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Hey guys! Does anybody know by chance a way to get back at SSG for having terrible customer support and to speed things up? (e.g is informing authorities like police or whatever possible?)
Reason I ask is because, seeing all your reports, they seem to be acting shady which should be investigated properly.
E7 doesn't seem to be responsive either, so unless we massmail them it's likely to be ignored.
I'm very frustrated and it's annoying to be helpless against a company like this.
Hey guys!
Just wanted to say that I couldn't log into my account no matter the times I reset med password. I am a premium player from 2013.
I issued a request about it at July 16 (2022), got the reply that it was forwarded to the relevant team July 19 (2022) and they had solved it July 26 (2022). They had to release a suspension on my account after third parties had attacked it. I reset my password and was able to log in again :)
Crossing my fingers that all of you will get a quick reply and they can solve the problems!
Thanks! I'm happy to see some people are receiving proper support.Quote:
Originally Posted by FairyBird
I'm still left without answers and it's infuriating. Should I make a new ticket? I really don't know anymore.
Hello,Quote:
Originally Posted by FairyBird
Do you mind me asking you, is your account a lifetime account or a normal account?
I'm posting on a new account I just made. My main account that I haven't used in the last few months appears to have been compromised and the email address changed so I can't change the password. That was an account going back to beta with various upgrades and stuff. I'm pissed about it, but it happens especially on a system where there's no MFA or other login verification. So I'm disappointed with this company over not having a modern security system in place, but what I'm more concerned about is what I'm reading about lack of customer service response. How long should I expect to wait before I get a reply from them?
Hello, yes but I'm not a lifetimer, mine account was a normal VIP, old but normal. Some russian guy stolen and changed the email.Quote:
Originally Posted by Escozul01
I believe I'm in the same situation as the poster above, but this morning I got an email essentially telling me that they wouldn't be restoring my account and that it's my fault, and they'll ignore any replies I make to them about it. I am not making this up - here's the text of the email:
***************
Thank you for your reply.
After further review, this account cannot be released. Please note that players are responsible for their account’s security and the Support Team does not mediate account ownership disputes. We reserve the right in our sole and absolute discretion to suspend and/or terminate your account and restrict your access to the Daybreak Games if you do not comply with the Daybreak Terms of Service, Daybreak Privacy Policy, Daybreak End User License Agreement and/or any other terms and conditions that may apply to your access to and/or use of any Daybreak Game(s).
You can find more information on Daybreak Games’ Terms of Service here: https://www.daybreakgames.com/terms-of-service
As we cannot assist further, any future responses or inquiries regarding this account will not receive a response.
Kind regards,
Customer Support
Standing Stone Games
***************
"account ownership disputes" It's NOT a dispute, my account was stolen!
My account goes back to the beta with lots of purchases on it over the years. Extremely disappointed and frustrated - given the lack of security and regular "no response from site" type of shenanigans on this website, I think it's as likely that the hack was due to their lack of security as anything I did on my end. No MFA, no IP verification, nothing. Play this game at your own risk folks, be wary. There is zero customer loyalty from SSG.
This is the exact email I received as well. I had a lifetime account as well and I will no longer be buying any game owned by SSG because of this. Its a shame this is how they are treating people who help fund the game when it was barely alive and now they are just removing all lifetime accounts.Quote:
Originally Posted by lefty2022
I didn't even have a lifetime account. I was an on and off VIP subscriber with a lot of LOTRO points and manually purchased expansions. I'm so disappointed, it's a feeling of betrayal actually.
You are the first one I've heard of not getting back their account without a lifetime account. All other people who are locked out seem to be old lifetime account holders.Quote:
Originally Posted by lefty2022
But I'm trying to find the pattern. Some people do get back their accounts. Some have reported that they lost access to their account and SSG recovered it for them.
The email I got was not about "account disputes". It was about "account security is your responsibility". They seem to have a similar approach to every case but not exactly the same.
When I ask "Why" They just don't respond and close the ticket.
According to the definition of the lifetime account however, they have the obligation to provide me with access to my account for the duration of the lifetime of the game. That's the most important part of the aggreement and can be legaly disputed. All other perks and addons of lifetime and VIP accounts can be discussed, but this is really important.
