Hacked / Account Suspended / No ETA

[Cirsce]

After playing all Saturday night with my husband, I woke up on Sunday morning to his account being suspended.

Looking at his account online, there was a gibberish name ( gold spamming type ) created on another server at some point in the 10 hour window that we were offline.

After sending out an email on Sunday. Then waiting 1-2 hours for live chat support this afternoon, this is what we've found out so far.

He never received anything about a log in restriction, he just got suspended.
His account is currently locked while under investigation with no ETA available.
His account should have not gotten hacked because they have an IP checker in place that flags when someone is logging in from an unusual location.
His subscription will keep being used even though he cannot play.

And here I thought being stripped naked and gil-less was the worst that could happen.

There apparently is no quick fix to getting your account back and I'm assuming let alone your items and money restored. Even though he has had his account for over 1 year and just now he decides to start violating their terms by "spamming for gold". This should throw up some logic errors with whoever handles these things.

I've always laughed at people on the forums saying how the server issues were so bad it made them leave. The game is gorgeous, but they need to ramp up their security before it effects their player base.

If they cannot fix the gold spammer / security problem and stop the suspension on someone's account that obviously got hacked, give them an eta on when it'll be back, stop using their subscription fee, and make assurances that it won't keep happening then I can't see how they're going to keep people around.

Scanning the forum this problem is rampant, but the solution to the problem is not keeping customers accounts locked down with no eta. Those accounts should just be given a log in restriction and made to redo their password and get a token if they don't have it.

http://support.na.square-enix.com/fa...aqtop&c=2&sc=0

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TLDR: SE needs to ramp up their security and stop penalizing people who've gotten hacked by gold spammers by locking down their account with no eta. They're causing more harm then good with this solution style. Try using your log in restriction SE, I'm sure that's why it was created.