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Any compromised accounts returned yet?Follow

#102 Mar 12 2008 at 6:46 AM Rating: Good
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1,719 posts
YouPickMyName wrote:
CyrUrgit wrote:
Well I placed my Tuesday call today. I got Zack today. He is pretty to the point when I get him "I can't help you. You have to wait. There is no information at this time."

So another week down (well 2) and no responce from SE.



Same thing here pretty much, said it's being investigated. The person I talked to little over a week ago said it should take ~2 weeks, but they really don't know. It would be nice to see at least one post of someone who had one of these banned accounts returned. The fact that I haven't seen one yet bothers me. Good luck peoples, see you next week.


Yeah I don't think the departments in SE are working with each other at all. So if you have a banned account I don't think that department is working with the account recovery department. That's why I don't think anything is happening.

I will keep waiting (not much else I can do). I just wish SE was more open and sharing with the process. There really is no reason for them not to be. Open lines of customer service can only help them.
#103 Mar 12 2008 at 8:57 AM Rating: Good
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369 posts
I have pretty much given up on waiting at this point, it's been over 2 months for me and no sign of change as of yet. So I'm going to move on with the thought that i'm not getting my account back, good luck to the rest of you guys/gals I really hope it works out for you all.
#104Theonehio, Posted: Mar 12 2008 at 9:07 AM, Rating: Sub-Default, (Expand Post) SE isn't open because PLENTY of companies aren't open with EVERY DETAIL of what goes on behind the scenes.
#105 Mar 12 2008 at 9:39 AM Rating: Excellent
26 posts
Theone.. go away.. You don't understand what you are talking about at all, again. The fact that one department of a company has absolutely no clue about the workings of another department is just retarded. And when asked if they can look into it, to give you more information, they refuse, saying they have nothing to do with that part of the process.

I really don't understand why you bother posting here nothing you say is of any use to anyone. Please again, take your "I know everything about everything" attitude and go somewhere else. There are major problems with the way SE is handling this, and defending them makes no sense at all. You're one of those people who likes to hear themselves talk aren't you? Do us all a favor, open up notepad and start typing, it's about as constructive as what you do here.

Nobody is asking for every detail, but more than "We will e-mail you when we are done" for two months would be nice. It isn't that they won't tell us everything, it's the fact that they won't tell us anything. And again it wouldn't be as bad, but I have not seen a single person with an account banned because of this who had it returned. No intelligent, reasonable person would even attempt to defend this.
#106 Mar 12 2008 at 9:53 AM Rating: Excellent
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2,552 posts
Quote:
SE isn't open because PLENTY of companies aren't open with EVERY DETAIL of what goes on behind the scenes.

They did say it could take from weeks to months especially based on where you are when they received info.


The issue is they arent saying ANYTHING at all and are being completely closed off about an issue that will be almost 6months down the road for many people. Why? No one is asking for a complete breakdown of the inner-workings of SE (we already know its quite sluggish) but a simple 'we are investigating and logging information about your specific account and our volume of forms is high so we please need you to wait - in return we will do *insert some trivial 'reward' here* this for you.

Its not rocket science, SE is trying to save face and dispel the issue via stonewalling - end of story. The customer service is horrible, i think they should consider drafting a better gameplan regarding this issue because its designed to promote compromising accounts.

Try calling them about your billing when the computer goes **** with your data around the 2-3rd of the month - they cant simply explain its a glitch? why must you have to figure that out on your own? its OBVIOUSLY a glitch yet they cant just say that and rather enjoy the phonelines being needlessly bogged.
#107 Mar 12 2008 at 3:15 PM Rating: Default
Can anybody clarify this statement or talk about it in a singular tense? It's from the STF's latest report on Feb 20th, 2008.

"However, even if a certain number of penalties are imposed each month on violators of the user agreement, as long as the total penalties do not exceed a set line, their accounts will not be banned. Therefore, a significant difference can be seen between individual accounts."

