I Believe My A/C has been Hacked + Very Unhelpful Etienne Belmar from Support

AshTheMan · 29.04.2010, 02:43

Ok 1st thing 1st :

USER ID : 27938850
Game Name : д5ĦlΞy29771®™†[MotU]

Right, so I went to log in as usual a few days ago and was told my username &/or P/W were incorrect. . .well they were not as I always make a list of my updated passwords, encypyt the file and then "Lock the Directory" on my PC AND keep all P/W's for DO, on a piece of paper hidden in my safe @ home.

I have conatcted support, and have since received two emails regarding this, please read the following emails received from Etienne Belmar :

I explained the situation about not being able to log in and expressing my opinion thatmy A/C had somehow been hacked. . . .The response I recieved was this :

"[Ticket#2010042210011849] (From initial contact form)

Hello (my email address),
Thanks for your question. My name is Etienne Belmar and I'll be your contact person for this process.
The account owner is responsible at all times for the security of their account. This responsibility also includes selecting a secure password and keeping it confidential from third parties.
You, as the user and account owner, are held responsible to ensure that your password is adequately secured; and structured according to the advice given in:
http://en.board.bigpoint.com/bigpoint/showthread.php?t=112347
We have issued this warning across all forums, and also advertised it in-game. We have also introduced email verification to ensure total security from our side.
As a result of all possible precautions taken on our side, it can only be a result that the user failed to maintain the security of their password. As such we will no longer issue login data, recover lost accounts, or recover lost data for users.
It is stated in the Terms and Conditions that you agree to idemnify and hold Bigpoint blameless in any case of third party usage on your account. The Terms and Conditions are agreed to when you sign up to play our games.
I hope I was able to help you with your problem/question and wish you lots of fun playing your game!
Sincerely,
Etienne Belmar"

Well that was helpful, I particularly was enraged at the "I hope I was able to help you with your problem/question and wish you lots of fun playing your game!" part. - As I cannot even log in.

I responded back :

"Etienne Belmar
Tnx for getting back 2 me, but I CANNOT even get into Dark Orbit. .
.I know my username, and I know my Password, BUT THEY DO NOT WORK.
Admittedly I have not been in-game for a few months HOWEVER, NO1
knows my password, and I cannot even get onto the Forum.
I understand that my A/C is unavailable to me, HOWEVER as I said
NO-ONE knows my P/W, and I Believe my Account has been "Hacked".
So wot do you do in those situations??
I know for 100% certainty that I, and I alone know the access
details 2 my account, so what do you propose YOU can do for me?
I am not happy @ your response, seeing as though NOONE knows my A/C
details, therefore I CAN GUARANTEE that if somebodys Dark Orbit
Account has been "Hacked" : THERE IS SOMETHING YOU CAN DO.
I am extemely unhappy about this as I know THIS IS NO FAULT OF MINE.
I have not logged on in a number opf months due to lack of Internet
etc, so Etienne Belmar, what do you do when sum1's Dark Orbit
Account has been "Hacked"?
I have spent hundreds and hundreds of £'s on Dark Orbit, which u
will see if you "dig a bit deeper".
But I am very unhappy with your email and I want my account back -
OR some good news : I had over 20k of uridium and LOADS of good
ammo etc.
And finally, the link you have sent me, was posted BEFORE I had
started playing again.
I am not happy, my A/C HAS been hacked and I expect something to be
done about it.
I await your response, but PLEASE there must be something YOU can
do regarding Hacked Accounts.
Regards"

Then today I received the following, and was absoloutely disgusted with the response I got :

Hello (my email),
Thanks for your question. My name is Etienne Belmar and I'll be your contact person for this process.
*** We will not do anything at all, your account has always been your responsibility and never ours, if you were gone for months without a single log in your account may have been deleted, accounts are not kept forever, either way we can´t help you. ***
I hope I was able to help you with your problem/question and wish you lots of fun playing the game!
Sincerely,
Etienne Belmar

So If my Account got Hacked thats "always been my responsibility" - wow, theres an easy way out for all the Hackers then eh?

Finally, and I know this is a long Thread but there MUST be someone, who is able to help me, that is not just trying to fob me off. . .. I replied :

