Character/Item Restoration

#0 - July 6, 2010, 2:08 p.m.

I initiated a paid character transfer on Thursday 7/1. I found out my account was compromised over the weekend, and I successfully regained access to my account last night by speaking with a helpful phone customer support agent.

Of course, all of my gold is missing, and I'm unable to log onto the character I transferred, so I also assume some of the epic-quality items are probably missing as well. I understand that the process now starts to recover my lost items. In the customer support agent's follow up email, he wrote:

"We have escalated your issue to our GMs so you won't have to put a ingame ticket in to initiate a restoration, that's already been done."

I'm wondering, is there a way to expedite this process to resolve the issue faster? Also, is there a place where I can view status on this? I'd really prefer not to have to wait "up to two weeks" to get my character and his items back.

Vrakthris

#9 - July 8, 2010, 2:17 a.m.

As Xanivius indicted queue times for compromise investigations are currently around 4-5 days so you should be contacted with the results of your investigation within a few more days.

From what I can see though the character you transferred is currently not accessible? It may have been locked as a precaution or there may have been another issue with it. You may want to contact our Billing and Account Services department and see what can be done to release the character.

You can call 1 (800) 592 5499 (1-800-59-BLIZZARD) 7AM-8PM (PST/PDT) for live representation.
Australian users should please call 1-800-041-378 if the standard 800 line does not work.

Vrakthris

#11 - July 8, 2010, 2:45 a.m.

Q u o t e:
Is it actually possible to unlock this character or is it locked until they get to my ticket?

It may be, especially if the transfer did not take place during the compromise. That is why I recommended contacting Billing directly.

Vrakthris

#13 - July 8, 2010, 2:57 a.m.

I'm not certain why you haven't received an e-mail, Alazhar, it does look like your case was forwarded about 2 days ago. Compromise investigations are currently taking around 4-5 days.

Q u o t e:

I'm just getting somewhat nervous again seeing that they can apparently only retrieve them up to 14 days after & I don't want to sit tight & then day 13 rolls around with me contacting only to find there's no time left.

I'm not certain where you heard that rumour, Alazhar, but it is incorrect. The sooner a compromise is reported the better and we are unable to store data/logs indefinitely but they do last longer than two weeks. :)