Account hacked, was recovered, but now banned???

[kaiyouske]

Hello SE,

First of all I would like to express my dissatisfaction with your customer support. I'm sure everyone is spread thin at this point, but this is not an excuse to treat your customers like crap.

Second, my account is currently suspended due to its security being breached. I've submitted a ticket regarding this issue (2805062).

Lastly, I cannot believe that there are no quick methods of resolving issues with FF14 ARR at this point. Note that I said "at this point". This was acceptable during initial launch but it's long past that at this point. People are waiting for customer support for days only to have them deleted a your employees' whim. Not cool at all.

Anyways, that won't be my problem soon if my currently issue cannot be resolved in a quick and satisfying matter. Basically, my account was hacked this morning and I immediately changed my password and attached a security token to it. The problem was that even after I did that, the hacker was still in the game and I couldn't boot him out with my log in. I was finally able to log in in the afternoon and everything was good....so I thought.

To my surprise I got home in the evening and tried to log in. Of course I end up getting a message that my account isn't registered. What? So I check my Mog Station account status and it says that it's 'Suspended'. I'm sorry, but account isn't registered and suspended are 2 totally different things. You do realize that this will generate false service support tickets that will boggle down the overall efficiency of your team right? Anyways, I would like to have the ban status account lifted and the amount of hours that I was unable to log in (from the start of the ban) credited to my account.

You guys keep on crediting us with free play time, but what is the use of all this play time if we can't even play the game? I have never been this frustrated with ANY MMO because of such poor customer support since Meridian 59. If I was the North American customer support manager I would DAMN EMBARRASSED. It's up to YOU to provide your player base with the support that they need to resolve their issues with the game and you're letting them down BIG TIME. If you can't do your job right, step down and let someone that CAN do it take the reigns.

It's a real shame since this is a great game, but the customers are treated like crap. I really wanted to support this game, but at this point I'm just too tired to try to play...because I can't even log in. I really hope you guys prove me wrong by making some much needed changes to the way your CS team works.

Sincerely,

A VERY disgruntled customer

[PandaTaru]

Most companies will suspend hacked accounts to avoid further trouble with the account... Like the person changes the password but the computer is still infected with a key-logger and the account gets hacked again.

If you did notice that your account was hacked but you didn't contact SE about it and just changed the password (basically as it's written), It's kind of normal that they suspended your account... If you had contacted SE, they would have booted other char that's not yours and froze the account until you change the password/add token anyways.

[kaiyouske]

I've contacted SE. Let's see how many days it takes for them to respond. I opened up a ticket with them about my pre-order bonus code 5 days ago and I've received nothing about it as of yet.

[kaiyouske]

It's been a day and they didn't even respond to my initial ticket yet. A ticket isn't officially submitted into their system unless someone acknowledges it. I'll be posting one of these every day until my issue is resolved so I can keep track SE's service status.

2 service tickets were submitted yesterday; One at 10:45am and one at around 10:30pm. As of now none has been replied to.

[Ryamatsu]

It's been a day and they didn't even respond to my initial ticket yet. A ticket isn't officially submitted into their system unless someone acknowledges it. I'll be posting one of these every day until my issue is resolved so I can keep track SE's service status.

2 service tickets were submitted yesterday; One at 10:45am and one at around 10:30pm. As of now none has been replied to.

Best way to contact them in by web chat, it's hard to find but you can get it after a few Google searches. Sorry, I forgot the link.

My e-mail was ignored but web chat got me in. Had to wait 2-3 hours for web chat to get in.

[PetiteMalFleur]

The multiple tickets just makes it take longer for them to respond. It's your own fault your account was hacked. In the meantime, what have you don't to ensure your account isn't hacked again?

[Dburwebby]

If it takes a week for them to respond, you'll be lucky enough. Blizzard takes anywhere from 2 to 3 weeks to resolve this issue. These things usually take some time.

[kaiyouske]

The multiple tickets just makes it take longer for them to respond. It's your own fault your account was hacked. In the meantime, what have you don't to ensure your account isn't hacked again?

I'm not denying that it isn't my fault that my account is hacked. But since you didn't even bother to read my entry, let me DO THAT FOR YOU:

"Basically, my account was hacked this morning and I immediately changed my password and attached a security token to it."

4th paragraph, 2nd sentence.

You're welcome.

As for the multiple tickets, you once again didn't read what I posted.

[kaiyouske]

If it takes a week for them to respond, you'll be lucky enough. Blizzard takes anywhere from 2 to 3 weeks to resolve this issue. These things usually take some time.

The one time my WoW account was hacked it took them 2 hours to remedy the issue. On the SAME DAY.

[kaiyouske]

Update: The ticket I submitted around 10:30am yesterday was finally accepted into the system at 9:05am today. About 1 whole day just to enter a ticket into the system with an auto response.