GGG Useless support. Not responding to emails.

Subject: Issues with Account and GGG Support (I had to create another account so I can write this And i see its technical support (Path of exile 1) but I don't know how to change it)

Hi,

I’ve been a casual Path of Exile player for several years. My old player ID was AbraMeleH#4303. I started playing even before PoE1 was available on Steam, which is an important detail here. Recently, I was excited about PoE2 and decided to pre-purchase it. I even convinced my brother to join me for some co-op gameplay. To ensure everything would work smoothly, I invested in a new computer that met the game’s system requirements.

However, when I tried to log into my old account (which I hadn’t used in years because I switched to Steam and logged into trade through that platform), I discovered that my email address had been changed. I realized this was going to be a huge issue because the new game key would end up being sent to the hacker’s email. To avoid losing access to PoE2 entirely, I purchased it through Steam, ensuring it would be linked directly to my Steam account. At the same time, I contacted GGG support, asking for the email address on my pathofexile.com account to be updated to match my Steam-linked email.

First conversation: November 28 titled Access to account problem.
On November 28, I reached out to GGG support with a detailed email explaining my situation. I provided the original email address associated with my account, the new email address I wanted to use, and additional verification details, including the last four digits of the credit card I used for purchases.

The next day, I received a response from support asking me to provide the names of some of the characters I had played on my account. I promptly replied with this information and also included some additional details about my playstyle and the account's history to further verify my ownership.

After sending this response, I felt optimistic, assuming that the issue would soon be resolved. I waited for confirmation that my email address had been updated.

Second conversation: December 15
After more than two weeks without any updates, I finally received a reply. To my disappointment, it came from a different support agent (or perhaps a bot) who clearly hadn’t read any of the previous emails. Instead of addressing my issue, they sent me a generic response, stating that it was unfortunate someone had hacked my accounts on other platforms (Epic or Steam) and recommending that I change my password for my pathofexile.com account. They included a link to an article about account security and mentioned that they couldn’t restore any stolen items.

To make matters worse, I discovered that my account had been blocked. I had been actively playing PoE2 on Steam from its release until December 4 without any issues. Now, the only person who can access my old account is the hacker who stole it years ago.

Holidays ruined
I had been looking forward to playing PoE2 during the holiday break, but instead, support not only failed to resolve my issue but also took away my ability to play the game. I immediately sent another email, pointing out several things:

The support agent didn’t read my earlier emails.
Instead of resolving my issue, they blocked my account.
Their actions ruined my plans for the holidays, as I could no longer access the game.
Third conversation: December 27
After waiting another 11 days, I received a response from yet another support agent, who asked when I last scanned my computer for malware. At this point, my frustration reached its peak. I replied (without insults) and explained that this was the worst support experience I’ve ever had. I mentioned that such a response after an 11-day wait was unacceptable and added that I hadn’t scanned my computer because I had purchased a new one specifically for playing PoE2.

January 11
I sent a follow-up email, reminding them about my unresolved issue and asking if anyone planned to address my case.

January 22
Another week has passed, and I still haven’t received any reply. My account remains blocked, and GGG support has been completely unresponsive. I suspect they marked my case as "resolved" despite not actually doing anything to fix it.

At this point, I’m left with nothing:

I can’t get a refund for PoE2 because I’ve played more than two hours on Steam.
I can’t access my account to play the game.
I can’t get any help because GGG’s support seems non-existent.
This entire situation has been the worst user experience I’ve ever had with any company. I Just hope they give me my money back because i feel strong resentment for playing the game anymore. I lost many hours writing emails in another language and i feel cheated. If not at least unlock the game on my steam.

Best regards,
AbrameleH

"

Vash_GGG wrote:

Hey AbrameleH, I'm very sorry to hear about this, and I understand how frustrating this must be. I apologise for our slower-than-usual support response times. As mentioned in our recent Customer Support Update, due to the massive increase in tickets from Early Access, we've fallen behind our usual standard. We will do our best to get back to you as soon as possible.

It's not about having more people; it's about the quality of support and the inefficiency of multiplying work by assigning a new worker to every new email. Did you even read what I wrote above, or was it too long?

The next time I get a response from another support worker, do you think they will read through the few thousand words of previous conversations? Or will they just skip to another checkbox on the list of canned responses they can copy and send to the customer?

If the second worker had actually read what I told the first one, I would have received help more than a month ago.

It's obvious that your support is stuck—you’re not solving problems; you’re creating more of them.

At least in my case...

"

AbrameleH#7042 wrote:

"

Vash_GGG wrote:

Hey AbrameleH, I'm very sorry to hear about this, and I understand how frustrating this must be. I apologise for our slower-than-usual support response times. As mentioned in our recent Customer Support Update, due to the massive increase in tickets from Early Access, we've fallen behind our usual standard. We will do our best to get back to you as soon as possible.

It's not about having more people; it's about the quality of support and the inefficiency of multiplying work by assigning a new worker to every new email. Did you even read what I wrote above, or was it too long?

The next time I get a response from another support worker, do you think they will read through the few thousand words of previous conversations? Or will they just skip to another checkbox on the list of canned responses they can copy and send to the customer?

If the second worker had actually read what I told the first one, I would have received help more than a month ago.

It's obvious that your support is stuck—you’re not solving problems; you’re creating more of them.

At least in my case...

Social engineering is not for everyone lol

In everyone's case. These forum employees are just insulting at this point. Absolutely horrible company.