compromised account

[Volga]

So my account was hacked and some items went missing on my main back in Feb and quickly raised the flag and jumped through all the hoops SE has to start the investigation. Fast forward to today and many phone calls and being on hold for many long hours. Still under investigation and no progress since April. To top it all off im still paying as if i were playing. has anyone gone this long/had a recovery done if so how long did it take you to get your stuff back. cause has gotten ridiculous!

[Anjou]

They never looked into my hacking back in '09 and claim they never received my notification, now it's way too late to try again. Personally SE get on the ball please, you have paying customers getting screwed over and you're not doing anything.

Personally I'm not going to stop bringing it up until I get my stuff back, I didn't willingly drop the sword in the beginning, I begged SE for help but "Due to company policy it's too long to restore your items" I'm sorry but there's a difference between policy and just being a bunch of jerks. Go ahead and delete my comment, because until I have my rightful property back, I will not quiet down. I pay to play this game, I will not stand for being hacked and the people I'm paying hide behind tape that is irrelevant in those situations (Because it's not fair that I lost something I worked so hard for someone to steal my account, toss it, and then the GM's say later that I never placed a notification about it)

[Tsukino_Kaji]

I got hacked a year before security tokens came out. Took 8 months for them to get it back.

[PeaceWalker]

Wow... I just sent them a fax this monday to recover my other account and today they told me they processed my fax and are investigating, you just made me very, very pessimistic about this recovery :(

By the way, what kind of company requires faxing in 2013? Seriously...
Their requirements are also so unbelievably stupid. I had to fax them the email with my cd-keys, because I didn't buy a physical copy, why couldn't I just send them the cd-key itself? Not only that but they made me send a picture of my passport and a stupid piece of paper with the day's date. I didn't have any newspapers, so I just sent them a label of the bread that I bought :p

Might as well just starting hacking accounts, since it's so hard for their real owners to get them back :(

[Mirage]

Fax?

/ten

[PeaceWalker]

Fax?

/ten

Yes, can you believe it? In 2013 they asked me to fax something. Took me months just to find a way to fax through the internet because no one has a fax machine anymore.

Also I had to send it twice, because apparently my ID was unreadable on the first fax. Well, no shit, Fax quality is ridiculous. Why couldn't I just email that shit?

[Mirage]

Maybe they think faxes are magical and you can't fake your ID with them.

[Demon6324236]

SE support strikes again.

[PeaceWalker]

Maybe they think faxes are magical and you can't fake your ID with them.

Surprisingly, faxing is more expensive than sending a letter.


SE support strikes again.

Did they ever stop striking?

[PeaceWalker]

SE Support me told me to just wait until they send me an email with further instructions, but none of them has any idea when that email is going to come...

[Demon6324236]

Reassuring...

[PeaceWalker]

Reassuring...
Wouldn't be so bad if posting on the forums actually changed something.
The only thing I've ever seen being changed were their stance on R/M/E, but that was because of the JP's and all the people dropping subs.

Is there anything we can do besides sit and cry/wait for them to do something?

And I don't know if you've ever been on the support chat, but 80% of the staff there are real dickholes that will disconnect on you before even trying to help you. That is when you actually manage to connect.

[PeaceWalker]

Lol, I just got in touch with the support, the guy just went through all the premade messages and disconnected!
He didn't even let me answer, this is bullshit, after 1 hour waiting on the queue... :(
What do I have to do to get my account back?

[PeaceWalker]

Agent Jordan G: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hello
You: Thanks for not hanging up on me this time :(
You: I understand that earlier I didn't answer, but it's because after waiting 1:30hr on the queue I was just too distracted..
Agent Jordan G: The program discounts if the customer is non- responsive with in a time limit. We have not control over it.
Agent Jordan G: Hello my name is Jordan, may I please have your name?
You: xxxxxxxxx
Agent Jordan G: How can I help you today?
You: well, I faxed the information requested by the staff to recover my account
You: that was on monday
You: and I would really like to recover it for the beta of FFXIV at least
You: so I've been wondering what else do I need to do to get my account back
Agent Jordan G: If you have submitted the information that was requested you will be updated by email when we have finished or if we need more information.
You: and how long would that take?
Agent Jordan G: There is no ETA as it is very case by case. Everyone's account is different.
Agent Jordan G: Are there any different issues I can assist you with right now?
You: it's just very frustrating to wait for an email that might not even come, in case something goes wrong, because the first time I sent the fax, no one sent any emails
You: and the first fax had a mistake, because it was impossible to read my ID
You: and I never got an email saying that
You: I don't know, I would just like to have some more information on the process
You: I thought it would be something simpler than just waiting for an investigation, what else is there to investigate? I sent what was requested and I'm proving that I'm indeed the person that owns the account
Agent Jordan G: I'm sorry I do not have that information.
Agent Jordan G: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Jordan G has disconnected.

He disconnected without even caring about what I said...

[Daniel]

I kinda feel like they just have two guys in a basement working on all these cases. I personally have not been hacked but I know others who were. Haven't seen any of them since.

[Mittenz]

You are far more patient than I am when it comes to dealing with their support. I am mostly just waiting for ARR or TESO at this point I already cancelled my subscription a few days ago so once the next billing cycle comes around I am free. The company seems to have no interest in keeping the game running so this level of support does not surprise me and I would have tout it wouldn't surprise anyone else.

