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I have never heard of anyone losing their acct. You call them and they look at the billing. If you have been paying for the acct they give you the new password.
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I had my pogo account hacked a little over a year ago, and spent almost an hour on the phone with customer support being connected to this person and that person, answering security questions over and over again, confirming the last 4 (or was it 8) digits of the CC/debit card connected to the account, and finally did get that back. I do know of people who had TSO accounts hacked in a similar fashion who were not able to get them back, because of one reason or another.....who knows why customer support dropped the ball, I certainly don't, or if they did manage to get the account back, when they logged in the account had been gutted, either with avatars and all wiped, or just with the rares wiped and avatars remained......so yeah, they got the accounts back, but not any of the sims or items that were swiped or deleted off the account in the process. This resulted in those players leaving the game they were so disgusted by the fact that they couldn't get the stuff back, even after proving that the account had been hacked, but it's been EA's policy for as long as I can remember not to replace lost or stolen items.