Sad fact is nowadays it doesn't matter what company you are dealing with- SE, your bank, whatever- customer service levels can be poor and frustrating to deal with; all depends on the person picking up the phone and whether they are prepared to deviate from the sometimes standard responses that they have to queries. I feel your pain, but no offense- I wonder at the point of this thread? Glad your friend got his account back, I have several friends that were hacked in FFXI that had a nightmare experience getting their characters restored and others that had hardly any problem at all.

I can sort of see their point of view that they did not necessarily want to disclose that the wrong ID was being used on the ticket- ok only a capital letter- but if it had been someone else with access to the account information and who did not own it and giving them this clue as to what was wrong, then I'm sure the complaint in this thread would have taken a worse turn.