I Got Hacked Support List - Sign Here

[Cirsce]

Hoping to compile a list of who's gotten hacked, when, what they did to try and resolve it, and if it worked. Feel free to update or re-post, especially when a final resolution to your account being hacked has been given.

Sign and say:

Hacked: When/Date?
Status: What's your current status? (Suspended, banned, waiting for rollback, etc)
Attempted to Resolve By: List how you attempted to resolve the problem.
Did it Work: Yes, No, Maybe, Hopeful, Bashing head against keyboard.

Tried Phone Support: Have you tried calling them?
Number Used: What number did you use?
Did it Work: Yes, No, Maybe, Hopeful, Crying into keyboard.

Final Resolution: What was the final outcome / result from SE? (Permanently banned, suspension lifted, account items recovered, account items not recovered, etc.)

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Hacked: 9/15/13
Status: Husband suspended with No ETA. Waiting on investigation.
Attempted to Resolve By: Two emails. Four hours waiting on live chat for them to "escalate" my husbands "escalation"....and say there was No ETA.
Did it Work: No, still suspended.

Tried Phone Support: Yes. Heads up, wait time is around 1.5 - 2+ hours.
Number Used: 310 846-0345
Was it Helpful: No, spent about 3 minutes on the phone to be told they knew we were waiting and there was nothing customer support could do.

Final Resolution: My husbands account was finally unlocked an hour ago, making it the 11th day after he got suspended.

To everyone waiting, the only thing I can think he did was to be very specific on live chat telling them exactly when he logged off the night he got hacked, the RMT character that was created, and when he found his account suspended in the morning. All together it was a 9 hour window for them to investigate it being compromised.

I had read another person's update that their account was unlocked after 10-11 days, so unless you've reached that time frame I'd say there is still hope.

Good luck to everyone waiting, I hope you get yours resolved too.

[Cirsce]

Bump. I want to see if anyone's account has been recovered and if there's something specific you did to speed up the process.

[atopax]

Hacked: 9/13/13
Status: Account suspended after being logged into by a gil spammer. Submitted ticket that night to get him kicked off, but all I got were auto-generated email responses.
Attempted to Resolve By: Two emails. 2 hours on the phone only to be told it could be up to 2 weeks. Said my ticket would be escalated, found ticket closed out. Went to chat. After 3 unsuccessful attempts to get through the queue finally spoke to a rep. Total wait time in queues, about 6 hours. Was told essentially the same as on the phone, but when I inquired about any compensation for my trial time, I was told by the rep that he did not know and to submit a ticket when my account has been cleared.

Did it Work: No, still suspended.

Tried Phone Support: Yes, ultimately futile.
Number Used: Toll based support number.
Was it Helpful: The rep was professional, but useless in terms of getting the issue resolved.

Final Resolution: No final resolution as of yet.

[Leopardfist]

I got hacked a week or so ago.

Added one time password, changed email on account and password, then TURNED THE ACCOUNT OFF AND BACK ON to actually get them off the game. Since then no issues.

I did also at the time do a support ticket, which I canceled when I got my account back, and saw they didnt steal my Gil, just used it to spam their advertisements.

[Abraxis]

Hacked: When/Date? - September 11th 2013
Status: What's your current status? (Suspended, banned, waiting for rollback, etc) - Active
Attempted to Resolve By: 4 tickets submitted. 2 email, 1 Live Chat and 1 Phone chat.
Did it Work: Yes.

Tried Phone Support: Have you tried calling them? - Yes
Number Used: What number did you use? - 858-790-7529
Did it Work: Yes

Final Resolution: What was the final outcome / result from SE? - After 9 days from submitting the first ticket my account was FINALLY FIXED!

You know that moment you read something and for a split second you're like "meh"? Then you realize what you just saw and you have you keep yourself from squealing like a school girl? Yeah.

At first I didn't think it was legit, but I logged into both my SE Account Management and my Mogstation and yep, sure enough! All is right with the world!!

Don't lose hope everyone, someone IS working on it! Albeit slower than frozen shit sliding down a hill in the north pole, but they're doing it!

