My account got hacked and Ubisoft won't do anything about it
TL;DR: My accounts were compromised in a mass hack, including my Ubisoft account. Despite providing extensive proof of ownership (linked Steam/Epic details, email history, screenshots), Ubisoft Support claimed they couldn't verify ownership and closed the case.
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I've read a ton of posts now from Steam to r/Rainbow6 talking about how they've had their accounts stolen and Ubisoft won't do a thing. The same has happened to me, and I'm livid.
On June 11, I received three emails stating that there was a request to change my password, my password was changed, and then a request for an authentication code. All my other accounts got hacked at the time, and I didn't notice until a week later. I attempted to login, but obviously my password didn't work and I tried to reset it. I didn't get any emails (not even in spam) and contacted support to recover my account.
Support "sent me" a code with a verification link, but that email didn't show up either:
>For security reasons and to confirm that you are the account owner before we assist you with the recovery, we will need to verify your ownership of the account first. An email has been sent to your email address with a verification link. Please click the link to complete verification. The link is valid for 72 hours.
I let them know that I didn't get the email, and they told me that they would escalate the issue further:
>Thanks for letting us know you did not receive the email to verify the Ubisoft account. I see you need help recovering a Ubisoft account. In order to continue helping you we will be escalating this case to the appropriate team so they can check the account and the information provided, as soon as we get an answer from that team we will be answering you back! Thank you for your patience.
I waited 8 days before letting them know I still haven't received any word, and then this morning they told me that there was no way to verify I was the account owner and they would close the case:
>We understand that you are still not able to access your Ubisoft Account as you believe it was compromised.
>Ubisoft takes account security very seriously. Following your request to make modifications to or share information from a Ubisoft Account, we have conducted a thorough security review. Unfortunately, we were unable to verify that you are the owner of the account in question.
>To protect the security of the account, we will be unable to assist you further in this instance. Should the situation evolve and you obtain new information or access that could help to confirm your identity, please open a new request.
>If you have no further requests, I will go ahead and close this case. Should you have any other questions or issues, feel free to reopen this case by replying to this email or create a new one anytime through the Help Portal.
I responded with as much proof as I could provide. I gave them all the info I had on my linked Steam account, my linked Epic Games account, email history from my current email and the email I'd previously had on file, and my phone number. I gave them at least 5-6 screenshots and asked if there was anything else I needed to provide to prove ownership. They basically told me to kick rocks:
>Thank you for submitting your screenshots along with other evidence to prove your account ownership.
>We understand that this was not the outcome that you were hoping for.
>Ubisoft takes account security very seriously. Following your request to make modifications to or share information from a Ubisoft Account, we have conducted a thorough security review. Unfortunately, we were unable to verify that you are the owner of the account in question. To protect the security of the account, we will be unable to assist you further in this instance. Should the situation evolve and you obtain new information or access that could help to confirm your identity, please open a new request.
>Since we have already addressed your concern, we will closing this case for now.
At this point, I'm at a loss for what to do. I've been a big fan of the Assassin's Creed games since high school and play Monopoly Plus with my wife every so often. Without my account, they're all dead weight in my library. As far as I know, the only solution without that account is to get a refund for those games and link a different account, right?
I'm just upset and will likely never buy an Ubisoft game ever again. I've made a hail mary tweet to \@UbisoftSupport explaining that my account was compromised with my ticket number, since I saw elsewhere that you can get help that way.
But ultimately I'm at a loss and deeply disappointed by their customer service (especially since EVERY other platform as allowed me to recover my accounts after the mass hack).