Hacked / Account Suspended / No ETA

[ito0403]

got my acct hacked on 6th sept.. so it's 2 weeks for me w no replies!

[Spoolx]

They closed my ticket lol..... no notification either.

[Orma]

There was a thread on reddit saying they actually do get back to you and he got his account recovered but it takes awhile seeing as they are being swamped with requests. Your best bet is to reopen another ticket if it gets closed and wait.

[Himea]

You work in internet security, know how many ways there are to crack a password, and still don't use a security token/authenticator? Even after their announcement of security breaches and required password changes? I had an attempted log-in at one point and was forced to change my password, but I had no problems.

[Spoolx]

I spoke with them and they said it will take about two weeks to unlock my accuont.

[Waggabond]

wife got hacked, they said a week to resolve

[Rialle]

SE needs to implement steps to facilitate recovery of accounts. Other MMOS have mechanisms in place for account recovery these days. Accounts ARE going to be compromised, and leaving the legit owners high and dry will lead to lost subscriptions. There are far too many vectors available these days to get a keylogger. New malware is being created at a faster rate than any AntiVirus vendor can keep up with. One can take steps to keep their accounts and computers secure, but no security is absolutely perfect.

One thing I do think that SE should consider is that rather than insta-banning is to implement something similar to RIFT's "Coin Lock." Coin Lock detects if an account is logged into from a new IP, and the user cannot do much of anything until a separate code is entered into the game. This code is emailed to the legitimate user's email address. While this might be a minor inconvenience to users when their IP legitimately changes, it helped considerably with the problem in that game.

[Abraxis]

I had an attempted log-in at one point and was forced to change my password, but I had no problems.

That's where the difference between you and a number of other people begin. I NEVER got an email or any such notification of an attempted login, but instead that security check was bypassed and the hacker gained access to my account regardless. So to reiterate for the <insert big ass number here> time, HOW someone got hacked isn't the issue we're questioning or refuting. WHY the customer service side of SE is non-existant and WHY it takes literally hours to get a hold of any living person just to get your situation "escalated" and WHY does it take so long to realize that someone who's talked to CS and verified that you are indeed the legitimate account owner takes WEEKS to rectify and gain access to your account.

[Rialle]

HOW someone got hacked isn't the issue we're questioning or refuting.

Personally, I do not like the "blame the victim approach." Unless you handed over your login details to a powerlevelling service or similar, the blame lies on the criminals who compromise the accounts and players who partake in RMT.

[Abraxis]

Personally, I do not like the "blame the victim approach." Unless you handed over your login details to a powerlevelling service or similar, the blame lies on the criminals who compromise the accounts and players who partake in RMT.

Agreed. And again, it's just mind boggling that the customer service that SE has is just so...AWFUL! I honestly cannot understand how they are able to function as a company with such terrible customer service. And even in regards to things NOT related to hacked accounts, people are being left out in the cold. Billing issues, payment options not being recognized, in game currency disappearing and the asinine number of spammers and botters that are just crawling out of the woodwork! And those server transfers that they literally advertise on their own site as "scheduled to begin mid-September" is nowhere in sight! It's getting to the point that I really don't care about my account being retrieved, because if this continues I wouldn't want to play anyway for fear that something will happen IN the game that i'll have to wait days/weeks/months for them to pop their heads out of their asses, see the sunlight and realize "Oh...i have a business I need to run!"