The GM of my guild got hacked today. The hacker put an authenticator on the account. Well the GM (whom I know IRL) called billing and after spending an hour and a half on hold he got through. You know what they told him? They'd send him an email to remove the authenticator and get his account back. Now I'm guildless because the hacker just now disbanded the guild (after the person who got hacked talked to billing). And the hacker is still on selling all of his ill gotten goods.

Now my question is this, why didn't billing lock the account when he was on the phone with them like they should have? Wouldn't that have made sense? I know account security is his responsibility and he's getting that cleaned up, and I know blizzard will hopefully fix it, but thats not why I'm here either.

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Q u o t e:
The GM of my guild got hacked today. The hacker put an authenticator on the account. Well the GM (whom I know IRL) called billing and after spending an hour and a half on hold he got through. You know what they told him? They'd send him an email to remove the authenticator and get his account back. Now I'm guildless because the hacker just now disbanded the guild (after the person who got hacked talked to billing). And the hacker is still on selling all of his ill gotten goods.

Now my question is this, why didn't billing lock the account when he was on the phone with them like they should have? Wouldn't that have made sense? I know account security is his responsibility and he's getting that cleaned up, and I know blizzard will hopefully fix it, but thats not why I'm here either.

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As the other posters in this thread have mentioned, there are indeed circumstances under which this kind of verification is necessary. So, it's not really a situation of our staff not helping, but rather, following the correct procedures so that only the registered owner of an account can actually acquire access.

We understand that these processes can be time consuming, but they are necessary, since they're in place for the protection of our players. I wish your Guild Master and your Guild the best of luck on a swift recovery.

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Q u o t e:


no he can't reset the password himself, because the hacker put an authenticator on the account. Unless you don't need your authenticator for that? I myself haven't changed mine since getting mine so I don't know personally.

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I'm likely not in a position to provide much information publicly, but I might be able to furnish further guidance. Can you provide the name and realm of a character on your Guild Master's account?

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Q u o t e:
He has 2 accounts (both were comprimised at the same time :() The guild leader was <edit>. I know you can't share details, but I just feel better that something is being done.

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While I can locate an email in which a phone call was referenced, I'm unable to locate records of the telephone call itself.

In either case, if he is not receiving emails from Blizzard Entertainment, then it would be best if he reviews this article:

http://us.blizzard.com/support/article.xml?locale=en_US&articleId=21485

Also, it's possible that he was not in contact with the correct department. There are a couple of methods to contact us regarding an unauthorized Authenticator having been attached to an account:

• A request to remove the Authenticator can be sent from the account's registered email address to Billing@Blizzard.com
  
• One can call our Account Services staff directly:
  
  
  Billing & Account Services
  
  Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
  Live Representatives Available 8am to 8pm PST
  
  If you are located in Australia you should use 1-800-041-378 if you cannot get through with the number above.
  If you are located in Singapore you should use 800-2549-9273 if you cannot get through with the number above.
  Latin American and International callers without access to our 800 numbers may use: (949) 955-0283

It might be a good idea to direct him toward those means of contact.

EDIT:

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Q u o t e:
Just to update, he called back and got the authenticator removed and the password reset. Now he's waiting for the email to find its way lol. While he was on the phone he also ordered an authenticator (and so did a few other guild members). So hes back on track to getting it straightened out.

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I'm glad to hear it, and it sounds like he got in touch with the right department this time =D.