So fing die ganze Geschichte an, und mein Untergang nahm seinen Lauf...
Obwohl die Zwei-Faktor-Authentifizierung aktiviert ist, erhalte ich keinen Bestätigungscode, obwohl das eigentlich passieren sollte, wenn etwas an meinem Konto geändert wird. Ich kann auch nicht auf den Link „E-Mail-Änderung rückgängig machen“ klicken, er ist nicht anklickbar.
Das ist EAs hochgeschätzte und hochgelobte Kontosicherheit, die nun auf der Seite der Hacker steht. Ich habe die letzten sieben Tage damit verbracht, unzählige Stunden damit zu verbringen und in unzähligen Fällen den EA-Support zu kontaktieren. Ich kann das Ergebnis vorhersagen: Ich bekomme mein Konto nicht zurück, obwohl es eindeutige Beweise dafür gibt, dass es mir gehört. Ich habe über 250 Stunden im Spiel verbracht, und jetzt ist es wertlos.
Was waren meine Beweise?
1. E-Mail für den Login 2. E-Mail (vom Hacker entfernt) IP-Adresse Kaufbeleg (für das Spiel selbst und auch für EA Play) EA-E-Mail, aus der ersichtlich ist, wann genau der Account gehackt wurde
Warum will EA meinen Account nicht zurückgeben?
Ich weiß meine Erstellungs-E-Mail-Adresse nicht mehr, weil ich sie vor Ewigkeiten geändert und gelöscht habe. Ich weiß sie einfach nicht mehr! Okay, und jetzt ist der Hacker sicher? Echt jetzt, EA? Ich kann ehrlich gesagt gar nicht in Worte fassen, wie enttäuscht ich vom Verhalten des Kundensupports bin. Ich habe über 20 Mitarbeiter angeschrieben und, wie gesagt, tagelang im Support verbracht – ohne Erfolg. Eine Zeitverschwendung, wirklich traurig :(
Ich spiele seit FIFA 13 mit Freude, mal mehr, mal weniger :) Aber dieser Vorfall hat mich dazu gebracht, nie wieder ein EA-Produkt anzuschauen, geschweige denn einen Cent dafür auszugeben. Ich habe nie Coins von dubiosen Seiten gekauft oder meine Daten einfach so preisgegeben. Dann würde ich es verstehen. Dann wäre ich selbst schuld, wenn mich jemand hacken würde. Aber das ist nie passiert!
Ich habe natürlich alle Chats mit den Mitarbeitern und würde sie bei Bedarf gerne offenlegen. Ich hoffe immer noch (aus welchem Grund auch immer), dass ich meinen Account zurückbekomme. Aber im Grunde ist es ja so: EA schützt zwar Hacker, aber keine langjährigen Kunden. Tut mir leid, aber so ist meine Erfahrung. Fragen beantworte ich gerne, kein Problem … Vielleicht gibt es ja noch jemanden, der ähnliche Erfahrungen gemacht hat?
Auch wenn ich nur ein Nutzer bin und dir leider nicht weiterhelfen kann, würde ich gern ein paar Gedanken zu deiner Problembeschreibung loswerden.
Wenn ich mich recht entsinne, hatte EA vor ca. 1,5 Jahren die komplette Struktur der EA-Help-Seite verändert und damit augenscheinlich vollständig alle telefonischen Kontaktmöglichkeiten entfernt. Dabei kann man bei einem Telefonat weit mehr Informationen austauschen als in derselben Zeit per Chat. Hinzu kommt, dass bei der akustischen Kommunikation durch Ausdrucksweise und Stimmlage automatisch auch Indizien für die Enttäuschung, Frustration und Glaubwürdigkeit vermittelt werden. Warum wurde diese Option also gestrichen? Vermutlich weil man als Kunde dann noch deutlicher mitbekommen würde, dass da irgendwo in Europa "Mitarbeiter" sitzen, die nur bedingt der deutschen Sprache mächtig sind, die nicht selten keine Ahnung haben, wovon man überhaupt spricht und die selbst wohl keinerlei Rechte oder Instrumente mehr besitzen, um selbst etwas zu begünstigen.
