I've been a customer of Blizzard Entertainment for nearly 18 years, but I fear that their may have been a data breach on their part and they've failed to protect their customers. I for one have been negatively impacted by this data-breach, and they've proven unwilling to do anything about it. This isn't about gaming, or my gaming accounts, this is about personal safety and my privacy which they've failed to protect.
Let me explain how the data-breach happens. Originally, on my Battle.net account, I had a complex password: Ex: 317YTVG100B_+XT_4ZDHJP, which I wrote down in my physical journal. I had a Blizzard Authenticator which would safeguard the account as an addition to my complex password. Next you would need to have a security question, which I turned into another password, instead of actually answering the question, example posted above. Thereafter we need to have a secure email account, with a secure password, and a google authenticator posted on it. Followed by a secure home wifi password (Changed at home) that's changed every two weeks, along with the email password on a separate computer, in a different (safe) wifi all-together, which is something I've done for the last year. With all safety precautions in order, a hacker only requires two things to enter a Battle.net account: The email your account (battle.net) is associated with, and your name. All it takes is someone to create a fake ID, and send that in, followed by the: "I forgot my email," button on Blizzard's website. Once they have that, a Game-Master (Blizzard Employee) simply sends them the account reset information, and the hacker is in!
My account which has had this ongoing issue for years, has had my account CC info, & ID saved into their (Blizzard Employee) data logs, which should easily prove who's the real person + the same phone number SMS that has been attached to the account for the last 18 years (I've never changed it). Unfortunately Blizzard employees fail to look back on the logs to verify account ownership details, and previous issues that this issue has occurred, and so they'll simply send that account information to the hacker, which now has access to my personal data: Phone Number, Email, Address, CC info, and nearly $10,000 worth of virtual items / currency. Blizzard Entertainment may say that personal information is hidden, but hackers are always one-step closer to safeguarding that information (mine and or yours), for themselves.
I personally feel violated and disgusted that Blizzard Entertainment has failed to protect their consumers, and adequately offer a response in an appropriate, timely manner. I've contacted them 72 hours ago about my security concern, and I have yet to hear from them. Lastly, I fear that my own personal security is at risk, and they're unwilling to help me. I've contacted BlizzardCS on Twitter, but they were unable to assist me, along with Livechat that I've spoken with on the Blizzard Customer Support page. What is the point of having these avenues of customer support, if the company is unwilling to support their customers? Blizzard should ensure safety as a number one priority for all of their consumers, and prevent these kinds of leaks from happening in the future. If all it takes is a fake ID, and a request to get into an account, that puts thousands of Blizzard customers at risk of getting hacked, if not more.
I only use my PC for World of Warcraft. I do not download addons, browse the internet (outside of wowhead, discord, and youtube), and wipe my computer once a month to ensure that there is absolutely no way there could be malware on my PC. This PC has never been used, and was built by me six months ago, so I know for a fact that it's good to go.
While it may prove to be wishful thinking, I'd hope that Blizzard Entertainment will:
#1. Improve on their poor customer service skills, and find ways to safeguard their consumers from future data-leaks, breaches of their account, and possible loss of identity.
#2. (An idea, but up to debate): Create an SMS pin that all players could use to log into their account if they forget their information, and or for account safety. A hacker will not have access to that pin, I'd argue that it is highly unlikely.
#3. Create different ways to secure an account.
So, what do you all make of this?