Response times

Herbbie · December 2016

Hi all
Recently returned to ESO and promptly got my account hacked. All characters emptied of items and gold, craft bag emptied as well. Obviously pretty annoying.
I raised a ticket around 8pm or so UK time but have so far not had a response other than acknowledgement of the ticket being created.

Does anyone know how long I am likely to be waiting as I can't play until this gets looked into.
Cheers

yodased · December 2016

Expect 2-3 weeks in all honesty.

But hey, I responded to your thread really fast, so there is that.

Herbbie · December 2016

Haha it looks like you may be right. Will probably be one of my shortest stays in a game.

Nestor · December 2016

You will get an Auto-Bot response the first time, so respond to that email and any others until a human interacts with you.

However, lets look at a common issue that can happen. Did you happen to log on to the PTS by mistake? I have done that and others too then we wonder just what happened to our characters. Although, you should have some inventory as characters are copied from the Live Server, it maybe they cleared things on the PTS just for grins and giggles (cuz those characters don't matter)

Herbbie · December 2016

Unfortunately not, I logged into live. I could see that the person who hacked me sold all my items to his own character called Gerlach. He had joined the guild I am GM of 2 hours earlier. After he took my items and gold and left my guild.

I am no IT man or coder but I would have thought this should be pretty easy to track down the hacker as he did everything in game. All this information went on my ticket less than an hour after it happened. Its a little bit frustrating that this won't get looked at properly for some time it seems.

Its worth keeping in mind that these people who hack other peoples accounts could and will do it to anyone, me or you or any of us. Surely catching them and banning them permanently will ensure less work for customer support and less pain for the player base as a whole. You wont find an easier case to prove of an account being hacked and the movement, in game of all the items and gold.

So far I have had the acknowledgement email and another automated reply about securing my account.

If this was my company/game I would be getting these hackers removed from ESO as quickly as possible.

Nestor · December 2016

I don't see how he could have cleared your characters. Guild Bank, sure, but not characters unless they got your password somehow.

If he did just clear out the Guild Bank, they might not do anything about that, as that is the risk of opening the bank up to the rank and file.

Well, good luck on this, and remember to keep replying to the bots until get get a human. Which means the emails you have currently received.

Herbbie · December 2016

Thanks, appreciate the response.

Herbbie · December 2016

Update

I am now talking to a very helpful CS person called Zac who is trying get me back up and running.

I am not sure if they will/can ban the hacker though.