Support group messing up beyond all recognition

Okay...this is gonna be one massive text (and forgive me for lousy grammar and vocabulary English isn't my primary language)

Where to begin...about a week ago my guild wars account got hacked for the second time in two weeks...like the first time I had to wait a few days before I received help from the support group...here's their first explanation for me getting hacked twice in a row:

Your account has been accessed by a Real Money Trading company from China again. This indicates a a larger issue. We recommend that you run a full virus scan on your computer before entering any new password information to ensure the security of your account.

I believed them and updated all my virus scanners and removed all bad 'stuff'...after a few days I still didn't get a response for helping me resetting my password (resetting via the log in screen didn't work).

Now this is where they really dropped the ball...my e-mail adres is Posting your email is a bad idea ...today I got this mail:

Thank you for contacting NCsoft(R) Support! Your gw game account Posting your email is a bad idea password has been reset to *******. Be aware that passwords are case-sensitive.

They send me the name of another person's e-mail...and his new password...how messed up is that? Funny thing is I still can't play guild wars!!!

Update:
Thank you for contacting NCsoft(R) Support! Your PlayNC master account Posting account details is a bad idea password has been reset to ******. Be aware that passwords are case-sensitive.

Once again...wrong account and thus wrong e-mail

They... sent you a login and password for someone else's account?

...

Yikes.

Yeah...twice

Hmm...to my knowledge, this issue hasn't been reported on the forum up to now. Interesting indeed.

You'll probably want to post this on Gaile's wiki talk page. That's a quicker way of getting ahold of her.

Actually, her support page would be better: http://wiki.guildwars.com/wiki/User_...Support_Issues

Let's see Gaile talk her way out of this one. "OH! It was a mistake. We're just sooo swamped. You have to understand we're just dealing with so much, mistakes happen. We'll review this immediately."

Hi Nick,

Thank you for providing that information.

First, I accidentally reset your password for an account that was not yours and sent you that password. Please disregard those passwords as they have since been expired.

Additionally, your NCsoft master account and Guild Wars game account "@hotmail.com" passwords have been reset and the automatically generated passwords have been sent to your @hotmail.com e-mail address.

So you now have someone's Guild Wars email account login and their Master Account NCSoft username. As far as I recall you can't change your username or your account email. Kind of backs that user into a corner.

Very frightening........i thought it couldn't get any worse...it just did!

Were I in your shoes, I would probably get in touch with those people whose account information you were sent, and make sure they are aware of the issue and have since changed their information.

They should be notified that their account was, for a while, completely compromised.

You're not the only one who made that sugestion...will do that right away, thanks for the 'tip' all

When the first BIG RED message popped up i promptly changed my password. From that point within 8 hours i couldnt access my account. There was a SNAFU with my password not being able to access my account(new PW)

About 2 days later i received the EXACT SAME responses you did Lanvin. I have an account name and password that does not belong to me. NOW i did dump the info upon receiving it. But its pretty spooky thinkin this is something that has happened more than once.

I figure if it happened to me and to lanvin then its happened MANY MANY more times. I wasnt even going to bring it up until i saw this.


Cronk

I FEEL SAFE AND SNUGGLY!!!!!

someone please get this mess up to the proper people A.S.A.P.
-thanks.

/edit
in this day and age that sort of incompetence is unacceptable, no matter if it is due to human or automated error.

The lesson I draw from this is to never, ever petition support again for anything other than complete account disaster. I'd assume they won't randomly do anything like this to an account if we don't put it on their plate.

unless you are the one who's account/credit card info has been given to a complete random person.

It may be worth doublechecking that the communications weren't part of a phishing scam spoofing to be NCsoft.

I let Gaile know about this in the proper place here.

OP, just so you know, she will need more information. You need to follow that link and provide her with your support number, etc.

I'd assume they wouldn't accidentally give anyone my account info unless they were doing work on my account as well. So, if I don't have them working on my account, they can't mismanage it. Maybe I'm being optimistic, but surely, they don't just pick random account names out of a magician's hat or something?

I feel the same way. I haven't and will not go anywhere near their mess/site/support unless absolutely, positively necessary. We won't get the details of their problems, so it is safe to assume that ANYONE and EVERYONE is not immune to this sort of incompetence. unless told otherwise.

Don't delete those emails yet, you can forward them to Gaile once one have her email addy that way she has sold proof that there is a huge hole in security.

fixed it for ya....and yeah, makes me feel that much better knowing that we have people working on these that are less than competent.