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tksfr0st's avatar
tksfr0st
5 years ago

Breach of Trust & Security, Made me Quit. Account Hacked. Missing Content.

On Dec/12/20, my Apex Legend Account got HACKED, I had 1050 Apex Coins & 3485 Crafting Metals from which only 50 Apex Coins and 1085 Crafting Metals were Left.

My First Response was that this might be due to some kind of bug like the recent Club Bug sometime if you login it says you are not in a Club then if you restart it adds you back. So, I restarted my game as well as the steam in the hope I get my stuff back. No luck there, then I noticed something that my legends and loadout tab is saying I got something new, when I check I find that I have unlocked multiple stuffs like skins, banners etc. Mostly Uncommon and common & three legendary skins of Hemlok, R-301 & Rampart.

So, I reached out to EA help in the hope of fix, created a case #70608595 same day asking that my Apex Coins and Crafting Metals are missing from game. On which I got a reply that I have spent (1000 Apex coins to purchase an item such as pack on Dec/12/20 02:53AM UTC and 2400 Crafting metals on Dec/12/20 02:57AM UTC.)

Which I clearly did not as I was at work the whole day, then only I realized that my account was hacked and someone spent my coins and metals, then I write back to EA help next day in response to which I get a reply that (In order to resolve this issue, I've sent you a reset password link over email. Please click that link and reset your password. Once done, please do write us back so that we can proceed accordingly.)

When I reset the password, I got locked out of my account unable to login again, I had to contact again EA help live chat case ID #70662346 where they helped me to Recover my account. Then I wrote EA help on my original case #70608595  but did not get any response for next 24hrs, after waiting I contact EA live chat again case ID #70785224 and explain the situation and as no response in my case, after talking to then for almost an hour, I Asked that all the content that got added in my account without my consent maybe reverted back and I may be provided my coins and metals back, if not possible at least provide my Apex Coins back so I can unlock my Battle Pass the main reason I kept those Apex Coins.  

They concluded that (As we checked your case details and checked with the team as well. I found that your account is fully secured and as there is no way to remove content from an account in game, it just gets converted from one type of content to another, so nothing is lost as such, just changed. Then we would not be able to grant you any coins.)

After this conclusion they asked me to keep playing the game, how can I keep playing the game, I clearly not the things I lost but the loss of Trust and Sense of Security after this incidence, how can I trust that my hard earning are safe.

Writing this because just wanted my fellow Apex Players be beware If anyone planning to Spend on the game. You might lose everything and no help will come for you.        

gameplay discussion

9 Replies

  • Midnight9746's avatar
    Midnight9746
    Hero+
    5 years ago
    @tksfr0st Yeah, if your coins or crafting materials ever get used, they don't uncraft/unspend them and set them back to their "original forms". If you craft a skin, or bought one, it's not undoable. Whenever you get in-game content, they don't undo it.

    I think you can ask to refund coins if you bought the wrong Apex coin pack (like say you bought the $100 one instead of the $10), but I'm unsure.

    You should be able to check to see if anyone logged into your account. Even if you find that someone did log in, they won't do much about it, since it could very easily have been you or someone you allowed to use your account, or even someone who got onto your computer.

    If you plan on playing still, I suggest enabling 2 Factor Auth. The EA support team doesn't have any 'control' over your account, besides banning it or helping you reset the password. Whenever I asked if they can see if mine was in-use or something, they said they can't.

    The only time where they did something, was when I asked for help stopping the renewal of the Origin Memebership. An advisor logged into the account (limited access mind you, they didn't have the password and they said they couldn't launch games or anything like that, and they can only access the account for 5 minutes.) While using the limited access, all they did was turn off the renewal. I didn't know how to and didn't want to accidently cancel what remained of the membership.

    In short, all EA staff could ever really do to your account is:

    - Check what accounts are linked (Xbox, PS, Switch, Steam)
    - Check if 2FA is on or off
    - Help reset the password
    - Help turn off a setting, like the membership issue I had

    None of them have access to see your password. They may be able to see the email, although they usually request that when they need to look up my account at least. Just saying these things incase you think EA spent your items.

    I think the reason they don't convert it back and fix it, is because there's a possibility that you're not the account holder or a bug might occur where you keep the item *and* have the coins/crafting materials back. Also, it's EA. If you feel like buying more coins to make up for what was spent, great. Other than that, I don't know.
  • tksfr0st's avatar
    tksfr0st
    5 years ago

    @Midnight9746 Thank you for the Reply.

    Well I am in the loss hear, how can I further play/spend on a game where I don't feel like my time and investment are not safe. Unfortunate with me 6 of my friends are also switching from this game as I quit, we used to play Apex legend daily. 

    We really liked the game no complain in terms of playability, but Its best for me to quit now then go thought this all over again. The spending that happened in my account was spend within the span of 3 mins I don't know weather this was a bug or someone hacked into my account.

  • Midnight9746's avatar
    Midnight9746
    Hero+
    5 years ago
    @tksfr0st No bug would ever craft things for you. Specially when there's specific items that EA support has a record of. You most likely got hacked. Did you get any emails, text messages, or been on a site (usually one that offers free coins or something like that)?

    If you're not careful, things like that can steal your password. If none of those are it, you might have something on your computer (such as a keylogger) that you should scan for to remove, if it is on your computer.

    What's confusing to me is, how you know things were spent within 3 minutes, and why did you notice it today, and not the day of (the 12th), or the following day (the 13th)?

    But yeah, in the end, if you don't feel like you can trust the system, I would stop playing as well. I've heard people lost kills (like one said they lost 100 kills on Bangalore, like the stat was knocked down 100).
  • tksfr0st's avatar
    tksfr0st
    5 years ago

    @Midnight9746  Sorry I checked again it was 4 mins not 3, I found about this from the reply from EA help support mail i received initially have attached a image below for reference.

    Never received such mail or never reached to a site like that i am sure on that part.

    And I should scan my computer now for potential Key loggers on my system, thank you for the advice. 

    And again thank you for replying as no one else feels like they needs to reply in my case. Really appreciate it.

  • E9ine_AC's avatar
    E9ine_AC
    Hero+
    5 years ago
    @tksfr0st Logs do not lie. If others was logging into the account HWID readers and IP readers would of determined it was not the original login pc.

    They openly tell you exactly what day these things was spent/purchased. Again logs don't lie.

    Are you sure you had no family with access to this? Or possibly had a great time that day and have forgotten? There are so many tools at hand in their desposial that them being wrong on this is very very very slim.
  • tksfr0st's avatar
    tksfr0st
    5 years ago

    @E9ine_AC I asked them IP of system logged in and the client used at the time of purchase. Which I never got a reply to, I am sure they much have at least checked once, must have found something, that's why asked me to secure my account first. They are neither accepting nor denying, If my account was hacked.

    And I confirmed with my parents if they touched my PC while I was at work, the reply was as I already knew NO, they never touch my PC as there is an another Laptop for them to use if required.

    Even if purchases were made from my PC they have logs, they can easily match my HWID and prove me a fraud.

  • E9ine_AC's avatar
    E9ine_AC
    Hero+
    5 years ago
    @tksfr0st Well they kinda did. They said the purchase was done by you via they checked all aspects.
  • tksfr0st's avatar
    tksfr0st
    5 years ago

    @E9ine_AC the spending was done on my account, that does not imply that I have spend those resources, why do I have to go through all this hassle I have more to loose and I did loose.

    If I was the one who did spend those I could have just left it after the conclusion of EA Support.

    I was not happy with the conclusion so reached out to community.

    Attached final reply from support.

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