So, yesterday (Sunday 2/9) at 845ish am est; my husband noticed some emails from Blizzard regarding some 4 am changes to his account. Upon inspection; turns out his account was hacked; nothing stolen or missing from his characters. So, he goes through the “self-service” process, and puts an authenticator on the account. No issues. We leave out at 2pm est to set up for my parent’s 30 anniversy dinner; no issues… in fact went great and everyone was happy. Plans were; we roll out, head home, run a few keys, and head to bed. None issue.
WRONG!
Upon returning home; we find his account locked; and banned for 184 days. Upon investigation… we find an email from Blizzard saying he has been banned for “botting.” Well, there isn’t anything we can do about this right now; it’s Sunday evening. Ticket submitted. Should be fairly quick and easily resolved. It is not hard to look into the account log and see things are extra wrong and the ISP is NOT the normal one.
Has it been looked into. Nope. Can he apply for live chat? Nope. Customer phone support doesn’t exist. So, at this point; I’m pretty sure it’s going to be a full week before he gets his account back. Which means we miss a week of raid progress.
Mildly pissed that this “auto” ban even went out; even more pissed that it hasn’t been resolved because the account is banned he is basically being ignored by customer support.
If anyone has any suggestions; I’m open to them.
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I see you have a ticket open, and I would suggest going ahead and canceling it. While I can understand your frustration at the situation, we won’t be able to work with you or anyone else to resolve this for your husband. We’ll only discuss account details with the account owner when they contact us.
You should be able to see that ticket and close it from here: https://battle.net/support/case/
Based on this, it sounds like your husband has a ticket open already 
It will be reviewed as soon as our Game Masters are able to. It also sounds like you’ve already taken steps to make his account more secure, which is good - this is exactly what I would recommend to anyone who has had unauthorized changes made to the account even if nothing was immediately taken.
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This is all well and good; except they have now locked the battle net account; and he cannot even log-in to deal with the ticket. Which has effectively cut him off from Customer Service.
This does not resolve the issue at hand; it in-fact only worsens the situation. Which already feels avoided.
Not complaining, or trying to be a pain in the donkey; however… /shrug.
Can he not log onto the website here? He should be able to access and respond to his ticket via this site. He can find his ticket here:
https://us.battle.net/support/en/case/
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He can’t log in. It’s saying the brand spanking new password he created is incorrect; and we just created that password. (Went through that whole process.)
As I mentioned previously, we’re not going to be able to help you with your husbands account. He has a ticket open and the Game Masters will be reviewing it, and all activity that has taken place on it. You do not need to do anything else at this time - nor does he.
Edit: I’m sorry, upon re-reading this I realized it sounded very abrupt.
I’m not going to be able to get into specific details about the account since you’re not the account owner. I know that this is frustrating, but they have a ticket open so sit tight and our Game Masters will be in touch with your husband soon.
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This worries me that his e-mail may also be compromised if a password reset won’t let him log into the forums.
He may want to make sure his e-mail is secure, change the password and if they offer the option for 2-factor authentication then add that too.
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@Perl, I appericate your help. Unfortunately, he just tried that exact link; and no dice.
@Kalviery, I understand you cannot discuss the account with me; however, he cannot even log in to view the ticket. He’s been completely locked out of the account (BNet & Blizzard). So, we’re just making dinner; and hoping for an email from a GM. Thank you for addressing it here. It’s just annoying that we went through the “self-service” for the hack; to come back to a “botting” ban. (He doesn’t even install his own addons; I do that, and I use Twitch. I know you guys don’t like addons; however… onebag… just sayin’ lol.) Thank you though. 
Just to address this part, it is very likely that the trigger was the system that his account was breached on being loaded with bot software. That’s what they do, and basically their sole purpose for breaking into accounts and tricking everyone into providing their account details. There’s little-to-no chance that it was triggered on his computer, all details given.
If this were true, however, they wouldn’t permit the use of them. 
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The ban is typical for a hacked account. Blizzard tends to lock these down pretty fast, which means a ban.
Addons are fine (Caveat: as long as they aren’t doing things they shouldn’t, like messing with .exe files… but ones you find on places like Curse tend to be on the up and up.)
Just make sure his computer is fully scanned and malware free.
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He might want to try clearing his browser’s cookies and cache, closing the browser and re-loading again. Personally, while it’s excessive, I tend to clear them and then reboot.
Even if his Wow account is locked down, I’m pretty sure he should still have access to the ticket system via the forums.
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Thank you for your understanding Lilarnora. It’s frustrating for us as well because I just want to tell you what is going on as clearly as I can - but for security reasons I can’t.
I will say that they should have a response at this time. Another password change may be necessary but he should be receiving a response from the Game Master team with the details.
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Kalviery, Truly, thank you for responding, and understanding.
We just received the GM email about the review of his account; and hinesight makes this pretty funny. So, the Blizzard security system caught the ISP change; emailed him. Which we found, and went through the self-service system. Which registered. However, the security system in an aggressive (understatement; not bad though, just a little late lol) effort to “knock that off and I mean now!” corrected for the correction; and issued the ban. (100% understandable; just annoying because we had caught it, and we were seriously confused.)
Thank you guys so much for your responses/support/understanding. <3
((Long story short… We have a key to get done TONIGHT! lol. ^_^))
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