I wanted to inform the community of the recent experience we had with En Masse support and beseech you to help us by posting stories of guild banks and hacked characters being restored. Here's a little background to start.

UPDATE: TLDR: En Masse wants you to ninja guild banks. Everyone should attempt to gain access to their guild's bank then steal its contents for themselves. No action will be taken against accounts which steal guild bank contents.

- At 16:43 today a member of our guild Selrahc ninja looted our guild bank's contents.
- We immediately contacted En Masse chat support in order to get the bank restored.
- En Masse refused to restore our guild bank citing their policy as a reason.
- Further chat ensued between guild members of Thirsty and En Masse GM's.
- The character Selrahc was determined to still be located on Jagged Coast and his inventory was confirmed to contain our guild banks items.
- En Masse refused to restore the items or take action against Selrahc.
- When confronted for the blatant disregard for customer service and asked how the situation was going to be resolved En Masse employees stated "I'm sorry but I don't need to explain myself about how we will handle this." When further prompted for a response En Masse customer service responded "You can be as curious as you want."








- Thirsty members were concerned that En Masse didn't even ask for the offenders name so phone calls were made to their customer service department.
- A CSR answered and said he was aware of the issues that Thirsty was experiencing but as was stated during the live chat they would not restore the guild bank because of their policy.
- When asked why the policy existed he recited the scripted text from a FAQ post saying that Guild Masters were responsible for players accessing their guild banks and in the case that a player with access was hacked that En Masse would not be held accountable and that the fault lied on the guild and players.
- Following up on this question Thirsty asked if player characters were hacked and deleted then would En Masse return their items. By doing this Thirsty attempted to show the illogical format of En Masse’s guild bank policy.
-En Masse phone CSR responded that they are not responsible for hacked accounts and that if a character was hacked and deleted then the character would not be restored.

IF YOU HAVE EVER HAD A CHARACTER RESTORED OR A GUILD BANK RESTORED AFTER BEING HACKED PLEASE POST TO HELP US OUT!

Below are the chat logs.

UPDATE:

Thanks to Distar and Vincit Omnia for pointing out evidence of their guild bank being restored.

