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Dax Otha	Posted - 2010.05.02 07:28:00 - [1] I have 5 accounts with numerous toons. One of my accounts (containing a 54mil SP toon) recently got hacked and the person changed the password and reply e-mail address (which precluded me from either logging into the account or requesting a change of password). I raised the first petition in this regard last Sunday but have to date (7 days later) not received a single acknowledgement from CCP on this. I have also raised 2 other petitions (to try an elicit a response from CCP) and the only response was from GM Sayyah to inform me that one of them was filed under the incorrect category, was moved and will be attended to by another GM. A friend recently experienced a similar problem with a WoW account, but this was completely resolved within 48h of him reporting and he was reimbursed for all items lost. The delinquent logs in regularly but blocks all attempts to communicate with him. This lack of action on multiple reports of fraud and general indifference from CCP is shocking. I had to cancel my credit card since it was still tied to the account. Does anyone have any guidance to provide on possible next steps?
Musical Fist Center for Advanced Studies	Posted - 2010.05.02 10:35:00 - [2] I say do the following 1. Make it impossible without a petition to change certain information, like name, e-mail etc AND censor the information, only CCP and the customer should know the e-mail. It is actually possible to change your name multiple times too -.- which is really odd imo haha 2. Security precautions on IP / Mac address changes, similar to how banks / wow works, different IP / Country / Mac = monitored to locked account. 3. Account profiling and monitoring, back in wow days when I got hacked, one of my chars logged in and spammed 'WTS gold' etc, blizzard banned the account until they heard back from me :D 4. Or for the sake of security make the key chains / authenticators. Anyway good luck with your account issues, while I havent ever had to wait more than 2 days for a petition to be answered (even in WoW) it is pretty shocking to wait 7 days ;/ This is so not my main
Dirk Mortice	Posted - 2010.05.02 10:38:00 - [3] This is the assembly hall, it's not for this kind of thing. Also, discussing GM correspondance is bad. Anyway, hacking takes time for GMs to research and follow up. What makes you think that bombarding them with "I NEED RESPONSE NAOW" is going to make them work faster. If anything they should shove you to the back of the queue.
Dax Otha	Posted - 2010.05.02 11:06:00 - [4] Originally by: Dirk Mortice This is the assembly hall, it's not for this kind of thing. Also, discussing GM correspondence is bad. Anyway, hacking takes time for GMs to research and follow up. What makes you think that bombarding them with "I NEED RESPONSE NAOW" is going to make them work faster? If anything they should shove you to the back of the queue. Would love to hear your comment if the shoe was on the other foot and it was your banking details on the open market or your hard earned ships / equipment being sold The intention of my initial post was to raise awareness and prevent this kind of aberrant behaviour from affecting other playerÆs enjoyment of the game. I agree with the proposed stricter measures for changes to accounts. I don't think it is outside the realm of reasonability to expect GM follow-up / research of reported issues to at least start with a basic confirmation of the reported information by contacting the person filing the petition. This would serve to establish root cause and provide reassurance that the petition is receiving attention.
Ogogov	Posted - 2010.05.02 15:33:00 - [5] Edited by: Ogogov on 02/05/2010 15:33:45 First off I do this this is an issue suitable for the Assembly Hall. At least two players in my corporation have been affected by hacking and lost massive amounts of ships and ISK - billions worth. CCP's answer to this was that they won't refund or return any items sold. I also feel fine about GM correpondance being posted here. Perhaps if CCP didn't have such a godawful ****ty attitude they wouldn't be so ashamed of having the truth about their second-rate support teams published in public. I understand they want to create a dark and unforgiving universe - but it just seems to be they're creating an arbitrary and malevolent one instead.

CCP Adida	Posted - 2010.05.02 17:38:00 - [6] The game masters will be able to address this as soon as possible. You may want to consider updating your petition with all of the account details to expedite the process. Adida Community Rep CCP Hf, EVE Online

Dax Otha	Posted - 2010.05.02 19:35:00 - [7] Originally by: Ogogov Edited by: Ogogov on 02/05/2010 15:33:45 First off I do this this is an issue suitable for the Assembly Hall. At least two players in my corporation have been affected by hacking and lost massive amounts of ships and ISK - billions worth. CCP's answer to this was that they won't refund or return any items sold. I also feel fine about GM correpondance being posted here. Perhaps if CCP didn't have such a godawful ****ty attitude they wouldn't be so ashamed of having the truth about their second-rate support teams published in public. I understand they want to create a dark and unforgiving universe - but it just seems to be they're creating an arbitrary and malevolent one instead. I agree with the Dark and Unforgiving Universe ... that adds to the appeal of the game. There should however be a clear division between game and Real Life. Some behaviour (such as identity theft) are punishable by law and I should think that CCP as a company can not be seen supporting this. A suggested process for dealing with this kind of petition may be: 1) Freeze the affected account to avoid any further activity 2) Reply to initial petition and obtain additional information required to fully investigate the matter 3) Perform investigation but set clear timelines for resolution of the petition (72h should allow for weekend breaks) 4) Resolve the issue and permanently block IP to avoid the same person from causing problems in the future 5) Forward information to authorities (MasterCard / Visa etc) for further follow-up

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