First of all, Ray's issue does sound like a keylogger. If it's not a keylogger, then he has either logged into a friend's computer, or someone has been installing Spyware/Keyloggers on this computer while he isn't there...unless he has info written or saved in a document somewhere on the computer too. Also...I hope you don't consider "friends" a trusted source of where to get files. Trusted sources should only be in terms of certified sites like say Adobe, Microsoft, NVidia, etc.
In any case...that ticket doesn't seem to be like an automated response actually. He addressed most of what you sent in the ticket. You were a bit unclear by what you meant the character names that had access to your account, and hence you got his reply of:
"A character cannot access your account, only a person who has your confidential information."
Although I understood that you meant to have them check IP logs and track what other characters shared the same IP as Ray's account accessor at the time of his hacking, you need to state that explicitly in your ticket or else it might be misunderstood when they are trained to answer whatever you say literally on the whim since they have so many tickets to answer. Although, to request such is information from them is probably not gonna get you the reply/info you want since they will either:
1. Say it's confidential information or that it's not in their policy to provide such information.
2. Assume that he shared account information to begin with and then point you to the same FAQ.
3. On the off chance, actually tell you which other character(s) shared the IP that hacked Ray's account, in which you can't do more than to harrass them in game and beg.
Personally my best suggestion to him is to first do a complete wipe/formatting of everything (only preserve PERSONAL documents and data files, and non from an outside source - by personal I mean personally created) and then stop downloading things and even surf the web entirely on that computer. I personally haven't even used an antivirus for the last 4 years now, and I only rely on Firewall. I don't browse the web nor do I download anything or click anything suspicious - even from MSN, and none of my accounts have been compromised.
And if someone is doing the formatting/reinstalling for him, make sure that person is trustworthy, preferably a certified IT professional.
In any case...that ticket doesn't seem to be like an automated response actually. He addressed most of what you sent in the ticket. You were a bit unclear by what you meant the character names that had access to your account, and hence you got his reply of:
"A character cannot access your account, only a person who has your confidential information."
Although I understood that you meant to have them check IP logs and track what other characters shared the same IP as Ray's account accessor at the time of his hacking, you need to state that explicitly in your ticket or else it might be misunderstood when they are trained to answer whatever you say literally on the whim since they have so many tickets to answer. Although, to request such is information from them is probably not gonna get you the reply/info you want since they will either:
1. Say it's confidential information or that it's not in their policy to provide such information.
2. Assume that he shared account information to begin with and then point you to the same FAQ.
3. On the off chance, actually tell you which other character(s) shared the IP that hacked Ray's account, in which you can't do more than to harrass them in game and beg.
Personally my best suggestion to him is to first do a complete wipe/formatting of everything (only preserve PERSONAL documents and data files, and non from an outside source - by personal I mean personally created) and then stop downloading things and even surf the web entirely on that computer. I personally haven't even used an antivirus for the last 4 years now, and I only rely on Firewall. I don't browse the web nor do I download anything or click anything suspicious - even from MSN, and none of my accounts have been compromised.
And if someone is doing the formatting/reinstalling for him, make sure that person is trustworthy, preferably a certified IT professional.