Slurm
Nightwalker
Wimmy Wam Wam Wazzle!
Posts: 5,065
|
Post by Slurm on Sept 18, 2013 10:43:41 GMT -5
I don't even have a gif for how fucked up that is. I'm just.... Just...
|
|
Winin
Deathbringer
01/2004 DAoC
[insert witicism here]
Posts: 6,045
|
Post by Winin on Sept 18, 2013 11:48:12 GMT -5
That sucks.
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 18, 2013 12:46:45 GMT -5
Seems like it would be rather easy to check the IP location of where I normally log in, and then see the location of the IP addie from when this happened... and figure out that I probably couldn't have traveled that far in that amount of time... but whatever...
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 18, 2013 15:06:36 GMT -5
|
|
|
Post by trapsinger on Sept 18, 2013 16:37:32 GMT -5
Well, i don't know how square handles it, but when I worked at blizzard there was a lot more to the investigation than that.
first they have to filter out all the reports of your toon spamming, so they don't ban you a second time.
then they have to confirm that you were really hacked, and not doing something funky yourself, which is the step you mention above.
then they to determine the time period you were hacked under, and check all the logs of everything your toon did during that time. this is the lengthy step, because it usually chains into checking the activity of several accounts, everyone that sent tells to your account, everyone your account traded gear and money with, everyone they traded money with. usually two or three accounts deep, so they can catch not only the gil sellers, but also the buyers who are also violating the terms of use for the game, and find other hacked accounts.
then they have to confirm that you weren't actually a gil buyer yourself, which means checking your chat logs back even further to see if you interacted with one of the other accounts they have on their lists, which can also be a lengthy process, especially if they don't have all their tools in place for it yet.
Then they will also probably have to contact you, and ask you to provide some sort of proof of ownership of the account, to make sure you aren't the hacker trying to regain access. Unless you already did this, sounds like you might have by providing the registration code for the game, that's one of the things they frequently ask for at other companies, but I know some asked for photo ID, and for a while Blizzard wanted the ID verified by a notary as well.
At Blizzard this process took an hour or more per account investigation, plus ID verification, which doesn't seem like that long until you figure how many players there are in the game. My experience in final fantasy tells me there are at least two different spammers, in each city, at any given time, and when i block one, another one tends to pop up within 15 minutes. So six hacked accounts, per server, per 15 minute window, is 24 hacked accounts per hour, per server, and there are about 20 servers labeled north america, so that's about 400 accounts per hour. Which means to prevent there from being any delay in researching and restoring your account, they'd need three shifts of 400 people per day, which actually means about 1300 to 1500 people employed doing nothing else, just to cover the north american servers. To put that in terms of dollars, if those people are employed in an american call center, which gaming companies like to do, employ their service as close to their players as possible, and those people are starting out at about 30,000 a year, which is basically poverty in most of the US, but pretty realistic as a starting call center salary, then Square Enix, would have to pay out 45 million dollars per year, just to recover accounts from gil spamming hackers in one of their three market regions.
Since Square Enix probably isn't doing that, you are probably looking at a really long wait. For blizzard it was two to three weeks to recover an account. But it is possible that they won't let you recover it, I don't know what Japan's policies about customer service are, but I can tell you from working at blizzard that most people who got hacked, ended up getting hacked multiple times. And a huge percentage of them were gold buyers, or at least considered it enough to check out the sites and compare prices, which is how they picked up the keylogger that stole their account. And there was always that tickle in the back of the minds of the investigators to just not give the accounts back. And square enix may still be working out their policies on that, or they may be holding off on returning accounts to people until they have better technology in place to prevent the spamming in the first place.
I know that all sounds very callous, and really unfair to people like you who actually didn't do anything wrong, but most people who contact customer service at gaming companies are liars, and it takes a long time to filter them out to help the people like you who really need help. So be patient, and they'll get to you eventually, slow service is just a hazard of playing these types of games, because most of the gaming companies just can't afford to pay for the service we'd all like to have.
|
|
|
Post by Cavallina on Sept 18, 2013 19:47:47 GMT -5
I am totally bummed for you Zeli
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 18, 2013 21:11:22 GMT -5
Thanks buddy
|
|
|
Post by Nefertiti on Sept 19, 2013 9:07:02 GMT -5
Pik had an attempt on his account this weekend where it was temporarily suspended. He was back up in about an hour I think (I passed out since I had just arrived home from work). We think it was not hacked completely due to the authenticator.
Sorry this has happened to you. Any word yet? I am hoping you have a speedy restore of your account.
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 19, 2013 9:40:25 GMT -5
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 19, 2013 12:07:37 GMT -5
|
|
Zeli
Flesh Jelly
Posts: 7,978
Steam ID: zelibeli
Origin ID: zelibeli
BattleTag: zelibeli#1826
Xbox GamerTag: Zelibeli
Minecraft: zelibeli
|
Post by Zeli on Sept 27, 2013 6:46:05 GMT -5
I sent them an email yesterday to ask about my case and I received an email back within a couple hours stating they would escalate the issue and thanked me for being patient.
At 2AM, I received this email:
That is copy+paste from my email... I'm not sure if it's a fake or not... so many errors. I'll check when I get home and hopefully I can log in and get the linkshell permissions fixed before it gets hacked again.
|
|
|
Post by Kaarenyth on Sept 30, 2013 11:42:12 GMT -5
pain in the backside z. But the one time use keys are quite nice if not a pain and help protect the account so signed up and integrated on mine now just in case.
I will say I guess a TON of accounts are getting broken into considering the amount of "valid" names I'm seeing spaming out gold advertising. Guessing that MMO's (and any system using 1 factor Auth) is going to have to get *very* rigorous about their password policy very soon.
|
|