Wife's account compromised?

#0 - July 7, 2010, 8:02 p.m.

My wife just tried to reactivate her warcraft account. We have not played in about six months. When she attempts to sign in to Battle.net and update her account, it asks her for a mobile authenticator in which she NEVER signed up for or downloaded. We have been calling Blizzard "support" for four straight days now and getting the exact same automated message. Our emails that are being sent to the link on the battle.net website are being responded to by hackers and the links go to websites such as "<removed>" and asking for login and password to confirm identity. Not being able to get ahold of an actual human being after four days is beyond frustrating and for a company with over eleven million customers, customer service is horrible to say the absolute least. If my wife's account can't be fixed or if we can't get help I will be deactivating my account as well. Please contact me as soon as possible we have exhausted all other options. Thank You.

Malkorix

#9 - July 7, 2010, 8:32 p.m.

Q u o t e:
hahaha listen.. please dont be sarcastic i am way too pissed off to be told by a blizz troll that writing on a forum is not going to get me my account back.. when we have gone through all of the works and can't tell blizzard emails from hackers (i.e. all emails from blizzard are going to spam).. it's not going to be resolved that way. I want someone one the phone to walk her through what she needs to do to have her account back. This whole authenticator thing was a brilliant way to have so many ppl hacked. Please don't respond to this anymore as you can obviously be no help to me. Thank you.

Judoka, I know that you're probably beyond frustrated, but the information that was provided to you is accurate. The articles in that thread provide step by step information on how to recover your account, secure your computer, and even how to recognize phishing emails.

While I can provide information and guidance, I'm otherwise unable to intervene in this situation, and your wife will need to follow those steps just as would anyone else who has submitted a concern regarding a compromised account.

Have you tried submitting an in-game petition to report her account as compromised? That's one way to start the ball rolling. The fastest method for her to remove the unauthorized Authenticator would be to call our Account Services staff directly. While it can be a bit challenging right now due to the high volume of calls we're receiving, her best bet is to apply perseverance and a ready finger on the redial button to get through. A member of our staff will be happy to help as soon as possible thereafter:

Billing & Account Services

Live Representatives Available 7am to 8pm PST

[email protected]

If you should have further questions, I'll be happy to answer as best I can.

Malkorix

#26 - July 7, 2010, 9:06 p.m.

Q u o t e:
Malkorix, I'm sorry I was writing the post while you were responding, I edited the post. Thank you, and yes I currently have an open ticket on my account. Are you able to tell me if the web link you removed was legitimate or not because that's the response email from blizzard that went to spam. The last response we got we clicked the link and our software denied the site for phishing activity. It's just hard to tell the good guys from the bad guys at this point. Thank you.

That is definitely not legit. If you check out our sticky on fake emails, the first post details steps you can take to verify where an email originates from:

Fake E-mails from "Blizzard Entertainment"
http://forums.worldofwarcraft.com/thread.html?topicId=965511383&sid=1

If you'd like to report that link for further investigation, you can send it via email to [email protected] as well.