So my account was compromised...Follow

He also said "I stopped playing when 1.0 ended. So around 09/17/2012" - which is not the date the servers shut down.

Hopefully the OP will give us an update of the situation.

He didn't have an attitude. He had a cursor blinking in a field that was asking for a date and time.

They're only allowed to enter information that you provide and if you don't provide proper information, they don't enter anything at all because that's what they're told to do. It may seem insignificant what time of day it was when you logged out, but they need that information to proceed. They need to know when to look for suspicious activity, when to allow an account rollback assuming you were compromised, ect. ect.

I'm not sure what the OP was expecting, but if you're trying to retrieve a compromised account; expect at least 4-6 weeks before resolution.

Maybe he's just terrible. SE's CS has never been great, after all.

But, seeing your responses in this thread -- your aggressive tone and strange interpretation of a rather bland CS conversation (he "threatened" you?) -- I've got to wonder how much your own attitude is getting in your way here. In this thread, it seems like you've lost credibility with almost every additional post you've made. If you took the same posture on the phone, you might be setting off all sorts of warning bells for attempting to revenge hijack someone else's account.

Yeah, but honestly I'm a little skeptical of that claim, seeing the responses in this thread. CS folks know that their calls are being recorded and potentially monitored -- they don't refuse escalation to a supervisor for no reason. It's hard not to wonder if parts of the conversation aren't being accurately represented here.

For what it's worth, SE's customer service office was very small during my visit five or six years ago. Granted, that was for XI, and I'm not sure if SE expanded its operations for ARR... but wouldn't shock me if they still had the same relative number of resources.

That would explain how you got the same guy twice.

I remember laughing about it at the time though, thinking, "Oh, so THIS is why people are on hold for six hours whenever they call SE!"

Edited, Apr 21st 2014 6:33pm by Thayos

Please do not take this the wrong way...

You really don't need to speak to a supervisor. They're going to tell you the same thing. If you're reporting your account as compromised then they follow a strict protocol.

Step 1: Your account is frozen. Until they resolve the issue(either figure out what led to your account being compromised or decide that all is well) no one will be granted login access on your account.

Step 2: They mail out a form for you to fill out and have notarized. If you don't already know, a notary is just someone who checks your identification and verifies that what you have on the form matches your ID. They sign and/or stamp the form and...

Step 3: /mailbox

Step 4: /toetap for roughly 4-6 weeks until you hear back from them

The steps that follow depend on what their investigation is able to find. If they find that your account was indeed compromised, they will release it to you and probably follow up with an email about the character restoration process. If whoever stole your account erased characters or tossed items, you get a one-time mulligan that allows you to roll back your account. This (among other things) is why the date is important. I'm not certain what their policy on 1.0 rollbacks is, but I'm sure it'll be explained if it's a possibility.

tl;dr
Mountains out of molehills.

Get the damn form and prove you're the owner first. They honestly don't know you from me until you submit the form to prove who you are. If they match up your ID with the name associated with your account(and a few more critical details) then they'll actually talk to you. Until you do that Daniel W won't help you, his supervisor won't help you, Jesus Christ won't help you

Even if you got a fresh intern they'd ask the same exact questions. There's no getting around that.

I'm not trying to get around the questions, I'm trying to get around this agent. Like I said, we picked up right where our live chat left off, and I gave him an exact date and time for my last log out. Instead of just moving on now, he's arguing with me about how that's not what I said before, even though technically it is. But if I gave him the same answer that I told him before he would argue with me about how that's not specific enough for him.

I don't know what his problem is. Maybe he's refusing to help me because he adamantly believes I'm not the account owner? But if he would just allow me the opportunity to fill out the notary form, then I could just send it in and get this over with.

I understand you're upset, but the best thing you can do right now is have them send you the form. They're much more likely to deal with you if they know you're the owner of the account in question. As I've said, be aware that this process takes at least a month usually more. They're in no rush to do anything other than lock the account until they verify that everything is correct.

If you think about it, that's exactly what you'd want them to do. Force someone to prove that they're you before you allow them to make changes to your account details.

Try giving them another call tomorrow morning (it's night where I'm at in Phoenix, assuming you're in the US). HOPEFULLY you'll get another CSR. If you don't, hang up, try again. If you get him twice in a row, demand someone else and/or his leader. IF he refuses, state you require him to connect you to his leader, grab his Avaya G3 ID Number (it's a special ID number assigned to reps and used for tracking and permissions purposes, among other things. I can't imagine SE doesn't use Avaya) and name, and if he still refuses, rinse lather and repeat until you get someone else and can escalate.

Give them the rundown, advise them the CSR has refused to move forward with your case and that you've requested the notary form after asking all of his questions to the best of your ability.

That... is really all you can do.

If all the facts are on the table and what's happening is exactly what we're reading, this guy is just becoming a **** now. It's one thing to protect company assets, of which your account is a company asset and owned by them, not you. It's another to be a ****. We all know what that means.

Edited, Apr 22nd 2014 1:43am by darexius2010

Just plain "Agent ID" will be fine. They could use Nortel, they could use Lync, they could use Plantronics, they could use Cisco. Avaya is common, but not always the one in use.

Filthy is right. At this point, as far as Square Enix knows, they're protecting the account from someone trying to phish for the information. And explain that the reason you told him (or whichever agent you get) two different dates was because one was the last date you paid, and the other was the last date you actually played.

CSRs are like cops. Things go a lot more smoothly if you're nice and respectful of them. That said, their power is pretty limited. They're usually college graduates who are stuck in a $10 dead end job and making their job more difficult or getting them angry is probably going to get you nowhere.

Yeah, I worked as a supervisor in a call center for seven years. 90% of my team members were amazing. There is at least one time where I was monitoring a call live and I literally had to interrupt the CSR and take over and apologize to the customer mid-call because the person was being ... an unethical human being. *cough*

I'm so glad that I no longer have direct reports.