Suspended for over a year and Investigation team is "working" on it...

[Halvaard_Vidan]

So, this isn't a personal post, I'm putting this here for a friend.
Shortly after the PS3 version came out my friend who had played on and off since beta had his account compromised and subsequently suspended. At first Customer Support would not tell him anything, he eventually pieced together what happened when he later logged in to MogStation and saw characters he didn't make.

He has been contacting Customer Service every few month for the last year and the only reply he gets is that "the investigation team is working on it".
A simple glance at the IP logs would tell anyone who can read that it wasn't him and yet they claim they are working on this issue...

They refuse to let him talk to anyone in another department, the Online Chat rep basically ignored his questions and requests after a certain point and closed the chat.

Can anyone tell me who I need to get a hold of to get this escalated to a point where it will actually get fixed?

[WinterSolstice]

I know of a couple people in-game that got their accounts back, but this was after a couple month, not a year.

I also know somebody whose account is being eternally investigated. Been going on for...I think 8 months or so? One rep told her it might be better to "consider buying the game and making a new account", which obviously pissed her off.

Still though...over a year. I'm not sure what would be a better way of getting it resolved, but I certainly wish them luck.

[AckersFury]

I'd cut your losses and just make a new account

[Alukah]

I'd cut your losses and just play a different game

Fixed, if I was being treated this bad by a company I'd just take my money somewhere else.

[dragorian]

Create an new account with a fake name or an real one if he/she has fam that arnt interested in the game but make sure to have thier permission and first of all did buy any services from rmt to get jaked and se is useing his account to try to find the ppl that keep useing his account it sucks they don't give a penut about the drones they want the one running the show so they will keep an eye on things for now like I said make a new account and buy a new game and PS3 make sure to make a new psn account or just go to pc

[Halvaard_Vidan]

Fixed, if I was being treated this bad by a company I'd just take my money somewhere else.

Oh he essentially has taken his money elsewhere, it's just every now and then I peak his interest in to 14 again and he tries to get his account back.
At this point I'm not playing 14 either but if he were able to come back I might too. *shrug*

[HulveinBlitz]

Create an new account with a fake name or an real one if he/she has fam that arnt interested in the game but make sure to have thier permission and first of all did buy any services from rmt to get jaked and se is useing his account to try to find the ppl that keep useing his account it sucks they don't give a penut about the drones they want the one running the show so they will keep an eye on things for now like I said make a new account and buy a new game and PS3 make sure to make a new psn account or just go to pc

oi, u wot m8?

[Krr]

If it's been over a year, your friend isn't getting their account back. I can tell you from experience that S-E will refuse to take responsibility for their negligence in handling the account. Your friend should chargeback / file a dispute on the charges for both the game copy and the subscription fees for fraud and either get a new account or take the money to a company with more responsible customer service.

S-E's recourse if your friend does this is to permanently ban the account in question, something that they have essentially already done.

[Riepah]

I have received a warning and ban from the forum once for something I didn't even write. The reason for the ban that they specified in the e-mail I received was text somebody else had written. I contacted support about it, a total of 3 times - every single time I received the same copy&paste response, telling me I can find the reason for my ban in the e-mail - even though I told them, repeatedly, that somebody else wrote what they specified as the reason for my ban.

It's sad and infuriating, but I think you should give up hope in this matter, just as I have about that ban.