SE neglecting reports of abusive behavior?

Does Square Enix do anything to protect us from abusive players?

I ask because a friend and I reported a player and were told that because we were not the one being abused/harassed the GMs could do nothing. My friend was being PMed repeatedly but was apparently not being harassed?

This guy started by hitting on me (and a lot of other girls turns out) in-game and didn't take "I have a boyfriend" for an answer. The incident that got us to report him involved him asking a girl to marry him and/or be his girlfriend and sending her pictures of him cutting himself when she said no.

Well now he's hacked the account of a girl he's dating, who was in our FC, and removed her from the FC. He also made a puppet account just to harass my friend and I again.

Does SE do nothing to protect the community from obvious abusers? How far does someone need to go before SE will step in? If someone has admitted to hacking an account, how does SE expect the hacked person to make a report?

No, SE has a "sweep it under the rug" policy. Their reporting system and policies are probably the worst I've ever seen in a game.

Seems to be the case from the reports i've made so far. Even with definitive prove of the person being in the wrong i was still shut down saying it was not my concern

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Originally Posted by Ciri_Wolf

No, SE has a "sweep it under the rug" policy. Their reporting system and policies are probably the worst I've ever seen in a game.

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That's absolutely disgusting to me.

They're owned by Sony and this is a PSN account that's been hacked into.

I would have thought Sony would care a bit more about keeping their customers secure.

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Originally Posted by Sarasham

They're owned by Sony and this is a PSN account that's been hacked into.
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I highly doubt he hacked anything. He was simply given access to it by the victim before she realised she would be a victim.

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Originally Posted by RickXRolled

I highly doubt he hacked anything. He was simply given access to it by the victim before she realised she would be a victim.

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From what he said (we have screenshots) the account has been hacked.

Does anyone know if SE looks at the screenshots when you file a report?

They don't accept screenshot or video evidence, they don't accept any kind of external evidence, if something can't be proven with in-game chat logs or in-game data, for them it didn't happen.

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Originally Posted by alimdia

They don't accept screenshot or video evidence, they don't accept any kind of external evidence, if something can't be proven with in-game chat logs or in-game data, for them it didn't happen.

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The screenshots are of the tells he sent on his puppet account, so SE should be able to see everything that happened through in-game logs.

Report it not only in-game, but on the website. They'll check it faster than in-game reports.

Cheers :/

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Originally Posted by ChocoFeru

Report it not only in-game, but on the website. They'll check it faster than in-game reports.

Cheers :/

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Can you tell me where this is? I was digging a bit but all it told me was to report stuff in-game.

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Originally Posted by Sarasham

The screenshots are of the tells he sent on his puppet account, so SE should be able to see everything that happened through in-game logs.

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Make sure to include specific date and time of that chat log in your ticket.

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Originally Posted by Sarasham

Can you tell me where this is? I was digging a bit but all it told me was to report stuff in-game.

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It's a bit tricky to find, sorry! Here's the link: http://support.eu.square-enix.com/co...383&la=2&fty=2

On the bottom "report other violations" then press Next.

It will ask your SE ID (the one you use to log in FFXIV) then the date/world etc where the problem happened. Try to be specific on the dates so they can check it faster!
If nothin'g been done, you can always call an in-game GM to talk about it, so he might poke the website's team to speed things up or, at least, give you an answer.

Hope it helps!

u can /blacklist add ppl so they dont bother u , to hack a FFXIV account u need to know

ID , password

the mail associated and the password too , since login with a different IP blocks the IP until is authorized by the mail sended.

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Originally Posted by Sarasham

They're owned by Sony and this is a PSN account that's been hacked into.

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Square Enix Holdings Co., Ltd. is not owned by Sony, and by the terms of service for a Playstation Network Account the security of the account is up to the user. If you give your details, or don't take every measure to protect your account then that is the account owners issue.

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Originally Posted by Sarasham

I would have thought Sony would care a bit more about keeping their customers secure.

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Get them to add a Final Fantasy Token to their account meaning they require a unique one time password to be able to login. This measure will help protect you unless you give them your token.

Blacklist the guy harassing you, and if he makes a new alt to harass you then just blacklist them till he gets bored. Have the person being harassed report it to a GM with time stamps of the PMs so they can get the ingame chat logs, and move on with life.

SE has a bad policy about "if you're not the victim, you don't report." Sometimes they don't even understand when you are the victim, and you just have to be cut and dry and say "this person did this to me," without a bunch of story.

Also not to white knight or anything because I realize the system is flawed, the few people I have had issues with in-game, as far as I know, have been banned. Mostly because I got /tells along the lines of "how dare u ban my friend."

Also, timestamp everything. When you file your report put the exact time it happened, the exact server, and put the offender's name in the title. The more specific you can be, generally the better outcome you'll have. I have a feeling GMs have to dig through a lot of log to find the info they need. Here's hoping you don't have to deal with this person much longer.

ETA if the harassment has moved outside of the game then just block him and move on since SE can't do anything about it. Talk to your FC leader to remove this guy, or blacklist him yourself. Sadly just because he said he "hacked" an account doesn't mean he did, and SE can't prove how he got someone else's password, for all anyone knows the girl gave him her info before she realized he would do this to her so... not much can actually be done on that front.