Does this basically mean that a player does not get banned for committing 1 act alone, but many acts over a period of time? Or are the penalties dependent upon the severity of the act? or both perhaps?

Also, just a hypothetical question: what would the STF or compromised account investigation team do if someone reported RMT activity on an account that has already been deemed compromised and has already been temporarily banned/frozen? lol.

Also, it's obvious to me that close to all of the accounts being sold, are by the original registrant. Or at least the original registrant authorized the sale at one time, and the accounts are now being re-sold -.- sorry to you guys who have lost accounts due to hacking, or w/e, but a lot of the so called "righteous" gamers are RMT themselves. They are exploiting SEs newest policy with regard to compromised accounts, by selling their accounts and then using the system to re-gain control, after they've sold it. I suppose it's pretty clever really, but I wonder if SE took this into account when they made the policy change.
#108 Mar 18 2008 at 9:39 AM Rating: Excellent
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1,719 posts
Well I called SE again today. It was really quick to get a support person this time. Dedra (sp?) was the account rep I got this time. She told me the same thing I get every week. "The investigation is still pending on this account".

Still I cannot imagine what's taking so long. It seems pretty cut and dry on my end but still I am left dangling in the wind.

Again another non update. Maybe next week I will have some super exciting news! :) Yeah right.
#109 Mar 18 2008 at 10:24 AM Rating: Excellent
CyrUrgit wrote:
Well I called SE again today. It was really quick to get a support person this time. Dedra (sp?) was the account rep I got this time. She told me the same thing I get every week. "The investigation is still pending on this account".

Still I cannot imagine what's taking so long. It seems pretty cut and dry on my end but still I am left dangling in the wind.

Again another non update. Maybe next week I will have some super exciting news! :) Yeah right.


Sorry to hear that CyrUrgit. I'm in the same boat as you are. They keep telling me exactly the same. Seriously I somehow got the feeling it's not that they are still investing but rather that they haven't started to investigate at all yet.
#110 Mar 19 2008 at 4:54 AM Rating: Good
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1,719 posts
Sorry you are having the same problems. All I can say is keep calling - be polite but firm with the reps. Maybe eventually they will get sick of the calls and speed up the process.

Like I have said many times I cannot even imagine what the holdup is. I have a spotless record on my account (no gm calls or any negative marks), a maxed out flist and am probably one of the most helpful players on my server. I actually answer people /shouts for help all the time.

You think SE would want people like me on the server. Not give me the run arround. I just don't understand.
#111 Mar 19 2008 at 7:24 PM Rating: Decent
26 posts
I called and was told the same thing they have told me for weeks. If they planned on doing nothing they would have told us I'm sure. So guess we just have to wait, hopefully whatever it is that's taking them so long gets resolved soon. See you again next time, and who knows maybe with some good news.. {/doubt}
#112 Mar 25 2008 at 12:19 PM Rating: Good
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1,719 posts
Happy Tuesday!

Talked with Terrance today. He sounded pretty miserable and was obviously hating life. I assume from many calls from people being banned recently.

Anyways he said my account is in Japan for processing and that's all he could offer. That my account was frozen (which I knew) and that there was a lot of corporate red tape holding up peoples accounts.

That is all. Have a good day all.
#113 Mar 25 2008 at 12:24 PM Rating: Good
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1,719 posts
5 minute apart double post O.o! Sorry :(

Edited, Mar 25th 2008 4:51pm by CyrUrgit
#114 Mar 25 2008 at 12:54 PM Rating: Decent
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211 posts
I have a question for those that got their character hacked. Are you still being billed monthly? Or force to cancel account till your character is restored?
#115 Mar 25 2008 at 3:05 PM Rating: Good
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1,719 posts
HRGeist wrote:
I have a question for those that got their character hacked. Are you still being billed monthly? Or force to cancel account till your character is restored?


SE has not billed me since I lost my account.

