Main Account closed due to compromised computer?

Support Customer Support
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On November 9th my main account was closed due to being “compromised”, and customer service has not expanded on any type of reasoning as to why they will not reopen it despite me having an authenticator/sms/reoccurring password changing schedule. Now i know that they wont fix anything via the forums, but what else can I do when the customer service is only based on tickets and there is no escalation process?

i originally got this email:
Greetings,

Account: (removed my email)

Action(s) Taken: Account Closure

Recent activity shows your account may be compromised. We disabled this account to protect your privacy and prevent further damage.

We recommend checking our Securing a Blizzard Account article for suggestions to make it harder for someone to compromise your account.

Blizzard Entertainment reserves the right to terminate your access to the account, with or without warning, as noted in the Blizzard End User License Agreement

So naturally i checked my email security, checked my PC security, and after everything was just as normal as it always is i put in a ticket (the only way you can put in a support ticket with a closed account is through the generic CS ticket system). i put it in at 6:00am on Sunday and not 7 minutes later i get the following:

Issue ID: #102087074

A Game Master resolved your ticket, and left the following response:

Hello,

I’m Game Master (GM Name) and I picked up your appeal ticket. Rest assured that I’ll look into this.

From what I can see, the Battle Net account was found to be violating our Terms of Use and End User License Agreement. As such, this action is now upheld and will not be reversed or changed.

This blew me away because i know i havent broken any ToS, and i thought we were just talking about compromised accounts, now we are talking about rule breaking? so I put in another ticket today at 9am asking that this get looked into further and got the following:

Hello,
Game Master (GM Name) here.

This penalty has already been upheld. Further requests related to this topic will not be reviewed.

Blizzard Customer Support

I am not sure what else i can do here…Now i understand that i am not perfect and early in the year i sat a deserved 1 month ban for violating ToS, but even then they told me the reason i was banned. Since then i havent done anything against ToS, because my main account is very old and has a lot of great things and great memories on it. Any ideas on what options i even have at this point?

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Follow the link in the support article linked below, it pertains to a compromised account and is different from an appeal. Once you get the account back into your name, you can go into getting it unbanned.

You said you have all the securities in place. Does anyone else at your house have access to your computer?

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The (temporary) banning of compromised accounts is for your protection, so the nefarious parties can’t do any more damage while you’re in the process of recovering it. Just keep in mind, they did not get your information from Blizzard. They got it from you somehow. Usually either phishing or malware, sometimes by you using the same username/password everywhere.

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They are one and the same. They don’t compromise people’s accounts to play the game legitimately. They exploit, they spam, they bot.

So what you need to be doing is getting the account under your control through a compromised account ticket. Don’t worry about the account actions yet. Once you prove your identity, and they have verified a compromise, the account can be returned to your control. THEN, you can appeal and when you appeal, they will see the notes that the account was compromised and they will go from there.

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This looks to be from back in July - that ring any bells?

This account doesn’t look to be compromised. Compromise is someone else having access without your knowledge or permission. Doesn’t mean someone else didn’t get access.

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I dont even know if i was playing WoW all that much in July (end of Dragonflight), potentially SoD, but even then i was raid logging. even so, as i mentioned in my post, i have been banned before for ToS violation, but even then it was clearly outlined in the notice. not compromised, into EULA, with no context at all. It just doesnt make sense. I was just hoping for an avenue to clarity. Especially considering all games are now closed out. i did get my new PC in July, where i switched all my files from old to new as well as switched antivirus providers (kaspersky to norton). I dont know if that matters or not.

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What I think Orlyia is trying to say, is that the activity that happened on your account does not appear to be the result of unauthorized access.

Keep in mind account sharing is not allowed. That is my guess as to what she is talking about.

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Does that mean I could be banned for helping my 6 year old mess around with the character creator?

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No.

In fact, the rules state that an account may be shared between one parent and a minor child. It’s the only time account sharing is allowed.

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It’s like there’s a ban wave.

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Quite possibly, but we’d usually be seeing a lot more posts from players all declaring their innocence. Contrary to what people may think, innocent accounts caught up by false positive reasons are still very few compared the number of accounts banned during most ban-waves.

Also keep in mind:

The OPS account action happened a few months ago.

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If there was a ban wave you would see a lot more people posting here about being banned or suspended. I mean dozens more

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I would say that if your violating tos by your own admission that you did something else or at least opened the door for this to happen by your actions.

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