Why is no one answering?! Locked out, barn and silo empty, lost Tom…

[Sinstar33]

NOTE: I've already followed the instructions for reporting my issue BEFORE making this post. NO ONE IS HELPING!!!

Occured Oct 31st (soooo not even funny). I hired Tom around 9 PM. I was going to use him to get axes. I used him twice, and then I was locked out of the game pretty much because: "Connecting..." or "Logging in..." That was it, I never got into the game.

-----It was NOT our ISP our WiFi having issues, all other devices were working fine and I had no connectivity issues with anything else.-----

When I was finally able to get in this morning, I found that my barn and silo were completely empty!!! Now I have no feed, no items to complete tasks, and I don't even have any crops to make any feed to get anything to make basic ingredients to make anything at all… Do you see my problem?! I can't even really play the game, there's no point, I can't do anything!

I don't care if I have to buy what I need to get started again, I'll be saying goodbye to 210,000 coins, whatever… I just want my 15 diamonds back! This is not cool, someone PLEASE help!!!

[ilovehayday]

The Support Staff is usually pretty backed up so you're going to have to wait for a reply from them, but they WILL reply. I better warn you now that patience will be the name of the game, as replies can take awhile. Please send in only the one ticket though so as to not further backlog the system. I hope you get your farm back to normal soon.

[Sinstar33]

I've only sent in one ticket. Unfortunately, with issues in the past, I NEVER are received an answer at all.

Now I'm being booted from the server every few minutes.

I understand being patient, I used to play Zynga games. I'm just hoping this won't turn in to the same type of situation… As in, never getting any help.

[Sinstar33]

I did finally receive an answer via the game app. However, all I was given was a log of the times I was able to use Tom. I received no answer, whatsoever, regarding the loss of items in my barn and silo. I was also given no answer regarding my inability to get back into the game for such a long period of time. I waited. Then I asked again if I was going to receive any help. Again, no answer. This is not acceptable. I want some help with this. If I cannot get it via the app or here, who can I contact? I am a very, very unhappy player.

Also, I was informed that Tom was used 5 times. *I* only used him twice. So who used him the other 3 times? Is someone accessing peoples game accounts? I have seen things like that happen before, so it is possible. Is my game account secure? Did this customer service individual just give up?

So now, I have no answer and I'm left with more questions than anything else.

OH! The worst aspect of this entire situation is that the "customer service" individual who contacted me actually asked me if I had any more questions. Obviously, I did. Then when I asked, no answer?!

[ilovehayday]

This does sound rather suspicious, at least to me. It's not unheard of for people to have their farms get h-acked. There is at least one thread of this occurring. I want to say it was around summertime I read mention of it happening.

Has everything been okay since Halloween? Have all of your tools remained, all of your diamonds are accounted for each day, etc?

If you write SC again, mention to them you feel there has been unauthorized use of your HD account and tell them why. Maybe they can look into it deeper.

I just saw your edit: I think you go back into a queue for further questions. I'm not sure if it's the SAME queue, but there is a wait to get help for those questions as well, at least that has been my experience.

[meonhoc]

I did finally receive an answer via the game app. However, all I was given was a log of the times I was able to use Tom. I received no answer, whatsoever, regarding the loss of items in my barn and silo. I was also given no answer regarding my inability to get back into the game for such a long period of time. I waited. Then I asked again if I was going to receive any help. Again, no answer. This is not acceptable. I want some help with this. If I cannot get it via the app or here, who can I contact? I am a very, very unhappy player.

Also, I was informed that Tom was used 5 times. *I* only used him twice. So who used him the other 3 times? Is someone accessing peoples game accounts? I have seen things like that happen before, so it is possible. Is my game account secure? Did this customer service individual just give up?

So now, I have no answer and I'm left with more questions than anything else.

OH! The worst aspect of this entire situation is that the "customer service" individual who contacted me actually asked me if I had any more questions. Obviously, I did. Then when I asked, no answer?!

It is likely that someone else is playing on your account and sell all your stuff. Yes, it is possible for them to trick you and load your farm on their device.

On which device(s) are you playing? Did you load your farm on any other device, even once? Do you connect your farm with Game Center/ G+ or Facebook? Have you followed any link on Facebook or asking you to log in with G+/Game Center/Facebook? Did you log in your Facebook account on another device?

[Sinstar33]

Honestly, I'm ready to just take the advice of my neighbors, and give up on customer service. When I first put in a request, I didn't even get an email! A generic "we got your request" one would've at least been nice. Anytime anyone of us has had an issue, and we've contacted anyone… NOTHING! It's like Zynga all over again. ♥♥♥♥! (I was a FV / FB2 player.)

