• Report: #1002468
Complaint Review:


  • Submitted: Thu, January 24, 2013
  • Updated: Thu, January 24, 2013

  • Reported By: Reg — Burnham Maine United States of America
PMB 6846 Suite 120 2711 Centerville Road Internet, Delaware United States of America

Evony Civony, Regan Mercantile, LLC Security Failures Internet, Delaware

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    I began my addiction to Evony December 31st, 2009. And for the past 3 years have spent a considerable amount of real money on this free game. On December 26th, 2012 my account was accessed without my permission, at which time the person changed the password, removed the security code and added a secondary email to my account. In doing so the person bypassed the security questions in place on my account- this is a feature that Evony included to secure the password and security code and is an option used to change the password.
    As soon as i became aware that there was something wrong, i enabled the password retrieval option and reset my password for the first time...at that time all my cities and heroes were intact. Within seconds of accessing my account i was logged off and again the password was coming up invalid..so again i did a password retrieval. 
    A total of 6 password retrievals were needed before the person stopped..by the 3rd time i had already submitted a ticket to Evony for help..the 5th time i logged 7 of my cities and my top heroes were gone. I was able to stay a few seconds longer to reset the security code, but by then it was too late. 
    This all took place in a 35 minute time frame. Evony is a "real time" game, basically runs 24/7 but it took Evony's customer service over 36 hours to reply the first time. When the first reply came it was to assure me that my cities and heroes would be restored (if they were not in play on the server). The correspondence between myself and the Evony team continued on that line of thought til Jan 17th, 2013. At which time i demanded resoration or reimbursement of all funds paid to them since 12-31-09. Then, all of a sudden, it became not their problem. I had sent all the documentation, evidence and information they asked for as they asked for it. 
    I estimate in the past 3 years i have spent between 5-7k on a "free" game, thus warrented a bit of customer service in my time of need. I had been assured my account would be restored, provided the information as well as supporting evidence that it was due to Evony's failed Security that my account was decimated.
    The last correspondence i have had was with a new Team member, "Phil" aka 

CSR Thantium, (Jan 23 2013, 12:31 PM )who has put a new spin on the issue and is now claiming : "


We provide a secure environment as well as a security code to lock down accounts. After viewing the login History we can clearly see that the access info for this account was given to other alliance members so that the account could have been defended while the owner was away.  When login information is given out we cannot be held responsible for the security of the account.  We have 100% followed out Terms of Service Agreement with you.

CSR Thantium

    Strange thing is this is only been the trend since i filed a complaint with the Better Business bureau on Janauary 23rd, 2013. 
         This is in reference to your complaint against Regan Mercantile, LLC .  Your complaint was assigned ID #9387343 .

Your complaint has been sent to the business for their response.  Once they have responded to the BBB, we will contact you again.  In the meantime, if you have further communication directly with the business that results in a resolution, please send us a message to let us know.


Complaint has been sent to the business.

    Date Sent:

1/23/2013 11:02:20 AM

Up until that time i was lucky to get a reply every 5-6 tickets. Then amazingly i got 3 from "Phil" in a few hours.

    I am only wanting my account restored fully or the reimbursement of funds paid to Evony since was their failure to have safeguards that prevented two emails, even a primary and a secondary, to combat over password changes
                12/26/12 04:16:00 PM Evony Account Password Recovery 
                12/26/12 04:14:00 PM Evony Account Password Recovery 
                12/26/12 04:08:00 PM Evony Account Password Recovery 
                12/26/12 04:09:00 PM Information on Your Request {637907} 
                12/26/12 04:02:00 PM Evony Account Password Recovery 
                12/26/12 03:56:00 PM Evony Account Password Recovery 
                12/26/12 03:45:00 PM Evony Account Password Recovery 
    I am not a vengeful person, nor will i say all the things wrong with evony or their customer service..I just want restoration or reinbursement..I play several other servers that were never even peeked at when the person decimated my account on one server..I just wish to continue playing on my main server. For all the bad Evony has done to the players and payers of the game called Evony, they have created an environment that makes it possible to socialize with people from all walks of life and countries that they would never have been able in real life...I do wish they would actually care a bit more about the players instead of making them quit.

This report was posted on Ripoff Report on 01/24/2013 08:36 AM and is a permanent record located here: http://www.ripoffreport.com/reports/evony/internet-delaware-19808/evony-civony-regan-mercantile-llc-security-failures-internet-delaware-1002468. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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