"Care package" Restoration Policy

We are well aware that probably won't be full compensation, Red.

That's intended to try to help get your characters back into a playable position. While we keep extensive logs, time can be an enemy of restorations. The issue here is the age of your compromise and when it was reported.

We gave all your 80s 800 gold, and restored the deleted characters that we could (5).

Had you reported this in July when you contacted Billing to remove your method of payment, the restoration would likely have been far more complete.

I'm afraid the records are just too old at this time to be able to do a traditional restoration on these characters.

Now, as to your compromise. Did you find the method they obtained your information? That's vital because it could potentially still exist - and this happen all over again. I'd recommend a full security sweep of your system - and almost making certain your email account is secure.

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

Q u o t e:
I thought that I did include that information in my post, but I said that I was most concerned about the payment information because I had frozen my account but was continuing to have payments withdrawn. I understand the limitations, but I really just wish there was more that could be done. I wasn't playing WoW at that point and was working six days a week. I didn't have time to dig too much but I remember asking for some kind of help restoring my account. I said I couldn't remember what exactly the account security question was but I could provide the answer if given the question. The only thing that changed when I tried to get the account back later was that I was provided with the question.

I do apologize, Red. All I can see are the notes made at the time, and no mention of compromise is noted here. If this was our error - I am terribly sorry. Unfortunately, that doesn't really help now with retrieving logs that don't exist. Back then restorations were running around a week, I do wish you had gotten hold of us again at that time.

On a brighter note, with Cataclysm literally right around the corner, you'll be getting GREAT gear very very quickly :)

I believe the part of the restoration email you are referring to applies more to something 'missed' on a more recent compromise.

Sadly, with records this old, they just aren't there to restore from. While our records are extensive, they cannot be infinitely retained.

Q u o t e:
I accept that nothing more can be done, but I would like to suggest that emails that are sent about account suspensions and notifications be sent in the same format as the in-game support emails are being sent as now. I'm not sure if that is standard now but I think that formatting the emails with more detail would help a great deal in stopping email phishing for WoW accounts. Not sure about the logistics behind doing that, but it would help a great deal.

Well, we do send emails, but we are finding an ever increasing number of actual emails compromised - and the compromiser just plucks them out - or deletes them - or changes the email itself. There really is only so much can be done to even contact a player that is in the grips of something like this.

That's why we developed the authenticator as an additional layer of security.

As to the formatting, some phishes are very easy to spot. They are quite simply - terrible :)

Others not so easy - especially the ones where they actually copy our 'real' emails and substitute their own doctored links and fake websites. From your description, it does sound probable you were indeed phished.

This is a multi-BILLION dollar a year business for them. They have a lot of incentive to steal, trick and scam players out of their information. If you know anyone that buys gold or deals with these people, feel free to remind them they are supporting this activity. That is NOT a victimless crime, the victims are folks just like you and every other player that's ever been compromised.