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Turbine Stole my LOTRO Account
Ellemire
Member Posts: 11
Hello.
My account on an MMORPG called LOTRO has been suspended due to my account being stolen and being posted by the person who accessed the account on an MMO Account Selling Market place.
I have contacted Turbine many times stating that my account had been stolen but they will not lift my suspension, they are going against there own code of conduct and rules.
In there code of conduct it states, "10. You may not advertise the intent to, commit the act of, or facilitate the ability of others to commit the act of, unauthorized selling, buying, transferring or sharing access to any Game account." Please note it says "You may not", I do not believe I have violated this term because it was not me, the authorised owner of the account who posted it on an MMO Account Selling Marketplace.
It also states in there Stolen Account FAQ "If the account is banned, please contact In-Game Support by e-mailing via the form HERE. State your account name, that you have completed these instructions, and ask for the suspension to be lifted." I have done what this says and contacted the account support many times but they are refusing to lift the suspension on my account and they are now ignoring my messages.
In a lot of the emails I receive of them they keep saying that the owner of the account is responsible for what happens on the account, how can I be responsible when my account has been stolen? I also looked in there code of conduct and it does not say that in it anywhere.
LOTRO Code of Conduct: Code of Conduct | The Lord of the Rings Online
LOTRO FAQS: Support FAQ | The Lord of the Rings Online (Search Stolen Account in the search box)
If they was going by there own rules I think they should have lifted the suspension by now.
Do you think they should lift the suspension? If so, how can I get them to?
Thanks.
Comments
This is really an issue between you and Turbine, while there might be people here with oppinions, in the end thats all they can give, Turbine is the only ones who can decide on this issue.
I wish you best of luck getting your account back, but dont expect someone here to provide you with some magic solution to it.
Pretty much what the above the poster said. But just remember, that Turbine is not keeping your account suspended just to spite you. I'm sure they are following protocol that seems to be standard practice, at least with western mmos. Maybe they investitagate these claims in certain time intervals and in batches to help narrow down their search to prove (if possible) it wasn't YOU that logged in. Common sense on what an owner of their account would or would not do with their account once logged can't really be held as defense if you look it at from their point of view. Anyway,...I hope it works out for you in the end.
"If I offended you, you needed it" -Corey Taylor
They don't know it wasn't you. You have to play by their rules now and all the bitching the internet can handle isn't going to help your cause. It sucks that your account was stolen but it happens to many people. My advice, either be patient and hope for a favorable outcome, buy a new account, or wait till F2P starts up.
If it were me, I'm a founding life member so I'd probably be just be patient for a while and see if i can come up with some kind of evidence to prove my innocence and if that didn't work I'd probably just buy a new account.
Thanks for the advice everyone.
Does anyone know if they have a contact number to phone because they have started to ignore my message. I know they have a account support number but that does not open until noon and because I live in the UK and that isn't until after 6PM so its not really practical for me.
Do they have a number for head support or something?
Thanks
The only number I can find for account support is 781-407-4020.
Call from a different phone, and immediately escalate to a supervisor, and keep escalating until you get someone to help you or they say no. Personally, I don't understand why you'd want a hacked account anyway. Just get a new one.
If Turbine cant or wont make it right I would wait until F2P. Then take a look and see if you still want to sub to it or not.
WOW isnt great because it has 12 million players. WOW has 12 million players because its great.
It's not really about the money and having to pay for it again, although I have invested alot of money over the years in subscription, buying expansions etc, it's more about the time I have invested in the characters on the account, it took me months to level through the Shadows of Angmar content and then when Moria came out I played the game all day and most of the night until I reached top level and the same with Mirkwood (I had over 3 months of play time). And its also about the friends I have on the game, I can no longer contact them or anything.
I am going to wait and see what they say next week as I know they are not open over the weekend, I think they started ignoring me though as I never received a reply at all from a message I sent on Wednesday.
Turbine what the fuck are you doing,i can see that this person is innocent. I've been into same issues,maybe not exactly the same,but kind of the same. Hes speaking the truth,stop "playing" your godly badass games turbine,you know he dind't do it.
Turbine, Inc.
60 Glacier Drive, Suite 4000
Westwood, MA 02090
Attn: General Counsel
Telephone: (781) 407-4054
Facsimile: (781) 410-2201
Email:
copyrightagent@turbinegames.com
Turbine Entertainment Software
60 Glacier Dr
Westwood, MA 02090
(781) 407-4000
(781) 320-8222
Fax (781) 329-5463
thats all can find hope it helps
That sucks. At least blizzard understands when this happens. And usually you just give them some specific info only you would know, and you're fixed. Pretty lame of Turbine to just, "Ignore" a customer asking for support. When their own FAQ says to constant support.
We do not know that the OP is being "ignored." It is possible that Turbine is still investigating this issue.
It is possible that the issue has been investigated and found that the OP's story is a bit "out of whack." Turbine does not just suspend accounts for no reason.
All hard to tell from the OP's post.
