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Old 10-20-2012, 01:32 AM   #1
Wazzamed
 
 
 
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Stolen account

How long do I need to wait for Steam support to return my stolen account?
What is the usual wait time?

Because I waited 7 days and they still havent returned my account back.
I find it apsurd that I would need to wait so long for such a problem to be solved
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Old 10-20-2012, 01:38 AM   #2
Darklord
 
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Quote:
Originally Posted by Wazzamed View Post
How long do I need to wait for Steam support to return my stolen account?
What is the usual wait time?

Because I waited 7 days and they still havent returned my account back.
I find it apsurd that I would need to wait so long for such a problem to be solved
Usually first response (automatic) within minutes/hours and personal responses within 3-6 days, depending on ticket volume and sales times.
Have you checked back your support account ? If someone has stolen your account and you have similar passwords he/she could have closed your support ticket so support will NEVER respond.
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Old 10-20-2012, 01:54 AM   #3
Washell
 
 
 
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You did get a confirmation email and ticket number? And the ticket is still open? If yes to both, all you can really do is wait.
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Old 10-20-2012, 10:24 AM   #4
merdaiuolo
 
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I am waiting 15 days. It's absurd. And it is also an abuse.
I have already informed the association for the rights of consumer here in my country, they requested me to make a formal denunce with the postal and telecom police, and to allegate that document to start the procedure. Too bad for Valve Italy does spit on their new eula. They deserve to be banned from EU market.

I got 1200+ euro in my account in games and it's 15 days they deny access to me.

I have also contacted a member of Valve here in the forums, but he did not answer yet.

If you are a member of EU, you can start the same procedure against this abuse from Valve.
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Old 10-20-2012, 12:55 PM   #5
zonkz
 
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Make sure that your ticket is still open.
Make sure.

Why should they not answer? Is there a benefit? No.
Is there a problem if? Yes.

I met bad customer supports. The best way to get what you want:
Be consequent but clear and normal.

Imagine, you sit at a telephone. It rings. You take it. And someone is screaming something about judges, police, and how angry he is.
Instead of saying: This is my problem. Fix it.

Make sure its still open!
Add, "hello?"
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Old 10-20-2012, 01:02 PM   #6
Iconoclast XVII
 
 
 
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Quote:
Originally Posted by merdaiuolo View Post
I am waiting 15 days. It's absurd. And it is also an abuse.
I have already informed the association for the rights of consumer here in my country, they requested me to make a formal denunce with the postal and telecom police, and to allegate that document to start the procedure. Too bad for Valve Italy does spit on their new eula. They deserve to be banned from EU market.

I got 1200+ euro in my account in games and it's 15 days they deny access to me.

I have also contacted a member of Valve here in the forums, but he did not answer yet.

If you are a member of EU, you can start the same procedure against this abuse from Valve.
And how exactly was your account stolen? If it was your fault, then I would be surprised if they ignored you. I'm actually beginning to wonder how many of the "help my account was hacked" threads were due to the person who had the account falling for some obvious phishing attempt.
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Old 10-20-2012, 01:09 PM   #7
merdaiuolo
 
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No guys, all I know for sure is I cannot access to my account. Maybe you are not aware of your rights, but if someone sells something to you, you pay and then all of a sudden he blocks you from accessing to the stuff you bought with no explanation whatsoever... it is illegal, even in Botswana.
Yes, my account could have been hacked, then? I did not hack it, so you persecute the bad guy and restore my legit account.

Not to mention the lawyer told me I am perfectly right. Now I am on steam from 2008 and never had any issue.. this could very well happen to you too, suddenly... let's see how you do react if you cannot access to your library of 200 games.
And yes my ticket is open and my first message was very polite, I contacted authority after 1 week of silence from Valve.

Last edited by merdaiuolo: 10-20-2012 at 01:13 PM.
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Old 10-20-2012, 01:14 PM   #8
Iconoclast XVII
 
 
 
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Actually, you're wrong, and they can.

Quote:
C. Termination by Valve.

