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

[Holyhunter]

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.

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

[kaiyouske]

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.

[Dburwebby]

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

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

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.

[Krimzin]

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.

[kaiyouske]

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...

[kaiyouske]

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...

[atopax]

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.

[kaiyouske]

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.

[kaiyouske]

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.

[EvianEverdeen]

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.

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