Boards›Player Behavior

Unhelpful Riot Support

Origami Angel·7/9/2016, 7:37:43 PM·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

Powderkegg7/9/2016, 7:42:54 PM3 votes

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

Friendly Ram7/9/2016, 8:03:37 PM2 votes

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

elduris7/9/2016, 8:38:36 PM2 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.

Magical Player7/9/2016, 9:16:22 PM1 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)

Cpt Jack Bird7/9/2016, 10:03:05 PM1 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.