STEAM Is protecting scammers

[SoloAl]

Hello Steam Community,

I want to share my recent experience in hopes of getting help and also to warn other users. My Steam account has been hacked for the third time in a year. This time, the hackers purchased a community cosmetic item using my account.

I have tried contacting Steam support, but their responses have been automatic and offensive, showing no real interest in resolving my issue. They used the excuse that they do not offer refunds for community items. I have been a Steam user for many years and have over $3000 in items on my account. However, it seems that none of these items are truly mine or ours; we are at the mercy of Steam.

As a Latin American, I feel trampled and mistreated by Steam’s customer service. This situation has led me to consider selling my Steam Deck, as I no longer feel that my investment is safe on this platform.

To make matters worse, the amount stolen was only $8, which was a birthday gift. It frustrates me that Steam would do absolutely nothing over such a small amount of money.

Here is a copy of the response I received from Steam Support:

Steam Support Response:

To learn how to avoid scams or hijackings, please see our Trade Scam article.

To make sure that a scammer is reported, please report them through the Steam Community. Reporting a scammer through the Steam Community is the best way to prevent them from committing future scams.

Since there’s not much more that I can say or do to be of help with this particular issue, I am going to close this help request.

If you have questions on an unrelated issue, please create a new help request and we will be happy to help you.

Steam Support
Ken

Ken, I don’t know who you are, but you don’t get to treat people like that. You don’t ignore my loss of money and you don’t get to just cut off my support! Even the Chilean government has better customer support. What a shame.

I appreciate any advice or help you can offer.

Best regards,
SoloAl

[SoloAl]

Originally posted by Emilio:

Originally posted by SoloAl:

steam like it or not is an investment platform, its like a bank, i give them money and they manage my assets, in this case, games, and I lost my trust In their will to help me, may be that these automated responses are only because its a comunity item that was bought, but one thing is clear, they will not help you, i doesnt matter if you have 10 or a milion games, man if something like this happened with an xbox or PS, im shure theyll run to make me feel taken care off

Steam is not a bank and games are not an investment.

To be brutally honest consoles might be better for you since it is usually not as easy for users to be phished over there.

the fact is, my info got filtered in 2010 by sony, they really tried to get my trust back as an user, I like pc gaming and I can learn to deal with phishing but I cant deal with "u ♥♥♥♥♥" suport responses

[Ettanin]

Originally posted by SoloAl:

I sent an "a purchase was made without..." because I repeat, its a purchase with fonds, not an already own item, normal refunds policy should apply, and I have not accepted any changes to user agrements, im 30, i want to play ghost recon island thunder and old crappy games, I didn't even know there was trading

https://help.steampowered.com/en/faqs/view/61F0-72B7-9A18-C70B#refund

How can I reverse or cancel a completed Community Market transaction and/or get a 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.

You won't get a refund.

The item bought via this transaction won't be returned either, as it left through trading.

Section 1 C of the Steam Subscriber Agreement ( https://store.steampowered.com/subscriber_agreement/ )

C. Your Account

When you complete Steam’s registration process, you create a Steam account ("Account"). Your Account may also include billing information you provide to Valve for transactions concerning Subscriptions, Content and Services and the purchase of any physical goods through Steam (“Hardware”). You may not reveal, share or otherwise allow others to use your password or Account except as otherwise specifically authorized by Valve. You are responsible for the confidentiality of your login and password and for the security of your computer system. Valve is not responsible for the use of your password and Account or for all of the communication and activity on Steam that results from use of your login name and password by you, or by any person to whom you may have intentionally or by negligence disclosed your login and/or password in violation of this confidentiality provision. Unless it results from Valve’s negligence or fault, Valve is not responsible for the use of your Account by a person who fraudulently used your login and password without your permission. If you believe that the confidentiality of your login and/or password may have been compromised, you must notify Valve via the support form ( https://support.steampowered.com/newticket.php ) without any delay.

Your Account, including any information pertaining to it (e.g.: contact information, billing information, Account history and Subscriptions, etc.), is strictly personal. You may therefore not sell or charge others for the right to use your Account, or otherwise transfer your Account, nor may you sell, charge others for the right to use, or transfer any Subscriptions other than if and as expressly permitted by this Agreement (including any Subscription Terms or Rules of Use) or as otherwise specifically permitted by Valve.

