Character rolled back - 3 months worth of inventory lost

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Originally Posted by WaterShield

responsibility for someone being scammed.

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Meanwhile, this thread isn't about someone being scammed: they have already accepted that they'd gotten scammed and took the correct and necessary steps to try to correct the problem, which includes informing Square Enix (so you can stop trying to shame the player).

This is about the player having a request granted and then performed without notice after a time frame that far exceeded the originally projected time frame. It doesn't matter what business you're running, performing a function that was expected to be done months ago is poor practice specifically due to the situation presented in this thread. What if things have changed in that time? What if reverting back to the original point means that you hurt more than you help? What happens if you don't inform the account holder of the action being taken after so long?
All of these things, and more, are in Squeen's court and they dropped the ball. There's no other way to spin that, no matter how much you want to defend their rose-tinted prestige.

I feel for you OP, it's a very discouraging situation. It's one of the reasons I feel that Blizzard does so well, that they will take care of you and your account and very quickly as well.

While I am fully happy with FFXIV and SE for the most part, the customer care issue is very concerning.

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Also do keep in mind the number of people who fell for this scam and were also asking for rollbacks... during an expansion launch window.

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Yeeaaah, most businesses, if you say you're going to do something in 7-10 days then not only dont follow up, but take MONTHS to do it, on an account someone is paying money to access that results in an irrecoverable loss of time, not only are you likely fired, but the company is having to reimburse a LOT to the customer.

Squeenix customer service gets away with it because they absolutely do not care and are absolute trash.

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Originally Posted by MintnHoney

Meanwhile, this thread isn't about someone being scammed: they have already accepted that they'd gotten scammed and took the correct and necessary steps to try to correct the problem, which includes informing Square Enix (so you can stop trying to shame the player).

This is about the player having a request granted and then performed without notice after a time frame that far exceeded the originally projected time frame. It doesn't matter what business you're running, performing a function that was expected to be done months ago is poor practice specifically due to the situation presented in this thread. What if things have changed in that time? What if reverting back to the original point means that you hurt more than you help? What happens if you don't inform the account holder of the action being taken after so long?
All of these things, and more, are in Squeen's court and they dropped the ball. There's no other way to spin that, no matter how much you want to defend their rose-tinted prestige.

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While it's been ignored by a lot of posters here (including the OP), that isn't the case.

SE doesn't do and CAN'T even do partial rollbacks as he has claimed he experienced. When SE performs a character rollback, it rolls back EVERYTHING about the character to a certain restore point. That's WHY they tell people not to play the character while you're waiting for a rollback, since you will just lose any progress you would have gained anyway.

The OP has kept all his progress on his character and only lost items and gil. That means it was NOT due to a character rollback. More than likely, his account was tampered with a second time by whoever hacked him in the first place.

EDIT: One thing to mention too is that while the emails they send say 7-10 days, most people who have gotten an actual rollback don't receive it for 2-4 weeks. They do a pretty extensive investigation before they agree to do it.

EDIT2: Source = SE customer service (talked with them in-depth about it) and first hand knowledge of what happens after a rollback (not my account, but my roomate's).

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Originally Posted by alimdia

The lodestone doesn't update instantly. I'm guessing this all happened recently. That or a rollback doesn't rollback character levels.

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Lodestone updated TODAY at 3pm cental time (as it does every day)

One of the bigger problems with this situation is lack of communication on SE side. There have been several posts on different forums and reddit with the same situation. The form says 7-10 days and the rollback takes a lot longer and there is no communication with the player about if the rollback will still occur or when the rollback will occur. After the 7-10 days SE should reach out and give you a new time window for when to expect the rollback will occur. Or at the very least when you contact them after the 7-10 days they should give you a new time window then instead of being extremely vague about it. Communication on both sides is super important, especially when their system doesn't allow you to play your character during the window without losing all the items you gained. I hope that op gets some sort of resolution to this issue and I hope SE evaluates their processes and improves communication with the player in this situation.

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Originally Posted by Kaedan

The OP has kept all his progress on his character and only lost items and gil. That means it was NOT due to a character rollback. More than likely, his account was tampered with a second time by whoever hacked him in the first place..

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So someone took hold of his account, made off with some stuff (or just the gil?), then later on managed to get back into his account and restored exactly what he had before the original hijacking? /doubt

Of course SE can always clear this all up at any time by just coming in here and explaining the process, why this took 3 months or if something more nefarious is at work right?

