I Got Hacked Support List - Sign Here

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Originally Posted by Dulcee

This is by far the worst customer service I've ever experienced.

9/12/2013 - Account was hacked. Fortunately I discovered right away that someone was on my account because I couldn't log in. I changed my password, but they still managed to steal all my gil. At least my account wasn't suspended. I submitted a ticket requesting a rollback.
9/13/2013 - I decided to call Square Enix in the hopes it would expedite the process. I was on hold for 40 minutes before someone picked up. I was told that the ticket was received, to email a copy of my I.D., and that they would work on getting my account rolled back.
9/19/2013 - It's been about a week since I last spoke with Square Enix, and my account is still missing all of its gil. I haven't heard anything so I tried calling Square Enix again. On hold for 1 hour and 55 minutes before someone picked up this time. The guy I spoke with told me he would help get it resolved faster by resubmitting my ticket to a higher level. (Whatever that means.) He said to just be patient, and I would soon receive two emails: the first telling me that they are working on my account and the second saying it was done.
9/26/2013 - It's now been two weeks since I've been able to play. Still no gil. I just received an email from Square Enix saying that they can't resolve my ticket through emails, and that I would need to call them.

WHAT?! I already called them TWICE. And now I need to call them again?? Why couldn't they do whatever it is they needed to do either of the other times I called them?

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They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

My GF is currently at one week today of having her account suspended and late monday will be one week for when they "started" the investigation. Outside of that not a thing, going to give them till the 10-11 day mark since that seems to be the average and have her call them back. Not sure if weekends count towards days for the investigation so I am going to assume they aren't.

Quote:

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Originally Posted by Cirsce

They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

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btw, I wanted to ask Cirsce, when your husband got in touch with support and they started the investigation did he receive an email that said this?

Dear Customer:
This notice is to inform you that we have suspended the FINAL FANTASY XIV service account registered to this e-mail for one or more violations of the FINAL FANTASY XIV User Agreement that occurred on 9/23/2013. Specifically, you have violated following Section(s) of the FINAL FANTASY XIV User Agreement.

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SQUARE ENIX ACCOUNT TERMS OF USE
1. Registered Users
Use of the Website or Services is limited to those satisfying the following conditions:
(b)You represent and warrant that you will not use the Website or Services in any manner that is in violation of this Agreement or of any applicable law or regulation;

FINAL FANTASY XIV User Agreement
2.2 Real Money Trading, Farming and Power-Leveling. You may not sell,purchase or exchange for real-world money or value any in-game currency,accounts, characters, in-game services, or in-game virtual items. Youmay not play the Game for the purpose of acquiring virtual items or advancement in game play on behalf of a third-party or for the purpose of selling any virtual assets to a third party for real-world money, specifically including $B!H(Bgold-farming$B!I(Band power-leveling services.
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Every action we issue is based on conclusive evidence of a violation and is reviewed for accuracy. Here is an excerpt from the activity log regarding this termination:

Based on the actions in this most recent incident and any prior record on the service account, we have terminated the FINAL FANTASY XIV service account registered to this e-mail in accordance with the FINAL FANTASY XIV User Agreement. To best understand the penalties taken against the service account, please review the Account Penalty Policy section on the Support Center at the following link:
http://support.na.square-enix.com/rule.php?id=5382&la=1

For information on prohibited activities in FINAL FANTASY XIV, please refer to the Square Enix Account Terms of Use, the FINAL FANTASY XIV User Agreement, and the following URL:
http://support.na.square-enix.com/fa...la=1&kid=68216

As your account has been terminated due to a violation, you will be unable to create another FINAL FANTASY XIV service account.
Unfortunately, you have shown yourself to be unwilling to follow the rules of the FINAL FANTASY XIV community. If we find that you have created another FINAL FANTASY XIV service account, we reserve the right to terminate that account as well in our sole discretion.

NOTE: If you suspect the violation resulted from unauthorized access to the FINAL FANTASY XIV service account or the actions of an unauthorized third party who is not your parent or legal guardian, or if there are other points you wish to clarify, please contact the SQUARE ENIX Support Center.
http://support.na.square-enix.com/fa...la=1&kid=68228

This message has been sent to you for notification purposes only, and we are unable to address further inquires via replies to this email. Should you have any additional questions or concerns, we ask that you visit the SQUARE ENIX Support Center at [http://support.na.square-enix.com/] to contact us directly.

- SQUARE ENIX Account Administrator

My GF got one a few hours after phone call and got her investigation started and when I went on a rage on her behalf over it people said it was just a blanket email and something they do when they start the investigation, but I dunno, I am having my doubts and seeking sources to confirm before calling Square Enix support again over it.

10 days here..
scammed 18/09
contacted support 18/09
opened ticket 18/09 (with all infos about my suspects like date of last login, date of scamming, a scan of my driver licence too)

yesterday i re-contacted support (ever by chat) and they re-opened me a recovery ticket and asked me to change password 2 times (are they trolling me?)
today is 28/09 and i still cannot play

...waiting for a miracle...

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Originally Posted by nothappy

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

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Just wanted to update this a bit. It's now been almost 3 weeks with no response from SE. I'm going to give them till Thursday before I call again and start asking for supervisors.

i can't even search for my last tickets about my compromised account now..

Well done SE for removing this feature away! And many thanks for closing my ticket once again without any response.

I'd like to know what sites and downloads you all are getting into. The answer would likely be linked to how you got hacked. Or you use a Derp password

so how much gil did you buy from the web site that key logged you?

They are probly not downloading anything. Anyone can come onto these forums and get your info. I despize forums that force you to use your login info and then DISPLAY you character/tradeskills. MYOB!!

Hacked: 9/28/2013
Status: Received Service Account Termination letter on 09/29/13 accusing me of RTM with no forewarning or any communication at all from SE.
Attempted to Resolve By: Contacted Customer support on 09/28/2013 immediately after I found out my account was compromised/hacked. Changed all my passwords, activated the security token (did not know it existed until I found out about it from this forum).
Did it Work: Hopeful.

Tried Phone Support: Calling them in 5 minutes when CS opens at 0900 hrs sharp.
Number Used: What number did you use?
Did it Work: Hopeful (will edit with results after phone call)

Final Resolution: So far permanently banned. All SE has to do is log onto my main character and see that I am fully equipped with quest given white/AF gear and less than 150k gil to my name. If I was buying or selling gil, I have very little to show for it.