Support Ticket Scams- answered

Isibis · April 2014

EDIT: question is answered, and thread is obsolete. Mods, feel free to disable comments.

Peace and Sweetrolls, Isibis

I'm submitted a ticket to CS last night and got an interesting response. This is obviously a scammer, since ZOS should not would never ask for this info. My question is, is this a fake ticket? Has ZOS received it at all? Most importantly, will all my future tickets be redirected to an untrustworthy source?

I am including "Customer Service's" response so people know what it looks like (emphasis my own). If you get one of these, do not respond!

Response By Email (Manuel) (04/24/2014 12:18 AM)
Greetings Adventurer!

Thank you for contacting The Elder Scrolls Online Support.

We're sorry that you haven't gotten your bank slots or your gold back. We're working on getting everything as it was as fast as possible.

However before we proceed, we require some more information. For security reasons could you please provide us with:
- The answer to your secret question.

Thank you for your patience! Looking forward to hearing from you.

Warm Regards,
The Elder Scrolls Online Support Team

GossiTheDog · April 2014

It's not a scam.

http://forums.elderscrollsonline.com/discussion/65280/questionable-email-from-dev-support

http://forums.elderscrollsonline.com/discussion/69955/is-it-normal-that-cs-asks-for-your-secret-question-and-answer

http://forums.elderscrollsonline.com/discussion/77873/missing-stuff-will-not-get-help-unless-i-tell-them-my-secret-answer

http://forums.elderscrollsonline.com/discussion/74893/customer-service-requesting-personal-confidential-information

etc etc.

Isibis · April 2014

Only one of these links has a post from a Dev, so I'm not convinced. I was never asked this information in actual tickets, and why would they ask for the answer but not ask the question?

GossiTheDog · April 2014

Search for secret question on the forum, this has been happening since launch. They don't have a ticketing system where you have to log into your account to submit a ticket - therefore they have to confirm you are the account holder before they action things on accounts.

Seriously, it's not a scam. It's just disorganisation. You can't actually reply to the ticket at the moment anyway as the support ticket system is broken too.

Vyndetta · April 2014

It's not a scam. It is however, a horrible process. In my ticket started on April 4th, I have now been asked to verify my account three times. Each asking for a different form of security response.
After the first request, which I did answer providing one of the requested answers, I never heard back from that rep. Another responded about 10 days later, asking for another security response, different from what I'd previously been asked/provided. Then finally a third request after I inquired again on the status after waiting for 18 days. This is now day 20.
Oh, and a heads up, they don't seem to actually do the call-backs if you request one. That has been a 17 day wait on my end.
I don't care how busy they are, these wait times are abhorrent.

Stormynature · April 2014

Think of it this way:

If it is a scam then either way your ticket is still not solved and you have gained nothing (except go change your security details obviously)

If it isn't a scam then you might actually get a resolution to whatever is you ticketed about.

But indecision and doubt in the face of reassurances from the community in here that it legitimate will only cause you to make no decision which means you definitely get no result on your ticket except its closure.

KerinKor · April 2014

Isibis wrote: »

My question is, is this a fake ticket?

Your question is answered in umpteen threads round here already.

Instead of posting rubbish about 'scams' try learning how to use the Search feature?

Isibis wrote: »

Only one of these links has a post from a Dev, so I'm not convinced. I was never asked this information in actual tickets, and why would they ask for the answer but not ask the question?

LOL, you're not serious, surely?

They're trying to check you're the accoujnt holder, they EXPECT YOU TO KNOW THE QUESTION! Someone who managed to get your username and password isn't likely to know that, or at best will have to make a guess as to which you selected and then what your answer is.

Being security conscious is fine, outright paranoia isn't healthy.

Erinshaw · April 2014

for me if you respond from your registered email this should suffice with say a code they send you

Isibis · April 2014

KerinKor wrote: »

Isibis wrote: »

My question is, is this a fake ticket?

Your question is answered in umpteen threads round here already.

Instead of posting rubbish about 'scams' try learning how to use the Search feature?

Isibis wrote: »

Only one of these links has a post from a Dev, so I'm not convinced. I was never asked this information in actual tickets, and why would they ask for the answer but not ask the question?

LOL, you're not serious, surely?

They're trying to check you're the accoujnt holder, they EXPECT YOU TO KNOW THE QUESTION! Someone who managed to get your username and password isn't likely to know that, or at best will have to make a guess as to which you selected and then what your answer is.

Being security conscious is fine, outright paranoia isn't healthy.

