1 1/2 hours on the phone to get disconnected by support

[Allfy]

Well I'm aware of the ways people hack accounts and i assure you my password is nowhere near easy to get even through brute force. In addition i have set up the one-time password service using my android phone. Through this they should not by any means be able to get through. I have scanned my computer and gone through all necessary cleanup to make sure nothing was keylogging me.

The issue now lies with the fact that the hacker was never removed from my account. They stayed logged in through my call with support and after therefore while i changed my password and all login information they were still on my account, it does not kick anyone current logged on when you: change passwords, setup one-time password, deactivate your game account alltogether, try logging in yourself. None of it will kick someone from your account, and on top of all that, Square Enix Customer Support will not either, even if they claim they have/will.

I appreciate your feedback and trying to help but I have done all in my knowledge that is possible to resolve this and nothing has helped.

[Scrooge]

This is incredible. I honestly feel sorry for you, SE-Support has to be the worst support I have ever encountered. I find the game unplayable due to lag since yesterday's emergency maintenance but so far I haven't reached anybody. This is so absurd, it's almost as if there wasn't any kind of support to begin with.

[kaiyouske]

Your problem will be when SE bans your account for spamming other people with RMT messages in-game. I'm at this point. Good luck with your issue I hope it gets resolved as soon as possible.

[Allfy]

Finally resolved. I got through on the phone again and said it bluntly to them "I want you to go into my account, kick the player off their name is " " and delete that character from my account. Simple as that." They told me I had to contact a GM to have that done, so i responded by telling them I have no way of contacting a GM nor is there any information on how to have such a thing done. Thus, as a paying customer i wanted them to resolve it. After a brief hold they informed me they contacted a GM had them kick the character, they could not delete it but the player was removed from my account at which point i could log in and delete it myself.

I am back in ownership of my account, my security is now ridiculous on it and hopefully i dont get banned in the waves of bans.