our Question
Question Property 	Question Value
Subject 	Theft and use of account to add to steam wallet
Category 	Account Issues >Hijacked or stolen account
Steam Account Login Name
This Question's Message(s)

Message by you on Mon, 15th Sep 2014 1:52
My account has been cleared out. Someone has stolen All of my guns and has stolen £300 from my paypal to get more items to then sell.

I have changed my password and raised a paypal dispute

I placed 3 items, ( an AK redline, field mesh flip knife and M4 alloy) on the market and went to sleep. These listing my have targeted my account for theft.

Now all those guns + everything else I had is gone, plus im £300 down.

I am terrified of what else they can do and I have been changing passwords all day.

Message by you on Mon, 15th Sep 2014 2:07
I have changed passwords, raised a paypal dispute. I will attack shot of the stolen items and the paypal transfers. Also my bank card that is linked to steam account with my driving licence and ID card.

Steam screen shot of items
Message by you on Mon, 15th Sep 2014 2:08
Ran anti virus and malware scan. I do this weekly anyway, as expected its clean.

Message by you on Mon, 15th Sep 2014 2:14
This is the profile that they traded all the items to
http://steamcommunity.com/profiles/76561198149462080

Message by you on Mon, 15th Sep 2014 2:31
And they have deleted all my payment information from my account, This had terrified me. I am contacting my bank and paypal.

Message by you on Mon, 15th Sep 2014 4:26
This is the oldest email i have from steam as well.

Message by you on Mon, 15th Sep 2014 4:55
Paypal cannot get this money back for me, steam must refund it according to them.

I hope that is all the information you need to get my items back and to refund my £300.00 its a lot of money for me. I have spend over 1.5k on steam since my account was created. I have never had an issue before.

Message by you on Mon, 15th Sep 2014 7:20
The last CS I purchased is attached.

The paypal account was  I have now changed the password but it was never the same as my steam account password.

My gmail was again a different password. which has also now been changed.

Both email accounts show no suspicious login activity.


Is there anything else you require from me?

Message by you on Mon, 15th Sep 2014 7:25
I also recently bought a polo shirt from steam on my . I have attached the email, and the dota gift key that I redeemed on my account

Message by you on Mon, 15th Sep 2014 8:04
Below are the email that show the purchases and money transfers. These were done at 6am GMT. I was asleep

Message by you on Mon, 15th Sep 2014 15:04



I have spent all day on this, I am really disappointed I have not had a reply at all, I am due to pay bills on Wednesday and Friday and I am £300 down, I am really going to be struggling for money.

Message by you on Mon, 15th Sep 2014 15:20
One last thing, there is 30.75 left in my account, I dont think its "mine" well its my stolen money. I think the hackers have changed my steam to a different region as well. It seems like my account is in the US now, this was never the case.

Message by you on Tue, 16th Sep 2014 14:47
OK, to be clear and do a summery.


PAYPAL cannot get the funds back, this would violate your TOS anyway. I have 2.5k of stuff and transaction on my account, I dont want to lose that. Someone has gained access to my account and stolen all my CS Skins, and stolen £300 from my bank account via paypal. I hope I have provided ample evidence that the account was mine and the transactions were not.

I have had to pay my rent with a chunk of my living expense money, I really have been devastated by this.

Message by you on Wed, 17th Sep 2014 0:28
Today I opened steam to these alerts. (see below)

I DO NOT have any paypal dispute raised, I tried to raise one online, then I called them and they said they cannot raise a dispute as it was my steam account that verified the transaction. I have attached a screen shot of my dispute center.

So as you can see I do not have any claim against steam active, even though after 3 days of no reply I feel as though I should.

No word from support ticket, yet an alert from support warning me to cancel a fictitious claim. I am really low on funds because of this.

Message by Support Tech on Thu, 18th Sep 2014 14:55
Hello ,

Thank you for contacting Steam Support.

We apologize for the delay.

Your account security appears to have been compromised.

You must do the following to ensure that the account is secure before it will be enabled again:

1) Scan your computer for viruses, key loggers, spyware, and other malicious code with a virus scan utility that has the most recent virus definitions.

2) Change your SteamPowered.com Support Account password and the password for the e-mail account you are using to contact Support. If you no longer have access to the email that is associated with your account, please reply with your new email address.

3) In the future, ensure that you do not log in to your Steam account on a public computer, such as a net café or LAN center. Only use your Steam account on a computer that you have regularly secured with the method that was provided in step 1.

