Guild Wars 2

I have been hacked about 4 months ago and did get an account reroll but was hacked again for the second time a day ago.

My account was recently compromised yesterday and the email was changed. When I couldn’t log on yesterday I immediately sent a ticket to staff about my account which the staff did reply to. In less than 5 minutes after their second message (I replied to their first answer), I replied to their response, requesting them to disable my account before any serious damage was done but unfortunately did not receive a reply from them until 10 hours later where their action was that my email was changed back along with a password reset and I was able to log back on. Unfortunately due to the late response, the hacker was able to salvage all my character’s equipment and sold everything in my bank, sending the gold elsewhere.

This may seem like my fault at the moment however, my siblings do have their own account and saw the hacker log onto my account 3-4 hours before anet’s action on password reset and email change even though I requested the staff to disable my account which they did not 10 hours ago. During this time they saw my characters in Lion’s Arch stripping armour and weapons to salvage and sell in the trading post and running to and from the bank and tading post. I did check the trading post transactions and the activity was found to be 1 hour before the email restoration and password reset. I specifically requested for the staff to disable my account 5 minutes after the second reply to my ticket (#107837). However they did not disable my account and the hacker used my account during the 10 hour window before I received a response.

I did request for a second account restoration but was refused. I do know that the staff follow the one account, one restoration rule however, why should I be refused a second account reroll due to anet staff’s negligence (did not disable my account at the time of my request)? I feel it is extremely unfair as I did everything I could to save my account valuables.

1. There are thousands of people waiting for support, you are lucky you got a response that fast, those who allowed their accounts to be hacked have waited a lot longer then you.
2. Why should anet allow you a second restoration since you’ve shown you can’t look after your account security, they will basically give the RMT companies potentially more free items.
3. Why blame anet when the whole issue started with your negligence.

Sorry to be blunt but you do not deserve a roll back.

Despite the bluntness (by his own words) of the previous post, please keep the following in mind.

Giving out multiple blanket account rollbacks for a compromised account is something that could easily be abused by less than honest players (or gold sellers). Way to easy to “allow” someone to hack your account, move the gold / items, get a rollback and then send the “lost” stuff back. There is absolutely NO way ANet could police this possible exploit, so they simply have a policy to allow one “gimme”.

The problem is there isn’t any way for a company to move fast enough to stop someone from stripping your account. They must get hundreds, if not thousands, of tickets and ticket updates a day. Those go to different groups of people but each person will have a stack of tickets that they are to work on. Yours will go to the bottom of the stack as it’s normally a first come first served situation. They have to work thru all the tickets to get to yours. Any ticket update you send will also go wherever your ticket is in the stack.

Sorry, it’s just not reasonable to expect your ticket and situation will get preferential treatment over anyone else’s.