now extremely confused

ok,so i scanned my pc and changed my password as reccommended.i even made a new character and went to the main town in nightfall. suddenly hes killed and it says my account is blocked because of unauthorised access!
ncsoft support say via email that im being 'escalated' to someone senior to deal with it all.
so why was i killed? i didnt even see what did it other than it were big and black!
and it was in front of loads of other players! how embarrasing is that?
my dervish was just stood there staring at the scenery! cheers

The big black thing that killed you is Dhuum. He kills a character, even in town, when the account is banned.
Hard to say why yours got banned - if you haven't done anything that violates the rules, it's possible that the person who 'hacked' you (it's damn hard to actually hack into a GW account - your account either got bugged and thus allowed someone else to log in, or you shared your account information with someone that decided to steal from you - which is most likely in 98% of 'hack issues') did something against the rules.
Just write a detailed, calm e-mail to support and wait patiently. If it takes too long or you have problems with articulating your problem, you might want to use the official support forums.

well,ive shared details with no one and all ive done thus far is follow the official advice i.e scan pc,change password and contact nc support who have said that they are accelerating my ticket to senior technical staff to sort it out.i was just shocked at being topped in the city! on top of having stuff stolen im being given a kicking by something big and nasty! cheers

To me it seems like Anet blocked your account during their investigation as to why your account got hacked. Just have patience and if you never did anything against the rules you should have your account back when Anet have figured out what went wrong.

ok,thanks for your patience in answering me.support have been emailing me on this,i was just checking in case i'd done something agin the rules without knowing it! cheers

Malware Bytes is very good to use in addition to your virus software. The free version has no full time active component. Scans only. Highly regarded on virus sites for finding malware.

http://www.malwarebytes.org/ install as administrator and right click on it and run as administrator. First go to the updates tab and update it. The quick scan takes only a few minutes. The full scan may take a couple hours. I use this every few days.

Then after that fire up Windows Defender, update it, look at the running software. Look up online any software that you do not understand. The running software list is under the Tools menu I think.

Indeed, they banned your account to keep you in a "frozen" status so no changes can be made to your account in game, keeping the person who stole from you out of your pockets. And allowing them to check logs and see what exactly happened.

As others have said, just be patient if you have already sent in a ticket it will usually be dealt with in a max of 2 days. I was hacked by goldsellers (confirmed by support) when i took a 3 year break from the game and came back to everything i owned gone and all my chars deleted, so be grateful only a few things were missing.

thanks for all the help chaps.i have malware bytes already.
hard to belive some sadsack would go to the effort of hacking my account just so he could nick my bottle of black dye!
its a pity these thieves arnt in the real world so that a few real world concequences could be visited upon them,like a good kicking! cheers

LOL.

Also, be sure that your new password contains both letters and numbers and is not something that is easily guessed and/or cracked. You might find this article of interest: http://www.microsoft.com/security/on...ds-create.aspx

As for why you were dhuumed before the account ban, not sure. The account ban itself, as mentioned before was most likely to freeze it for investigation.

How many threads did you have to start ?
Firstly - usual questions would be - have you shared your login details , have you visited any dodgy sites to do with gw etc.
First thing i checked when i got hacked years ago was my hotmail account and it seems the hacker got into my hotmail account , changed password then tried several diff games using that email addy and luckily only game i used was gw .They then used my hotmail account to reset password and gain access to my account.
Hence i never use hotmail since - too many ppl over the years had hotmail and yahoo accounts hacked.
Check what someone else suggested in one of your other posts - check if the chr named on login screen is correct.
And finally - contact support and give details proving it is your account with serial codes - anet will ban an account if an ip changes - eg you constantly login at 55.xx.xx.xx and suddenly it changes totally say 123.22.22.2 which would also be a diff country - then the account gets banned ( frozen ) untill the owner provides proof.

A little use of search would do absolutely no harm. Honestly,there are at least 20 questions asked week in and week out on this forum. The answer is a click away..