If the OP is completely innocent, he should contact Turbine customer support and get the status.
I have contacted Turbine everyday and I have not received a reply. They have actually stated in a message that they are pretty much going to ignore me: "Turbine Customer Service will no longer communicate about this issue with you." where the exact words.
I feel that they have pretty much chose to ignore all of my communications because it seems that the replys they send back are just a one-click templates, I also asked them to esculate the ticket to a supervisor/management but they told me that the messages are replied to by a supervisor anyway
It probably will not make a difference but I have contacted their regulators as well as Warner Bros. and Middle-Earth Enterprises.
They told me the reason the account suspension will not be lifted is so that the account cannot be sold in the future. I have told them many times that it was not me who tried to sell the account, could'nt they just check their databases for IP history and see that my account was infact accessed by someone other than me? I asked them to but the reply I received just said the same thigns they kept sending to me.
They also said "In addition, Turbine reserves the right to delete characters or entire accounts as we see fit, without warning, for certain violations." I did not ask anything about the deletion of characters or accounts, so to me it seemed as though the person replying to the email was mocking me.
If you live in the UK, wouldn't your account be with Codemasters, not Turbine???
I've played on MMO US Servers since I started playing MMO's, I dunno I just prefer playing with Americans. :]
Still no reply.
Its kinda stupid the way they only have one way to contact them and don't have emails for support supervisors etc.
I have lost access to my account again, I do not know how this is happening but I emailed Turbine requesting I provide security information to reset my password. I received a reply which totally ignored my request and the email was about my account suspension not being lifted, this is the worst support I have ever encountered, even SOE support was not this bad. My card information is on the account and everything and Turbine will not even reply to my emails properly.
What precisely do you expect us to do about this? Need a shoulder to cry on? Call your mother. We arent going to start a revolution for you. Everyone here is being as polite as they can be so far but the truth of the matter is this is between you and turbine. Not you and us.
Go talk to them. We cant help you. Even more to the point... we have no reason to care. Turbine does. Youre talking to the wrong people. Thanks.
Laudanum - Romance. Revenge. Revolution.
Crappy, petty people breed and raise crappy, petty kids.
When someone comes to these forums and makes a post like this, they are rarely rarely rarely ever innocent. I have read tons of post like this on every type of game, where either their account did something wrong and got banned but it was stolen, or they didn't break any rules and their account randomly got banned due to an "abuse of power". In the end the information always comes out that the OP did something wrong.
Their CoC states that any account that is involved in the buying or selling of virtual goods will be closed, your account was involved in such activities and was closed. This shouldn't be a surprise.
Either a) You actually were involved in it and are mad your account is closed so you say you didn't do it (just like every criminal of every kind in the world, amazing how many innocent people are in prison)
b) You shared your account information with someone (Account sharing is against the rules in most MMOs anyways) and the person who you shared it with was either careless with the info so someone less then unsavory got the info and tried to sell stuff, or the person you shared with actually was the unsavory person who tried to sell stuff.
c)You are in the ever so tiny percentage of people who has their account hacked by someone and then sold off.
In all 3 cases the CoC says that account will be closed, in 2 of those cases you are 100% at fault, in only 1 exact set of events are you innocent. But even in that 1 case, Turbine's rules are to close the account that was involved with buying/selling goods. I don't know what you expect to happen by posting here though, you could call them and plead the case if you are actually 100% innocent, but they still are within their rights to close the account.
Thanks for your message. It does state on there Code of Conduct and Stolen Account FAQ that if the account is stolen and due to this the account is banned you should contact them and they will lift the suspension but they are totally ignoring what this says, yes I am gong to try contact them via there phone number tommorow.
My account got hacked a few months ago. Turbine tossed me an email letting me know my account was hacked (I'd stopped playing the game at that point), suspended it, but after I called in and confirmed my identity they reset my password and reopened the account.
Frankly I made out like a bandit, not only had my characters not been stripped (my highest at that time was lvl 34) but the hacker had been using my account to funnel his stolen/farmed gold. Turbine let me keep the gold, I think it was over 30g.
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Yes you made out quite well. 30 gold in that game is a lot. The OP has something going on but I dont think the problem is on Turbines end.
WOW isnt great because it has 12 million players. WOW has 12 million players because its great.
Wow, you got really lucky lol. Maybe I should ring then, Turbine's email support agents are not listening at all even though I am telling them everything I know.
^^ This...
90% of the time something like this happens it's a user fubar. Believe me Turbine/WB is in business to make money, which you were providing, not to spite their paying cutomers.
OP not saying you were knowingly malicious in this case but you might of done something you didn't realize was wrong.
I know earlier this year I had been taking a 3 month or so break from the game and went to log-in one day to find it saying my account was suspended. Contacted Turbine and took 3 or 4 days I forget to get it all fixed but that was mostly due to my work schedule conflicting with their support times. Was the easiest dealing I had with support.
Wait does this mean that they gave you access back and you didn't immediately change your password the second you got back in. If so it's no wonder they are ignoring you now.