[ReBoot]

Originally posted by SoloAl:

Originally posted by Emilio:

Steam is not a bank and games are not an investment.

To be brutally honest consoles might be better for you since it is usually not as easy for users to be phished over there.

the fact is, my info got filtered in 2010 by sony, they really tried to get my trust back as an user, I like pc gaming and I can learn to deal with phishing but I cant deal with "u ♥♥♥♥♥" suport responses

You have to learn to deal with reality. If the reality is "u ♥♥♥♥♥", than you have to deal with that.

[SoloAl]

I really think these practices are predatory and unfair, and personally, I’m out. What happened, Steam? You used to be cool. I used to recommend Steam Decks and install Steam OS on any AMD notebook I found, but I’m done now. I remember when Steam Support helped me with login issues, refunded my money for a game that didn’t run (ARK), and assisted me with problems on my Deck just a year ago. But when it comes to hacking (phishing is a form of hacking, like it or not, so stop downplaying the issue), there’s nothing. They don’t help because there’s too much hacking? I guess hackers won then.

[Unn4m3d (♥AUT♥)]

Originally posted by SoloAl:

I really think these practices are predatory and unfair, and personally, I’m out. What happened, Steam? You used to be cool. I used to recommend Steam Decks and install Steam OS on any AMD notebook I found, but I’m done now. I remember when Steam Support helped me with login issues, refunded my money for a game that didn’t run (ARK), and assisted me with problems on my Deck just a year ago. But when it comes to hacking (phishing is a form of hacking, like it or not, so stop downplaying the issue), there’s nothing. They don’t help because there’s too much hacking? I guess hackers won then.

You don't seem to be capable (or willing) to read what people tell you.


Nobody "hacked" your Steam Account.
You leaked your account information somewhere.
An account is perfectly safe as long as you don't hand them out.


And you were also told why Steam does not return any items.

[SoloAl]

If a purchase wasn't made by me, I'm intime and i have proof that It wasn't me who did the purchase, then aknollage that

Originally posted by Unn4m3d (♥AUT♥):

Originally posted by SoloAl:

I really think these practices are predatory and unfair, and personally, I’m out. What happened, Steam? You used to be cool. I used to recommend Steam Decks and install Steam OS on any AMD notebook I found, but I’m done now. I remember when Steam Support helped me with login issues, refunded my money for a game that didn’t run (ARK), and assisted me with problems on my Deck just a year ago. But when it comes to hacking (phishing is a form of hacking, like it or not, so stop downplaying the issue), there’s nothing. They don’t help because there’s too much hacking? I guess hackers won then.

You don't seem to be capable (or willing) to read what people tell you.


Nobody "hacked" your Steam Account.
You leaked your account information somewhere.
An account is perfectly safe as long as you don't hand them out.


And you were also told why Steam does not return any items.

If a purchase wasn’t made by me, and I have proof that it wasn’t me who made the purchase, then acknowledge that. If the platform uses a policy to avoid analyzing a specific case, then it’s not a company I want to support. I understand that some activity might have caused a potential breach, but that’s no excuse not to review a case. They decided that labeling me as an abuser of their system was easier than studying the case. When each new game costs $70 USD, it’s not worth continuing to trust my library to Steam.

[SoloAl]

Thanks to everyone for taking the time to explain. I see clearly how Steam’s policies are laid out now, and I’m certain I’m making the correct decision. It’s sad to see my games go to waste, but as someone who is autistic, the amount of pain this has caused me is beyond words.

I feel betrayed, and I understand that might seem childish and stupid to some. But compared to how much I loved the Steam Deck and the feeling that Steam genuinely wanted me to have a great experience as a user, this situation has shattered that trust.

[SoloAl]

To the user who said that games on Steam are not an investment: Now that I am switching platforms, I will lose my games, which proves that I do not truly own the items in my inventory. I am at the mercy of Steam, and this highlights the issue with their automated responses to cases of hacking and fraud.

When a platform does not take the time to review specific cases and instead relies on generic responses, it undermines the trust and security that users expect. This situation has shown me that my investment in Steam was not as secure as I believed, and it is disheartening to realize that I am not the true owner of the content I paid for. someting I did know, but now is more than clear

[SoloAl]

Originally posted by Unn4m3d (♥AUT♥):

Originally posted by SoloAl:

I really think these practices are predatory and unfair, and personally, I’m out. What happened, Steam? You used to be cool. I used to recommend Steam Decks and install Steam OS on any AMD notebook I found, but I’m done now. I remember when Steam Support helped me with login issues, refunded my money for a game that didn’t run (ARK), and assisted me with problems on my Deck just a year ago. But when it comes to hacking (phishing is a form of hacking, like it or not, so stop downplaying the issue), there’s nothing. They don’t help because there’s too much hacking? I guess hackers won then.

