Steam Support doesn't provide enough assistance with account recovery. Please help.

[White_KingKong]

(A consolidated and better described version of this problem can be seen on page two. Post # 17)

A couple years ago as I was moving, my grandfather cancelled our Comcast internet without my knowledge. In doing so, my email attached to my steam account had been deleted. After staying away from video games for a while due to the risks and compromises I experienced from Steam, the password I used was something out of the ordinary. I can't remember the password, I have no email to send a password reset, and despite these handicaps steam refuses to help. I have been told I need the game receipt codes to prove ownership of the games on this account. Even if I did save these on my computer, the computer I used before the move was stolen. So I was left with the option (which I thought would have no chance of being denied) of giving Steam my bank statements of an old checking account showing I purchased the games, still not good enough. What is someone like me supposed to do? I am a little upset of being denied my account with over $250 in games. I had a similar issue with my ESO account, but this was handled with ease and a hassle free approach. I have been through so much to get these damned games out of this black hole of a company's clasp. The only option I'm left with is to file a dispute with my bank against this company and their charges. Why should anyone have to do this?

If anyone has a solution, please help. There is no support from Steam with this issue. Please like and share this with others, the Steam community is my final and possibly only source of help with this issue.

[Cathulhu]

https://help.steampowered.com/wizard/HelpWithLogin

[White_KingKong]

Account recovery was what took me through the process I explained above. I'll try it again.

[Matt]

You need proof of ownership to reclaim an account. A bank statement that shows you spent $19.99 on some date isn't proof that you own the account. Send them your name, address info, transaction numbers, last 4 of card used to make the purchases, etc.

[Start_Running]

Funny the transaction numkber related to the credit card or payment method is usually enough for proof of ownership along with the old email, and username of the account.

[Forcen]

Could you show some screenshots of the tickets you sent in and the responses you got? Paint over any personal info like account names.

Or copy in the response you got when you sent them the bank statements?

[White_KingKong]

Here is what I sent dated over a year ago to account recovery. Prior messages were before I went to the bank to have them look up this old information:
5 Message by you on Sat, Mar 26 2016 8:33
Last for digits of card for purchases:****
Name: *************
Address:*******************
Account name: ********
email tied to account: *************@comcast.net

Requesting the email to this account to be changed to ********************@gmail.com

[EVERYTHING I needed was there. Here is what I was sent.]

Message by Support Tech Ix on Mon, Mar 28 2016 11:53
It looks like you haven't yet provided some of the information we need in order to help you.

Type out the CD Key on the Steam account in full in the text of your next message so we can easily investigate this issue, and attach an image of the CD key along with it.

The image should be a digital photo or scan of the CD Key in .jpg format. Please ensure that you submit a full-color image, rather than a photocopy.

If you're not sure how to find the CD key, the link below has some pointers:
http://support.steampowered.com/kb_article.php?ref=7480-WUSF-3601

The image you'll send to us should look something like these examples:
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey1.jpg
http://support.steampowered.com/images/faq/2347-QDFN-4366/cdkey2.jpg


[Honestly, they don't get it. I can't get this CD key! But this shouldn't even be required! I've stated and given proof these were my purchases and my account, my name is even within the old email. So here was the last message I sent hoping I'd get a shed of humanity from this company.]

7 Message by you on Tue, Mar 29 2016 2:33
I hope you can shine some light on this dead end situation because I have nothing left to show you that I own this account. I may have a missing piece to the puzzle, but you can still see the picture.

PS: This IPS address isn't located in Taiwan.

8 Message by Support Tech Ix on Wed, Mar 30 2016 6:59
I am sorry, you must provide valid proof of purchase for the account in question in order for us to provide further assistance.

Please feel free to reply or reopen this ticket when you have the necessary information

[joop]

Una vaina loca

[White_KingKong]

The bank statements were never sent to Steam, it's such a good idea that I thought i had alread done it. I thought I had everything I needed just by having information required to file a ticket. I looked for these statements since but I probobly threw them out in disgust that this was being over complicated.

[Forcen]

You don't have any retail PC games that were activated on this account? No access to the dvd cases that they came in?

What did they ask for in the part before the stuff you pasted in? Did they ask for bank stuff or CD key stuff?

[White_KingKong]

It started with the bank information. When Steam asked for a CD Key, I though it was because I didn't have the old debit card number. (Sorry if I lose you here, I would hate to post the multiple messages in order to give you all the past details) So I got the appropriate information I knew only I could get from the bank. Numbers, dates, etc.. Since these CD key purchases were sent to the old email, I was stuck. I even mentioned the physical retail copy of a game purchased on that account, and I stated this giving the name of the game. Something only the account owner would know. But the case was lost in the move and the CD key wasn't a possiblity. Again, this was all mentioned to Steam. But once I gave them every key bit of billing information, which is shown in the message above. I was given the CD Key question, again.
So if valid proof of purchase is needed, a bank statement should settle it. But you must admit, this is going too far for an account retrieval. I understand this account has been compromised in the past, but that was on Steam's loose ends, not mine.

PS: The repetiton in the questioning gave me little hope that the dates and information on the bank statements would help at all. So I threw it out in disgust, and with little hope I would ever get my account from the customer support employee I was dealing with.

PPS:I had the same exact issue with my ESO account, dealt with at the same time I was talking with Steam support, but before I knew getting an old debit card's statement and the last four digits was a possibility. I told ESO support the situation I was in and we worked around the usual requirements needed to obtain an account. We skipped a few details here and there, but with a little questioning and the use of common sense, they knew it was my account. They knew I had no way of accessing it without their help. In the end I went on to play ESO and still do so today!

[shiel]

Originally posted by socialistbastards:

I understand this account has been compromised in the past, but that was on Steam's loose ends, not mine.

Please elaborate on this.

[White_KingKong]

Some Thaiwanese ahole (referred to in one of my messages to Steam support) some how got my account information and installed a game onto his computer using my account. Only possible way this could of happened was if Steam screwed up somewhere and let him/her in the "main frame". This was when I created a rediculous password which would have doubled the amount of decoding for a hacker, if our passwords are even encoded. So, I forgot it.

[FMP]

Support provide enough assistance, they just wont give you access to an account you cannot prove is yours. That's a good thing personally.

Also, yet another Valve was breached for a single account story.

[White_KingKong]

The message above reminds me... I have to thank those who have actually taken the time to read through all of this and understand the predicament I am in.

[FMP]

You're welcome. I did read it.

Support have no way of knowing if you're telling them the truth or a lie, it's just words on a screen. so they want information to prove the account is yours. This is their process.
You cannot provide that and that is on you and you alone.

Historically, support normally ask for that information when there is a high degree of doubt on the legitimate owner.