Some people do get hit with an extra month when they get their accounts back.
#116 Mar 27 2008 at 3:15 PM Rating: Good
26 posts
Wow amazing I have some actual news to report :D. I got an e-mail today from SE, wasn't much but I had to call in and give them some more info, last know login before I was hacked, ISP things like that. Said this is the last step before they return/ban for good. I asked how long it would be, and like always he couldn't say but said it shouldn't take as long as the last few steps. I had my paperwork in on Feb. 5th like 8 a.m. so if you sent yours in around the same time, should probably be hearing something from them soon. Good luck all.
#117 Mar 27 2008 at 4:21 PM Rating: Excellent
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1,719 posts
I got an update too - sounds just like yours. Here is a copy of the email I received.

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Dear Customer,

We appreciate your patience while we continue to investigate your compromised account claim. At this time, due to the information you have provided us, we are able to verify that you are the original registrant of the account in question. Currently, the account in question is set to a "Banned" status. Due to this complication, we are required to do additional investigation to understand if the action taken on the account occurred while the account was not under your control and is due to circumstance outside of your control. Pending the results of our investigation, we will be able to provide you with a final status of the account. We apologize for the continued length of time of our investigation and would like to assure you that we are doing everything possible to resolve this situation for you as quick as possible. Thank you for your understanding in this matter.

Please contact us back at 858-790-7529 with some additional information as this will assist us greatly in the investigation of your account. ISP that you normally use when you had access to the account Last known login

This information may have been provided in the past; however we are requesting this information again to help with our additional investigations.

You will need to provide the PlayOnline ID that has been claimed as compromised when a call is made to us as this will assist us with entering that information to the account as soon as possible and assist with our investigation

Thank you

Note: Please do not reply to this email. For all questions or concerns relating to this matter please contact the PlayOnline Information Center by chat or phone.


No virus found in this incoming message.
Checked by AVG.
Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008 8:52 AM

--------------------------*

So this is great news. The person who hacked me was in NY and I am in ME so we will definitely have different ISPs.

Maybe my account will actually be returned! I am very excited.
#118 Mar 27 2008 at 5:18 PM Rating: Excellent
26 posts
Yep that's the one. Who knows how long it will be before they are finished, but this is the first time I've gotten any news to make me think they are indeed checking these accounts out. I'm excited too hopefully it won't take too long.
#119 Mar 27 2008 at 5:19 PM Rating: Good
I wonder why I didn't get that kind of email yet but on the other hand they never told me to send them a notarized form since I had my account back already and changed my information back to what it used to be.

EDIT: Just called the customer service regarding my account. They didn't send any emails to me and it's still under investigation. The customer service agent told me that those emails a lot of people received were send to those that didn't know they were banned and from which they needed additional information and that I wasn't one of them. Just relieved not receiving anything from SE isn't a bad sign. ^^

Edited, Mar 28th 2008 8:49pm by CaldorDarkKnight
#120 Mar 27 2008 at 6:41 PM Rating: Decent
Ran by this thread by mistake and read the first like 7 posts.

Not gonna say something that will raise hopes cause well I have never had any good news from that company :P

Back in late August I had to reinstall this on my 360, I put my content ID on my sticky note on top my FFXI booklet. After that, I went to bed, next day I looked in the back of my booklet where I had a content ID written in it. (catch my mistake yet? :P) Said some stuff about my account being messed up something about payments etc.

I called playonline etc, they said they were pending an investigation. I called in every day for two weeks and they just kept saying they would call when they got to it, cause they had others before mine, which was understandable.

After the 2 weeks I caught the mistake and logged onto my (orignal ps2 account) the one in the back of the book was the free account for the 360. ><;;;

I called back just to see what they would say after about 2 months. They said the same thing, when we get to your turn, we will call you. Here is is March and they have yet to ever call. XD They.... I have no faith in them.



