“To socially engineer the CS agent, the hacker provided a variety of personal details about Gaile. But we don’t accept personal details as primary proof of account ownership. We require things like verifying billing info, two-factor auth, access to the account’s primary phone number, or access to its primary IP address in cases where IP address ownership is clearly established. When we can’t verify, we decline access, knowing that incorrectly declining is an unfortunate but better outcome than incorrectly granting access. These are all established and documented policies. We have a great team of customer support agents who follow these policies, and the hacker tried a bunch of times and found one agent who didn’t.”
I’m sorry but in my experience this simply isn’t true. I tried to recover one of my own accounts that I used to use for storage on Guild Wars 1 about 2 months back. I hadn’t used the account for a number of years, but needed somewhere for storage again for all my armor! I couldn’t remember my password or account name. All I had was my character name and my real name. I got the account back.
Now this was my own account so no big deal but if it was that easy, anyone could have done it. And my IP address wasn’t used for verification either because I live in a different country now to when I last logged into that account.
I’m sorry I’m really not trying to be awkward, but I am actually concerned about the security of my account and my personal information linked including credit cards and home addresses.
many of us have personal information attached to accounts. Names addresses phone numbers etc.