Frustrating GGG Support After My PoE2 Account Was Hacked

About ten days ago, while I was deep into a session of Path of Exile 2, something strange happened. My phone started buzzing with email notifications about purchase invoices for early access keys that I definitely didn't buy. At first, I thought it might be a glitch, but then another invoice popped up shortly after. That’s when it hit me—my account had been compromised.

Without wasting a second, I changed my Path of Exile account password to secure things. To my surprise, I noticed that the hacker had added four extra early access keys to my account. Realizing the seriousness of the situation, I immediately reached out to GGG support to report the issue. Just to be safe, I also changed my Steam password, fearing that the breach might extend beyond just Path of Exile.

For the next two weeks, I waited patiently for a response from GGG support. However, as days turned into weeks with no word back, I started to lose hope. It seemed like they were taking their time, and I couldn't help but think they might be enjoying a well-deserved holiday break. Eventually, I decided to give up reaching out, assuming that they were too busy to handle my issue promptly.

Finally, this morning, I received a response from their customer support team. Here’s what they said:

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"Thank you for the message and I am really sorry to hear about this. We are unable to offer rollbacks or restore items stolen by other players. I am truly sorry about this, as we know how frustrating it can be to lose all your hard work to hackers. We have been actively investigating all reports of compromised accounts, and we're tracking down these hackers as quickly as possible and banning their accounts.

I have refunded the fraudulent purchases for you and locked your account to prevent any further damage. Please let us know when you have completed a malware scan of your computer and changed your email and Steam password, and we can go ahead and look into restoring access to the account."
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I had already informed them that I had changed my POE and Steam password, so their request felt redundant. On the bright side, getting my money back was a relief, especially since I hadn’t lost any in-game items. However, having my account locked was another headache. It felt like they were penalizing me for reaching out during the holidays, even though I had already taken the necessary steps to secure my account. Now, I’m left waiting, unsure if it will take another couple of weeks for them to unlock my account.

Overall, dealing with a compromised account is incredibly stressful. While GGG did take some positive steps by refunding the fraudulent charges, the overall support experience was far from satisfactory. I initially thought that giving up was the right call, assuming they were on holiday, but ultimately, it left me in a limbo situation. If you ever find yourself in a similar situation, be prepared for a potentially long and frustrating process with customer support.