Closing Open Tickets?

Right now I am using my GF account to figure out why Square Enix is closing people tickets without solving or talking to the customer... I emailed them my issue and I get a reply back saying that we are closing your ticket, if you would like to reopen your ticket then fill out another complaint... Seriously?

My issue is that I cant log in because:

A. I have link my account to a Software Token on my phone and now my phone is gone. Which means I cant log in.

B. Got a new phone but my registration code only last 60 min which was sent a week ago. So now that code doesn't work anymore.

C. I failed to read further down the email after receiving my reg. code and didn't know that they had an Emergency Password Removal link that I can't access right now because I don't have my Software Token.

I called them and when they answered they pretty much said "sorry nothing we can do for you" yet your FAQ states that if you by chance dont have your EPR then call customer support for further assistance...

Really don't know what to do next. I feel like me buying 2 PC copies and 2 PS3 Copies was just a waste of money now... the other 2 copies was for my GF.

I just need someones opinion or if somebody had a similar situation on what to do next...

Zitat:

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Zitat von Sushi_The_Pug

Right now I am using my GF account to figure out why Square Enix is closing people tickets without solving or talking to the customer... I emailed them my issue and I get a reply back saying that we are closing your ticket, if you would like to reopen your ticket then fill out another complaint... Seriously?

My issue is that I cant log in because:

A. I have link my account to a Software Token on my phone and now my phone is gone. Which means I cant log in.

B. Got a new phone but my registration code only last 60 min which was sent a week ago. So now that code doesn't work anymore.

C. I failed to read further down the email after receiving my reg. code and didn't know that they had an Emergency Password Removal link that I can't access right now because I don't have my Software Token.

I called them and when they answered they pretty much said "sorry nothing we can do for you" yet your FAQ states that if you by chance dont have your EPR then call customer support for further assistance...

Really don't know what to do next. I feel like me buying 2 PC copies and 2 PS3 Copies was just a waste of money now... the other 2 copies was for my GF.

I just need someones opinion or if somebody had a similar situation on what to do next...

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Mate had a similar problem. He made a new ticket on another account last week and finally got his account back today.

Zitat:

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Thank you for contacting the Square Enix Support Center.

We apologize for the delay in responding to your contact regarding FINAL FANTASY XIV: A Realm Reborn and Square Enix account.

Many of the contacts we have received involve issues that have been resolved by the recent hot fixes, issues resolved by the countermeasures we have set up to combat server congestion, or issues that have been otherwise resolved by customers themselves. Given this situation, we sincerely regret to inform you that we will be pre-emptively closing your support ticket at this time.

We will be continuing to expand our Support Center team’s capabilities to provide better and faster support, but until then we ask for your continued patience and understanding. Closing your ticket was not a decision we came to lightly, and we wish to extend our sincerest apologies for not providing you with a timely response and for not being able to assist you directly.

If your issue is still unresolved, we ask that you please resubmit your contact to us on the Square Enix Support Center or the in-game Support Desk.

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This is the email I received from them before I called them

Zitat:

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Zitat von Ricje

Mate had a similar problem. He made a new ticket on another account last week and finally got his account back today.

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Did he do it by phone or online chat?