My account was hacked and how it's been handled so far.

[Ryujin_Ketu]

I'm not one to typically complain about something enough to post a thread about it. But this really can't be ignored and infuriated me. The blame is solely on SE as I have done EVERYTHING I could have done to get help and protect my account.

A day ago I called SE to have them deactivate my current security token so that I could set up the mobile app one immediately because attempting this myself online was only coming back with "Sorry, we are having difficulties, please try again later" ALL night. So when I got through to the rep, they deactivated it and everything was good. WRONG. Come to find out all the rep did was "freeze" it so that the 6 digit code that populates doesn't work anymore BUT the token was still attached and activated on my account. SO I could not change my password OR deactivate the token that the rep failed to do because it required the 6 digit one-time password that apparently was frozen. This is the first reason I was livid.

I woke up this morning to log in to knock out some quests while I wait for the call center to open at 9AM, when I got a 3102 error. Okay, so I retry a few times, close it out, check the Lodestone to see if maintenance started earlier etc...To my surprise it hadn't started earlier, BUT there was another character created named Kerrichxa Corwell on the Lamia server, under my same SE ID. Panic set in.

I had 30 minutes until SE call center opened so I did some digging and found out that whoever hacked me also friended someone named Ernest Vankass on my server of Hyperion. Again, panic set in because I'm assuming they did that so they could mail themselves, or their accomplices, all of my gil/items.

Finally 9:00AM PST rolls around and I call immediately and wait 45 minutes until a representative gets on the phone. This individual was very responsive and awesome. I gave him the situation and character names. He looked up the other character that was created by the hacker and immediately booted him from the game. He appologized about the last rep and that he froze the token instead of removed it. He told me to change my password immediately so the other individual couldn't log back in, so I did. I FINALLY got to activate the mobile token app and everything was good. Again...I was wrong.

On my lunch break from work, I went home to log on to see the damages to my character. Again I got the 3102 error saying I was still logged in. Panic again set it and I noticed the other character the hacker created was still there, so I tried to delete it and when the counter finally ticked down, it gave me the 3102 error for that, too. SO...I start calling SE customer service again.

This time the wait was 2 hours and the rep this time was of ZERO help. I gave him the rundown and told him that the rep this morning checked the names I gave to see if they were logged in and then he booted them, to which he replied, "Sir, we can't do that here. You are going to have to create a brand new character on any word and put a ticket in to talk to a GM." This, for lack of better terms, pissed me off beyond belief. I then asked to speak to a supervisor and he returned a minute later saying none were available and that all he could do was take the character names and submit them to a GM for me. Keep in mind that after he told me this, I repeatedly tried to tell him that no matter how many characters I create under the SAME Square ID, if one is logged in, I can't log in or create another to log on with. He didn't care and said there isn't anything more he could do. This is unacceptable. By far the worst customer service I've had in a long time, especially given my circumstances.

Needless to say, I better get my items back when they figure out this rollback crap from all of the hacking. All of this was zero user error and 100% SE's fault for screwing up my token to begin with. I'd like a rep of the forums or anyone who knows anyone with any power please give me an answer and some help, because this is absolutely ridiculous.

[Guammasa]

hope you get that fixed up man. Truly sorry about your experiences with SE support.

[Harmonium]

How did you get hacked ?

You can't log in because of the token who was frozen, so how the hacker can ?

How the hacker know the password, and id ?

I realy want to know.

[neorei]

I'm wondering how all these people are getting hacked...

[LordMaitreya]

I'm wondering how all these people are getting hacked...

Most of them are gil buyers and are getting key logged on the rmt websites. Just like every other game............................

[Cal]

Most of them are gil buyers and are getting key logged on the rmt websites. Just like every other game............................

In this case some other game was hacked (I heard it was League of Legends)and these people PROBABLY used the same userid and password on both games.