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam. Unless ZOS somehow managed to get in trouble I am safe to assume it is a scam.
Your second issue was about the security question. I do know mine. But by CS providing it to me I would know it is really them. It is a more reliable way of verification than the email address in the From box (that one does not actually mean anything).
Lastly, I had three resolved tickets so far and was never asked any info over email.

Harkrider · April 2014

You've already been told that it's not a scam.

If you're assuming that it's a scam, despite explanations otherwise, then why bother posting at all?

AlexDougherty · April 2014

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam. Unless ZOS somehow managed to get in trouble I am safe to assume it is a scam.
Your second issue was about the security question. I do know mine. But by CS providing it to me I would know it is really them. It is a more reliable way of verification than the email address in the From box (that one does not actually mean anything).
Lastly, I had three resolved tickets so far and was never asked any info over email.

Sadly Zenimax isn't as experienced, I responded the same as you on a similar thread, only minutes later to have a Mod confirm that the email was genuine.

They really are asking people to send their secret questions over email, despite it being a bad idea. They need to get someone with experience in the industry to help them create a system that works properly.

GossiTheDog · April 2014

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam.

Just for info, their email server is listed on Spamhaus - that's why we can't reply to support tickets (as ZOS use Spamhaus for email filtering, and so are blocking their own email server).

AlexDougherty · April 2014

GossiTheDog wrote: »

Just for info, their email server is listed on Spamhaus - that's why we can't reply to support tickets (as ZOS use Spamhaus for email filtering, and so are blocking their own email server).

OMG, that's hilarious, do you think they know?

Stormynature · April 2014

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam.

http://forums.elderscrollsonline.com/discussion/83687/stop-sending-people-emails-when-you-report-gold-sellers

http://forums.elderscrollsonline.com/discussion/77179/stop-emailing-me-for-every-spam-report

http://forums.elderscrollsonline.com/discussion/comment/709734#Comment_70973

To put it simply Zenimax successfully blacklisted themselves through no deliberate intent but purely by sheer volume of emails.

GossiTheDog · April 2014

AlexDougherty wrote: »

GossiTheDog wrote: »

Just for info, their email server is listed on Spamhaus - that's why we can't reply to support tickets (as ZOS use Spamhaus for email filtering, and so are blocking their own email server).

OMG, that's hilarious, do you think they know?

They know. I told @ZOS_JessicaFolsom and went to head of Zenimax Online Studios. Also contacted head of publicity at Bethesda. It's also been featured in Eurogamer magazine. It still hasn't been fixed. Approaching day 3. No sticky on forum about being unable to reply to tickets either.

felixgamingx1 · April 2014

It's not a scam

Harkrider · April 2014

Stormynature wrote: »

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam.

http://forums.elderscrollsonline.com/discussion/83687/stop-sending-people-emails-when-you-report-gold-sellers

http://forums.elderscrollsonline.com/discussion/77179/stop-emailing-me-for-every-spam-report

http://forums.elderscrollsonline.com/discussion/comment/709734#Comment_70973

To put it simply Zenimax successfully blacklisted themselves through no deliberate intent but purely by sheer volume of emails.

Get out of here with your logic.

/tinfoil

Isibis · April 2014

GossiTheDog wrote: »

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam.

Just for info, their email server is listed on Spamhaus - that's why we can't reply to support tickets (as ZOS use Spamhaus for email filtering, and so are blocking their own email server).

Thank you. Here is an example of good fact based argument. That is all I needed to know as proof. And yes I think this is hilarious as hell.

GossiTheDog · April 2014

Isibis wrote: »

GossiTheDog wrote: »

Isibis wrote: »

Before you get too excited, realize I'm not a noob. I've done some research since posting this, my help ticket came from a blacklisted IP address suspected of mass spam.

Just for info, their email server is listed on Spamhaus - that's why we can't reply to support tickets (as ZOS use Spamhaus for email filtering, and so are blocking their own email server).

Thank you. Here is an example of good fact based argument. That is all I needed to know as proof. And yes I think this is hilarious as hell.

Yeah. To be clear, the email you got is NOT a scam - Customer Service are geninuely replying with that question. At launch (and for a week after) they were asking for peoples credit card numbers (not a joke, look at the forum). Anyway, people kept reporting the emails as junk, and now they've blacklisted themselves.

ZOS_JessicaFolsom · April 2014

Hi folks,

We understand your concern; it's good to be cautious. For account verification, we will only ask for the following info (this process was locked in a couple weeks ago):

The last four numbers of your credit card or game time code.
The answer to your secret question.

We have also seen the complaints about the excessive automatic emails and are discussing options.

