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MY ACCOUNT HAS BEEN SUSPENDED FOR OVER 10+ days, thanks SE!Follow

#1 Oct 20 2010 at 6:00 PM Rating: Decent
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So you might all think this is funny and all, trust me it is.

My account was suspended on 10/09/2010 and the reason behind this is because I violated the ToS "SOMEHOW". I found this to be surprising because I received the email an hour after I logged off the game and did my "LIFE" activities. So I wait till Monday to talk to one of the SE customer support reps to find out exactly what happened why their is NO Active Service Account for FFXIV. They told me they had no info on the reason why I was banned and that I would have to wait 5 days for the ban to be lifted.

Aight, So I wait the 5 days and attempt to log onto the game and guess what! I still dont have an active service account. AGAIN, Im wondering why my account has been banned and the first thing I do is call SE customer support. I tell them my story and ask why this is all happening and they tell me its "STRANGE". They also told me not to worry anymore because my account was going into investigation!!!! And that Square-Enix will contact me once they find out what comes up with the investigation!!!!!!

So I agree and wait a couple of days.... 5 to be exact. I call again and they tell me that my account is still being investigated, BUT this time they said SORRY. So, now I have been calling them everyday till my account is reactivated and will be till this is fixed.

Thanks Square-Enix for giving me the pleasure to annoy the **** out of you guys for the next couple of weeks!
#2 Oct 20 2010 at 6:04 PM Rating: Good
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Squenix has never been known for their customer support, I believe they got an F (or D?) from the BBB back when I was playing FFXI for their shoddy support of it. By the way, make sure you all double check your bills each month. Back in XI they had a nasty habit of double billing people. I think I read a post on here of some poor ******* that got billed 10+ times for the same play period.
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#3 Oct 20 2010 at 6:39 PM Rating: Good
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You would think that amongst all the scathing negative reviews that this game has received, Square-Enix would at the very least improve their customer service (even if only temporarily). Instead, you have people that are actually enjoying/wanting to play the game being temporary banned with either no follow up or an extremely vague e-mail.

Unbelievable.
#4 Oct 20 2010 at 6:54 PM Rating: Good
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Its worth noting that this could happen to anybody...

Regardless of the reason you are banned, it is completely unacceptable for SE to be unable to provide a reason and a clear communicated path to resolution. As paying customers, this is something that we should demand!

Even if someone is justifiably banned, they should still have the right to know exactly what it was for and not have SE 'Customer Service' say they have no idea. Its completely ridiculous.
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#5 Oct 20 2010 at 7:13 PM Rating: Decent
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I AGREE WITH YOU ALL! LETS MAKE A STAND AND RISE AGAINST THIS *********
#6 Oct 20 2010 at 7:23 PM Rating: Decent
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How is it that everyone banned for breaking the TOS never has even an idea how they did it?

Also we have had 8 years of knowing SE have terrible customer support yet we still expect to get answers from them about these things...

"The definition of insanity is doing the same thing over and over again and expecting different results" - AE

#7 Oct 20 2010 at 7:53 PM Rating: Decent
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Yeah their customer support is pretty terrible and made me hesitant to pick XIV up after my XI experience. It's also why I was tempted to pick WoW back up instead since Blizzard's customer support is 10x better from my experiences.
#8 Oct 20 2010 at 9:32 PM Rating: Decent
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People are still shocked by how SE treats their customers?
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Pandimonium server - Rank 10 - Bastok

Zaela Rdm -- 35, Alchemy 45 -- Forced into retirement because I didn't have the right kind of credit card. Hope it was worth 18 bucks a month, SE.

#9 Oct 20 2010 at 9:38 PM Rating: Good
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I'm guessing you probably got banned for the leve conjurer exploit maybe? That's all i can think of, since SE said that people were going to get banned for it. Forgive me if you are innocent, but every time SE bans people for exploits, people always come to forums to express their innocence.
If you really were suspended/banned for "nothing" then all i can tell you is to keep on SE's azz about it.
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#10 Oct 20 2010 at 9:43 PM Rating: Default
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Teneleven wrote:
I'm guessing you probably got banned for the leve conjurer exploit maybe? That's all i can think of, since SE said that people were going to get banned for it. Forgive me if you are innocent, but every time SE bans people for exploits, people always come to forums to express their innocence.
If you really were suspended/banned for "nothing" then all i can tell you is to keep on SE's azz about it.



This. I'd say your missing your level 40+ Conj a bit?


I'm glad.
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FFXIV: Flix Skyfall (Behemoth) 50BRD: River of Blood for dayzzzzzz


#11 Oct 20 2010 at 9:54 PM Rating: Excellent
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Use tactics: Get the full name of each person that you talk to tomorrow and their position and write it down.

Call tomorrow and after they give you the same message, ask to talk to their supervisor. After that goes sour. Ask to talk to the manager. Once the manager has nothing, talk to their operations manager or equivalent. Keep going - Once you pass through each tier, get as high as you can. Then tell them that you want to have a phone conference with all of the people that you have talked to so far, in order to reach a resolution, on the very next business day. Be civil throughout the whole experience.

Phone conference: Bring a friend and say that he/she is a lawyer that is listening in and recording notes.

This may sound extreme, but if I truly wanted to play the game, that is the step I would take.

If you actually exploited and you know it, then shame on anyone posting here :P.
#12 Oct 21 2010 at 12:45 AM Rating: Good
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Yeah.... Ill tell you what happened to me.

