[2020] Ticket escalated but can't request updates?

Originally Posted by H2Yo
So my account was hacked while I was in a different country. The ******* had me banned for repeated cheating and spent 23K of my hard earned renown. I logged a ticket on the 13/10 and it was escalated. The Ubisoft Support guy verified that my account had been compromised and I provided proof but I haven't heard a peep since.

The weird thing is he told me not to update my ticket further as it will automatically pull it out of the escalations queue and cause additional delays... But how can I request an update without doing so? I'm posting in here in hope that an Ubi dude can get back to me.

Hello, thank you for getting in touch. I'm sorry to hear that this happened to you, but you're contacting the right people!

Apologies for the confusion regarding how our ticket system works. When a Live Chat is opened it will assign your case to the support agent, which may take it from our escalations queue. I recommend the following methods in future:

- Contacting us via social media
- Updating your support case on our website, though I appreciate it may take some time to receive a response while it's being investigated

On to the good news! I have been in contact with the Rainbow Six Siege team for you. They were able to determine that this was a perfectly valid appeal, and so I'd like to make you aware of the following:

- You have now been unbanned.
- You can usually play straight away, however it may take up to 24 hours
- This is a one time exception, so please make sure to secure your account: https://support.ubi.com/en-GB/Faqs/000025170/

A support agent will also send you an email confirming this.

Thank you for your time, enjoy the Halloween event!

Originally Posted by Toaster.1D
Hello i have the exact same case! Except for the renown, a member of the team had discussed that my account was hacked and unrightfully banned. Ive been submitting as much evidence as i can to help the team understand my case, its been 10 days and has remained escalated ever since, i see you have great response time in the community and would ask if you have the time to go over it for me, i can send any information you like on the case. Case No.12698057

Hello! It's me again, always lurking on the forums!

I found the forum thread you created and replied to you there.

The Rainbow Six Siege team are going through a very busy period currently, however they respond to the escalations they receive daily.

Ban appeals are something that require a bit of time to investigate but as it has been 10 days, I'm certain they will have an answer for you very soon.

I wish you the best!