I Got Hacked Support List - Sign Here

Hoping to compile a list of who's gotten hacked, when, what they did to try and resolve it, and if it worked. Feel free to update or re-post, especially when a final resolution to your account being hacked has been given.

Sign and say:

Hacked: When/Date?
Status: What's your current status? (Suspended, banned, waiting for rollback, etc)
Attempted to Resolve By: List how you attempted to resolve the problem.
Did it Work: Yes, No, Maybe, Hopeful, Bashing head against keyboard.

Tried Phone Support: Have you tried calling them?
Number Used: What number did you use?
Did it Work: Yes, No, Maybe, Hopeful, Crying into keyboard.

Final Resolution: What was the final outcome / result from SE? (Permanently banned, suspension lifted, account items recovered, account items not recovered, etc.)

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Hacked: 9/15/13
Status: Husband suspended with No ETA. Waiting on investigation.
Attempted to Resolve By: Two emails. Four hours waiting on live chat for them to "escalate" my husbands "escalation"....and say there was No ETA.
Did it Work: No, still suspended.

Tried Phone Support: Yes. Heads up, wait time is around 1.5 - 2+ hours.
Number Used: 310 846-0345
Was it Helpful: No, spent about 3 minutes on the phone to be told they knew we were waiting and there was nothing customer support could do.

Final Resolution: My husbands account was finally unlocked an hour ago, making it the 11th day after he got suspended.

To everyone waiting, the only thing I can think he did was to be very specific on live chat telling them exactly when he logged off the night he got hacked, the RMT character that was created, and when he found his account suspended in the morning. All together it was a 9 hour window for them to investigate it being compromised.

I had read another person's update that their account was unlocked after 10-11 days, so unless you've reached that time frame I'd say there is still hope.

Good luck to everyone waiting, I hope you get yours resolved too.

Bump. I want to see if anyone's account has been recovered and if there's something specific you did to speed up the process.

Hacked: 9/13/13
Status: Account suspended after being logged into by a gil spammer. Submitted ticket that night to get him kicked off, but all I got were auto-generated email responses.
Attempted to Resolve By: Two emails. 2 hours on the phone only to be told it could be up to 2 weeks. Said my ticket would be escalated, found ticket closed out. Went to chat. After 3 unsuccessful attempts to get through the queue finally spoke to a rep. Total wait time in queues, about 6 hours. Was told essentially the same as on the phone, but when I inquired about any compensation for my trial time, I was told by the rep that he did not know and to submit a ticket when my account has been cleared.

Did it Work: No, still suspended.

Tried Phone Support: Yes, ultimately futile.
Number Used: Toll based support number.
Was it Helpful: The rep was professional, but useless in terms of getting the issue resolved.

Final Resolution: No final resolution as of yet.

I got hacked a week or so ago.

Added one time password, changed email on account and password, then TURNED THE ACCOUNT OFF AND BACK ON to actually get them off the game. Since then no issues.

I did also at the time do a support ticket, which I canceled when I got my account back, and saw they didnt steal my Gil, just used it to spam their advertisements.

Hacked: When/Date? - September 11th 2013
Status: What's your current status? (Suspended, banned, waiting for rollback, etc) - Active
Attempted to Resolve By: 4 tickets submitted. 2 email, 1 Live Chat and 1 Phone chat.
Did it Work: Yes.

Tried Phone Support: Have you tried calling them? - Yes
Number Used: What number did you use? - 858-790-7529
Did it Work: Yes

Final Resolution: What was the final outcome / result from SE? - After 9 days from submitting the first ticket my account was FINALLY FIXED!

You know that moment you read something and for a split second you're like "meh"? Then you realize what you just saw and you have you keep yourself from squealing like a school girl? Yeah.

At first I didn't think it was legit, but I logged into both my SE Account Management and my Mogstation and yep, sure enough! All is right with the world!!

Don't lose hope everyone, someone IS working on it! Albeit slower than frozen shit sliding down a hill in the north pole, but they're doing it! ;););)

Hacked: 9/10/13
Status: Account reactivated
Attempted to Resolve By: One email, one phone call.
Did it Work: Kind of.

