Attention players with Compromised Accounts

[Suteru]

Recently, it has come to Square Enix's attention that an unfortunate number of players have lost access to accounts due to their becoming compromised by a third party. As such, we have devised a process that will allow these players to regain access to their accounts.

Effective immediately, the PlayOnline Information Center will begin assisting those customers who have lost access to an account due to it being compromised. Through identity confirmation, the PlayOnline Information Center will be returning account access to the original registrant. This process is currently going into effect to help restore account access to the original registrant as quickly as possible. Once access has been regained, the customer will then be able to seek reimbursement for lost items per our current item restoration policy.

Please contact the PlayOnline Information Center immediately should you find you have lost access to an account. We cannot guarantee we can assist everyone in these cases, but we will attempt to restore account access when possible. Additionally, by contacting us as soon as possible, it will allow us to take action to limit changes to the account, and help restore access to the original registrant as quickly as possible.

Official.

http://www.playonline.com/ff11us/polnew ... 2495.shtml

[Bungee]

Recently, it has come to Square Enix's attention that an unfortunate number of players have lost access to accounts due to their becoming compromised by a third party. As such, we have devised a process that will allow these players to regain access to their accounts.

Effective immediately, the PlayOnline Information Center will begin assisting those customers who have lost access to an account due to it being compromised. Through identity confirmation, the PlayOnline Information Center will be returning account access to the original registrant. This process is currently going into effect to help restore account access to the original registrant as quickly as possible. Once access has been regained, the customer will then be able to seek reimbursement for lost items per our current item restoration policy.

Please contact the PlayOnline Information Center immediately should you find you have lost access to an account. We cannot guarantee we can assist everyone in these cases, but we will attempt to restore account access when possible. Additionally, by contacting us as soon as possible, it will allow us to take action to limit changes to the account, and help restore access to the original registrant as quickly as possible.

Official.

http://www.playonline.com/ff11us/polnew ... 2495.shtml

I just got off the phone with POL. It looks like they will send you an email with instructions on how to get your account back (still waiting for the email). You will need to get the document notorized and return the original back to them. They will review it and determine if they will restore your account to you. This is most likely going to happen, but I guess it is case by case. If they return your account, they will try their best to restore your account back to how it was before the account was stolen. As for info to verify before they will send you the email it goes as follows:

Name
DOB
Last 4 of POL reg code
first and last 4 of current or past credit card on file.

Good luck all. I will try and post more when I get the email.

[setzor]

I just called, she had me on hold for a while, came back and was like "i see your account is frozen and under investigation, and that you are on the list to be contacted very shortly, but you never gave us an email address." I was like "yea i called earlier today and asked about that and got shrugged off" she was like "well go ahead and give me the email address" and i did, she said I should be getting the email pretty quickly. oh mann... the excitement and hopes are going up again... pleeease let this be IIIITTT...

[Manalek]

So my account was finally locked. The guy on the phone told me it was locked and sent on for investigation on the 18th of this month. So its been almost two weeks. I wonder how long it takes for them to investigate and send me that email. I hope I didnt accidentally delete it >.>

[Bungee]

So my account was finally locked. The guy on the phone told me it was locked and sent on for investigation on the 18th of this month. So its been almost two weeks. I wonder how long it takes for them to investigate and send me that email. I hope I didnt accidentally delete it >.>

You might want to call again and specifically ask about the new policy. They asked me for my email address and phone number even after giving it to them in earlier calls....

I'm still waiting for the new email with the instructions. If anyone has gotten it, please post details :D

[Ravenskye]

Once again the right hand doesn't know what the left is doing because I got a whole different story from "Joe" He said it was for "newly" compromised accounts and it allowed the CSR taking the call to send the forms up for investigations instead of having to go through a Supervisor.Also stated after a Supervisor called was suppose to get a certified letter (nothing about an e-mail). Supervisor called me Jan 4 and I haven't received a letter or e-mail.

[setzor]

Once again the right hand doesn't know what the left is doing because I got a whole different story from "Joe" He said it was for "newly" compromised accounts and it allowed the CSR taking the call to send the forms up for investigations instead of having to go through a Supervisor.Also stated after a Supervisor called was suppose to get a certified letter (nothing about an e-mail). Supervisor called me Jan 4 and I haven't received a letter or e-mail.

call back and try again ...

[ringthree]

Once again the right hand doesn't know what the left is doing because I got a whole different story from "Joe" He said it was for "newly" compromised accounts and it allowed the CSR taking the call to send the forms up for investigations instead of having to go through a Supervisor.Also stated after a Supervisor called was suppose to get a certified letter (nothing about an e-mail). Supervisor called me Jan 4 and I haven't received a letter or e-mail.

