Attention players with Compromised Accounts

[Kyo]

I recieved my email a day ago, and I contacted Customer Report and they verified my Info and returned my account. The person sold my hagun, 40 million in currency gone, 30 million in gil gone, sold my hauby +1, byrnie +1, -1 cursed cap, cerb mantle sold, alky's sold, had a fucking warewolf belt on my monk when I have a black belt.../ tossed my stage 3 GK delvled my ranger and thief, which had capped buffers. Needless to say I requested a rollback and the Gm told me it could take 7-14 days to complete the roll back. More than likely would be the latter. Account was hacked around Feb 15th and returned June 24th.

[Kyouri]

Has anyone experienced them not freezing the account..? I called once early the morning my character got hacked and they said they'd mark it for freezing at 3AMpst, so the character was just running around as RMT all day.. I ask a GM about it later that night when the character is still running around they tell me there's nothing that they can do it call in the morning. I called in the morning and.. character is STILL running around. So beware Bahamut you have RMT doing as he pleases. >.<

[tetoru]

I finally got my Game Data Recovery Completion e-mail... I'm VERY confused right now.

Dear Customer,

We would like to give you an update regarding the game data recovery request for a compromised account.

We have completed our investigation based on the information you provided. At the conclusion of the investigation, we were able to find evidence of the PlayOnline ID being accessed by a third party. Due to this, we were able to fulfill your request for game data restoration and have released the log-in restriction for the PlayOnline ID.
Please log onto Final Fantasy XI and confirm the recovered data.
If there are any issues with the recovered data, please do not reply to this email. For further assistance, please contact the Information Center.

Please be aware that as the recovery request has been fulfilled, we will be unable to process any other game data recovery requests for a compromised account in the future from you, regardless of the reason.
To prevent the account from being compromised, please keep the log-in information safe.

IMPORTANT NOTICES
-Items in delivery and auction will NOT be reimbursed.
-A character name change will be necessary if the previous name is already in use. -Please follow the instructions and create a new name.

We appreciate your continued use of PlayOnline services.

So... They stated they don't have evidence of 3rd Party access and couldn't fulfill my request for recovery, however the e-mail also stated that my data had been recovered... can anyone help clarify? (I'll probably find out soon as I am updating FFXI...) I know you got this same e-mail, cdgreguh. Mind giving me some info?

[tetoru]

Nvm, I got everything back... all of it. /cry

Love you all.

[ronin sparthos]

I finally got my Game Data Recovery Completion e-mail... I'm VERY confused right now.

Dear Customer,

We would like to give you an update regarding the game data recovery request for a compromised account.

We have completed our investigation based on the information you provided. At the conclusion of the investigation, we were able to find evidence of the PlayOnline ID being accessed by a third party. Due to this, we were able to fulfill your request for game data restoration and have released the log-in restriction for the PlayOnline ID.
Please log onto Final Fantasy XI and confirm the recovered data.
If there are any issues with the recovered data, please do not reply to this email. For further assistance, please contact the Information Center.

Please be aware that as the recovery request has been fulfilled, we will be unable to process any other game data recovery requests for a compromised account in the future from you, regardless of the reason.
To prevent the account from being compromised, please keep the log-in information safe.

IMPORTANT NOTICES
-Items in delivery and auction will NOT be reimbursed.
-A character name change will be necessary if the previous name is already in use. -Please follow the instructions and create a new name.

We appreciate your continued use of PlayOnline services.

So... They stated they don't have evidence of 3rd Party access and couldn't fulfill my request for recovery, however the e-mail also stated that my data had been recovered... can anyone help clarify? (I'll probably find out soon as I am updating FFXI...) I know you got this same e-mail, cdgreguh. Mind giving me some info?

Call a GM, you are not the first person to get these mixed signal emails. You can access one from POL if you try to log in.

[Omnipotent]

Nvm, I got everything back... all of it. /cry

Love you all.

ggggrrrrraaattssss

[Akumaronin]

Good:Got my e-mail today at 9:45 PM PST, which was odd.
Bad: They wouldn't let me change my password before this, and so I have to wait until 9 AM tomorrow to call them to change it. When it was hacked I panicked and immediately had them lock it and begin the rollback (I'd done some snooping via FFXIAH and found that my character had purchased a bronze piece on Seraph.) They didn't change the password at all, so it's still whatever the thief changed it to.

[DeliciousFurry]

Just got main account back yesterday. The account had been in stasis for some time with most of the gil items moved onto another account (thankfully). I did notice, after it had been returned to me, that most of my kingdom seals had been used up. (3 full stacks reduced to 71) Additionally, my inventory was ladened with a heart snatcher, anubis knife, and various stones that drop from ks30's. Whoever had the account had enough brains to clean out my assault points from all areas, CP, and IS but didn't touch 7 full stacks of beastman seals >.> (kraken club bc anyone?). 3 weeks wait time for me and the account was compromised in november of 2007 for all those wondering.

Yeah, next time try and not sell your account for 300$ then go back and jack it from the buyer, Woe.

[Iremire]

Account was hacked August 2007. I've contacted pol 2 times since then and have yet to receive an E-mail regarding the notary. Only E mail I have gotten an e mail asking for my ISP and replied to that about a month ago. Talked to them again the other day was told they would send me an E-mail with details on how to recover my account within 24hours. It's been 3 days. Anyone else run into something similar?

[Omnipotent]

Account was hacked August 2007. I've contacted pol 2 times since then and have yet to receive an E-mail regarding the notary. Only E mail I have gotten an e mail asking for my ISP and replied to that about a month ago. Talked to them again the other day was told they would send me an E-mail with details on how to recover my account within 24hours. It's been 3 days. Anyone else run into something similar?