Edit* but I am hoping you all get your accounts back, being stolen from is the worst feeling, next to herpes

Edited, Mar 27th 2008 10:44pm by peaceofstudent
#121 Mar 28 2008 at 9:03 AM Rating: Good
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1,719 posts
Called today - got Deadra (sp?) and she asked for my email addy. I gave it to her and then she asked for the specific question I was told to verify in my letter. I did and she sent me on my way.

Seems they have a pretty good system for tracking accounts and all this mess - just not a fast one.

I would be surprised if I hear anything back within a few months but hey SE has done some great things in the past maybe this will be another one.
#122 Mar 28 2008 at 11:26 AM Rating: Decent
Just want to remind players to be careful with their accounts. I just got my stolen acct back and it was stolen by a Elvaan BLM 75 with relic armor red short hair from Migard server home nation Sandy. I do not know his name but if anyone knows someone matches this description please let me know so i can deliver a message to him...thank you
#123 Apr 01 2008 at 10:50 AM Rating: Excellent
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1,719 posts
Well today's update is a bummer. I talked to Richard who as I stated before seems to be a little more clued in on things. He said that from a corporate standpoint it wouldn't make sence to return my account.

He said that because I was able to recover my account (for a whole 3 hours) that I was the last login and that would not reflect well. So all the effort I put into recovering my account actually worked against me here. Aint that a kick in the balls? But in the same breath he said I should not worry about it. A little confliciting but everything with SE seems to be conflicting in regards to the compromised accounts.

He said that was nothing final and from a logical standpoint I should get it back but SE relies on policy not logic to resolve account related issues.

So I think he is more than just a rep or maybe he just likes to act like more than a rep but he usually seems to be pretty dead on.

Feeling pretty negative about the situation right now. I think I have been holding out too much hope SE would do the right thing.

We shall see in the comming weeks.
#124 Apr 01 2008 at 11:20 AM Rating: Good
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369 posts
wow man that is some major BS, sorry to hear that. I really hope you get the account back and soon.
#125 Apr 01 2008 at 11:51 AM Rating: Excellent
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2,081 posts
Quote:
Well today's update is a bummer. I talked to Richard who as I stated before seems to be a little more clued in on things. He said that from a corporate standpoint it wouldn't make sence to return my account.

He said that because I was able to recover my account (for a whole 3 hours) that I was the last login and that would not reflect well. So all the effort I put into recovering my account actually worked against me here. Aint that a kick in the balls? But in the same breath he said I should not worry about it. A little confliciting but everything with SE seems to be conflicting in regards to the compromised accounts.

He said that was nothing final and from a logical standpoint I should get it back but SE relies on policy not logic to resolve account related issues.

So I think he is more than just a rep or maybe he just likes to act like more than a rep but he usually seems to be pretty dead on.

Feeling pretty negative about the situation right now. I think I have been holding out too much hope SE would do the right thing.

We shall see in the comming weeks.


This is just terrible mate, and you have been so patient too. I really feel bad for you, and SE have really, really dropped the ball on this in so many ways it's unbelieveable.

I really hope that they eventually see sense and get this god awful customer service situation sorted out.

Best of luck sir, keep us posted.
____________________________
When I'm good they never remember,
When I'm bad they never forget
#126 Apr 01 2008 at 12:10 PM Rating: Good
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1,422 posts
And the hits just keep coming >< My sympathies, CyrUrgit, because you definitely do NOT deserve this sort of jacking-around

As has been said before, SE could have come out of this whole mess looking like heroes when this started 5 months ago, by locking and investigating the accounts when they were first reported as compromised (24/7 customer support service and/or GMs with the ability to lock accounts would have been, and still would be, a great help in this regard).

The way that SE actually HAS handled this issue, by blaming the victim (if not outright accusing them of using third party programs and/or RMT), keeping them hanging for months on end, and continually making them jump through more and more ridiculous hoops (Notarized forms? What do you want next, blood samples and birth certificates?), is, in my opinion, nothing short of reprehensible.

I'm still hoping that they ultimately see reason, but it's getting real hard to stay even slightly optimistic when they keep bumbling about like Keystone Cops on LSD.
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