Inzwischen muss man, um überhaupt einen Chat-Kontakt zu finden, in thematisch fremden Bereichen suchen. Das Ganze erweckt zunehmend den Eindruck, als betreibt EA den Support nur noch zum Schein, weil dieser Support selbst nicht mehr helfen kann, helfen will oder helfen darf!? Es werden im Höchstfall nur noch Probleme an irgendweche Instanzen weitergegeben ... z.B. dieses mysteriöse "Terms of Service"-Team. Niemand weiß wo die sitzen (mutmaßlich in Kanada), wie viele Leute da beschäftigt sind, ob die überhaupt deutsche Hintergrundbeschreibungen (wie deine) verstehen oder ob es doch nur irgendwelche Automatismen (Scripte) sind, die die Plausibilität der Meldung prüfen?
Wenn ich irgendwelche Leute melde, die im Rush Modus den Controller einklemmten, und damit selbstgefällig die Zeit der Mitspieler verschwendeten, dann bekomme ich 6-12 Stunden später eine E-Mail mit einem Standard-Text, in dem nicht einmal der Username des gemeldeten Nutzers vermerkt ist. Dafür steht in diesen E-Mails, dass meine Meldung "überprüft" wurde, aber keine Maßnahmen gegen den gemeldeten Nutzer ergriffen wurden.
Das sind zweifellos irgendwelche Automatismen, die da ablaufen! Bei mutmaßlich hunderttausenden Meldungen pro Tag, wird sich auch kein Mensch die Mühe machen und beispielsweise den Verlauf eines Spiels überprüfen, nur um herauszufinden, wo die mögliche Ursache für die Meldung liegen könnte. Ganz ähnlich könnte es mit den täglichen Meldungen zu "gehackten" Konten aussehen!?
Basierend auf all den gerade genannten Faktoren, habe ich leider wenig Hoffnung, dass du einen Mitarbeiter finden wirst, der engagiert und tiefgründig deinen Fall überprüft und dafür sorgen wöllte, dass du dein Konto weiter nutzen kannst.
======================================== Wenn ich deine Beschreibung richtig verstanden habe, dann hattest du deine erste E-Mail-Adresse (Nr. 1) irgendwann mal durch eine neue (Nr. 2) ersetzt, hast aus Sicherheitsgründen sogar eine zweite E-Mail-Adresse (Nr. 3) hinzugefügt und die Zwei-Faktor-Authentifizierung aktiviert!? Die Codes zur Anmeldung wurden anschließend immer an die E-Mailadresse Nr. 2 gesendet?
Die Frage wäre also, wie konnte sich jemand in dein EA-Konto einloggen, ohne dein Passwort zu kennen und Zugriff auf dein E-Mail-Konto zu haben!? Ich will dir gewiss nichts unterstellen, aber könnte es sein, dass jemand Zugriff auf dein E-Mailkonto (Nr. 2) erlangt hat, um Sicherheitscodes abzufangen und ggf. die Änderung des Passworts bei EA zu erwirken? War dein Passwort vielleicht zu schwach oder nutzt du gar ein Passwort für mehrere Zugänge? Der Grund dafür, dass Jemand deine zweite E-Mail-Adresse (Nr. 3) gelöscht haben soll, ist mir allerdings ein Rätsel.
Hat der EA-Chat überhaupt einen Fremdzugriff (durch ausländische IP-Adressen) bestätigt und Geschwister, enge Freunde, die Freundin oder Partnerin oder eigene Kinder kannst du sicher für den Zugriff ausschließen? Ebenso wäre ein Zugriff auf dein Konto über dein Handy denkbar, sofern du die Companion App nutzen solltest.
Mir geht es primär um die Ursachensuche, denn Brute Force Angriffe, wie sie noch zur Jahrtausendwende möglich waren, sollten heute (durch serverseitige Sicherheitsmechanismen - wie IP-Sperren oder eine begrenzte Anzahl an fehlerhaften Loginversuchen) kaum noch möglich sein.
Ich benötige übrigens keine Antworten auf die von mir aufgeworfenen Fragen! Vielmehr sollen sie dir dabei helfen, nach möglichen Ursachen zu suchen oder neue Argumente zu finden, die deine Unschuld bekräftigen können.
Ich habe deinen Beitrag einmal ins richtige Unterforum verschoben.
Der Beitrag von midge-zev ist sehr gut um vllt schon mal etwas klarheit zu bekommen.
