Why is support asking for Security info in emails about tickets?

rogue6ub14_ESO · April 2014

WHY on earth is support asking me for account security information to get this ticket fixed and my gold for bank slots refunded???
Two tickets for the bank bug ticket # 140408-067927 (4 upgrades) and a second incident # 140413-108306 ( 3 upgrades).
This is the email I get from ESO.

ESO English Support ESO_Help@helpmail.elderscrollsonline.com
Response By Email (Rafael) (04/22/2014 01:22 PM)

Well met, O mighty Shawn!

First of all, I'd like to extend my apologies for the delay in fixing this issue. I would also like to assure that your case is being looked into and you have not been forgotten!

Nevertheless, I will press your case and forward it to the appropriate department since it's been quite a while since your first complaint.

To do so, and to expedite this matter, I would ask you to provide me with the following information:
- Payment Method for game account
- Security Q&A

May you always remain undaunted, good sir.

Best Regards,
Fau

The Elder Scrolls Online Team

Medwin · April 2014

Because that is how they handle support tickets

mcatchlovb16_ESO · April 2014

It's odd that they ask for your secret question and the answer. I would have no clue what my question would be, lol. Is there any where you can look up your question?

Locke_ESO · April 2014

You certain this is ESO support and not an attempt to steal your account? Sounds extremely weird they would need these details in a support ticket.

Altissimus · April 2014

Looking forward to the official response on this one...

qwertyburnsb16_ESO · April 2014

Phishing email alert! Knew they would start coming soon. Don't respond to it until you are sure it's genuine.

YourNameHere · April 2014

I would NOT respond to this by e-mail and call them. No company should EVER ask for such security questions and answers, and if they do, they need to be retrained. So easy to intercept this and steal the info.

Rhoric · April 2014

It is not a phishing attempt. Support is asking this to confirm that you are the account owner. Just look at the email headers to see where it was sent from.

Desdemonte · April 2014

Sounds like BS to me.

Rhoric · April 2014

Desdemonte wrote: »

Sounds like BS to me.

No it isn't. Just look up all the other topics like this. This is how support works. I have even used support. They have like a list of things they can ask from.

Arsenic_Touch · April 2014

Rhoric wrote: »

It is not a phishing attempt. Support is asking this to confirm that you are the account owner. Just look at the email headers to see where it was sent from.

Ding ding ding, we have a winner. Surprised that people are still having problems getting this.

How do you expect them to determine who you are if you don't provide the information that only the real account holder would have access to? they ask for the same info for their email support and their phone support. If you don't trust their email support, then use their phone support.

FlameStar · April 2014

http://forums.elderscrollsonline.com/discussion/84045/support-wants-my-password-reset-security-answer#latest

found a similar topic with an zos response for you

Kyotee0071 · April 2014

Well I can see them asking for your answer to your secret question..(Not like I can remember what question I chose)... but also wanting you to give them your secret question? That just doesn't seem right.

If you need support you should get after confirming other things "Ok now for your secret question, "What is the name of your favorite pet"...then I remember and answer! But having to remember the question. Man I could be in trouble!