Help - Customer Support Ignoring GDPR AND Requests

[PoD]

Looking for some help and advice here - as i am having a very difficult time with Steam support and seem to be unable to get a hold of anyone to actually speak to.

My accont was restricted due to suspected fraudulent activity. Recent games were added using a credit card i had no access to. These were all refunded and removed and the account put on hold - which then alerted myself. Happy this was done and all fradulent activity removed - with the exception of the last actual game i did buy myself via my Paypal account.

This account has been used to buy hundreds of games on my Steam account which i have been using fine for the last 10 years or so.

I have raised MULTiple support requests - now up to 6 as basically they are being closed before i even get a chance to reply - so having to raise new ones. They state the account restrictions have been put in place fine and will not be removed.

I have asked for evidence to show why the Paypal transaction was classed as fradulent - i can happily prove the account is mine - same one used for ALL the other games on my steam account and i even have the email invoice. It is clear the account was compromised as all the fraud activity was done over a day or two when i wasnt even in the country!

The most recent support requests i am raising are not only being closed - they are being DELETED. They do not show in my recent support requests. I am having to take screenshots and record the unique ticket ID when i raise them to prove they were there.

I have fully asked to SEE the evidence they supposedly have from the investigation - which i can legally request using the GDPR data regulation - again, ignored and deleted.

At this stage i feel like they are actually themselves being fradulent.

Does anyone have any advice or method to speak to someone who can help?

Regards,
Graham

[J4MESOX4D]

1) Did you buy the game via PayPal when the account was compromised?
2) Is your account currently locked?
3) What was the last correspondance from Support say?
4) Do you have a PayPal receipt to attach as proof that the purchase was from you?
5) Is your PayPal also banned from Steam as part of the suspected fraud?

Just trying to get a picture based on similar cases previous.

[PoD]

1. No the last transaction I made was in Jun 19th via Paypal. The fraud activity was done in July 29th via a credit card.
2. Yes the account is locked with an alert. My paypal payment method is removed and i am unable to make any further purchased on the account.
3. The last correspondance from support states the activity was investigated and the account alert / restriction will not be removed. I have asked for evidence of the investigation or even why the paypal transaction was removed. They do not believe my account was compromised and state i am responsible for any activity on it. The tickets are closed before i can even reply.
4. Yes i do.
5. Yes it is.

[Drab]

Seek advice from an attorney. The forum can't help you.

[PoD]

引用自 Drab：

Seek advice from an attorney. The forum can't help you.

Personally i am hoping the issue is someone in customer support has made a mistake and trying to cover it up. I would prefer to first speak to a manager or some form of escalation.

Any other company or even a bank would clearly see that this account i have been using for 10 years, buying games perfectly normally and then within a period of a day there is unusual activity. I am more than happy for all those to be removed - why then the need to apply account restrictions and remove my paypal.

I see no UK phone number for steam or even a live chat. My support requests are not only being closed but actually deleted. Surely there is an actual way to contact a human being at Steam with some form of responsible power?

[cSg|mc-Hotsauce]

No one on the forums can assist you with account related issues such as this.

There is no email, phone number or live chat.

Only this https://help.steampowered.com/en/

Support tickets only are removed after 6 months. Not anytime before that.

[Tito Shivan]

You can't request financial information through a GDPR request in any case. Those are protected under different (and way more strict) laws and standards.

[PoD]

引用自 cSg|mc-Hotsauce：

No one on the forums can assist you with account related issues such as this.

There is no email, phone number or live chat.

Only this https://help.steampowered.com/en/

Support tickets only are removed after 6 months. Not anytime before that.

:qr:

My 2 tickets have been removed. They do not show under my raised support ticket requests. I have screenshots of the tickets i raised with their support numbers. Then further screenshots of them later been removed. No reply.

[PoD]

引用自 Tito Shivan：

You can't request financial information through a GDPR request in any case. Those are protected under different (and way more strict) laws and standards.

I am not requesting financial information - I am requesting the results of the investigation they apparently did into the fraud event. I am wanting to know the reason they removed the Paypal transaction and why they feel my account was not compromised. As i can clearly provide proof of both.

[cSg|mc-Hotsauce]

Contact a lawyer and have them request the documents. There is no other way Valve will release such info.

[Count_Dandyman]

引用自 PoD：

引用自 Tito Shivan：

You can't request financial information through a GDPR request in any case. Those are protected under different (and way more strict) laws and standards.

