Suspended account...now terminated?

[Aydem]

Even tho i trashing this game and never play it again,
I tried to get a support guy on my case

this is what i got as replies

Status: Connected
SEE Dominique (Listening)
SEE Dominique: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hey
SEE Dominique: Hello! I understand you are having a problem with your account?
You: ye
You: RMT hack
You: so you guys suspended my account
You: didnt receive any mail about it
You: been days since i could login
You: And i didnt use a password that is used on other sites nor its linked to me since its a generated password with numbers and letters
You: so i'm a bit worried about the security
SEE Dominique: I'm sorry to hear that. Unfortunately, if somebody was spamming RMT (real money trading) from your account, your account would have been banned permanently. Now that you have contacted us, if you believe your account was hacked and you were not at fault, we can open a compromised account case for you to try and re-open your account.
You: ok... and how about the lost time?
SEE Dominique: Unfortunately we cannot refund any lost time, as we cannot be made responsible for somebody else logging in to your account. I understand this must be very distressing for you and I do apologise for the inconvenience.
You: and how can they hack my account if its a random generated password, i'm worried about my information on SE, creditcard details etc
You: has their been a breach? and is it fixed?
SEE Dominique: Their has been no 'breach' on our side. Unfortunately I would not know how a hacker gained access to your account. I can only recommend using a security token in the future, to generate a one time password.
SEE Dominique: *there
You: owke... guess thats the only solution than
You: so how long will this take to get my account back
SEE Dominique: I'm afraid with the current volume of demands it can take up to a couple weeks.
You: yeah thats what i guessed
You: so my FFxiv collector edition purchases has resulted in, no early access and no gametime
You: you get my frustration
You: i hope
You: because by the time you guys resolve this the included time will be over
SEE Dominique: Of course. It is very unfortunate and I wish I could do something to speed up the process. But I'm afraid RMT spamming is a serious violation and every claim must first be investigated by our head office.
You: i understand that, but by the amount of people that got hacked (as you just stated yourself) It kinda feels like a major scam, eventho i know its not the case
You: the forums are full with topics about this case, reddit is full with it
SEE Dominique: The high volume in demands is not just for RMT spamming, but other general issues as well.
You: i know it isn't just that
You: but if you look on the forum you know enough
SEE Dominique: I'm afraid there's nothing else I can do.
You: guess we will have to take it like it is, i guess
You: will i receive atleast a mail now
You: when it gets fixed?
SEE Dominique: Of course. We will be in touch with you vie email once we know more. But first I need to take details and such, so we can create your case. Would you like to start?
SEE Dominique: *via

[ZohnoReecho]

You: has their been a breach? and is it fixed?
SEE Dominique: Their has been no 'breach' on our side. Unfortunately I would not know how a hacker gained access to your account. I can only recommend using a security token in the future, to generate a one time password.
SEE Dominique: *there