Dang that's something else, if I was still savage raiding and I just suddenly had all my drops taken from me and my character de-leveled I'd probably just quit the game. You have a stronger will than me if you keep going, really sorry that happened.

I have a friend that was put through a very similar situation. He's low-key still in fear of his character being rolled back, even though he somehow got the request cancelled when ShB came out.
There's next to no communication between the people that perform the rollback and the people who speak with the player. So there's so little they can provide. Most of the account notes end up in Japanese as it's seemingly handled by the development team and not some character management team. Meaning the CSR for non-jp players has even less they can provide to the player.

It's overall a terrible process. I feel for rotf here, and the service shouldn't take months when they promised under 2 weeks. Yes they do say don't play your character, but more communication is needed when things take longer than expected. And by all accounts that I've heard, this process always takes longer than the timeframe provided. We've been talking about this a lot recently, and there's a lot of players that simply slap down the ole "well they told you you shouldn't play your character" and while they did, this seems a little excessive especially because good progress can be lost. It's extra salt to the wound that it's right as an expansion comes out too.

No offense to SE but their CS has always been lacking. Like always, since XI days. Trying to recover my playonline password was like pulling teeth lol. A lot of us have settled in with it as fact, but things really need to change sooner or later. SE has a large enough customer base that CS may not be a priority, but it'll eventually bite them one day, and it'll hurt.
Even if they cannot, technologically speaking, speed up the processes involved with a character rollback, they need communication. Something they've always been lacking. I've noticed some improvements over time, especially here on the lodestone specifically. Community reps and and (L)GMs are posting more and more, which is lovely for consumer feedback. But the backend stuff still seems slow and unreliable at times of need. Sadly, nobody important will probably ever look at this situation, let alone this post. I'm not on the payroll, they don't care lol.

Jeez, look at me using my degree for once in my life...

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Originally Posted by Dustytome

So someone took hold of his account, made off with some stuff (or just the gil?), then later on managed to get back into his account and restored exactly what he had before the original hijacking? /doubt

Of course SE can always clear this all up at any time by just coming in here and explaining the process, why this took 3 months or if something more nefarious is at work right?

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No, the OP is supposedly missing all his 71-80 gear and gil. He "claims" he got some 70 gear back that he had discarded, but I frankly don't believe him anymore. Mostly because I think he's lying since it was pointed out to him that SE can't do partial rollbacks. He has kept all his progression in ShB, which he would have lost if SE did a rollback (when they roll back, it's everything about the character reverted to the restore point, including levels, achievements, etc).

That simple fact means that he did not experience a roll back. The likely scenario is he was hacked again (or otherwise had his account compromised) and is either lying about the "returned" items or simply mis-remembered which ones he discarded.

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Originally Posted by Kaedan

No, the OP is supposedly missing all his 71-80 gear and gil. He "claims" he got some 70 gear back that he had discarded, but I frankly don't believe him anymore. Mostly because I think he's lying since it was pointed out to him that SE can't do partial rollbacks. He has kept all his progression in ShB, which he would have lost if SE did a rollback (when they roll back, it's everything about the character reverted to the restore point, including levels, achievements, etc).

That simple fact means that he did not experience a roll back. The likely scenario is he was hacked again (or otherwise had his account compromised) and is either lying about the "returned" items or simply mis-remembered which ones he discarded.

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That is not the case, while I dont remember the exact inventory, it is unmistakable. I have 5 main classes, and all of them were at savage omega final bis. So it isnt a matter of one or two items that "reappeared"
while leveling for shadowbringers I ended up converting all that to materia. Talking about dozens of end game, hard to get gear.
Then there is the misc items. Not one single trash drop item from shadowbringers, or food, or materia, or gear for 8+ classes I already lvled to 80 were there anymore. It was like opening the inventory tab and looking at the past.

segregating sections of the code that would be affected by a rollback should be simple in terms or programming, not to mention we also found additional similar cases reported
so I'm speaking from experience, but are just based on your own opinion, I wish there was a way for me to show you I have no reason to be lying here, but I can't think of any.
so i guess there is nothing I can do about it as opinion based people hardly ever change their minds, so thanks for your input and let us proceed with the thread

They rollback the whole character. It took literally 2 minutes of googling to get this information.

besides, everything that is done to an account is supposed to be logged
so if this thread were to get enough attention to get someone from support to take a second look at my case, they would see the rollback in itshistory.... everything I am saying here are things that anyone from the inside would easily be able to query and validate are real

if I were lying, the rollback wouldn't show up in the account's history, and that is it... case closed.
How does that help me? It certainly doesn't bring back all the time I spend here nor does it help with the emotional distress that is dealing with people judging you, calling you a liar, trying hard to find ways to blame the victim instead of focusing on the real issue and so on...
and you can see this account is tied to my main char, which is at 1200 days sub ( which you can see from lodestone). In all these years I had no interest at all in the forums
why all of a sudden would I find this sudden need come up with a lie and insist on it on a 10 pages thread?

if you are so confident on the quality of support given to that type of process, why don't you go ahead an open a rollback request yourself to validate the results?
At least that way you will be able to speak from experience.

