Account Compromised - Guild Bank Lost!

Q u o t e:
Been waiting for 10 days to see about account restoration, due to a hack.

This hack is different, there was no keylogger found, and they purchased a mobile
authenticator for some reason.

Based on current wait times, this situation should be resolved soon. The reason for the wait is that there are other players (and guilds) ahead of your friend in line for restoration, who also deserve help. No one gets 'pushed to the front' as it were.

There's nothing 'new' about the compromise your guild member experienced, though. It is, regrettably, a common tactic for those who compromise accounts to apply an Authenticator in an effort to allow themselves more time with the account. They've engaged in varying tactics to do so over time, and this is merely the newest. In the past, they changed an account's registered email address to accomplish a similar goal, for example.

Q u o t e:

This new hack method, is not our problem as they suggest.

If we pay for Norton or Mcafee or another virus control system for our comuputers, we are doing everything possible to ensure security within reason.

Saying it doesn't make it the case, I'm afraid. Account and system security is, by pure necessity, the responsibility or our players.

If no keylogger was found, then it is possible that insufficient or ineffective scans were utilized, but it's somewhat more likely that this compromise occurred as the result of a successful phishing attempt. These have become increasingly common, and since there's no malware involved, leave no traces on one's system. Nonetheless, some malware is extremely sneaky, and many common anti-virus scans won't even pick up spyware like a keylogger. For this reason, it is useful to review the security articles we've posted, as well as to run spyware scans while the World of Warcraft client is open and gibberish is typed into the text entry fields. Here's a link to our sticky which contains links to those security articles and it could be helpful to show it to all of your guild members:

Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244&sid=1

Q u o t e:
I am furious! After 4 years of paying for my Subscription 12.x 4 = 48 months at 14.95 a month, plus buying the whole game twice when the first one became damaged and was forced to pay again for the whole game and expansions all over again... i've spent almost a thousand dollars $1,000.00 on
World of Warcraft.

I thank you for your long tenure with World of Warcraft. I hope that, over the years, that you've experienced countless hours of entertainment and camaraderie. I understand that the wait can be frustrating, but a long wait is not, itself, a comment on the total of the service that we offer. When a situation like this occurs, we work to help our players make as complete a recovery as possible. In fact, part of the reason for the wait is the comprehensive service we're working to offer regarding all the issues our players bring before us. While situations vary, and no restoration is ever guaranteed, we do our absolutely utmost to help.

Q u o t e:

B lizzard Customer service is so poor, They keep sending me form letters about account security and they talk down to me like i'm 9 years old.

Q u o t e:
Customer Service is Terrible and I will not recommend this game to anyone.

I'm sorry that you feel that way. It's a shame that a single experience could sour you on a hobby that you've enjoyed for several years. It is never our intention to 'talk down' to anyone; merely to express sometimes complex information in a way that is understandable for all of our players. My apologies if you found it offensive.

Q u o t e:
We are not idiots. We know what phishing is.

My deep apologies. I never meant to suggest that you were. In your post, you suggested that there was a 'new hack' going around, and that it was linked to the Authenticator itself. This is, alas, a total misconception, and I was trying to correct it.

Since you were expressing confusion and concern about not being able to locate the origin of the compromise, I was merely providing the likely reasons why this might be the case, since you did not mention them in your post, nor did you seem to take them into account.

Q u o t e:
This is crippling our guild. it's not just one player that got hit. It 100 players that got hit this time.

The loss of a guild bank can be frustrating, but fortunately, we should be able to help once the investigation is complete. We appreciate your patience in the meantime, as well.

Q u o t e:
We can't function as a guild without a Raid leader and a Bank.
I'ver worked very hard and long to build my guild.
4 long expensive years.

I hate to see all my effort destroyed by complacent customer service and their rediculous
lack of interest in their best customers.

As have many other players. All our customers are important to us, and we value each and every one of them - including you and your guild members. That's why your case is under investigation, and has been.

Perhaps you are interpreting the fact that there is a wait for such investigations to be complete was a lack of interest or complacency? I would like to personally assure you that neither of those is, even in the remotest sense, correct.

One would hope that the mere fact that I've taken the time to directly address your thread and concerns would be at least some indication of that fact?

Q u o t e:
All i get is a condescending answer.

It was never my intention to condescend, as I made clear in my prior post. It seems that we're experiencing some communication issues since I've addressed the points you've made in each of your posts within mine, but it does not appear that you've acknowledged them. Are you actually reading my replies?

This is also the third time you've asserted that a virus protection program is sufficient to assure system security. Again, there is the assertion that the system in question was 'fully secured' and that no keylogger was found. It was also yet again suggested that this is a 'new hack' when I provided direct information to make it clear that this wasn't the case.

It is for the reason of these repeated assertions that I provided the information I provided, including specific references to phishing, as I want to help your guild remain secure in the future so that this never happens again. If you persist in the above beliefs, then you could be unnecessarily putting that security at risk.

Communication via the forums is of limited value if the information I have to impart is not being received though. Please read the messages I've written you.

Q u o t e:
The wait time has gone from 9 days to 13 days since the ticket was opened.

I'm unable to comment on the specific time frame, but it's currently taking about a week and a half for these issues to be addressed in most cases. That is a very rough estimate and subject to change, but as I said, your guild member's issue should be addressed soon.

Q u o t e:
there seems to be a lot of customer service lovers on this thread and nobody on myside, so i'm giving up

I should find something else to do.

goodbye

This isn't a debate, really, so I would hope that whether anyone in this thread is on 'your side' is ultimately unimportant. I'm merely trying to help you by providing accurate information. I'm sorry to hear that you're giving up on this thread, but I do hope that you show the link I provided to your guild members, and further that your guild is back on its feet and raiding very soon.

Best luck.

Let's move this discussion away from the relative merits of specific anti-virus protections. Let's focus instead on the tools that provide effective broad spectrum malware protection - including keyloggers and other spyware.