1 week+ and still no response from steam support.

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Massy 24 Dec, 2012 @ 2:42pm

I posted my ticket on the 18th December at 10:30 pm (according to the ticket). This is probably a timezone thing as I posted it on the 17th but live in Australia. My problem is, that it has taken steam support 1week+ and they still haven't responded. My account got hijacked on the 12th and I put in a ticket. After 4 days if waiting, no response. I decided to do it myself and it took me ages to get back in. Being a massive tf2 trader, my backpack was worth just over a thousand dollars. I was also borrowing some of my friends stuff to help him sell it. So of course the target of the hijack was to steal my items. $1000 gone. I closed my old ticket and wrote up a new one with as much detail as possible. Still no response. It's starting to get frustrating as it hit 1 week today, and its not only my items of value that are gone, but my friends as well.

I know that people make up that it takes them a week, but if needed I can provide a screenshot of my ticket and the date it was sent. I was hoping its he done before Christmas and that I could get back to enjoying tf2, but I'm having doubts that its going to be done by New Years.

Any help or advice given is greatly appreciated.

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Showing 1-15 of 20 comments

EXE 24 Dec, 2012 @ 3:03pm

Long response times are typical of Steam support. As for the $1,000, you would have to prove that you did not voluntarily give those items away. I don't know how TF2 trading works, but you are essentially asking Valve to reimburse you $1K right?

Massy 24 Dec, 2012 @ 3:20pm

Well, it's hard to prove but the items have been scattered across to heaps of accounts all from this one guys account. It's typical hijacking/stealing behaviour. Someone hacked my account and traded the stuff over to a new private account and then it was transferred to many other private accounts to which it was sold to the community. I can't confirm it wasn't me, because I don't have access to the information valve do, if that makes any sense.

Massy 24 Dec, 2012 @ 3:44pm

i dont know how. i checked myself up on steamrep to make sure that the hijacker didnt destroy my reputation. the banner at the top of steamrep said something about not clicking on christams beta websites as they were resulting in people getting hacked. i also completely scanned my pc and there were some hidden viruses in it. i've changed my passwords on the more important websites, but im still going through the rest of them and changing it. after that i'm going back to the more important websites and completely re-doing the security on them. steamguard is enabled (as annoying as it is to have to log into email and steam and then move the code over everytime i use my ios). my email password is more complicated then the rest of my passwords as its the source of resetting passwords, and i dont have my passwords written down anywhere were they can be obtained over a pc.

Delph 24 Dec, 2012 @ 5:27pm

Well you will get your items back if this was the first time you are asking steam support to return items from a hijack so don't worry about that. You probably shouldn't have closed your ticket - by starting a new one you will have returned to the back of the queue which is going to be very long considering it's the winter sale. Make sure your account is secure and wait for support to get back to you.

DarkCrystalMethod 24 Dec, 2012 @ 6:08pm

Cancelling a ticket removes you from the process. You made a new one so you went to the back of the line.
Good luck recovering your items and account.

Massy 24 Dec, 2012 @ 9:36pm

my old ticket was for the account whereas this ticket is for the items. I really didn't want to have to wait days when i new i could do it. they can do it faster, but contacting them takes a while. i had no idea that it would take a week and up. they managed my other problem with a game that was gifted to me in less than a week all up. it only took them 2 days for first contact.

Massy 28 Dec, 2012 @ 1:41am

10 days and still no response... im starting to doubt getting an answer from them

Jordanzts 28 Dec, 2012 @ 2:31am

Originally posted by ChillinLittle:
10 days and still no response... im starting to doubt getting an answer from them

Keep in mind, weekend days do not count.
As the time of year it is, plus the sale going on at the moment, I expect waiting time to be much longer than it usually is.

Massy 29 Dec, 2012 @ 3:35am

Originally posted by Jordanwts:
Originally posted by ChillinLittle:
10 days and still no response... im starting to doubt getting an answer from them
Keep in mind, weekend days do not count.
As the time of year it is, plus the sale going on at the moment, I expect waiting time to be much longer than it usually is.

I remember reading somewhere that steam support do infact work weekends, but there are fewer of them. But to me, anything over a week is ridiculous. There's even been enough time for 7 working days plus extra.

Would anyone know a rough time estimate? Not from now, but from the day I sent the ticket

sP| Lord iHax The Naked 29 Dec, 2012 @ 5:49am

Do you by chance recycle passwords? Check to ensure that the hijacker did not gain access to your steam support account as well (it seems your security isnt that great). Support is normally 24-48 hours (obviously it can go higher), and they do work on weekends. If you have not gotten a reply in so long, there is something else going on.

#10

Massy 29 Dec, 2012 @ 1:33pm

i know for a fact that it takes longer during event sales, but i wouldnt have thought it would be this long. also, i'm pretty sure the only thing that someone could do to my steam support ticket is close it, and it isn't closed, unless of course there is something else that they can do. thanks for the help anyways :)

#11

Heffebaycay 29 Dec, 2012 @ 1:38pm

Hello,

If this is your Steam account, how did you manage to get it back without Support's assistance?

Last edited by Heffebaycay; 29 Dec, 2012 @ 1:38pm

#12

Massy 29 Dec, 2012 @ 2:28pm

the hacker changed my password on my email and on my steam account. they are both different, and prior to the hack i was getting a lot of spam mail. i was recieving spam before but blocked all the emails sending it to me as they went straight to my junk folder, but around a week before i got hacked the junk mail was being sent to my inbox and in larger quantities. im just guessing that it was something to do with that (downloading a virus from opening one up). i have my email account linked up to a relatives and another email account i use for non-gaming stuff, which is highly secured. so i managed to change the password on my email through my other email account, and re-log into my steam account and change my password through that.

#13

JacobU

[developer] 29 Dec, 2012 @ 3:43pm

Did you choose hijacked accounts when creating the ticket?

#14

Massy 29 Dec, 2012 @ 4:14pm

i did choose hijacked account for my first ticket which i later closed because i got my account back, but for my second i did hijacked/stolen items. they just replied to the ticket, and have given me my items back.

thankyou all for your help :)

#15

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Date Posted: 24 Dec, 2012 @ 2:42pm

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