World of Warcraft

Account compromised, char transferred: Blizzard refuses to give it back.

wow2 - Account compromised, char transferred: Blizzard refuses to give it back.
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TL;DR: Someone managed to get into my account, transfer my character to a different account while I was talking to Blizzard trying to get my account back, Blizzard restores my account but decides not to give my character back even though I was in the process of getting my account back while it happened.

Long story, here goes…

So, I don't really play WoW anymore due to lack of time and just having moved on I suppose, but despite that, I still love my account dearly as it holds a lot of memories from the old days and I quite literally grew up playing it.

So imagine my shock when I'm out, check my phone and happen to have received several e-mails about account details being changed… I contact Blizzard support, they want me to send ID proof. I only have my driver's license with me, so I send it to them with some additional info; they ask for additional ID, and I end up driving home 2 hours to provide it to them. Live chat / phone is closed by the time I get home, so I open a ticket and attach the ID… Also important to mention that I did not have an authenticator on my account anymore as my old phone died a few months ago, so I had the authenticator removed, and then completely forgot to attach a new one. So I will admit it is definitely my own fault that my account got compromised.

Next day I am relieved to find out that my account has been restored. I immediately log on to make sure that everything is okay, to my even bigger shock my main character is not there anymore. I click 'Restore Character', nothing… So I go to check my account details and see there's €15 in my balance… weird, I don't remember that. I check transaction history and low & behold – someone has transferred my character. Blizzard Live Channels on EU were closed all day yesterday for some reason, so I had to make another ticket and end up waiting another 5 hours for a response.

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Then they say they can see that my character has indeed been transferred to another account, but since they can't confirm that I had no involvement in this they refuse to transfer it back. I'm not sure whether to be shocked or surprised at this point – surely they have logs? How can a company like this restore my account because they can see it was compromised, but then contradict themselves in saying I might have been involved…? So I do a little digging: They don't show exact timestamps on Transaction History anymore, but luckily it's an API call and the date is given back as a Unix timestamp as you can see in
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this screenshot on the right side ("date"). That timestamp converts to
MH706xG - Account compromised, char transferred: Blizzard refuses to give it back.
June 2nd, 13:21 GMT+2. I look at my
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"Recent Login Activity" under the Security tab and it says that my account was logged into from Russia at 13:04 through the Blizzard Website, and 13:09 through the
Battle - Account compromised, char transferred: Blizzard refuses to give it back.Battle.net Desktop App. I didn't get access back until the day after and I had a photo from a chat with GM on
June 2nd 14:17, because the GM asked me to take a photo of me holding my ID in front of the Live Chat and send it to them. So I was literally in the process of getting my account back still and my account was logged into from an entirely different country, yet they somehow can't confirm I had no involvement in this – excuse me, what..?

I responded to them with this exact information, the next day they completely ignore my message and all they say is that if I cannot provide a photo of me holding my ID next to my face which they claim to have "requested twice already in this conversation" (they haven't), they refuse to help me any further. FYI, I had already provided this photo on the first day when they were recovering my account. Whatever, I send it them again and they respond with "So I can confirm the WoW account is unlocked (you don't say), but we will not be able to assist with the transfer related situation. Take care" and close my ticket without giving me the option to respond anymore.

So how does this even work? What more proof do I need for me to convince them? I mean to me this is just terrible customer service, but idk… I honestly feel like they don't even listen to what I say. Do they never return characters that have been transferred away?

Any advice you guys can give would be greatly appreciated. I'm out of ideas.

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