Guild Wars 2

I have tried to keep my account hacked woes private and not resorting to whining on the forums, but I’ve reached my limit with the service I’ve received and the idiocy of what has been done. Gaile, you’re the last hope I have right now.

The first attempt of my account being hacked resulted in a failure to deny a foreign China IP Address on my US account. Ticket Reference – 121205-000362. Closed without resolution and my Serial Code copied and pasted from email into the ticket.

Dec 16th – The hacker compromised my support account, obviously found my Serial Code from the above mentioned ticket and was successful in getting a log-in reset and hacked my account stealing everything from me. Gold, Gems, Vault. Ticket Reference – 121216-001003

The ticket I created in regard to my hacked account: Ticket Reference – 121216-002529 Included in this ticket is very single piece of verification information for my account that you requested from me to prove I am indeed the account owner. The Support Team confirmed my account was compromised by a third party and I was offered an account restoration which has yet to be done.

Today I received the following email from Ticket Reference – 121216-001003 (the one the hacker created):
_Response Carmen via Email 12/20/2012 10:09 AM

Thank you for reporting this issue to us, I have confirmed that an unauthorized third party contacted NCsoft support using your Support Account and was able to provide your Guild Wars 2 serial code. We do have ways to resolve this issue for you.

Because this ticket was created by the hacker I would like to continue this correspondence through a different email address. Please reply to this ticket with a different email address I can contact you at. Once I have this information I will contact you through the new email.

Regards,
GM Carmen
NCsoft Account Admin Team_

As requested, I responded back by email and provided a brand new email address in which correspondence could continue only to find about an hour later that you’ve copied and pasted my email response, including the new email address, into the hacker ticket! You’ve already admitted that my Support Account had been compromised, all of my personal verification copied and posted into these tickets and you continue to paste in the new information you’re trying to keep from the hacker seeing because he had already breached my support account???

I am outraged! It has taken days to a get single response about my hacked account, nothing has been done other than to wipe out my approved network whitelist (which included a China IP Address I did not authorize). When I do finally get one response it takes another set of days to hear anything more.

So you’ve confirmed I’ve been hacked from China on a US game account. Confirmed I was hacked through my Support Account. You continue to post my emails with private information we want kept from the hacker into the breached support account tickets. Seriously?

What is being done to restore my game account? What is being done about all of my private verification information being displayed for the hacker to see and write everything down to only hack me again?

Why should I ever play this game again? Sorry, it is time for me to go public with this as the snowball grows bigger and bigger and a snowball I’ve yet to have the pleasure to throw being I’ve missed the entire Winter Holiday event so far because of my hacked account.

Hi Crystal,

We are sorry to see this is happening and we understand your frustration. We are going to forward your issue to the team directly and see if they can do something about it.

Thanks for your understanding and hope your issue gets solved soon.

I too feel your pains and really hope they will resolve your issues. I too was a victim of being hijacked back in GW1. When I realized it happened, it took weeks for them to finally confirm I was who I said I was. By the time the account info was finally reset, everything I had worked so hard for was gone. All the special mini-pets, Ectos, and god knows what other items) Characters were deleted and new ones make to what I can only assume is run bots so the foreign pricks could sell the money right back to a new user to get their login info and start the process over.

They of course swore that the theft happened from something on my end. (Virus, giving out my info, so on) I know this is not the case because I am an IT tech and there is no way someone could have gotten my info to login to the account. The only assumption was they were using a brute force method into the account and got the password. At the time this happened, the supposed security was supposed to prevent brute force login attempts but I proved that wrong by doing brute force tests myself on my own account. Sure enough nothing stopped me from being able to do it.

Security in GW2 has been stepped up a lot since GW1 so things like this are less likely but the fact that they refused to provide any help on restoring my items and refused responsibility on how the account was hacked amazes me. Now I make sure that all of my game accounts use the largest and most random passwords I can use. Its an inconvenience to me but at least I have a better feeling about how secure it will be.

The kicker of the whole entire experience is that in order for the hackers to gain access to the account, the primary thing they need the is account/login name. In order to make sure they can never hack the account in the future, I wanted the account/login name changed. The support team refused to change it and continued to stand by their per-programmed responses that they are unable to make any changes to the login. It just fathoms me that they cant change the one thing that can allow future hacking access to the account. To this day I am still very unhappy about this and if my GW2 account ever gets hacked, I don’t expect to get much help from the support team. I do expect the same thing you are going through. A bunch of robotic responses from underpaid people in other counties who hardly speak English and have no other affiliation to Anet other than getting paychecks. Outsourcing is going to ruin the world.

The one thing I can tell people from my experience is never let anyone who you don’t trust know your login name because the moment you do, you open yourself up to being hack. Again, I wish you luck on resolution to this.

yep in a similar boat, just got my account back after it was Hacked…Was a bit peev’ed even uninstalled because though little as it was im sure what gold I had is gone…I spent most of the Winterday event selling mats and trying to make a few coin…then poof couldnt log in…Changed my email address + PW related to my GW account but I have little hope thatll actually provide much more protection…They need to upgrade their Security other then a cell phone authentication program lol

I also have unauthorized ip from china in my network approval list yesterday which of course I never approved. My account hasnt been hacked yet, everything is still in one piece. I’ve created a ticket [Incident: 121220-001822] still waiting for the support team to remove the unauthorized ip from china. I’m hoping someone here could help me speed up the process. I’m p*ssing my pants after reading what had happend to Crystal.

Hi everyone,

An answer to everyone, if your account has been hacked, please remember to submit a ticket to support. They will contact you with a solution. For those who have tickets already opened, remember please to post your number if your ticket is 3 days or older in the thread for those issues.

Also, I would like to remind you all that posting here in the forums doesn’t help solving this issue, albeit we understand that it is very frustrating.

Thanks for your understanding, we are closing this thread