Honestly, SE has always been pretty bad with customer service - even back in 2007!

Flash backs to being 16 and having to go to a public notary to have a formal letter proving ownership, filing a complaint form - both notarized and my identity verified and mailed to
prove that I was the owner of my FFXI account - simply because my father's name and information was on the account's registered credit card - just to get my hacked account back.

They continued charging throughout that hacked period (3 weeks) and refused to cancel the subscription over the phone - I came very close to abandoning the company entirely once everything was set straight simply as a matter of principle, but I was a die-hard fanboy at that point.

Square Enix makes lovable and memorable characters - and fun games, but they absolutely do not know how to handle customer service or account management. Will it improve? Probably not - but at least you don't need to deal with PlayOnline services anymore! (Talk about a nightmare)