Darlgon · April 2014

ZOS_JessicaFolsom wrote: »

Hi folks,

We understand your concern; it's good to be cautious. For account verification, we will only ask for the following info (this process was locked in a couple weeks ago):
The last four numbers of your credit card or game time code.

The answer to your secret question.

We have also seen the complaints about the excessive automatic emails and are discussing options.

While you guys are in discussions, can you add the following related to gold spam reports?

1 Make a separate category for gold spammers vs people who spam chat. Different annoyances all together.
2. Make it so, when I click the drop down for gold spammer I do not have to type gold spammer in over and over and over and over and over.. and over.. and over....
3. How about you DONT send me the email I get.. oh.. say 25 times a day telling me that you cant tell me what disciplinary action you are taking on the gold spammers I reported, EACH INDIVIDUAL CASE.
4. Actually, if you cant tell me how you will resolve discipline of other players, why send an email at all?

Thanks.

elderscrollsb16_ESO109 · April 2014

Obviously a standard ticketing system on which we could see our tickets and respond them in a web interface would be much better than email handling.

Xaaz · April 2014

ZOS_JessicaFolsom wrote: »

Hi folks,

We understand your concern; it's good to be cautious. For account verification, we will only ask for the following info (this process was locked in a couple weeks ago):
The last four numbers of your credit card or game time code.

The answer to your secret question.

We have also seen the complaints about the excessive automatic emails and are discussing options.

The only thing you should be meeting about is how to transition this garbage to F2P. 14 days with no response to tickets and you can't even respond because you idiots blocked yourselves.

Isibis · April 2014

ZOS_JessicaFolsom wrote: »

Hi folks,

We understand your concern; it's good to be cautious. For account verification, we will only ask for the following info (this process was locked in a couple weeks ago):
The last four numbers of your credit card or game time code.

The answer to your secret question.

We have also seen the complaints about the excessive automatic emails and are discussing options.

Thanks a lot for dropping by, especially since you have your hands full right now.
It would have been nice to have an announcement somewhere stating that this is a problem. I feel terrible for harassing your poor support system when they're having a bad day. I wish I could send you guys some cupcakes or something.

YourNameHere · April 2014

ZOS_JessicaFolsom wrote: »

Hi folks,

We understand your concern; it's good to be cautious. For account verification, we will only ask for the following info (this process was locked in a couple weeks ago):
The last four numbers of your credit card or game time code.

The answer to your secret question.

We have also seen the complaints about the excessive automatic emails and are discussing options.

The secret question thing is still a really really bad idea.

You can ask for Account name. Last 4 digits of the card. Maybe even e-mail address associated with it.

But asking for a secret question answer over the internet in a NON SECURE WAY is just a bad idea. I am ashamed your security department doesn't know this.

Also, it is funny as hell how your company is banning guild leaders for sending out mails to guildies, and you go about and blacklist yourself for mass mails. Hah!

dennissomb16_ESO · April 2014

For me, I would never send security information via an email request, it is beyond bad design. I had this sent to me during beta for a ticket, so I upgraded my ticket and made them call me. Simply never going to send security information via email

Rainbow · April 2014

I got asked a question like this too, but they gave me 2 choice 1. to give them my security question or 2. give them the last 4 digits of my debit card number, so I gave them the last 4 digits of my card...
You seem VERY uneducated if you cannot tell the difference between a fake email and a legit email.

Rainbow · April 2014

Also explain how the "Scam email" would have the EXACT same thing you sent as a ticket to them? Unless you're foolish enough to be keylogged which would have been your OWN fault in the first place as you'd have blindly downloaded stuff.

Reevster · April 2014

Are you kidding me? I sent in a support ticket( twice now ) and it says to reply to the email but when you do it get returned undeliverable/ spam? So now i have a broken main quest that I cant get fixed and plus I am getting error messages with no numbers when the game crashes/ so much lag in Cryadiil that its unplayable then crashes, I am running out of reasons to keep playing this game....wth is going on?

Dita · April 2014

Its a scam, because support never answers any tickets or e-mails.

Rainbow · April 2014

Reevster wrote: »

Are you kidding me? I sent in a support ticket( twice now ) and it says to reply to the email but when you do it get returned undeliverable/ spam? So now i have a broken main quest that I cant get fixed and plus I am getting error messages with no numbers when the game crashes/ so much lag in Cryadiil that its unplayable then crashes, I am running out of reasons to keep playing this game....wth is going on?

that isn't THEIR fault if your email provider is classing the emails as spam and won't let you reply that problem is on YOUR side....