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Hallo Leute!
So fing die ganze Geschichte an, und mein Untergang nahm seinen Lauf...
Obwohl die Zwei-Faktor-Authentifizierung aktiviert ist, erhalte ich keinen Bestätigungscode, obwohl das eigentlich passieren sollte, wenn etwas an meinem Konto geändert wird. Ich kann auch nicht auf den Link „E-Mail-Änderung rückgängig machen“ klicken, er ist nicht anklickbar.
Das ist EAs hochgeschätzte und hochgelobte Kontosicherheit, die nun auf der Seite der Hacker steht. Ich habe die letzten sieben Tage damit verbracht, unzählige Stunden damit zu verbringen und in unzähligen Fällen den EA-Support zu kontaktieren. Ich kann das Ergebnis vorhersagen: Ich bekomme mein Konto nicht zurück, obwohl es eindeutige Beweise dafür gibt, dass es mir gehört. Ich habe über 250 Stunden im Spiel verbracht, und jetzt ist es wertlos.
Was waren meine Beweise?
1. E-Mail für den Login 2. E-Mail (vom Hacker entfernt) IP-Adresse Kaufbeleg (für das Spiel selbst und auch für EA Play) EA-E-Mail, aus der ersichtlich ist, wann genau der Account gehackt wurde
Warum will EA meinen Account nicht zurückgeben?
Ich weiß meine Erstellungs-E-Mail-Adresse nicht mehr, weil ich sie vor Ewigkeiten geändert und gelöscht habe. Ich weiß sie einfach nicht mehr! Okay, und jetzt ist der Hacker sicher? Echt jetzt, EA? Ich kann ehrlich gesagt gar nicht in Worte fassen, wie enttäuscht ich vom Verhalten des Kundensupports bin. Ich habe über 20 Mitarbeiter angeschrieben und, wie gesagt, tagelang im Support verbracht – ohne Erfolg. Eine Zeitverschwendung, wirklich traurig :(
Ich spiele seit FIFA 13 mit Freude, mal mehr, mal weniger :) Aber dieser Vorfall hat mich dazu gebracht, nie wieder ein EA-Produkt anzuschauen, geschweige denn einen Cent dafür auszugeben. Ich habe nie Coins von dubiosen Seiten gekauft oder meine Daten einfach so preisgegeben. Dann würde ich es verstehen. Dann wäre ich selbst schuld, wenn mich jemand hacken würde. Aber das ist nie passiert!
Ich habe natürlich alle Chats mit den Mitarbeitern und würde sie bei Bedarf gerne offenlegen. Ich hoffe immer noch (aus welchem Grund auch immer), dass ich meinen Account zurückbekomme. Aber im Grunde ist es ja so: EA schützt zwar Hacker, aber keine langjährigen Kunden. Tut mir leid, aber so ist meine Erfahrung. Fragen beantworte ich gerne, kein Problem … Vielleicht gibt es ja noch jemanden, der ähnliche Erfahrungen gemacht hat?
Peace!
","body@stringLength":"2898","rawBody":"
Hallo Leute!
So fing die ganze Geschichte an, und mein Untergang nahm seinen Lauf...
Obwohl die Zwei-Faktor-Authentifizierung aktiviert ist, erhalte ich keinen Bestätigungscode, obwohl das eigentlich passieren sollte, wenn etwas an meinem Konto geändert wird. Ich kann auch nicht auf den Link „E-Mail-Änderung rückgängig machen“ klicken, er ist nicht anklickbar.
Das ist EAs hochgeschätzte und hochgelobte Kontosicherheit, die nun auf der Seite der Hacker steht. Ich habe die letzten sieben Tage damit verbracht, unzählige Stunden damit zu verbringen und in unzähligen Fällen den EA-Support zu kontaktieren. Ich kann das Ergebnis vorhersagen: Ich bekomme mein Konto nicht zurück, obwohl es eindeutige Beweise dafür gibt, dass es mir gehört. Ich habe über 250 Stunden im Spiel verbracht, und jetzt ist es wertlos.
Was waren meine Beweise?
1. E-Mail für den Login 2. E-Mail (vom Hacker entfernt) IP-Adresse Kaufbeleg (für das Spiel selbst und auch für EA Play) EA-E-Mail, aus der ersichtlich ist, wann genau der Account gehackt wurde
Warum will EA meinen Account nicht zurückgeben?
