Unjust ban, change my mind.

I'll post the whole thing for those that care (omitting the link to the file upload and info like state names for obvious reasons). It wasn't me that used scripts on my account, I did share my account info and I showed them military orders proving I was in another state at the time my account was accessed.

Am I right in thinking this situation was not handled well/professionally by the player support and if so how can I speak with someone higher than them since they refused to let me do so.

> > Chat started: 2018-10-22 10:14 PM UTC > > (10:14:57 PM) Twisted Styx: My account was banned a little over a year ago and I have been super busy lately, with divorce and military things going on, but I'm ready to come back and play some league. So I figured I would bring a official government document as proof that I was in a different location than where my account was accessed from at the time of the scripts being used on my account. > (10:15:28 PM) *** Eva joined the chat *** > (10:15:29 PM) Eva: Heya > (10:15:38 PM) Twisted Styx: Hello there! > (10:15:45 PM) Eva: hows it going > (10:16:21 PM) Twisted Styx: I'm alright today, how is your day? > (10:16:40 PM) Eva: Not bad! > (10:16:54 PM) Twisted Styx: Well that's good to hear! So can you help make my day even better? > (10:17:17 PM) Eva: hmm let me take a look at things > (10:17:40 PM) Twisted Styx: Alright, I'm not sure if the file I attached went through. I don't see it. > (10:18:56 PM) Eva: i didnt get a doc resend? > (10:19:05 PM) Twisted Styx: Visitor uploaded: Orders.pdf > URL: omit > Type: application/pdf > Size: 297173 > (10:19:14 PM) Twisted Styx: Oh okay, there it is =) > (10:20:26 PM) Eva: Alrighty one second > (10:21:50 PM) Twisted Styx: So no lie, I was thinking if your name was pronounced Eevuh, or Ayvuh and it made me think of Wall-E saying Eve lol > (10:22:22 PM) Eva: That's where its from! > (10:22:31 PM) Eva: Eva! Eeeeevvvaaaaa > (10:22:50 PM) Twisted Styx: No way! yesss that's how I was saying it! > (10:23:05 PM) Eva: my favorite movie! > (10:23:09 PM) Eva: But... > (10:23:13 PM) Eva: I have bad news :( > (10:23:40 PM) Twisted Styx: Yes it is a really good movie. Ah snap, hit me with the brick Eva. > (10:23:53 PM) Eva: I cant really do anything about the ban > (10:24:01 PM) Eva: I cant see signs of compromise on our systems > (10:24:11 PM) Eva: even though your docs look legit i have to go off my system > (10:24:16 PM) Eva: so i have to hold the account accountable > (10:24:18 PM) Eva: :( > (10:24:19 PM) Eva: sorry man > (10:27:00 PM) Twisted Styx: What, nuuuuu. I had spoken with them right after the incident and was told that if I could prove that something was fishing they would at least look into it. Unfortunately life got a little hectic and it's been a while since then. > (10:27:40 PM) Twisted Styx: They had told me at that time, that my account was accessed from State A and I was stationed in State B when my account was banned. > (10:28:44 PM) Eva: hmmm > (10:28:50 PM) Eva: do you have a ticket number by chance? > (10:29:07 PM) Twisted Styx: I can surely get it, 1 second. > (10:30:06 PM) Eva: I'll be on standby > (10:31:22 PM) Twisted Styx: #37159830 > (10:31:50 PM) Eva: ok one sec > (10:32:09 PM) Twisted Styx: I'll be on standby. =D > (10:34:00 PM) Eva: :P i see what you did there > (10:34:10 PM) Twisted Styx: =P > (10:37:39 PM) Eva: sorry alot of digging > (10:37:41 PM) Eva: one more minute > (10:37:50 PM) Twisted Styx: Of course, take your time. > (10:39:19 PM) Eva: OK > (10:39:21 PM) Eva: soooo > (10:39:28 PM) Eva: I really dont think you'll get it back > (10:39:29 PM) Eva: BUT > (10:39:33 PM) Eva: Im gonna send you to account recovery > (10:39:38 PM) Eva: and we'll see what happens > (10:39:56 PM) Twisted Styx: Okay that's fine thank you. I still love you Eeeeevuhhhhh! > (10:39:58 PM) Eva: make sure you reference ticket #37159830 > (10:40:04 PM) Twisted Styx: I will > (10:40:09 PM) Eva: ok theyre on the way > (10:40:26 PM) Twisted Styx: Just like I'm on my way to pick you up for a date. =P > (10:40:54 PM) Eva: LMAO > (10:41:02 PM) Eva: where to? putt putt? > (10:41:12 PM) Twisted Styx: Deal. > (10:41:44 PM) Twisted Styx: Friday night? 