You don't seem to be capable (or willing) to read what people tell you.


Nobody "hacked" your Steam Account.
You leaked your account information somewhere.
An account is perfectly safe as long as you don't hand them out.


And you were also told why Steam does not return any items.

That’s a flawed argument. If I fire a gun at you and you die, is it the bullet’s fault? The bullet didn’t pull the trigger. Similarly, if someone hacks my account, regardless of the circumstances, it’s impossible to definitively know who is at fault. Blaming the victim in such cases is not only unfair but also perpetuates a toxic mindset.

First, it’s literally impossible to determine who is at fault in a hacking incident. Security breaches can happen even to the most cautious individuals. Second, blaming someone for being hacked is akin to blaming a woman for being assaulted because of her clothing. This kind of victim-blaming prepares us for a truly rotten society.

[ReBoot]

Originally posted by SoloAl:

First, it’s literally impossible to determine who is at fault in a hacking incident. Security breaches can happen even to the most cautious individuals. Second, blaming someone for being hacked is akin to blaming a woman for being assaulted because of her clothing. This kind of victim-blaming prepares us for a truly rotten society.

Pro tip: throwing around gross (and faux) analogies doesn't make you look good. Neither does overblown drama.

Yeah, you're emotional about that, we all get that. Now go deal with that emotions like a healthy adult, not like a spoiled brat.

[SoloAl]

This forum is supposed to be a place where we can discuss our thoughts and experiences with Steam. Resorting to defensive comments and dismissing others’ concerns doesn’t contribute to a constructive conversation.

Pro tip: Dismissing someone’s valid concerns by calling them “gross” or “faux” analogies doesn’t make you look good either. It’s important to recognize that everyone has different experiences and emotions, and invalidating them only perpetuates a toxic environment.

Yes, I’m emotional about this issue because it has caused me significant distress. It’s not about being a “spoiled brat”; it’s about expecting a level of support and security from a platform I’ve invested heavily in. Constructive criticism and open dialogue are essential for any community to thrive. Let’s focus on discussing how Steam can improve its policies and support, rather than attacking each other.

Do you feel comfortable knowing that Steam might not defend you if this happens to you? How would you feel if your less tech-savvy children spent days saving up for a game, only to end up empty-handed and blamed by customer service for simply being users?

[Supafly]

If your account is getting compromised, hijacked NOT hacked, the entry point is on your end. The fact it's the 3rd time in a year makes that so very, very obvious. Find the gap in your account security and PLUG IT. Blaming Steam for being hacked is pushing the blame somewhere else.

If you give you address and keys to a stranger and they enter your home to steal your stuff is it the lock makers fault? Is it the lock installers fault? Answer to both those question is no. In this case both the lock maker and installer are in the same position as Steam as they designed their locks and and installed them on their system. The stranger can't enter your home using your keys if you hadn't handed them the keys just like how someone got into your account, you gave them the keys.

Secure your account
Scan for Malware/virus https://www.malwarebytes.com/mwb-download/
Deauthorize all devices https://store.steampowered.com/twofactor/manage
Change your Account password on a secure device, mobile phone for example.
Generate new back up codes https://store.steampowered.com/twofactor/manage
Revoke the API key https://steamcommunity.com/dev/apikey

If you insist on using third party sites do it the safe way

1. Open Web browser
2. Login on Steams Official page
3. Visit Third party site
4. Look for and use the one click login button
5. If 4 doesn't work and you're asked for you username, password and Guard code your on a phishing site. LEAVE and DO NOT use again

Example of what it should look like
https://steamcommunity.com/sharedfiles/filedetails/?id=2338543075

[SoloAl]

As a user, I assumed that the U.S. regulations on transaction fraud would apply to online transactions universally. I now understand that this is not the case, and I am embarrassed by my misunderstanding of the policies.

