#10 - May 19, 2010, 6:48 p.m.
Furrballz, Euraviel: I'm very sorry to hear that your accounts have been compromised. While this must be an incredibly frustrating situation for the both of you, please know that Blizzard's In-Game Support and Account Services department will do all that they can to help you recover from your compromise. This includes recouping items, characters, and currency that were lost as a result.
To begin your recovery process, I'd encourage you two to read through the following guide:
It should answer any questions that you might have about what to do to get your stuff back (so to speak). If not, let me know, and I'll be happy to address any additional concerns. :)
Also, since you each have expressed uncertainty about how your account was compromised, I have a few questions for you about your account's security. Nothing major, but they should give you some food for thought and/or point in your a direction you hadn't yet considered:
1) Is your scanning software running on the latest version? Each of the programs you've listed should have a button, tab, or drop-down option that will check for and then install any available updates. If you haven't used this option recently, please go ahead and do so now. Sometimes, if a certain scanning program isn't updated, it may miss specific, newer threats.
2) Is your operating system up-to-date? Similarly, are all of your browser plugins (like Adobe Flash Player) up-to-date, as well? The latter is very important to check, as running an un-updated version of some plugins can lead to vulnerabilities in your system's security.
3) Have you updated your registered email address since your first compromise? If not, this is something I would encourage you to do at your earliest convenience. Unfortunately, malicious parties will frequently attempt to compromise an account's registered email address either before or during a normal compromise. If your email address is not secure, this will continue to place your account at risk. Some tips for email security can be found here: http://us.blizzard.com/support/article/30814
4) Have you considered purchasing or downloading a Battle.net Authenticator? You can purchase one from our online store for $6.50 USD or, if you have a compatible mobile device, simply install the application. While Authenticators are not a "silver bullet" against compromise, they do offer an additional (and convenient) level of security. More information about both of these products may be found here: http://us.blizzard.com/support/article/24986
Lastly, you might want to try using Combofix or Spybot - Search and Destroy. Players have noted success using these two scanning programs, so you may want to give them a whirl. :)
