Maybe you just should be happy that you got your account back? When skimming through the log, its seems to me that your fundamental attitude over this situation is that Respawn "owes" you since your account got hacked, which they dont. Its like losing your wallet, and when the police later finds it emptied of all cash, you demands to be reimbursed by the police.
They explain to you that they cant reset accounts of technical reasons and think its understandable that they wouldn't do this even if they could out of principle. People could abuse this by buying alot of coins and spend them on packs on a VPN connection and if they arent happy with the RNG outcome of the loot, they would say their account got hacked and demand a reset. So if Respawn allowed this, they would have to allocate a lot of resources of having employees to examine each individual case if it seemed legit. Its much easier to just deny all. And you didnt really lose any "Apex coin value" since you got to keep whatever this presumed hacked bought.
Everyone is conveniently forgetting the main point about my rank. Even if you dissagree that I should be able to revert purchases on my account that weren't made by me (Don't make these wrong analogies. The money isn't gone, I'm returning the stuff the thief bought in my name to the store where the thief bought it. the police in this case would be my friend who notified me of my account being stolen. I'm not asking him for my coins). They are at least responsable for providing me a good game experience for a game I payed for. Now i'm stuck playing (and losing) a game against people way better than me. That's not a good experience for me, nor for the people playing against me.
I also don't agree with your cost analysis. Helping me with a problem I allready fixed myself and in the end dissapointing me by telling me they can't do anything takes the same time as helping me. With the added benifit that they would keep a happy and spendig customer. I also don't think that people using this to rerole would be a issue since A. that is a lot of trouble to go through for a rerole. B. you could only rerole once because everyone receiving that option would get 2 factor authentication. C. They woudn't even have to spend time to check the validity because even if everyone would do the shady thing you described, worst case scenario: giving people 1 rerole is the cheapest way to make sure your playerbase is protected with 2 factor authentication. But that's all besides the point because it assumes all players are bad people to begin with. And if you treat every player like the worst player in the group it's normal for good people to not feel welcome playing the game. Resulting in good customers leaving and rule breaking customers staying. that seems like the most expensive option to me.
Well, no I didnt forget about the rank. They did explain to you that its not possible for them to "revert" accounts or modify loot content of an account for technical reasons. So this means they cant "take back" loot from you that you already own OR reset the rank, meaning that these issues are already solved. There is nothing they can do about it.
So the only question that remains is if they would give you back the Apex coin and let you keep whatever loot this hacker bought for you, a question that dont really have an opinion about, but what I mean is that I do understand why Respawn choose to go with the "no refund if you get hacked"-policy. There are millions of players and they probably get thousands of similar mails every day about coin refunds. "I bought the wrong skin, can I get a refund?", "my little brother logged in on my account and bought stuff, can I get a refund?" etc etc. So all im saying is that I understand that its much easier to have this canned answer that a customer support guy can give in all cases, rather than having to deal with each and every case, involving technical staff etc.
These two replies says it all:
"I wish I could restore it however, as you know that all system is automatic and controlled by servers and we can't overwrite the servers therefore we cannot alter it through any tools or other
"I wish we could but sad part is that we do not have option to compensate at all in apex hacked account issue and I have already confirmed it for you with my specialist team and they denied it."
Yeah, well... I think that's bad service hence why they lost me as a player. Which is way more expensive. And if adding a solution where customer service can adjust your rank would keep all those players I think that's that would be a worthwhile addition. I didn't come to the feedback forum to hear that the things I'm suggesting aren't a feature right now.
Community Manager