Ich weiß meine Erstellungs-E-Mail-Adresse nicht mehr, weil ich sie vor Ewigkeiten geändert und gelöscht habe. Ich weiß sie einfach nicht mehr! Okay, und jetzt ist der Hacker sicher? Echt jetzt, EA? Ich kann ehrlich gesagt gar nicht in Worte fassen, wie enttäuscht ich vom Verhalten des Kundensupports bin. Ich habe über 20 Mitarbeiter angeschrieben und, wie gesagt, tagelang im Support verbracht – ohne Erfolg. Eine Zeitverschwendung, wirklich traurig :(
Ich spiele seit FIFA 13 mit Freude, mal mehr, mal weniger :) Aber dieser Vorfall hat mich dazu gebracht, nie wieder ein EA-Produkt anzuschauen, geschweige denn einen Cent dafür auszugeben. Ich habe nie Coins von dubiosen Seiten gekauft oder meine Daten einfach so preisgegeben. Dann würde ich es verstehen. Dann wäre ich selbst schuld, wenn mich jemand hacken würde. Aber das ist nie passiert!
Ich habe natürlich alle Chats mit den Mitarbeitern und würde sie bei Bedarf gerne offenlegen. Ich hoffe immer noch (aus welchem Grund auch immer), dass ich meinen Account zurückbekomme. Aber im Grunde ist es ja so: EA schützt zwar Hacker, aber keine langjährigen Kunden. Tut mir leid, aber so ist meine Erfahrung. Fragen beantworte ich gerne, kein Problem … Vielleicht gibt es ja noch jemanden, der ähnliche Erfahrungen gemacht hat?
Peace!
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So fing die ganze Geschichte an, und mein Untergang nahm seinen Lauf... 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Ace","color":"000000","icon":null,"rankStyle":"TEXT"},"User:user:312923":{"__typename":"User","id":"user:312923","uid":312923,"login":"midge-zev","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2014-06-09T08:31:43.516-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://eaavatarservice.akamaized.net/production/avatar/prod/44/740/416x416.JPEG"},"rank":{"__ref":"Rank:rank:13"},"entityType":"USER","eventPath":"community:tghpe58374/user:312923"},"ModerationData:moderation_data:12057240":{"__typename":"ModerationData","id":"moderation_data:12057240","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:12057240":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:312923"},"id":"message:12057240","revisionNum":1,"uid":12057240,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:ea-forums-general-discussion-de"},"parent":{"__ref":"ForumTopicMessage:message:12056243"},"conversation":{"__ref":"Conversation:conversation:12056243"},"subject":"Re: Account gehackt & EA ist auf der Hackerseite","moderationData":{"__ref":"ModerationData:moderation_data:12057240"},"body":"
Auch wenn ich nur ein Nutzer bin und dir leider nicht weiterhelfen kann, würde ich gern ein paar Gedanken zu deiner Problembeschreibung loswerden.
Wenn ich mich recht entsinne, hatte EA vor ca. 1,5 Jahren die komplette Struktur der EA-Help-Seite verändert und damit augenscheinlich vollständig alle telefonischen Kontaktmöglichkeiten entfernt. Dabei kann man bei einem Telefonat weit mehr Informationen austauschen als in derselben Zeit per Chat. Hinzu kommt, dass bei der akustischen Kommunikation durch Ausdrucksweise und Stimmlage automatisch auch Indizien für die Enttäuschung, Frustration und Glaubwürdigkeit vermittelt werden. Warum wurde diese Option also gestrichen? Vermutlich weil man als Kunde dann noch deutlicher mitbekommen würde, dass da irgendwo in Europa \"Mitarbeiter\" sitzen, die nur bedingt der deutschen Sprache mächtig sind, die nicht selten keine Ahnung haben, wovon man überhaupt spricht und die selbst wohl keinerlei Rechte oder Instrumente mehr besitzen, um selbst etwas zu begünstigen.