8 pm? > (10:43:33 PM) Eva: LMAO > (10:43:37 PM) Eva: but I work saturday > (10:43:41 PM) Eva: need to be home by 9 > (10:43:57 PM) Twisted Styx: Pfft 5 pm then. > (10:44:03 PM) Eva: lolol > (10:44:04 PM) Eva: deal > (10:44:30 PM) *** Phatmage joined the chat *** > (10:44:35 PM) Phatmage: Hellooo! > (10:44:39 PM) Phatmage: Let me get all caught up here! > (10:44:50 PM) Twisted Styx: Lol I wouldnt do that > (10:44:50 PM) Twisted Styx: xD > (10:44:51 PM) Eva: Bye twisted! Gl! > (10:44:57 PM) *** Eva left the chat *** > (10:47:03 PM) Twisted Styx: Would you just like me to resubmit the file and referenced ticket so you have them together? > (10:47:39 PM) Phatmage: No need ^^ but thatnk you though! > (10:47:51 PM) Twisted Styx: Alright and no problem. > (10:50:25 PM) Phatmage: What was the ticket number where we told you about proof? > (10:50:29 PM) Twisted Styx: #37159830 > (10:52:57 PM) Phatmage: Im reviewing the ticket now ^^ > (10:53:15 PM) Twisted Styx: Alright no rush dude. =) > (10:55:18 PM) Phatmage: So it was your wife that scripted? > (10:56:38 PM) Twisted Styx: Ex-wife and I assumed so because I saw the first couple tickets where the person had claimed to be my wife. > (10:58:16 PM) Twisted Styx: And I say "assumed" because she never admitted it to me.. But I don't doubt it was her. > (10:59:31 PM) *** Eva joined the chat *** > (10:59:31 PM) Eva: Heya > (10:59:33 PM) Phatmage: Okay, I reviewed the account and without there being signs of it being hacked into there isnt much I can do. I will have to get you sent back over to our Player Behavior team so they can discuss this further with you. > (10:59:47 PM) Twisted Styx: Eeevuhhh! > (10:59:50 PM) Eva: <# > (10:59:53 PM) Eva: <3 > (11:00:52 PM) *** Phatmage left the chat *** > (11:01:40 PM) Twisted Styx: So what options do I have? Is there anything else I can provide to get on the road of regaining my account? > (11:02:10 PM) Eva: :/ > (11:02:15 PM) Eva: that was our only option sadly > (11:02:17 PM) Eva: sorry man > (11:02:59 PM) Twisted Styx: So even though I've proven I wasn't in the location where my account was accessed, that's not enough to prove it wasn't me? > (11:03:18 PM) Eva: Sadly since we can't see it in our systems it looks like they cant do anything for you in account recovery > (11:03:34 PM) Twisted Styx: Who issues the ban? > (11:03:49 PM) Twisted Styx: Like what department? > (11:04:10 PM) Eva: Well thats a combination of my department and account recovery > (11:04:22 PM) Eva: But since we can't validate the compromise we can't lift the ban > (11:05:59 PM) Twisted Styx: I feel like your guys' definition of "validate" is a selective bias. I have official military documents placing me in a different state. These orders are good enough to break apartment leases etc. > > How are they not good enough to prove my location for a video game account? > (11:06:23 PM) Twisted Styx: Is there a manager/supervisor I would be able to speak with? > (11:07:02 PM) Eva: :/ I the highest one here on these matters > (11:07:25 PM) Eva: Sadly the docs you supplied just arent enough with the policies in account recovery > (11:07:27 PM) Twisted Styx: I can't post the Fry from futurama meme. But I feel it applies here. > (11:07:40 PM) Twisted Styx: And theres nothing else I can provide? > (11:07:51 PM) Twisted Styx: What would be sufficient? > (11:08:10 PM) Eva: I dont think it's anything you can provide now > (11:08:15 PM) Eva: since they cant see it in our system > (11:08:55 PM) Twisted Styx: But you guys can definitely see that my account was accessed from an IP in State A. At that same time I've shown I was located in State B.. > (11:09:01 PM) Twisted Styx: You're breaking my heart Eva.