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Originally Posted by rotf

besides, everything that is done to an account is supposed to be logged
so if this thread were to get enough attention to get someone from support to take a second look at my case, they would see the rollback in itshistory.... everything I am saying here are things that anyone from the inside would easily be able to query and validate are real

if I were lying, the rollback wouldn't show up in the account's history, and that is it... case closed.
How does that help me? It certainly doesn't bring back all the time I spend here nor does it help with the emotional distress that is dealing with people judging you, calling you a liar, trying hard to find ways to blame the victim instead of focusing on the real issue and so on...
and you can see this account is tied to my main char, which is at 1200 days sub ( which you can see from lodestone). In all these years I had no interest at all in the forums
why all of a sudden would I find this sudden need come up with a lie and insist on it on a 10 pages thread?

if you are so confident on the quality of support given to that type of process, why don't you go ahead an open a rollback request yourself to validate the results?
At least that way you will be able to speak from experience.

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they only rollback accounts that are victims of hacking/rmt and thats after a pretty extensive investigation. my account isnt compromised so they wouldnt do it. also why would i wanna reverse any of my progress just to prove a point?

if you wanted this thread to get attention from support, probably wouldnt have posted it here for general discussion.

After 1200 days sub you suddenly feel like showing up on the Forums, telling a story that doesn't hold water. What reaction did you expect? General rule of thumb for MMOs: The people who pretend to be the biggest victim pretty often end up being exposed as the biggest scammers and hacks.

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Originally Posted by Canadane

There's next to no communication between the people that perform the rollback and the people who speak with the player. So there's so little they can provide.

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Which makes sense. If your account is compromized, chances are that they also know personal data to prove the right ownership. Imagine the scammer himself tries to cancel the progress the legitimate onwer initiated, this would be counter-productive and probably end in a loop as both sides contact the support for both the scam and to stop investigation.

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Originally Posted by rotf

That is not the case, while I dont remember the exact inventory, it is unmistakable. I have 5 main classes, and all of them were at savage omega final bis. So it isnt a matter of one or two items that "reappeared"
while leveling for shadowbringers I ended up converting all that to materia. Talking about dozens of end game, hard to get gear.
Then there is the misc items. Not one single trash drop item from shadowbringers, or food, or materia, or gear for 8+ classes I already lvled to 80 were there anymore. It was like opening the inventory tab and looking at the past.

segregating sections of the code that would be affected by a rollback should be simple in terms or programming, not to mention we also found additional similar cases reported
so I'm speaking from experience, but are just based on your own opinion, I wish there was a way for me to show you I have no reason to be lying here, but I can't think of any.
so i guess there is nothing I can do about it as opinion based people hardly ever change their minds, so thanks for your input and let us proceed with the thread

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One small step you could take would be to provide screenshots of the gear that supposedly "reappeared". Still doesn't prove you converted it to materia in the first place, but it's a start.

The point, however, is that SE doesn't do partial rollbacks. It's not that they couldn't if they wanted to alter their system, but they simply don't do it and can't with their current system. So it could not have been SE that took your items and gil.

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Originally Posted by Kaedan

One small step you could take would be to provide screenshots of the gear that supposedly "reappeared". Still doesn't prove you converted it to materia in the first place, but it's a start.

The point, however, is that SE doesn't do partial rollbacks. It's not that they couldn't if they wanted to alter their system, but they simply don't do it and can't with their current system. So it could not have been SE that took your items and gil.

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well, thanks for your input on what you think their procedure is. I can tell from experience that that is not the case.

In any case, this is taken from the URL you use to request the rollback, showing the rollback in fact does have partial effects only:

We are only able to recover the following game data.
Deleted Characters/Retainers
Items/Gil on Your Character (Including the Armoury Board)
Items in Your Armoire
Items/Gil on Your Retainer
Furniture and furnishings you've added to your private housing or the private chambers in your free company house, or apartments
* Please note that we are unable to recover other types of game data, such as quest progression and character levels.

