Have a hacked account? There is something you can do about it.

[veveaucent]

Right now the only concrete step you can take towards getting your account back is by filing a formal complaint with the BBB (takes less than 10 mins). The BBB or Better Business Bureau is a third party organization that reviews the business practices of participating businesses, SE pays money to be a member of this organization. When you file a complaint with the BBB that complaint is sent to SE upper management and they are given 14 days to resolve the conflict. As long as the conflict is resolved in an amiable manner this process does not negatively affect the business in any way however if they fail to attempt to amend the problem their rating will drop. The issue of having an account suspended falls under the customer support category so even if they do get a negative rating it says very clearly on their page that it's a reflection of their customer support and not their actual product. It is justifiable to fill in a complaint for this specific issue because of the following reasons:
Tickets are thrown out after 48 hours even if they were not even looked at.
Chat support times out when you get to the top of the ques due to the no agent available error.
Telephone support takes 2.5+ hours to talk to a representative.
According to their news thread the procedure for dealing with compromised accounts is to lock the account until their is a password change, they however simply suspend the accounts indefinitely and give no explanation to the customer as to why their accounts have been suspended.

BBB is an effective tool for dealing with the problem because filling out a 10 min complaint form is a much quicker procedure than anything related to SE customer support. Also if the hundreds of hacked players start filling complaints it will garner much attention to the issue with high level representatives of the company. Even if they are resolved amiably no company wants to see a surge of filed complaints against their company on BBB.

www.bbb.org

[Kraggy]

BBB is irrelevant, has no power outside the US and even in the US is largely ignored. Years ago SE had an F rating with them, and noticed no effect at all.

[kaiyouske]

BBB is irrelevant, has no power outside the US and even in the US is largely ignored. Years ago SE had an F rating with them, and noticed no effect at all.

Your comment is irrelevant as I've already filed a formal complaint with the BBB regarding SE's piss poor customer service. I want people to know how bad SE's customer service is, ESPECIALLY the upper management in Japan. I'm hoping if enough people file complaints they will at least be able to see the complaints that people are reporting. That's definitely better than doing NOTHING.

[Zeblade]

Your comment is irrelevant as I've already filed a formal complaint with the BBB regarding SE's piss poor customer service. I want people to know how bad SE's customer service is, ESPECIALLY the upper management in Japan. I'm hoping if enough people file complaints they will at least be able to see the complaints that people are reporting. That's definitely than doing NOTHING.

The BBB no authority over any business. Do you know how many complaints Blizzard gets? Just answering the complaint helps no matter the outcome lol. Most never follow through. So going to the BBB will do nothing ever. All SE has to do is ANSWER it..done.

An account hacked is NOT SE fault. For you can not proof you didnt go to some gold site (which most Gold sellers dont do aka hack) or just gave your account info out just to come here and complain or torrents blah blah balh. Yes things people places get hacked all the time but.. who are you? What do you have to offer?...lol your not a target. SE can find out easily if your account had been tried over and over to get access. So two password protection was not good enough for you yet it is for hundreds of thousands of other players.... so you see?

Yes sorry you got hacked...its a game...move on.

[kaiyouske]

The BBB no authority over any business. Do you know how many complaints Blizzard gets? Just answering the complaint helps no matter the outcome lol. Most never follow through. So going to the BBB will do nothing ever. All SE has to do is ANSWER it..done.

An account hacked is NOT SE fault. For you can not proof you didnt go to some gold site (which most Gold sellers dont do aka hack) or just gave your account info out just to come here and complain or torrents blah blah balh. Yes things people places get hacked all the time but.. who are you? What do you have to offer?...lol your not a target. SE can find out easily if your account had been tried over and over to get access. So two password protection was not good enough for you yet it is for hundreds of thousands of other players.... so you see?

Yes sorry you got hacked...its a game...move on.

Do you know how to read? Because I never said anything about BBB having authority. I simply want people to go to BBB and see that Square Enix has a BAD RATING with BBB. I know for a FACT that that is possible with the BBB.

Blizzard may get many complaints, but they will not be getting one from me because their customer support was able to help me recover my account in 2 hours, same day. Sadly I cannot say the same for SE's CS.

Again, I did not say it was SE's fault. I merely stated that the act of hacking is illegal which means the person/group that hacks is actually the responsible party.

Lastly, I can actually prove that I didn't go to ANY site because I don't surf the web at all on my gaming PC. I have my laptop for that. And only I myself have access to the gaming PC.

Who am I and what do I have to offer? What? I'm kaiyouske and I was a SE customer. Note the WAS.

And no, it's not a game, it's actually a service as stated in the EULA. Man you really don't like to read do you?

[C-croft]

I'm kaiyouske and I was a SE customer. Note the WAS.

You quit playing and are no longer/not going to pay?

[Yoseph]

True, but the Japanese hold their honor as a badge, and the BBB is an effective means of appealing to their honor.

[C-croft]

True, but the Japanese hold their honor as a badge, and the BBB is an effective means of appealing to their honor.

..............................

[Nekodar]

You fail to protect your login credentials, get hacked, and go to the BBB to complain?
It's not SE's fault you got hacked...

And that thing with chat support is common if you have popup-blocking enabled.

Also, they DO send an email explaining why the account has been suspended...

[herothing11]

You fail to protect your login credentials, get hacked, and go to the BBB to complain?
It's not SE's fault you got hacked...

And that thing with chat support is common if you have popup-blocking enabled.

Also, they DO send an email explaining why the account has been suspended...

You couldn't be more wrong.