A friend's account was hacked and he has yet to hear from SE's costumer service

[Arthemisa]

I'm posting here because i couldn't find any forum for costumer service issues. My friend's account was banned because somebody hacked it and used it to spam a gil selling website soon after the launch and it happened before he could get a token in his new smartphone. It got banned and my friend has been trying for almost a month to get somebody from costumer service to help him. He can't access live chat because he can't access his account, and he keeps getting generic autoreplies.

I'm posting this on hiss behalf because it's ridiculous that it takes a month to figure out whether an account was logged from a different IP. how had can it be to just check that and see that the account was log from a completely different place, and that despite the information my friend has provided to verify his identity as the owner of the account, he keeps being ignored? I understand the launch of FF14 was chaotic because of the huge unexpected amount of players who bought it, but honestly Blizzard has a much more efficient costumer service, and they deal with a player base much bigger than this one. It's been more than a month since the launch, and apparently nobody has bothered to increase the people working in costumer service.

This has led to many people I know in different online forums to stop playing the game after having issues with the service because this lack of service means people are paying a monthly fee just to wait for weeks and see whether anybody will ever address their problems. This is an awesome game, but seriously don't ignore those who have problems with their accounts and are trying to fix them. They want to play your game SE, give you money to lay this game, and you are pushing them away.

[imerikka34]

Welcome to the club. Your friend will have to call and escalate his claim to a special investigation team. I was told it varies from person to person but generally it takes 2-3 weeks to resolve. I'm about 10 days in and still haven't heard back.

[Underdog2204]

I contacted SE support about a different issue but it took over a week for a response.

By which time I didn't need the support anymore...

[Obysuca]

So, mine was hacked a few days ago, no new characters made or anything, just all my stuff but what I was wearing gone. I went to the SE site, only found email support, then I read people went through the XI live chat to do this for XIV so I thought I'd give it a try.

After about 3 1/2 hours waiting in a queue of 6, yes, 6. I finally got to talk to someone. I asked them the basic stuff about the 1 time roll back thats mentioned for XIV and I get told.

"There is no system implemented at this time for a rollback.

"There are no plans for money / time lost at this time" (Thought I'd ask that since it happened only 3 days after I had just paid and we all know, losing all your stuff makes it hard to play, so just thought it wouldn't hurt to ask to see if they were refunding players who got hacked / suspended and already paid for the month.)

Then here's the cruel SE joke >.> "You can continue to play the game and lose progress when we roll back. We hope to see you online!"

Because I totally want to play with 0 gil and 0 items (not counting what I was wearing). Yeah I can make it back, but what's the point if they do finally add the rollback, I'd just end up losing it and all the myth or other things I'd be doing each week, also the amount of lower lvl dungeons I'd have to re-farm to get my dungeon gear back for those jobs. Not to mention that by the time they do add it, considering we're getting the cactuar / bomb earrings in a few days, I'd just end up losing that, if they even have character save data before they add the system.

Biggest question is, why was this not added upon release?

[squidbunny]

No kidding.

[Himari]

My Guildleader was hacked too, about more then a week ago. He called the SE phone support - help? nope. Then he wrote a ticket and is still waiting to get his account back. It's **cking stupid and I'm very mad about their utterly disappointing support. It doesn't affect only himself but the entire guild and raid too.

[Boretalith]

We appreciate you taking the time to report this issue to us. I'm terribly sorry for the inconvenience you are experiencing with our service and do hope we can help you as quickly as possible with this issue. Please report all of these issues to the Support Center located at http://support.na.square-enix.com/ma...uanpvm7ktscgj5
Thank You