My friend is in the exact same situation. They won't even reveal that they received the letter you sent them.

[Dalmbraast]

It really depends on who you talk to. When I was in the process of getting my account returned (all six months of it ><), various reps would have varying degrees of information. Whether or not this is actually just some reps feeding you lines or if some are willing to bend company policy a bit for customers, who knows. There are definitely some reps (Terrence) who were willing to go an extra step to try to give you something and then other reps (Joe. I hate this douche.) who won't give you the time of day.

However, one time when I called in, I got a rep I'd never spoken to before and gave her my account and told her I hadn't heard anything a while and if she could tell me exactly what my account had been flagged for. She "looked something up" for me and then told me the stage my account was at (flagged as compromised, and locked; sent notary email; received notary form; pending further investigation). She couldn't give me any information after that, of course, but after dealing with various reps, I've come to believe that they have access to more information than they let on. Of course this is all guessing and circumstantial.

Regardless, g'luck hearing back from them. If they say 24 hours, they really mean upwards of a week .

[Omnipotent]

Well, my friend got hacked 2x. First time took him about 2 months. Now he JUST got the verification email, so the second time took about a week. Sent notary Thurs, received verification email on Thurs. So a week exactly!

[Kyouri]

Lucky those of you that can get your account even locked. I've called there at least 5-6 times now, each time saying they'll lock the account ASAP but don't, I STILL see the character running around on Bahamut. WTH. Anyone else have THIS problem? >_< I thought maybe things would get settled in a timely manner considering I realized the compromise happened within hours afterwards and contacted SE immediately. Why the hell won't they lock the account!?

[Iremire]

I'm probably going to try and contact them again tomorrow and see if i get a more helpful rep. I would just like to receive that notary form that would at least make me feel like there was some progress being made. It's getting close to that year mark since we reported it.

[Kyo]

If you want I can email u that form if you think it'll help get the ball rolling, it took me calling 3 times to get the email sent, each time they said they sent it, I added the compro address as a contact and got it 4 days later, let me know and ill email it to yah, goodluck if not.

[Omnipotent]

When I called them, I did not get off the phone until I received the email. Wasn't hard, they just click and send. You have to be a real asshole to get their attention, and act like your the person in charge not them.

[Omnipotent]

Ca anyone tell me how a rollback works? Friend is gonna need to initiate one. Just need the steps and such. THANX!

[cdgreg]

Ca anyone tell me how a rollback works? Friend is gonna need to initiate one. Just need the steps and such. THANX!

Here's an abridged version of how mine went:

1. Called since my PW was changed when I got home
2. Logged in (did not let the operator off the phone until I checked my account)
3. Told operator everything was gone, I was on a different server, what could I do?
4. Operator offered investigation/roll-back, gave me a 3 min speech which I had to say "I agree" to. This basically guarantees that you can only do it once, and if you don't get everything back it's too f'n bad.
5. #4 started the process of investigation>rollback and locked down my account. I was told to wait 7 days for an e-mail, if I didn't have an e-mail by then to call POL Back.
6. In 7 days I called POL, they told me there's nothing they can do or no update to give since the investigation/rollback was done by a different department in Japan. I was further told to wait for an e-mail.
7. After 3-4 weeks I received an e-mail stating the investigation was complete, there was evidence found my account was accessed by a 3rd party and to call POL.
8. I called POL, they reset my PW since when it goes into lockdown mode they do not give it to you.
9. I logged in and everything was back to normal apparently rolled back to the most recent /logout before the hacking.


btw you're so serious today Omnipotent unlike your regular crafting central posts!

[Omnipotent]

Ca anyone tell me how a rollback works? Friend is gonna need to initiate one. Just need the steps and such. THANX!

Here's an abridged version of how mine went:

1. Called since my PW was changed when I got home
2. Logged in (did not let the operator off the phone until I checked my account)
3. Told operator everything was gone, I was on a different server, what could I do?
4. Operator offered investigation/roll-back, gave me a 3 min speech which I had to say "I agree" to. This basically guarantees that you can only do it once, and if you don't get everything back it's too f'n bad.
5. #4 started the process of investigation>rollback and locked down my account. I was told to wait 7 days for an e-mail, if I didn't have an e-mail by then to call POL Back.
6. In 7 days I called POL, they told me there's nothing they can do or no update to give since the investigation/rollback was done by a different department in Japan. I was further told to wait for an e-mail.
7. After 3-4 weeks I received an e-mail stating the investigation was complete, there was evidence found my account was accessed by a 3rd party and to call POL.
8. I called POL, they reset my PW since when it goes into lockdown mode they do not give it to you.
9. I logged in and everything was back to normal apparently rolled back to the most recent /logout before the hacking.


btw you're so serious today Omnipotent unlike your regular crafting central posts!

lol. Thanx for the info. and I am only serious because I once had my account hacked and I got it back before the whole rollback was brought to working. So everything I lost was lost and now my friend doesn't have to go through what I did. Crafting sets my mood a little differently . If I don't go into my crafting phase without a sense of humor. I'll contimplate suicide.

[Khrno]

Hmmm, a friend had a problem 2 years ago, got his items dropped and the character deleted, SE said they could restore the character, but there was nothing that could bedone about the items, so my friend gave me his account so I could use for muling/2-boxing purpouses in his already 40ish mule.

A year ago I tried contacting SE and they said to me same thing about the character restoration but no items, what I'm coming to is, with all the recent changes to the policy about hacked accounts and stuff, might we have better luck this time around? Or 2 years is too late already?