Adding to the above, here's the rollback form URL that shows all of the above:

https://support.na.square-enix.com/c...82&la=1&daxx=4

(you need to sign in first).

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Originally Posted by rotf

In any case, this is taken from the URL you use to request the rollback, showing the rollback in fact does have partial effects only:

We are only able to recover the following game data.
Deleted Characters/Retainers
Items/Gil on Your Character (Including the Armoury Board)
Items in Your Armoire
Items/Gil on Your Retainer
Furniture and furnishings you've added to your private housing or the private chambers in your free company house, or apartments
* Please note that we are unable to recover other types of game data, such as quest progression and character levels.

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That's not rollback, that's recovery. Two very different things.

Every player is allowed 1 recovery in their character's lifetime. It's meant to be able to save you from accidentally deleting something important. Rollback is a completely different procedure that is meant to restore a character to a certain point in time (for situations where you were hacked and lose everything or if they delete your character outright).

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

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I think rotf stated actually the rollback rules. Look, it says "Items/Gil on Your Retainer". Why would you want to use your one-time recovery for something replacable as Gil on your retainer - which you get anyways and thus acting as a safety net?
And then it's all plural, which contradicts a one-time action. "Items", "characters", "furnishings",...

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

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The only rollback/recovery that SE offer is the one mentioned above. They also specifically call this procedure:

Compromised Account: Game Data Recovery Form

https://support.na.square-enix.com/c...82&la=1&daxx=4

The closest thing to what you are referring to is:

Character Restoration: Support Form

https://support.na.square-enix.com/c...82&la=1&daxx=5

But for that the character or retainer needs to have actually been deleted. They don't do "rollback" on an existing character other than the recovery already mentioned.

After a little digging and some research on the subject. The Rollback functionality is still the same as of the 2.0 launch. Nor is the OP the first person to ask this same question. However, the difference I am finding through the forum searches is that Players were very much aware that from the moment a ticket was submitted that any use of that character would be affected by the rollback by losing any progress on that Character after the ticket was submitted. That said, as past experience with WoW before tech was upgraded, Guildwars, and Dungeons and Dragons online where I had to do a rollback of a character whether it be automated or via a technician it is a one way street as all data will be overwritten the moment you log back in. The primary reason that these are usually one way tickets is the fact that just like deleting flies on a hard drive the location on the disk is going to be used for new data as it comes in and it's hit or miss if the space that was opened will be overwritten with new data even if you tried a third party program to try and recover the lost files. Given how SE is very much concerned about data transfer in their games I do not honestly see them taking two snap shots of your character data one at the time of ticket submission and then one before Rollback. It wasn't until Cataclysm that I am aware of that Blizzard created the necessary server frame work and data storage capabilities to hold the required information for undoing a rollback and even then it was only held for a week. From a technical standpoint we can infer that the time of a ticket submission they look at the earliest save point, log it so data will not be lost, and after the investigation is concluded all that needs to happen in that case is one command to rollback to the previous data save point they recorded for that purpose since the team that retrieves the information is not necessarily the one that does the investigation.

Also I will place the relevant links below where others have covered this topic. Some of them go all the way back to 2014 so this is not something that they have changed in the last half a decade. Still worth a try, I suggest asking in the Techsupport section of the forums and not the general since in most cases the Moderators that cover the forums have specific sections they look at, you have a much better chance of getting a technical answer there.

http://forum.square-enix.com/ffxiv/t...ters-items-gil
https://www.reddit.com/r/ffxiv/comme...ollback_times/ - Interestingly enough this one was also a three month roll back, however they said nevermind upon learning that.
https://www.reddit.com/r/ffxiv/comme...back_question/

Also, the real issue is what can be done to improve support and communication with players so when these things happen there isn't so much distress and uncertainty. It's harsh that an experience like this could result in a complete loss of a customer who up until then loved and was dedicated to the game. This also makes new players approach the game with caution when they are used to how other companies treat their customers when things like this happen.

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

Every player is allowed 1 recovery in their character's lifetime. It's meant to be able to save you from accidentally deleting something important. Rollback is a completely different procedure that is meant to restore a character to a certain point in time (for situations where you were hacked and lose everything or if they delete your character outright).

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Go to the link worldofneil posted above/rotf included with the original post and look at the entirety of the terms. That is for a compromised account rollback.

