Post Reply Account Support
6 cr points
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22 / M
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Posted 1/2/15
I am beyond frustrated with the available support. My actual account, complete with a registered card and premium membership, was stolen on December 21st. The email was changed and I have no way of retrieving it due to the lack of retrieval options on this site. I submitted a ticket immediately via the support ticket.

I received my confirmation email that the ticket was sent but did not receive a response for 6 days, 6 days where a third party had access to my account, card, and email address. The response asked me to verify my card, which I did in a reply, and I have not heard back in 3 days. Soon, a third party will have had access to my card and account for 2 weeks.

Am I incompetent? Is there another method of retrieving my account that I missed? I saw no phone number, no recovery questions, nothing more than a form that promised I would be helped within 2 business days. I was told that as a VIP customer I would receive immediate support and that billing issues would be resolved quickly. Why, after verifying my card and payment dates, proving that I am a premium customer, was this issue not resolved. I understand that it is the holiday season but does that justify leaving a third party unlimited access to the store and gift sections with my card for upwards of 2 weeks? Am I solely at the mercy of this painfully slow support ticket?

Furthermore, after some testing on this hopefully temporary account, I found that it does not take a confirmation email or anything to change the registered email and make the account unrecoverable. This is a nightmare! With nothing more than a password a third party can completely take over the account until the support ticket process can correct the issue. I am posting here in the hope that someone from support can finally help me recover my account, since all I have received in a week and a half is an email asking me to verify my card.
58674 cr points
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30 / M / Dallas, TX
Online
Posted 1/2/15


If you haven't yet, you should contact your bank to cancel your card and contest any charges that have been made in the last two weeks.
7 cr points
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25 / M
Offline
Posted 1/2/15
This happened to me as well on December 26th. I sent an email on the 27th, and another on the 29th, and still haven't received any reply.
The person who changed my email address and password on my old account then purchased membership gifts. I even got the order emails and everything.

Am I sending in my support ticket incorrectly? I was putting my old email and old account name into the support ticket, but for all I know they are emailing the "new" account holder instead of me.
58674 cr points
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30 / M / Dallas, TX
Online
Posted 1/2/15

tooorisky wrote:

This happened to me as well on December 26th. I sent an email on the 27th, and another on the 29th, and still haven't received any reply.
The person who changed my email address and password on my old account then purchased membership gifts. I even got the order emails and everything.

Am I sending in my support ticket incorrectly? I was putting my old email and old account name into the support ticket, but for all I know they are emailing the "new" account holder instead of me.


If you received an automatic reply message in your email, CR should have gotten the message.

Since they suffered a massive DDoS attack several days ago, they are still trying to get everything working and working through a backlog of support tickets. Opening any new tickets isn't likely to get your problem replied to any quicker.
7 cr points
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25 / M
Offline
Posted 1/2/15

eyeofpain wrote:

If you received an automatic reply message in your email, CR should have gotten the message.

Since they suffered a massive DDoS attack several days ago, they are still trying to get everything working and working through a backlog of support tickets. Opening any new tickets isn't likely to get your problem replied to any quicker.


Thanks for the info. Hopefully I will be able to get my old account back. In the meantime, I will keep an eye on my credit card to make sure there are no more charges.

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