Item Recovery Time - Blue Tracker

#0 - May 11, 2010, 4:55 p.m.

Recently my account was hacked and an unauthorized authenticator was placed on it. After a few emails and ingame petitions were made, my account was returned to me by Blizzard. However, I had been stripped of gear and gold on 2 of my characters by the hackers and the GM message stated that after they returned the account to me that they would pass along the incident to their Item Retrieval Specialist and that it may take a few days for them to track down all or most of the items that were stolen.
That has been about 5 days ago and I am wondering how long this normally takes and if I should have gotten a message from this Item Retrieval Specialist indicating that they are indeed working on my problem.
Any information would be helpful, thanks.

Syndri

#1 - May 11, 2010, 5:49 p.m.

Let me see what information I can find for you, Mordelf. Just hang tight. :)

Syndri

#2 - May 11, 2010, 5:59 p.m.

Alright, I can confirm that your account is still in queue and, as of right now, investigations are taking about 5 days to complete. That means that you're almost to the front of the queue and should be contacted by a Game Master soon (probably within the next 1 to 2 days). :)

Thank you so much for remaining patient as we work to recoup your losses, Mordelf. Please let me know if you have any further questions or concerns.

Syndri

#4 - May 11, 2010, 6:56 p.m.

Q u o t e:
Any chance you'd be willing to look into my account? I have no issue with waiting, I'm just curious as to where I might be in that queue time?

I can't really tell you much more, Celivan. Your account is still in queue and, so far, has been in queue for about 3 days. :)

Syndri

#7 - May 11, 2010, 7:17 p.m.

Q u o t e:
My situation is exactly the same as above only I've been hanging here since 5/3. None of my posts here have been noted by anyone and after this long, I'm getting concerned. Any chance I could get a tiny little update too???

Unfortunately, it looks like the petition you submitted on 05/03 was closed on your end about 24 hours later. That said, the petition you submitted on 05/09 was escalated; your account is still in queue and will be addressed just as quickly as possible. Apologies for any confusion!

Syndri

#9 - May 11, 2010, 8:01 p.m.

Q u o t e:
I'm hovering around that 5 day point was wondering if Im still in the queue at all?

You're definitely still in queue, and you've been in queue for just under 4 days. :)

Q u o t e:
Been holding off a character transfer until I got mailed back my items... didn't know how server changes would work. Any thoughts?

If the character you want to transfer is missing any items, I would strongly suggest waiting until it receives its restorations. Transferring prematurely may complicate the restoration process.

Syndri

#11 - May 11, 2010, 8:51 p.m.

Q u o t e:
Well.. I did get a password reset and an email about Account Recovery on 5/4 but no items had been restored. I assumed this had to be with my account being reactivated, not items restored so I waited and did another ticket on 5/9 just to inquire. That earned me another password reset but I didn't know it put me back at the end of the line.

Thanks for the lookup. I'll wait it out again.

Both of those password resets occurred when we escalated your petitions to our investigations queue. Unfortunately, it looks like the petition you open on 05/04 was escalated, but was then closed client-side. =/

We've still got the one from 05/09, though! And we'll get on those restorations just as soon as possible. Thank you so much for your patience, Tildee.