Back in june I opened an "account compromised" ticket in the support website.
The terms and conditions in the url (https://support.na.square-enix.com/c...82&la=1&daxx=4) state that after analysis the char could be rolled back and that it could take from 7 to 10 days for the ticket to be worked on, and that in the meantime the char should not be used as any items obtained would be lost after the rollback.
Well, I did that, but I never heard back, so after 10 days I continued playing the game and getting ready for the expansion.
To my surprise, yesterday I logged in to find my character rolled back to the state it was when I opened the ticket... yes, some 3 months ago.
All that I got in that meantime, including items from the expansion was gone, including Eden Savage drops, dozens of ex trial totems, countless materias and gear....

Tried to reach out to support through multiple channels, only to get the same answer over and over "the rollback can not be reversed", no matter how I tried to reason with them.

So, the terms and conditions state that it could take 7 to 10 days for the ticket to be worked. That is acceptable, but 3 months? who in their right mind would agree to that on a main char. That is certainly not what I agreed to.
Are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? How is that acceptable?
I didn't even have any indication that someone was even looking into my case or that it would take longer than expected.
What are their analysts thinking when they get a case from months ago and simply go ahead and blindly delete everything like that without even asking for confirmation first given the absurd amount of time that has passed?

This is so frustrating... not to mention that I'm also impacting another 7 people from my savage group as I won't be able to raid anymore.

Has anyone else face a situation like this?