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My PC account was hacked

by vgobov
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My PC account was hacked

[ Edited ]
★★ Novice

1. Yesterday I received the email with message:
"Hello [my name],

Let’s reset your password so you can get back in the game. Click this link to get started:"

After that I was automatically log out from my account

 

2. When I try to log in to Origin, I got the message that the password is wrong
3. Then I reset the password and I get the email on Polish.0_o

I opened the link on email, specified new password and after that the Login was succesfull.
4. But! When I opened my preferences I saw, that all my personal information changed.
5. I thought that the hacker just changed my data to his data. And I decided to changed all new data to my data: I changed back the account ID, First Name, Last Name, Birth date, etc.
But when I try to start my Fifa I saw that the library doesn't have the Fifa 19

And I realized that the current games on current library were downloaded by another person.
6. After that I opened my cases and I have found new case that was not created by me.
On this case I see that some person ask the supporter to swap emails.
He wrote to support team: "I want to swap my emails [some unknown email address] and [my address] and as I see, this case was done by support team.
So, as far as I understand he got my account with my Fifa and I got his account with old free games.
After that I wrote to support few times and support team advice me to reset account. After that the support reset my account, changed the Primary email to my reserve email. I get a email for reset account, opened this link, but reset account doesn't help me. I still have old games and old account preferences Frown

 

Question 1: What is goning on?

Question 2: how I can back my old account with all my games?

Question 3: what I should do to avoid this situation in the future?

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Re: My PC account was hacked

Community Manager
Hiya! For account issues you'll need to speak with an advisor at http://bit.ly/EA_Contact_Us or on Twitter at @EAHelp for assistance, we can't assist with this type of issue via AHQ. 
-EA Cade

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Re: My PC account was hacked

Community Manager
Hiya! For account issues you'll need to speak with an advisor at http://bit.ly/EA_Contact_Us or on Twitter at @EAHelp for assistance, we can't assist with this type of issue via AHQ. 
-EA Cade

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Message 2 of 12 (334 Views)
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Re: My PC account was hacked

★★ Novice
@EA_Cade starting from Friday every day I communicate with support. The result is zero. Communication is more like moral support than actual: don’t worry, we will try to help you, blah blah blah. Then they say that they can’t help and I should contact with another support team. Once it was that I spent an hour and a half in standby mode, listening to background music.
In general, support sucks. I had a pumped account, I invested a lot of my personal time on the development of my team, and now I'm left with nothing
Message 3 of 12 (310 Views)
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Re: My PC account was hacked

[ Edited ]
★★ Novice

A new twist on my case...
Support says that the email address provided during registration is tied to another account.
And this address is the one that was used to steal my account


I attached the screenshots of the letters I received when registering the account, an activation email, an invoice for the purchase of the last 3 games, a screenshot of the letters that came to me when the account was stolen, a password reset letter in Polish, a screenshot of my progress in the game (which I periodically did to myself).
For all this data, support said that all these actions are tied to another email and they are very sorry that I found myself in such a situation.


Now I have attached the purchase information from my banking program, the screenshot of my account from the banking program (where my email is indicated)
But I feel that I will still be refused and they will not consider this information as evidence.

 

As a result, I can make such assumptions:
1. Scammers got access to the database or found a way to change the registration email.
If so, then this is a serious security problem. The user cannot be sure that all his progress will be saved and will be safe. You can spend a lot of time developing a character, team, etc. and one fine sunny day may come when all this achievements will be stolen. And you can't back your account.

 

2. It is also possible that employees of the company entered into a conspiracy with fraudsters and change account data for money.
This option is even worse. The user can not only be afraid to lose data, but they can not trust the company itself

 

3. The easiest and most reliable way to return my account is find a way by which my account was stolen and perofrm the same actions or to enter into a conspiracy with company employees Standard smile
This option is certainly easier, but I would not want to become a fraudster myself

Message 4 of 12 (284 Views)
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Re: My PC account was hacked

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As I suspected,  my request was refused and support will not consider my Payment information as evidence.

Also, I was not offered any other option to prove that this account belongs to me.

I really hope that for those who steal accounts expect their own little hell after life ending, where every day for eternity they will turn in support of Origin.