One of the reasons I did not originally open this thread in the support section is because in my pre-research I could see that it would be something they close with their standard ctrl+C ctrl+V response.
But since some people here feel that it is worth a shot, I decided I might as well try it. In parallel I have an additional follow up ticket opened with CS for the same.

In both cases I reference the url to this thread for visibility.

Thread in support section:
http://forum.square-enix.com/ffxiv/t...inventory-lost

let's see how it goes

Their response:

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Good afternoon and thank you for posting in the Final Fantasy XIV Technical Support Forums:

We apologize for any inconvenience that has occurred when playing Final Fantasy XIV. Unfortunately the issue you are describing is not a technical issue. I will be moving this thread to "General Discussion".

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

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Originally Posted by MrKusakabe

Which makes sense. If your account is compromized, chances are that they also know personal data to prove the right ownership. Imagine the scammer himself tries to cancel the progress the legitimate onwer initiated, this would be counter-productive and probably end in a loop as both sides contact the support for both the scam and to stop investigation.

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This is an unfortunate side effect of having your information hijacked. I've worked with many accounts in my time using PII as validation and sometimes yes, an identity thief is there instead of the legitimate owner. While there are ways of determining if that may be the case, it can prove to be a delicate issue. t the end of the day, you can't deny service because an authorized person might not be who they claim to be. That would just frustrate he majority who aren't ever compromised.

However, little of this has to do with what you quoted from me.
I'm speaking of communication between two SE employees, not specifically to the player themselves.

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Originally Posted by rotf

Their response:

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It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

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Originally Posted by Valkyrie_Lenneth

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

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I understand, and that is one of the reasons I didn't open it there originally either.
but since it came up multiple times thoughout this thread, I thought I'd eliminate the possiblity

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Originally Posted by Valkyrie_Lenneth

It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.

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They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

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Originally Posted by Canadane

I'm speaking of communication between two SE employees, not specifically to the player themselves.

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Which, again, is a side-effect of that. The communication between these two departments are not required at all because of the reasons I brought up. Like a form of Need to know. :)

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Originally Posted by MrKusakabe

Which, again, is a side-effect of that. The communication between these two departments are not required at all because of the reasons I brought up. Like a form of Need to know. :)

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Well hopefully we can get some comment from SE about this. That would be encouraging!

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Originally Posted by Makeda

Not only did it say don’t play the character but you even posted the part where it said don’t play the character.

You played the character.

I don’t see the problem.

When no action occurred after ten days, why did you not file something or reach out to either inquire or get your ticket canceled?

You did exactly what it says not to do, and exactly what it says would happen; happened.

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This pretty much sums it up. You need to take responsibility for your actions rather then pointing the finger at others for your wrong doing.

When you got no response in 10 days, send a follow up. If you get no response, send a follow up. If you get no response, pick up the phone and call support. If you still get no response, call support AGAIN.

It's called being responsible. Sadly, civilization does not teach responsibility to our youth these days, and they tend to grow up expecting everyone else to be responsible for them.

It's not Square's fault. It is yours.

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Originally Posted by rotf

no, they did not communicate anything
when you use that url, you get no confirmation or record number at all
and even if it did, as we mentioned earlier, reports in reddit of people who tried to cancel the request at a later moment were told by support it was not possible
so you are left with "dont play the game, even it takes a year" .... as I said, broken process

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Is it bad that you got hacked? Yes.

Is it bad that Square took 3 months to roll your account back? Yes.

Is it Square's fault that you lost all your stuff? No. It is your fault.

Life is full of situations where you have to be responsible for yourself. That's the whole point of growing up. Until you can learn to be responsible, you will continue to be a victim in your eyes.

You should have never played until you had the ok from Square, and that means YOU taking the initiative to email and call support daily until you get a response.

Accepting no response as meaning it is ok to play after they specifically told you NOT TO PLAY is 100% your fault.

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Originally Posted by Lealah

Also, the real issue is what can be done to improve support and communication with players so when these things happen there isn't so much distress and uncertainty. It's harsh that an experience like this could result in a complete loss of a customer who up until then loved and was dedicated to the game. This also makes new players approach the game with caution when they are used to how other companies treat their customers when things like this happen.

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Speaking from experience, there is no need for it. Most players only want an update, which infuriatingly, usually submit a whole new ticket to ask about another ticket and just adds to a backlog, on top of also answering other tickets and issues. Anything else a player may ask about, they are simply not privy to and will not be answered. The only times I'd been required to answer a player was the initial ticket, any additional feedback and then when the task was complete. Babysitting players/customers makes your work slow and you have a quota to fulfill.