Have you called since they made this announcement?

[Ravenskye]

yes got off the phone with them at 3:00pm EST

[Dalmbraast]

Once again the right hand doesn't know what the left is doing because I got a whole different story from "Joe" He said it was for "newly" compromised accounts and it allowed the CSR taking the call to send the forms up for investigations instead of having to go through a Supervisor.Also stated after a Supervisor called was suppose to get a certified letter (nothing about an e-mail). Supervisor called me Jan 4 and I haven't received a letter or e-mail.

Joe is a dick. He's the first rep that I talked to and I don't think he know a goddamn thing about what's going on and he clearly doesn't give a shit about his job. If I one day talk to a supervisor, ima mention him.

[Ravenskye]

ok new story now just got off the phone with Richard and he said a Supervisor should be calling me very soon (but no eta as the call volume just went up) and when the Supervisor calls he will go over the steps and e-mail address. Trust me I'll be bringing his name "Joe" up in this conversation when I get the call. Since he told me I was "lucky he was even helping me at all ".

[Manalek]

anyone who has been called yet have a number on your caller ID? i figure the last 4 will be different depending on what sup. calls...but the first numbers would probably be all the same. Only reason i ask is because i get 800 numbers calling me 100 times daily(not really, but yea) and Id hate to have to start picking up the phone for every call and having to cuss out hundreds of telemarketers who are just trying to earn a paycheck

[Sandhawk]

I just got an email from POL, They sent me a pdf file to print, fill out, and mail in. Problem is...I have no idea what address was used when registering the account :-/

[Bungee]

I just got an email from POL, They sent me a pdf file to print, fill out, and mail in. Problem is...I have no idea what address was used when registering the account :-/

hmm, I'm still waiting for the email...

Does it have to be the original address that was used to create the account or the last one on file before the account was stolen?

[setzor]

I just got an email from POL, They sent me a pdf file to print, fill out, and mail in. Problem is...I have no idea what address was used when registering the account :-/

would you mind listing all the info they ask for so that the rest of us can try and gather that info early?

ugh and they want it mailed? not faxed? fuck...

[Sandhawk]

I just got an email from POL, They sent me a pdf file to print, fill out, and mail in. Problem is...I have no idea what address was used when registering the account :-/

would you mind listing all the info they ask for so that the rest of us can try and gather that info early?

The email asks for Name, current address, original address, and the aprox date the account was comprimised. Have to print it, sign it, and mail it back

Edit:

ugh and they want it mailed? not faxed? fuck...

yeah

[Bungee]

I just got an email from POL, They sent me a pdf file to print, fill out, and mail in. Problem is...I have no idea what address was used when registering the account :-/

would you mind listing all the info they ask for so that the rest of us can try and gather that info early?

The email asks for Name, current address, original address, and the aprox date the account was comprimised. Have to print it, sign it, and mail it back

Edit:

ugh and they want it mailed? not faxed? fuck...

yeah

So is true that you need to get it notorized?

[Sandhawk]

Dear Customer,

Per our discussion I am sending this form to you for additional verification regarding an account you feel has been compromised. Please fill out the information requested on the attached document to the best of your knowledge. Have a Notary Public sign and stamp the form, then mail the form to us via USPS, FedEx or other delivery service. We strongly recommend that you send this as certified mail so you will have a receipt of delivery. Once completed, please return the form to the address listed below.

Important: Please submit the original, notarized document only. Facsimiles / Copies and other electronic versions of the notarized document will not be accepted. 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.

Send To:
PlayOnline Information Center
999 N Sepulveda Blvd 3rd Floor
El Segundo, CA 90245

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.

Notarized...great, Ill never get my account back

[setzor]

Dear Customer,

Per our discussion I am sending this form to you for additional verification regarding an account you feel has been compromised. Please fill out the information requested on the attached document to the best of your knowledge. Have a Notary Public sign and stamp the form, then mail the form to us via USPS, FedEx or other delivery service. We strongly recommend that you send this as certified mail so you will have a receipt of delivery. Once completed, please return the form to the address listed below.

Important: Please submit the original, notarized document only. Facsimiles / Copies and other electronic versions of the notarized document will not be accepted. 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.

Send To:
PlayOnline Information Center
999 N Sepulveda Blvd 3rd Floor
El Segundo, CA 90245

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.

Notarized...great, Ill never get my account back

and Notary's fuckin CHARGE 99% of the time. so we have to PAY to get our accounts back, notary + postage, and throw in a 3 business day mail delivery time from dallas to el segundo, then god knows until they open it and are like "uh how can we string this along any further, lets make em solve an impossible riddle"

edit: shit in bold = "the hoop"

[ronin sparthos]

Oh god.... another fucking hoop.