I am not requesting financial information - I am requesting the results of the investigation they apparently did into the fraud event. I am wanting to know the reason they removed the Paypal transaction and why they feel my account was not compromised. As i can clearly provide proof of both.

You already have the results of the investigation and they still aren't required to provide you any details about it.

[PoD]

引用自 Count_Dandyman：

引用自 PoD：

I am not requesting financial information - I am requesting the results of the investigation they apparently did into the fraud event. I am wanting to know the reason they removed the Paypal transaction and why they feel my account was not compromised. As i can clearly provide proof of both.

You already have the results of the investigation and they still aren't required to provide you any details about it.

Well a mistake was made - as said i can prove the paypal account transaction was done by myself. The account is mine and i have receipts and invoices. If a customer support person has made a mistake - are we saying the customer has no option? They can remove items from our accounts we have legally paid for and we are then forced to contact lawyers as there is no other option? Seems a big extreme.

[J4MESOX4D]

引用自 PoD：

The last correspondance from support states the activity was investigated and the account alert / restriction will not be removed. I have asked for evidence of the investigation or even why the paypal transaction was removed. They do not believe my account was compromised and state i am responsible for any activity on it

This is the problem and why account security has to be taken extremely seriously as does the consequences. If an account is stolen and the hijackers cheat; the account can be permanently VAC banned. The user cannot have the ban removed because the account was used to cheat regardless. If an account is stolen and used for fradulent purposes and Support cannot conclusively determine the account was hijacked; activity on it has to be ceased going forward. They are not saying you are guilty of the fraud but they cannot prove otherwise. They may choose a Window of increased/suspicious activity and reverse all transactions made within it to protect all parties.

Their decision appears to be final even as an alleged victim because all they can determine is that your account was used to commit fraud and it had to be stopped. I don't think there is any resolution to this going forward aside from creating a new account for future purchases and remaining on your locked account to use your existing library.

[Drab]

引用自 PoD：

引用自 cSg|mc-Hotsauce：

No one on the forums can assist you with account related issues such as this.

There is no email, phone number or live chat.

Only this https://help.steampowered.com/en/

Support tickets only are removed after 6 months. Not anytime before that.

:qr:

My 2 tickets have been removed. They do not show under my raised support ticket requests. I have screenshots of the tickets i raised with their support numbers. Then further screenshots of them later been removed. No reply.

Did you makle sure the hijacker no longer has access to your account?

[PoD]

引用自 J4MESOX4D：

引用自 PoD：

The last correspondance from support states the activity was investigated and the account alert / restriction will not be removed. I have asked for evidence of the investigation or even why the paypal transaction was removed. They do not believe my account was compromised and state i am responsible for any activity on it

This is the problem and why account security has to be taken extremely seriously as does the consequences. If an account is stolen and the hijackers cheat; the account can be permanently VAC banned. The user cannot have the ban removed because the account was used to cheat regardless. If an account is stolen and used for fradulent purposes and Support cannot conclusively determine the account was hijacked; activity on it has to be ceased going forward. They are not saying you are guilty of the fraud but they cannot prove otherwise. They may choose a Window of increased/suspicious activity and reverse all transactions made within it to protect all parties.

Their decision appears to be final even as an alleged victim because all they can determine is that your account was used to commit fraud and it had to be stopped. I don't think there is any resolution to this going forward aside from creating a new account for future purchases and remaining on your locked account to use your existing library.

The issue i have is that the account alert asks me to contact Steam support to work with them to remove the account restrictions. They have in no way worked with me. If they asked about any details such as which account is mine - when was last transaction, can you prove etc... then i would feel an actual investigation has taken place in an attempt to resolve.

I can provide absolute evidence that one of the transactions was not fraudulent in any way. Which means a mistake has been made on their part. The issue i am having is that in the event a mistake is made by support - the customer seems to have no option. Errors can be made - even by companies and support personnel.

[PoD]

引用自 Drab：

引用自 PoD：

My 2 tickets have been removed. They do not show under my raised support ticket requests. I have screenshots of the tickets i raised with their support numbers. Then further screenshots of them later been removed. No reply.

Did you makle sure the hijacker no longer has access to your account?

Yes, - passwords changed, steam guard removed and re-issued. The paypal account was secure as they were not able to use that for making purchases due to 2 factor authentcation.