Even then, from as I read from OP's responses, they never followed up after the initial time-frame that SE does list (10 days) so any added communication would have been for naught.

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Originally Posted by RoyalBeef

They could at least internally pass the issue on to the right contact person. If one of our customers called and wanted to talk to accounting and I'd be like "Eh sorry mate, I'm a Dev, not my responsibility, have a nice day." my boss would tear m a new one, that's for sure ^^

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This tends to bypass a queue in place. Some places may elect to say 'this is an _ issue' and leave it up to the player to follow through. Generally, you want to take issues as they pop up and not ones that are getting pushed through because of customers knowing some ways of getting around the system.

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Originally Posted by Pharone

This pretty much sums it up. You need to take responsibility for your actions rather then pointing the finger at others for your wrong doing.

When you got no response in 10 days, send a follow up. If you get no response, send a follow up. If you get no response, pick up the phone and call support. If you still get no response, call support AGAIN.

It's called being responsible. Sadly, civilization does not teach responsibility to our youth these days, and they tend to grow up expecting everyone else to be responsible for them.

It's not Square's fault. It is yours.

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So OP was supposed to bite the bullet and not play his account for 'indefinite amount of time' until Square went and did the process - which by the looks of it, took them several months to do. Which by the way, you also can't cancel - so you're trapped having an account that can't be played.

This has nothing to chuffing do with youth, christ this sounds like some baby boomer nonsense. Why even bring this up? You don't even know how old OP is, nor do you get to smear all 'young' folks.

The two departments do not communicate well with one another. While contacting them should have been done. It specifically states 7-10 days for which you are not supposed to touch the account. That's it, no more. OP waited, nothing happened. This is where I agree that communication should have happened on both parties, but neither contacted the other. After months of no contact, the sane person would think that the request was lost and nothing would happen because it would have happened within a proper time limit. It didn't. This request was backlogged and not lost - if someone sees that the request happened 'several months ago' for which they do thorough checks in the account before they go through with the rollback, why wasn't OP contacted before the rollback or an apology given with an explanation? Why investigate the account - see that it's active, see the progress and all the other information and then conclude that after several months of zero contact it's fine to roll it back? Not even a courtesy email?

I'm not sure what type of customer service people have in other places but in the UK if a service is delayed they tend to contact you and apologise regarding the situation and give YOU an update, not vice versa. The other companies give you a specific time limit and tell you directly to contact them if the date rolls over and nothing has happened. Others tell you not to contact them at all and that they will follow up. This doesn't take away from the fact that they stated a specific time limit and didn't follow through with it. I don't understand why people ignoring that fact.

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Originally Posted by Gwenorai

So OP was supposed to bite the bullet and not play his account for 'indefinite amount of time' until Square went and did the process - which by the looks of it, took them several months to do. Which by the way, you also can't cancel - so you're trapped having an account that can't be played.

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Yes. That is exactly what he was supposed to do.

it sounds like he didn't read all the information in this thread, like so many here before him.... Im tired, so at this point I just copy and paste stuff from previous posts

The rollback is a service offered by SE, so regardless of the reason the service is being used, they need to make sure it works in acceptable terms.
While the URL used to request it states that the process can take 7 to 10 days, my account was rolled back 3 months after the request was opened, which is unnaceptable.
It caused me to lose a huge amount of inventory items and progress from the ShadowBringers expansion, and support refuses to revert it.
Issues noted:
- According to support the current process can take longer than indicated, but nowhere in the URL the player is warned that it could take up to months.
- The url states the player should not use the character in question, so this plus previous point leave us in a situation where players are expected to NOT play for an indeterminate amount of time, but keep on paying subscription, even if it takes a year for someone to finally look into it.
- No refund is offered for the time the player is expected to not play.
- No record number is provided when you open the request
- No communication is sent when the request is complete
- No secondary confirmation is performed by support before proceeding with the rollback when the target completion date is exceeded
- It is not possible to cancel a request once it is put in.
- No option to revert if support works on it after the expected target date or any other unexpected circumstances.

This is a process that needs to be crystal clear and can not be open to interpretation, as a poorly handled request could cause way more harm than help (clearly seem in my case). So it is in urgent need of improvement.

Compromised Account: Game Data Recovery Form:
https://support.na.square-enix.com/c...82&la=1&daxx=4