No phone support for 8am - 8pm PST number

#0 - March 4, 2010, 12:21 a.m.

I’ve been trying to call the 1800 59 blizzard number all day to report my husband’s account stolen however I get a message that they are having a high call volume and can’t take the call and the phone disconnects. I’m very unhappy that blizzard says they have phone support but for the last EIGHT hours I have been trying to call to talk to someone and no one is available. Can I just say the message says "we are busy assisting other callers" but if EVERY CALLER IS GETTING THIS MESSAGE WHO ARE YOU ASSISTING??? NO ONE.

SO I am taking to the forums to express my frustration with this multi MILLION dollar company. Really? You can’t get more people to pick up the phone?

Yes we have sent an email. NO we have not heard back yet. Yes we tried to recover the account. No we were not able to- someone put an authenticator on it.

So.......

1) My husband’s account has been taken.

2) No one has replied to his email.

3) NO one is picking up your PHONES despite your claim of telephone support 8am - 8pm PST

At this point I have very little faith even this will be answered.

Malkorix

#22 - March 4, 2010, 2:11 a.m.

Q u o t e:
1) My husband’s account has been taken.

I am truly sorry to hear that. Fortunately, we've posted a variety of resources to help, and it would be very wise to use this time to secure any system you or your husband play World of Warcraft from. Also, if the account is registered in his name, he needs to contact our Billing & Account Services department personally:

** 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

Blizzard Authenticator
http://us.blizzard.com/support/article.xml?articleId=24660
http://us.blizzard.com/store/search.xml?q=authenticator

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

Q u o t e:
2) No one has replied to his email.

I understand that waiting can be frustrating, but our staff will reply as soon as is practical.

Q u o t e:

3) NO one is picking up your PHONES despite your claim of telephone support 8am - 8pm PST

At this point I have very little faith even this will be answered.

Someone is, in fact, picking up the phone, though some persistence may be necessary. In fact, as part of a test, I got through to the 1-800-59-BLIZZARD line personally just a couple of minutes ago. If you'd prefer not to call, there may be other options, such as the email contact you mentioned earlier:

Q u o t e:
If an Authenticator needs to be removed from your account, please call 1-800-59-BLIZZARD or email [email protected] from the account’s registered email address to request assistance. In some situations, a Billing & Account Services or Technical Support forum representative may be able to assist, but phone calls and email are the preferred methods of contact. (Also, as it may be necessary to complete and submit a copy of the Terms of Use Form (http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26361) along with a photo ID, we recommend bookmarking this form for later reference).

Waiting can be a source of distress - particularly if you've had a string of bad luck attempting to connect. We are doing our utmost to reach all of our players as swiftly as we can, and if you try to remain patient and keep trying to get through, I'm sure you'll find a place in the queue.

Malkorix

#27 - March 4, 2010, 2:15 a.m.

Q u o t e:
Did you read my original post? I started calling at 8AM. Have been calling non stop since they opened. Ive BEEN CALLING FOR 10 HOURS NOW.

Please note that if you get through, that you will initially be confronted with a recorded message as well. If you've been redialing constantly and are unable to get through for 10 consecutive hours, then I suspect that there is some misunderstanding or other issue amiss.

Malkorix

#36 - March 4, 2010, 2:24 a.m.

Q u o t e:
1) My husband and I are in the same room. Hes available to come to the phone at any point.

Okay, excellent.

Q u o t e:
2) Im not calling billing. Its all the same number if you can actually get someone on the phone.

I'm not sure what you intended to express with this statement. All numbers do not reach the same locale, and if your concern is with account recovery in the wake of a compromise, then the number you want to call is 1-800-592-5499. My colleagues and I all attempted to dial this number simultaneously three times in rapid succession. Each of us got through on the first try each time we dialed.

If you have not yet tried this number, this might be a good time to do so?

Q u o t e:
3) Im sitting in game with a ticket open, have read every resource posted in the last 10 hours including all linked here.

Excellent, I'm glad to hear that you're exploring every avenue in an effort to address this issue. Our priority is indeed to help, though those of us who post on the Customer Service forum exist primarily in an advisory and informational capacity.

Q u o t e:
Edit: That is the number you MUST call to get it taken off.

Actually, as per the section I linked in a previous post, this is merely the fastest method to do so. It may also be possible to accomplish this via email, though that is likely to take some time.

Malkorix

#40 - March 4, 2010, 2:28 a.m.

Q u o t e:
So this just like every other forum isn’t for help but is in fact to be flamed and have people not read your issue but basically reply if you don’t like it go somewhere else or refer you to an ineffectual resource.

As far as I can tell, no one in this thread has flamed you. Actually, the individuals in this thread, including myself, have provided you with exactly the information you need to address this issue correctly =/.

Was something I communicated insufficient or unclear? I will be happy to clarify further if necessary.

Malkorix

#41 - March 4, 2010, 2:29 a.m.

Q u o t e:

Yes that is the number I have been calling. Ive been calling with the same phone from the same location. Im glad you get through. Feel like calling me and doing a 3 way? Im still getting the same message.

Interesting. May I ask which message you are getting specifically? The first few lines will be sufficient.

Malkorix

#48 - March 4, 2010, 2:33 a.m.

Q u o t e:
We are experencing a higher then normal call volume. All of our agents are busy assisting other callers We are unable to take you call at this time... etc

Thank you. Are you waiting through the recording each time to determine if that is the message you will receive? The initial greeting you will hear each time is identical, whether the hold system is full (which causes that message) or not.

Q u o t e:
The only resolution to getting an authenticator taken off is to call this number and my problem is IVE BEEN CALLING IT FOR TEN HOURS AND GETTING THAT MESSAGE

I will reiterate that it is not the only method of accomplishing that goal - merely potentially the fastest. I'd like to ask everyone else to take a step back for a moment and take a few breaths, since this could be a stressful situation for anyone.

I also understand that you're frustrated Katui, and I am sorry about the wait that you and your husband have experienced. I'm not in position to deal with this particular situation directly, and if attempting to call has been exceptionally upsetting for you, it may be best to simply ask your husband to send a detailed email from his account's registered email address to [email protected] to explain the situation and request that his Authenticator be removed.

Malkorix

#55 - March 4, 2010, 2:42 a.m.

Q u o t e:
That might be part of the problem, Kat. I have heard of people who have had issues with cell phones, for whatever reason. Landline phones are the most reliable. Try a payphone? Or a friends phone? Might have better luck. Not sure what it is about cells, or if I'm even correct, but it seems to mess with the system?

I should note that each time I have gotten through to the hold queue personally, it was while using a cell phone. I'm unaware of any issues with a cell phones and the telephone support system personally though there are practical reasons a land line might be preferable.

Malkorix

#57 - March 4, 2010, 2:44 a.m.

Q u o t e:
Knowing you guys can get to help that I can not isnt really helping at this point. Ill try again tomorrow. Im done tonight. If we didnt need access to his account to cancel the auto payments for it I would just let them have the account at this point.

Ill do as you all sugested and take my money elsewhere. No big loss I am sure.

I rather hope that you reconsider, as the posters here, including myself, are doing our utmost to help =/. If others are reporting their own success getting through, it is only to help you trouble shoot why you might have experienced an issue doing so.