Attention players with Compromised Accounts

[oxx2]

holy shit update

called SE got richard super cool dude was nice and non confrontational helped me out in filling out a compromised account form. Then confirmed that i have had my account compromised by a "3rd party" and then locked the account.

They emailed the form for Canadian ppls and i am going to go fill it out and what not shortly.

I don't even care if i get my account back, frankly im happier without ffxi but at least the douche who stole it is beat now.

Chalk 1 up to SE

[Bigmule]

After they get it and send me new passwords or whatever they plan on doing to give us control of the accounts I'm going to wait to see what they do for the rest of you before reactivating it. I'm not going to bother spending even the measly $15 to do it if they are only offering them back "as is." I'm sorry but we shouldn't be treated like junkie's and just accept the bare minimum they are offering us back when they have the capability to actually make things right. I don't want to log onto a character renamed Tafdaslkfjasdbyaoudfjahyb on some random server the RMT moved it to with all my .

I for one agree, and hope there are others. I am so tired of calling just to be told that I have to wait longer. I have been following this thread since the first post, and called in immediately that Friday evening. I was told that a manager would be contacting me shortly, maybe not that evening since it was so close to closing time, but definitely the following Monday. I waited patiently, and of course no call ever came. No email ever came. No communication whatsoever. I've called back several times since, and have always been told I'd have to wait. No CSR ever told me to fill out a compromised account form. Any information I have received I've gotten from this post (thanks for keeping it on topic btw!). When i caught wind of this notarized letter, I waited patiently to receive it in my email. Of course I've received nothing. I just got off the phone with a CSR about 15 minutes ago, who told me that they are sending out so many emails their servers (yes he said serverS) are bogged down. I'm not a computer guru, but are there really that many accounts that a blast email would take days to send? The most frustrating thing for me has been being told over and over that I would be contacted, when in fact they have no plan ever to reach out to me. Am I alone here? It seems several people are still waiting for the email. Not surpisingly, they are still able to send a billing email to me saying that my account has been suspended for nonpayment. Is anyone getting it straight from the CSR's or are they simply feeding us crap to get us off the phone as soon as they can?

[ronin sparthos]

Ya i was told at one point that i would be contacted (early jan) but not until i called back 2 weeks later did i know that the paperwork wasnt filed and nothing had been done. I called again and was told that id be getting email, i got it a few days ago but now the GM policy is having me scratch my head.

[Marajade]

holy shit update

called SE got richard super cool dude was nice and non confrontational helped me out in filling out a compromised account form. Then confirmed that i have had my account compromised by a "3rd party" and then locked the account.

They emailed the form for Canadian ppls and i am going to go fill it out and what not shortly.

I don't even care if i get my account back, frankly im happier without ffxi but at least the douche who stole it is beat now.

Chalk 1 up to SE

Can you host the PDF of the canadian form for those of us waiting for it? They've failed the 4 times I called them to email it to me.

[Ravenskye]

After they get it and send me new passwords or whatever they plan on doing to give us control of the accounts I'm going to wait to see what they do for the rest of you before reactivating it. I'm not going to bother spending even the measly $15 to do it if they are only offering them back "as is." I'm sorry but we shouldn't be treated like junkie's and just accept the bare minimum they are offering us back when they have the capability to actually make things right. I don't want to log onto a character renamed Tafdaslkfjasdbyaoudfjahyb on some random server the RMT moved it to with all my .

I for one agree, and hope there are others. I am so tired of calling just to be told that I have to wait longer. I have been following this thread since the first post, and called in immediately that Friday evening. I was told that a manager would be contacting me shortly, maybe not that evening since it was so close to closing time, but definitely the following Monday. I waited patiently, and of course no call ever came. No email ever came. No communication whatsoever. I've called back several times since, and have always been told I'd have to wait. No CSR ever told me to fill out a compromised account form. Any information I have received I've gotten from this post (thanks for keeping it on topic btw!). When i caught wind of this notarized letter, I waited patiently to receive it in my email. Of course I've received nothing. I just got off the phone with a CSR about 15 minutes ago, who told me that they are sending out so many emails their servers (yes he said serverS) are bogged down. I'm not a computer guru, but are there really that many accounts that a blast email would take days to send? The most frustrating thing for me has been being told over and over that I would be contacted, when in fact they have no plan ever to reach out to me. Am I alone here? It seems several people are still waiting for the email. Not surpisingly, they are still able to send a billing email to me saying that my account has been suspended for nonpayment. Is anyone getting it straight from the CSR's or are they simply feeding us crap to get us off the phone as soon as they can?

