I'm not one to typically complain about something enough to post a thread about it. But this really can't be ignored and infuriated me. The blame is solely on SE as I have done EVERYTHING I could have done to get help and protect my account.
A day ago I called SE to have them deactivate my current security token so that I could set up the mobile app one immediately because attempting this myself online was only coming back with "Sorry, we are having difficulties, please try again later" ALL night. So when I got through to the rep, they deactivated it and everything was good. WRONG. Come to find out all the rep did was "freeze" it so that the 6 digit code that populates doesn't work anymore BUT the token was still attached and activated on my account. SO I could not change my password OR deactivate the token that the rep failed to do because it required the 6 digit one-time password that apparently was frozen. This is the first reason I was livid.
I woke up this morning to log in to knock out some quests while I wait for the call center to open at 9AM, when I got a 3102 error. Okay, so I retry a few times, close it out, check the Lodestone to see if maintenance started earlier etc...To my surprise it hadn't started earlier, BUT there was another character created named Kerrichxa Corwell on the Lamia server, under my same SE ID. Panic set in.
I had 30 minutes until SE call center opened so I did some digging and found out that whoever hacked me also friended someone named Ernest Vankass on my server of Hyperion. Again, panic set in because I'm assuming they did that so they could mail themselves, or their accomplices, all of my gil/items.
Finally 9:00AM PST rolls around and I call immediately and wait 45 minutes until a representative gets on the phone. This individual was very responsive and awesome. I gave him the situation and character names. He looked up the other character that was created by the hacker and immediately booted him from the game. He appologized about the last rep and that he froze the token instead of removed it. He told me to change my password immediately so the other individual couldn't log back in, so I did. I FINALLY got to activate the mobile token app and everything was good. Again...I was wrong.
On my lunch break from work, I went home to log on to see the damages to my character. Again I got the 3102 error saying I was still logged in. Panic again set it and I noticed the other character the hacker created was still there, so I tried to delete it and when the counter finally ticked down, it gave me the 3102 error for that, too. SO...I start calling SE customer service again.
This time the wait was 2 hours and the rep this time was of ZERO help. I gave him the rundown and told him that the rep this morning checked the names I gave to see if they were logged in and then he booted them, to which he replied, "Sir, we can't do that here. You are going to have to create a brand new character on any word and put a ticket in to talk to a GM." This, for lack of better terms, pissed me off beyond belief. I then asked to speak to a supervisor and he returned a minute later saying none were available and that all he could do was take the character names and submit them to a GM for me. Keep in mind that after he told me this, I repeatedly tried to tell him that no matter how many characters I create under the SAME Square ID, if one is logged in, I can't log in or create another to log on with. He didn't care and said there isn't anything more he could do. This is unacceptable. By far the worst customer service I've had in a long time, especially given my circumstances.
Needless to say, I better get my items back when they figure out this rollback crap from all of the hacking. All of this was zero user error and 100% SE's fault for screwing up my token to begin with. I'd like a rep of the forums or anyone who knows anyone with any power please give me an answer and some help, because this is absolutely ridiculous.
My account was hacked and how it's been handled so far.
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09-12-2013, 07:32 AMRyujin_KetuMy account was hacked and how it's been handled so far.
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09-12-2013, 07:44 AMGuammasa
hope you get that fixed up man. Truly sorry about your experiences with SE support.
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09-12-2013, 07:50 AMHarmonium
How did you get hacked ?
You can't log in because of the token who was frozen, so how the hacker can ?
How the hacker know the password, and id ?
I realy want to know. -
09-12-2013, 07:52 AMneorei
I'm wondering how all these people are getting hacked...
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09-12-2013, 07:55 AMLordMaitreyaMost of them are gil buyers and are getting key logged on the rmt websites. Just like every other game............................Quote:
Originally Posted by neorei
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09-12-2013, 07:56 AMRyujin_Ketu
When they "froze" the token, it doesn't require the one-time password to actually log on the game, I know stupid right? The one-time password IS, however, still required when switching your password or trying to deactivate the current token. The dumbest thing in the world.
As to how the hacker knows my ID? It's a crapshoot...how does any hacker get any info...? -
09-12-2013, 07:59 AMGrimm_Apollo
I would love to say I am surprised by this but unfortunately I am not, yet another SE horror story. I hope this thread will get the attention you need and the problem is resolved.
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09-12-2013, 08:02 AMRyujin_KetuI can assure you I have not visited a single site that is fishy or having anything to do with Gil. I also blacklist every Gil seller that I see spamming. I have no clue how they obtained my information in that little of a window from when there was no token to when the hacking began.Quote:
Originally Posted by LordMaitreya
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09-12-2013, 08:04 AMRyujin_KetuI can assure you I have not visited a single site that is fishy or having anything to do with Gil. I also blacklist every Gil seller that I see spamming so I have no clue how they obtained my information in that little of a window from when there was no token to when the hacking began.Quote:
Originally Posted by LordMaitreya
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09-12-2013, 08:07 AMneoreturn
I know lots of players got hacked and I am one of them. Good luck to your account. SE don't care but other online game care. Their system is not secure. None of us is Gil buyer or visit any strange website. There is something wrong. Their slow response makes everyone unhappy later.