Thread: Bad treatment!

My account got hijact and I lost everything. And so did my kinship. The Kinshiphouse was robed to. I sent 2 mails to the service team. My question was if I could have my things back and so my Kinship. But no answer :-( i think this is very bad. I paid for years but they dont fel that they have to be fair. The same happend in WoW and they restored everything. No problems! Its not fun to play anymoore. Eijhune

Originally Posted by Eijhune

My account got hijact and I lost everything. And so did my kinship. The Kinshiphouse was robed to. I sent 2 mails to the service team. My question was if I could have my things back and so my Kinship. But no answer :-( i think this is very bad. I paid for years but they dont fel that they have to be fair. The same happend in WoW and they restored everything. No problems! Its not fun to play anymoore. Eijhune

You sent 2 mails? Do you mean that you submitted tickets here?
http://support.turbine.com/ics/suppo...questionID=239

Please read this topic and make sure you followed the steps in it:
http://support.turbine.com/link/port...n-What-do-I-do

I sent my answer in response to the mail I got:

Re: Ticket #24001-218895 - Turbine Customer Support
accountsupport@turbine.com

Thx for your help with my account!


But..... all my valuable stuff from my bags and my bank is gone!! On all my chars!
Can you restore this.
I also lost my personal house!
And my Kinship lost all stuff in the Kinshiphouse!

Any idea how this could have happened? I have a virus program (AVG) and I also ran Malwerebytes and there is no virus on my computer.

Can/will you restore my chars and the content I had in my possession.


Your´s Eije/Eijhune

Turbine Customer Support skrev 2012-01-31 18:59:
>
>
> Greetings Eije,
>
> Thank you for your response.
> We have updated your account information. Please reset your password by following the directions below.
>
> Go to https://myaccount.turbine.com
> In the "Manage Your Account" section, click on the link asking "Forgotten Your Password?"
> Enter the account username where prompted.
> Check the email address on the account.
> Use the email from Turbine to reset your password.
>
> Please note the following:
>
> After submitting the request, log into your email provider's website to check your spam/bulk mail folders, since many will flag emails from "noreply@turbine.com" as spam/bulk mail and they do not allow messages marked as such to be downloaded by external email clients (e.g. Outlook Express, Windows Mail, Mozilla Thunderbird etc.) or cell phones. Adding that address to their "safe senders" list and your address book/contacts can also aid in preventing future messages being flagged this way.
>
> If you follow the above steps and still do not receive a password reset email, please reply to this email with a new email address to add on file for further assistance. Alternatively, you may have the credit card holder call if you have difficulties recovering your password. We are available at 1-781-407-4020, Monday through Friday from 12:00 noon to 8:45 pm. All times are Eastern.
>
> We have forwarded your ticket to our ingame support department for further assistance with recovering the account. They should contact you directly for further assistance, but if you have any questions or concerns, please reply to this email and we will be happy to assist you. Please do not update the default subject line in your reply.
>
> Thank You,
>
> Turbine Customer Support
> Turbine, powered by our fans.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2012.0.1913 / Virus Database: 2114/4900 - Release Date: 03/28/12

Here's their Compromised Account Reimbursement Policy:

http://support.turbine.com/ics/suppo...9+84+59+24+9+4

Here's a quote from it:

Players who have had their account compromised by a third-party may request reimbursement for some or all of their affected characters' items. To apply for item reimbursement, players must submit an in-game ticket for each affected character within 10 days of their account being compromised. If you cannot submit an in-game help ticket, you must submit a help request containing the character names and associated world via support.turbine.com within 10 days of your account being compromised. Any requests for reimbursement submitted outside of these guidelines will not be eligible for item reimbursement, and will receive a standard reimbursement package appropriate to their level.

If you didn't apply for item reimbursement via in-game tickets within 10 days, you won't get any item reimbursement. I'd still recommend submitting the in-game ticket and see if you can at least get some gold back. Alternatively, if you can call customer support at the number they provided, they may be able to help.