Unfortunately you have to keep calling back. Unless it's one of the helpful ones I've seen mentioned in the blog or I've spoken with I just hang up now until I get someone I've spoke with before who is helpful. Wow, you received a suspension letter for non-payment ? What did PoL think was going to happen after you called in and told them that wasn't your CC info? Can you tell them to "be Patient" while they investigate this matter and they will receive payment when they are done? You can copy the form Ronin and Jeny have made a piece it should have mailing address on it, but it's in Ronin's signature and Jeny put link on the 1st page in the update section Thank You Jeny and Ronin ! That way you don't have to wait for the E-mail . Hope that helps you some.

[oxx2]

holy shit update

called SE got richard super cool dude was nice and non confrontational helped me out in filling out a compromised account form. Then confirmed that i have had my account compromised by a "3rd party" and then locked the account.

They emailed the form for Canadian ppls and i am going to go fill it out and what not shortly.

I don't even care if i get my account back, frankly im happier without ffxi but at least the douche who stole it is beat now.

Chalk 1 up to SE

Can you host the PDF of the canadian form for those of us waiting for it? They've failed the 4 times I called them to email it to me.

they said they emailed it to me also it hasnt arrived in 3 hours

called in a second time and asked another rep to resend it but still nothing. he said wait till monday cuz they are lagged -.-

[Draxy]

I'm in the same boat as some of the other people. Called in early January, was told to wait for a call. Call never came. Called back the other day and was told to wait for an email. The email never came. Called back again and the guy basically said -- go ahead and download the form from someone else and fill it out to send it in. Since I never got the email, and this morning I had my form notarized and sent, did they outline what the next step would be? I understand that they want you to make sure that you send your form certified, or priority so that you can track it, but did they say when it was appropriate to call back to inquire about the account after it has been received? I am just curious because I have no problem being patient, but if they mentioned a time-frame that I missed somewhere I'd like to know.

[Ravenskye]

No time frame was mentioned only:

Once the form is received we will continue our investigation and contact you by
email with further instructions or a request for additional detail if necessary.

sorry

[Bungee]

I'm in the same boat as some of the other people. Called in early January, was told to wait for a call. Call never came. Called back the other day and was told to wait for an email. The email never came. Called back again and the guy basically said -- go ahead and download the form from someone else and fill it out to send it in. Since I never got the email, and this morning I had my form notarized and sent, did they outline what the next step would be? I understand that they want you to make sure that you send your form certified, or priority so that you can track it, but did they say when it was appropriate to call back to inquire about the account after it has been received? I am just curious because I have no problem being patient, but if they mentioned a time-frame that I missed somewhere I'd like to know.

It doesn't looks like they provided a timeline. It just says they will investigate and get back to you. My form should be arriving at SE today. I plan on calling later this afternoon just to make sure they got it and ask about what to expect next.

[Frostfire]

A lot of people have been saying they didn't get the emails from SE. BOTH times their emails to me were in my spam folder, and i had to go tho several hundred junk emails to find them.
These are the addresses SE is sending from, add them as your contacts to prevent it from going in your spam folder.

[email protected]

and

[email protected]

[oxx2]

nothing in mah spam folder except for ppl telling me my penis is too small

[Marajade]

When I received the first one it wasn't in my spam folder. And northing's shown up in my spam folder since then

[Frostfire]

Even if you didn't get the email, you can still fill out the form and send it to them.

[Gergall]

Even if you didn't get the email, you can still fill out the form and send it to them.

There is a post earlier in this thread (or perhaps one of the related threads) from a user stating that one of the "good" reps told them you MUST call up to get your account flagged as "compromised" as part of the process.

One might speculate that if the rep failed to email you the form, they probably also failed to flag your account properly.

[Emmaliz]

I posted in the other thread about my account...I sent in my notarized form and they received it today. I got an email from them today telling me they received and for me to call them...I did and got my account back, as-is.

Richard, SE customer service said I had to contact a GM regarding my items. Contacted a GM as soon as I got my account back. He said:
"Please be advised that the Item Restore policy only covers items that have been Dropped, Thrown, Eaten or sold to NPCs. The Item Restore investigation may take up to 3 days to complete and there is no guarantee that we will be able to locate or restore any items lost from your account."

I mentioned my stuff was traded to other characters in Sandy and sold on AH, my stuff was not dropped, thrown, eaten or sold to NPCs...he said: "Again, I am very sorry to hear this, Please understand that we will investigate this matter thoroughly and attempt to retrieve as much as we can. We will try to get whatever we can under the current Item Restore policy."

I have to contact SE again on Monday regarding moving me back to my original server as well as getting my 2 mules back since they were deleted.

[oxx2]

emm how long did u have to wait between getting the form mailed and for them to give you your toon?

[Bigmule]

I posted in the other thread about my account...I sent in my notarized form and they received it today. I got an email from them today telling me they received and for me to call them...I did and got my account back, as-is.

Richard, SE customer service said I had to contact a GM regarding my items. Contacted a GM as soon as I got my account back. He said:
"Please be advised that the Item Restore policy only covers items that have been Dropped, Thrown, Eaten or sold to NPCs. The Item Restore investigation may take up to 3 days to complete and there is no guarantee that we will be able to locate or restore any items lost from your account."

I mentioned my stuff was traded to other characters in Sandy and sold on AH, my stuff was not dropped, thrown, eaten or sold to NPCs...he said: "Again, I am very sorry to hear this, Please understand that we will investigate this matter thoroughly and attempt to retrieve as much as we can. We will try to get whatever we can under the current Item Restore policy."

I have to contact SE again on Monday regarding moving me back to my original server as well as getting my 2 mules back since they were deleted.

This is yet another inconsistency. I had take some time off from FF before I came back in November, and when I came back was missing my tavnazian ring. An LS member of mine told me that GM should be able to help me so I placed a call. Now I know it's no big ticket item, but I called a GM and he literally said I was lucky that I had any of my gear at all, thanks for calling, goodbye. I feel bad for the people who got hit the hardest and are going to have to call GMs over and over until they get one of the "good" ones.

[Emmaliz]

emm how long did u have to wait between getting the form mailed and for them to give you your toon?

I got the form on Wed. evening, I went Thursday morning, had it notarized and overnight priority (so it got there by 10:30 am) and I didn't get the email until 5pm-ish Friday. Called around 7pm (didn't see the email till then), first SE rep said I had to call back b/c I needed a manager and they were all in a meeting (he said to call back in 20, I called back in 5)...got Richard next and he said I confirmed all the information and he reset my PW right then and there.

This is yet another inconsistency. I had take some time off from FF before I came back in November, and when I came back was missing my tavnazian ring. An LS member of mine told me that GM should be able to help me so I placed a call. Now I know it's no big ticket item, but I called a GM and he literally said I was lucky that I had any of my gear at all, thanks for calling, goodbye. I feel bad for the people who got hit the hardest and are going to have to call GMs over and over until they get one of the "good" ones.

I think somewhere I read they could only go so far back? But I'm not sure if this is the reason you weren't able to get your ring back or not.

[Emmaliz]

From GM Caoldoboge
Subject: Regarding Item Restoration

The Item Restore Investigation has been completed.

Unfortunately, we were unable to find sufficient evidence of the item loss, and we cannot restore the lost item. If you wish to provide any additional information about this issue, please contact a GM using the /helpdesk feature. We apologize for the inconvenience.

[Tenken no Soujiro]

From GM Caoldoboge
Subject: Regarding Item Restoration

The Item Restore Investigation has been completed.

Unfortunately, we were unable to find sufficient evidence of the item loss, and we cannot restore the lost item. If you wish to provide any additional information about this issue, please contact a GM using the /helpdesk feature. We apologize for the inconvenience.

Completely unacceptable. I can't say I'm surprised though this is how it was going to turn out. Deep down I knew that if they were ever going to do anything that it would be the absolute bare minimum and not truly be anything close to an actual fix for the problem. It's a fix for them though because they are going to get paid again because they know that probably 95% of the people that got hacked are so addicted that they will do and accept anything to get the account back to play again. Their phone lines and billing will go back to normal so it's a win-win situation for SE. I just wish I would have trusted my gut instinct 2 months ago about how they would really deal with this. All those phone calls, waiting for callbacks that would never happen, jumping through hoops, what a waste.

They could've come out of this like heroes and actually come up with a way to do true restores of the accounts, give you your items back, put you back on your original server with your original name but instead they took over two goddamn months to come up with, "notarize this form and we'll return your account as the RMT left it." The STF talks about how they can trace anything back no matter how far but they somehow can't do that in this case? Except for the few that already got their accounts back one way or another by catching them in the process or getting a lucky rep to change the password, the rest of us have most if not all of our data from our accounts stored on our PC's pre-rape by the RMT. That's how AltanaCubby works. They could've figured out a way to export those files and fix virtually everything on the accounts, then come up with another way to help the minority that were able to retrieve the account after the hijack and log on, changing that record of what your inventory looked like before the hack. I'm sure there's other ways they could've restored them but it looks like this is all they are offering so it's up to us whether we are going to shut up bend over and take it, walk away, or continue fighting and harassing them hoping they'll change.