105445-23-days-poor-costumer-support

== Content ==
			
I'm Ravus, and I play on Stormtalon, Dominion side.
 
 
On July 12th, my account password was used by gold farmers in order to farm survivalist and mining nodes.  Carbine suspended my account and stated the security flaw was on my email's side.  I changed my email password and added 2-step authentication to Wildstar.
 
 
Wildstar outsources its customer support to 5CA and iEnergizer, among other places.  After a series of automated messages from likely randomized usernames, my account was unsuspended on July 15th.  On July 20th, I received this message, stating my items were returned.
 
The only items in the mail were a bundle of elemental signs.  The DPS gear and bags I had lost were nowhere to be seen.
 
As you can see in the first photo, my account was suspended again on August 1st.  The messages used the exact same automated replies as my last encounter, once again telling me that my email security was to blame.  Despite already having 2-step authentication for Wildstar, I added 2-step authentication for my email. 
 
I will also note that this second, inexplicable suspension occurred in the period my subscription was meant to pay for another month.  I had renewed my subscription (which was cancelled due to my suspension) on the 15th of July.
 
 
On August 3rd (Central Time), my account was unsuspended.  In a new email, I was informed that missing items were returned to me.  It was at this point - 23 days after my first suspension via gold farmers - that my armor and bags were returned to me.  No mention of a potential second round of item returns was made in the first email.
 
Due to my need of a DPS set in order to raid (I had dungeoned as a Tank), I had purchased over 20 platinum's worth of DPS gear days before this second suspension. 
 
I am now over 20 platinum lost, a week's worth of game time suspended, and hours worth of support messaging and checking behind.  Customer Support misinformed me on the return of my items and inexplicably banned me a second time when 2-step authentication was on my account.  Customer support took 23 days to return items to my person, responded to me only in automated, outsourced response, and laid security fault on my person, when it is very likely the security issues were not so.
 
While I am glad to see my items eventually returned to me, it is at a massive loss due to misinformation.  I am exceptionally unsatisfied with how I've been treated, and can only hope that by telling this story, Customer Support will ensure to never have it happen again.  If items are to be returned to a person, they need to be informed in the messages whether or not account recovery is still underway.
 
Edit: Upon further response, I've been informed that the second suspension of my account resulted in a second look at my character's history, resulting in the finding of my other lost items.  While this news is positive, it begs the question as to how quick swept the initial scan was.  I appreciate Customer Support's diligence in the matter, but wish it was less varied.	
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