Boards›Player Behavior

Unhelpful Riot Support

Origami Angel··3 votes·1,230 views

Hey guys, Baron Von Spook here, or now Frozen Indie, since my account has been compromised. I just thought i'd come here to share some thoughts on the riot support. After my encounters wit Riot Games Support member Isellyn, I am very disappointed in the support provided. My account, Baron Von Spook on the NA servers had been compromised since the beginning of the year. A very helpful representative, Alzix, helped me recover it in February. When i went to log on, it was banned for the behavior of the intruder on my account. Fed up with things, i decided to take a break and focus on my job for a bit. Recently though, i have become more interested in the game and tried to log into my account to see its current status. The password had been changed again. So i filled out a ticket with identical information as last time taking the extra precaution of changing my email in case my old one was compromised. After getting a response from Isellyn telling me that the information was wrong and i could not have my account back, I became frustrated. I told Isellyn tat i had spent a lot of money on this account and that i am unsatisfied wit the support provided and would like to pursue this problem with the support team. Isellyn then shut down my ticket saying She can not assist me further. No further help, number i can contact, superior i can talk to or sympathy at all. It is a real problem when rightful owners of their accounts are locked out and the support team refuses to help. Is this it, do i lose all my money and progress?? If any moderator or user can give any helpful advice or if this is just to send some light on the terrible support experience i had, thank you for reading. If you have any questions about this story i have every email sent by the moderators in question saved. Thanks Again, Baron Von Spook. :)

17 Comments

Powderkegg3 votes

The security of your account is your responsibility not Riot's, read the terms of service.

Origami Angel2 votes

I never said the security was their responsibility, but they do offer account recovery. Plus its just a bad rep, because Alzix was extremely helpful and got me my account back with the same info. Plus, rioters should be looking after their players, at least making sure they have a good experience, not shut down their ticket with no further info, basically saying that i'm on my own

Cyst2 votes

[{quoted}](name=Frozen Indie,realm=NA,application-id=ZGEFLEUQ,discussion-id=zPwZYkN8,comment-id=00000000,timestamp=2016-07-09T19:51:02.536+0000)

Why offer something if you're going to half-a** it?

That is enough reason for your perm ban bro Thanks a lot for proving riot right again.

Universal forum rules state biggest offense is insulting riot... What did you just do?

Origami Angel2 votes

i censored it myself, i'm a frustrated individual who as spent hundreds on my account and am dealing with a support team that will not cooperate. Riot doesn't like it when someone as something negative to say about them? I'm mad and not trying to act entitled but i deserve the help of a large cooperation not a shotty support member with no phone number refusal to further talk to me. I edited it, if they want to censor their users tat fines, i'm not ere to point fingers or get into any further anger, I just want to shed lit on the situation and maybe get answers

Cyst1 votes

[{quoted}](name=Frozen Indie,realm=NA,application-id=ZGEFLEUQ,discussion-id=zPwZYkN8,comment-id=0000000000000000,timestamp=2016-07-09T20:00:23.161+0000)

i censored it myself, i'm a frustrated individual who as spent hundreds on my account

Doesn't make one different if you spent hundreds of thousands. Or you censored the whole word..

It is all about INTENT.

Friendly Ram2 votes

Is it possible to ask to chat with the first support member again?

Origami Angel1 votes

I asked to talk to a superior or for a phone number, the support member refused to even acknowledge my request and shut down my ticket. So, i'm guessing that's a no.

Friendly Ram1 votes

If DTN was still here youd already have a response;( try sending in another support ticket? I really have never dealt with riot support before so I'm not completely sure.

Origami Angel1 votes

"If you remember more information about this account that was not submitted in this ticket, please create a ticket at a later point in time so we can assist you further." I guess i can only make another ticket if it includes info not mentioned in the first ticket. No place to file complaints or seek further help. But thank you Honker.

elduris2 votes

I think the reason they aren't able to help you is because it is considered suspicious activity when someone tries to reclaim the account multiple times. Most of the time, when they get a lot of tickets asking for account recovery on the same account, they will just permaban the account for being suspicious. This doesn't happen a lot but it does happen and it's quite possibly why the support agent can't help you here.

Origami Angel1 votes

Wen i logged in the first time and saw that it was banned, it was for rude behavior during a game. This is the second i'm trying to reclaim it not the 4th or 5th. I just want what is mine back, and if that particular member can't assist me, i really would like to talk to someone else about it. Isellyn implies that is not an option though :.

Magical Player1 votes

The problem is: your account was compromised once and resolved. it was probably taken over again, while you were away for several months. I'm not sure how long riot keeps the data of accounts(ip logs/payments) but if the account you claim is yours, was logged on say New York and you live in California. but the problem becomes time if the records show account activity in New york for 6+ months it can be assumed you moved even if it was only your account moving.

I'd keep resubmitting the ticket. even if nothing comes of it for another year. Riot is pretty good about account recovery you just need to make a strong connection(hard to know info about the account registered date/cc number used for rp/ receipt for rp purchases)(if you have any purchases receipts that would help alot to prove your account)

Origami Angel1 votes

I gave a list of purchase IDs from the store as well as a pin of a prepaid card. I gave soooo much info to prove the account was mine but i guess that's not enough huh? I wont get banned if i resubmit the ticket with no new info? The support team member said to make one if i find any new info.

Ninox1 votes

They need more than just purchase history. Prepaid card codes are good, but if an account is compromised it's reasonably likely the email associated is as well, so other than prepaid cards things like paypal receipts can only help you so much.

Purchase IDs from the store won't help you at all, for the same reason a list of skins you own won't, if your account is compromised then that is information visible to the one who compromised it.

You need to give them info that isn't visible in the client.

What were the first skins you bought? A particular date you bought a skin or champion that you remember (not within the 30 day purchase history)? What were the first champions you bought? Did you buy them with IP or RP? What was the first 1350IP champ you bought? First 6300? etc etc

Spamming support with tickets will not help you any, it will do the exact opposite, account verification will be harder because this is the second time you've had to do it so you have to be patient and give as much useful information as accurately as possible.

Origami Angel1 votes

I also gave a list of mystery gifts i received outside of the 30 day period, and the prepaid card pin. Those are only tins I would know...

Ninox1 votes

It's going to be nigh impossible to verify your account ownership with just that. Details for the examples I gave you don't have to be exact, just close.

Do you remember any really early skins you bought? The amount of the RP you bought the first time? Any skins or champions you refunded? (A lot of people remember this one cause they regret it) Any early champions?

Surely you remember something from the early days of your account? Anything and everything like this you can give that has an approximate timeline is useful to them in verifying ownership.

Cpt Jack Bird1 votes

Just keep replying until this specialist closes the ticket (without chance for reply) -- then you get an option to open a follow-up ticket, which will typically get handled by a separate staff member. Best shot.

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