I just wanted to pre warn you and although this recent experience has made me slightly upset / angry with SE I would like to use this as an opportunity to warn others. Just to let you know I played FFXI for 6 years and have bought every FF game since 7.
Pre Story: I got an email saying there was a discrepancy in my account and to change my password, so I did. I then got an email saying I was banned for buying / selling gil - which I thought was strange as gil it not even important in this game (I was only 16 Cnj and 18 Gld) and I certainly did not have enough to sell.
So I logged onto my Moogle station and realised my account had another character which I did not add which was strange, so I went into live chat when the following was discussed.
[b] SEE Agent Chris: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
SEE Agent Chris: Hi, how can I help?[/b]Text
You: Hey, I got my account blocked / suspended :(
You: I got an email saying my account had been compremized
You: so I changed my password
You: then I noticed I had another character on my moogle ionstat
You: then I received an email saying my account had been blocked because I had been involved with buying / selling / power levling
You: moogle station*
SEE Agent Chris: Can I take your SQUARE ENIX ID please?
SEE Agent Chris: Thank you, can you also confirm your name, date of birth and e-mail address on the account?
You: andre springett
You: **th november ****
SEE Agent Chris: Can you also confirm your location
You: Currently in Hong Kong
You: But originally from the UK
SEE Agent Chris: To start a compromised account investigation we would like you to answer the following questions:
(1) Have you often checked FINAL FANTASY XIV related websites (including player's site)?
・If yes, which site(s)?
(2) Does anyone else has access to your login information (Square Enix ID and password)?
(3) Which platform are you using (Windows/PS3)?
(4) Are you using a Security Token)?
(5) Which internet provider(s) have you used?
(6) When did you last log out after playing normally? (date and time)
(7) When did you notice the issue? (date and time)
(8) Have you ever accessed your Square Enix ID outside your usual login location (friend’s house/holiday)?
When? For how long (from - to -)?
(9) If you're using a PC, has the PC been infected by a virus or spyware?
You: 1: reddit.com - ffxiv.com
You: 2: Just my best friend in Spain
You: 3: Windows
You: 4: No
You: 5: I use PCCW
You: 6: About 8pm last night, but I dc'd not log out normally, before that it would of been about 1am on the 2nd september (HK time)
You: 7: I noticed as soon as I tried to log back in afer DC-ING
You: 8 - No, not since playing ffxiv
You: 9: No spyware or virus that I know of
SEE Agent Chris: Unfortunately, as you have given someone else your log in information, it would not be possible to open a compromised account investigation. It is against the terms of service to share an account and it means we could not investigate a compromise
. You: So does that mean I have lost my character forever?
SEE Agent Chris: Unfortunately, you would not get access to this account and it would not be possible to move a character between account
You: So you have just lost a customer?
SEE Agent Chris: I am sorry, however there has been a violation on the account leading to a ban. As you have shared your account which is also a serious violation, we can not open an investigation
You: SO i paid and bought the game, what happens now? I lost my money? I played ffxi for 6 years and this is how I am treated?
SEE Agent Chris: Unfortunately, as you have violated the terms of service, there is nothing further we could do regarding this
You: Ok Is there someone I can complain to? I have copied this conversation onto the forums too
SEE Agent Chris: Your chat record will stay on your account so your complaint has been noted
You: Can I get a refund?
You: Can I sell my code to someone else?
SEE Agent Chris: That is not something we could provide
SEE Agent Chris: You would be unable to sell the code as registration codes are one time use
You: So I just bought the game and I cannot use it?
You: 6 years as a loyal customer
You: and I am treated like this
You: this is crazy!
SEE Agent Chris: Is there anything else I can help you with?
You: I want my account back! If I made a mistake then fair enough! But this is crazy, tell me off, give a warning but to shut down my account straight away is pathetic!!!
SEE Agent Chris: Unfortunately we will be unable to provide access back to this account
SEE Agent Chris: Thank you for visiting our SQUARE ENIX Support Chat line. Take care and have a good day!
Well, as you can see I guess I did not read the small print, I told my best friend in Spain that he can have a play at my CNJ to see how he liked it, we had each others account for 6 years in FFXI so I to be honest I did not even know there would be a problem otherwise I might of just said 'no' (wish I had now). Anyways though it's easy to rant and rave and ultimately I am very angry and upset that this is way I have been treated after soooo many years of loyalty and commitment to game - I hope this serves as a warning.
I shall not be buying this game again for another code - or another game from SE again. I hope you guys don't make the same mistake I did, and also hope SE will read and learn to perhaps have a little bit of le-way in terms of instant punishments for a simple mistake.
Edited, Sep 3rd 2013 5:25am by andrespringett
Edited, Sep 3rd 2013 9:51am by StateAlchemist Lock Thread: Violated T