Tried Phone Support: Yes, answered questions during call.
Number Used: --
Was it Helpful: Not really.

Final Resolution: This is where it gets a little sticky. After 10 days of awaiting resolution, my account has be reactivated. Unfortunately, that is ALL that has been done.

1.) No time restored to account for the absurdly long time it took to uncheck the 'lock' status from my account. So ~10 days of account time up in smoke.

2.) No items/character restores done during this process. Character is still in shambles gil/items-wise. Informed I would need to put in a *separate* ticket from the original ticket that specifically informed them of the compromise and requested a restore. Also informed that this could take an unknown amount of time for the character to be restored. Considering it took 10 days to uncheck a box, I do not want to think what a DB restore would take.

3.) Ticket closed without option to reopen/comment on service. Any future items (even if they are specifically related to the requests made in the original) must be done on a new ticket. My early days in support would have been much easier if I could fudge numbers as well.

Overall, extremely subpar service that has been handled so atrociously that my group and I cannot justify giving them any more of our money. Well designed game, but crushed by completely mishandled support.

Best of luck all.

Quote:

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Originally Posted by Abraxis

Hacked: When/Date? - September 11th 2013
Status: What's your current status? (Suspended, banned, waiting for rollback, etc) - Active
Attempted to Resolve By: 4 tickets submitted. 2 email, 1 Live Chat and 1 Phone chat.
Did it Work: Yes.

Tried Phone Support: Have you tried calling them? - Yes
Number Used: What number did you use? - 858-790-7529
Did it Work: Yes

Final Resolution: What was the final outcome / result from SE? - After 9 days from submitting the first ticket my account was FINALLY FIXED!

You know that moment you read something and for a split second you're like "meh"? Then you realize what you just saw and you have you keep yourself from squealing like a school girl? Yeah.

At first I didn't think it was legit, but I logged into both my SE Account Management and my Mogstation and yep, sure enough! All is right with the world!!

Don't lose hope everyone, someone IS working on it! Albeit slower than frozen shit sliding down a hill in the north pole, but they're doing it! ;););)

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Did this happen as the result of calling? Or it just all slowly snow balled into you getting it back after waiting? :) I'm so excited for you! Considering 2 hours ago you were just complaining with the rest of us! lol

Quote:

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Originally Posted by Cirsce

Did this happen as the result of calling? Or it just all slowly snow balled into you getting it back after waiting? :) I'm so excited for you! Considering 2 hours ago you were just complaining with the rest of us! lol

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I honestly have no idea if calling helped or not, but it never hurts to try really.

I guess it's true what they say, if you bitch about something long enough you'll get your way! :D Looking forward to the rest of you getting your accounts back and running like they should be!

Although I was a bit disheartened to find that I was dirt poor upon logging in. Granted I only had 30,000gil last time, I now only have 103...which isn't even enough to get to the closest Aetheryte port lol. But oh well! I'm back in!!

Why don't you all try to track also on which gaming sites everyone is registered if you were using the same access data for ARR? May help pinpointing where the issue is coming from and help other users too.

Quote:

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Originally Posted by ZohnoReecho

Why don't you all try to track also on which gaming sites everyone is registered if you were using the same access data for ARR? May help pinpointing where the issue is coming from and help other users too.

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That's a good idea. But after thinking about it, granted I went to a number of different sites looking up information regarding FFXIV, I never registered on any of the sites...ever. So even if there was a keylogger on the sites, or even something on a banner ad (which is blocked with AdBlock for me) I don't see how it would have logged my username and/or password. And since i ran a full scan of my computer, twice, using Avast as well as Spyware Blaster and Malware Bytes which didn't find anything, I'm confused as to where/how my information was accessed :( Anyway...

But to add to the "information pool" the sites I went to were

FFXIVdb.com
ffxiv.gamerescape.com
ffxivrealm.com
kotaku

And one more that I suppose could be suspect, but it was quite handy in helping me determine which zone I should try heading to for level appropriate content.
home.comcast.net/~nakomaru/ffmaps/

Hacked: 9/21/13
Status: Girlfriend suspended with absolutely no communication she had been.
Attempted to Resolve By: following this link:https://support.na.square-enix.com/f...1&c=58&sc=348& and following step b since a was impossible. Have also opened a support ticket.

