Need help for a friend with account that isn't able to get customer support

Moxiety

Hi, sorry for using the forum for this but I don't know what else to do and neither does my friend.

My friend has been playing ESO since 2014 via Steam. About 2 months ago, her Steam account was hacked. She was able to recover it, but the person did a ton of damage to her ESO account. Over the years she accumulated every home, had several characters with a lot of items and achievements, and over 28k crowns she hadn't spent yet, all of it gone. They even swam her characters out to the water to drown and that's what she found when she finally got her Steam back and logged in.

She has tried contacting support through the official method, has submitted multiple tickets, and at one point she was able to log in to the Support site but was immediately prompted to reset her password. The captcha or other verification wouldn't complete and after so many tries she got locked back out again.

She's sent emails to respond to previous tickets she submitted, and called a number she found and left several messages, and tried creating new tickets but they are no longer being responded to. She loves ESO and has spent many years engrossed in the game and has been completely devastated that she still can't get her things back after nearly 2 months. She is not the most tech savvy person and could really use help from direct contact with a person.

Please, can anyone give me an email address in a private message or something that I can give to her? Submitting tickets or using general support emails isn't working and she's still really upset by all of this.

Thanks,
Moxiety

ZOS_Bill

@Moxiety

Do you have your friend's most recent ticket number?

If so, we can check on the status and ensure it is being handled correctly.

Moxiety

@ZOS_Bill

Thank you so much.

The most recent one she has, she thinks, is #240301-000458. I know there are several others, and I know it might probably help to communicate with her directly. I'll do my best to help you both however I can.

Moxiety

ZOS_Phoenix

@Moxiety

Thank you for the further information! We would recommend that your friend double check all of the steps in this article and confirm that she has done them all. After that, she can contact us either on a new ticket or her current one letting us know that she has.

Moxiety

@ZOS_Phoenix

HI, thank you. Yes I've walked her through those steps in the link as best as I can from afar. She submitted the first ticket based on that article and started getting responses when it first happened. Then she was asked to change her password, but during the process of doing that the captcha wouldn't process multiple times and she got locked out again.

Since then she has responded to that ticket via email to let them know what happened, and when she didn't get a response she submitted multiple new tickets, over the course of 3 weeks or so; she found a phone number somewhere and has called and left multiple messages (not sure what number she called). None of her tickets are being responded to and opening a new ticket doesn't seem to make a difference. As I said, she's tried that twice since the original ticket.

That is why I was hoping to find a way for a person to reach out to her directly even if it's by email, because neither of us know what else she can do, and she's locked out still which is why I'm here posting on her behalf. She can't log in to the main ESO website nor the support site at all and no one's answering her emails.

There's a chance this is extenuating. I've asked her to trust the process and said that service desk tickets especially for a hacked account with all the stuff she had can be complicated or slow, but after almost 2 months of nothing from any of her tickets, emails or calls, here I am trying to help her.

I'm hoping someone could please just check on the ticket and ask for some follow up for her. She's spent obscene amounts of money on crowns and gifts on ESO over the years and feels completely ignored.

Thanks for reading. I really appreciate any help anyone can offer.

Mox

ZOS_Bill

@Moxiety

Please check your forum inbox as I've contacted you regarding your friend's ticket.