 

Message 5 of 12 (267 Views)
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Re: My PC account was hacked

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@EA_Cade What do you think about this situation?
Can you help to provide me some adequate support?
It will be helpfull to contact via skype, teamviewer, gotomeeting or some another solution that have Share screen funcionality. I can show my Inbox on Gmail, show my payment on my banking application, etc to prove that I'm the real owner of account
Message 6 of 12 (262 Views)
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Re: My PC account was hacked

Community Manager
@vhobov Please don't bump your thread excessively, there is an edit post option in the top right of your post body for updates.

Any issues pertaining to account ownership must go through an advisor at http://bit.ly/EA_Contact_Us, I cannot assist here for both practical and legal reasons - the same reasons we cannot accept payment methods to verify an account.
-EA Cade

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Message 7 of 12 (255 Views)
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Re: My PC account was hacked

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I'm afraid if I do not raise this thread intensively, then my question will never be solved

I think that all users of Origin should know about the security problem and the inability to restore their accounts.

 

Today, the supports told me again:

"We are sorry, we cannot help you!

Please restore access to the mail that was used in account registering and then we can help you!"


But how I can regain access to mail that was used by a scammer and belongs to a scammer at stealing my account???

 

Support like a carbon copy says the same thing and no one is going to help me.

 

Nobody wants to turn on logical thinking, read my appeal, analyze the case that led to the theft of my account.
In that case, when my account was stolen, the fraudster introduced himself as Roy. The email he used to steal was called pawelrudzica. Here and the fool understands that the real name of the owner of the mail should be Pawel and Surname is Rudzica. Then he changed his mail to dmitluckjanov on another domain. It is also clear here that the name of the owner of this mail is Dmitry and Surname is Luckjanov, not Pawel and not Roy.

My email always was vgobov (Vladimir Gobov), my account ID always was vgobov. On all my cases attached to this account I always introduced myself as Vladimir. On all invoices were used my email.

So, how did Roy, Pawel Rudzica and Dmitry Luckjanov materialize here?

Is there a confirmation of registration on their mail, an invoice for purchases?

I have this data, I have an original of these emails, I have a payment on my Bank account.

So, what is going on???

Message 8 of 12 (241 Views)
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Re: My PC account was hacked

[ Edited ]
★★★ Novice

The updated status of my case:

1. My account was back after about 2 weeks from the moment when my account was stolen.

2. I didn't get the explanation for why it happened.

3. When logging into my account, I saw that I was missing all the money and all my costs players were sold (only untradeble and very cheap players remained).
4. I contacted the support team and asked to deal with this situation and give me back everything I lost
5. After answering a few questions about my team, I received an answer that my case was sent to a special service that would investigate my case and return all my lost players and money.
6. After a month and up to the present moment, my account remained the same as it was - without money and players.

 

Snip. 

 

CM Edit - You will not insult us on AHQ, if you have a case number I'm happy to look into this further. 

Message 9 of 12 (169 Views)
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Re: My PC account was hacked

[ Edited ]
★★★ Novice

I created few cases

The last one is: 50341714

The previous is: 50301363

 

The return of my players and money/coins is not so important now, because a new version of Fifa has already been released

I lost 1.5 months of the game, I lost a lot of personal time communicating with support, I lost some money on phone calls to another country
I'm afraid you can only return players and coins for an already outdated game to me. What's the point of that?!!

 

P.S. Also it's not clear for me, why Community manager deleted the part of my message?

I did not write anything offensive. I just indicated that Origin or EA company has been processing my requests for a very long time (probably due to the incompetence of employees or the presence of a complex bureaucratic machine that does not allow solving problems quickly and efficiently)
That company completely forgot about my case or didn’t specifically pay attention to it.

Is it normal that support team returned my account to me within 2 weeks?!! Moreover, almost every day I was forced to communicate with support, to look for more and more convincing ways to prove that I am me and that this account belongs to me?

Is it normal that the case is "In progress" status for more than 1 month?!!

Sure, Community Manager can say "Please, contact to support team and do not spam here".

But communicating with support team looks like communication with some kind of humanoid robot, for which I am a virtual unreal person and for him my problems are simply irrelevant trifles. I want competent specialist to deal with my problems. If a person lacks competence, then he should ask for help from a more competent person and direct me to a higher level.
Where is your place to complain?
Everything is very simple for you - there is no place where to leave a complaint - there are no problems.
I am very disappointed in the company Origin or EA and I do not want anyone to be in this situation!

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