I Got Hacked Support List - Sign Here

[squidbunny]

I have not myself been compromised but my sister (our FC Master) was -- it's still pending investigation. I'm curious -- those of you who've gotten your accounts back: did SE restore your items/gil? If you CLEANED OUT YOUR FC'S CHEST ( >:| ) did they restore THOSE items? I've love to know. Maybe even add that to your form?

[ito0403]

Hacked: September/06/2013
Status: Waiting for rollback, no ETA, nothing, SE support is on holiday.
Attempted to Resolve By: 10+ support tickets, 5 web chats.
Did it Work: No, still no rollback, still no ETA.

Tried Phone Support: No.
Number Used: -
Was it Helpful: Phone support is probably just as f*cked up as all the rest of SE Support team.

Final Resolution: Nothing from SE.

[nothappy]

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

[Cirsce]

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

That's terrible that your account was terminated. This is what worried me the most when he was suspended.

Good luck getting it back. If you do maybe in a few months you'll find your way back to the game if/when they get their customer service issues sorted out.

[nothappy]

Hacked: 9/11/13
Status: What's your current status? Account was suspended then terminated.
Attempted to Resolve By: Emailed, never even got a response. Then I called on 9/13/13. Called again on 9/19/13 to get an update, still had no info.
Did it Work: Nothing so far.

Tried Phone Support: Yes
Number Used: 310-846-0345
Did it Work: Not so far

Final Resolution: Nothing, not even a followup email yet. The second time I called they said to just keep waiting. Tomorrow will be 2 weeks and counting... It wont matter at this point. I'm done with the game. My wife didn't renew her sub, and I wont be regardless of what happens.

Just wanted to update this a bit. It's now been almost 3 weeks with no response from SE. I'm going to give them till Thursday before I call again and start asking for supervisors.

[ShuCho]

Hacked: Not exactly sure but its been at least 3 days
Status: Suspended account didnt give an ETA
Attempted to Resolve By: Several support tickets and called in by phone

Tried Phone Support: Yes I did call
Number Used: 310 846-0345
Was it Helpful: Somewhat helpful. They asked for my account info and what the problem was and they said ok give them a few days to a week to invetigate and un suspend the account

Final Resolution: Account still suspended just waiting it out. Its only been a day or 2 since the phone call

[Dulcee]

This is by far the worst customer service I've ever experienced.

9/12/2013 - Account was hacked. Fortunately I discovered right away that someone was on my account because I couldn't log in. I changed my password, but they still managed to steal all my gil. At least my account wasn't suspended. I submitted a ticket requesting a rollback.
9/13/2013 - I decided to call Square Enix in the hopes it would expedite the process. I was on hold for 40 minutes before someone picked up. I was told that the ticket was received, to email a copy of my I.D., and that they would work on getting my account rolled back.
9/19/2013 - It's been about a week since I last spoke with Square Enix, and my account is still missing all of its gil. I haven't heard anything so I tried calling Square Enix again. On hold for 1 hour and 55 minutes before someone picked up this time. The guy I spoke with told me he would help get it resolved faster by resubmitting my ticket to a higher level. (Whatever that means.) He said to just be patient, and I would soon receive two emails: the first telling me that they are working on my account and the second saying it was done.
9/26/2013 - It's now been two weeks since I've been able to play. Still no gil. I just received an email from Square Enix saying that they can't resolve my ticket through emails, and that I would need to call them.

WHAT?! I already called them TWICE. And now I need to call them again?? Why couldn't they do whatever it is they needed to do either of the other times I called them?

[Cirsce]

This is by far the worst customer service I've ever experienced.

9/12/2013 - Account was hacked. Fortunately I discovered right away that someone was on my account because I couldn't log in. I changed my password, but they still managed to steal all my gil. At least my account wasn't suspended. I submitted a ticket requesting a rollback.
9/13/2013 - I decided to call Square Enix in the hopes it would expedite the process. I was on hold for 40 minutes before someone picked up. I was told that the ticket was received, to email a copy of my I.D., and that they would work on getting my account rolled back.
9/19/2013 - It's been about a week since I last spoke with Square Enix, and my account is still missing all of its gil. I haven't heard anything so I tried calling Square Enix again. On hold for 1 hour and 55 minutes before someone picked up this time. The guy I spoke with told me he would help get it resolved faster by resubmitting my ticket to a higher level. (Whatever that means.) He said to just be patient, and I would soon receive two emails: the first telling me that they are working on my account and the second saying it was done.
9/26/2013 - It's now been two weeks since I've been able to play. Still no gil. I just received an email from Square Enix saying that they can't resolve my ticket through emails, and that I would need to call them.

