Unauthorized charges and no reply from support?

"

EpiscopalChurchMO#2441 wrote:

Exactly. This _N0ctus_#6387 user has no clue what they are talking about.

Well he's going to have a distorted perspective because he wasn't affected.

When I bought my early access key and account rewards I never authorized GGG to store my payment information. Because they automatically chose to do so without my knowledge, the liability is on them to secure that data, not on the consumer.


If they didn't want to deal with the liability of security and payment transactions which they clearly cannot handle, they should forked over the 30% to Steam and let them exclusively manage it.

"

VaasMontenegro#3577 wrote:

"

EpiscopalChurchMO#2441 wrote:

Exactly. This _N0ctus_#6387 user has no clue what they are talking about.

Well he's going to have a distorted perspective because he wasn't affected.

When I bought my early access key and account rewards I never authorized GGG to store my payment information. Because they automatically chose to do so without my knowledge, the liability is on them to secure that data, not on the consumer.


If they didn't want to deal with the liability of security and payment transactions which they clearly cannot handle, they should forked over the 30% to Steam and let them exclusively manage it.

Very well said!

Thank you for all the traction on this guys. I want to just point out that I've had my account locked before just by using a different computer to get on it. That followed up with an email indicating the new location. I'm pretty sure whatever happened was internal because if I was hacked I would get an email saying that my account was accessed from a new location. The password itself was a randomized password and isn't used anywhere else. I have already changed it and have already removed the payment agreement with PayPal so it can't happen again. My bigger concern is the lack of support. If website support doesn't get back to me quickly I can usually rely on email support to do so. Currently neither has gotten back to me. It is now the 20th and there has been absolutely no response outside of the first reply on this post.

"

VaasMontenegro#3577 wrote:

"

_N0ctus_#6387 wrote:

There is a 99% chance that they werent breached internally.

Also by doing a chargeback you actually also break your contract with GGG. You shouldnt wonder when your account gets locked.

Also looking at this forum - this isnt a widespread problem - so chances are there has been no leak/hack or whatever in regards to the game or payment itself.

Just a tip for the future when you will complain that your account got locked - at least temporarily.

Only do chargebacks when you have no other way within the timeframe you can do them.

I'm not interested in a company playing around with money or security. It's their responsibility to offer 2FA or protect my PI when I give them money legitimately.

That's fine if they want to ban my account because of their own security issues, I absolutely will gladly do another chargeback for the early access key I legitimately paid for earlier this month. No game is worth my financial peace of mind

Sorry but its your job to keep your login data safe. You do relaize that chargeback actually can have consequences for you? Its not a tool for you to randomly break contracts as you see fit.

"

Descrasnezul#4787 wrote:

Thank you for all the traction on this guys. I want to just point out that I've had my account locked before just by using a different computer to get on it. That followed up with an email indicating the new location. I'm pretty sure whatever happened was internal because if I was hacked I would get an email saying that my account was accessed from a new location. The password itself was a randomized password and isn't used anywhere else. I have already changed it and have already removed the payment agreement with PayPal so it can't happen again. My bigger concern is the lack of support. If website support doesn't get back to me quickly I can usually rely on email support to do so. Currently neither has gotten back to me. It is now the 20th and there has been absolutely no response outside of the first reply on this post.

Yeah sadly their support is not really existing at the moment according to them due to the ammount of support requests.

Im waiting since 12 days for a reply ...

"

EpiscopalChurchMO#2441 wrote:

"

VaasMontenegro#3577 wrote:

"

EpiscopalChurchMO#2441 wrote:

Exactly. This _N0ctus_#6387 user has no clue what they are talking about.

Well he's going to have a distorted perspective because he wasn't affected.

When I bought my early access key and account rewards I never authorized GGG to store my payment information. Because they automatically chose to do so without my knowledge, the liability is on them to secure that data, not on the consumer.


If they didn't want to deal with the liability of security and payment transactions which they clearly cannot handle, they should forked over the 30% to Steam and let them exclusively manage it.