I'm sorry this has happened to you, and I hope you can deal with it somehow since SE is not being helpful. It's plainly inexcusable that the GMs don't seem to act on even such serious cases of harassment - and this sounds like a textbook example of a stalker. I quite frankly fear that SE's community team is not trained¹ (appropriately) for handling cases like this one, in addition to the anti-harassment policy being… sub-par at best. I expect SE to step up their game in this regard, it's not excusable for a company like them to not take harassment seriously and act accordingly.

¹ Yes, handling harassment is something you must be properly trained for, and most community management folks, in my experience, are not. This is why any company or organization that deals with larger communities should have a dedicated and trained anti-harassment team which other community managers, including GMs, can defer to.

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Originally Posted by Sarasham

That's absolutely disgusting to me.

They're owned by Sony and this is a PSN account that's been hacked into.

I would have thought Sony would care a bit more about keeping their customers secure.

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Uh, psn account is just used to open the game client - psn login does not give you game access. It still means he has her game login, and as others have said, just because he claims he hacked it doesn't make it true. She likely have him a password (perhaps she used the same password for multiple accounts. Why don't you telk her to report it?

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Originally Posted by Sarasham

That's absolutely disgusting to me.

They're owned by Sony and this is a PSN account that's been hacked into.

I would have thought Sony would care a bit more about keeping their customers secure.

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SE is not owned by Sony, and for PSN you gotta take that up different place then on this forum.

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Originally Posted by alimdia

Make sure to include specific date and time of that chat log in your ticket.

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Thank you for the tip, I have done that.

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Originally Posted by ChocoFeru

It's a bit tricky to find, sorry! Here's the link: http://support.eu.square-enix.com/co...383&la=2&fty=2

On the bottom "report other violations" then press Next.

It will ask your SE ID (the one you use to log in FFXIV) then the date/world etc where the problem happened. Try to be specific on the dates so they can check it faster!
If nothin'g been done, you can always call an in-game GM to talk about it, so he might poke the website's team to speed things up or, at least, give you an answer.

Hope it helps!

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That does help, thank you very much for your help, I've submitted a report on my own behalf, since I had the guy blacklisted and he made a puppet account just to find me again, which is pretty textbook harassment.

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Originally Posted by Warlyx

u can /blacklist add ppl so they dont bother u , to hack a FFXIV account u need to know

ID , password

the mail associated and the password too , since login with a different IP blocks the IP until is authorized by the mail sended.

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I'm only going off what the guy has told me, he's an abusive jerk, so it's wholly possible he's lying in one form or another about the hacking.

The blacklisting though is less effective when the guy makes puppet accounts though, which is why I made a report about that, relating only to myself. I can't imagine SE can find grounds to dismiss this based on their "privacy policy" now.

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Originally Posted by Lambadelta

Get them to add a Final Fantasy Token to their account meaning they require a unique one time password to be able to login. This measure will help protect you unless you give them your token.

Blacklist the guy harassing you, and if he makes a new alt to harass you then just blacklist them till he gets bored. Have the person being harassed report it to a GM with time stamps of the PMs so they can get the ingame chat logs, and move on with life.

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I can't get her to do anything, as he now has control over her account and thus I have no way of contacting her. This is also why she can't report it herself.

I understand that the best way to get a report is from the person being harassed but when someone else has both parties saying "He/I sent pictures of him/me cutting and said 'I hope you're happy'." I don't see why the GMs can't take some action? Even more so in a case like this where the victim has literally no way of reporting it.

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Originally Posted by Sarasham

I can't get her to do anything, as he now has control over her account and thus I have no way of contacting her. This is also why she can't report it herself.

I understand that the best way to get a report is from the person being harassed but when someone else has both parties saying "He/I sent pictures of him/me cutting and said 'I hope you're happy'." I don't see why the GMs can't take some action? Even more so in a case like this where the victim has literally no way of reporting it.

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with everything that has been said, we can assume she plays on psn, correct? this fact leads me to think that at one point in time, she gave her psn info to him, or she has bought the game for both pc and ps3/4. if it was/is a psn thing, then Sony would be the place to get in contact with to get her account back, because that would mean there is a fair chance that her account as a whole was compromised. regardless, i think there is info missing, besides the obvious naming/shaming thing.

Ever since the change in regimes at the top several tears ago SE doesn't even pay lip service to customer service. Remember everything along those lines are outsourced with no oversight by SE. As long as the money keeps coming in everything is copacetic and mundane things such as customer/player complaints are the problems for the third party contractors (with no real stake in the company) to solve.

Greetings, Sarasham!

Thank you for bringing these concerns to our attention. I have passed this thread onto the SGMs to review the GM Calls and how they were handled, so we can make sure they were handled correctly. We appreciate getting this type of feedback, since it allows us to look into possible mistakes in our services so we can make sure that our service does not misunderstand GM Calls or handle these customer concerns incorrectly. Since we are reviewing the GM Calls, I will be closing the thread. Thank you again for letting us know about this!

LGM Enkrateia