1 1/2 hours on the phone to get disconnected by support

What the hell Squenix... I heard support was bad but this goes beyond everything i could imagine. As the title says, i just sat on phone support for over an hour and a half just to get a recorded message "we're sorry Square Enix support is currently unavailable, please call back during normal business hours" *click*

Okay so not only did i just waste 1 1/2 hours of my life waiting on them, I wasted minutes on my phone, I still cant log into my account, an RMT is spamming on my account on another server, and I'm probably going to be banned with their ban wave.

I live in Cali and i have to say i am very tempted to drive up to their headquarters and take this up in person because this is... i'll refrain from the language i was about to use... Anyway...

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For support, my account was hacked. I have an RMT on my account at this moment shouting and I need them kicked off and cleared from my account. I have changed my password and tried logging in again to no luck. I have sat on the phone and sent an email support ticket in and have had no luck.

If anyone knows a way to circumvent and disconnect your own account please fill me in as i'd be fine just being able to change my account info and kick them off then Squenix can take their sweet time fixing this as i know they will.

I tried to call a few seconds ago only to get "We are closed. Our business hours are from 9 AM to 6PM." WHAT!? It's 3PM PST

Okay let me ask this way... through the square enix master account page you have the option of cancelling a service. If i were to cancel my FFXIV:ARR service would it disconnect the person currently on my account? Then I would reactivate the service and should be able to log in myself. I just want to make sure doing so will not permanently deactivate my account...

As long as you stay on the moogle station when you deactivate your account, you can reactivate your account immediately. Otherwise you'll have a bad time. Not sure if it logs out the person though, please post if it does though ^^

http://forum.square-enix.com/ffxiv/t...n-registration

Here's how I got a hold of the bastards.

Well I thought about it rationally and that they may have gone on lunch or a break to bring systems down... so i started calling back in about 1 min intervals. Eventually i did get through and am on hold again now, so I am hoping i was quick enough to be pretty close to the front of the line.

That was a colossal waste of time.

Finally got through to support on the phone, yay... Went through everything i needed to, asked him if he kicked the person off my account etc... said yes and i should be good. Go to setup my security token and lots of other stuff to make my account as safe as possible. Finally get to trying to log in, he's still on my goddamn account! The RMTer wasnt kicked off and i cant do anything.

Square Enix's Customer Support truly is worthless. I dont know why i believed him when he said he resolved it without trying to log in myself first. -.-

Hey man, you got through.

That's a victory in itself. They're adding an achievement for it next patch.

Normally i'd probably laugh but honestly, this isnt funny in any way shape or form. I'd rather not have gotten through than as i did... got through, was told the issue was resolved and warned of what may happen, then find out nothing was done.

Well I just love this so called Technical Support forum, NOT! I've never EVER seen a single reply from anyone at Square Enix or even a moderator, these forums appear to be totally ignored by staff. The support from SE is worse than terrible, they don't even seem to properly respond to urgent support tickets and the phone service from what you've written often appears worse than non existant, I say worse than non existant and I mean this literally as not having this phone service at all is better than wasting your time and often phone call charges waiting on the phone to be finally cut off.

Suggestion:

Please check your PC for any malware thoroughly before changing your password again and ensure you have a decent firewall installed, if you need help doing this please reply. If you are changing your password and they're still getting into your account afterwards then they've either hacked Square Enix's servers themselves which is fairly unlikely or they're getting your new password somehow from your end. Obtaining your new password could be done by using a keylogger or similar malware on your PC that silently steals your password and passes it onto the hacker, or they could find it out by using brute force methods (using the optional security token or smart phone application to provide a one time password can prevent keylogger hacking for FF XIV ARR as it provides an additional level of security, but you'll still want to have any malware removed too). Square Enix should be protecting users against brute force by temporarily suspending accounts after too many failed login attempts for say 5 minutes while also sending an email to the user so they can report suspicious activity if it wasn't them failing to login, but unfortunately I don't think this protection is implemented at the moment (I could be wrong). To prevent brute force yourself however simply set a new password using a long random combination of letters, numbers and special characters, E.g. a password of qn8z_3n90a37+f3 would most probably take something like 100+ years to break using brute force for instance. The hackers brute force attacks are more likely to skip accounts that aren't cracked fairly quickly and the ones they'll crack will most likely have insecure passwords, E.g. English words or names. If it's really necessary store your very secure unrememberable password in a text file on your PC and just copy it over when logging in (as long as only trusted people use your PC!), it's not ideal, but it's better than using a password that can be guessed by brute force attacks. Finally ensure you change the password on your Email account that is registered with Square Enix to something equally secure so it also cannot be guessed by brute force methods either. Remember that If the hacker knows your email address and has access to it they can simply click on the "Forgot your ID or password" option to have password reset details sent to your email address for them to access. You also want to make sure that no hacker has changed your registered email address on your SE account to one they have access to instead of your email address, obviously if it was changed you need to change it back immediately and then change your password once more to make sure.

Good luck!

PS: If you can't get into your account because you're password has been changed and resetting your password doesn't work either then unfortunately you'll have to find a way to get help from SE.

Well I'm aware of the ways people hack accounts and i assure you my password is nowhere near easy to get even through brute force. In addition i have set up the one-time password service using my android phone. Through this they should not by any means be able to get through. I have scanned my computer and gone through all necessary cleanup to make sure nothing was keylogging me.

The issue now lies with the fact that the hacker was never removed from my account. They stayed logged in through my call with support and after therefore while i changed my password and all login information they were still on my account, it does not kick anyone current logged on when you: change passwords, setup one-time password, deactivate your game account alltogether, try logging in yourself. None of it will kick someone from your account, and on top of all that, Square Enix Customer Support will not either, even if they claim they have/will.

I appreciate your feedback and trying to help but I have done all in my knowledge that is possible to resolve this and nothing has helped.

This is incredible. I honestly feel sorry for you, SE-Support has to be the worst support I have ever encountered. I find the game unplayable due to lag since yesterday's emergency maintenance but so far I haven't reached anybody. This is so absurd, it's almost as if there wasn't any kind of support to begin with.

Your problem will be when SE bans your account for spamming other people with RMT messages in-game. I'm at this point. Good luck with your issue I hope it gets resolved as soon as possible. :)

Finally resolved. I got through on the phone again and said it bluntly to them "I want you to go into my account, kick the player off their name is " " and delete that character from my account. Simple as that." They told me I had to contact a GM to have that done, so i responded by telling them I have no way of contacting a GM nor is there any information on how to have such a thing done. Thus, as a paying customer i wanted them to resolve it. After a brief hold they informed me they contacted a GM had them kick the character, they could not delete it but the player was removed from my account at which point i could log in and delete it myself.

I am back in ownership of my account, my security is now ridiculous on it and hopefully i dont get banned in the waves of bans.