Guild Wars 2

i have a friend “A” that i know in real life that didnt play for a few days because of work, totally didnt login as mentioned but then i saw her account came online.

ive quickly asked friend “B” to check if my friendlist is glitched. she “B” confirmed “A” is online on friendlist.

me and “B” quickly whatsapp and facebook friend “A” to confirm if she is online. friend “A” replies she is away at work.

me and friend “B” whispered friend “A” account. we got a reply saying yes its the owner which is not true.

After the incident, friend A went home to login into her account to find if anything was compromised, some characters have been deleted.

Friend “A” checked computer found keylogger and trojan in computer.

Sent Report to anet about the issue, Anet claims that they did not find any compromise.

What else can a paying customer do?

you can always recover your account with your original account key and then change the password to something new and private. install norton AV and mabey http://www.malwarebytes.org/ and you be safe from those pesky keyloggers. if they hacker was smart and changed your email https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts once a gain your origianl account key will be the key to gettting your account back as is the hacker with all hope does not have that hardcopy you keep safe somewhere

Your friend should continue the discussion with CS, and provide any proof such as screenshots of different IPs in ‘My Account’, etc.

If Anet didn’t see any evidence of a hack then is it possible that this is the work of an “evil little brother” or disgruntled boyfriend or family that would have had access to her computer while she was at work? Perhaps someone pulling a rather mean prank?

I know you said a keylogger was found, but maybe it was put there by someone she knows.

Also, it’s odd that the hacker replied to your ingame PM. Usually hackers will quickly strip an account and leave. They won’t bother with small talk. That is another sign that this was possibly someone she knows.

well, oddly, the person on the account only replied “yes” and thats that.

also, yea shes already 40 y/o and i dont think anyone around her would play such a prank with her. people around are mature enough not to do things that harm others and gain nothing.

now still, its just weird that CS would reply as such. recovering an account with nothing on it is better off not doing anything. if that is true, i will let her know to just move on to something else

CS would not give you information about a compromise on another account. Your story does not seem to be entirely truthful from that respect (unless you are stating that the owner of the account opened a ticket with CS and they stated in that ticket that no compromise was made).

Keep in mind that if someone local to the original account owner (and on the same ISP) accessed the account, Anet CS would not be able to see a compromise unless they went to a VERY low level. If the comrpomise came from the same internet connection, they could never tell.