Character rolled back - 3 months worth of inventory lost

[Avidria]

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

[Ibkee]

Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

[rotf]

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

yes, but what is being discussed here is precisely the process they have in place to handle that, and how at present moment it is not acceptable.
How the account was compromised and how it could've been avoided in the first place is a different discussion and not my goal with this thread as I already have all the information I need on that topic.

[Avidria]

OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.

Dude, I seriously don't care what was or wasn't OP's fault. I care that the character restoration system is apparently awful enough that it's (apparently) a roll of the dice on when that restore will actually happen. Saw one of those reddit posts someone mentioned earlier saying they've been waiting six weeks. Another, three weeks. That's insane. If I was expected to wait that long without playing just to have my account restored, you can bet I would not be paying for that game time anymore. I pay to play the game, not to sit and wait a month+ to get back something I've lost.

That this has happened more than once is worrying, to say the least.