Comments on customer service

Find the above a little hard to believe. If you really provided all of that information, it should have been sufficient. I know people who have had problems restoring lost/hacked/etc accounts, but usually the worst thing to happen was they needed to mail in a notarized copy of some form of identification (which other companies like Blizzard also require under the more extreme cases). If something like that doesn't work, that's when you go through the BBB and usually this produces results if all else fails. They don't want to lose their accreditation or rating.

If you couldn't access the account, you had the power to stop them from charging you by issuing a charge back. Why didn't you do that? They aren't going to cancel your account unless you do it or give them a reason to.

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Originally Posted by GlobalVariable

Support always runs me in circles. Every department says they can't help me and says to go to the next, until I am sent back to the same person i started with. Email always directs me back to live chat who directs me back to phone who directs me back to email. Not even going to talk about the total futility of in game support. I have had conversation with support where I am repeatedly saying "I UNDERSTAND that YOU can not help me, please give me to someone who CAN" and they just repeat the same scripted reply of stating their department can't help and sending back to another one that we already established can't do #$%^. I swear to god sometimes I think live chat is run by a robot. Phone support isn't toll free and never once has ever been able to do a thing for me. Nobody I know even bothers trying to get anything taken care of outside of being stuck or billing issues now. We've all learned its completely useless. And even billing issues are a massive hassle most times.

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Robot? Could also be someone named Peggy.

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Originally Posted by Alhanelem

Find the above a little hard to believe. If you really provided all of that information, it should have been sufficient. I know people who have had problems restoring lost/hacked/etc accounts, but usually the worst thing to happen was they needed to mail in a notarized copy of some form of identification (which other companies like Blizzard also require under the more extreme cases). If something like that doesn't work, that's when you go through the BBB and usually this produces results if all else fails. They don't want to lose their accreditation or rating.

If you couldn't access the account, you had the power to stop them from charging you by issuing a charge back. Why didn't you do that? They aren't going to cancel your account unless you do it or give them a reason to.

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I heard other stories like it so I can. Anyways it would be nice to show hey this guy (me) sent e-mails though here:
https://support.na.square-enix.com/f...la=1&p=0&fo=41

Where i would give my reports and GM chats i had in game to go there. I put in exactly what they told me to.
I reported myself to the STF trying to get them to really invesgate my mule account and no replay.

I keep hearing "if they choose not to reverse it, they will not contact you"

To me that is saying "We made the excuse not to put any time to look in your issue so we can deny everything"

There is still little to no commutation and i really feel ignored by the people who matter.

In other words I get:

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Originally Posted by Greatguardian

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

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But the thing is they are not even bothering to post here saying we are looking to better service or whatever and explaining the steps to do that. Or.. new steps or a process they can do to get my account back since nothing is working.

In the end though, they want to look like they are fighting RMT when they arnt.

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But the thing is they are not even bothering to post here saying we are looking to better service or whatever and explaining the steps to do that.

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Thing is, if they did post to say something like this, people would complain that it's just a canned response. It also goes without saying. I don't think any company specifically wants their customers to think ill of them, even if they don't put in enough effort to earn high regard.