Question Regarding Bans on Compromised Accounts

[Gramboozle]

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.


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.

Semantics aside, He actually reported the account compromised within minutes of it occurring because he was online and was disconnected, went to log back in and his pw wouldnt work, then reset his password, but it didnt work because someone else who logged in from a console in bosnia put their own OTP on it, but didnt change the email linked to the account, we were able to unlink the other OTP with a code that was sent to his email, that then allowed him to reset his pw, and add his own OTP, he then submitted a ticket to customer service notifying of the compromise. was able to change his password back, added an OTP connected to his phone, and was able to log in and play for an entire day. As of today still no response from the ticket opened last thursday. Tried to log in on saturday, account was banned, tried to log in to mogstation to remove the payment information, but that was included in the account ban, so we had no access to make any changes to the account at all and the sub renewed today.