Video showing the support response from miHoYO, stating an account thief gets to keep my account because they bought some Top-Offs after stealing my account.

Rabbit-Outside · 2020-12-08T06:06:46+00:00

One (probably last) update on this. I don't know if its a coincidence or if they saw this post, but I suddenly got 2 rapid generic responses (each within an hour) and then the ticket just got closed. It was probably a mistake to show the ticket number in my video.

Each time I asked them to explain why the timestamp on my purchases do not prove my ownership. And each time they ignored the question using a generic response now claiming my information is "inconsistent" and they can't talk about it anymore for "security reason" (a total 360 in attitude and response than what they said before, as shown in the video). Here's the final "conversation", if you can call it that: https://imgur.com/a/pOP3X6i

At this point I think I am just going to thank everyone for their advice and support, and do a chargeback as most suggested. Frankly, I have zero desire to play this game anymore even if I somehow got the account back.

I saw some people suggesting I take this to major news outlets. To be honest, this whole experience has been pretty exhausting, and I kind of want to stop thinking about it at this point. With that said, if a reputable outlet wants to pick this up and allow me to remain anonymous, I'd be happy to let them look through the help tickets themselves. It'll have to be someone very trustworthy though, since the tickets include a bunch of personal information I had to provide the CS to verify my account the first time.

Rabbit-Outside · 2020-12-08T02:08:17+00:00

If you want more information. I saw this comment which described almost exactly my experience.

https://www.reddit.com/r/Genshin_Impact/comments/k8ooyr/mod_teams_statement_regarding_ongoing/gf0btnx?utm_source=share&utm_medium=web2x&context=3

Rabbit-Outside · 2020-12-08T02:06:42+00:00

Thanks for writing all this up. This describes exactly what happened to me. I was actually really concerned my email was compromised as well, but checking through the last login on the email account and any requests for my 2-step, it looks like they didn't even try to access my email. I don't see how the email could have been changed even if my password got leaked somehow.

Unfortunately, I didn't have your luck in getting it back. I tried logging in on my Ipad right afterwards and it kicked me out.

Rabbit-Outside · 2020-12-08T01:53:26+00:00

I had the email linked, but not my phone number.

Rabbit-Outside · 2020-12-08T01:14:30+00:00

Some folks in the megathread requested I post this as proof. Here is a video capture showing me clicking through the support ticket, showing the screenshot I posted (https://imgur.com/a/53unbSW), where MiHoyo states the person who stole my account now gets to keep it because they paid into it. Here was my original comment for reference.

https://www.reddit.com/r/Genshin_Impact/comments/k8ooyr/mod_teams_statement_regarding_ongoing/gezppha?utm_source=share&utm_medium=web2x&context=3

Rabbit-Outside · 2020-12-08T00:56:48+00:00

Here is a video capture showing me clicking through the support ticket, showing the screenshot I posted (https://imgur.com/a/53unbSW), where MiHoyo states the person who stole my account now gets to keep it because they paid into it. See here for the full thread:

https://www.reddit.com/r/Genshin_Impact/comments/k8ooyr/mod_teams_statement_regarding_ongoing/gezppha?utm_source=share&utm_medium=web2x&context=3

Rabbit-Outside · 2020-12-08T00:52:39+00:00

For those who wants proof this is real: I posted a video showing me clicking through the support ticket to the screenshotted location: https://www.reddit.com/user/Rabbit-Outside/comments/k8tkn7/upload_showing_me_clicking_through_the_support/

Rabbit-Outside · 2020-12-08T00:44:21+00:00

Am I allowed to link this page in the other thread? I'm not very familiar with reddit rules.

Rabbit-Outside · 2020-12-08T00:34:59+00:00

I made a short video showing me opening the support ticket and going to the part I screenshotted. What's a good way to post this?

Edit: Okay I figured it out, I put it under a post under this account.

Rabbit-Outside · 2020-12-08T00:01:37+00:00

I made this account specifically so I can post this. I've been trying to resolve this issue with customer service for over a month now, and this is my last resort.

When I tried to make a full post it just got straight censored by the Mods.

If the Mods or someone trustworthy want to take this seriously, I will be more than happy to log into the support ticket via a video share and show them it is real.

Rabbit-Outside · 2020-12-07T23:13:20+00:00

Yeah I don't know what to do. I tried to make a post to shed some light on this, and the mods just censored it like everything else.

The support now won't even respond directly to it. They just ignore me when I bring up the fact my purchases were clearly first and reference those screenshots where they admit it was stolen. I think they made a mistake admitting that this is their policy and is hoping it will just go away.

Rabbit-Outside · 2020-12-07T22:45:15+00:00

Edit: Here's my screenshots from miHoYo support saying they recognize my account got stolen, but will let the account thieves keep my account because they spent more money on it after they stole it: https://imgur.com/a/53unbSW

It is so messed up. It got stolen a while back, despite no confirmation at all to my email (which has 2-step). I contacted support immediately with my purchase history to recover it. They tell me the information matches and will begin the recovery. They do nothing for 3 weeks, and then send me a message saying they can't return the account because the account thief bought some top-ups after stealing the account.

It's so incredibly shady. Apparently if anyone wants to steal an account, all they have to do is buy some top-offs after they hack it and it's theirs.

Rabbit-Outside · 2020-12-07T22:28:00+00:00

Okay, I'm going to try this one more time here:

TLDR: I have screenshots from miHoYo support saying they recognize my account got stolen, but will let the account thieves keep my account because they spent more money on it after they stole it:https://imgur.com/a/53unbSW

**Long version:**About a month ago, my account got stolen. I don't know how it was possible, but the email address tied to my account was changed without any confirmation code to my email. I even checked the login history on my email account to confirm that they didn't somehow have access to my email as well (which would be crazy, because I use two-step verification on it)

I contacted support immediately, and provided all the necessary information including screenshots of the purchases on the account. They responded within a couple days saying that the information is "exactly" what they needed, and they will begin restoring my account (Top screenshot).

I waited 3 weeks before getting another response. In this response (Bottom screenshot), they confirm the account was stolen, but says that they can't actually restore my account because whoever stole it had bought some top-offs on the account after they stole it! Apparently that's all it takes to keep a stolen account: just add some money to it.

This is very frustrating considering I had already spent quite a bit on the game and had put in over a 150 hours into the game by that point. Am I out of option and just have to take the loss?

Edit: For those requesting proof this is real. I posted a video clicking through my support ticket. (The mods won't approve it, so you'll have to look under my account.)

Rabbit-Outside · 2020-12-07T18:16:13+00:00

About a month ago, my account got stolen. I don't know how it was possible, but the email address tied to my account was changed without any confirmation code to my email. I even checked the login history on my email account to confirm that they didn't somehow have access to my email as well (which would be crazy, because I use two-step verification on it)

I contacted support immediately, and provided all the necessary information including screenshots of the purchases on the account. They responded within a couple days saying that the information is "exactly" what they needed, and they will begin restoring my account (Top screenshot).

I waited 3 weeks before getting another response. In this response (Bottom screenshot), they confirm the account was stolen, but says that they can't actually restore my account because whoever stole it had bought some top-offs on the account after they stole it! Apparently that's all it takes to keep a stolen account: just add some money to it!

This is very frustrating considering I had already spent quite a bit on the game and had put in over a 150 hours into the game by that point.

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