Tried Phone Support: Want to, but they are stupidly closed on the weekend.
Number Used: --310-846-0345
Was it Helpful: --Could have been better but at least there is action being taken, allegedly.

Final Resolution: -- To be determined.

Information Pool
Girlfriend doesn't register to those kinds of websites and when she does register to a website she uses different random passwords.

updated my previous post.

Bump. Finally resolved on the 11th day, he just got his account un-suspended. I updated my original post with some information on it.

I have not myself been compromised but my sister (our FC Master) was -- it's still pending investigation. I'm curious -- those of you who've gotten your accounts back: did SE restore your items/gil? If you CLEANED OUT YOUR FC'S CHEST ( >:| ) did they restore THOSE items? I've love to know. Maybe even add that to your form?

Account was stolen 9/24/2013, my sister saw my character log in, during which time I apparently cleared out the FCC, probably also my own inventory, and then gave leader to an officer before leaving.

This morning, my account is banned because of RMT activity. I called their tech support this morning, got an estimated investigation time of two weeks. I'll update this if my account is restored.

Hacked: September/06/2013
Status: Waiting for rollback, no ETA, nothing, SE support is on holiday.
Attempted to Resolve By: 10+ support tickets, 5 web chats.
Did it Work: No, still no rollback, still no ETA.

Tried Phone Support: No.
Number Used: -
Was it Helpful: Phone support is probably just as f*cked up as all the rest of SE Support team.

Final Resolution: Nothing from SE.

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

Quote:

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Originally Posted by nothappy

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

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That's terrible that your account was terminated. This is what worried me the most when he was suspended.

Good luck getting it back. If you do maybe in a few months you'll find your way back to the game if/when they get their customer service issues sorted out.

Hacked: Not exactly sure but its been at least 3 days
Status: Suspended account didnt give an ETA
Attempted to Resolve By: Several support tickets and called in by phone

Tried Phone Support: Yes I did call
Number Used: 310 846-0345
Was it Helpful: Somewhat helpful. They asked for my account info and what the problem was and they said ok give them a few days to a week to invetigate and un suspend the account

Final Resolution: Account still suspended just waiting it out. Its only been a day or 2 since the phone call

This is by far the worst customer service I've ever experienced.

9/12/2013 - Account was hacked. Fortunately I discovered right away that someone was on my account because I couldn't log in. I changed my password, but they still managed to steal all my gil. At least my account wasn't suspended. I submitted a ticket requesting a rollback.
9/13/2013 - I decided to call Square Enix in the hopes it would expedite the process. I was on hold for 40 minutes before someone picked up. I was told that the ticket was received, to email a copy of my I.D., and that they would work on getting my account rolled back.
9/19/2013 - It's been about a week since I last spoke with Square Enix, and my account is still missing all of its gil. I haven't heard anything so I tried calling Square Enix again. On hold for 1 hour and 55 minutes before someone picked up this time. The guy I spoke with told me he would help get it resolved faster by resubmitting my ticket to a higher level. (Whatever that means.) He said to just be patient, and I would soon receive two emails: the first telling me that they are working on my account and the second saying it was done.
9/26/2013 - It's now been two weeks since I've been able to play. Still no gil. I just received an email from Square Enix saying that they can't resolve my ticket through emails, and that I would need to call them.

WHAT?! I already called them TWICE. And now I need to call them again?? Why couldn't they do whatever it is they needed to do either of the other times I called them?

Quote:

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Originally Posted by Dulcee

This is by far the worst customer service I've ever experienced.

9/12/2013 - Account was hacked. Fortunately I discovered right away that someone was on my account because I couldn't log in. I changed my password, but they still managed to steal all my gil. At least my account wasn't suspended. I submitted a ticket requesting a rollback.
9/13/2013 - I decided to call Square Enix in the hopes it would expedite the process. I was on hold for 40 minutes before someone picked up. I was told that the ticket was received, to email a copy of my I.D., and that they would work on getting my account rolled back.
9/19/2013 - It's been about a week since I last spoke with Square Enix, and my account is still missing all of its gil. I haven't heard anything so I tried calling Square Enix again. On hold for 1 hour and 55 minutes before someone picked up this time. The guy I spoke with told me he would help get it resolved faster by resubmitting my ticket to a higher level. (Whatever that means.) He said to just be patient, and I would soon receive two emails: the first telling me that they are working on my account and the second saying it was done.
9/26/2013 - It's now been two weeks since I've been able to play. Still no gil. I just received an email from Square Enix saying that they can't resolve my ticket through emails, and that I would need to call them.

