Account hacked and character stolen

If an account has been merged to a Battle.net (not your own), or if an email has been changed, or an authenticator added (and it wasn't you that added it), one of your first stops is going to be Billing. They need to get those sorted out first so the rest of the processes can continue.

Billing and Account Services
Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
Live Representatives Available 8AM – 8PM Pacific Time, 7-Day Support
E-mail Support - [email protected]

Players in Australia should call 1-800-041-378
Players in Singapore should call 800-2549-9273
Players in Chile should call 1230-020-5554
Players in Mexico should call 001-888-578-7628
Players in Argentina should call 0800-333-0778
All other international players should call: (949) 955-0283

Our Billing Support page can be found at http://us.blizzard.com/support/article.xml?locale=en_US&articleId=20606

Now, it's very very important to figure out where the security breach occurred. If they CAN get back in, they WILL be back. That, unfortunately, you can count on.

These two stickies should prove helpful. I'd also recommend doing your scans with the launcher open and some junk entry in the account ID. We've seen some nasty keyloggers pop up lately that don't want to show on scanners unless the launcher is active.

I also highly recommend changing your email password once you are certain your system is secure. They don't need into a system once they can dip into an inbox.

Also, if you have used the same password/ID anywhere else, that is a very dangerous practice - especially on websites, or social sites like Facebook or MySpace. Please do not reuse the same password you've used anywhere else.

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

You may also want to look into getting an authenticator for your account. It's no substitute for good security habits, but it will keep anyone else out of your WoW account. Not to mention core hounds make adorable pets!

Blizzard Store
http://us.blizzard.com/store/browse.xml?f=c:6

Mobile Authenticator
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26109

Even more core-hound goodness can be found here!

http://forums.worldofwarcraft.com/thread.html?topicId=21726114509&sid=1


I do wish you all the very best.

Q u o t e:


You have every right to be distressed. I was in the same boat as you. Hacker transferred my 80 rogue off my account. Made 3 forum posts, 2 in game tickets, 3 emails to account admin one call to billing annnnd "account security is my responsibility" thus the hacker keeps my rogue. I wish you all the best of luck though :) hope you get yours back.

As the emails you've been sent stated, Yes, the problem in your case is the amount of time that has gone by.

Time is of the essence in a compromise report. Promptly reported compromises typically have good outcomes.

It's not a good idea to put any kind of email or account name on the forums, Yes. Please stop.

I can appreciate how frustrating this must be, but this is not the place to pursue this.

You reported this, it was investigated and the investigators made the decision it was simply too old to be able to recover.

The only identifiers you should ever post anywhere in public is a character name/realm.

Those are automatically generated and can be whenever an account is touched.

Q u o t e:


I haven't posted identifiers, or not mine anyway. That account belongs to the person that stole my rogue. Though for the life of me everyone apart from billing fail to acknowledge that.

Oh and I can appreciate that you can appreciate how frustrating it is too :) So when was the last time a hacker stole one of your characters and you were told that its rightfully theirs now?

Given I have an authenticator on my accounts, never - but I deal with the heartache these thieves spawn daily.

That is not in my hands, if you wish to give feedback on this, I'd recommend you email [email protected].