On December 23rd (may have been the 24th?), my wife’s Wow account was hacked, presumably by a keylogger. I was logging in early in the morning and she had just sat down to check her email. She received a password change confirmation in her inbox, which obviously was curious. When I got into the game, her character was logged in and in Shadow Lab. (this seems to have been a common theme)

As a guild officer, I gkicked her and put in a ticket. She got on the phone with customer service. We sat and watched for the next two hours while the hacker hopped around all her characters and gutted them, leaving only the clothes on her back. Even sold her rogue’s weapons.

Finally, Customer Service froze her account and reset her password but the damage was done. Three days ago her account was restored. Problem is, the account specialist restored less than half the gold she had and only even touched one character. Her other two characters received none of their items back. This is further complicated by the fact that both of those characters are on another server than her main and all of mine. She was going to transfer to play them with our guild mates and I but was waiting on resolution of hacking/restoration.

She petitioned again in game and responded to the email from Customer Service, telling them that the restoration was incomplete. She had a fairly detailed list of key items lost, was polite and attentive throughout the whole process, and had followed the posted procedure for dealing with this.

And officer of our guild was hacked two days prior and was fully restored, even the items from the guild bank. He’s still trying to sort it all out. Apparently last night, another player in our guild was hacked and he is our resident computer guru.

In terms of security, she installed a handful of spyware, antivirus, etc programs, took her computer to a professional and ended up getting a new machine (motherboard was going bad) We still have no idea where they keylogged her from but she does browse the Wow forums somewhat frequently. Maybe from a UI mod, I don’t know.

So, we are very disappointed. Neither of us understands how we can read all of these happy ending stories about how everything was fixed for other people and my wife’s account was not. The odd thing is that both the characters that were not restored have not been played much recently. Christmas was a busy time and if she logged in, it was on her main. The items were there and not much changed and then suddenly gone. I would think that’s pretty cut and dry. One of the characters was a level 63 priest I was going to help her level. We have a group of friends with mid 60’s characters waiting for us to run instances and quest but we’re stuck. She had a lot of equipment, some crafted epics too waiting until she reached the appropriate level. They were soulbound so they were simply vendored.

I don’t know what else to say other than Blizzard, please restore her account and take action against these people somehow, someway. They are making it difficult to continue enjoying the game.

[ Post edited by Eisenkrieger ]

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Q u o t e:
I don’t know what else to say other than Blizzard, please restore her account and take action against these people somehow, someway. They are making it difficult to continue enjoying the game.

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I am truly sorry to hear that this investigation may not have yielded quite the expected results. I know how frustrating and frightening this kind of event is, and I would very much like to help ensure that everything is as it should be. Given the nature of the situation, and that you are posting in her stead, I may not be able to provide much detail, but at the very least, I'd like to look into this.

Can you provide me with the name and realm of one of the affected characters on that account?

You have my sincerest apologies, Penlowe. I was able to look into the issue at hand, and it appears that everything that can be done, was. It is regrettable, but there are times when we are unable to verify some losses — please bear in mind that no restoration is ever guaranteed. We would much rather provide restoration of each and every last little thing, but sadly this is not always possible.

It also appears that the Specialists were able to provide some compensation — albeit only partial to what you requested.

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Q u o t e:
So rather late Saturday night Senior GM Diendeus contacted my husband looking for me :)

We talked a bit and she dug through the logs and found absolutely everything that had been vendored or transfered off my toons- all was restored and cash to cover the consumables.
I cannot thank you enough!!

Good job Diendeus!!

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Ah, Diendeus. A paragon of service. I'm glad she contacted you and everything worked, Penny!