The funny thing here is, most people dont read the TOS or the EULA. In which case this person probably broke one of the 30 rules in which case the penalty is clearly defined. I feel no remorse for your ban nor do I feel SE needs to provide any further details in to their investigation until it is complete. This is pretty standard with most companies.
Secondly, I find it funny when people use email or a chat services to speak with customer service...
SQUARE ENIX MAY SUSPEND, TERMINATE, MODIFY, OR DELETE FINAL FANTASY XIV SERVICE ACCOUNTS, CHARACTERS, VIRTUAL GOODS, OR THE SERVICE ALTOGETHER, AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE OR LIABILITY TO YOU.
Or they could have just banned them for no reason whatsoever.
while they do have that right, it doesnt stop chargebacks if they cant give a legit reason, so its generaly not a good idea for them to stick to that for everything. But in the cases of people who comit actual wrongs, oh heall yeah it applies in every way shape and form, and they cant do anything about it.
Yeah but do you have any proof that these people did anything wrong? They might have just been playing the game normally and didn't realize they were doing anything wrong. It's not like they knew how the game really works since they only played it twice.
Well, with the case at hand, I am not saying they did or did not do anything wrong. I am really just stating the facts in general on how to go about this "if" you really did nothing wrong.
And as for proof when it comes to these things, the paper trail(email included) needs to all be saved, especialy when there are inconsistancies in them that prove something is indeed wrong(such as a post dated suspension).
When a chargeback is issued, the CC company has to follow up to see if its justified, and if SE has no paper trail to back them up, or any documentation other then "we reserve the right to without reason" then guess what, the CC company will issue that chargeback no questions asked beyond that!
Also the fact I have sen this happen in almost every launch game ever, kinda leads me to believe something is just going wrong, and customer service are trying to pass it off in hopes people wont push. If you are not persistant, then they win even if they are in the wrong. You just gotta know how to go about it correctly.
Also to those talking class action, WORST IDEA EVER. especialy if you dont know how they work. Let me explain what happens.
Person A finds a lawyer, he asks for a retainer to pay for expenses until suit is settled, that comes out of person A's pocket. The lawyer could care less if he wins or loses it, as long as he makes money, so of course he will always take the case(ive even seen some who go to launch games and try to stir things up so they can get hired, and they are really obvious).
Then they search for other people to get in on it so there is more leverage for the suit.
Then they go to SE, file it, lose(cuz lets face it, your not winning, id go into detail but im gonna keep this short). And now, Person A gets counter sued for expenses by SE, and wins it!
All this cuz you are out 100 dollars? seriously?