[Demon6324236]

He disconnected without even caring about what I said...That is a bunch of bullshit... not what you said, what they did, poor service to the extreme. "Can you explain why I gave you all of my info you asked for even in ridiculous ways and you still cant just give me the info to access my account?" in return "I cant answer, but before you say anything else, I'm hanging up. Take care and hope to see you online, oh wait, you have no account to get online with! Hahahahaha..." Its just... words escape me on how retarded this support is...

[PeaceWalker]

You are far more patient than I am when it comes to dealing with their support. I am mostly just waiting for ARR or TESO at this point I already cancelled my subscription a few days ago so once the next billing cycle comes around I am free. The company seems to have no interest in keeping the game running so this level of support does not surprise me and I would have tout it wouldn't surprise anyone else.

Sadly the account that I want to recover is my XIV account, I don't want to buy another copy of the game, I want my old char back, even if he has no more money...

[Mittenz]

Sadly the account that I want to recover is my XIV account, I don't want to buy another copy of the game, I want my old char back, even if he has no more money...

My oh my, well that's most concerning. So the SE account is compromised for their fancy new game and still won't offer any level of support :(

[PeaceWalker]

Here's some interesting pieces from SE's official forums (note that SE staff doesn't even look at these forums)
http://na.square-enix.com/go/thread/view/139345/29971033/SUpport_nightmare_with_Jordan_G
http://na.square-enix.com/go/thread/view/139345/29818769/SEs_terrible_customer_service!!!
http://na.square-enix.com/go/thread/view/139345/29880367/Trying_to_recover_my_account
http://na.square-enix.com/go/thread/view/139345/29971019/poor_customer_service_=_Cancelling_game_FF14:ARR

I'm not trying to flame SE, I would just love them to improve their customer service.

[Mittenz]

Here's some interesting pieces from SE's official forums (note that SE staff doesn't even look at these forums)
http://na.square-enix.com/go/thread/view/139345/29971033/SUpport_nightmare_with_Jordan_G
http://na.square-enix.com/go/thread/view/139345/29818769/SEs_terrible_customer_service!!!
http://na.square-enix.com/go/thread/view/139345/29880367/Trying_to_recover_my_account
http://na.square-enix.com/go/thread/view/139345/29971019/poor_customer_service_=_Cancelling_game_FF14:ARR

I'm not trying to flame SE, I would just love them to improve their customer service.

The only suggestions I can offer are filing a BBB complaint (best way to get responses and direct contact) or going around their NA office and filing a complaint with their head offices in Japan.

[Powder]

Pheww bad tech support! You should escalate your call to a Supervisor and not even talk to the (trainee) tech who first takes your call. I doubt any of this will help but wanted to reply to your post. First I am so sorry this has happened to you. No one knows how this feels til they have been through it. I was hacked over 4 years ago. I sign on and my name has been changed and I am on Odin server. I ran out of the mh shouting where the hell am I? They shout back Odin! I freaked out I had only been playing a few years. I was told it would take 3 weeks for my account to be sent to Japan to be investigated. It was 3 weeks to the day I was contacted by email to log on my account. I log on and am back on Phoenix but still have the name Dogenie (all I can think is people will call me Dog). The GM greeted me told me to check all my chars to see if I lost anything. Then he told me to log off to sign back in to get my name back. All went well for me. I do feel lucky from all the stories I have heard.

I wish you luck with this I do know how frustrating it is and how you feel. I got the Security Token as soon as it came out. Do you have one? Also, I am surprised you can sign in on here I couldn't even sign on Pol Plus to talk to my friends so I would think that is a good thing.

Once again I am so sorry for you.

[Powder]

He disconnected without even caring about what I said...

I would get on live chat or copy and paste this in an email on the POL website this is totally bullshit and the crappiest of tech support!

[PeaceWalker]

Pheww bad tech support! You should escalate your call to a Supervisor and not even talk to the (trainee) tech who first takes your call. I doubt any of this will help but wanted to reply to your post. First I am so sorry this has happened to you. No one knows how this feels til they have been through it. I was hacked over 4 years ago. I sign on and my name has been changed and I am on Odin server. I ran out of the mh shouting where the hell am I? They shout back Odin! I freaked out I had only been playing a few years. I was told it would take 3 weeks for my account to be sent to Japan to be investigated. It was 3 weeks to the day I was contacted by email to log on my account. I log on and am back on Phoenix but still have the name Dogenie (all I can think is people will call me Dog). The GM greeted me told me to check all my chars to see if I lost anything. Then he told me to log off to sign back in to get my name back. All went well for me. I do feel lucky from all the stories I have heard.

I wish you luck with this I do know how frustrating it is and how you feel. I got the Security Token as soon as it came out. Do you have one? Also, I am surprised you can sign in on here I couldn't even sign on Pol Plus to talk to my friends so I would think that is a good thing.

Once again I am so sorry for you.

I didn't have the security token back then, I can get one now with the software token, but it's too late, I need my account back first.

[Volga]

well it makes me feel a little bit better knowing that I am not the only one getting screwed, however at the same time why do we sit around and let this happen? we need to spread the word that SE/POL customer service is lacking and try to put a foot up there ass'es and get us the help and attention when we ask for it instead of the cold shoulder and the time and money lost just to satisfy there greediness.

[Anjou]

Personally I know it's obnoxious to say, but unless people do a more organized movement to shove this in SE's face to let them know, we're all going to keep taking this up the ass. I've already filed many complaints, and if it was up to me is rather talk to the boss than some creep sitting behind red tape saying company policy yada yada. My point is: SE STOP SCREWING US OVER!!!