Several Weeks Without Support Response w/ “Escalated” Ticket
On the 1st of February 2022, I had full access to my account until 4:07PM EST. At that point, however, my account was compromised as my email stated the password was changed (thankfully the email was not). Now locked out and while the account was still online, I sent a ticket to support with credentials and receipts proving my authenticity. The account went offline after an hour. On February 3rd, I was notified my ticket would be escalated to a team member for investigation.
It is now the 25th of February. Throughout the wait, checking similar community posts, social media posts, and direct communication from other compromised users showed mixed results. For some, their account is restored within a week or beyond the span of a month. For others, the wait never ends. From looking at those experiences around me, it is unlikely I should hold hope.
This brought two questions to mind:
- What exactly is the process between a ticket’s escalation and resolution, and
- What levels of transparency are maintained between the company and consumer, and in which areas is said transparency allowed?
While I live in the US, I have yet to see customer support like this before now. Several messages have been sent since said escalation, but zero response has been given. However, there has been activity on the ticket outside of myself. Are there any data and/or consumer violations for this length of wait or lack of urgency? The thought of getting into proper external investigations loom closer with each day as this is highly suspicious, but I would like to hear thoughts on these matters first.
Thank you,
Ran
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mine was hacked after midnight on February 24
and yeah the service is just appalling for trying to get a response
im hoping to get a response soon and its about to be 2 weeks for me
i do hope they get to you first0 -
Mildly curious, any updates?
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I'm on 2 months with no update to my ticket.
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Got a bot response and a ticket escalation in 2 days
Friend who fell for the same scam as me got her account back in three hours.
Any luck on your ends?
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Not yet, it's been a month now. However it's important to give as much crucial data as possible to support your testimony that the account is yours. Just wait is all I can say for now, sorry dude. I know it sucks
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The most frustrating part is that I tried to be as thorough as I possibly could but I KNOW the friend who got her account back probably gave next to no details
It's really REALLY upsetting knowing people like us have been made to wait when seemingly a few hours is all they need.
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