Useless steam support

[RationalAnarchy]

Hello, my cousins acc got stolen and we found that out by the guy sending him blackmails we spent 1,5h filling out steam ticket looking for all of the game key codes and we even found out some of mine gift to him Transaction codes back from 2016 we put in everything that the ticket needed provided proof of black mail SAID HELLO AT THE START AND THANK YOU AT THE END and we still got automated bot response now his pc might still have some malware/spyware/keyloger so we did all of that on my pc created a brand new email with a nuclear head code now hes sleeping bcs he starts work rlly early, not only the hacker almost took a loan on him but also is threatening that he has videos of him masturbating police said that they cant do anything and steam is responding with bots and i just found out that few minutes ago he left all of his servers on discord exactly at the same time so anyway bcs i hate talking to bots im asking you guys if you have any recomendations as on his steam acc theres probably a couple of thausands.... so i was thinking that we might be legaly able to get a lawyer and start lookin for some other legal actions that we can take against both steam and the hacker as in czech republic the damage is high enough for court as well as threatenning with blackmail and theft.

[d3str0y3r]

How are you trying to contact support? Did your cousin follow this guide? Steam does not use bots and all support tickets get a reply. Keep in mind your cousin has to do the account recovery you can not do it for him.

https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560
logout of all accounts before following the guide.

Edit: Tell you cousin to stop falling for the common scams...
https://www.pcmag.com/news/dont-fall-for-this-email-sextortion-scam

[RationalAnarchy]

Originally posted by d3str0y3r:

How are you trying to contact support? Did your cousin follow this guide? Steam does not use bots and all support tickets get a reply. Keep in mind your cousin has to do the account recovery you can not do it for him.

https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560
logout of all accounts before following the guide.

Edit: Tell you cousin to stop falling for the common scams...
https://www.pcmag.com/news/dont-fall-for-this-email-sextortion-scam

thank you for response we were logged out on my pc hes here sleeping with me today we did not follow the guide and yes we did get to the same screen as in the tutorial the only thing we cannot do is lock the acc as we do have the email but he deleted all of the emails the hacker or bot only left the email acc to him as it was his only way to contact him we did manage to change the password and thankfully he had a different facebook password so these are the only two things we currently have. we filled everything and in the end it asked us that they will be happy to help but they need more info the problem is that we filled the whole form and added information on top and i have no idea what more infor they might want us to give the only thing we didnt fill is the game keycode as he always bought games online so we dont have a physical copy

[RationalAnarchy]

so i have no idea what we did wrong and im sorry but if it was a person cant he talk with us? like im sorry but you didnt use the right terminology or im sorry but you need to first lock the acc or okey you showed us a lot of evidence we are gonna lock down the acc and then we will tell you how we decided it just so inhumane to not even introduce themselves and write it down like a bunch of robots im gonna try again tommorow at evening thank you for your help i will read the whole tutorial when i come back from work.

[nullable]

Your problem is that you think your problem is unique and special and of paramount importance. But a thousand hapless users a day hand out their credentials to phishing sites and get their accounts hijacked. There's nothing new or interesting and give the scale of tickets Valve has to deal with, template'd response offer the best service.

Taking issue because you expected personal conversations that would suck up time and resources from other users is all well and good, but it's also unreasonable.

[Muppet among Puppets]

Important is to make a plan how to go at such a problem.

Dont know if you talked with the scammer. Stop all talking.
Find the right paths to support on your own (or as you did in this forum).

Secure the affected computer. Two accounts were affected? They had different passwords? I recommend to make a fresh os install.

Secure the email (and all its settings). Personally i would secure all accounts associated with that email. And set up 2fa for email.

Focus on solving things. Dont confuse yourself with all your thoughts at once.

When you contact steam support on the steam homepage you describe the problem. They tell you what info is needed.. (Your friend has to contact support, if its his account)

Do NOT contact support with an account that might be hijacked or with an email that is not secure or on an unsecured computer,
or the scammer could read the tickets.