Can we get a hacked serviceman some help?

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Devildoc.6721

Devildoc.6721

A buddy of mine serving overseas in the US Army was at a leadership course for a month. During the time he was hacked, and for long enough that his account got permanently banned. He put in a ticket (#624931 he said) but he said the CSR’s REFUSED to help him even though his account was accessed from two IP’s that were not his own. I told him to change his email password and set up 2factor authentication, cause I think it was his email that got compromised. Either way he’s stationed in Korea and his account was getting accessed from Mexico while he was away without a computer. Can we get this soldier some help?

Zapp – 80 Asura Afromancer

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Astral Projections.7320

Astral Projections.7320

If his ticket is over 3 days old and he wants a review, you can post the ticket number in tickets for review-3 days and older for Gaile to look at.

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Devildoc.6721

Devildoc.6721

I don’t know if it’s older than 3 days yet.

Zapp – 80 Asura Afromancer

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Then, he should update his ticket asking for someone to look at it again. It took me 4 responses and updates to get my account back. Sometimes, the wording in the responses is disheartening. Sending or re-sending more proof of account ownership and other pertinent information can only help.

Good luck.

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Devildoc.6721

Devildoc.6721

Then, he should update his ticket asking for someone to look at it again. It took me 4 responses and updates to get my account back. Sometimes, the wording in the responses is disheartening. Sending or re-sending more proof of account ownership and other pertinent information can only help.

Good luck.

Like I said it’s not that they’re not responding, they responded to the ticket but it was to say they refuse to help.

Zapp – 80 Asura Afromancer

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

I understood what you said. My response was that they were absolutely sure and the decision was final from the very first response. My suggestion is to update the ticket.

Good luck.

Can we get a hacked serviceman some help?

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

As suggested, posting tomorrow in the Tickets for Review thread would be fine. (The ticket is only 2 days old.) However, it may be that if an error was made it will be caught and re-examined before tomorrow so check with your friend before posting, please.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet