Have a hacked account? There is something you can do about it.

[Arriverderci]

Do you have a security token? If not, then your account getting hacked was 100% your fault. If you aren't willing to use the security avenues that are in place, you have no one to blame but yourself.

To the OP, I seriously doubt the BBB even cares about this issue, seeing as it is user error, not in any way the fault of the company.

Okay, what in the world?
They never once said, "Hey all get the friggin' token are you're going to be hacked." People have been getting hacked regardless of using a token or not.
Since that doodad doesn't even work, now what?
Please you guys, can we not stick up for SE like they are God's? Supports a dang joke. You can't get no where
and who the hell is BBB lmao. I mean we're seriously jumping through hoops with them. My tickets been closed 3 times already.

The BBB no authority over any business. Do you know how many complaints Blizzard gets? Just answering the complaint helps no matter the outcome lol. Most never follow through. So going to the BBB will do nothing ever. All SE has to do is ANSWER it..done.

An account hacked is NOT SE fault. For you can not proof you didnt go to some gold site (which most Gold sellers dont do aka hack) or just gave your account info out just to come here and complain or torrents blah blah balh. Yes things people places get hacked all the time but.. who are you? What do you have to offer?...lol your not a target. SE can find out easily if your account had been tried over and over to get access. So two password protection was not good enough for you yet it is for hundreds of thousands of other players.... so you see?

Yes sorry you got hacked...its a game...move on.

Yeah, this is a game we all paid for and then have to sub and I mean the game is brand new and here comes Calvary of hackers.
Game ain't even a month old. I'm pretty sure a lot of people on here, who are older, aren't as silly as those f2p Maple Story crybabies and went to some site and got screwed over. If people used: A different password, the token, never went to any site and all. No one is safe.
AFAIK: Blizzard/WoW ha s a rollback system, and SE/XIV does not.

You fail to protect your login credentials, get hacked, and go to the BBB to complain?
It's not SE's fault you got hacked...

And that thing with chat support is common if you have popup-blocking enabled.

Also, they DO send an email explaining why the account has been suspended...

1. It is SE fault because their security is borked. According to the first person in my quote's you needed the token or else you're getting hacked lol.
2. The live chat support, worst I ever encountered. They leave so f-in fast before you can get a word in edgewise shows horrible horrible supporting skills.
"We don't know, okay bye have a nice day." Instantly kicked off chat without asking for any more assistance.
They are rude and it takes hours or just kicks you off the que.
3. They explain in e-mail why is was suspended but trying to talk to them about it takes weeks.

[Spoolx]

They closed my ticket lol..... no notification either.

[Katixia]

They closed my ticket lol..... no notification either.

You have to call, that's the only way to get through. The number is 310 846 0345. Make sure you are calling right at 9:00 am pst or you won't get through. You'll still have to wait on hold up to an hour. But if you call at 9:02 you'll wait about 2 hours and then your call will get dropped from the line being overcrowded.

[Spoolx]

I just talked to them, they escalated my claim and said it will take about two weeks to get unlocked.. IF my gil or gear was stolen I will have to put in another claim.

[Himea]

I think everyone here is failing to understand how accounts become compromised. 99% of the time your login information is taken from another party. Yahoo mail is a good example. They have had multiple security breaches, and it's easily possible for a search algorithm to run through all of a person's e-mails and look for specific data on account names and passwords. This data is then sold to, in this case, gil selling websites. If you use a common account name, in this example "JohnDoe", and a common/similar password like "password1" or variations like "Psaswrod2" then it is pretty simple to brute-force an account.

Why is your account not immediately locked when it is maliciously accessed? Account thefts are not usually done by a person. They're run by a 'bot'. Often times these bots are powered by compromised or corrupted computers of ignorant people, and these computers could easily be in your own country. IP addresses can also be faked, although some security systems can see through it.

Accounts compromised with a security token? It is possible, but extremely unlikely. One would have to own an ridiculously infected computer to legitimately get hacked through an authenticator. Any sources that tell you otherwise are simply false, or covering an obvious mistake. One time passwords are a very complex and encrypted algorithm that are extremely difficult to bypass. The chances of brute-forcing an authenticated account are lower than winning the lottery, getting struck by lightning, and then being eaten by a shark in the same day.

All of these basically sum up to the fact that the more data a hacker has on your account, the more likely it is to be compromised. Losing an account can easily be a coincidence, maybe you're just unlucky, but it most likely is your fault somewhere down the line for using predictable passwords or account names. I have played mmo's for 10 years, a majority of that time without additional security over passwords, and never been 'hacked'. I have had my e-mail compromised before and quickly changed passwords for every important service I have. Blame SE and say I'm wrong all you want, either way, you're the one waiting for account restoration.

[kaiyouske]

I think most of the people here are simply wondering why it takes more than 3 days to get our accounts back. This security thing is not a really hard concept to grasp and I don't get why EVERYONE thinks we're complaining about that.

Key points of all this:

-Why does it take so long to get our accounts back?

-Why does chat just disconnect you when you get to the head of the line?

-Why isn't there communication from SE as to why these customer support issues are happening?

[KisaiTenshi]

BBB is an effective tool for dealing with the problem...

No it's not. Trust me on this, MMO GM's take one look at "threats" about being reported to a non-governing authority as pointless. Look up "BBB scam" and you'll see why.

A MMO is not a car dealership, you can't go to a competitor that's also running FFXIV. If you don't want to play FFXIV you aren't forced to either. If your account is hacked, that is YOUR fault. Like leaving your keys in the ignition of a car.

[kaiyouske]

If your account is hacked, that is YOUR fault. Like leaving your keys in the ignition of a car.

This is not true. Hacking is illegal therefore the hacker is the one at fault here.

As for your analogy, it would be more like you leaving your password on a post-it note in public. Unauthorized access of anything is considered illegal.

[Kirea]

many -hacked- accounts are from people attempting to buy gil, or buy power levels, many more are people clicking a link that looks official without checking the attached hyper link, then many other times beyond this it's not because they don't use the security token but simply the fact they could have picked something up somewhere that had a keylogger, the keylogger returns information the people who get that information then sell it. i've also seen quite a few people who got legitametly hacked using to easy of a password, it's not always their fault. and se can't always get an account back if it's found in major violation, when they do it takes a lot of work, to return an account to its original owner usually requires proof of ownership, then this has to be passed to others it's a lovely slow chain of bear...yeah i can't spell that lmao.

One of the best suggestions to get a stolen account back is not only call se but see if they will accept your picture i.d and whatnot.

[Spoolx]

I think most of the people here are simply wondering why it takes more than 3 days to get our accounts back. This security thing is not a really hard concept to grasp and I don't get why EVERYONE thinks we're complaining about that.

Key points of all this:

-Why does it take so long to get our accounts back?

-Why does chat just disconnect you when you get to the head of the line?

-Why isn't there communication from SE as to why these customer support issues are happening?

Exactly, I never said I couldnt have protected my account better, I just wish they would handle the suspensions better.