Yup! Their customer care in-game and out- has me contemplating leaving, even though I'm really enjoying the game itself.

Our FC Master was hacked and suspended (2+ weeks later she still hasn't heard anything back on that, either, as an aside!) -- but not before cleaning all the shards/gil out of our FCC! I ticketed this, via the web ticketing thing, selecting "compromised account" from a pulldown menu ... over a week later I got an email response telling me I couldn't use the web ticketing system for compromised account issues and my ticket had been closed. What?!