#1 - May 24, 2010, 6:02 p.m.
Q u o t e:
First of all, I ordered an authenticator on Tuesday May 11th. Then my account gets hacked on Sunday May 16th. I receive my authenticator on Monday May 17th. Poor timing. Good story, I know.
Ouch. =/
That is indeed poor timing, but I'm glad you have an Authenticator now on hand. Thank you for taking the initiative originally and purchasing one from our Blizzard Store.
Q u o t e:
However, after recovering my account (Which I did on the same day it was hacked), I scanned my computer for malware with Malaware Bytes and Avira Anti-virus. I also scanned with both in safe mode and with the WoW Launcher open. I have not followed any phishing scams or anything of the like, nor have I given out my password to anyone. How was my account compromised?
It sounds like you're on the right track to asking all the appropriate questions. Here's a few more for you, just to get the ball on this discussion rolling:
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) Do you ever access (or have you ever accessed) your account from a different computer? If so, could that computer perhaps be at risk? Remember that you will need to examine all computers from which you've logged into the game client, the World of Warcraft forums, and/or Battle.net Account Management. All three of these locations require an account name and password.
4) Do your use your account name and/or password as your login credentials for any other website? Perhaps a networking site like Facebook or Twitter or MySpace? Or a guild website? If so, this could have lead to your compromise.
5) On a similar note, is your registered email address publicly available? A quick way to check is to plug your address into any online search engine. If the search returns results, then it's probably a good idea for you to update that piece of your contact information. Instead of simply using a different email address, though, my advice would be to set up a completely new address. When creating this new address, make sure that the username and password are unique. Don't use a username (e.g. character name, IM screen name, profile tag) or password that you already use online.
Q u o t e:
Further, it has been OVER A WEEK. What is the timeframe for restoration of items and why is it so long? This exemplifies poor customer service, IMO, and should be addressed. It is super frustrating having a gimped character and being unable to do anything for a week. Just thought I would pass along some feedback in addition to asking my question.
Full account restorations are presently requiring between 7 and 8 (to 8 and half) days to complete. I know this seems like an awfully long time to wait, and for any inconvenience this may cause, Chuckschwab, I do sincerely apologize. Our representatives are working as fast as they can to address
all full account restoration requests in queue, though, and will hopefully be able to assist with yours soon. :)