As far as my diamonds go, I've been using them. All of us in my neighborhood had a massive issue with them disappearing when we were not even playing. I mentioned this in another thread a couple of days ago. That issue, too, went unresolved. Again, we gave up. Nothing has been disappearing from my barn or silo, and I've been rebuilding my stock. It's a good thing that I have a good amount of coins to buy what I need. LOL!

I'm just very disappointed that I've had someone contact me, ask me if I had any more questions, and when I asked there was no response. What kind of customer service is that? If something does happen again it's definitely a sign that my farm has been h-cked (Really, that word is censored? Give me a break! It's not a vulgar word of any sort!). My other neighbors are probably keeping an eye on theres, too, though they have not mentioned anything.

I won't lie, I'm pretty irritated. If something like this has already happened, and a player has mentioned this to them, perhaps they should make sure that someone hasn't gotten into their servers. I remember when this happened to the Zynga servers a few years ago. I was lucky, no one h-cked (ugh, so dumb) into my farm.

[Sinstar33]

No one has access to my device, I don't let anyone touch my phone at all! LOL! (Plus, it has my digital medical ID on it that I need on me at all times.) It's practically impossible for someone to h-ck my Apple account, as well (the way I set my password). My Wi-Fi network is ridiculously secure. Also, the only other device that I played this game on was an iPhone 4s that was completely wiped before I sold it to Gazelle. I now play on an iPhone 5S, iOS 8.1.

Let me explain a little bit of my background. I have an IT background and over a decade of software technical expertise. I started using computers at the age of 9, learned DOS at that age, built my first network at the age of 12. I've kept up-to-date on all hardware and software since then, and have multiple degrees and certifications. No one is getting into anything. When I say I wiped my old iPhone, I don't mean I only set it to manufacture settings. That is the big mistake many people make, because your things are still on there; photos, passwords, contacts, personal information, etc.

It's also a good idea, every time you get a new phone, to change your Apple or Google account password. Just sayin. ��

Not to mention, due to my disabilities, I have occasional tremors that cause me to put in my password incorrectly. No one has my fingerprint. LOL! So if someone got their hands on my phone (who, my bf of 6 yrs who wouldn't EVER mess w/ it), good luck getting in. After 3 tries, my phone erases itself. ��

So... NOPE! Believe me, it's not on this end.

[Sinstar33]

I pulled a "just in case" safety measure, and I changed my Apple password again. As iPhone users know, doing this also changes our Game Center password. So, if someone was screwing around and h-cking into GC accounts, this should fix that problem. That is, if that was the case.

JUST A HEADS UP: on occasion you will notice that some of my statements may not make sense, or the wrong version of a word may be used, IE: "no" instead of "know" or "are" instead of "our". Also, you may notice that the first word in a sentence is not capitalized. Blame Siri, blame dictation not working. Back in May, when I got this new phone, I unfortunately had to do a full reset. That meant over five years of the phone "learning" my voice gone! I'm not going to sit here and talk to my phone all day to "teach it me" all over again and I'm also not going to fix every error because I can't type for ♥♥♥♥. LOL! So there is my heads up. What types out is not how I actually speak. Not gonna fix everything. I fix that above post about 10 times, and I'm not gonna do it anymore. LOL! So now you know.

[meonhoc]

I believe you have done all the thing you can to take care of your digital life security. Unfortunately not everyone is able to do this, I thought it won't hurt to ask.

Unfortunately, on forum you can only find help from other players just like you (ie. with no access to anybody else's farm), and if they didn't experience the same thing before, won't be able to help you any further.

Supercell doesn't provide Support via forum though. They are dealing with a lot of tickets but they will get to you. Please keep us posted if you ever find out what happened.

To answer some of your remarks:
- when you contact support in game, with the new system, a message should appear on the phone screen saying "Your message has been received". With the old system (before fall update), you should receive a ticket number in an automatic mail
- some words are censored because we don't allow discussion about it on the forum and don't want that word to be referenced in search engine.
- "connecting"..."loading"... : whenever I experienced this, switching to another network (3G/Wifi) always solved the problem for me. I don't know why it wouldn't for some others though. Not sure if it helps but Supercell games use some TCP port that might be blocked on some network.

Edit:
NO, if your GC account was used to load the farm on another device, changing GC password won't stop the other person playing on your farm. Once it is load on an iOS device, it stays there forever till the next factory reset.