In the United States, regulations such as the Electronic Fund Transfer Act (EFTA) and the Fair Credit Billing Act (FCBA) provide strong protections for consumers against unauthorized transactions and fraud. These laws require financial institutions and merchants to investigate and resolve disputes promptly.

However, it appears that Steam’s policies do not align with these stringent protections. This discrepancy has highlighted a significant gap in consumer protection for digital goods and services. For example, in the banking sector, if a customer reports unauthorized transactions, banks are legally required to investigate and take action. Similarly, in e-commerce, online retailers must address customer complaints about unauthorized transactions or hacking.

I am deeply disappointed that Steam does not offer the same level of protection and support. This realization has led me to reconsider my trust in the platform.

I am giving up and closing this thread because I realize that there is no intention to improve or grow within this community.

Thank you for your understanding.

[ReBoot]

Originally posted by SoloAl:

This forum is supposed to be a place where we can discuss our thoughts and experiences with Steam. Resorting to defensive comments and dismissing others’ concerns doesn’t contribute to a constructive conversation.

You're the one refusing to accept what you're being told. You're the one who want an echochambe. Want a constructive conversation? Then start!

Originally posted by SoloAl:

Pro tip: Dismissing someone’s valid concerns by calling them “gross” or “faux” analogies doesn’t make you look good either. It’s important to recognize that everyone has different experiences and emotions, and invalidating them only perpetuates a toxic environment.

Speaking of "toxic", comparing your account getting hijacked to rape is toxic.

Originally posted by SoloAl:

Yes, I’m emotional about this issue because it has caused me significant distress. It’s not about being a “spoiled brat”; it’s about expecting a level of support and security from a platform I’ve invested heavily in. Constructive criticism and open dialogue are essential for any community to thrive. Let’s focus on discussing how Steam can improve its policies and support, rather than attacking each other.

The platform is secure. It is YOU who failed YOUR security, not the platform. By the way, it is you who's blocking constructive criticism. You are given constructive criticism and refuse to accept it, while asking for constructive criticism. Damn, what a hypocrite!

Originally posted by SoloAl:

Do you feel comfortable knowing that Steam might not defend you if this happens to you? How would you feel if your less tech-savvy children spent days saving up for a game, only to end up empty-handed and blamed by customer service for simply being users?

Well yeah, I'm 39. I do feel comfortable that no motherly/fatherly figure will protect me in case I lose my keys and some stranger gets into my place because they have the keys that I didn't take care of.


Seriously, what the ♥♥♥♥'s with peopple complaining about the very stuff they perpetuate themselves? Here's a dude asking for a constructive discussion while refusing any views that don't meet their own.

[Aluvard]

Originally posted by SoloAl:

This forum is supposed to be a place where we can discuss our thoughts and experiences with Steam. Resorting to defensive comments and dismissing others’ concerns doesn’t contribute to a constructive conversation.

Pro tip: Dismissing someone’s valid concerns by calling them “gross” or “faux” analogies doesn’t make you look good either. It’s important to recognize that everyone has different experiences and emotions, and invalidating them only perpetuates a toxic environment.

Yes, I’m emotional about this issue because it has caused me significant distress. It’s not about being a “spoiled brat”; it’s about expecting a level of support and security from a platform I’ve invested heavily in. Constructive criticism and open dialogue are essential for any community to thrive. Let’s focus on discussing how Steam can improve its policies and support, rather than attacking each other.

Pro-tip - you got scammed and you should accept it. It wasn't due to some powerful hacker who took over control of your account. You shared info with scammer either via logging into 3rd party sites or via malware (which btw also doesn't magically appear on your pc).


Steam SSA clearly defines they and mine duties, to keep account secure.

Do you feel comfortable knowing that Steam might not defend you if this happens to you? How would you feel if your less tech-savvy children spent days saving up for a game, only to end up empty-handed and blamed by customer service for simply being users?

Steam has clear rules regarding that. I've no problem with no one holding my hand saying, that everything will be ok because I failed to secure my own data.

Regarding children - they would learn important lesson about cybersecurity relatively cheaply. Hopefully that would save their bacon in similar situation in adult life.

Originally posted by ReBoot:

Seriously, what the ♥♥♥♥'s with peopple complaining about the very stuff they perpetuate themselves? Here's a dude asking for a constructive discussion while refusing any views that don't meet their own.

He came here thinking that we will jump bandwagon "security is bad, someone else need to do sth about it".
Most likely he's in denial.