Brother account hacked

Q u o t e:
My brother had his account hacked today. He has tried to post on the customer support forums but has received no answers thus far. Now he can't log into his battle.net account so he can't even post on the forums.
No answers from the e-mails he has sent either.

4 months ago he tried to change his e-mail address with battle.net but when prompted to add in the answer to his security question he kept getting error wrong answer. He then emailed for a secret question answer recovery and received what his answer was. It still said wrong answer, even after cutting and pasting it from the direct email blizzard sent.

So now his account is hacked. Authenticator has been added to the account. He can't change his password because he can't get past his secret question, even with the right answer, even if they disabled the authenticator, and getting any kind of help from blizzard via phone, email, or forums has been non existent.

Really sucks for him. Guess all he can do is try for another 6 hours to get through to someone on the phone tomorrow.

Really wish blizzard would do something about their customer service. Takes days for any responses in game or otherwise.

Well, if his email is incorrect, he needs to call Billing even if they hadn't added an authenticator.

I'm going to post fuller instructions below, but he has to find the source of this or it WILL happen again.
Authenticators cannot be added without a password and ID - making sure that information cannot get out again is vital to preventing this recurring.

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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]

Players in Australia should call 1-800-041-378
Players in Singapore should call 800-2549-9273
Players in Chile should call 1230-020-5554
Players in Mexico should call 001-888-578-7628
Players in Argentina should call 0800-333-0778
All other international players should call: (949) 955-0283

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.

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

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.

When the phone lines are full, the very best way to get a spot is to redial immediately after getting the 'we are full' message. Spots open up all the time. Also, a land line is far preferable to a cell, sometimes the hold is a big long and not only do you not want to use too many of your minutes, cell's have a habit of dropping calls on hold too long.

If he's freshly re-installed his system, he also needs to make sure he's fully up-to-date on all his programs, browser, OS, especially Flash. There is a very recent vulnerability with Flash that is detailed in a sticky up-top.

Q u o t e:
thank you so much for your quick responses. Too bad it had to be 3:20 am here to finally get them. I really do appreciate the advice though. In the morning I will make sure he does everything you have suggested and make sure he's on the phone immediately when blizz opens

Again thank you very much for at least a response, sometimes it's all that's needed to end a long frustrating day with a lil hope

I totally understand how frustrating this is. This is probably the single most diabolical thing that can happen to a player's account.

Also, remember Billing is open 7 days a week and they recently started opening up an hour earlier.