Account Stolen for 3 Months, No Response from Support – Need Help!

Hello Path of Exile community,

I am writing this post with a heavy heart and a sense of desperation. My account, with the username **mygod123982#3620**, was stolen 3 months ago. Despite my efforts to recover it, I have not been successful, and I feel like I am running out of options.

Here is a brief summary of what has happened:

Account Stolen: Approximately 3 months ago.
Contact with Suppor: I reached out to GGG's support team via email at support@grindinggear.com. I provided all the necessary information they requested to verify my identity and ownership of the account.
Last Response: The last email I received from support was 40 days ago. Since then, I have not heard anything, despite sending follow-up emails.
Investment in the Game: I have spent over $230 on this game, which makes this situation even more frustrating.

I understand that account recovery can be a complex process, but the lack of communication and the extended period without resolution is unacceptable. I have been a loyal player and supporter of Path of Exile, and I feel let down by the lack of support in this critical situation.

I am posting here in the hopes that:

1. Community Awareness: Other players might have experienced similar issues and can offer advice or share their experiences.
2. GGG Attention: The support team or a community manager might see this post and expedite the resolution of my case.

If anyone has any suggestions on what I can do next or if there is another way to contact GGG, please let me know. I am also open to any advice on how to prevent this from happening again in the future.

Thank you for taking the time to read my post. I hope to resolve this issue soon and get back to enjoying the game.

Best regards,
[mygod123982#3620]

"

I have spent over $230 on this game, which makes this situation even more frustrating.

I myself spent 800+. Doesn't matter how much you spend, they just don't care once they got the money. Try to get back your money through bank, their system and people will work faster than Quantum computer to ban your account.

"

Other players might have experienced similar issues and can offer advice or share their experiences.

Yeah. 2months now, 0 response. They just don't care.

"

The support team or a community manager might see this post and expedite the resolution of my case.

They only have bot on forums with generic response. From time to time, someone who can type will show up and type generic bot message in another way.

"

L4B#8936 wrote:

"

I have spent over $230 on this game, which makes this situation even more frustrating.

I myself spent 800+. Doesn't matter how much you spend, they just don't care once they got the money. Try to get back your money through bank, their system and people will work faster than Quantum computer to ban your account.

"

Other players might have experienced similar issues and can offer advice or share their experiences.

Yeah. 2months now, 0 response. They just don't care.

"

The support team or a community manager might see this post and expedite the resolution of my case.

They only have bot on forums with generic response. From time to time, someone who can type will show up and type generic bot message in another way.

This is really a very bad experience

"

Joel_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Can you give an actual response?

"

L4B#8936 wrote:

"

linduhuanxiang#7399 wrote:

"

Joel_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Can you give an actual response?

They will likely reply you with this below.


If you've already contacted us via email at support@grindinggear.com then I'm afraid you'll need to wait for the appropriate team member to get back to you. We're currently handling a large volume of tickets right now so we really appreciate your patience in the meantime!

We've made a post about this recently: https://www.pathofexile.com/forum/view-thread/3616595

We apologise for any delays in our response and any inconvenience you've experienced as a result.

I'm wondering if their real customer service is on vacation

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

"

L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

Ancient email support services that make me feel like I've stepped back in time to the last century

Are they really reading email

I think it No

"

L4B#8936 wrote:

I don't think they ever had any customer service.

Anyone from company just open their ancient ticketing system from time to time to read their customer misery and laugh at it for fun and ignore.

There's almost certainly no ticketing system. The way they're failing - in particular with sending a new email resetting your position - only makes sense with a single shared inbox. Not having any way to prioritize specific requests also fits with this - restoring access to the accounts compromised due to their own negligence should have been an absolute priority unless they can't do so. Likewise having no way to check on the status of anyone asking about it here.

My guess is that 40 days of no response means they did lose your last email and think it's still in your court.