WHAT?! I already called them TWICE. And now I need to call them again?? Why couldn't they do whatever it is they needed to do either of the other times I called them?

They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

[JowyAvilon]

They did this to my husband 5 days into his suspension. It's like they had no actual record or the records weren't kept together that'd he'd already called and used live chat. When he used phone support again after that, they didn't do anything more for him.

Even though it seems stupid, I'd at least take this as a good sign that they're doing something with your account.

btw, I wanted to ask Cirsce, when your husband got in touch with support and they started the investigation did he receive an email that said this?

Dear Customer:
This notice is to inform you that we have suspended the FINAL FANTASY XIV service account registered to this e-mail for one or more violations of the FINAL FANTASY XIV User Agreement that occurred on 9/23/2013. Specifically, you have violated following Section(s) of the FINAL FANTASY XIV User Agreement.

------------------
SQUARE ENIX ACCOUNT TERMS OF USE
1. Registered Users
Use of the Website or Services is limited to those satisfying the following conditions:
(b)You represent and warrant that you will not use the Website or Services in any manner that is in violation of this Agreement or of any applicable law or regulation;

FINAL FANTASY XIV User Agreement
2.2 Real Money Trading, Farming and Power-Leveling. You may not sell,purchase or exchange for real-world money or value any in-game currency,accounts, characters, in-game services, or in-game virtual items. Youmay not play the Game for the purpose of acquiring virtual items or advancement in game play on behalf of a third-party or for the purpose of selling any virtual assets to a third party for real-world money, specifically including $B!H(Bgold-farming$B!I(Band power-leveling services.
------------------
Every action we issue is based on conclusive evidence of a violation and is reviewed for accuracy. Here is an excerpt from the activity log regarding this termination:

Based on the actions in this most recent incident and any prior record on the service account, we have terminated the FINAL FANTASY XIV service account registered to this e-mail in accordance with the FINAL FANTASY XIV User Agreement. To best understand the penalties taken against the service account, please review the Account Penalty Policy section on the Support Center at the following link:
http://support.na.square-enix.com/rule.php?id=5382&la=1

For information on prohibited activities in FINAL FANTASY XIV, please refer to the Square Enix Account Terms of Use, the FINAL FANTASY XIV User Agreement, and the following URL:
http://support.na.square-enix.com/fa...la=1&kid=68216

As your account has been terminated due to a violation, you will be unable to create another FINAL FANTASY XIV service account.
Unfortunately, you have shown yourself to be unwilling to follow the rules of the FINAL FANTASY XIV community. If we find that you have created another FINAL FANTASY XIV service account, we reserve the right to terminate that account as well in our sole discretion.

NOTE: If you suspect the violation resulted from unauthorized access to the FINAL FANTASY XIV service account or the actions of an unauthorized third party who is not your parent or legal guardian, or if there are other points you wish to clarify, please contact the SQUARE ENIX Support Center.
http://support.na.square-enix.com/fa...la=1&kid=68228

This message has been sent to you for notification purposes only, and we are unable to address further inquires via replies to this email. Should you have any additional questions or concerns, we ask that you visit the SQUARE ENIX Support Center at [http://support.na.square-enix.com/] to contact us directly.

- SQUARE ENIX Account Administrator

My GF got one a few hours after phone call and got her investigation started and when I went on a rage on her behalf over it people said it was just a blanket email and something they do when they start the investigation, but I dunno, I am having my doubts and seeking sources to confirm before calling Square Enix support again over it.

[JowyAvilon]

My GF is currently at one week today of having her account suspended and late monday will be one week for when they "started" the investigation. Outside of that not a thing, going to give them till the 10-11 day mark since that seems to be the average and have her call them back. Not sure if weekends count towards days for the investigation so I am going to assume they aren't.