Inzwischen muss man, um überhaupt einen Chat-Kontakt zu finden, in thematisch fremden Bereichen suchen. Das Ganze erweckt zunehmend den Eindruck, als betreibt EA den Support nur noch zum Schein, weil dieser Support selbst nicht mehr helfen kann, helfen will oder helfen darf!? Es werden im Höchstfall nur noch Probleme an irgendweche Instanzen weitergegeben ... z.B. dieses mysteriöse \"Terms of Service\"-Team. Niemand weiß wo die sitzen (mutmaßlich in Kanada), wie viele Leute da beschäftigt sind, ob die überhaupt deutsche Hintergrundbeschreibungen (wie deine) verstehen oder ob es doch nur irgendwelche Automatismen (Scripte) sind, die die Plausibilität der Meldung prüfen?
Wenn ich irgendwelche Leute melde, die im Rush Modus den Controller einklemmten, und damit selbstgefällig die Zeit der Mitspieler verschwendeten, dann bekomme ich 6-12 Stunden später eine E-Mail mit einem Standard-Text, in dem nicht einmal der Username des gemeldeten Nutzers vermerkt ist. Dafür steht in diesen E-Mails, dass meine Meldung \"überprüft\" wurde, aber keine Maßnahmen gegen den gemeldeten Nutzer ergriffen wurden.
Das sind zweifellos irgendwelche Automatismen, die da ablaufen! Bei mutmaßlich hunderttausenden Meldungen pro Tag, wird sich auch kein Mensch die Mühe machen und beispielsweise den Verlauf eines Spiels überprüfen, nur um herauszufinden, wo die mögliche Ursache für die Meldung liegen könnte. Ganz ähnlich könnte es mit den täglichen Meldungen zu \"gehackten\" Konten aussehen!?
Basierend auf all den gerade genannten Faktoren, habe ich leider wenig Hoffnung, dass du einen Mitarbeiter finden wirst, der engagiert und tiefgründig deinen Fall überprüft und dafür sorgen wöllte, dass du dein Konto weiter nutzen kannst.
======================================== Wenn ich deine Beschreibung richtig verstanden habe, dann hattest du deine erste E-Mail-Adresse (Nr. 1) irgendwann mal durch eine neue (Nr. 2) ersetzt, hast aus Sicherheitsgründen sogar eine zweite E-Mail-Adresse (Nr. 3) hinzugefügt und die Zwei-Faktor-Authentifizierung aktiviert!? Die Codes zur Anmeldung wurden anschließend immer an die E-Mailadresse Nr. 2 gesendet?
Die Frage wäre also, wie konnte sich jemand in dein EA-Konto einloggen, ohne dein Passwort zu kennen und Zugriff auf dein E-Mail-Konto zu haben!? Ich will dir gewiss nichts unterstellen, aber könnte es sein, dass jemand Zugriff auf dein E-Mailkonto (Nr. 2) erlangt hat, um Sicherheitscodes abzufangen und ggf. die Änderung des Passworts bei EA zu erwirken? War dein Passwort vielleicht zu schwach oder nutzt du gar ein Passwort für mehrere Zugänge? Der Grund dafür, dass Jemand deine zweite E-Mail-Adresse (Nr. 3) gelöscht haben soll, ist mir allerdings ein Rätsel.
Hat der EA-Chat überhaupt einen Fremdzugriff (durch ausländische IP-Adressen) bestätigt und Geschwister, enge Freunde, die Freundin oder Partnerin oder eigene Kinder kannst du sicher für den Zugriff ausschließen? Ebenso wäre ein Zugriff auf dein Konto über dein Handy denkbar, sofern du die Companion App nutzen solltest.
Mir geht es primär um die Ursachensuche, denn Brute Force Angriffe, wie sie noch zur Jahrtausendwende möglich waren, sollten heute (durch serverseitige Sicherheitsmechanismen - wie IP-Sperren oder eine begrenzte Anzahl an fehlerhaften Loginversuchen) kaum noch möglich sein.
Ich benötige übrigens keine Antworten auf die von mir aufgeworfenen Fragen! Vielmehr sollen sie dir dabei helfen, nach möglichen Ursachen zu suchen oder neue Argumente zu finden, die deine Unschuld bekräftigen können.
Ich wünsche dir viel Erfolg!
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Ich habe deinen Beitrag einmal ins richtige Unterforum verschoben.
Der Beitrag von midge-zev ist sehr gut um vllt schon mal etwas klarheit zu bekommen.
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