This is an EU based company right? From what I know they have their headquarters in Sweden. I don't believe that they cannot be reasoned with when legal action can be taken.
However, we need to stick together about this. Going after this company requires us to help eachother. I belive that they count on the fact that people will not launch a cross-border legal dispute over a Video Game.
We don't even need to go all the way at first. We only need to be willing to see this through. We can start with a letter from an attorney and be willing to follow through all the way to court.
That's how I see it. I'm pissed but we can't leave this dangling. It's unfair, wrong and I bet my @@s it's illegal.
Im having the same issuse. Support acuses me of losing my account, but I have done nothing. It is banned by them, and they dont give any information. Looks like SSG suffered a security breack and have banned some accounts. AFAIK... when a company suffers secury breach and personal data is compromised, they have to inform it to public, and to users and authorities. I have never received any iformation about it. And looks like SSG didnt inform autorithies about the breach.Quote:
Originally Posted by GoshDiggityDarnit
Did you manage to access to you account? Im invocating EU General Data Regulation, where we have the right to access to our personal data.
Its frustating and concerning
Same issue. It donesnt matter if this is a company from the EU. Since they operate services on the EU, EU Personal Data Regulation is applied, so we should be able to access to our data. Has anyone reported this to autorities?Quote:
Originally Posted by Escozul01
Last week my lifetime account got suspended as well. As seems to be the norm with the other cases on the forums no explanation was given and no email received. Main difference is I have been playing for the last few years without an extended break and I randomly received the suspended message while I had already been logged into the game for some time. Took 5 days to hear back from CS asking for information for verification which I provided as best as I could remember from 2007 (I supplied current information as well as what I could remember from 2007). I even offered to forward the 2007 account creation email since I still have the email I used back then for account creation. I have never had my account/email hacked. None of that seems to matter though since 7 days after original ticket was submitted I just got the same generic termination message as above that my account could not be released with no further explanation and the ticket is closed :mad:
Nearly 16 years of loyalty to this game and this is how loyalty is repaid? No regards to money spent and the huge amount of time spent on characters and zero transparency as to why this is even happening. This is a violation of consumer law in my country. I had drafted a letter of complaint a few days ago, I had hoped this would be resolved quickly and that I wouldn't need to lodge this but appears I have no other choice.
Hello! Im very sorry for your situation. Everything is doing SSG looks unfair and illegal. Im sending reports, sending petitions and I always get same generic email like you. They simply negate you get account back. And this happens only here. If you lose Steam, WoW or bank account... you can always get it back. Its the normal thing. Here nope, they simply ban account for unknow reasons they dont explain.Quote:
Originally Posted by Gruff00
We are a lot of userts with the problem, and must keep reporting this fraud. We have payed for some conents and they, arbitrarily, dont let us access them. Its illegal. Apart, they dont access to personal data located on the account, so its illegal, at least from European Union data protection laws.
I wrote a topic on general lotro forums but was closed
Exactly the same here, been playing since beta, I have a lifetime account, tried to come back after a break and found myself bannedQuote:
Originally Posted by Gruff00
I just read this more closely and saw that you didn't actually have a break in your case, that's very interesting. Was the password you used also used for any other sites? Just trying to think if it could possibly have happened due to another site being breached, because if not then we know this is definitely a breach of SSGQuote:
Originally Posted by Gruff00
Codemasters who ran EU end of Lotro had a security breach in 2011Quote:
Originally Posted by Kuiv
https://www.bbc.co.uk/news/technology-13731822
Turbine who ran the US Lotro also had a security breach in 2011
https://www.engadget.com/2011-10-12-...s_M0D9UuMwZVQL
Standing Stone Games also reset passwords of old accounts in 2021 (companies usually do this when they suspect a security breach )
https://massivelyop.com/2021/05/17/l...unt-passwords/
Quote:
“As part of our effort to keep people’s game accounts secure, we have reset the passwords for all game accounts that have not been logged into in more than two years,” the studio posted. “Your game account and all of its data remains intact! In order to log in, you will need to reset your password through the Forgot My Password reset procedure.”
