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?