Valve may cancel your Account or any particular Subscription(s) at any time. In the event that your Account or a particular Subscription is terminated or cancelled by Valve for a violation of this Agreement or improper or illegal activity, no refund, including of any Subscription fees, will be granted.
You agreed to this when you created a Steam account.
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Old 10-20-2012, 01:14 PM   #9
zonkz
 
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Quote:
Originally Posted by merdaiuolo View Post
No guys, all I know for sure is I cannot access to my account. Maybe you are not aware of your rights, but if someone sells something to you, you pay and then all of a sudden he blocks you from accessing to the stuff you bought with no explanation whatsoever... it is illegal, even in Botswana.
Yes, my account could have been hacked, then? I did not hack it, so you persecute the bad guy and restore my legit account.
Calm down. No one is stealing. How cheap that would be. Steam steals immaterial goods. That does not make sense.
Stop your anger.

Just one example of how "I GOT NEVER AN ANSWER; STEAM STEALS!" comes out suddenly as a case
where an account hijacker also hijacked the support account.

In this light, the most unlikely situation would be.... the one that you describe.
They dont need your immaterial goods. And they dont need angry customers who would not buy the games again anyway.
Thats common sense.
There is no judge necessary, to solve your problem.
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Old 10-20-2012, 01:19 PM   #10
Ryuubei
 
 
 
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good luck with trying to sue valve, you wont get anywhere, but good luck
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Old 10-20-2012, 01:20 PM   #11
zonkz
 
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Quote:
Originally Posted by Antichrist XVII View Post
Actually, you're wrong, and they can.

You agreed to this when you created a Steam account.
I read, if you did nothing illegal, a refund is not excluded in this cases.
I dont think this should mean: We steal, because we can.


(Hey, antichristXVII, did you read that you agreed to pay 10% of your income each month? But you agreed to it!.... I hope you get the idea.)
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Old 10-20-2012, 01:22 PM   #12
merdaiuolo
 
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Quote:
Originally Posted by Antichrist XVII View Post
Actually, you're wrong, and they can.



You agreed to this when you created a Steam account.
Well they have to gave me my money back, right?

Not to mention that agreement has no value in my country, Italy.

Quote:
Originally Posted by Ryuubei View Post
good luck with trying to sue valve, you wont get anywhere, but good luck
It's called class action, very active here in Italy, and it's free too.

Last edited by DoubleD: 10-20-2012 at 01:47 PM. Reason: Double post
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Old 10-20-2012, 01:26 PM   #13
zonkz
 
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Just solve your "tiny" problem.
Dont throw rocks on ants.
Play.

Or you will lose months, nervs. And then you dont like playing anymore.

What is your problem? THEN it can be solved.

Like neighbours. You can not fix specific things with a judge. Even if you "win".
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Old 10-20-2012, 01:31 PM   #14
merdaiuolo
 
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Quote:
Originally Posted by zonkz View Post
Just solve your "tiny" problem.
Dont throw rocks on ants.
Play.

Or you will lose months, nervs. And then you dont like playing anymore.

What is your problem? THEN it can be solved.

Like neighbours. You can not fix specific things with a judge. Even if you "win".
I think I understand your position. I do not want to "win", I just inform the authority of this issue, if it's all ok well, if not they will come up with something to avoid such issues in the future.
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Old 10-20-2012, 01:39 PM   #15
zonkz
 
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Quote:
Originally Posted by merdaiuolo View Post
I think I understand your position. I do not want to "win", I just inform the authority of this issue, if it's all ok well, if not they will come up with something to avoid such issues in the future.
Close.
You understand the half

Is your ticket OPEN?
Was it clear?
Was it angry?
Add a "hello?", really

There is rather a problem in the "line" than an intention to ignore you. They have nothing to win, if they would "steal" from you.
If you play your 1s and 0s, or not, they dont care. Its not that they could sell YOUR 1s and 0s again.

Was your account stolen? Didnt you get the steam guard code?
What happened?
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