Hacked 7 days ago and still nothing

#0 - May 2, 2010, 6:53 p.m.

My account was hacked 7 days ago. Followed all the guidelines, opened tickets, sent emails, and even posted here on the forums a few days ago about this. Still nothing. I received an email this morning from a GM saying they couldnt find the account attatched to that email adress. Duh ! i changed the email and PW after the hack. Have emailed them with the new account listing all toons affected and on what realm. Whats really going guys ? Theres no reason it should take a week+ to restore my account, especially considering i know several people that had thier accounts hacked and got thiers restored THE VERY NEXT DAY.
I know all hacks are unique blah blah blah, heard all the excuses, time for some action. That being said, i know you guys are extremely busy(seems like atleast half of all accounts are being hacked right now), but thats a whole 'nother thread right there. Can i get a Blue to respond here with something other than "your in Q for it" . Please ?

Aredek

#4 - May 2, 2010, 7:19 p.m.

I know this isn't the answer you're hoping to receive, but your investigation is currently nearing the top of the queue (it is really close right now). I fully expect the investigation to be completed within the next couple of hours, so please keep a watchful eye on your registered e-mail address, Evelil.

Aredek

#8 - May 2, 2010, 7:29 p.m.

Q u o t e:
Aredek, i REALLY appreciate your candor and empathy. Just hope your not pulling my leg. I'm seriously freaking out here. Oh, is blizz gonna do something about the billing and account services phone issue ?
thats about as frustrating as it can get for a customer with an issue....seriously

Actually, yes. We are in the process of increasing the size of our staff and looking for new ways to assist our players that don't require them to call or e-mail in. We hope to start seeing the results of our efforts very soon, but do not have any specific information to provide just yet.

Q u o t e:
why are your investigations taking so long? when i talked to a blizzard rep on the phone she said that it takes 1 to 2 days, some people have had it take 3. so was she lying to me to pacify me? if so that kind of blows. I'd hope they would be out front, cuz if i knew it was gonna take a week i would just walk away from my computer and try and ignore it. But now i'll prolly jsut keep coming back checking, e-mailing, and freaking out.

On average, investigations are taking anywhere from 3 to 7 days, Layla. I apologize for any previous miscommunications, but the wait time can vary greatly as a result of a number of different factors. There are some cases where an investigation will be completed earlier than a player anticipated, but these are largely to do with the fact that the issue was also reported by a guild member, friend, or random onlooker just a few days prior.

Aredek

#13 - May 2, 2010, 7:59 p.m.

Q u o t e:
i also reported mine only hours after.... but yea, the rep certainly said nothing about 7 days for me to wait...if anything, dont return my stuff, i can make 8k gold back, and 50+ frost. I just want to know my account is safe and playable

The safety of your account depends largely upon the safety of your computer, login information, and registered e-mail address, Lalya. If you believe those things to be secured, then you're absolutely welcome to log in and play your account while you wait for the investigation to conclude. Please be aware that any items and gold restored will be restored via in-game mail, and no progress will be lost whatsoever provided that an unauthorized transaction (e.g. Paid Character Transfer, Faction Change, etc.) did not occur.

Aredek

#16 - May 2, 2010, 8:06 p.m.

In that case, please keep trying to call our Billing Department to request that the malicious Authenticator be removed. I know it can be difficult to get through, but pressing the redial button repeatedly may help improve your chances to enter their phone queues.

Billing and Account Services

Live Representatives are available every day from 8:00 AM to 8:00 PM PDT

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

Aredek

#38 - May 2, 2010, 9:35 p.m.

Like I said, Eve, it'll likely be hours before your account is restored -- at most a day. It will not take another week!