> (11:09:12 PM) Eva: I know im sorry i wish i could help you > (11:09:15 PM) Eva: but i just cant :( > (11:09:56 PM) Twisted Styx: But you're also not explaining.. You say my government documents aren't good enough, but you also won't provide me with any further clarification. > (11:10:23 PM) Twisted Styx: Eva, let me ask you this. > (11:10:28 PM) Twisted Styx: Not as a riot employee > (11:12:48 PM) Twisted Styx: Just as a rational person. Seeing that document, does it not seem like I actually wasn't the one who did it? You're telling me that there isn't a doubt in your mind that would at least constitute further investigation? > (11:13:59 PM) Eva: Im sorry > (11:14:08 PM) Eva: but we have to go off our systems :( > (11:14:26 PM) Twisted Styx: What does the system say? > (11:14:44 PM) Twisted Styx: Everything ya'll tell me is just vague. > (11:15:10 PM) Eva: I cant really give specifics > (11:15:16 PM) Eva: sorry for the vagueness > (11:15:19 PM) Eva: but policies you know > (11:15:36 PM) Eva: Systems say that it could be potential account sharing and not a "hack" > (11:15:40 PM) Eva: so we have to keep it banned > (11:15:48 PM) Twisted Styx: "potential" > (11:16:07 PM) Twisted Styx: "the possibility of something happening or of someone doing something in the future." > (11:16:10 PM) Twisted Styx: not guarantee > (11:16:35 PM) Twisted Styx: my ex wife has her own account, why would I share my account and run the risk of punishment > (11:16:46 PM) Eva: I cant speak to the why > (11:16:54 PM) Twisted Styx: because it didn't happen -.- > (11:16:57 PM) Eva: but I just have to go off what we see / > (11:17:05 PM) Eva: I really wish I had a better answer for you > (11:17:15 PM) Eva: but im limited in what we can do here > (11:17:30 PM) Twisted Styx: the fry skeptical meme still applies > (11:18:04 PM) Twisted Styx: As for you being the highest person, there is always someone higher. I would like to speak to them. > (11:18:43 PM) Twisted Styx: Someone is the support team has the power to make sound judgement over the "system". The system is not always right. > (11:19:21 PM) Twisted Styx: in > (11:19:25 PM) Eva: I really wish I had better news for you here > (11:19:29 PM) Eva: but this decision is final > (11:19:35 PM) Eva: especially since the accounts team said no > (11:19:57 PM) Twisted Styx: They said no because the account wasn't hacked. > (11:20:27 PM) Eva: yep > (11:20:32 PM) Eva: so we have to hold the account accountable > (11:20:50 PM) Twisted Styx: Just because it wasn't hacked doesn't mean it was me. > (11:21:16 PM) Twisted Styx: If your account was used by someone else with your password, I bet it would be unbanned the next day. > (11:21:36 PM) Twisted Styx: Extreme bias and a guilty 'til proven innocent. > (11:21:42 PM) Eva: But we cant validate it wasnt you even with your documentation > (11:21:50 PM) Twisted Styx: It just doesn't seem right. > (11:21:52 PM) Eva: Im really really sorry but I gotta be truthful here > (11:21:53 PM) Twisted Styx: Wait > (11:21:54 PM) Twisted Styx: no > (11:21:58 PM) Eva: Even if your doucments are real > (11:22:02 PM) Twisted Styx: Hold up eva. > (11:22:07 PM) Eva: we cant go off what you send to us > (11:22:15 PM) Eva: and we have to go off the data in our system > (11:23:01 PM) Twisted Styx: You're saying you don't accept my documents. You say even though they are real, they don't matter to ya'll. > (11:23:09 PM) Twisted Styx: You see how that sounds? > (11:23:23 PM) Eva: I said even if they are > (11:23:29 PM) Eva: we cant go off them > (11:23:33 PM) Twisted Styx: Those exact documents are enough to early terminate leases, in the real world. > (11:23:34 PM) Eva: we have to go off the systems we have > (11:23:48 PM) Eva: Look, im really sorry this didnt work out for you > (11:23:58 PM) Eva: but i told you i dont think theyll be able to help you to start > (11:24:05 PM) Eva: It sucks that it didnt work > (11:24:08 PM) Eva: and i wish it did > (11:24:15 PM) Eva: but at this point we cant do anything here > (11:24:25 PM) Twisted Styx: You can send me to someone higher than you. > (11:25:02 PM) Twisted Styx: A amanager, a supervisor, boss, literally, anyone above you. > (11:25:06 PM) Twisted Styx: manager* > (11:25:27 PM) Eva: im sorry but thats not an option here > (11:25:32 PM) Eva: this wont be overturned :/ > (11:25:43 PM) Eva: If you have no other questions I'll also have to leave this chat soon > (11:26:16 PM) Twisted Styx: I want to speak with someone above you Eva. Period. Doesn't matter what I want to speak with them about. > (11:26:32 PM) Eva: I cant get you to someone above me > (11:26:58 PM) Eva: Let me send you to someone > (11:27:08 PM) Twisted Styx: Thank you. > (11:27:15 PM) *** Agent 007 joined the chat *** > (11:27:15 PM) *** Eva left the chat *** > (11:27:35 PM) Twisted Styx: Hello > (11:27:58 PM) Agent 007: Hey there > (11:28:00 PM) Agent 007: How's it going? > (11:28:14 PM) Twisted Styx: Started out okay, but this is turning out a bit ridiculous. > (11:28:24 PM) Twisted Styx: What is your position sir/ma'm? > (11:28:37 PM) Agent 007: Player Support Specialist > (11:29:13 PM) Twisted Styx: Are you higher than the last representative I was speaking with? > (11:29:42 PM) Agent 007: There isn't anyone above us > (11:29:53 PM) Agent 007: This is the highest escalation possible > (11:30:14 PM) Twisted Styx: Can you provide any other insight on the situation? Have you reviewed it and know what's going on? > (11:30:51 PM) Agent 007: I have not > (11:30:59 PM) Agent 007: Give me a sec to read up to see what happened > (11:31:51 PM) Twisted Styx: I've proven I was not the one who caused my account to be banned with official government documents. I was told that even though they are real, they did not matter and that they still could not prove I was not the one who mis-used my account. > (11:32:29 PM) Twisted Styx: I was told in a previous ticket that if I provided anything that would look weird, we could go from there. Referenced in ticket: #37159830 > (11:35:00 PM) Agent 007: So I am reading that one > (11:36:09 PM) Agent 007: I understand it was your ex-wife who got the account banned > (11:36:26 PM) Agent 007: But I'm afraid as the account owner, you are responsible for anything that happens on the account > (11:37:08 PM) Twisted Styx: I don't know it was her. I just assumed because the person posed as her. > (11:37:21 PM) Twisted Styx: You're telling me if an account is stolen, the account owner is responsible? > (11:38:20 PM) Agent 007: If there was any sign of compromise, I would be able to help > (11:38:27 PM) Agent 007: But I'm not seeing any sign of compromise > (11:39:12 PM) Twisted Styx: What is a sign of compromise? > (11:39:46 PM) Twisted Styx: She obtained my password without my knowledge. > (11:40:02 PM) Twisted Styx: I do believe it was my wife, like 99% assume. > (11:40:29 PM) Twisted Styx: And it would make sense since my account wasn't logged in from like china or whatever obviously. > (11:41:21 PM) Agent 007: I can't go into any of those details because often times players write into