Account hacked, was recovered, but now banned???

Hello SE,

First of all I would like to express my dissatisfaction with your customer support. I'm sure everyone is spread thin at this point, but this is not an excuse to treat your customers like crap.

Second, my account is currently suspended due to its security being breached. I've submitted a ticket regarding this issue (2805062).

Lastly, I cannot believe that there are no quick methods of resolving issues with FF14 ARR at this point. Note that I said "at this point". This was acceptable during initial launch but it's long past that at this point. People are waiting for customer support for days only to have them deleted a your employees' whim. Not cool at all.

Anyways, that won't be my problem soon if my currently issue cannot be resolved in a quick and satisfying matter. Basically, my account was hacked this morning and I immediately changed my password and attached a security token to it. The problem was that even after I did that, the hacker was still in the game and I couldn't boot him out with my log in. I was finally able to log in in the afternoon and everything was good....so I thought.

To my surprise I got home in the evening and tried to log in. Of course I end up getting a message that my account isn't registered. What? So I check my Mog Station account status and it says that it's 'Suspended'. I'm sorry, but account isn't registered and suspended are 2 totally different things. You do realize that this will generate false service support tickets that will boggle down the overall efficiency of your team right? Anyways, I would like to have the ban status account lifted and the amount of hours that I was unable to log in (from the start of the ban) credited to my account.

You guys keep on crediting us with free play time, but what is the use of all this play time if we can't even play the game? I have never been this frustrated with ANY MMO because of such poor customer support since Meridian 59. If I was the North American customer support manager I would DAMN EMBARRASSED. It's up to YOU to provide your player base with the support that they need to resolve their issues with the game and you're letting them down BIG TIME. If you can't do your job right, step down and let someone that CAN do it take the reigns.

It's a real shame since this is a great game, but the customers are treated like crap. I really wanted to support this game, but at this point I'm just too tired to try to play...because I can't even log in. I really hope you guys prove me wrong by making some much needed changes to the way your CS team works.

Sincerely,

A VERY disgruntled customer

Most companies will suspend hacked accounts to avoid further trouble with the account... Like the person changes the password but the computer is still infected with a key-logger and the account gets hacked again.

If you did notice that your account was hacked but you didn't contact SE about it and just changed the password (basically as it's written), It's kind of normal that they suspended your account... If you had contacted SE, they would have booted other char that's not yours and froze the account until you change the password/add token anyways.

I've contacted SE. Let's see how many days it takes for them to respond. I opened up a ticket with them about my pre-order bonus code 5 days ago and I've received nothing about it as of yet.

It's been a day and they didn't even respond to my initial ticket yet. A ticket isn't officially submitted into their system unless someone acknowledges it. I'll be posting one of these every day until my issue is resolved so I can keep track SE's service status.

2 service tickets were submitted yesterday; One at 10:45am and one at around 10:30pm. As of now none has been replied to.

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Originally Posted by kaiyouske

It's been a day and they didn't even respond to my initial ticket yet. A ticket isn't officially submitted into their system unless someone acknowledges it. I'll be posting one of these every day until my issue is resolved so I can keep track SE's service status.

2 service tickets were submitted yesterday; One at 10:45am and one at around 10:30pm. As of now none has been replied to.

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Best way to contact them in by web chat, it's hard to find but you can get it after a few Google searches. Sorry, I forgot the link.

My e-mail was ignored but web chat got me in. Had to wait 2-3 hours for web chat to get in.

The multiple tickets just makes it take longer for them to respond. It's your own fault your account was hacked. In the meantime, what have you don't to ensure your account isn't hacked again?

If it takes a week for them to respond, you'll be lucky enough. Blizzard takes anywhere from 2 to 3 weeks to resolve this issue. These things usually take some time.

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Originally Posted by PetiteMalFleur

The multiple tickets just makes it take longer for them to respond. It's your own fault your account was hacked. In the meantime, what have you don't to ensure your account isn't hacked again?

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I'm not denying that it isn't my fault that my account is hacked. But since you didn't even bother to read my entry, let me DO THAT FOR YOU:

"Basically, my account was hacked this morning and I immediately changed my password and attached a security token to it."

4th paragraph, 2nd sentence.

You're welcome. ;)

As for the multiple tickets, you once again didn't read what I posted.

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Originally Posted by Dburwebby

If it takes a week for them to respond, you'll be lucky enough. Blizzard takes anywhere from 2 to 3 weeks to resolve this issue. These things usually take some time.

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The one time my WoW account was hacked it took them 2 hours to remedy the issue. On the SAME DAY.

Update: The ticket I submitted around 10:30am yesterday was finally accepted into the system at 9:05am today. About 1 whole day just to enter a ticket into the system with an auto response.

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Originally Posted by Dburwebby

If it takes a week for them to respond, you'll be lucky enough. Blizzard takes anywhere from 2 to 3 weeks to resolve this issue. These things usually take some time.

