![]() This went on for another call with the exact same results. Note that, in all of these calls – as evidenced by the video and recordings – we never once strayed from a non-confrontational tone of discussion. The same thing, though with less confidence: “Your case has been logged,” the agent stammered as I stifled a stressed laugh, “we will now end this call.” I interrupted him, attempting to ask something, and settled with “so you're going to hang up on me, too?” I read the ticket ID and only spoke when necessary, not taking my usual disarm-them-with-conversation approach employed elsewhere. Could you repeat -” and he was gone.Ĭall two: For parity and a sanity-check, because this may just have been one bad agent, I'd decided to emulate my approach. I'd interrupted the representative, rapidly interjecting with a jumbled “wait, hang-on. ![]() Our understanding is that there is no further help that we can provide at this time and we will now end this call.” “Your case has been logged for further review. After the account information was accessed, the representative stated what would become a familiar line: On our first call, we provided the support ticket ID and only spoke when prompted with questions from Rockstar's somewhat incoherent staff member. Listen to the above video for the full effect, but we'll recap it here. In calls made by GN staff to the Rockstar support team using real ticket identifiers for real hacked accounts, we ran the gamut through which any consumer would be forced. Most of us would call it “being hung up on.” Journalistic Investigation ![]() Unfortunately, as we eventually learned, it is a path that unfailingly leads to the prompt and abrupt disconnection of the call. Following the immediate opening of support tickets, further correspondence proved limited to the rare email or, after begging on forums, a moderator's reply promising case escalation. Thousands of Google results are returned for “ Rockstar account hacked” or “GTA V account hacked,” with dozens of first-page thread replies highlighting long wait times and uncertain courses of action. Speaking with a few of our readers, it was determined that some users have been waiting for account resolution for several days, with their Social logins hacked near the game's launch. Some Rockstar user reports even indicate that hackers get involved in the support tickets, making claims of account sale or similar actions. Further, we've encountered what we believe to be session bugs that is, it would appear that sessions remain active after account detail updates, making it difficult to truly evict a hacker. Rockstar seeks no confirmation to initialize an email or account holder information update, allowing hackers to effortlessly obtain indefinite access to compromised accounts. Most instances of account theft begin with an email: “The email address for your account has been updated,” it reads, noting that emails will now be sent to the new address instead. This effectively rules-out a rainbow table lookup and the strength of the password is enough to minimize brute forcing possibilities (within the allotted timeframe). Interestingly, our hacked account employed a password unique to Rockstar's services that, known to us, has never been used elsewhere. Rockstar then urged its users to change passwords regardless. The company indicated that hacked accounts may have been exposed through lists previously obtained elsewhere if some other site were hacked and the same account information had been used, that'd be the source of it, Rockstar said. Collecting the FactsĪfter taking days to officially comment, Rockstar told Kotaku in a statement that its service had not been compromised. Rockstar contacted us after-hours on 4/22, following publication of this original content, to provide a statement on the issues discussed herein. Our recorded calls (and this story) can be found below. In the case of one reader who reached-out to us, we were informed that Rockstar customer support “hung up” on the reader, an action that we viewed as inexcusable if true. The company has been under fire lately resultant of hacked GTA V social accounts, whereupon users have lost access to their GTA accounts (a $60 purchase) – and their ability to play the game – and have been placed on indefinite hold for a resolution. Our most recent investigative consumer report set forth a goal to evaluate Rockstar Games' customer service phone and email support.
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