Can't recover password or Maiden name - Girlfriend Account
Hello,
I am unsure if this is the right place for this but I am hoping it will advance things and I'd like to see if tips from experienced users can help. It'll be a long detailed story, if you do not mind reading: I am thankful to you for your time.
My girlfriend have a problem recovering her EU account. The story behind it is that her internet disconnect every 23 hours (We can guess when it will happen very easily) and that each time the disconnect happen, she get a "Suspicious Activity" E-mail about changing her password which she use to log into the game. It has been like that since the beginning, April 2014, when we started playing together. Not a big problem to us, we dealt with that until a week ago.
She changed the password yet again and it doesn't accept it anymore when she try to log in. She thinks she typed it wrong twice and now we can't guess what it is anymore, she only know the first letter and the last two Numbers. She doesn't usually look at the keyboard when typing, it may have led to the issue.
Another problem is the Maiden question during the recovery process, she typed something really random upon her account creation due of the excitement of trying the game together leading to the fact we can't recover the account through normal means since the security question is a requirement for that and she can't remember it. We wanted to change the security question in the past but this was also something impossible for reasons I don't remember.
We have been trying with a few support tickets and the support chat without success, our hopes got crushed every tries. My girlfriend even provided her driving License and her Passport in one real life picture, her real name is suppose to be in the account too. We are always told that the account recovery is impossible and that she may be a hacker, that no further assistance will be given for this account. We are trying for over a week now and I'm at the point where I have to ask the community: Did this ever happened to you and what did you do? Google isn't helping us, I read a lot about the Square Enix support not reaching customers expectation which scare me.
We worked so hard on our characters and we were waiting for Heavensward in excitement, I even cancelled my collector Edition order. I just can't play without my favorite healer, we completed almost all end game content (Turn 1 to Turn 10 using only Duty Finder as duo Tank/Healer) and had our Zeta weapons ready. Played everyday almost, we never been inactive. I am not sure if the support can see that, the abnormal inactivity since we played together everyday until last week.
Thank you for reading, my english isn't my main language and I am sorry if I did grammatical mistakes. This is just a shot I am making randomly to see if the forum can provide help, at least I tried for her.