Very well said!

Yeah nope ...

I just looked it up - when you pay for the first time with a new payment moethode there is an info that you can save your payment info and an almost glowing blue checked box that says "save for future purchases".

So yes you actually authorized them to save your payment option - you just didnt look - its not like its hidden.

Yes they have to secure your data - but you have to secure your login data.


You also agreed to this when you created your account btw.

"

Confidentiality of Passwords: You must keep all password and login information associated with your Member Account confidential and not disclose such information to any third-party or allow a third-party access to your Member Account without first obtaining Grinding Gear Games' written consent. You will be solely responsible for all activities undertaken and/or costs incurred under the use of your password and login. You must notify Grinding Gear Games immediately if you know or suspect that your Member Account has been accessed by a third-party or your login or password details have been, or may have been, obtained by a third-party.

Dont get me wrong - i dont agree with everything but im pretty sure they will simply refund you anyways since they can just revoke their keys.


Do ppl even read what they agree to these days?


Also i am on your side - i just dont like ppl simply saying everything is someone elses fault.
I hope you get your money back soon and the keys are just disabled - sadly as i posted above their support at the moment is really slow because of the ammount of support-requests and proabably lack of workers.

TL:DR -> I just dissagree on the part where ppl try to put all blame on someone else. But i do think you should get your money back and your problem fixed, support needs to be faster in general, and i also dont agree with the terms that pretty much shove all the risks to the buyer - but those are probably just standard terms of service and i would be supriced if you wouldnt get a solution that will be positive for you.

They probably should add an option for 2FA at some point but please dont make it mandatory and to be honest i dont need it - and i also think the danger isnt that big since one can only buy from their ingame shop that has nothing that would be easy to convert in real cash since they can just disable all keys bought etc.

One last tip - dont write multiple mails - from what ive read it sounds as if new mails put you back to the bottom of the queue ...

Had this same exact issue happen to me today. Four keys have now been added to my account and the amount deducted via paypal Xsolla transaction from my bank account. I ofcourse changed all my passwords and wrote a ticket to GGG support.

Xsolla seems to be willing to do a refund which Paypal actually in my case was not and the reason for this being "an automatic payment" being setup with PoE (this probably being a single checkbox ticked once to save my information for 'faster payment later'?) but im not actually sure if im willing to put my decade old account at risk because of this issue and chargebacks ammounting to ~120€.

Has anyone had any solutions come up from their tickets to GGG support about these account security related issues?

No solutions from GGG for me, though I've "only" been waiting since the 19th. I know plenty of other people have been waiting for much longer.

Xsolla hasn't been as nice to me so far. They keep giving me the run around instead of just offering a refund like I requested.

I think I'm just as frustrated on behalf of other people as I am for myself at this point. It's unbelievable, letting these purchases go through, and then not being able to respond within a few days. They don't even have a ticket system to let you know they received your email/request. Just completely baffling.

Same issue occurred for me. Four charges of $30 I did not authorize on Dec 21. Haven't heard back from GGG support yet.

OP here on gf's account. Support is a joke. Lisa locked my account while I was mapping but didn't have the decency to stay online after I replied a minute later. Same for Ramanpreet. Its been 5 days. I work in the IT field, if I let any ticket go this long without a follow up I would have lost my job before the 5th day.

Do not lock players accounts after they have done your job unless you plan on sticking around to fix your mess. I still have no refund on the faudulent purchases and Paypal has CALLED ME TWICE wondering why GGG is dragging their feet. PAYPAL. Can you imagine that? Paypal is more responsive.

Thank you to these two for absolutely nothing.

"

Hi there,

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?

Thank you again.

Kind regards,
Ramanpreet

"

... We have locked your account to prevent any further damage while you take the above security steps. Please let us know when you are ready to go through the verification process, so we can look into restoring account access back to you.

Could you also please provide the 9-10 digit numerical transaction ID for the relevant purchases?

Once we have this information we may be able to look into this further for you.

Best regards,
Lisa