Oh, you had a run in with Melinda too? Was literally some of the worst customer service I've ever had, ever. I work in customer service, I do chats, tickets, phones, etc, and deal with customers on a daily basis on complex solutions and troubleshooting procedures.

Unfortunately, Agent Melinda didn't seem to acknowledge the issue at all, was completely out of sync with the status of issues that SquareEnix has publicly announced on Lodestone, and provided no actual assistance aside from off the mark responses and a haste to get me out of chat (after I waited for an hour and a half).

When giving the generic "Are there any different issues I can assist with right now?" I explained that she hadn't even acknowledged the original issue, gave me a generic "Unfortunately..(message)..we apologize for the inconvenience." and immediately disconnected from the chat support.

However, I will say that I called the next day, and after waiting on hold for an hour, the support agent I got was extremely attentive. And while he wasn't able to assist with my issue, he was very kind and communicated in conversation enough to display that he understood what my issue was.

Guess it just depends on the Agent you get, and Melinda is one you want to avoid.