WHAT?! I already called them TWICE. And now I need to call them again?? Why couldn't they do whatever it is they needed to do either of the other times I called them?

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They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

My GF is currently at one week today of having her account suspended and late monday will be one week for when they "started" the investigation. Outside of that not a thing, going to give them till the 10-11 day mark since that seems to be the average and have her call them back. Not sure if weekends count towards days for the investigation so I am going to assume they aren't.

Quote:

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Originally Posted by Cirsce

They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

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btw, I wanted to ask Cirsce, when your husband got in touch with support and they started the investigation did he receive an email that said this?

Dear Customer:
This notice is to inform you that we have suspended the FINAL FANTASY XIV service account registered to this e-mail for one or more violations of the FINAL FANTASY XIV User Agreement that occurred on 9/23/2013. Specifically, you have violated following Section(s) of the FINAL FANTASY XIV User Agreement.

------------------
SQUARE ENIX ACCOUNT TERMS OF USE
1. Registered Users
Use of the Website or Services is limited to those satisfying the following conditions:
(b)You represent and warrant that you will not use the Website or Services in any manner that is in violation of this Agreement or of any applicable law or regulation;

FINAL FANTASY XIV User Agreement
2.2 Real Money Trading, Farming and Power-Leveling. You may not sell,purchase or exchange for real-world money or value any in-game currency,accounts, characters, in-game services, or in-game virtual items. Youmay not play the Game for the purpose of acquiring virtual items or advancement in game play on behalf of a third-party or for the purpose of selling any virtual assets to a third party for real-world money, specifically including $B!H(Bgold-farming$B!I(Band power-leveling services.
------------------
Every action we issue is based on conclusive evidence of a violation and is reviewed for accuracy. Here is an excerpt from the activity log regarding this termination:

Based on the actions in this most recent incident and any prior record on the service account, we have terminated the FINAL FANTASY XIV service account registered to this e-mail in accordance with the FINAL FANTASY XIV User Agreement. To best understand the penalties taken against the service account, please review the Account Penalty Policy section on the Support Center at the following link:
http://support.na.square-enix.com/rule.php?id=5382&la=1

For information on prohibited activities in FINAL FANTASY XIV, please refer to the Square Enix Account Terms of Use, the FINAL FANTASY XIV User Agreement, and the following URL:
http://support.na.square-enix.com/fa...la=1&kid=68216

As your account has been terminated due to a violation, you will be unable to create another FINAL FANTASY XIV service account.
Unfortunately, you have shown yourself to be unwilling to follow the rules of the FINAL FANTASY XIV community. If we find that you have created another FINAL FANTASY XIV service account, we reserve the right to terminate that account as well in our sole discretion.

NOTE: If you suspect the violation resulted from unauthorized access to the FINAL FANTASY XIV service account or the actions of an unauthorized third party who is not your parent or legal guardian, or if there are other points you wish to clarify, please contact the SQUARE ENIX Support Center.
http://support.na.square-enix.com/fa...la=1&kid=68228

This message has been sent to you for notification purposes only, and we are unable to address further inquires via replies to this email. Should you have any additional questions or concerns, we ask that you visit the SQUARE ENIX Support Center at [http://support.na.square-enix.com/] to contact us directly.

- SQUARE ENIX Account Administrator

My GF got one a few hours after phone call and got her investigation started and when I went on a rage on her behalf over it people said it was just a blanket email and something they do when they start the investigation, but I dunno, I am having my doubts and seeking sources to confirm before calling Square Enix support again over it.

10 days here..
scammed 18/09
contacted support 18/09
opened ticket 18/09 (with all infos about my suspects like date of last login, date of scamming, a scan of my driver licence too)

yesterday i re-contacted support (ever by chat) and they re-opened me a recovery ticket and asked me to change password 2 times (are they trolling me?)
today is 28/09 and i still cannot play

...waiting for a miracle...

