Account Penalty Issues

Approximately two months ago I get a notice of a caution being placed on my account. The message I get says on <date> I was very naughty and am being punished. That seemed strange as on <date> I had a bad migraine and spent most of the day sleeping. I was online for maybe 2 hours and didn't use the chat function at all.

Once I was feeling better I submitted an account review request saying how there must have been a mistake because I was barely active on <date>. I get a response back that was basically, "Oh, well, it could have been any day around <date>." Which is red flag #1.

I respond asking to see the evidence that they claim to have reviewed proving it was me and am told no. After a bit of back and forth, I'm told they don't have access to the chat logs. Red flag #2. You can't verify something you don't have access to! Further, Square Enix's own publicly posted policy states that some sort of guidence will be given to help players correct their behavior. This never happened with me. All I get is a vague reference to a section of the ToS that covers like 5 different topics. Incidentally, not even the one I'm (eventually) told is why my account was given a caution.

Just from a practical standpoint, how does this policy work? If I come to you tomorrow and say that I'm going to dock your pay for some mistake you made "somewhere around 2-years ago" and nothing more? How do you know I'm not just making it up or that someone else didn't make the mistake?

Red Flag #3 came when, after about a month of back and forth, the customer support team simply stopped responding to my ticket. That is the height of unprofessional behavior. Their job is literally to respond to people's issues. My monthly subscription fees help pay the contract for whatever call center this was farmed out to.

I'm not unsympathetic to the idea that giving out full chat logs might let someone continue harassing another player, but they won't even give you the text you allegedly entered, minus any other user names. I'd even take someone summarizing what was said over this current policy where it's guarded like nuclear launch codes. Such as, "You called someone the disparaging name of 'hoser'." At least then I would have some idea and can suggest either pulling complete logs for broader context or at the very least would know that calling people a 'hoser' would be considered out of bounds.

In addition, it seems like a change in call centers is in order. Either this one went rogue, trying to cut costs by just telling everyone to shut up and go away, or someone at Square Enix should probably be looking for a new job in the very near future. Under no circumstances should CSRs be 1) knowingly lying to customers, and 2) refusing to respond to tickets from paying customers.