Question about Que times and restoration proc

#0 - June 16, 2010, 3:39 p.m.

My account was hacked on 6/12 and I am just trying to find out where I am in the Que and what some of the things the hackers did to my account mean. I think I was actually one of the lucky ones because a guild-mate was able to catch the person in the act of the hack and opened a ticket. I found out about the next day via an e-mail that said my 2 level 80 characters had been transferred to 2 different servers. When I tried to log in an authenticator (which I did not have yet, but had ordered from Blizzard on 6/5/2010 and had just not arrived yet) had been placed on my account. When I called customer service they were very helpful in getting the rogue authenticator removed, my user-name and password changed, helping me with some questions I had. And I would like to thank them for that. I now have my own authenticator on the account and feel much safer. Just wish I had gotten it sooner.
Over the past couple of days I did come up with a couple of more questions I was hoping someone at Blizzard could help me with.

1. How long have I been in Q? And in a case such as mine when does the Que time start?
2. I cannot access the 2 level 80 characters that were transferred. Says "cannot log-in until update process I started was completed". I didn't start any process, did Blizzard?
3. I don't have any open tickets on my account that "I can see". Is this normal if someone else reported the hack and Blizzard initiated the ticket? And is there for sure a ticket open for complete restoration on Blizzard's side. (sorry just a little nervous as I have not heard anything from Blizzard)

Thank you guys in advance for your help!

Vrakthris

#5 - June 17, 2010, 2:05 a.m.

Q u o t e:
1. How long have I been in Q? And in a case such as mine when does the Que time start?

You've been in queue a little over 3 1/2 days. You would have entered based on the time when the possible compromise was originally reported.

Q u o t e:
2. I cannot access the 2 level 80 characters that were transferred. Says "cannot log-in until update process I started was completed". I didn't start any process, did Blizzard?

In most cases these suspicious transfers or faction changes are found out and the character is locked until the matter is resolved. If the transfer/faction change is verified to have occurred during the compromise it should be reversed during the investigation process.

Q u o t e:

3. I don't have any open tickets on my account that "I can see". Is this normal if someone else reported the hack and Blizzard initiated the ticket? And is there for sure a ticket open for complete restoration on Blizzard's side. (sorry just a little nervous as I have not heard anything from Blizzard)

Compromise reports are simply forwarded to the appropriate queue, not escalated so you shouldn't see an icon unless you have submitted another petition. It looks like a few e-mails were sent informing you that your case was forwarded for investigation.

You will be contacted via your registered e-mail address with the results of your investigation. You may access your characters and play normally while you are in queue, it won't negatively impact your investigation. We do recommend that you not Faction Change or Transfer any of your affected characters until the investigation is complete. We also recommend that you do not access any character that was transferred during the compromise.

I hope that helps.