Account Stolen for 3 Months, No Response from Support – Need Help!

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Summoner#6275 wrote:

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L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

There's almost certainly no ticketing system. The way they're failing - in particular with sending a new email resetting your position - only makes sense with a single shared inbox. Not having any way to prioritize specific requests also fits with this - restoring access to the accounts compromised due to their own negligence should have been an absolute priority unless they can't do so. Likewise having no way to check on the status of anyone asking about it here.

My guess is that 40 days of no response means they did lose your last email and think it's still in your court.

Inspecting customer support emails reveals a conversation (“ticket”) ID with syntax {#HS:XXXXXXXXXX-YYYYYYY#} and a tracking pixel linking to "secure.helpscout.net", suggests that GGG uses Help Scout. It is a cute shared inbox that was never intended for high-volume.

Hey there , I haven't received any messages from support since November 23, 2024. I have invested over $4,000 in the game. This doesn't mean I want special treatment, but at least some minimal information that you're working on it. If this is how it's going to be, why should I invest time and money into POE?

I have also had my account stolen, might have happened earlier than christmas, but I'm not sure; I only just recently found out when trying to get back to the game after like 3+ years of not playing. I'm talking PoE 1 account, free-to-play.
Emailed support a bit more than a month ago, no response yet. Trying not to lose all the hope.

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Summoner#6275 wrote:

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L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

There's almost certainly no ticketing system. The way they're failing - in particular with sending a new email resetting your position - only makes sense with a single shared inbox. Not having any way to prioritize specific requests also fits with this - restoring access to the accounts compromised due to their own negligence should have been an absolute priority unless they can't do so. Likewise having no way to check on the status of anyone asking about it here.

My guess is that 40 days of no response means they did lose your last email and think it's still in your court.

Why should they priotize his request above others?

Also his story sounds kind off....just look up his supposed old account. When you hack someones account - why did they leave him his mageblood?

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its Youk#8135 wrote:

Hey there , I haven't received any messages from support since November 23, 2024. I have invested over $4,000 in the game. This doesn't mean I want special treatment, but at least some minimal information that you're working on it. If this is how it's going to be, why should I invest time and money into POE?

Of course, people just want to know which step they are currently at in solving the problem.

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BehdadExile#7920 wrote:

I have also had my account stolen, might have happened earlier than christmas, but I'm not sure; I only just recently found out when trying to get back to the game after like 3+ years of not playing. I'm talking PoE 1 account, free-to-play.
Emailed support a bit more than a month ago, no response yet. Trying not to lose all the hope.

Come on, keep the hope alive!

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Tungdîl#4170 wrote:

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Summoner#6275 wrote:

"

L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

There's almost certainly no ticketing system. The way they're failing - in particular with sending a new email resetting your position - only makes sense with a single shared inbox. Not having any way to prioritize specific requests also fits with this - restoring access to the accounts compromised due to their own negligence should have been an absolute priority unless they can't do so. Likewise having no way to check on the status of anyone asking about it here.

My guess is that 40 days of no response means they did lose your last email and think it's still in your court.

Why should they priotize his request above others?

Also his story sounds kind off....just look up his supposed old account. When you hack someones account - why did they leave him his mageblood?

I don’t know—what do you say? Are you talking about me?

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CoopSterner#0617 wrote:

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Summoner#6275 wrote:

"

L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

There's almost certainly no ticketing system. The way they're failing - in particular with sending a new email resetting your position - only makes sense with a single shared inbox. Not having any way to prioritize specific requests also fits with this - restoring access to the accounts compromised due to their own negligence should have been an absolute priority unless they can't do so. Likewise having no way to check on the status of anyone asking about it here.

My guess is that 40 days of no response means they did lose your last email and think it's still in your court.

Inspecting customer support emails reveals a conversation (“ticket”) ID with syntax {#HS:XXXXXXXXXX-YYYYYYY#} and a tracking pixel linking to "secure.helpscout.net", suggests that GGG uses Help Scout. It is a cute shared inbox that was never intended for high-volume.

i can verify that, you are right

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linduhuanxiang#7399 wrote:

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BehdadExile#7920 wrote:

I have also had my account stolen, might have happened earlier than christmas, but I'm not sure; I only just recently found out when trying to get back to the game after like 3+ years of not playing. I'm talking PoE 1 account, free-to-play.
Emailed support a bit more than a month ago, no response yet. Trying not to lose all the hope.

Come on, keep the hope alive!

Well, I'm trying. But at the same time I don't want to be dissapointed if I won't get the account back. I invested so much time and work into it that I'm sure I won't get back to playing if I have to start from the scratch.

Since I haven't played for like 3 years, I'm really fine waiting those 3 extra months or whatever. I only hope that, eventually, someone will actually, genuinely be willing to look into it. Becasue if they do, I'm sure they'll find obvious signs of the account having been hacked and that whatever the reason for the ban was (I can see that the account has been banned) was the hacker's doing.

I'll update if I get a response.

bro same here they dont give a shit