Rockstar has officially commented on the claim that customer service representatives with the company are told to hang up on customer, with Rockstar saying that “these new staff members did not respond appropriately,” and the company is working to “remedy this immediately.”
We are aware of recent issues players have experienced when trying to contact Rockstar Support, and we take these issues extremely seriously. We have absolutely not instructed support staff to hang up on players who are reporting compromised Rockstar Games Social Club accounts. We have added a large number of new staff to help with the launch of Grand Theft Auto V on PC and in this case some of these new staff members didn’t respond appropriately. We sincerely apologize that these players didn’t receive the high quality experience they deserve, and we have taken steps to remedy this immediately.
Even though numerous accounts on the Rockstar Games Social Club have been hijacked, leaving the accounts’ creators unable to login, Rockstar claims that its online service has not been hacked.
According to the company in a recent statement, the service, which is used for Grand Theft Auto V and other titles, “has not been compromised.” The company then reminded users no to use the same username and passwords across different websites.
However, it appears that attempts have been made to access user accounts using email and password combinations from an unaffiliated, compromised website or database elsewhere on the Internet.
For the accounts affected, we are in the process of reverting those accounts back to their original owners. As a reminder, it is a good policy to ensure that the Rockstar Games Social Club account username and password is not shared across multiple websites on the Internet.
At the same time, Rockstar customer service has reportedly been told to hang up on people calling about their hijacked accounts. Gamers Nexus has done a little investigation that looks at the company’s customer service. They called up numerous times about their hijacked account, and each time they were told “Your case has been logged for further review. Our understanding is that there is no further help that we can provide at this time and we will now end this call.” After this, the customer service hung up, despite Gamers Nexus staff members trying to ask questions.
Finally, one staff member apparently asked if why they keep hanging up, and a customer service agent mentioned that they are told to do that. While Rockstar has not yet issued a statement on this, it seems legitimate. Have you had any issues with the Rockstar customer support?