Customer Support Phone Call

[Sushi_The_Pug]

Here my situation right now as I type:

A. Just called Customer Support.
B. Took about 10min of busy signal until I finally connected
C. Automated list on who I want to contact. I pushed "1"
D. Phone is currently ringing. (3 min later)
.... will update my time frame on how long this will last or what happens when someone picks up.

PS: This is my first time calling today. It is currently 5:40pm central (3:40pm Pacific)

[Hokulol]

Sushi, I called every day for a week. I called over and over again. I waited an accumulated time of at least 12 hours. The posts I found had people who called at 10:00AM waited on hold for 6-8 hours. Due to the time you placed your call, they will be closed before they get to you. Follow my guide in your other thread, that's the only way to get a hold of them.

[Hokulol]

Once the signal reaches "Busy", even you sneak in, it's at 8-10 hour wait, to more clearly answer your question.

[Sushi_The_Pug]

So here is what happened. I just hung up with them because I got a response through the Chat Service. Seems like everything is fixed now. Here is how it went:


Agent Daniel C: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Daniel C: While I look over your ticket information, may I have your first name please?
You:
Agent Daniel C: Hello
Agent Daniel C: You are having an issue with your token is that correct?
You: yes
Agent Daniel C: For security reasons, we are unable to address your account issues without first verifying your identification. Please provide us with as much of the following information that you can:Name
Date of Birth
Email
Address (Including City/State/Zip code)

You:
You:
You:
You:
Agent Daniel C: Thank you, that verifies the account.
Agent Daniel C: Would you like me to completely remove this token for you so you can add a new one?
You: Yes please. I probably wont add a Software Token. I think I will just buy the Security Token
Agent Daniel C: Okay one moment please.
Agent Daniel C: Okay it is done, are there any other issues I can assist you with?
You: Nope that is it. Thank you very much :-)
Agent Daniel C: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Daniel C has disconnected.

[Sushi_The_Pug]

This was waiting for about 2 hours in chat and 30 mins on the phone. Thanks Hokulol. I was about to try your method tomorrow until I got a reply on the live chat. I guess its pretty much if youre lucky or not. But if I can give out any info on why other peoples chat isnt working... All I did was stays on their screen and move my mouse around until my que was "1" to make sure there wasnt any afk thing going on to make them automaticlly close the chat on you.

[Hokulol]

Great to hear they re-opened chat!