Called billing, got my account banned...

#0 - March 14, 2008, 3:37 a.m.

This is what my current situation is: i just found out that my account is locked after calling billing and asking what my registered name was. Why you might ask, well this is what happened:

When i first started playing WOW using the 14 trial, i did not wanted to use my real name because of personal security concerns when i registered. Honestly, i did not expect to play the game past the 14 day trial. However, I got hooked and decided to upgrade my account to the full version, without paying much attention to the registered name.

I called billing today because i bought another copy of WOW and wanted to move my level 36 Rogue to that account so i could level her up with my level 70 Mage. I read that account transfers are only available to the same registered user, so i called to see if it was possible to have a name change.
He said no. I'm like okay fine, can you please tell me what is the last name i used register the new account under the same name, since i don't remember i used.

The guy on the phone put me on hold and basically came back saying that he was not going to be able to help me anymore because he thinks the account have been "compromised". I'm like... mm okay never mind thanks anyways.

I came back to find my account banned and got an email from Blizz saying i have to go thru the account recovery process, due to possible invalid contact information.

The problem i have is that, i can complete the account retrieval form, however the "person" its registered to does not exist.
How can i prove this me is me?? The credit card info has my real name and he card info have not changed since i registered the account. The address is the same as the address on my account page. I always log in from the same IP..
I am really bummed since i spent hours and hours with my toon and i am losing it because i wanted to give Blizz more money by adding another subscription. :(

I sent an email to account administration explain all the above, and guess what, i got a generic template email that doesn't tell me anything. It just say i have to go through the account recovery process but i already stated that how can i do that if that person doesn't exist.

However, i already faxed them those forms ( which had to be notarized ) as well as written explanation with my real information, but i am afraid i will yet receive another generic response.

Can any blue's shine some light on me on this please?

Reythur

#1 - March 14, 2008, 3:40 a.m.

I'd like to take a look into this matter, ZurÃel; may I ask the name, and realm of a character on the account in question?

Reythur

#8 - March 14, 2008, 3:50 a.m.

Thank you very much for the information, ZurÃel; after reviewing the situation it appears that the account in question was locked. You'll want to refer to the e-mail that was sent to the registered address regarding the situation at hand; that e-mail will explain how to regain access the account.

Reythur

#11 - March 14, 2008, 4:03 a.m.

I am sorry to hear that is the situation you have come across; however, you may want to refer to our Terms of Use, Section 3:

Q u o t e:
Establishing an Account.
You may establish one (1) user account (the "Account") on the Service for each Authentication Key you receive from Blizzard. To establish an Account, you will be required to provide Blizzard with certain personal information and the Authentication Key provided to you by Blizzard. Your failure to supply accurate information to Blizzard when requested, or to update that information as it changes, shall constitute a material breach of this Agreement.

It is regrettable, however, if you are unable to provide proof that you are indeed the actual owner of the account (as we expect that the information provided when creating the account is accurate) we will most likely be unable to restore access to you. I would recommend contacting our Billing department once again to see what they can do for you; sadly though, I am unable to guarantee any further assistance.

Reythur

#14 - March 14, 2008, 4:22 a.m.

We are unable to make exceptions to this rule for many reasons, ZurÃel. I am not saying that the account is not actually yours, and that you have not been the only one playing the account. However, again, we are unable to make exceptions to this rule because if we do, we would have to make exceptions to those situations where the person is not who they say they are.

We will not provide access to an account to someone that it does not belong to; this is for your protection. This is also why we require you to provide correct, and accurate information when creating an account. It is regrettable, but some will take advantage of "common sense and goodwill"; we have to go on the information provided to us, and sadly if it is "false", that is what is accepted as the correct, and accurate information. This is because it is expected that you provide that; and therefore anything else would "constitute a material breach of this Agreement". This would in turn mean that the creation of the account is invalid.

Reythur

#20 - March 14, 2008, 4:40 a.m.

I am sorry that this is the situation you have experienced, ZurÃel; you may still want to contact our Billing department to see if there is anything that can be done. But, again, I am unable to guarantee any further assistance.

Billing and Account Services:

http://us.blizzard.com/support/webform-us.xml?gameId=11

[email protected]

Hours of Operation: 8AM to 8PM PST — Monday through Friday

Good luck!

Reythur

#29 - March 14, 2008, 4:58 a.m.

Okay, folks. I will ask you to stop the bickering once.

Reythur

#92 - March 15, 2008, 4:45 a.m.

I assure you that they read it, ZurÃel, however, as I mentioned before: they will only restore access to the person whose name and other information matches that which is on the account.

Q u o t e:
Your submission has been denied for the following reason(s):

Â· The ID does not match the name of the account’s registered user.

This is the most important part — which you seem to know full and well — and we will be unable to restore the account to you, regardless of the story (even if true, there is little to no proof that this is actually your account if you are unable to provide identification, or legal paperwork).

Q u o t e:
I was afraid of that. The only thing left is trying to call Billing but i really don't think they will listen.

I really doubt that our Billing department will be able to assist further based on the information that has been provided, as well as the response given by our Account Administration department. I am very sorry but it does look like we will be unable to relinquish control of this account to you.