Account suspended, help?

[Suniva]

Good Luck with their support team. When my account got "hacked" into, it took them about a month and a half of "investigating" before I regained access to my account. Have a friend too, that was also "hacked" into, and after their "investigation" told him they had an issue with his CC. Been two months, and he still has not been able to return to the game. SE customer support is absolutely atrocious, never have I encountered a "support" system as ridiculous as this. They clearly do not have any appreciation for their honest paying customers. I really hope you gain access to you account once more, I really do.

[Mogi]

All this shows is that SE is lazy when i got a ban i ended up doing a live chat and lol that was hell on earth and after that i told my self if i ever get a other ban i'm walking :P i do hope things work out for you as this all sounds so un fair best of luck

[KoujiMoreno]

Mods, I know you're there. Any suggestions?

[Tooka]

I just found the email for complaints/concerns on their security policies and sent an email out. I'm trying to keep level headed before I call them to say Chase has no record of any other account under my social. They are just going to laugh and curse me in the call room I am sure. At this point forget the character I just want to know how is using my name and somehow getting access to my accounts. SE account might be trivial but other accounts might follow. I already changed all my other passwords. So frustrated!!

[Tooka]

Ok, I think after this I am done calling support I might try other avenues if I find them. This is their latest statement.

They say that the cc used is mine, they claim that it might have been that I entered a wrong last 4 digits and this cause a problem with the system. My question is, Chase would NEVER issue them payment with a wrong cc number, most companies verify the number because we all make mistakes doing data entry but even if they didn't Chase wouldn't issue them payment so it is still impossible to issue a charge back under those circumstances. They can only help me if Chase says it was seen on their end but such transaction never got to them so it is impossible for a chargeback to have been recorded. Basically they says, their system sucks, somehow accepted a typo on a CC number, accepted pay, when pay never came it was treated as a chargeback *2* months late and I was banned with no recourse to recovering my character.

I'll proceed to contact anyone else I can that is not support to try and resolve this issue since they claim their hands are tied 100%. Does Yoshi read the Japanese forums can someone translate my saga for him XD. Grasping at straws here lol. This is really incredible that all fault and responsibility is thrown like this at a customer with a previously perfect record .

[Orophin]

I won't claim to know the inner workings of SE's NA division, but I think their customer support is very limited in what they can do, especially when it comes to financial information. They can't ever seem to give you a straight answer on what exactly the problem is and any kind of possible solution; it just gets simply dismissed as "it's your fault and there's nothing we can do", even when you're clearly trying to resolve the problem and it wasn't a deliberate "chargeback".

Honestly, I think the only way you'd be able to get this resolved is to somehow get this communicated via the Japanese support staff, but I don't know how you would go about doing that. That whole "fax us a letter" thing seems like they need something in writing they can ship off to Japan so the people there can investigate.

[Skivvy]

How horrible I'm so sorry that you've having to deal with this. I can't believe that you've been banned over their crappy system. Can you send them billing statements showing that you've paid for your account every month? How can they argue that? Absolutely ridiculous

[Tooka]

They won't accept any letter from Chase (Chase offered) or talk to Chase (Chase offered too). It is absolutely ridiculous that it is their fault and I have to pay for it. I am certainly not buying a new game. My time is limited as it is and it would be impossible to play catch up to my friends now, don't think I have the heart for it .

If I mail them a letter I still need to show that Chase had issued a charge back on my behalf which they never did. And even if I mail the letter that doenn't guarantee I will get my account back. No idea how to be more diligent or look for more info. I appreciate that they are shorthanded we've all been there. I've worked some times until 3am when 8 months pregnant because we were shipping a chip soon. I know shorthanded but this is something else .

[Suniva]

This is just very very poor service, and no one should have to go through it JUST to clear up a simple error. Their customer service seems half assed, and they have no way, no system in place to properly handle complicated matters that may arise. Instead they just hand you out the harshest punishment possible, and say more or less, thank you for your money all this time, but because of an error on you account, that we do not have the tools available to completely understand, we are therefore not fully capable of resolving your issue, despite your attempts to resolve it. We are sorry about your ban, please buy FFXV and support the company. Have a nice day.
You, we, all deserve better than this.

[F3rd1nand]

That's a horrible experience. x_x I do hope everything get solved on your end, Tooka (been following this Thread since the beggining).

I only use Steam Wallet for my payments since I acquired the game this way and hopefully will never have such kind of issue (since I don't live in USA, all the phone calls would be QUITE expensive).