Question Regarding Bans on Compromised Accounts

[Risvertasashi]

Hello,

I am wondering why Square Enix's account recovery process is so abysmal when an account was compromised. My husbands account was compromised last thursday, and they did nothing but spam malicious links in chat for an hour, and then logged off, soon after my husband was able to change his PW and recover his account (without ANY notification to the subscribed email)

After recovering his account he was able to play as normal for two days, and then suddenly a total account ban, probably due to report for the hackers spam.

Now because of that the account is banned, and we are not able to recover any of the subscription time or game payment. How exactly is this legal business practice? They are still charging us...even though the account is suspended, while they "take their time to investigate the issue."

Customer support around these issues are a widely complained about issue (if you can even get a hold of anyone), and I am looking for answers. We have given this company thousands of dollars over several years, and not an OUNCE of professional assistance has been received. This is unacceptable.

What else can we do?

This is precisely why Square bans the accounts, instead of deleting them as is sometimes called for.

The best you can do is contact Square support and begin the unfortunately slow process of recovering from there. Yeah, it sucks, sorry. In the future, I strongly recommending setting up and using the OTP system as it makes a stolen password virtually worthless.

[Gramboozle]

This is precisely why Square bans the accounts, instead of deleting them as is sometimes called for.

The best you can do is contact Square support and begin the unfortunately slow process of recovering from there. Yeah, it sucks, sorry. In the future, I strongly recommending setting up and using the OTP system as it makes a stolen password virtually worthless.

Thank you! That is absolutely the first thing we did, and are in the account recovery limbo stage while they investigate. The wild thing is, we were able to recover the account on our own, and change the password and apply the OTP, and he was able to play for a full day, But the "hacker" had already sent out a bunch of tells with a phishing link by the time we got it back, and the ban happened the next day.