Ongoing Support Neglect & Unresolved Refund Request

Dear Support Team,

The issue began when I was first hacked on April 15th. I immediately emailed your team requesting support, but unfortunately, I received no response.

After the initial incident, I did everything I could to secure my accounts — including changing all passwords related to POE2 and Steam. I followed up multiple times on April 17th, 19th, and 22nd, yet I still received no reply or assistance.

Despite the silence, I chose to move on because I genuinely enjoy your game. I continued playing, hoping the issue was behind me. Sadly, on April 22nd, I was hacked again — this time even more severely.

I sent another email right away and continued to follow up, but again, I received no response.

It wasn’t until April 27th — after yet another follow-up — that I finally heard back. Ian responded to my latest email and to the original one I had sent on April 15th. Until then, I had assumed perhaps my earlier emails hadn’t gone through. But Ian’s response to that original message confirmed that all of my emails had been received — they were simply ignored.

I’m extremely disappointed. If someone had responded after my first report, none of this would have escalated. And that’s not even accounting for the value of what I lost — twice — especially during the second hack, which involved significant in-game assets and a great deal of personal effort.

After Ian’s message, I submitted a full refund request. But since his one reply on April 27th, I’ve heard nothing further. As of today, May 3rd, there has still been no follow-up.

Is this really how your support system operates? At this point, I honestly don’t know if my case is being reviewed or if it’s just been abandoned. Please — do something about this.

This used to be a game I truly loved. Now, I feel nothing but frustration and disappointment. I will not stop until I receive a fair and proper resolution. I’ve done everything I can from my side, but I’ve received no meaningful help in return.

Please check the email [Removed by Support] and respond as soon as possible. I’ve already been waiting far too long.

Sincerely,
Qyms#7707

May I ask how support requests are prioritized? A friend of mine submitted a much smaller issue via email and received an immediate response — while I’ve been left waiting for weeks with a far more serious problem.

Is this really how your support system works — in a way that causes someone to miss opportunities and suffer unnecessary losses?

Of course, everyone keeps telling me to wait for a reply due to the large volume of tickets. But what has waiting done for me? I’ve been stuck with the same issue, and now I’ve lost all the opportunity to play.

GGG themselves were compromised earlier this year - and between that and the rather inexplicable lack of 2FA (e.g. Google Authenticator) support for Path of Exile accounts, security isn't exactly a strong suit of the company. There really isn't anything they can do to "help" other than to lock & unlock your account - typically people who reach out to them regarding an account compromise end up wishing they hadn't, as GGG just adds inconvenience after the fact.

I would be inclined to raise an eyebrow at repeated account compromises within a week. That is... extraordinary. It speaks to a very pronounced issue on your end - either you're repeatedly using passwords that are trivial to guess, you're re-using passwords that you (or others...) use elsewhere, or you've malware such as a keylogger and rootkit on your computer.

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chanunmi#7845 wrote:

After the initial incident, I did everything I could to secure my accounts — including changing all passwords related to POE2 and Steam.

What else did you do?

Did you change the email accounts associated with your Path of Exile and Steam accounts? Did you change the passwords associated with your email account(s)? Did you run a full system scan with anti-virus software to check for issues with your computer's security? Have you checked whether email account(s) you use are listed in a breach on HaveIBeenPwned? Do your email account(s) use 2FA, e.g. using Microsoft Authenticator with a Hotmail or Outlook email address? Where does your password come from; e.g. do you use a Password Manager to generate random ones?

My Path of Exile account was registered on the 15th of May in 2013, and has never once been compromised. If yours can't go a week without being accessed by others, you desperately need to figure out the basics of account security. I'd probably start by performing a fresh Windows install, just to try to get rid of any infections that might currently be there.

I understand. After being hacked, I tried everything I could think of — I changed all related email passwords and my Steam password. However, I'm not sure if POE2 is involved, since I access everything through Steam. That’s why I’m seeking support. I also reinstalled Windows from scratch, but I still got hacked, and at this point, I have no idea what else to do.

It’s clear the hacker didn’t get in through Steam, but directly through the POE2 client. I no longer expect my account to be safe — I just want a refund.

For your account to be accessible without using Steam, you need to have an email address associated with it. You can change that here: https://www.pathofexile.com/my-account/connections

If someone is repeatedly accessing your account then I would strong recommend doing so, as it will prevent them from just continually trying different passwords.

Given GGG's history, I would be astonished if they chose to approve your refund request. They tend not to be generous with real-money refunds (refunding MTX for points is different), and they don't strike me as being the type of company to - in their eyes - risk setting a precedent of granting a refund over what they may view as being the customer's responsibility / fault.

I'm really thankful for your kindness. I was very exhausted from contacting support, but thankfully the game's community has been very helpful. Honestly, the refund issue was secondary to me. However, after receiving this kind of support, I’m deeply disappointed and feel the need to take some action.

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chanunmi#7845 wrote:

May I ask how support requests are prioritized? A friend of mine submitted a much smaller issue via email and received an immediate response — while I’ve been left waiting for weeks with a far more serious problem.

Is this really how your support system works — in a way that causes someone to miss opportunities and suffer unnecessary losses?

Account security and refunds are only handled by senior people and still catastrophically backlogged. Support finally has caught up on basic issues that just need someone to click a few buttons on an admin page.

Edit:

To clarify: Neither were particularly fast (and successful full game ban appeals are also in the senior staff required category); but support times went to hell last fall when POE2 launched and it's only in the last month or two that they drained the backlog on simple requests. (Not sure how much is due to 1 time account merge problems, lower player counts, and hiring more support staff.)

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Summoner#6275 wrote:

"

chanunmi#7845 wrote:

May I ask how support requests are prioritized? A friend of mine submitted a much smaller issue via email and received an immediate response — while I’ve been left waiting for weeks with a far more serious problem.

Is this really how your support system works — in a way that causes someone to miss opportunities and suffer unnecessary losses?

Account security and refunds are only handled by senior people and still catastrophically backlogged. Support finally has caught up on basic issues that just need someone to click a few buttons on an admin page.

Edit:

To clarify: Neither were particularly fast (and successful full game ban appeals are also in the senior staff required category); but support times went to hell last fall when POE2 launched and it's only in the last month or two that they drained the backlog on simple requests. (Not sure how much is due to 1 time account merge problems, lower player counts, and hiring more support staff.)

Thank you very much for the clarification. I now have a better understanding of why my issue may not have been responded to—it likely requires a senior staff member to handle account security matters. At the very least, I just wanted to know whether my case was rejected or still under review. However, the only response I received was an email advising me to secure my account by myself and stating that the lost items couldn't be recovered—and then I heard nothing further.