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Our team here has seen unusually extended hold times, and our phone lines have been nearly full for the last few days. This appears to be due in part to a recent outbreak of lost and/or stolen passwords, which is part of why recent Community postings have been put up to warn people of the dangers of sharing account information and of third-party programs designed to covertly steal account access.
One such posting, which really cannot get enough visibility:
http://forums.worldofwarcraft.com/thread.aspx?fn=wow-general&t=5171990&p=1
Our volume of people claiming lost passwords, which is just one of several regular issues our team handles, has more than doubled within the last few weeks as a result of large numbers of users who find their accounts compromised. We are working on expanding our phone and email staff to accommodate this volume, and on posting pre-emptive warnings (like the above) wherever we can, to help players keep their account information secure.
That said, our team will be working to answer our callers as quickly as possible, in the order they call. Please hang in there-- be sure NOT to disconnect and redial, as this will put you back at the end of the line. Keep in mind, if you have a more general question about how our system works (one which will not require specific account verification), you can potentially save yourself these hold times on the line by simply emailing billing@blizzard.com. We'll look forward to getting your issue resolved as soon as we can.
Kind Regards,
Billing Manager
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