Hi, my name is GM Metatron. How may I help you?
Garbuk .: hey Metatron
Garbuk .: so we've got an issue
Garbuk .: our gbank just got ninjaed
Garbuk .: need some help having it restored
Garbuk .: and hopefully ya'll can ban the guy who took it
GM Metatron: I'm afraid there's nothing we can do about guild bank ninjas. Sorry for the inconvenience.
Garbuk .: metatron
Garbuk .: you've gotta be kidding me
GM Metatron: Garbuk, I'm not.
Garbuk .: haha
Garbuk .: wow
Garbuk .: so
Garbuk .: our gbank gets ninjaed
Garbuk .: and ya'll aren't going to do [filtered]
Garbuk .: not looking good for your community man
Garbuk .: i've spoken with the gm's of the other top guilds
Garbuk .: and they were awaiting en masse's response on the issue
Garbuk .: not to mention
Garbuk .: i'm top stream for ya'll on twitch
Garbuk .: really love tera man
Garbuk .: huge supporter of en masse
Garbuk .: just really disappointed that this is the response you are giving us
Garbuk .: as a community
GM Metatron: I'd like to help you, really. I know how annoying bank ninjas are.
Garbuk .: for the blatant loss
Garbuk .: of our entire guild's efforts
Garbuk .: I'm glad you'd like to help me
Garbuk .: Let's get started
Garbuk .: I have the bank log
Garbuk .: You can replace the items taken
Garbuk .: and ban his account
Garbuk .: easy fix
Garbuk .: no drama from us
Garbuk .: the community wins
Garbuk .: en masse wins
Garbuk .: you make a public statement
Garbuk .: everyones happy
Garbuk .: easy as that metatron
Garbuk .: really a simple fix.
GM Metatron: https://tera-support.enmasse.com/app/answers/detail/a_id/399
Garbuk .: i'm speaking with all of the gm's on jagged coast right now, and we are really eager to see en masse cooperate with us on this
GM Metatron: We have made a statement.
Garbuk .: i've read it
Garbuk .: aware what it says
Garbuk .: think this one through
Garbuk .: we need your help amigo
GM Metatron: You gave this person permission to access your bank.
Garbuk .: You have a flawed banking system which doesn't allow different tabs to accessed
Garbuk .: and we don't know if his account was hacked
Garbuk .: or what
Garbuk .: it may not have been him
Garbuk .: who accessed the bank
Garbuk .: and gquit
Garbuk .: you are going to cost our guild
Garbuk .: tens of thousands of gold
Garbuk .: and hundreds of godsmarrow
Garbuk .: and tier 13 patterns
Garbuk .: and crafting materials
Garbuk .: not to mention
Garbuk .: the community
Garbuk .: will not be thrilled about this
Garbuk .: nor will the viewers of the stream
Garbuk .: nor the gm's on jagged coast who also run top end guilds
Garbuk .: really a simple fix.
Garbuk .: the guild bank log shows what we lost
Garbuk .: you restore it
Garbuk .: ban his account
Garbuk .: we both win
Garbuk .: simple.
Garbuk .: if someone's account is hacked
Garbuk .: and their characters are deleted
Garbuk .: you restore them
Garbuk .: it's the same situation
Garbuk .: our guild bank was hacked
Garbuk .: it requires being restored
Garbuk .: it's logical
Garbuk .: it's rational
GM Metatron: The most I can do is send up a suggestion that our developer add more security to the guild bank. That is all. I know this makes me seem like the bad guy here, but it's policy. I cannot change policies.
Garbuk .: you have a supervisor i can talk to?
Garbuk .: ?
Garbuk .: would like to speak to a supervisor if you can get me one please
'GM Woookeemosabei' has joined the chat.
GM Woookeemosabei: Hi
Garbuk .: hey woookee
Garbuk .: how are you
Garbuk .: we've got an issue
Garbuk .: gbank got ninjaed
GM Woookeemosabei: Im good
Garbuk .: your policy is that you don't restore gbanks
Garbuk .: we are losing tens of thousands of gold
GM Woookeemosabei: This is correct
Garbuk .: and hundreds of godsmarrow
Garbuk .: tier 13 patterns etc
Garbuk .: im asking ya'll
Garbuk .: to help us out
Garbuk .: one players actions
Garbuk .: is [filtered] an entire guild of hundreds of people
Garbuk .: i'm the top stream in tera
Garbuk .: [filtered] doesn't look good
Garbuk .: and it's very dissuading
Garbuk .: spoke with the gm's on jagged coast
GM Woookeemosabei: Im sorry but as you have already stated and know. Our policy is we will not restore gbanks
Garbuk .: so
Garbuk .: the guys account was hacked
Garbuk .: and he stole the gbank
Garbuk .: and you wont restore it?
Garbuk .: that is your official response?
Garbuk .: the chat log will be screenshotted
Garbuk .: we'll be making forum posts and relaying the info through the stream etc.
GM Woookeemosabei: Do as you please, this is my final statment
Garbuk .: roger
GM Woookeemosabei: Is there anything else I can help with?
Garbuk .: you didn't help me
GM Woookeemosabei: Ok,
Garbuk .: this is my current issue
Garbuk .: so nope
Garbuk .: customer support supports the player base
Garbuk .: not ninjas
Garbuk .: qq
Garbuk .: emo garbuk
Garbuk .: nerd rage
Garbuk .: first world problems
Garbuk .: etc etc.
Garbuk .: =P
GM Woookeemosabei: haha
GM Woookeemosabei: ok, well since I have given you the answer on this issue. Is there anything else I can help with?
Garbuk .: if i infiltrate guilds
Garbuk .: and ninja 50+ guild banks
Garbuk .: to make a point
Garbuk .: you wont ban me?
GM Woookeemosabei: I never said this
Garbuk .: lol
GM Woookeemosabei: Now you are trying to put words in my omouth
GM Woookeemosabei: mouth
Garbuk .: well clarify this for me then
Garbuk .: you can ninja guild banks
Garbuk .: but if you ninja 13.5
Garbuk .: then it equals a ban
Garbuk .: but one
Garbuk .: isn't bad
GM Woookeemosabei: Thanks for contacting EnMasse Customer support. Have a great evening
Garbuk .: ...?
GM Woookeemosabei: Whatever punishment we do will never involve you.You will never know
Garbuk .: but you never asked me for the guys name
Garbuk .: who ninjaed the bank
Garbuk .: so no action is going to be taken by you
Garbuk .: which implies logically, that someone x could ninja every guild bank in the game
Garbuk .: and no action would be taken against
GM Woookeemosabei: Im sorry but I dont need to explain myself about how we will handle this
GM Woookeemosabei: If therer is nothing else, thank you and have a good night
Garbuk .: but i'm curious as to how you will handle it
Garbuk .: because it involves our guild bank
GM Woookeemosabei: You can be as curious as you want
'GM Woookeemosabei' disconnected ('Participant Left').
Garbuk .: and it seems like no action is being taken against the offender
Garbuk .: metatron
GM Metatron: Yes?
Garbuk .: bummer man
GM Metatron: I can send up a suggestion for you asking that there be options to restrict bank access for a guild.
Garbuk .: send it up
Garbuk .: hmm
Garbuk .: well
Garbuk .: screen shotting the log
GM Metatron: Anything else I can do for you tonight?
Garbuk .: naw
Garbuk .: just hang out
Garbuk .: for five minutes
Garbuk .: real quick
Garbuk .: while i screen shot the log please
GM Metatron: I've got to assist other customers with their issues. There should still be a log history for you to record when I go.
Garbuk .: roger
Garbuk .: take care
GM Metatron: You too.
'Garbuk .' disconnected ('Concluded by Agent').

