Razerium
at 8:16:39
Hey Alex!
you
at 8:16:49
Yo.
Razerium
at 8:17:09
Checking this account, it has a Hearthstone license but it hasn't ever been logged in. Are you sure this is the correct Battle.net account that you had Hearthstone saved on?
you
at 8:17:39
Yes, it is. I've always logged in with Boldoui@hotmail.com and have been for many years now.
you
at 8:18:32
I was playing hearthstone not even an hour ago before this happened.
Razerium
at 8:18:30
I've checked on your name and another Battle.net account with the same address details popped up, but this one only has WoW and SC2.
you
at 8:18:56
What was the other account?
Razerium
at 8:18:58
Boldoui@aol.com
you
at 8:19:41
I don't use that account at all though.
you
at 8:19:54
This is what happened.
you
at 8:20:16
My friend is new to hearthstone, and he wasn't sure what class he wanted to make a deck for, since he recently bought 60 packs, etc.
you
at 8:20:44
So I let him log on to my account to try out a few of my decks, and when he did, he had no problem logging in --- but then it told him he needed to create a battle tag.
you
at 8:20:58
So I told him to just use the name I've already been using for HS, which is falien
you
at 8:21:14
and after he entered the name, hearthstone started and he was taken to the tutorial, as if the account was brand new.
you
at 8:21:32
Now, when I log in to my own account, I'm also sent to the tutorial. No cards on the account, nothing.
you
at 8:22:09
Seeing as how I've spent over 300 dollars on hs, I'm sure you can see how its a bit concerning that everything is just missing out of nowhere.
Razerium
at 8:22:15
Okay, I'm checking the Battletag falien with wildcards, got a few hits, but no matches for your real name.
Razerium
at 8:22:33
Do you remember your full Battletag, with the numbers at the end?
you
at 8:23:14
falien#1787
Razerium
at 8:23:52
Well that returned an account, but that's not registered in the name you provided nor does it match the ID you provided.
you
at 8:24:16
... What IS it registered under?
you
at 8:24:34
I can prove that account is mine; if you can check its purchase history, I can provide the debit card number used to make the purchases.
you
at 8:24:46
I don't know how else I'd be able to prove it.
Razerium
at 8:25:23
It does have a billing profile with your name on it, I cannot check orders as they're in the US region and you're speaking with EU regional support at the moment.
Razerium
at 8:25:59
I'm afraid I cannot return an account that is not registered in the name you've provided however, that's a golden rule here. What is that friend's name?
you
at 8:26:36
Travis.
Razerium
at 8:26:55
No, that's not a match either.
you
at 8:27:15
Is the name on that account Billy Ruben?
Razerium
at 8:27:17
That is correct.
you
at 8:27:43
Okay. I don't know how I can prove that, but Billy Ruben is the name I go by on the internet.
Razerium
at 8:28:13
The trouble with using "real" looking fake names is at some point you may be asked to confirm you are this real fake name. This is one of those times.
you
at 8:29:31
It's not a real-fake-name, it's a play on the word Bilirubin, which is a heme in our blood.
you
at 8:29:37
But that doesn't really confirm anything..
Razerium
at 8:29:33
The e-mail wasn't changed or anything along those lines, it's had the same e-mail since it was created on that name and e-mail. But, since the name is not an obvious fake like "Donald Duck", I am extremely limited in my options here when it's being reclaimed by someone "else" from our perspective.
you
at 8:30:30
Is there no way for you to see that my IP address is the same one that has been logging in to it for the past 2+ years?
you
at 8:31:57
or that the emails are the same (sans hotmail/aol) and also have the same password?
Razerium
at 8:31:57
Basically, this is not a case of "I can prove I've had access to it and paid for stuff on it". This is a case of "What name is it registered under". That is the only form of ownership we recognise and assist with.
you
at 8:33:51
So you're telling me I was just instantly screwed out of all of my time and money because of faulty security systems?
Razerium
at 8:35:23
From my perspective someone who's identified himself as a completely different person is trying to get access to an account not registered in their name, that they do not know the e-mail of, and cannot provide the Secret Answer for.
Razerium
at 8:35:52
I'm sorry but I have a responsibility to uphold account protection standards and privacy concerns.
you
at 8:36:10
the email for that account isn't boldoui@aol or boldoui@hotmail?
Razerium
at 8:36:21
No, it's very different from that.
you
at 8:36:40
could you please give me just the first letter of the email?
you
at 8:36:49
is it falienms@hotmail?
Razerium
at 8:36:52
That is correct.
you
at 8:37:14
... oh.
you
at 8:37:19
one moment.
you
at 8:37:44
okay.
you
at 8:37:54
apparently this entire thing was a total misunderstanding.
you
at 8:38:08
I thought that my hearthstone account was connected to boldoui@hotmail
you
at 8:38:15
but it's actually connected to falienms@hotmail
you
at 8:38:24
I just logged into it.
Razerium
at 8:38:32
Yea, that is what I suspected already at the start, I just can't give out account information without cause, only confirm it once provided.
you
at 8:38:47
I understand.
you
at 8:38:51
But before you go
you
at 8:39:06
Is there any way I can just change my name to Alex H for falienms@hotmail?
Razerium
at 8:40:08
You'd have to do a fake name claim with my US co-workers, as they have different regulations for it.
Razerium
at 8:40:27
They'll challenge you the same way I did, so please try and include your payment information along with the ID and the explanation for the name you gave me.