4) Before entering your Steam account information into *any* website, ensure that the website's address begins with "https://steamcommunity.com/..." or "https://store.steampowered.com/..." Any website that does not match this pattern is a phishing website designed to steal your account information. Many phishing websites claim to be Steam forum posts or offer free Steam games or in-game items. They are often linked via chat or comments from an unknown user or a friend's account that has already been hijacked.

The account will remain locked until you have completed the list above (in the order provided).

Please notify us when you have completed the checklist. We will enable the account and reset your password.

Message by you on Thu, 18th Sep 2014 16:10
I have already completed the above actions. I will attach evidence to show that.

While I am glad we are working on getting my seam account unblocked I am far more desperate for resolution of the theft, both items and £300 from my paypal. The £300 is a lot of money for me, I am a student and have expenses and bills to pay on a limited income.


So in summary , all my valuable CS go items were stolen, £300 was stolen from my paypal and used to buy various dota items, all the items were traded to an account that I shown above.

Sorry this ticket is all over the place. You have no idea how stressed I have been, I have had to borrow money for my rent until I can get my funds back.

Message by you on Thu, 18th Sep 2014 16:13
My account is not blocked. I have access to it, I changed the password, the "hackers" never changed it in the morning when I seen all the activity that was not me. Thats not the issue, the issue is the theft.

Message by you on Fri, 19th Sep 2014 15:14
Any update?

Message by you on Sat, 20th Sep 2014 4:39
Any update?

Message by you on Sat, 20th Sep 2014 15:42
Is there any update?

I just confirmed that I cannot receive gifts by asking a friend to gift me a low value game.

This is a disgrace, I have been the victim of theft/fraud. And my account is now suspended from much of the steam client for Paypal claims that I never made. Money and items were stolen from me almost a week ago and I have had 2 generic emails asking to "run an anti virus" Now I certainly do not mind having to prove who I am, and to give some evidence but the lack of communication from valve/steam support is shocking. I am disgusted at the level of service I have received

Message by you on Sun, 21st Sep 2014 5:39
Hi just checking for an update today. Almost a week now.

Message by you on Sun, 21st Sep 2014 7:36
Also blocked my account for Humble bundle access.

So just to keep the summarized version of events:

Account accessed fraudulently on Mon 15th around 6am GMT
Valuable CS GO Items traded out of account
3x£100 paypal transactions used to fund wallet, from my PAYPAL
This £300 was used to buy dota items
they were traded to same account
( i have linked all evidence above, im not doing it again)

I have then proven who I am, and that my PC is clean of virus and malware.

I had raised a paypal dispute, that they declined on the telephone.

I linked evidence for all of this as well, showing my paypal with no disputes.

YOU have blocked many features of my account, sent two generic messages about "use a anti virus" and have offered ZERO assistence for almost a week about how I can get my £300 back and my items.


Would you be happy with this level of service?

Message by you on Sun, 21st Sep 2014 15:42
Update?

Message by Support Tech on Sun, 21st Sep 2014 18:06
Hello,

We will investigate this matter and take appropriate action.

We have reversed the trades committed by the hijacker on your account as a one-time customer service gesture. Any Community Market listings that you had listed were also removed and returned to your inventory. Dota 2 items may take several days to reappear within the game.

We will not restore items that are hijacked/phished a second time. Please follow the link below and take the prescribed steps to ensure the security of the account in the future:

TITLE: Account Security Recommendations
URL: http://support.steampowered.com/kb_article.php?ref=1266-OAFV-8478

Your Steam account and activity pertaining to it is your responsibility.

Title: Steam Trading Policy
Link: http://support.steampowered.com/kb_article.php?ref=9958-MJDG-3003

Message by you on Sun, 21st Sep 2014 23:50
Thanks so much.

Now something very odd has happened. PayPal as I have told you were not going to reverse the stolen transfers. They told me explicitly that they could not.

Yet today I check my paypal and the money has been reversed, but also I get a steam message saying I am now banned from pretty much everything because of this.

Ill call paypal to verify if its them acting when they said they could not. I will post here to confirm..

In the meantime, can yo unlock you account to full access.

Message by you on Sun, 21st Sep 2014 23:54
There are still items missing.

A ak47 redline and a camo field knife, they were traded to the same account just prior to the ones you have reversed.

Message by you on Mon, 22nd Sep 2014 0:02
Ok,


So it seems paypal have one ahead and disputed these transactions after explaining on the phone that they could not. Apparently they emailed you several times to no response then pulled the money, for this I must say sorry. They told me very clearly that they could not get these funds back..

What I have attached below is the disputes they have raised.
The items still missing from my account
The money missing from my account of an item I sold just prior to being hacked
and a screenshot of my account being banned.

Message by you on Mon, 22nd Sep 2014 0:03
see above, clicked to add reply and had not attached these.

