Character rolled back - 3 months worth of inventory lost

Back in june I opened an "account compromised" ticket in the support website.
The terms and conditions in the url (https://support.na.square-enix.com/c...82&la=1&daxx=4) state that after analysis the char could be rolled back and that it could take from 7 to 10 days for the ticket to be worked on, and that in the meantime the char should not be used as any items obtained would be lost after the rollback.
Well, I did that, but I never heard back, so after 10 days I continued playing the game and getting ready for the expansion.
To my surprise, yesterday I logged in to find my character rolled back to the state it was when I opened the ticket... yes, some 3 months ago.
All that I got in that meantime, including items from the expansion was gone, including Eden Savage drops, dozens of ex trial totems, countless materias and gear....

Tried to reach out to support through multiple channels, only to get the same answer over and over "the rollback can not be reversed", no matter how I tried to reason with them.

So, the terms and conditions state that it could take 7 to 10 days for the ticket to be worked. That is acceptable, but 3 months? who in their right mind would agree to that on a main char. That is certainly not what I agreed to.
Are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? How is that acceptable?
I didn't even have any indication that someone was even looking into my case or that it would take longer than expected.
What are their analysts thinking when they get a case from months ago and simply go ahead and blindly delete everything like that without even asking for confirmation first given the absurd amount of time that has passed?

This is so frustrating... not to mention that I'm also impacting another 7 people from my savage group as I won't be able to raid anymore.

Has anyone else face a situation like this?

I am actually laughing right now at the incompetence, probably at your expense. That is actually crazy, they won't even offer any kind of compensation? Lordy lordy..

Probably some strict policy in place.

No, but honestly I don't even care about the money, I just wanted my gear back.
But yeah, when it got to the point it seemed a definite "no", I asked about a refund for my wasted play time... "no" for that as well.

Of course we have one side of the story so a big "if true" then.. but.. wow.. That's awful. I'm sorry :(.

No one should expect 7-10 day procedure to take 3 months instead.. unless we're working with the government in which case add two more months >.>, and still that's ignoring the crushing feeling of losing 3 months of play.

I hope someone of SE can help out, if this is true because that's just soul crushing.

What, this is insane - like, what the heck. Surely this isn't acceptable or part of normal procedure. They said 7-10 days if they don't act after that then what are you supposed to do?

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.

It also states that it should be complete in 7 to 10 days. Or should we consider only half of the stuff that is written there? How am I supposed to know what information in there is enforced and what is optional?
This type of thing can not be open to interpreation , it has to be crystal clear.
As I said, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months?
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months

I find this extremely fishy and OP isn't probably not telling the whole truth. First of all, the OF really isn't the best place to try and it should be worked through with customer support.
Second, if a rollback really happened the whole character should be reverted, not only their inventory. But OP has 6 (or 7 if you count Scholar and Summoner separate) jobs at max level. He also has the Innocence mount and Eden Minor minion.
Either his account was compromised AGAIN, for one reason or another, or he's straight out lying trying to create mistrust to SE.

Quote:

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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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Three months is an unreasonable wait time to be able to play a character again. I swear you people will defend anything no matter how indefensible it is. I assure you, your SE fanclub membership wont be revoked if you eve agree they did something wrong.

Quote:

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Originally Posted by Proxers

I find this extremely fishy and OP isn't probably not telling the whole truth. First of all, the OF really isn't the best place to try and it should be worked through with customer support.
Second, if a rollback really happened the whole character should be reverted, not only their inventory. But OP has 6 (or 7 if you count Scholar and Summoner separate) jobs at max level. He also has the Innocence mount and Eden Minor minion.
Either his account was compromised AGAIN, for one reason or another, or he's straight out lying trying to create mistrust to SE.

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

Quote:

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Originally Posted by rotf

It also states that it should be complete in 7 to 10 days. Or should we consider only half of the stuff that is written there? How am I supposed to know what information in there is enforced and what is optional?
This type of thing can not be open to interpreation , it has to be crystal clear.
As I said, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months?
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months

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While this absolutly sucks, I'd still argue that the sensible thing would have been to contact them again after the 10 days had ellapsed with nothing happening to figure out why nothing has happend and how to gone on from here...

3 months is unreasonable, yes.
You contacting them again and asking "Hey guys, whats going on, I'd like to continue playing, get this fixed!" isnt unreasonable though... so... I'd say that thats what you were supposed to do about this? And if only to tell them that you've changed your mind about wanting a roll back and rather keep your character as is now...

Yes, sucks, shouldnt have happend. Also sucks that they cant do anything to fix this now. But I'd place at least a certain part of the blame on you for just going ahead without checking with them why nothing happend.