When PoE2 Customer Support Does More Harm Than The Hacker :)

A friend of mine was under constant login attempts from an outer source and as a result that hacker managed to access his steam account.he lost everything he had in his account (around 1 divine, and 1 divine worth of items. it was lotta money in the release lol).Anyway, he changed the password and we were ready to leave this bad memory behind.At the end of the day, he could still login to his account right ? (see: foreshadowing).

Anyway, around December 22,i suggested him to ask support for help,maybe they would restore the lost items (ohhh boy...).

Support locked his account for "security measures", and kept asking his characters name, ip address etc to "resolve" the issue.

However, it turned into a weekly event for us to see the message:

"Thank you for the message. We may be able to help with this. Can you please confirm for us your Path of Exile account name (including the 4-digit discriminator) and the names of a few of your characters?"

He sent the required information every time and after waiting for a week they asked him the same questions.

Im guilt ridden at this point,wish I HAVE NEVER suggested to reach out to the support.We paid for the faridun pack ( it was around %25 of the minimum wage where we live) and poor lad cant enter his account it has been 3 months. Where can we reach out? Support does not care at all as it seems.

The problem is you gave them more money, rewarding them for this. Stop giving them money, folks! Until they start delivering, which is how they received tons of support for the last decade plus.

No idea how to help. This is not the first time i have heard of this happen so I can only assume that this is normal practice for them. The victim does seem to suffer more so I guess either wait or try to make some noise online to try and get this dealt with.

But it does seem like this is normal practice and there is no hope unfortunately.

There is widespread misunderstanding about what support staff can actually do. While I am not related to GGG, system is the same everywhere. Guys that respond to emails operate by the book, and have very limited access to player accounts. If memo says lock account, they lock account. And viewing/locking is all they can do immediately, then they forward your message upstream. In this case probably to infamous "account investigation team". Which is where actual bottleneck located.

Guys actually responsible for resolving issues do not interact with customers directly, thus never feel pressure or frustration described by OP. And even increasing their numbers is not simple. You can get more email drones, but you cannot just hand over root access to your account database to some outsourced student working remotely. It have to be trustworthy people.

However I am not advocating GGG here, they had 10 years to solve this problem after poe1 first became popular, and they did not. Was just pointing out that guys on the email are likely not the ones you should be angry at.

I am aware support has limited authority over the issue and Im not mad at them for doing their job, but problem is someone is ought to be responsible for this whole mess and there is no way to reach out to anyone about it. Its frustrating.