No help at all from square enix over hacked account

So my girlfriend logged off last weekend only to get up the next morning and find her account hacked, at first we were just like WTF why was she banned, but after logging into loadstone and seeing a lvl 1 created on a different server we soon realized the obvious.

So anyway, what has happened so far.

1.First day we live chatted to square enix and they told us to place a ticket, we did this before seeing that someone had created the lvl 1 on the different server. The ticket was placed asking why she was banned etc, as we had thought she did nothing wrong.

2. After logging into loadstone another ticket was placed 2 - 3 days later, telling them we were aware the account had been compromised etc.

3. We received an email about the first ticket telling us to call them, we found the number for them online and called, all they told us was that the first ticket had been escalated and we had to wait again, they refused to do anything over the phone as it was out of their scope.

4. Nothing for 3 days so we called them again to ask, no help again, not really surprised about that as we were just a little impatient.

5. We get a second email saying to call them, still get no help through the phone.

I'm a bit sad at the fact that she did nothing at all wrong but some lowlife got into her account and got her banned, and square refuse to help over the phone at all, and get you to call them just to tell you they escalate the tickets. Pretty poor customer service IMO.

Given that large numbers of people are getting their accounts stolen the SE are likely swamped .. if people were more careful with handling e-mails, didn't re-use logins across multiple sites, etc., they'd save themselves much heartache and organisations like SE a lot of time.

Se do help people, I know this for a fact, but each individual case takes time and there are at least scores of people if not more with the problem: given the ban rate SE are reporting on gil spammers (most of whom are using stolen accounts) the problem is huge, caused very largely by people using the same logins across many sites.