My account was hijacked, how to get refunded?

[Sonic Punk]

Hi everyone!

Yesterday my account was hijacked and used to purchase a TF 2 item (Civic Duty Mk.II Ubersaw) using my Steam Wallet. I know the guy who hijacked my account is the same one who put this item on sale cause my login history shows a Russian location and that account is Russian too and probably used as a money laundry account.

I had 2FA enabled and I immediately changed all my passwords, deauthorized devices, removed Steam API key, scanned my PC etc... I have contacted Steam Support explaining in detail everything that happened with links, screenshots, etc. but after 20 hours of waiting they were only able to copy-past this automated message twice:



"If activity occurred on your account you do not recognize, it may mean your account or computer has been compromised.

Someone may have gained access to your Steam account through spoofing, phishing, or malware.

As an immediate first step, you should take some action to secure your Steam account from further access. Our article on account security recommendations is a good start toward securing your Steam account.

If you suspect your computer is infected with malware, we have some tips for removing malware from your computer here. It may be a good idea to contact a local computer security expert if you're having trouble removing this malware.

Additionally, all Community Market transactions are final and cannot be reversed or refunded. When an item is purchased from the Community Market, the cost is sent from the buyer's Steam wallet to the seller's. Reversing these purchases would mean we have to take funds out of the seller's wallet, creating confusion and possible purchasing issues across Steam.

I'm sorry we can't be of more help with this, but we don't reverse or refund Community Market purchases and sales."


I have made them clear that it wasn't a regular marketplace transaction, but a fraudolent transaction that wasn't made by me. I've asked them to block the hijacker account and refund me the amount, but seems like they don't want to and I'm ready to take any legal action if they will continue replying with automated messages.

If anyone has tips or similar experiences feel free to share!

EDIT 1: Since no one has tips or had similar experiences this topic can be considered closed.

EDIT 2: Despite all the useless comments below, I got my refund. People should really read terms and policies better. This topic can be closed now.

[Brian9824]

You cannot get a refund. In the future you need to properly secure your account and stop giving away your credentials.

Your free to take legal action if you wish, but you'd have no recourse as you agreed to all the rules, and the fact that the account was compromised due to action on your part and not steams.

[Sonic Punk]

Originally posted by brian9824:

You cannot get a refund. In the future you need to properly secure your account and stop giving away your credentials.

They already refunded in the past for similar cases and way higher amounts.

There's no mention in the rules about fraudolent transactions and refunds.

[Brian9824]

Originally posted by Sonic Punk:

Originally posted by brian9824:

You cannot get a refund. In the future you need to properly secure your account and stop giving away your credentials.

They already refunded in the past for similar cases and way higher amounts.

Steam has never refunded market place transactions and even if they did years ago the rules are very clear that they do not refund anymore.

No marketplace refunds for ANY reason.

[Cathulhu]

Provide proof for your claim.

[Crazy Tiger]

Remove the profile link, naming & shaming is agianst the rules.

There is no refund for item transactions.
https://support.steampowered.com/kb_article.php?ref=6088-udxm-7214#refund

[Brian9824]

https://support.steampowered.com/kb_article.php?ref=6088-udxm-7214#refund

All purchases are final – you will not have any right to a refund or a reversal of any Community Market transaction once it is completed.

All purchases, even fraudulent ones if you failed to secure your account are final.

[Sonic Punk]

Originally posted by brian9824:

Originally posted by Sonic Punk:

They already refunded in the past for similar cases and way higher amounts.

Steam has never refunded market place transactions and even if they did years ago the rules are very clear that they do not refund anymore.

No marketplace refunds for ANY reason.

You clearly don't know what you're talking about because I already found some users who got one-time refunded nearly $500 and items after being hijacked.

Will see what my lawyer would say about this situation. A Steam marketplace item is a digital item just like any other, which falls under national laws and refund policies.

[Cathulhu]

Again, provide proof of your claim that market transactions are refunded.

[Sonic Punk]

Originally posted by Cathulhu:

Again, provide proof of your claim that market transactions are refunded.

Just one of the many I read: https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences/search?page=2#12jndDV

[Brian9824]

Originally posted by Sonic Punk:

Originally posted by brian9824:

Steam has never refunded market place transactions and even if they did years ago the rules are very clear that they do not refund anymore.

No marketplace refunds for ANY reason.

You clearly don't know what you're talking about because I already found some users who got one-time refunded nearly $500 and items after being hijacked.

Will see what my lawyer would say about this situation. A Steam marketplace item is a digital item just like any other, which falls under national laws and refund policies.

Actually most digital laws say that digital items have no worth. If people told you that they got refunded for digital purchases they lied to you.


The most steam used to do was duplicate stolen items and that was stopped years ago. They never issued refunds to people for marketplace transactions.

Feel free to spend a few thousand on a lawyer and get your steam account shut down in the process. It's spelled out clear as days in the rules and the site.

[Cathulhu]

Originally posted by Sonic Punk:

Originally posted by Cathulhu:

Again, provide proof of your claim that market transactions are refunded.

Just one of the many I read: https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences/search?page=2#12jndDV

That was five years ago back when Valve did reverse trades. That was not a market transaction.
Again, provide proof of your claim that market transactions are refunded.

[Brian9824]

Originally posted by Sonic Punk:

Originally posted by Cathulhu:

Again, provide proof of your claim that market transactions are refunded.

Just one of the many I read: https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences/search?page=2#12jndDV

Try reading, they reversed the trades, something they haven't done in years because it was abused.

Trades are not marketplace transactions....

Steam has had this new policy for about 5 years now with no exceptions.

[Sonic Punk]

Originally posted by brian9824:

Originally posted by Sonic Punk:

Just one of the many I read: https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences/search?page=2#12jndDV

Try reading, they reversed the trades, something they haven't done in years because it was abused.

Trades are not marketplace transactions....

Steam has had this new policy for about 5 years now with no exceptions.

https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences#sCltVlq

I don't care about the trades, he got his Steam Wallet back, that's all I care about.

[Cathulhu]

Again, market transactions are not reversed, never were. If someone bought something with your account, then the money is gone.
Protect your account properly from now on.

[Sonic Punk]

Again, it's not a market transaction, it's a fraudolent transaction, as a matter of fact I opened a ticket for "I have charges from Steam that I didn't make".

If you can't or don't want to be helpful please don't comment.