Hacked: Can Items Be Restored?

#0 - Jan. 9, 2010, 4:51 p.m.

I am one of the lucky bunch that was unfortunate enough to get their account hacked into recently.

I try to log in yesterday after a friend of mine calls me and tells me that my characters are running around, removed from the guild, and won't respond to any tells. I try to log in when I get home and fine that my Battle Net account has had a Authenticator placed on it... I've never ordered an Authenticator, and never used one.
After trying for hours yesterday to call Blizzard support, and continuously getting the message “ we are experiencing a high call volume, please try calling back later” I finally get through and sit on hold for over an hour. The customer support member I talked to was able to take the Authenticator off of my account, I changed the password. However, I was told that if I was missing any items on any of my characters that I would have to petition in game.
So, I log in, and long story short my characters are a complete disaster! My bags are 100% empty, gold is all gone. Items my character was wearing have been switched out with lesser quality items that may have been in my inventory, with the superior ones gone. Badges, gone, Honor points and Wintergrasp tokens, gone. Pretty much anything that wasn't nailed down is gone.
This happened on several of my characters, especially my level 80s. I have more than one account, all tied to the same Battle Net E-mail address, so it happened across both accounts as well.

I currently have had a ticket open in game for over 24 hours now. I've been trying to call back tech support as well, but unable to get through.
My question, for now, if anyone can help me out with it.

--Will my items be able to be restored?
--Will my character just be rolled back to a time before the hacking took place?
I am currently scared to even play my characters, because if I make any progression on them... make any money.. get any badges.. etc. and the solution is to roll my character back to a previously saved version of it...
--Will I loose all the items I accumulate if I play the character while waiting for Blizzard to respond?

This is all Extremely Frustrating!
I appreciate any help anyone can give me, Blue post or otherwise.
Thanks!

Aredek

#2 - Jan. 9, 2010, 5:27 p.m.

Q u o t e:
--Will my items be able to be restored?

Most likely, yes. In most cases, we are able to restore most (if not all) items lost as a result of an account being compromised. Rest assured that we'll do our absolute best to recover these items for you during the investigation process.

Q u o t e:
--Will my character just be rolled back to a time before the hacking took place?
I am currently scared to even play my characters, because if I make any progression on them... make any money.. get any badges.. etc. and the solution is to roll my character back to a previously saved version of it...

No. Your character will not likely be rolled back. Instead, your character will sent any items lost via in-game mail so that you can play the character as normally as possible now without losing any progression. So, please, worry not. :)

Q u o t e:
--Will I loose all the items I accumulate if I play the character while waiting for Blizzard to respond?

Nope! The restoration process is designed to be as unobtrusive as possible.

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For more information on how to secure your computer and report your account as compromised, please review the following threads:

Computer Security Recommendations:
http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1

Account Compromise Info Center:
http://forums.worldofwarcraft.com/thread.html?topicId=14318909866&sid=1

Should you have any further questions, please let us know.

Aredek

#7 - Feb. 8, 2010, 6:16 p.m.

Q u o t e:
My account was hacked 2/4/2010. It happened when an authenticator was suddenly put on my account that I didn't have. After contacting customer service I was able to have it taken off and logged in. I have (had) 4 level all epic 80 toons I've built up over 5 years of playing. They lost all high end gear, including weapons, so I can't fight in even basic dungeons without Main Hand and Offhand weapons. I had over 8,000 gold on one character, I was left with about 50g. I had bank bags filled with frozen orbs, dream shards, crusader orbs, epic gems, etc, etc. All gone. All emblems of frost, triumph - gone. On my mage, I had a gearscore of 5300...now its 4600 when I wear the leftover pvp gear remaining. I had 24 Champion's Seals and by earning 1 more when I logged back in I was able to get a dagger for it so I can run heroic dungeons. Otherwise I have no weapons. So far, Blizz has restored two emblems of triumphs to my account. That 's it. Thats for one toon. The rest are in limbo. I have no desire to play or keep paying for a subscription when it's like this. In the meantime, I've received 5 Customer Service ratings surveys, when all I received in terms of CS was rote apologetic messages about delays to being helped. Now I'm reading some message boards about how they offer "care packages" of 2500 gold...that would NOT cover what I lost. I do not want to be offered a care package. I want my stuff back! How likely is this to occur?!

If at all possible, can you create a new thread of your own rather than bumping old threads related to issues only slightly related? This will give us the opportunity to start afresh and dedicate all attention to your specific issue. :)