[AvatarofLoki]

Hacked: 9/10/13
Status: Account reactivated
Attempted to Resolve By: One email, one phone call.
Did it Work: Kind of.

Tried Phone Support: Yes, answered questions during call.
Number Used: --
Was it Helpful: Not really.

Final Resolution: This is where it gets a little sticky. After 10 days of awaiting resolution, my account has be reactivated. Unfortunately, that is ALL that has been done.

1.) No time restored to account for the absurdly long time it took to uncheck the 'lock' status from my account. So ~10 days of account time up in smoke.

2.) No items/character restores done during this process. Character is still in shambles gil/items-wise. Informed I would need to put in a *separate* ticket from the original ticket that specifically informed them of the compromise and requested a restore. Also informed that this could take an unknown amount of time for the character to be restored. Considering it took 10 days to uncheck a box, I do not want to think what a DB restore would take.

3.) Ticket closed without option to reopen/comment on service. Any future items (even if they are specifically related to the requests made in the original) must be done on a new ticket. My early days in support would have been much easier if I could fudge numbers as well.

Overall, extremely subpar service that has been handled so atrociously that my group and I cannot justify giving them any more of our money. Well designed game, but crushed by completely mishandled support.

Best of luck all.

[Cirsce]

Hacked: When/Date? - September 11th 2013
Status: What's your current status? (Suspended, banned, waiting for rollback, etc) - Active
Attempted to Resolve By: 4 tickets submitted. 2 email, 1 Live Chat and 1 Phone chat.
Did it Work: Yes.

Tried Phone Support: Have you tried calling them? - Yes
Number Used: What number did you use? - 858-790-7529
Did it Work: Yes

Final Resolution: What was the final outcome / result from SE? - After 9 days from submitting the first ticket my account was FINALLY FIXED!

You know that moment you read something and for a split second you're like "meh"? Then you realize what you just saw and you have you keep yourself from squealing like a school girl? Yeah.

At first I didn't think it was legit, but I logged into both my SE Account Management and my Mogstation and yep, sure enough! All is right with the world!!

Don't lose hope everyone, someone IS working on it! Albeit slower than frozen shit sliding down a hill in the north pole, but they're doing it!

Did this happen as the result of calling? Or it just all slowly snow balled into you getting it back after waiting? I'm so excited for you! Considering 2 hours ago you were just complaining with the rest of us! lol

[Abraxis]

Did this happen as the result of calling? Or it just all slowly snow balled into you getting it back after waiting? I'm so excited for you! Considering 2 hours ago you were just complaining with the rest of us! lol

I honestly have no idea if calling helped or not, but it never hurts to try really.

I guess it's true what they say, if you bitch about something long enough you'll get your way! Looking forward to the rest of you getting your accounts back and running like they should be!

Although I was a bit disheartened to find that I was dirt poor upon logging in. Granted I only had 30,000gil last time, I now only have 103...which isn't even enough to get to the closest Aetheryte port lol. But oh well! I'm back in!!

[ZohnoReecho]

Why don't you all try to track also on which gaming sites everyone is registered if you were using the same access data for ARR? May help pinpointing where the issue is coming from and help other users too.

[Abraxis]

Why don't you all try to track also on which gaming sites everyone is registered if you were using the same access data for ARR? May help pinpointing where the issue is coming from and help other users too.

That's a good idea. But after thinking about it, granted I went to a number of different sites looking up information regarding FFXIV, I never registered on any of the sites...ever. So even if there was a keylogger on the sites, or even something on a banner ad (which is blocked with AdBlock for me) I don't see how it would have logged my username and/or password. And since i ran a full scan of my computer, twice, using Avast as well as Spyware Blaster and Malware Bytes which didn't find anything, I'm confused as to where/how my information was accessed Anyway...

But to add to the "information pool" the sites I went to were

FFXIVdb.com
ffxiv.gamerescape.com
ffxivrealm.com
kotaku

And one more that I suppose could be suspect, but it was quite handy in helping me determine which zone I should try heading to for level appropriate content.
home.comcast.net/~nakomaru/ffmaps/