Guild Wars 2

“120908-000014 Resolved (at least as far as the refunds are concerned)”

But…my account is still hacked and I can’t access it. I do appreciate the refund, but when will I get to play again? Been over a week now.

Update: I’ve been promised a refund for the fraudulent charges but nothing as far as recovering my hacked account. I fear I’ve been moved back to the beginning of the line and don’t feel like waiting ANOTHER week. Why couldn’t support fix both problems at once?

120908-000014

120908-000014

Still can’t access my account after being hacked.

Whistler.7492:

Brown.4206:

GaileGray.9587:

Ticket Updates — 13 September 2012 — Part 2

120908-000014 Escalated for review.

Thanks!

Glad to see you were able to get yours acknowledged and addressed.

Me too, just got an email asking for more info so she wasn’t kidding. Good luck with your ticket as well.

GaileGray.9587:

Ticket Updates — 13 September 2012 — Part 2

120908-000014 Escalated for review.

Thanks!

GaileGray.9587:

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

280 dollars of fraudulent charges is now “silly”. My bad, Gaile.

GaileGray.9587:

Update #1 – 13 September

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

So a ticket involving hundreds of dollars in fraudulent charges to a hacked account using cc info that could not be deleted is less priority than joining 5 guilds? Awesome to know.

samzi.8504:

Brown.4206:

That’s the next step if this somehow goes a week without a response. One more day…

I think in cases where money actually goes missing from your bank account due to stolen CC details, you need to be on top of that right away.

If it’s $280 worth of gems on the other hand, I’m not sure where that puts you. Anyway, not that I’m meaning to be confrontational with you by any means as this is clearly bad. I would just personally be getting these details changed and notifying relevant authorities that you have compromised card details at the very least and that you partly identify the source for police investigation

Yeah I’ve blocked further purchases since day one, and the transactions are very clear and should be easy for Anet to refund.

samzi.8504:

Brown.4206:

Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.

120908-000014

I suspect you should be reimbursed, compensated and most definately call your bank/local police to report that your credit card information has been stolen via online fraud.

That’s the next step if this somehow goes a week without a response. One more day…

Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.

120908-000014

I’ve been defrauded for 280 dollars using my saved credit card info on my hacked account with no reply in over five days. This is my friend’s account, since I cannot post on my own because the hackers changed my email (with no confirmation from me).

Ticket number 120908-000014

Related:

http://www.reddit.com/r/Guildwars2/comments/zj58o/not_just_another_hacked_account_post_i_was_just/

I’ve been defrauded for 280 dollars using my saved credit card info on my hacked account with no reply in over five days. This is my friend’s account, since I cannot post on my own because the hackers changed my email (with no confirmation from me).

Ticket number 120908-000014

Related:

http://www.reddit.com/r/Guildwars2/comments/zj58o/not_just_another_hacked_account_post_i_was_just/