I played FFXI for like 3 years steady. I finally talked my little kid bro into join me awhile back. So for his bday I purchased the game and all of the expansions for him and paid for his monthly fees using my credit card since he's to young to have one himself. Two weeks through the free trial they had decided to ban his acct during one of those massive ban raids that they sometimes do to get rid of RMT's (Real Money Traders). My brothers toon was only like level 23, near broke with only a few pieces of cheap gear, and with no method to purchase or sell gil I had a feeling that something wasn't quite right with their assessment.

So I went through the same awfully painful process that you're experiencing right now. They told me that they would file an investigation that could take anywhere from 5days to 8weeks.... Yup 8weeks. Not only that, but they told me that if they decided not to lift the ban because their investigation came to a conclusion that did not rule in my favor, that they would send me no further notification on the subject. Now this was a little bit troubling, considering that the main reason I was filing an investigation was to find out exactly what happened above all else. I had my little brother calling me like twice a week to see if I had gotten anywhere with them, and every time I'd have to tell him the truth.... The sad thing is that this was eight months ago and I'm still being told that it's in investigation....

I usually hate comparing Blizzard to SE only because most people compare game mechanics or game play between two companies who have completely different ideas for what works for their MMO's. However in this case I feel that customer service is something that can be universally compared across the board. So with that being said, nearly a year ago my WoW account had been hacked. I contacted Blizzard by email and within a 24 hour period they had determined that my account was indeed hacked, and all of my gear/gold was mailed back to me. In my opinion, if SE were to learn anything from Blizzard, it should definitely be improving customer relations.
#13 Oct 21 2010 at 2:15 AM Rating: Decent
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Did you abuse the game?
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#14 Oct 21 2010 at 2:40 AM Rating: Good
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Thanks Square-Enix for giving me the pleasure to annoy the @#%^ out of you guys for the next couple of weeks!


Just so you know they are not monitored by anyone and if you **** them off they will make sure it takes longer than you can ever imagine to get your issue sorted, it's not like any proper company where you can kick up a stink they will link together and block you out. You can even ask to talk to a supervisor and they will say he is busy forever or that he can't help you and just cut you off...you have no idea how bad their customer service truely is lol
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#15 Oct 21 2010 at 4:08 AM Rating: Default
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Again. SE really f*cked up with the game itself, but please people - don't
believe everything some random poster with 2 posts total (!) that left the
thread days ago wrote.

This is the internet, after all.
#16 Oct 21 2010 at 5:32 AM Rating: Decent
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Lonix wrote:
Did you abuse the game?


If that question was directed towards me, the answer is "I'm not sure" The only one using that account was my brother. But when I looked into it and asked SE why it was banned, they told me due to RMT. When I asked for them to be a little bit more specific (like what exactly made them think RMT had taken place on this account). That's when I started to get the run around. So frustrating that they wouldn't even provide me with some sort of proof to support their side of the arguement.

The only thing that I could think of is that I had bought some gear for my brother using my main acct. Maybe that was my fault, but seeing that both accounts were under my name to begin with I doubt that should have caused any issues. Besides my main account remained intact.
#17 Oct 21 2010 at 5:48 AM Rating: Good
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Thundernova wrote:
If that question was directed towards me, the answer is "I'm not sure" The only one using that account was my brother.


Not to be a skeptic, but I see this line a lot on Xbox's banned forums.
#18 Oct 21 2010 at 5:58 AM Rating: Decent
37 posts
believe it or not.... That's irrelevant. The fact remains, if SE is going to ban an account due to a breach of terms. Providing proof of such incident should not be out of the realm of possibilities.
#19 Oct 21 2010 at 5:59 AM Rating: Good
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Your cat did it. Swear.
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if SE were to learn anything from Blizzard, it should definitely be improving customer relations.

They chose to improve their player base instead.

No, sorry for joking: SE customer service isn't the best.
But their retainer system is worse ^.^/

Edited, Oct 21st 2010 8:03am by Rinsui
#20 Oct 21 2010 at 9:58 AM Rating: Default
4 posts
Quote:
Again. SE really f*cked up with the game itself, but please people - don't
believe everything some random poster with 2 posts total (!) that left the
thread days ago wrote.

This is the internet, after all.


This is not a lie, This is all true and the facts are real. I will try calling SE again today and my friend is going to go in the game and call GM's till he can get a straight answer.
#21 Oct 21 2010 at 11:28 AM Rating: Excellent
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terosol wrote:
Quote:
Again. SE really f*cked up with the game itself, but please people - don't
believe everything some random poster with 2 posts total (!) that left the
thread days ago wrote.

This is the internet, after all.


This is not a lie, This is all true and the facts are real. I will try calling SE again today and my friend is going to go in the game and call GM's till he can get a straight answer.


And back to my original point. It doesn't even matter if its a lie or not. The truth is if you get banned, you can't get a reason. Support will not help you - even if you've been a paying customer for months. That's just completely absurd. SE should provide, at minimum, a clear reason for why the suspension/ban took place and a clear path to remediate the issue.

The fact is, wrongful bans/suspensions take place all the time and unless SE reaches an 100% success rate in justifiable bans, they need to own up to the small percentage of paying customers they hose for no reason.

Edited, Oct 21st 2010 1:28pm by rikkuotaku
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#22 Oct 21 2010 at 11:33 AM Rating: Decent
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Whats your character's name?
#23 Oct 21 2010 at 12:29 PM Rating: Good
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I've read on other forums that some players were banned because an actual RMT spammer entered the players' email address as their own. So when SE banned the RMT, they banned all accounts that used the email address that the RMT was using, which included a legitimate player.
#24 Oct 21 2010 at 5:40 PM Rating: Decent
4 posts
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Whats your character's name?


Vega Masters - Hyur - Rab server


But now when i check on LodeStone, I am an elvaan chick from the fabul server or something
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