Question Regarding Bans on Compromised Accounts

[Jojoya]

No one here is blaming SE for the compromised account. What I am blaming them for is charging us for playtime while the account is not accessible. That is very different. Also, to make assumptions on how an account was compromised doesnt necessarily help in any way, and its quite rude. We were literally in the middle of a frontline when he was disconnected from the game and then locked out. There was no 'inputting my info into a link" so that is irrelevant. (very victim blamey of you). The condescension is unhelpful and unnecessary, have the day you deserve

It may be an issue of timing.

What date did your husband get the email for the upcoming payment notification? I usually get mine 4-5 business days in advance. Once they send that email, the payment is in the billing queue for processing even though it's not actually submitted until the billing date. They may not able to stop the processing on a specific account.

As for paying for time while the account is suspended, the account is still under investigation. Adjustments (if any) would only be made after the investigation is completed.

Their customer service for Account and Billing Support is one area that they really need to improve. It's a common source of complaints.

Out of curiosity, did your husband report the account compromise to SE immediately, or only after the ban notice was received? Immediately reporting the compromise should have prevented the ban from happening. Failing to report the compromise immediately upon discovery leaves the impression that your husband might have been complicit in the compromise, allowing the account to be used.

Even if a compromise doesn't cause loss to items held on the account, it should always be reported for your protection. A character rollback offer can be refused but at least SE is aware that actions during the compromised time period were not those of the account holder.

Its principle, I wouldn't care if its .01 cent, if you are charging people for services they do not have access to, that is unethical. I don't care if they have the entire company working on the investigation, that is irrelevant. I shall make a stink with or without your approval.

They are not responsible for your account getting compromised, nor are they responsible if your husband failed to report it after recovering the account but before the ban notice was received.

Make a stink all you want but it's not going to change anything. They will conduct their investigation then make their determination.