Quote:

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Originally Posted by nothappy

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

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Just wanted to update this a bit. It's now been almost 3 weeks with no response from SE. I'm going to give them till Thursday before I call again and start asking for supervisors.

i can't even search for my last tickets about my compromised account now..

Well done SE for removing this feature away! And many thanks for closing my ticket once again without any response.

I'd like to know what sites and downloads you all are getting into. The answer would likely be linked to how you got hacked. Or you use a Derp password

so how much gil did you buy from the web site that key logged you?

They are probly not downloading anything. Anyone can come onto these forums and get your info. I despize forums that force you to use your login info and then DISPLAY you character/tradeskills. MYOB!!

Hacked: 9/28/2013
Status: Received Service Account Termination letter on 09/29/13 accusing me of RTM with no forewarning or any communication at all from SE.
Attempted to Resolve By: Contacted Customer support on 09/28/2013 immediately after I found out my account was compromised/hacked. Changed all my passwords, activated the security token (did not know it existed until I found out about it from this forum).
Did it Work: Hopeful.

Tried Phone Support: Calling them in 5 minutes when CS opens at 0900 hrs sharp.
Number Used: What number did you use?
Did it Work: Hopeful (will edit with results after phone call)

Final Resolution: So far permanently banned. All SE has to do is log onto my main character and see that I am fully equipped with quest given white/AF gear and less than 150k gil to my name. If I was buying or selling gil, I have very little to show for it.

Hacked: 30/09/2013
Status: What's your current status? Can't log hacker out
Attempted to Resolve By: Changing password, installing token, deactivating my account
Did it Work: No, trying to leave it deactivated for a longer period...

Tried Phone Support: Have you tried calling them? Lol no. I'll rather quit playing, given other people's experience.

Final Resolution: Pending

Update : immediately deactivating my account (6 hours), changing my password and adding token did it, I got my account back. The only thing amiss was the character they created, presumably to spam.

I most likely was too poor for them to take my money ^^

Quote:

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Originally Posted by lord_hur

Update : immediately deactivating my account (6 hours), changing my password and adding token did it, I got my account back. The only thing amiss was the character they created, presumably to spam.

I most likely was too poor for them to take my money ^^

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Next time just do chat support they log out my GF account soon i saw it was log in by a hacker. It was used to farm sheep using 3rd party tool to warp around killing sheep lol. Took all her crystal and gil but there a way for you to get it back if you care if not then it's not a big deal.

Sidenote: I would change the email and make sure you use password with uppercase and lowercase and numbers. For both new email and your SE account and make the pw different for both because even with a token people can be hacked happen a lot in FFXI.

Quote:

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Originally Posted by thoughtless

Hacked: 9/28/2013
Status: Received Service Account Termination letter on 09/29/13 accusing me of RTM with no forewarning or any communication at all from SE.
Attempted to Resolve By: Contacted Customer support on 09/28/2013 immediately after I found out my account was compromised/hacked. Changed all my passwords, activated the security token (did not know it existed until I found out about it from this forum).
Did it Work: Hopeful.

Tried Phone Support: Calling them in 5 minutes when CS opens at 0900 hrs sharp.
Number Used: What number did you use?
Did it Work: Hopeful (will edit with results after phone call)

Final Resolution: So far permanently banned. All SE has to do is log onto my main character and see that I am fully equipped with quest given white/AF gear and less than 150k gil to my name. If I was buying or selling gil, I have very little to show for it.

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I hope you are ready to wait 3+ weeks... Tomorrow will be 3 weeks for me, and still not a word from SE yet.

I hope this isn't similar to the situation Trion had with Rift - someone figured out how to compromise their authentication system and log into any account at will. That was quickly caught and fixed (thanks to community effort - a player sounded the alarm on how to break in, and submitted detailed info on the compromise to Trion), but it was a rare case of people getting hacked through no fault of their own.

