Yea that is good old customer service from SE.

Account was hacked in XI as well.

Took me over 4 calls before someone would finally reset my account password... I had all the info from the original game btw. Kept getting the responce "there is nothing we can do". This took me around 8-9 hrs on the phone total with this mess.

Turns out my character was moved to Ifrit server and my credit card was charged for the transfer.

I called them again about that and got this response. " Yes we see your account was compromised, but unfortunately the server transfer was a legitimate transaction and there is nothing I can do" now note this happened in the middle of the time I was hacked. This is a $25 charge for the transfer to the server... a now 2 1/2 month lock in that server away from my linkshell, and another charge to get back to Garuda. I lost around $50.....

I told them it was an unauthorized transactions and I was told the account would be suspended if I was to cancel the charge based on the ToS agreement.

That there is SE's customer service at its finest... and a prime example of why a $10 token is more then worth it... I just wish they where out when this mess happened to me.

SE has the worst customer service out of any company I have ever seen.