That really sucks man. I know how much Thirsty has progressed in this game, and is IMO probably one of the top quilds on the server if not the top guild. I can't even imagine the ammount of stuff in bank.

En Masse, should smarten up and roll back the bank. This is un-acceptable, how could you see this coming, this was out of your control.

GL

Here's the thing. They have no responsibility to do this.
It is COMPLETELY your own fault for giving someone un-trustworthy access to the guild bank.
Honestly, if someone ninja'd my guild bank, which I assure you has a substantial amount of wealth, I would never go crying to a GM.
They didn't break a rule.
They didn't hack.
They didn't use an exploit.
The only one to blame is the management of the guild, and their lack of screening ability is the only cause.
It's part of the game, get over it.
So tired of people complaining about this. It is a pretty viable strategy for opposing guilds to use, honestly.
Stop [filtered]ing.

I hope they reverse their stance and help you guys out. Always sucks to have this sort of thing happen, and despite what people might say, there is not really any reliable way to screen for this sort of thing, especially given how much you can stand to lose.

Good luck with the situation.

The event that happened really suck for your guild, but that part of the game.

All the mmo I played will not do anything to fix the situation. Not like they hack or did anything illegal. It is part of the game and you just have to deal with it. Happened to my guild several times over the years in other mmo and just have to deal with it. It is harsh, but that reality.

I will be fairly disappointed in en masse if they do not restore the items. Piss poor customer service. GMs in EQ1 used to restore ninja'ed items all the time.

Maybe if you didn't type and talk like a five year old to the GM he would have taken you a little more seriously.

And Xack is 100% right, it is your own fault.

Awful policy from En Masse.

And once again, Tera GMs have chosen to display their complete lack of professionalism when they choose to respond to tickets with a tone full of snark that sounds more akin to the common forum troll. Great way to talk to customers, En Masse.

You might want to consider posting this in the general forums, as well as reddit etc. if you haven't. This is a [filtered] policy and the total inaction on the part of GMs is something people should be made aware of before it happens to anyone else.