Date Hacked - 9/13/2013 sometime after 5am est
Steps taken to resolve it
1. was getting error 3102, SE support just said wait it out. turned out to be ahacker once I could log in but SE support was closed by then for the weekend.
2. called on Monday, they sent me a declaration form for ffxi not ffxiv. filled it out and sent it in anyways. Called them the next day to make sure it was ok to use the ffxi form even tho I was playing ffxiv. They said yes, they just haven't gotten around to making a new form. They told me they received my form and my case was escalated.
3. Called back Friday to check the progress of my rollback. They told me if I hadn't been rolled back by two weeks after the date of receiving my form to call them.
4 Called them 2 weeks after. SE support told me there was a hiccup and that the ffxi form was no longer acceptable and that I needed a form for ffxiv. So the SE support person resubmitted my compromised account info and told me they would send the right documents the next day.
5. Next day I received an email from SE support entirey from Japanese. Since I don't know Japanese I called them again to ask what was going on. It is now today.
6. Now the SE support person tells me the reason my rollback was not completed was not because I sent the wrong form. The declaration form is for people who are locked out of their account only, otherwise for a rollback you only need to submit the online request form.
7. The SE support person tells me there was no rollback because SE has no measures created yet to rollback characters because they did not anticipate people getting hacked. They did tell me that they still have character save data saved to rollback to even though they have no means of rolling back. I was told that SE is working on a rollback system right now and it is a top priority.

So basically I was run in circles for 2 weeks for nothing. How could SE not anticipate needing a rollback system when every single mmo to date has anticipated it and implemented a rollback system? SE is always saying how they appreciate the people who stuck with them but now when we need them they are not there for us. Its not like hacked accounts are something new, they should of had implemented measures to rollback hacked accounts before release. that is online mmo 101. Also it says right there in online forms that characters get two rollbacks. How can they promise that when they don't even have a way to rollback?

Hacked: 10/2/2013
Status: Support ticket opened
Attempted to Resolve By: Password changed, ticket opened, setup software security token, scanned PC for spyware
Did it Work: YES

Tried Phone Support: Trying Live Assistance
Number Used:
Did it Work: Maybe, still waiting

Final Resolution: N/A for now, see update

http://s1229.photobucket.com/user/Va...6dec0.jpg.html

UPDATE: It took about 1.5 hours but I was able to reach someone in support via live chat. I already had locked the account down but my toon was still being controlled in game by someone else. In just a few minutes they were able to boot this person off the server and I had full control again. I was missing all my gil and materia (not surprised) and had about 2k diremite webs in my inventory. I have opened another ticket to get the diremite webs removed from my inventory and hopefully a rollback on my toon. Most important to me is keeping my account, I know my toon was reported many times during the account take-over. I'm very happy with how this has been resolved so far. All that is left is the item issue. Thanks SE!

[double post that was not full, ignore, sorry sorry)

Hacked: 17th/18th September (I logged off night of 17th, and couldn't log in following morning)
Status: Account Suspended
Attempted to resolve by:
- 18th Sep: Logged ticket when I couldn't access my character after about 30 mins of receiving 3102
- 18th Sep: Tried to use chat support (out of business hours, so didn't work)
- 18th Sep: Read KB article on account being compromised and changed password, attached OTP
- 19th Sep (morning): Notice of Service Account closure received
- 19th Sep (afternoon): Received notification the ticket I had logged on the 18th was 'lodged correctly'
- 29th Sep: Received response to my ticket saying to contact them via phone (not possible in my situation) or live chat (with a link)
- 30th Sep: Managed to get live chat session and was advised they could do nothing but escalate and could provide no ETA on resolution (worth noting the rep I spoke to was fine)

It's now the 3rd of October. And I'm still waiting to here anything else.

I could not be more disgusted with the level of customer service I've received.

They really have bad customer service when i call them all the time i use my cell to record it and i ask them there name and ID or badage number they go by and when they do that i say im recording this call for my safety and what it said on this conversation will be used against you if you screw me over i have proof of what you say and 2 out of the 3 hang up on me so i just dont say it anymore that tells me everything they say isn't truthful and just dont want to talk to you. they are suppose to be here to solve our problem the onlything they are doing is collecting there checks we pay 2 them and screw us and i cought a few lieing to me when i brought these conversation up so i tell them ill play u a recording from last rep and bam they are lieing to us