Battle.net account hacked twice due to authenticator issue

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Blizzard policy, customer service and lack of livechat assistance.

My Battle.net account hacked/breached/compromised wednesday 7/12. The hackers emptied everything on two WoW accounts, vendoring and DE’ing everything they found and also draining the guildbank. Customer Service was contact immediately and the accounts were restored and returned the following friday, a new email account was made for the retrieval and Malwarebytes/Avast scans performed like Blizzard suggested, both came back clean.

The following friday I got the accounts back I attempted to setup authenticator and SMS-protection for the Battle.net account, when doing this I got a error message stating that “Phone number is already attached to a Blizzard account” and I immediately sent a ticket regarding this. A few hours after Blizzard returned the account and while awaiting ticket on the authenticator/SMS-protection, the account was breached again and making it hacked again and therefor both accounts were drained again and some characters were transferred to other servers (A german server and the account suddenly had logins from Germany in its login activity). My login history has been consistantly from the same area for almost 20 years straight.

Blizzard apparently has a policy that they only restore hacked accounts once and only once, this creates a incredibly unfair situation for me due to having lost everything from playing WoW for almost 20 years.

I now have fresh Windows installs on all my systems, used my workphone to setup authenticator, created a third email account for purely Blizzard usage. I’ve tried ticketing this since friday but I’ve only gotten a reponse back that restoration is a one time policy. So due to me having to wait on 20-24hrs response time on emails instead of livechat regarding security issues I’ve lost everything twice and there will be no assistance for me.

I’ve even requested that I don’t even want a full restore, I just want my characters placed to their original server and the items restored at vendor/DE cost, which I know has been done for other players who has been hacked. Atm now I’m sitting on around 15 naked characters and 3 of them are on a German server(I play English servers) and I don’t have the drive or motivation to start playing again without some assistance in this matter.

You are fully able to do account restoration before the foreign logins, so please show some decent customer service support to a longtime paying customer.

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Just wanted to say hi and holding my thumbs you get some help from Blizzard so your Christmas won’t get ruined.

You have clearly shown that you have taken big steps and done all you can to prevent it from happening ever again. If they care so much as they say they do now days I hope Blizzard does the right thing here and reviews your case again, The whole reason of why it got compromised a second time sounds like it was due to Blizzards slow support that made it possible.

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Hello,

I am devastated to hear about your story and the unfortunate events that have happened on your behalf.

Many people, like me and you, dedicate tremendous amount of time and energy on developing and sculpting the qualities of our characters and most of all the community in which we are a part of. Even though friendship and comradeship with those we spend our time with will endure any kind of blow from such hostile actions which you describe, we must also remember that the quality of our characters is a manifestation of the time spent in game.

I can only imagine the blow to motivation and ownership such an event will bring. To have all that you have worked on for many years thrown away for pennies, and then further discarded by the game provider because of some incomprehensible policy that don’t allow individual appraisal.

I really hope customer service in the end will provide you with the necessary help that is needed to re-establish your account so that you can continue your journey in game.

Best of luck!

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Back in the day you could just pick up the phone and call Blizzard to fix stuff like this, so i am kinda shocked at the way support works now, just giving a blank no to something that has cost so much time.

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