Hacked and Blizz wont help

#0 - May 21, 2010, 10:53 a.m.

Account <removed>,
Was hacked a few days ago and not only did the hackers change the password on the account but also the email adress associated with the account. I have opened tickets to gms but they say contact billing. I contact billing and they say since i do not own the email now linked to the account they cant talk to me. I have called the international number to find a dead dail tone(number does not work), Have called the us toll free number from nz wich is not free for me and was on hold for over an hour costing me over $70 in phone charges. Have sent emails to all blizz dept from billing to hacks only to have we cant help or pls call us. There is nothing i cant give over email that i can over phone account wise seeing as i do have all the info security question and am the sole owner to the email the account was linked to for over a year.
I have been told this is normal by gms so how is this such a hard fix?
Is it normal for an account owner to strip all toons n mail all gods to another account?because blizz is saying that it is not my email so not my account anymore. Would the hackers instead of being the person trying every method possible to get the account back to the original email be the people not responding stripping and deleting toons?
All i want is my account that i have all the information, have paid for, and held sole ownership for over a year back in my control and yet blizz says they can not help.

Orlyia

#3 - May 21, 2010, 11 a.m.

First - it is unwise to post account names or emails in public.

Next, From your description - and from the information on this account - were you the original account holder?

If not - this is not your account and never will be - ever.

Accounts cannot be transferred, gifted, sold or otherwise allowed to be accessed by anyone but the original originating account holder. The sole exception here would be a minor that later reaches majority and the account was in a parent or guardian's name.

I do see this recently sent for a compromise investigation, but unless you can prove your identity as the original account holder there isn't a lot we can do for you.

If you need to call Billing - I'd recommend under your circumstances trying a program like Skype. Many of our players recommend it highly.

Orlyia

#5 - May 21, 2010, 11:11 a.m.

Q u o t e:
Yes i am the original and only owner of the account until the hack were blizz informed me because the email was changed it was no longer my acount. i have offered all the account and personal info. I do not appreciate being called a lair or implied i have bought/taken/been given the account.

I think you've misunderstood something, somewhere.

Nor have I accused you of anything. I was simply stating the way accounts work - and if you ARE the original account holder - that is a GOOD thing.

I'd try Billing back, preferably by phone, so this can get sorted out.

Orlyia

#6 - May 21, 2010, 11:14 a.m.

By the way, you still need to determine how your information fell into the wrong hands, and I'd recommend doing that now.

The information below may be useful.

-----------------------

If an account has been merged to a Battle.net, or if an email has been changed, or an authenticator added to the account (not the player's own) one of your first stops is going to be Billing. They need to get those sorted out first so the rest of the processes can continue.

Billing and Account Services
Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
Live Representatives Available 7 days a week, 7am to 8pm Pacific Time
E-mail Support - [email protected]

Now, it's very very important to figure out where the security breach occurred. If they CAN get back in, they WILL be back. That, unfortunately, you can count on.

These two stickies should prove helpful.

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

You may also want to look into getting an authenticator for your account. It's no substitute for good security habits, but it will help keep them out of your WoW account.

Blizzard Store
http://us.blizzard.com/store/browse.xml?f=c:6

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

I do wish you all the very best on a speedy recovery.

Orlyia

#10 - May 21, 2010, 11:41 a.m.

Q u o t e:
lol except he is the owner we already figured out how he got hacked and everything uv said has already been said b4 is that what u guys do....not help and then spout call these number over and over and over and over again???? u say call billing and yet they do absolutely nothing i honestly wouldn't be half surprised if they spout the number u just called and say call this again it might help.....

That is what needs to be determined - and Billing are the best folks - and a phone call usually the quickest way, to determine that.

That is for the player's protection.

Orlyia

#12 - May 21, 2010, 11:49 a.m.

Q u o t e:
All other international players should call: (949) 955-0283...i have tried that number from new zealand and it does not work from land line or mobil will try the oceanic number tom wen they open.

That is not an 800 number - I'd highly recommend using Skype if you use that number.

Also, there may be international calling codes involved. Most of New Zealand should be able to use our Australian 800 number, but there may be other codes needed to get that to successfully connect.

Orlyia

#14 - May 21, 2010, 11:52 a.m.

Q u o t e:
when hes called the number and they tell him to bug off and i call the number for him and they tell me to bug off yea theyre deff the best for the job alright

You cannot call for someone else. And I suspect 'bug off' was not what was conveyed.

In most cases Billing has various ways to verify identity reliably on the phone - that's why it's the most expedient method - usually.

Sometimes they'll ask for supporting documentation of identity if that is not possible.

Orlyia

#17 - May 21, 2010, 12:06 p.m.

Q u o t e:
Yes i no that the call centers are currently closed. This has been an issue for several days now. No it was not a busy signal at my age i do know what that sounds like thank you:) As for Vilarus he was calling to help me find a means of contact to resolve this issue.

What Billing will attempt to do is verify your identity, and get the details sorted out on this. Since things have been changed - that really needs to be done for this to all go more smoothly.

They won't accept emails from anything but the registered address. If that is what you received - that's not saying you aren't the account holder....it's saying your details don't match and you need to contact us.

Orlyia

#20 - May 21, 2010, 12:16 p.m.

Q u o t e:
bug off was my nice way of putting it because they didn't do anthing at all and ya sry but i can call and try to help out a friend when i sat there and had to watch the hacker go thru all his toons and run from the bank to a vendor and the ah and oh if i cant thats why i just spent an hour talking to a gm about this and how he could help goku out. you havent told us anything new or different to help him out whens hes called blizzard and theyve said "ya theres nothing i can do its not registered to that email" THATS called being useless and if some billing guys having a bad day then you shouldn't have him answering the phones with paying customers with legitimate problems cause thats literaly all he said

No, they are NOT going to speak to you about an account that isn't yours.

It's nice you are trying to help a friend, but an account holder must do this themself.