Right now the only concrete step you can take towards getting your account back is by filing a formal complaint with the BBB (takes less than 10 mins). The BBB or Better Business Bureau is a third party organization that reviews the business practices of participating businesses, SE pays money to be a member of this organization. When you file a complaint with the BBB that complaint is sent to SE upper management and they are given 14 days to resolve the conflict. As long as the conflict is resolved in an amiable manner this process does not negatively affect the business in any way however if they fail to attempt to amend the problem their rating will drop. The issue of having an account suspended falls under the customer support category so even if they do get a negative rating it says very clearly on their page that it's a reflection of their customer support and not their actual product. It is justifiable to fill in a complaint for this specific issue because of the following reasons:
Tickets are thrown out after 48 hours even if they were not even looked at.
Chat support times out when you get to the top of the ques due to the no agent available error.
Telephone support takes 2.5+ hours to talk to a representative.
According to their news thread the procedure for dealing with compromised accounts is to lock the account until their is a password change, they however simply suspend the accounts indefinitely and give no explanation to the customer as to why their accounts have been suspended.
BBB is an effective tool for dealing with the problem because filling out a 10 min complaint form is a much quicker procedure than anything related to SE customer support. Also if the hundreds of hacked players start filling complaints it will garner much attention to the issue with high level representatives of the company. Even if they are resolved amiably no company wants to see a surge of filed complaints against their company on BBB.
www.bbb.org
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09-17-2013, 10:19 PMveveaucentHave a hacked account? There is something you can do about it.
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09-17-2013, 11:01 PMKraggy
BBB is irrelevant, has no power outside the US and even in the US is largely ignored. Years ago SE had an F rating with them, and noticed no effect at all.
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09-17-2013, 11:21 PMNekodar
You fail to protect your login credentials, get hacked, and go to the BBB to complain?
It's not SE's fault you got hacked...
And that thing with chat support is common if you have popup-blocking enabled.
Also, they DO send an email explaining why the account has been suspended... -
09-17-2013, 11:27 PMherothing11You couldn't be more wrong.Quote:
Originally Posted by Nekodar
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09-17-2013, 11:39 PMNekodarCare to back up your statement with anything?Quote:
Originally Posted by herothing11
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09-18-2013, 12:56 AMseekerofpowerDo you have a security token? If not, then your account getting hacked was 100% your fault. If you aren't willing to use the security avenues that are in place, you have no one to blame but yourself.Quote:
Originally Posted by herothing11
To the OP, I seriously doubt the BBB even cares about this issue, seeing as it is user error, not in any way the fault of the company. -
09-18-2013, 01:10 AMSpoolxThe first in line and then no agent available has nothing to do with pop ups, it happened to me and I had all blockers turned off.. I know this because they have a test before you can even enter chat that I passed.Quote:
Originally Posted by Nekodar
Secondly, I never received an email -
09-18-2013, 02:58 AMKatixiaThis. The people who always say that are so clueless to the actual situation, and eat up that steaming pile of excuse that SE gives, like it's Thanksgiving dinner.Quote:
Originally Posted by herothing11
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09-18-2013, 03:02 AMStryker
Hardly anyone uses the BBB anymore, that was something that was done in the early 2000's. It's basically like using the yellow pages to look anything up. It's archaic and full of bloat. Not to mention they're like Interpol. They can't actually enforce anything.
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09-18-2013, 04:14 AMReikaPeople have already been hacked with security tokens on their accounts, so you can just stop.Quote:
Originally Posted by Nekodar