Phones

I'm very sorry to hear that your account has been compromised, Kaydie. I know this must be incredibly frustrating for you. =/

Account Services and In-Game Support can help, though. More than that, we're exciting to help! Our phone queues are pretty heavily impacted with all kinds of incoming requests right now, so you may find that it's easiest to get through if you keep a ready finger on the redial button. It may sound silly, but it's actually quite a successful technique.

My guess is that you're currently receiving a busy message when trying to call in. The reason you're receiving that message is because our phone lines are completely full. This means that all representatives are on the line with other customers and all "on hold" spots are occupied. The good news is that those "on hold" spots free up all the time. If you're willing to redial a few times, you're very likely to get through. :)

Alternatively, you can try emailing our Account Services staff at [email protected] instead, but it's probably in your better interest to keep calling. May I ask if you're currently locked out of your account? If so, can you not log in before you're unable to reset your password or because a malicious Authenticator has been attached to your account?


Also, in the meantime, I'd sincerely encourage you to read over this guide:

What to do if Your Account Has Been Compromised
http://us.blizzard.com/support/article/30796

This guide will walk you, step by step, through each element of the account recovery process: securing your account (very important!), regaining access, reporting any losses, and what to expect in terms of restoration. :)

Q u o t e:
no thats the thing i can still log on all of my toons are deleted except one including 3 lvl 80s both guilds i was in have been ninjaed but the thing i dont understand is that it didnt show up that i needed and authenticater code and i didnt already have one but yet i got a core hound pet in the mail

Aha, I see. This means that, during your compromise, an unauthorized party probably attached and then removed an Authenticator from your account. As a result, a Core Hound Pup was mailed to your characters. While I think you'll be able to retrieve the Core Hound Pup from the mail and learn the pet spell, the next time you relog, the spell will disappear.

At this point, you don't need to call our Account Services line. Instead, just submit an in-game petition reporting your losses. Here's a guide that will walk through what to include: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=30807


Please do take some time to properly secure your account, though. This is very important to helping prevent repeat compromise. :)

Q u o t e:
so far I've heard 2 different answers, the "we are currently experiencing a high volume of calls" and "if you would like to speak to a billing representative, please try again another time"

Those statements are actually part of the same message, I believe (I'm almost positive). That message, as I noted before, simply means that all available representatives and phone lines are temporarily occupied.

May I ask why you're attempting to phone Account Services? Depending on your inquiry, you may be able to send your inquiry via email.

Q u o t e:
ok i have never had to put in a ticket befor i know how to do it and i have already but how long will it take to get an answer just wondering

Currently, wait times are about 12 hours (on average). Your petitions may require significantly less time or a bit more. Regardless, a Game Master will be along to assist just as quickly as possible. Even if you're offline, we'll still be able to look into your report further. :)

I can confirm that your emails are definitely in queue, Niethe, and will be addressed as a possible compromise just as a soon as possible. You may also want to send a similar email to [email protected], just to double-up.

Also, if you're willing to keep spamming the redial button, do so. Mornings are really busy, so if you have the opportunity to dial in later, you might receive better results. :)

I know this must be incredibly frustrating for you, but I do appreciate your persistence and patience. If there's any more that I can assist you with, please do let me know.

The response you quoted, Niethe, was actually aimed at one of Kaydie's questions. Apologies for any confusion!