Success getting Gil restored that was removed by a compromised account?

[Berkilak]

Has anyone found any?

Our FC has been saving up for (hopefully) a large plot with some extra for furnishings come Endwalker.1. We had precisely 70,000,000 Gil saved up in the bank, ready and waiting for that first content patch to release the Firmament to us.

Enter the compromised account.

FC member falls for a phishing scam. He notices and immediately requests a character rollback. A few days later, I notice that the chest had been emptied. We both put in tickets - he is told to wait until his restoration is resolved, I am told that I can't put in a ticket on his "behalf."

Weeks later, the restoration is completed. But the Gil? Nowhere to be seen (and to get ahead of it, this guy is an IRL friend - he didn't swipe it and keep it). At this point, I take a look to see what other steps he can take. Going over the fine print of the restoration form, I note the following: "Therefore, please note that any items or gil which you acquired after the account was compromised will be permanently lost."

Obviously, the "hacker" would have withdrawn the Gil after obtaining access to the account, and the restoration process would restore the account to the point at which it was compromised (right before the withdrawal was made). As such... did we lose all that Gil permanently?

Has anyone with a similar situation had any success in actually recovering the Gil or items? I can't say my previous experiences with FFXIV support has me confident...

[Risvertasashi]

I can't say my previous experiences with FFXIV support has me confident...

Yeah, there's not much hope here, I'm sorry to say.

You can keep nagging support/GMs, or perhaps see if you can get a reddit thread to get enough traction to be noticed... but it most likely won't be resolved. Sorry to hear about your situation.

[Berkilak]

Yeah, there's not much hope here, I'm sorry to say.

You can keep nagging support/GMs, or perhaps see if you can get a reddit thread to get enough traction to be noticed... but it most likely won't be resolved. Sorry to hear about your situation.

Their support is so strange... you get 99% copy/paste responses, but once in a blue moon, you get someone that absolutely combs through the logs to help you out. I suppose it comes down to keeping a line cast hoping for that rare bite.

[Valkyrie_Lenneth]

Unfortunately unless the gil was on his character, you won't get it back.

If he (the phisher) invited someone to the fc who took it, you are sol.

[Risvertasashi]

Their support is so strange... you get 99% copy/paste responses, but once in a blue moon, you get someone that absolutely combs through the logs to help you out. I suppose it comes down to keeping a line cast hoping for that rare bite.

That's a good way to put it. Not just combing through the logs, though - SE is a very much a "letter of the law > spirit of the law" kind of company so it's also about their internal policies, and can the person you're talking to find a way to do it within policy or get an exception made. If it's not something cut and dry they have a specific form for, 99% of the time, you're out of luck.

But occasionally reddit or similar can pressure them into exceptions.

[MicahZerrshia]

Pro tip: Do not give anyone, not even your spouse, access to the guild bank. Or stuff like this can happen.

SE will not restore stolen gil from an fc bank, just like they will not restore a house that was dismantled. From the replies other ppl have gotten about the same issue, SE leaves that up to the fc to safeguard and if you give access to your gil to multiple ppl, you are forfeiting it if its stolen.

[Berkilak]

Unfortunately unless the gil was on his character, you won't get it back.

If he (the phisher) invited someone to the fc who took it, you are sol.

The gil was removed by the compromised character and not a proxy, "thankfully." It seems pretty cut and dry to any onlooker. The time the account was compromised was identified by FFXIV support. The withdrawal was made thereafter. But since he instantly went to the "restore character" route (understandably), we're seemingly screwed.

It's so obvious to anyone with the slightest capacity for thought what happened. It is beyond frustrating that they'd refuse to restore the gil because of a technicality. No wonder I'm seeing more gold selling spam recently when they're implicitly enabling the practice...

[Berkilak]

Pro tip: Do not give anyone, not even your spouse, access to the guild bank. Or stuff like this can happen.

SE will not restore stolen gil from an fc bank, just like they will not restore a house that was dismantled. From the replies other ppl have gotten about the same issue, SE leaves that up to the fc to safeguard and if you give access to your gil to multiple ppl, you are forfeiting it if its stolen.

I've long since given up on this route, because of the reasons you stated.

We'd be perfectly content with the gil being restored to the character it was ultimately stolen from, instead of him being reverted to the wallet amount he had before the compromise.

[Risvertasashi]

Pro tip: Do not give anyone, not even your spouse, access to the guild bank. Or stuff like this can happen.

SE will not restore stolen gil from an fc bank, just like they will not restore a house that was dismantled. From the replies other ppl have gotten about the same issue, SE leaves that up to the fc to safeguard and if you give access to your gil to multiple ppl, you are forfeiting it if its stolen.

There's a difference between "Someone with proper authorization withdrew the money and I want to retroactively cancel it" (Your examples) and "Someone literally hacked an account to get access."

Not that it'll make a difference to SE. But the two situations aren't the same.

[Berkilak]

There's a difference between "Someone with proper authorization withdrew the money and I want to retroactively cancel it" (Your examples) and "Someone literally hacked an account to get access."

Not that it'll make a difference to SE. But the two situations aren't the same.

And again, we'd be fine with the gil being restored to the character that withdrew it. It doesn't have to be added back directly to the FC chest. I've already been rebuffed on that front...