Etienne
You have FAILED to answer my question, so I shall repeat it again ;
WHAT DO U DO IF SOMEONE'S ACCOUNT HAS BEEN HACKED?
And you say if I was inactive for a few months - HOW MANY MONTHS
EXACTLY?
You are being extemely unhelpful and simply cannot be bothered to
do anything about it, TWICE I have told you now that NOBODY knows
my Login-Details, therfore my A/C has been Hacked or there is an issue with regard to the last time I logged into DO.
For the THIRD TIME : What do you @ Bigpoint do in these
situations, you have NOT answered my questions AT ALL!
NOR have u told me the duration of time I need to "have been logged
into the A/C" b4 it becomes "De-activated".
I shall not let this go, until you have stisfactorily answered my
questions, which you have failed to do, since I've replied to your
email.
So to clarify :
A)What does BigPoint do if "One of their paying customers" (and I
have spent a lot of ££'sGBP on hte game, not that you care about
that) believes their account has been hacked, WHICH I KNOW HAS
happened in the past because it has happened to online frineds of
mine, and is a constant Battle Bigpoint try 2 fight against. So
What do you do in these situations?
B)How long must a Bigpoint (in this case Dark Orbit) Account remin
dormant BEFORE you De-activate it?
These are the 2 questions you have failed to answer and I, as a
paying customer want these questions answered, instead of you, a
"Customer Service Rep" trying to pass the blame back onto the
paying customer/Account holder, ie; ME.
I have done NOTHING wrong, NOBODY knows my Password and I EXPECT an
answer from you regarding the above 2 questions which you have
fialed to answer.
And evidently your Customer Service isn't very good is it, because,
and I quote directly from you :
"if you were gone for months without a single log in your account
may have been deleted, accounts are not kept forever, either way we
can´t help you".
Notice the "Key" wrd there :"may", "may" have been delete, So Etienne, u say u cant help me, well u can by starting off teling
me whether or not my Account has or has not been deleted - YOU HAVE
ACCESS TO THIS INFORMATION, as you and I BOTH know, so DO NOT try
and fob me off, I am no child, in fact Im probably a dman site
older than you are.
You say "Your account (MAY) have been deleted" . . .Well do your
job and find out if it has been deleted for starters please.
After the time and money I have put into this game, and now with
your attitude and TOTAL un co-operation, I shall not let this go now as
a mater of principle now, irrespective of whether i EVER actually regain or get my account back or not - You are NOT doing your job correctly and are simply trying to "Get Rid if Me".
Even if I do not get my A/C bac - I STILL WANT TO KNOW WHY I NO
LONGER HAVE ACCESS TO IT/OR IF IT HAS BEEN DELETED - which YOU CAN
find out, but you are merely trying to "fob me off" - I am not some
young child or a kid, u know, I have many degrees in IT, 4 children
of my own, married and I am not stupid. I have also worked in customer
sercives during my career and it can be very annoying having to deal
with peoples problems day after day, but with 100% certainty -NO
ONE KNOWS MY LOG IN DETAILS, well, that is apart fro my log in/game name now as I have had to tell YOU that to initiate this debacle.
So please, stop fobbing me off, do ur job and tell me where my
account has gone, and answer my 2 questions WHICH YOU HAVE NOT DONE.
If you persist with your "no can do attitude", then I shall have no
option but to look at other alternatives with regard to getting my
perfectly respectful questions, answered.

FAO : Admins & Mods etc

All I want is to be able to play the game I have invested literally Hundreds & Hundreds of £££'sGBP & time into. And all I get is the standard "Template" response about how it's MY fault I can't get into my Account, which is UNTRUE.

So PLEASE, can and Admin/Mod/Boss or WHOEVER PLEASE look into this for me and let me know what has gone wrong.

If u check my player number you will see EXACTLY how much Real Money I have spent on the game, hence me enjoying it so much.
When I last logged out of my Account I had between 25-30k of Uri, FULL, and I mean FULL Ammo, and the best of everything that I wanted for my ship, including all specific "extras" and the best ammo AND I had ALL THREE gates Open, AND enuff pieces to start ALL THREE Gates STRAIGHT AWAY whenever I finsihed the next one, albeit I never did finsish Gammma - wow wot a time sucker that 1 was! Also l thought I pesonally chose not to play in that "wave after wave" Speial Gate a while back, but have since logged on as I use Skype to talk to my friends.

So Please, and as Etienne is just following a basic template email response to enquires such as this (and I know as I have worked in a customer Serverice role wherer Ive had 2 do the same thing over and over again) and IS NOT doing ANYTHING 2 help me, AND on TWO occasions has FAILED 2 answer my questions.

So Pleae Admins/Mods/Boss's - Just please look into this it for me, if it turns out it's my fault cos Ive left it too long without logging in so be it I suppose and u have deleted my A/C I will be extemelly annoyed & frustrated @ wasting ALL that time & money, but perhaps I will have 2 accept it, I truly dont know and sincerlely hope I do not , I just want this looked into PROPERLY, and NOT to be fobbed off, as I have been by Etienne.

Sorry for the long post but I HAD to include ALL contact I have had with Etienne, and to advise you of my problem, and to ask you for your help.

I EAGERLY await your response, and truly hope something can be done abou this as Etienne, for some reason is purposefully NOT answering my queries and I deem that Very far from acceptable, you will see just h ow much ££'s I have spent on this game over the past few years.

Thanks & regards, & am truly hoping you can shed some light upon this bizzare issue.

USER ID : 27938850
Game Name : д5ĦlΞy29771®™†[MotU]

SWE-ANTHONY*Gulsah* · 29.04.2010, 04:06

i don't have an answer for your questions, nor i can do anything to help you, but as for Etienne Belmar he is the highest in hierarchy between CM, Forum mods and support, and i bet even mods donno who is on top of him. So if Mr. Etienne couldn't or didn't want to do anything about your problem, no one can. So sorry to say, but your time, money and everything you spent on your account is vanished now...

If truly you didn't share any personal info with no one, it's virtually impossible to someone to hack you account, anyway if there's a good hacker, why hack you account not a top ranking account... So i guess your account has been disactivated from DO when they removed all the long time inactive players which i think it's a bad move from DO, specially removing the accounts that people have spent time on them.

nsossong · 29.04.2010, 04:23

I feel bad for you...sorry....

‡§†RIKΣR‡ · 29.04.2010, 04:31

if u dont play 6 months or more ur a/c deletes

VeratekVoncore · 29.04.2010, 04:41

well theres a way hackers can get away with it never knew. but its got to be a bumer especialy if you spent your money on it. Well better keep my account secure.

nico132 · 29.04.2010, 04:46

I know someone who stopped for 7 mos and another longer and their account was still there. So ..every so often it is a good idea to change your password but they can tell you if your account was deleted you just have to find out which one deleted it if it was.

Anthe · 29.04.2010, 06:33

The only way someone can gain access to your account and change details is to gain access to your email account. There is no way to change details without this.

It is the users responsibility for the security of their account, bigpoint have provided enough security their end.

And for information Etienne works for support, his word is final, there is certainly nothing myself or the mod team can do to assist you on this and you will have to continue at a support level.