I Got Hacked Support List - Sign Here

[lord_hur]

Hacked: 30/09/2013
Status: What's your current status? Can't log hacker out
Attempted to Resolve By: Changing password, installing token, deactivating my account
Did it Work: No, trying to leave it deactivated for a longer period...

Tried Phone Support: Have you tried calling them? Lol no. I'll rather quit playing, given other people's experience.

Final Resolution: Pending

[lord_hur]

Update : immediately deactivating my account (6 hours), changing my password and adding token did it, I got my account back. The only thing amiss was the character they created, presumably to spam.

I most likely was too poor for them to take my money ^^

[Zenaku]

Update : immediately deactivating my account (6 hours), changing my password and adding token did it, I got my account back. The only thing amiss was the character they created, presumably to spam.

I most likely was too poor for them to take my money ^^

Next time just do chat support they log out my GF account soon i saw it was log in by a hacker. It was used to farm sheep using 3rd party tool to warp around killing sheep lol. Took all her crystal and gil but there a way for you to get it back if you care if not then it's not a big deal.

Sidenote: I would change the email and make sure you use password with uppercase and lowercase and numbers. For both new email and your SE account and make the pw different for both because even with a token people can be hacked happen a lot in FFXI.

[nothappy]

Hacked: 9/28/2013
Status: Received Service Account Termination letter on 09/29/13 accusing me of RTM with no forewarning or any communication at all from SE.
Attempted to Resolve By: Contacted Customer support on 09/28/2013 immediately after I found out my account was compromised/hacked. Changed all my passwords, activated the security token (did not know it existed until I found out about it from this forum).
Did it Work: Hopeful.

Tried Phone Support: Calling them in 5 minutes when CS opens at 0900 hrs sharp.
Number Used: What number did you use?
Did it Work: Hopeful (will edit with results after phone call)

Final Resolution: So far permanently banned. All SE has to do is log onto my main character and see that I am fully equipped with quest given white/AF gear and less than 150k gil to my name. If I was buying or selling gil, I have very little to show for it.

I hope you are ready to wait 3+ weeks... Tomorrow will be 3 weeks for me, and still not a word from SE yet.

[OddOne]

I hope this isn't similar to the situation Trion had with Rift - someone figured out how to compromise their authentication system and log into any account at will. That was quickly caught and fixed (thanks to community effort - a player sounded the alarm on how to break in, and submitted detailed info on the compromise to Trion), but it was a rare case of people getting hacked through no fault of their own.

[DrAK420]

Date Hacked - 9/13/2013 sometime after 5am est
Steps taken to resolve it
1. was getting error 3102, SE support just said wait it out. turned out to be ahacker once I could log in but SE support was closed by then for the weekend.
2. called on Monday, they sent me a declaration form for ffxi not ffxiv. filled it out and sent it in anyways. Called them the next day to make sure it was ok to use the ffxi form even tho I was playing ffxiv. They said yes, they just haven't gotten around to making a new form. They told me they received my form and my case was escalated.
3. Called back Friday to check the progress of my rollback. They told me if I hadn't been rolled back by two weeks after the date of receiving my form to call them.
4 Called them 2 weeks after. SE support told me there was a hiccup and that the ffxi form was no longer acceptable and that I needed a form for ffxiv. So the SE support person resubmitted my compromised account info and told me they would send the right documents the next day.
5. Next day I received an email from SE support entirey from Japanese. Since I don't know Japanese I called them again to ask what was going on. It is now today.
6. Now the SE support person tells me the reason my rollback was not completed was not because I sent the wrong form. The declaration form is for people who are locked out of their account only, otherwise for a rollback you only need to submit the online request form.
7. The SE support person tells me there was no rollback because SE has no measures created yet to rollback characters because they did not anticipate people getting hacked. They did tell me that they still have character save data saved to rollback to even though they have no means of rolling back. I was told that SE is working on a rollback system right now and it is a top priority.

So basically I was run in circles for 2 weeks for nothing. How could SE not anticipate needing a rollback system when every single mmo to date has anticipated it and implemented a rollback system? SE is always saying how they appreciate the people who stuck with them but now when we need them they are not there for us. Its not like hacked accounts are something new, they should of had implemented measures to rollback hacked accounts before release. that is online mmo 101. Also it says right there in online forms that characters get two rollbacks. How can they promise that when they don't even have a way to rollback?

[Varkias]

Hacked: 10/2/2013
Status: Support ticket opened
Attempted to Resolve By: Password changed, ticket opened, setup software security token, scanned PC for spyware
Did it Work: YES

Tried Phone Support: Trying Live Assistance
Number Used:
Did it Work: Maybe, still waiting

Final Resolution: N/A for now, see update

http://s1229.photobucket.com/user/Va...6dec0.jpg.html

UPDATE: It took about 1.5 hours but I was able to reach someone in support via live chat. I already had locked the account down but my toon was still being controlled in game by someone else. In just a few minutes they were able to boot this person off the server and I had full control again. I was missing all my gil and materia (not surprised) and had about 2k diremite webs in my inventory. I have opened another ticket to get the diremite webs removed from my inventory and hopefully a rollback on my toon. Most important to me is keeping my account, I know my toon was reported many times during the account take-over. I'm very happy with how this has been resolved so far. All that is left is the item issue. Thanks SE!

[Illurim]

[double post that was not full, ignore, sorry sorry)

[Illurim]

Hacked: 17th/18th September (I logged off night of 17th, and couldn't log in following morning)
Status: Account Suspended
Attempted to resolve by:
- 18th Sep: Logged ticket when I couldn't access my character after about 30 mins of receiving 3102
- 18th Sep: Tried to use chat support (out of business hours, so didn't work)
- 18th Sep: Read KB article on account being compromised and changed password, attached OTP
- 19th Sep (morning): Notice of Service Account closure received
- 19th Sep (afternoon): Received notification the ticket I had logged on the 18th was 'lodged correctly'
- 29th Sep: Received response to my ticket saying to contact them via phone (not possible in my situation) or live chat (with a link)
- 30th Sep: Managed to get live chat session and was advised they could do nothing but escalate and could provide no ETA on resolution (worth noting the rep I spoke to was fine)

It's now the 3rd of October. And I'm still waiting to here anything else.

I could not be more disgusted with the level of customer service I've received.

[Kheni]

They really have bad customer service when i call them all the time i use my cell to record it and i ask them there name and ID or badage number they go by and when they do that i say im recording this call for my safety and what it said on this conversation will be used against you if you screw me over i have proof of what you say and 2 out of the 3 hang up on me so i just dont say it anymore that tells me everything they say isn't truthful and just dont want to talk to you. they are suppose to be here to solve our problem the onlything they are doing is collecting there checks we pay 2 them and screw us and i cought a few lieing to me when i brought these conversation up so i tell them ill play u a recording from last rep and bam they are lieing to us