Hacked Account Rant

[Aia]

It is terribly heartbreaking to hear a guildmate go through the trauma of watching his/her account get hacked before their very eyes - and are totally helpless to stop it. Gold getting moved from the bank and transferred to someone else. Characters getting stripped of all armor and equipment. House getting looted. Items that took years to get and put together are now in someone else’s hands. And let's not forget the taunting of the person on that account. Sickening.

What can be done in that situation?

Page a gm asking them to block the account. OK. And that will take how long to get a response? And what will that response be?

Call EA Customer Support: 1-866-543-5435 Guess what? They aren't open 24/7. And when they are closed - please call back during our business hours.

I understand there are precautions that we as players can make, but darn it all, EA can make an effort too! Is it too much to ask to have someone available to block an account that's suspected of being hacked - within minutes instead of hours or even days? If it is, then don't allow new account information to take effect until business hours when someone is available!

 

[Viper09]

That really does suck. Did someone try paging a GM anyways? Granted it might get a canned response telling you to call none-the-less, but hey, might get lucky. Hope your guild got the name of this person or persons and gives them hell!

 

[Petra Fyde]

This thread has been 'cleaned' Please desist with the trolling and personal attacks

 

[Arch Magus]

I have a better idea.
Move it to S+R where it belongs, per the title.

 

[sablestorm]

It is terribly heartbreaking to hear a guildmate go through the trauma of watching his/her account get hacked before their very eyes - and are totally helpless to stop it. Gold getting moved from the bank and transferred to someone else. Characters getting stripped of all armor and equipment. House getting looted. Items that took years to get and put together are now in someone else’s hands. And let's not forget the taunting of the person on that account. Sickening.

What can be done in that situation?

Page a gm asking them to block the account. OK. And that will take how long to get a response? And what will that response be?

Call EA Customer Support: 1-866-543-5435 Guess what? They aren't open 24/7. And when they are closed - please call back during our business hours.

I understand there are precautions that we as players can make, but darn it all, EA can make an effort too! Is it too much to ask to have someone available to block an account that's suspected of being hacked - within minutes instead of hours or even days? If it is, then don't allow new account information to take effect until business hours when someone is available!

Was the account password changed on them? If not, login to the account to disconnect them, then change the password.

 

[Aia]

No clue. My issue was the lack of support from EA.

For those who believe this is nothing more than a rant post, I will restate the suggestion I have:

If EA is unable to provide 24/7 account support, then changes in personal information should not be allowed during non-business hours.

 

[Petra Fyde]

an excellent suggestion, have you sent it in on a feedback form?

 

[Kiminality]

If EA is unable to provide 24/7 account support, then changes in personal information should not be allowed during non-business hours.

Problem: What about the rest of the world?
Y'know, the bits not in American timezones.
Oh, and the folk who work during business hours?

Several things are outdated, I'll agree.
But, I disagree with that solution.

 

[christy1221]

Sorry this happened.

It happened to me last year at 3 a.m. I did get to speak to someone. They weren't american and weren't friendly at all but they changed all the passwords and email for me and kept me from losing everything. They only wiped out 2 of my 7 accounts, but 3 of them weren't even open and one of those hadn't been opened or logged into in over a year. I really wish they would do something to make our accounts more secure. I never in a million years thought this would happen to me. They stole things that took me years to get.

I hate to hear customer service isn't open 24/7 anymore if it had of been that way last year I would have lost everything. I agree with the other poster about sending in your suggestion of only being able to change the info during buisness hours.

 

[Littleblue]

Providing 24/7 support for critical account issues would be a great improvement!

I would love to see this implemented, along with many other things in the Customer Service area. Unfortunately, with the economy in it's current state, I doubt we will see any additional expenditures that aren't absolutely necessary.

At the very least, you should have the option to call 24/7 to an automated system that would allow you to confirm your identity and request an immediate 'freeze' on the affected account(s). This would at least stop anyone from accessing it until normal business hours. Might be an idea that has a chance since it could be done for much less money.

 

[Viper09]

Providing 24/7 support for critical account issues would be a great improvement!

I would love to see this implemented, along with many other things in the Customer Service area. Unfortunately, with the economy in it's current state, I doubt we will see any additional expenditures that aren't absolutely necessary.

I bet you part of the reason we don't have 24/7 support is because this game isn't exactly bringing in much money anymore.

Does Warhammer have 24/7 support? If it does they should just "merge" it with UO.

 

[Babble]

If you count a few hacked account to the hours gms need to be online and ready I guess it is not worth it from ea's point of view.

Anyone know what mythic do when who accounts get hacked though?