Account Hacked? Permanently Banned? Post here! [merged]
in Account & Technical Support
Posted by: Emmeh.6251
Showing Posts For Emmeh.6251:
Still waiting regarding hacked account….almost a week now.
Ticket Ref#120901-000502
I would love to have this sorted by the weekend.
Still waiting regarding hacked account issue logged 1/09/2012
Ticket Ref# 120901-000502
I’ve closed my duplicate support requests regarding my hacked account.
Original ticket is still open and unresolved.
Ticket Ref#120901-000502
Any ideas on when this will be attended to?
I have closed off my duplicate jobs – please refer to job ref#120901-000502
Please attend to this asap, it has been almost a week… I am soooo frustrated at your support team at present, so frustrated of waiting, frustrated at the lack of feedback.
Updated details again as suggested by Freyar.
This is the original email response -
Response
Please read this entire message as it will speed up the process to resolve this issue for you. This message is being sent to everyone reporting a possible account compromise.
If you have not already included this information, please reply with the following information:
1. If your Guild Wars 2 account name has been changed, provide theaccount name (your secure email address) you want it changed back to.
2. What is your complete Guild Wars 2 Display Name (if you have it)?
3. What is your 25-digit Guild Wars 2 Serial Code?
You will not “lose your place in line”. Obtaining this information will allow us to help you quicker and more efficiently.
We appreciate your understanding during this busytime.
/end email
There doesn’t appear to be any “respond within these lines” area of the email from support.
Gaile, how come you seem to be the ONLY representative trying to reply to our posts?
So far I have not received any resolution let alone any positive response since submitting my support request regarding my hacked account on the 1/09/2012 (Ref#120901-000502)
I am absolutely furious over the lack of customer support from Arenanet. After trying to follow instructions on how to prioritise our requests regarding hacked accounts, we find this out today –
“In a previous Game Status Update, we suggested that players with an older, unresolved ticket about a hacked account or blocked login issue should submit a new ticket to get their issue correctly prioritized. However, in retrospect, that suggestion was an error. Players should not submit duplicate tickets, but should update their EXISTING ticket. This is a different procedure than we had messaged earlier, and we apologize for any confusion this may cause.”
How long do you expect people to hold out for? This is getting ridiculous…
I cannot access my Support login, so I am unsure how I am supposed to manage my open tickets – I’m not sure what the point of even replying to existing emails as any information I have sent back to support seems to have fallen on deaf ears.
Please advise what I need to do in order to restore my account.
Actually….
YOU take the effort and advise me how YOU are going to restore my account as I have jumped through enough hoops this week and frankly am over the frustration…
Original ticket (lodged 1st Sept) : 120901-000?911
Ticket is in regards to hacked account.
Please attend to this request asap as I have had no response apart from automated response to my ticket.
Losing my patience as well….
(HULK SMASH!)
Hi Gaile,
My original ticket regarding a Hacked account on 1/09/2012 has not yet been resolved. The only feeback i have received are the automated response requesting additional information. I did resubmit in order to prioritise my support request but have yet to hear anything back from your support team.
I am unable to login to the support site in order to close my additional tickets – how can i go about closing these tickets?!
My reference numbers are as follows – 120901-000502 (original), 120901-000911 and 120905-005?004.
I can’t help but feel if there was a support number we could actually call, a lot of this could have been resolved sooner.
Very frustrated and increasingly angry, i hope to hear from someone soon….
note: posting from my wife’s account
Edit: cut and past from email account posted odd characters in ticket number…
(edited by Emmeh.6251)