Message by you on Mon, 22nd Sep 2014 0:11
I could ask about paypal removing the charge back, but its my £300 why should I? Can you guarantee me that I will get the money back from valve. The time of response to my ticket has been infuriating over a week and its still not resolved plus my account is banned. And I am both the customer and the victim.


I would rather you returned my stolen items that you have not already, sorted out the wallet funds that were stolen and activated my account again.

Message by you on Mon, 22nd Sep 2014 0:23
ok called  they have no way of giving the funds back (the ticket is closed) and cannot confirm to me why the dispute was raised after they told me last week that it could not be.

They said if I want to pay back £300 to steam then I need to send it back to you myself. That 1. cant happen as my account is blocked 2. Is not going to happen unless you can guarantee me 100% that I will get a refund from you.

I would rather you unblocked my account and gave me back the remaining items plus the sale of the m4 alloy (which was me, but the money is now gone)

Message by you on Mon, 22nd Sep 2014 4:17
I just checked, only message 1 had a timescale. The other 2 claim I have restricted functionality for good. This is shocking

Message by you on Mon, 22nd Sep 2014 7:48
Any update?

Message by you on Tue, 23rd Sep 2014 9:04
Hi is there any update on my account being blocked and the return of the 2 missing items and small amount of money that was in wallet( sale from m4 alloy)

Message by Support Tech on Tue, 23rd Sep 2014 15:52
Hello,

Unfortunately, our system is automated. When a dispute is filed, the account is locked until the dispute is resolved.

Since these purchases were fraudulent, I have unlocked the account.

Please restart Steam and log back into your account. This should resolve the issue.

I apologize for the inconvenience.

Let us know if you have any other questions.

Message by you on Tue, 23rd Sep 2014 22:54
Sent from Samsung MobileSteam Support <email@support.steampowered.com> wrote:That's amazing news.

All we need to sort is the two missing items that I linked and the funds of the m4 alloy I sold.

Thanks�

Message by you on Wed, 24th Sep 2014 8:47
Just got home, that's great the account has been unblocked. I do apologise for being rather rash and demanding, I was just concerned for my money/online security

All I need now is my stolen knife, ak47 redline(together they are in excess of £50 so I am concerned to get them back) and either the stolen funds from the sale of my m4 alloy or the gun itself and I consider the issue resolved.

Thanks

Message by you on Thu, 25th Sep 2014 8:56
Hi just checking if we are any further forward in getting the last two stolen items and missing funds back?

Thanks

Message by Support Tech on Thu, 25th Sep 2014 13:44
Hello

The missing item(s) have been restored to the Steam account.

Message by you on Thu, 25th Sep 2014 13:53
Thanks so much. I am sorry again for being rash and demanding, it was mainly the money, I had rent and things to pay. Thanks so much.

Message by you on Sun, 28th Sep 2014 15:39
Last thing, unlock my account for trades and market purchases?

Message by Support Tech on Sun, 28th Sep 2014 17:59
Hello

Our trading system is designed to protect user accounts and the Steam Economy.

Recent changes to your account information, like a password or email address change, may have restricted your access to the Community Market for a limited time.

Steam Support is unable to remove any restrictions on your account that prevent you from using the Community Market.

For further information about the Community Market please visit the following link here:

Title: Community Market FAQ
Link: https://support.steampowered.com/kb_article.php?ref=6088-UDXM-7214

For further information regarding Steam Guard please visit the following link:

Title: Steam Guard
Link: http://support.steampowered.com/kb_article.php?ref=4020-ALZM-5519

Message by you on Tue, 30th Sep 2014 15:38
ok. so other than the few weeks my account and funds were locked to me and the continued market lockout I guess we are all done here. I am thankful for your help but I must criticize you in the strongest possible way I can.

The support service on steam is an absolute disgrace. This is STILL not fully resolved to my liking after weeks. Initially I got NO response for a week, then it was generic rubbish copy pasting replies to me.

Valve should be ashamed of this service. I hope to use ANY other service I can get games from in the future even at extra cost.

No fast resolution, no offer of redress or goodwill.

I would lose my job for dealing with a case like this. I wish I had a monopoly

lets close this before you have to look up another pasted reply.

Im not closing it to make sure you read this.

Message by Support Tech on Thu, 2nd Oct 2014 13:00
Hello

Thank you for your comments, we value feedback from the Steam community. I will forward your comments onto the appropriate department.

Additionally, if you wish to share an opinion, suggestion, or idea with the community as well, please visit the Suggestions/Ideas section of the Steam Forums, found here:

http://steamcommunity.com/discussions/forum/10/

This forum is regularly read by Valve's development team.