Originally Posted by Eijhune

I sent my answer in response to the mail I got:

Re: Ticket #24001-218895 - Turbine Customer Support
accountsupport@turbine.com

Thx for your help with my account!


But..... all my valuable stuff from my bags and my bank is gone!! On all my chars!
Can you restore this.
I also lost my personal house!
And my Kinship lost all stuff in the Kinshiphouse!

Any idea how this could have happened? I have a virus program (AVG) and I also ran Malwerebytes and there is no virus on my computer.

Can/will you restore my chars and the content I had in my possession.


Your´s Eije/Eijhune

Turbine Customer Support skrev 2012-01-31 18:59:
>
>
> Greetings Eije,
>
> Thank you for your response.
> We have updated your account information. Please reset your password by following the directions below.
>
> Go to https://myaccount.turbine.com
> In the "Manage Your Account" section, click on the link asking "Forgotten Your Password?"
> Enter the account username where prompted.
> Check the email address on the account.
> Use the email from Turbine to reset your password.
>
> Please note the following:
>
> After submitting the request, log into your email provider's website to check your spam/bulk mail folders, since many will flag emails from "noreply@turbine.com" as spam/bulk mail and they do not allow messages marked as such to be downloaded by external email clients (e.g. Outlook Express, Windows Mail, Mozilla Thunderbird etc.) or cell phones. Adding that address to their "safe senders" list and your address book/contacts can also aid in preventing future messages being flagged this way.
>
> If you follow the above steps and still do not receive a password reset email, please reply to this email with a new email address to add on file for further assistance. Alternatively, you may have the credit card holder call if you have difficulties recovering your password. We are available at 1-781-407-4020, Monday through Friday from 12:00 noon to 8:45 pm. All times are Eastern.
>
> We have forwarded your ticket to our ingame support department for further assistance with recovering the account. They should contact you directly for further assistance, but if you have any questions or concerns, please reply to this email and we will be happy to assist you. Please do not update the default subject line in your reply.
>
> Thank You,
>
> Turbine Customer Support
> Turbine, powered by our fans.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2012.0.1913 / Virus Database: 2114/4900 - Release Date: 03/28/12

I had no idea of this!

I sent my mail the same day I got the answer on my ticket.
Could have helped if they gave me an answer with this information.
There is no information in the mail that I can't answer it!
And no information in the answer mail on my ticket about what to do to get things back!

I can see now that I should read everything. But I did not!

But I got this mail from support!!
And I posted my request!!

Thx for your nice answer.
I shall send the ticket and see what happens!

Eije


Greetings Eije,

Thank you for your response.
We have updated your account information. Please reset your password by following the directions below.

Go to https://myaccount.turbine.com
In the "Manage Your Account" section, click on the link asking "Forgotten Your Password?"
Enter the account username where prompted.
Check the email address on the account.
Use the email from Turbine to reset your password.

Please note the following:

After submitting the request, log into your email provider's website to check your spam/bulk mail folders, since many will flag emails from "noreply@turbine.com" as spam/bulk mail and they do not allow messages marked as such to be downloaded by external email clients (e.g. Outlook Express, Windows Mail, Mozilla Thunderbird etc.) or cell phones. Adding that address to their "safe senders" list and your address book/contacts can also aid in preventing future messages being flagged this way.

If you follow the above steps and still do not receive a password reset email, please reply to this email with a new email address to add on file for further assistance. Alternatively, you may have the credit card holder call if you have difficulties recovering your password. We are available at 1-781-407-4020, Monday through Friday from 12:00 noon to 8:45 pm. All times are Eastern.

We have forwarded your ticket to our ingame support department for further assistance with recovering the account. They should contact you directly for further assistance, but if you have any questions or concerns, please reply to this email and we will be happy to assist you. Please do not update the default subject line in your reply.

Thank You,

Turbine Customer Support

Turbine, powered by our fans.