try to figure out how to avoid getting caught for using third party programs > (11:41:24 PM) Agent 007: I'm not saying this is what you're doing > (11:41:35 PM) Agent 007: but we have a strict policy about all of this > (11:41:38 PM) Twisted Styx: Okay no I completely understand that. > (11:41:41 PM) Agent 007: And there are no signs of compromise > (11:42:21 PM) Twisted Styx: I assume it's things such as out of country location etc. Of course it doesn't show any of those signs because it was my own spouse who abused my account. > (11:42:48 PM) Twisted Styx: You don't keep your passwords in a book or a notepad file, etc? > (11:43:12 PM) Twisted Styx: Do you have any idea how crappy it feels to be punished for something you did not do? > (11:45:29 PM) Agent 007: I know how you feel > (11:45:35 PM) Agent 007: It definitely feels crappy for something you didn't do > (11:46:24 PM) Twisted Styx: I went through a divorce.. You know how that feels too? > (11:46:39 PM) Agent 007: I actually do > (11:46:55 PM) Twisted Styx: I've shown military orders, that will early terminate apartment leases, etc. > (11:47:05 PM) Twisted Styx: Why are they not good enough to prove my innocence for a game account. > (11:47:16 PM) Twisted Styx: With a kid as well? > (11:47:34 PM) Twisted Styx: I'm sorry you actually have been though that as well. > (11:47:38 PM) Agent 007: I do have my own kid as well > (11:47:58 PM) Agent 007: i appreciate it > (11:48:06 PM) Agent 007: It's a tough situation that I don't wish on anyone > (11:48:42 PM) Twisted Styx: Very true man, I've seen other divorces go way worse than mine. It's really unfortunate. > (11:48:46 PM) Agent 007: I really wish I could help you > (11:48:56 PM) Agent 007: If there's ANYTHING that could be done > (11:49:02 PM) Agent 007: I would help you > (11:49:30 PM) Twisted Styx: Can you at least explain how the documents that are good for other companies, aren't good enough for Riot? > (11:49:46 PM) Agent 007: It's not really about the documents at all > (11:49:53 PM) Twisted Styx: Eva claimed it was. > (11:49:54 PM) Agent 007: In all honesty, the documents aren't really something we look at > (11:50:13 PM) Twisted Styx: Oh well yea, the system this, the system that. > (11:50:13 PM) Agent 007: I believe they were mistaken > (11:50:21 PM) Agent 007: Yah > (11:50:23 PM) Twisted Styx: The system is not always right. > (11:50:27 PM) Twisted Styx: Mistakes do happen. > (11:50:38 PM) Agent 007: It's true, our system isn't perfect > (11:50:40 PM) Agent 007: but we do our best > (11:50:41 PM) Agent 007: and yes > (11:50:43 PM) Agent 007: mistakes do happen > (11:50:45 PM) Agent 007: But in this case > (11:50:52 PM) Agent 007: The unauthorized third party programs were correct > (11:51:02 PM) Agent 007: er.. > (11:51:03 PM) Agent 007: were used* > (11:51:06 PM) Agent 007: and was correctly identified* > (11:51:19 PM) Twisted Styx: I don't deny that, I'm just purely saying it was not me. Even gave proof. > (11:51:59 PM) Agent 007: I understand it wasn't you > (11:52:03 PM) Agent 007: I get it > (11:52:12 PM) Agent 007: And I really wish I could return this account to you > (11:52:18 PM) Agent 007: But I'm afraid there's nothing that can be done here > (11:52:44 PM) Twisted Styx: I feel like you guys are simply trained to shut down, deny, and find any excuse to not unban. With no care that the ban is unjust. > (11:54:38 PM) Agent 007: Hmm... > (11:54:44 PM) Agent 007: What makes you say that? > (11:54:49 PM) Agent 007: I mean > (11:54:55 PM) Agent 007: Does it