SE Support corrupted my account and now won't fix it.

I understand that posting in this forum won't directly help me get a resolution, it's just that I don't know where else to go for help and I hope that by posting my experience here, there is a chance that someone at SE (community manager, Support, etc...) might see it and help me fix it.

Below is the chat transcript of my conversation with chat support (phone support and GM's respond in pretty much the same way). I have repeatedly tried this and other approaches but always get the same result.

Where my account was before the hack: Large House, +5 million Gill, All classes/jobs at lvl50, PLD & DRG with ilvl130 gear and zeta weapons. All the other jobs had ilvl gear >120 and their Zodiac weapons were >Animus, all the Disciples of the Land and Hand were fully equipped with the maximum over-melds, max gear and Lucius tools.

Once piece of info: This hack was done by someone I know. They were able to delete my toon because they had access to my cell and computer while I was out of the country (I don’t take my phone with me on international travel because of theft). When I got back, my computer, phone, Facebook, twitter, Steam, Xbox Live, etc... were all deleted, formatted or factor reset.

Agent Orlando: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Orlando: Please hold while I look into your issue.
You: No problem
Agent Orlando: Okay so you had a character restoration on your account but it has made the game unplayable?
You: Correct.
Agent Orlando: How come?
You: They mistakenly restored my character to May 1st 2014 instead of 2015.
You: I didn't have all soul crystals at that time.
You: So, i am now missing Soul of the Ninja.
You: However the level 30 quest to receive it, is still completed
You: and you can't repeat it.
You: Its is true for a bunch of the classes
You: Sorry, for a bunch of Jobs
Agent Orlando: Have you contacted GM's about this issue and also submitted a bug report?
You: GM's have said this is not something they deal with and direct me to create a ticket.
You: When i create a ticket, it says call phone support
You: I call phone support and they say they can't help, but the GM's can restore it
You: i created a bug report two months ago but this isn’t a bug
You: But it says when you submit them, they don't address individuals
Agent Orlando: Okay so unfortunately, that's all you can do.
Agent Orlando: It is a GM issue but if they say they can't do anything then you submit a bug report.
You: Yes, but this isn't a bug. This is a bad restore
Agent Orlando: You can bump your bug report in the forums and let them know it hasnt been resolved and specify that it is from GDR
You: I have been doing that for two months.
Agent Orlando: Unfortunately, that's all you can do.
You: Why?
You: Why can't I have the restore team fix their mistake?
You: This was their mistake after all.
Agent Orlando: It's not a mistake the restore point is chosen based off the date given
Agent Orlando: If they chose that specific date is because that's when character restoration was possible
You: Are you able to pull up the ticket that they used when they performed the restore?
Agent Orlando: No I can't
You: ok.
You: A little info, i have two accounts. Both were hacked.
You: My main, was restored to over a year ago.
Agent Orlando: Like I said the recovery team chooses the restoration point at a point before the compromise and whenever it's available.
You: My mule was stored back to before i got hacked
You: If they had the backup of one, they should have the backup of the other.
Agent Orlando: Like I said they were the ones who choose the restoration point and that's the one they chose and when you agreed to the role back you agreed that this would be a possibility.
You: I would agree with you if the point was a month or 3 months...
You: But a year, it looks like someone put in 2014 instead of 2015
Agent Orlando: So at this point your only recourse is to submit a bug.
You: I know a bug report is the answer you have to give when you don't have one and you need to close the ticket
You: Let me ask you this.
You: Do you think this is a bug?
Agent Orlando: it doesn't matter what it is but that's your only solution.
Agent Orlando: So whatever title it has has no importance as long as it gets your issue resolved.
You: Do they address or reply to individuals when you submit a bug?
Agent Orlando: So you can either submit it or try it or not try at all.
You: I have tried several times
You: no response
Agent Orlando: And you can keep trying on the forums like I said keep bumping it.
You: Do you mean the Bug report forms?
Agent Orlando: Yes
Agent Orlando: Are there any different issues I can assist you with right now?
You: one moment
You: When you submit a bug, does it matter if you post in the form or do it through the Support Desk in-game?
Agent Orlando: I would suggest doing it there and also on the official forums.
You: Do both operate under the same rules? Does the same team handle both?
Agent Orlando: Yes but if you want to get their attention again I would post at both places.
File attachment upload has started.
The file Capture.PNG (491.77KB) was received. (The file I sent was a screen capture of the Bug report window saying, “Please not that we are unable to provide individual responses to reports” )
Agent Orlando: Okay, if there's no different issue I can help you with I will have to let you go to assist other customers.
You: You can't help me. Thanks
Agent Orlando: You have your options and that's all you can do.
Agent Orlando: Thank you for visiting the SQUARE ENIX Support Center.
Agent Orlando has disconnected.

Before the hack? Someone hacked you account? Did you hack?

I doubt phone support has the ability to break your account.

Quote:

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Originally Posted by Magis

I doubt phone support has the ability to break your account.

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Not the phone support he gave the transcript of, but the character restoration that had been botched before that call. The character restoration broke it by (partially) restoring to the wrong year, leaving jobs unplayable because he doesn't have the soulstones but has already done the quests. (Not to mention presumably the loss of a year's worth of other stuff he'd had.) The phone support guy was just unable to do anything about it, or even direct him to anyone who could.

Oooouch. I hope your thread catches of the eye of someone that can help. Best of luck getting this fixed x_x

I cannot help you at all, I just want to ask if you gave that person a proper beating? :-O

Bumping because that customer service rep was so terrible. Hopefully someone will help you.

Liked and bumped as this really should be something they fix. A rollback should not ever remove your ability to play parts of the game.

Looks like the agent was getting kinda snippy. I hope this gets resolved for you.

Wow... that support rep came off uncaring and rude (not to mention totally unhelpful); I would have lost my s***t.

Hopefully you can get your account fixed.

How the hell did you remain that calm? I applaud your patience, because I would've flipped out by that point. Hopefully this catches someone's eye and your situation finally gets fixed. Utterly ridiculous.

Quote:

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Originally Posted by Madoxone

Once piece of info: This hack was done by someone I know. They were able to delete my toon because they had access to my cell and computer while I was out of the country (I don’t take my phone with me on international travel because of theft). When I got back, my computer, phone, Facebook, twitter, Steam, Xbox Live, etc... were all deleted, formatted or factor reset.

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Wow... what kind of a bitter, spiteful person he/she must be to do this to you. Sorry if I offend you by saying this, but I'm just truly in awe at how someone is capable of doing those things. Sickening.

I hope you get your account fixed. At least the job stone thing, if a more convenient restoration point isn't available.

Quote:

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Originally Posted by Niwashi

Not the phone support he gave the transcript of, but the character restoration that had been botched before that call. The character restoration broke it by (partially) restoring to the wrong year, leaving jobs unplayable because he doesn't have the soulstones but has already done the quests. (Not to mention presumably the loss of a year's worth of other stuff he'd had.) The phone support guy was just unable to do anything about it, or even direct him to anyone who could.

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Ah, that's terrible. Phone support seems to be pretty useless minus delinking one-time passwords. They couldn't switch my sister's account from a Steam to a Windows only account.

Madoxone,

Thanks you for bringing this concern to our attention. I have made sure to escalate this for further investigation to see if we are able to correct the compromised account restoration. Since further discussion about this topic is not needed, I will be locking the thread.

LGM Enkrateia