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My account got hacked in Wrath and I got all my items back (twice, for some reason) within 3 hours of contacting them

So for the pre order bonus code the ticket was actually submitted on 9/6/2013. It hasn't been updated since the automated email and here's the details of the ticket:

Contact Information : 2749476
Title : FINAL FANTASY XIV: A Realm Reborn
Status : Open
Updated Time : 09/07/2013 08:05
Contact Time : 09/06/2013 14:40

It's been one week for this ticket and they couldn't even email me telling me that they're 'working on it'.

Will keep everyone posted.

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Originally Posted by kaiyouske

The one time my WoW account was hacked it took them 2 hours to remedy the issue. On the SAME DAY.

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Originally Posted by Holyhunter

My account got hacked in Wrath and I got all my items back (twice, for some reason) within 3 hours of contacting them

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You guys got lucky I guess, or I just had bad luck. It took them about 3 weeks to deal with my account, then again it could be because my account was not even active when it got hacked and the person who hacked it used his credit card information to pay for a month. Not trying to make it seem like Square Enix's CS is better than anyone elses. Hell I never had my issue resolved regarding a characters name. I get an email from Square saying the issue can't be resolved by email, and then another email to rate my experience lol.

My account was hacked Wednesday. I submitted a ticket and followed up with a phone call. The Rep escalated my ticket (2794140) to have it recovered but said it was a "new Procedure" and they couldn't give me any kind of a time frame. Im waiting.. and waitng.. and waiting.. and waiting more. Once Im tired of waiting, I will probably wait some more.
Talking with some folks IRL who play said that they have seen people in their FC get their accounts back in 24-48 hours. Im going on 52+ hours atm with no end in site.

Update: Ticket #3 was accepted into the system. It was submitted around 10:30pm last night so it looks like there's a systematic way of tickets being accepted into the system roughly about 11 hours after the ticket is submitted, or it's just some weird way SE is doing this.

Ticket #1(Missing Pre-Order Bonus Code)
-Submitted on 9/6/2013 UNRESOLVED

Ticket #2(Requesting SE to boot character off server due to compromised account)
-Submitted on 9/12/2013 UNRESOLVED

Ticket #3(Requesting SE to lift Suspension to account status)
-Submitted on 9/12/2013 UNRESOLVED

To Be Continued...

Update: Finally got a response regarding my suspended account. Was told that they could not help me via email and that I had to contact them via chat or phone. I queued up the chat and after 2 hours and 30 something minutes of wait, the window said no representatives are available and ended my chat queue.

Ticket #1(Missing Pre-Order Bonus Code)
-Submitted on 9/6/2013 RESOLVED...kind of. Was told that I had to email the e-store support instead of regular support....after 10 days.

Ticket #2(Requesting SE to boot character off server due to compromised account)
-Submitted on 9/12/2013 DISAPPEARED...This ticket disappeared from the system for some reason.

Ticket #3(Requesting SE to lift Suspension to account status)
-Submitted on 9/12/2013 CLOSED...Was told to contact SE via chat or phone since they couldn't help me over email.

Ticket #4(Chat request to lift Suspension per response of Ticket #3)
-Submitted on 9/16/2013 OPEN ...after the 'no available representatives' message, I hit the refresh button to re-queue myself...

The plot thickens...

I tried contacting them via Webchat only to get to the first position in queue and receive a "There are no agents available to chat with you right now. Please try again later" message. I did put in tickets with them Thursday only to get auto generated response emails about waiting to log in. On friday, I spoke to them via the phone number, only to be told that my ticket would be put into an "escalation" status, whatever they mean by that. Guy could not give an ETA, but only suggested if I don't hear anything to try back in 1-2 weeks. WEEKS! I hope I am going to be credited with with the minimum 7-14 days of my free trial period that I will be losing over this.

I love this game, it's amazing. Easily, it's the most fun mmo I've played in years. However, when I am unable to play due to a lack of effort on the part of the support side, I really do wonder about the future of this game. Get it together SE.

Update: queued 2 times for chat support only to have the message "There are no agents available to chat with you right now." both times, which took about 5 hours total.

Submitted another ticket asking the CS team to forward my formal complaint to upper management regarding this issue. Will report SE to the BBB tonight.

Still no response from the North America customer support at SE.

I'm not sure why I didn't think of this, but I submitted a ticket to the Japan customer support center today in Japanese. Let's see if they're able to help me with this issue. I've opened up a ticket with them (2852046) today.

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Originally Posted by kaiyouske

Lastly, I cannot believe that there are no quick methods of resolving issues with FF14 ARR at this point. Note that I said "at this point". This was acceptable during initial launch but it's long past that at this point.

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It hasn't even been one full month since initial launch, lol.

Well, I think this thread has ran its course. I've been trying to contact them in good faith, and they don't seem to want my business. The fact that SE reopening digital sales before trying to help their current customer base tells me that they have no interest in trying to keep current customers at this point. Due to my personal experiences with their CS and their business decisions, I've decided the best thing I could do at this point is to vote with my money.

I really enjoyed all the constructive conversations I've had with (most of)the people on this forum and I wish you guys(and gals) nothing but the best of luck to you in getting your issues resolved. It really saddens me to see such a great game ruined by such poor support and I sincerely hope that someone with higher power in the North American offices will do something to remedy these account issues.