As you can see there has been more than 1 security breach of lotro user information and companies usually reset passwords when it happens. The customer service team blaming the account holder without proof are wrong. Anyone can google lotro security breach and find numerous stories about breaches over the years. It could be any one of these breaches or a new one that got the account stolen as it takes time to detect or investigation a breach.
Since it takes months to get a reply from the customer services team I can only imagine it would equally take them months to pick up on any breach and I'm doubtful they would make it public unless they absolutely had too.
As others have said many other games companies out there would recover your account for you in these circumstances without any fuss or hassle.
I suspect that SSG's customer services team are so swamped in tickets (months behind) that blaming the account holder is the easiest way of resolving them tickets quickly so they can clear their support queue. Their staff & managers under pressure to clear the queue quickly and as a result your lucky to get anyone willing to put the time in to help you. Investigating a account security breach and recovering the account requires more work for the customer service agent then telling you "tough luck"
I have worked with customer service departments with other companies on CS tickets and all too often the level of help you get is dependant on the staff level, it's training and who you get managing your ticket. If company policy is "Breached/Hacked Account Solution = ALWAYS Blame account holder / do nothing" than they are NOT operating within the law. This is because companies get breached / hacked every single year and its the company's responsibility to protect your information. As per data protection act. They also have to comply with any request you make for your account information so long as you can reasonably prove your identity.
Just a quick head up, as I also mentioned earlier my acct was also compromised and I opened a ticket on June 25th, 2021. Just checked my ticket log on https://help.standingstonegames.com/ and I see that they CLOSED recently as SOLVED without ANY messages, emails, anything. What a joke. I hoped I could get my 15 years old VIP account back, but no. Shame on you SSG. I submitted a followup ticket, just for fun and giggles now...
I can't recall ever using the same email password combination over the years and certainly not the same username/password combination.Quote:
Originally Posted by spectre19892
I recently got a 2nd ticket rejected by CS over my lifetime account suspension. This is despite me actually being logged into the game at the time of the suspension and my email being the only one ever used in the account's nearly 16 year history, so my account is very clearly not in dispute. I offered irrefutable proof of account ownership with identity, credit card (only my name and credit card have ever been used in account history), all my game keys and even physical evidence from my original game box from 2007. It is blatantly obvious that I am the account owner, but CS cite that 'internal policy' is in accordance without even telling me the reason for the suspension in the first place!
I don't even know how to put into words how frustrating this entire situation has been and how unhelpful CS are being. There are many people with similar stories on Reddit. This complete lack of transparency on the issue is what is leading to many people speculating whether their accounts were hacked or their accounts are being targeted by SSG.
This 'policy' of suspending lifetime accounts without giving any reason or explanation without the slightest intention of rendering help is very short sighted. Lifetime players represent some of the oldest and most loyal players in the game, who have built many friendships over the years. Mistreatment of customers like this on such an egregious level ripples not only through our circles of friends, but throughout the community. I know many of my friends are now tentative about spending any more time or money on this game when there is no guarantee that their accounts won't be randomly taken away from them with no reasons given, as has happened with me.
I have sent two messages to CS now both of which have been rejected and a DM to Cord which has not been opened in nearly a week. I had hoped this would be resolved quickly given the circumstances and overwhelming proof of identity/account ownership. I see now that the only way we might get any kind of fair resolution for these unlawful account suspensions is to make this issue as publicly known as possible.
Yeah, to be honest I'd be willing to create a new account and pay for the content again at his point, it's been a while and I wouldn't mind replaying a lot of it. But the main thing stopping me is I don't know the same thing won't happen again!Quote:
Originally Posted by Gruff00
:mad:Quote:
Originally Posted by Kuiv
Might want to make that new account and pop the FREEQUESTS2022 coupon on it. That way you at least have access to most of the game as a consolation prize.Quote:
Originally Posted by spectre19892
adding my self to the list I paid monthly for the first two years of the game then got a lifetime account before it went F2P.
Didn't have a computer that could run it for a while as I was traveling.
When I tried to access it again, I would receive reset password email but even with new credentials, it is not working.
The account has been that way for more then 4 years, no help from support so far.
Thank you friendQuote:
Originally Posted by Vilan
It's really enraging honestly the way they handle this stuff. Tickets closed with no comments. People with years of purchases and playtime just completely discarded as customers. They just don't give a ####.