Guild Wars 2

Took 30min to resolve my gf’s hacked wow account (that was hacked at the same time of the GW2 account). Needless to say the phone support works much faster for customers who have all the proper documentation ready + available.

True story Bina. The only part that would make that lose-lose for them is then they would get most peoples tickets after the phone call because they were to lazy to go in and close them =(

Its not just that the information can be available that irks me… Its the fact that I get no answers unless I threaten to file a formal complaint… (As did numerous other forum post mentioning charge backs). I, like everyone else who purchased the game, just want to play! We played hard on the pre-release head start and release weekend only to have it come to abrupt stop due to the incident with her email account. After realizing it happened we immediately submitted the proper forums (with in hours) and advised Arenanet the hacker was playing on the account. 2 days later he was still on leveling her and moving her to new servers (which hopeful after restoration will still be free to change back). We check the status on her ticket and told the ticket format has changed & resubmit all over again? So of course we resubmit and follow the advice of making a new email + set her up with an email authenticator through Google. After all of this and 72 more hours since new ticket we still have yet to have any head way… THAT is whats frustrating. Its not that we want a refund, its that we want help and with all the people threatening to do this getting response with in minutes of posting on the forums its getting rather frustrating. What more can I do than send you everything you need to go in the account profile and change the log in email + forward her a reset password link? Its not like the hacker had to jump through hoops to do it. Hell he just logged in hit change and she received the “Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.” so it really cant be that hard.

Sadly this happened to my gf as well and it took them about 48hrs to even shutdown the account.. (or until the hacker stopped logging in)

Well I know we dont have many options but here are the only 4 things I can think of.
Option 1) Wait for a response
Option 2) Buy a new copy and start over
Option 3) Cut losses & quit playing
Option 4) Contact your bank to dispute the charge for full or partial refund & file grievance with the better business Bureau. The dispute may cost at your bank but is free with my bank. And any consumer can submit a complaint.

Complaints here: https://www.bbb.org/consumer-complaints/file-a-complaint/find-business/name/arenanet/

Complaints take about a week on average. ^that link is reusable and has the company pre-selected. I’m giving them the benefit of 72hours after I received a response my ticket was being looked in to.

Also to Rhi. The only thing I can recommend is to make sure that you’ve submitted your ticket in accordance with the support site and then create a forum post a/ PM gray like I did. I’m really sorry for all those who haven’t even got the “were looking in to it” speech I know waiting with out any contact is far worse than getting upset they are taking much longer than expected or promised.

Quote from Anet state of game address

“Hacked accounts – If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions. We’re resolving prioritized hacked account tickets within 72 hours. If you have an older hacked account ticket that has not been resolved, it may not be properly prioritized, or the ticket may not contain enough information for us to address it quickly. Please update your existing ticket, clearly state that this is a hacked account ticket, and provide as much information as possible, including your account email address, your account display name or character names, and your 25-digit Guild Wars 2 serial code.”

:( All of this is finished but still no response other than auto-response and Gray stating its being reviewed. 72 hour window is closed if were counting the origination ticket and about to expire if were just counting the new one.

My girlfriend just received an email about this being reviewed! thank you for the help!

Admins have my permission to service Rhi ahead of me! that’s horrible… For anyone else that his is happening to I strongly suggest making a gmail account. Gmail allows you to see where every log in comes from (country/state) and be notified when there is a log in rom an area not near your home. It also allows you to use Text or phone called passwords that are random and only usable one time or an application for smartphones called an G authenticatior to create a random password for every log in to gmail. I use this on my email since it contains sensitive information for business and just swapped her to it as well. It seems nothing is safe anymore…

well he the hacker hasn’t been banned to my knowledge. hes swapped to 4diffrent servers and is currently on a EU server (so says my friends list)

Maybe I should make a “will be issuing a charge back” thread. That one was posted about 3 hours ago and was acknowledged about 3 hours ago… lol

What really irks me is seeing someones post say “about 20min ago” and then a mod posting “about 1 min ago” Sad panda… And in reference to the other poster, I can see how easy it would be for something like that to happen with everything now being electronic and automated. So many different people accessing + assisting on the same issue. Hopefully by sticking to 1 active ticket and perseverance I can avoid that all togeteher. Unfortunately by reporting for scamming I may have all ready tripped myself up on that, as I’m sure that report will be handled by a different department.

My forum post with additional information: https://forum-en.gw2archive.eu/forum/support/account/hacked-account-Currently-in-use-Fear-of-death-from-gamer-girlfriend/first#post10503
tickets:
Submitted from Web – 09/03/2012 09:05 PM 120904-001346
Hacked Account – 09/04/2012 120905-00102

Still waiting some response from admins… I cant believe after sending notification for the hack within hours of its occurrence (with all information including picture of receipt and the .pdf of the confirmation email for account creation) the hacker has been allowed 3 days to pillage her account. Not to mention him admitting he hacked her account to me in a whisper which has been reported for scamming. Please assist soon we would like to continue leveling together.

Still need helps ; ;

I’m sure he/she did everything they could to help

Hey thats true! good new is she can repeat the hearts he did for her with out stomping me out in dmg! Level sync woot woot! Was reallying hoping for a mod post but it looks like the last one online is out for the evening (last post more than 30min ago)

Really wish we could have stopped this before the damage was done but I just realized hes all ready leveled quite a bit she out levels me by 5 levels now >.<

I just did this! If you have a smart phone do it through gmail and you can also add a gmail authentication to this email!

All joking aside I am in need of aid. My girl friends account was hacked last night and now the hacker is in game playing her account and there is nothing I can do but watch him defile the gift I gave her. Take note he has already changed her email address, changed her server, and will not reply to whispers while he chain farms WVW. Her ticket:120905-001025 with all information required (and then some) and a printable document sent with prepurchase of the game via the web browser. Assist ASAP! Untill she can play I’m not being allowed too! :’( (

PS: take note weve moved her email address (provided in the ticket)to a new secure email account seeing how her old account was compermised)
PSS: this account im posting from is obviously not affected!

Update: Added a scaming report after hacker replys:
My post: “Some rage about him taking her account… and leveling her up” (we quest together normaly ; ; now who knows whats finished)
his reply “I’ve had a few days, but ive also help her upgrade”

This just happened to my gf yesterday. No reply from Arena net but its likely that it means your accounts email address was changed with out your knowlege. (AKA Hacked). In order for this to have happened your email would have to have been compromised. create a ticket in the support page for hacked accounts and provide the required info. Crosses fingures for you