This is how the support costumer treat a client!

[Axidrain]

so um... pure logic here.

i get hacked on a certain date.
customer service offers me a rollback.
i say yes, knowing a rollback will roll back the character data to the last saved point before the hack.

then i keep playing for three weeks and then wonder that i've been rolled back three weeks?
there is no partial rollback.
"yea please roll back my character but not my progression" lolwut?
....

3 weeks is way too long to get a response. Should've just reimbursed the Gil instead of rolling back 3 weeks worth of playtime. Shows how much "research" they put into their investigation in those 3 weeks. Again, it's just plain incompetence from SE.

[Phe]

3 weeks is way too long to get a response. Should've just reimbursed the Gil instead of rolling back 3 weeks worth of playtime. Shows how much "research" they put into their investigation in those 3 weeks. Again, it's just plain incompetence from SE.

i agree that 3 weeks is a long time.
but we don't know about the workload of the responsible employees.

but they have specified procedures when it comes to hacked accounts and that means roll-back.
just reimbursing the gil is obviously not an option for SE regarding this procedure.
and even if they did - 20 people would complain and say "hey! why did you roll me back by 2 weeks and this guy just gets his gil back!"

I still think tho that the OP actually should consider unsubscribing.
Because it is the most effective way to show discontent as a customer.