Agreeing with Xocnai, here. I understand that there are more pressing issues for players in-game that need to be fixed - but a message of confirmation or acknowledgement, at the very least, is needed here. This problems stops people from playing the game, and without playing - how are they expected to continue their subscription? Where is the incentive to want to play - when all we get is silence?

If there is something we can do to fix the error - tell us.
If this is a problem on Square-Enix's end, and we'll have to wait for a solution - tell us.

Players understand that problems come with running and internet based game - just tell us and we'll be patient. Keep us in the dark and there aren't going to be any players to help.