#49 - Jan. 13, 2010, 6:08 p.m.
Good morning, Nyghte.
I can confirm that we've received several retrieval emails from you with a portion of the requested information attached. Unfortunately, we need to receive a copy of a government-issued ID and a completed Terms of Use form in the same email submission for the retrieval process to be complete. Here's a link to the Terms of Use form:
http://us.blizzard.com/support/article.xml?articleId=26361 Go ahead and complete that form now and attach it and a scan of your government-issue ID to the same email and send it to
[email protected]. I'll keep an eye out for your email and will confirm with you personally when it has been received. We should be able to take care of this issue for you fairly quickly once we receive both documents.
You're also welcome to continue to phoning our 1-800-59-BLIZZARD number, but that's completely up to you. :)
Q u o t e:
The emphasis should be on Blizzard since they have the most to gain. Not on the client. Blizzard began this mess when they forced us all into Battle.net. They compounded it with the authenticator code. You will notice the authenticator was not mandatory? That's because if they made it mandatory for you to buy more security it amounts to a protection racket. But they also have not been forthcoming on the real issues. Nor do they invest in the personnel for either protection/prevention or recovery.
Q u o t e:
Yep. they simply applied for a code and attached it to my account. End of story.
Though I know you are frustrated and are simply trying to put rhyme to reason, this is a spurious assertion that possesses no merit. I ask that you please cease this sort of spread of misinformation, as it helps neither you nor your fellow players.
To begin, Battle.net is not "a mess." It is not less secure. It is not responsible for the compromise of your account. Can Battle.net accounts be compromised? Yes. They can, if the proper precautions are not taken. Is it impossible to secure a Battle.net account? No, it is not. There are many ways to protect oneself against compromise.
Similarly, our Blizzard Authenticator system did not contribute to your account's compromise. Can accounts which are compromised then have an Authenticator associated with them without permission? Yes. They can. But do Authenticators pose any risk to accounts or can these devices be used to compromise an account? No. They cannot.
Now, in order for an account to be compromised, its login information must be learned by an unauthorized party. This can happen in multiple ways. It's possible that a computer from which you accessed your account possessed a latent infection. It's possible that you accidentally responded to a malicious phishing email or visited a website which contained embedded malware. It's also possible that your registered email address was compromised separately, opening a doorway to your Battle.net account.
I know it's much simpler to point the finger at Blizzard Entertainment than considering the above possibilities. It's important that you come to terms with them, though, because if you deny personal responsibility, you may neglect to take key steps which can bolster the security of your account. In the end, accepting that compromises occur client-side is the first and most important step to protecting your account.
As always, we'll be happy to help you reclaim your account (if necessary) and recoup any losses your characters may have suffered as a result. All that we ask in return is that you focus on securing your computer, account, and registered email address to help prevent repeat compromise. This is something only you can do.
Some great step-by-step suggestions may be found here:
Again, I know this has been a very troubling time for you, and for that I am sorry. If you have any questions or concerns, please let me know and I will be happy to assist in any way that I am able.
