Account Suspended For "Investigation"

#0 - Jan. 8, 2008, 3:34 a.m.

My friend got home today and had his password changed by a hacker. When he retrieved the password he logged in to find his 70 Rogue and 63 Lock we entact but most of their inventory deleted and friends list cleared. Seems as though they were prepping for sale or something. He ran a Ad-aware check and found a keylogger called H@tkeysh@@k.dll and another WIN32.Trojan.Keylogger and WIN32 Trojan.BHO. So he cleaned that up and ran several other scans to make sure the keylogger was gone. He then filed a ingame petition saying that his account was recently hacked and lost about 400+ gold and some mats and couple epic things hanging in inventory. In the middle of our 5v5 he got disconnected thinking it was the hacker again but blizz suspended his account for investigation.

He figured he would get some of his items back and gold but if blizz is going to keep his account suspended for weeks then its not even worth it, because the items he lost arent even worth not being able to play for that long because they never deleted his main gear which was equipped.

He would like to know if there is anyway to just skip it and get the account back sooner rather than being wowless for god knows how long. Please reply back on this forum.
Thanks

Vrakthris

#3 - Jan. 8, 2008, 3:53 a.m.

Q u o t e:
well not skip, but just leave the investigation and settle for the empty inventory. would rather have the character back tomorrow then wait 3 weeks for 400 gold and couple epics that arent even useful anymore

If your friend's account was suspended as a result of the compromise, Thims, have him e-mail our Account
Administration Department (from the registered e-mail address on the account). They will review what happened and if they can verify that the account was compromised at the time they may be able to lift the suspension.

Webform: http://us.blizzard.com/support/webform-us.xml?gameId=11
[email protected]

Vrakthris

#14 - Jan. 8, 2008, 4:11 a.m.

Q u o t e:
but still i dont think i should be charged with final warning on my account because a hacker got onto it and did....uhh...exploiting i guess?

still, im satisfied with 72 hours rather than 3 weeks

As I said, Thims, if the violation is found to have occurred during the compromise, the penalties will be removed.

I don't know Account Administrations turn around but the sooner you send the e-mail the sooner you will get a response. :)

Vrakthris

#20 - Jan. 8, 2008, 4:26 a.m.

Q u o t e:
If there are any gm's on that can inform if theres a way to get that exploit warning cleaned up without going through a crazy investigation then that would be nice.

Um, Thims, see the title under my name? It says Blizzard Poster, I am a Game Master.

Follow my advice, it is sound. You stated that the compromise was already reported, so it is already "under investigation". The e-mail to Account Administration is to have the penalties removed from the account if they can verify that the account was compromised at the time.

Vrakthris

#22 - Jan. 8, 2008, 4:40 a.m.

Q u o t e:
i know im sorry...when the account became suspended i automatically figured they suspended it untill the investigation was over...your saying normal investigations like this can be done with the user still active on the character?

Certainly. Playing on the account normally will have no negative impact on the investigation. The one exception is if one or more characters were transferred without authorization.

If a character underwent a Paid Character Transfer during the compromise and we are able to reverse it, any progress that was made on the character will be lost as the character is returned to the destination realm in the same state it was left in.

Otherwise, although short of gear and gold until the investigation is complete, you can play as much as you'd like. :)

Vrakthris

#26 - Jan. 8, 2008, 4:52 a.m.

Q u o t e:
are u suffering from a lost character to aik? you seem interested in this topic

Aik is one of the local denizens, visiting frequently to help out other players and as you see offer encouragement. :)