not benefit us for you to play the game? > (11:55:02 PM) Agent 007: We want players to play right? > (11:55:10 PM) Agent 007: I know you might say > (11:55:11 PM) Agent 007: Oh yah > (11:55:15 PM) Agent 007: So the ycan spend money on a new account > (11:55:21 PM) Agent 007: But actuality, the game is free > (11:55:27 PM) Agent 007: It does not bring us joy to ban you from your account > (11:55:34 PM) Agent 007: We want to help players where we can > (11:55:38 PM) Agent 007: As much as we can > (11:55:54 PM) Agent 007: That would feel so bad for us to want to ban players from their account > (11:55:59 PM) Agent 007: I wouldn't be working here if it were like that > (11:56:22 PM) Twisted Styx: I'm not saying riot wants people banned, yet they don't want to hear when they have handed out an unjust ban. > (11:57:01 PM) Twisted Styx: It's like you guys can't accept that a ban was wrong. > (11:59:02 PM) Agent 007: we do > (11:59:08 PM) Agent 007: In cases where something went wrong > (11:59:14 PM) Agent 007: we want to fix it as much as we can > (11:59:28 PM) Agent 007: It's just in this case, there's nothing that can be done > (11:59:33 PM) Twisted Styx: Someone using my account without my permission isn't wrong? > (11:59:57 PM) Twisted Styx: Do you hear how all this sounds? > (12:00:25 AM) Twisted Styx: The official documents should be enough to prove it wasn't me, what more could you want? > (12:01:33 AM) Twisted Styx: The government is showing it was not me. Proving it wasn't me should be all that is necessary > (12:02:09 AM) Twisted Styx: I'm in the military, if I'm not where those papers say, I get slapped with dishonorable discharge and ruin my life. > (12:02:22 AM) Twisted Styx: Like I can't fathom this. > (12:02:57 AM) Agent 007: I understand > (12:03:11 AM) Agent 007: And I really wish I could help you > (12:03:15 AM) Agent 007: But there's nothing that can be done > (12:03:25 AM) Twisted Styx: When can I speak to someone above you and Eva > (12:04:35 AM) Twisted Styx: You cite "the system, the system, the system", but I want to speak with someone who has the power to make sound judgment for themselves. > (12:05:29 AM) Twisted Styx: At the very least I would like to speak with someone above you to speak with them about my customer service experience. > (12:05:38 AM) Agent 007: I'm afraid there isn't anyone above us > (12:05:41 AM) Agent 007: This is the highest escalation possible > (12:06:01 AM) Twisted Styx: That's a lie. There is literally always someone above you. > (12:06:06 AM) Twisted Styx: Do you own Riot games? > (12:06:18 AM) Twisted Styx: Do you own tencent? > (12:06:58 AM) Twisted Styx: But on a lower level than that, you have to answer to someone. > (12:07:04 AM) Twisted Styx: That is who I want to speak to. > (12:07:26 AM) Agent 007: I'm sorry but there isn't > (12:07:40 AM) Agent 007: If there are no further questions or concerns, I'm gonna have to consider this matter resolved > (12:07:51 AM) Twisted Styx: But it's not resolved. > (12:08:20 AM) Twisted Styx: You have no boss? > (12:08:27 AM) Twisted Styx: That's what you just said. > (12:11:02 AM) Agent 007: I'm sorry but since I've addressed all your concerns and there are no further questions, I will now be closing out this chat > (12:11:19 AM) Twisted Styx: Okay I will find a way to speak to someone above you. Your name will be mentioned. > (12:12:16 AM) Agent 007: I understand > (12:12:21 AM) Agent 007: Good luck > (12:12:24 AM) Twisted Styx: Good day sir. > (12:12:26 AM) *** Agent 007 left the chat *** >