong number ;-)