The POL Support Center.

[biscuitsngravy]

Hello. This is in the advanced section of BG so im expecting some lawlewlers after a few posts if not that first. However that is not the point of the thread. My account was compromised while i was away playing WoW sometime between sept06-whenever it was banned. I filled out a notary form and did all the processing bullshit stuff and SE verified me as the original owner of the account. However for some reason they were unable to verify that the account was compromised. This is what the post is about. The first section is probably 3-5 sessions after my first of talking to POL. Everytime i talked to POL it seemed like each employee had a different opinion on what i 'could' do. However they all stated pretty much the same bullshit. I never asked for any items restored that may have been lost when the account was compromised I only asked that the account be restored to me. The first session you read occurred around 5:00pst today. The 2nd session was directly after and went from 5:40-6:30 PST Because i got the same SEI employee i knew he would be of no assistance so i just talked about random stupid stuff most of the time. My intentions were to be serious only when talking to a higher up since none of the underlings proved themselves of any use. I would appreciate 'any' input from the playerbase on this case. Rude, flame, useful any criticism at all is welcome. However I would greatly appreciate any useful criticism.



SEI POL Kenny: Hello, me, thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.
SEI POL Kenny: What concerns do you have about compromised accounts?
me: One moment please.
me: Would it be possible to talk to a supervisor?
SEI POL Kenny: What exaclty is your issue?
me: I have concerns about my compromised account in question.
SEI POL Kenny: I will try and address your concerns, however if I am unable to provide an answer I will go see if one is available.
SEI POL Kenny: What kind of concernds do you have?
me: First of all I would like the information to contact the Special Task Force Unit.
SEI POL Kenny: They are just called the Special Task Force.
SEI POL Kenny: There is no Unit attached to their title, however they can be contacted via email.
me: Forgive me then
SEI POL Kenny: You can do so by going to Service & Support from our homepage, and select email support.
me: I'm aware that a SGM referred someone to call the POL Support Center and ask them to connect them to the STF
SEI POL Kenny: On that new page, all the way at the bottom you can report issues to the Special Task Force.
me: The person was indeed connected with the STF.
SEI POL Kenny: It is not possible for us to connect a customer to an individual outside this department, I am sorry however we would not be able to do that.
me: I'll explain my problem to you and perhaps afterwards you may understand why I asked such a thing.
me: My account was compromised. I went through the steps of restoring the account. Calling SE, receiving the notary form via email, filling it notarizing it and mailing it back in. I received an email a week or so later from the STF. It stated that my account had been banned by whoever compromised it and that they have officially verified me as the original owner of the account. However they were unable to prove the account was compromised due to
me: the date I had provided on the notary form.
me: I had high ups of my account being restored because of the time and effort spent in gathering all the gear i had obtained and seeing it disappear because of someone compromising it while i was away.
me: However I have not received much help from the SUpport Center because all they keep telling me is they can't help me It is very upsetting seeing everyone else have their account restored.
SEI POL Kenny: If you received an email from the Special Task Force then it would seem that the official answer is that the account is permanently closed.
SEI POL Kenny: The account would have undergone an investigation and deemed that we are unable to release the account.
me: That's the thing.
SEI POL Kenny: I am sorry to say, there would be no way for me to escalate this issue as it has already been escalated and a final decision was made.
me: The date i provided on the notary form was the date I quit.
me: I gave them a time period they couldn't investigate because I was unaware they would investigate based solely on the information I provided.
me: However it seems i was naive in thinking so and has resulted in no investigation at all.
SEI POL Kenny: The investigation team would use the information not only given by the customer but information available to them with account logs.
me: The email stated I provided them with a date that they were unable to investigate because they have no logs of that time period.
me: My reason for needing to contact the STF would be to sort this information out.
SEI POL Kenny: I am sorry that the outcome of the investigation did not meet your expectation, however ultimately the account cannot be released.
me: Because I have talked on message boards about players who have had their accounts restored some had the same issue with me and stated they talked to the STF personally and sorted any misunderstandings out.
SEI POL Kenny: Once again it is not possible for us to transfer a contact to a different department.
me: If you cannot connect me directly to anyone from the STF could you perhaps provide me the information necessary?
me: If I'm coming off as rude I honestly do not mean to.
SEI POL Kenny: As stated you can contact the Special Task Force by going to Service & Support from the PlayOnline homepage and then select Email support. In the new page you would want to scroll down to the bottom and select to contact the Special Task Force.
me: It also states they are unable to reply to those emails.
SEI POL Kenny: The Special Task Force does not followup with the users who submit information in.
SEI POL Kenny: They investigation the issues that are brought up by the users.
me: Are you telling me there is no phone located in the STF department?
SEI POL Kenny: There is no phone number I would be able to provide to you for that department.
me: Would it be possible for you yourself to contact someone from the department?
SEI POL Kenny: I would not be able to contact another department direclty regarding an account related issue.
SEI POL Kenny: They must go through proper channels
me: Proper channels? Would you mind explaining please?
SEI POL Kenny: Yes, if you want to contact the Special Task Force regardign this issue, you would have to use the Email support option to convey your information.
SEI POL Kenny: Please contact them using the email support function.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: Could you explain to me why a SGM would refer someone to contact the POL Support Center and tell them to connect them with the STF?
SEI POL Kenny: I would not be able to explain why, however that would just not be possible.
me: If you are unable to provide me with anymore information I would like to talk to a supervisor.
SEI POL Kenny: As I have stated before we are unable to transfer a customer to that department.
me: I really do thank you for your efforts though. As I am not trying to be rude in anyway.
SEI POL Kenny: me, please hold while I look into your issue.
me: No problem.
SEI POL Kenny: Ok, I am back. Thank you for holding.
SEI POL Kenny: I have spoken to my supervisor regarding this issue.
SEI POL Kenny: We do aplogize for the miscommunication about this issue however it is not possible for us to transfer this contact to the Special Task Force. As they do not speak with the general public.
SEI POL Kenny: They do take in issues sent in by the general public, however they do not follow up on those issues with the individuals who submitted them.
me: I don't understand what you mean by that.
me: Are you saying if i send in information regarding my account then they won't read it basically?
SEI POL Kenny: Of course not. The issue will be investigated.
SEI POL Kenny: However you will not be contacted about what the resolution was, however.
me: So if i were to submit inaccurate information and would need to let them know about it how would I go about doing so.
SEI POL Kenny: Given what you have already told me, the issue has been investigated by the STF and was deemed that the account cannot be released.
me: I'm sorry but your answer differs from another employees answer.
SEI POL Kenny: You can resubmit the inforamtion to the Special Task Force regarding the mistake.
me: How do you explain this?
SEI POL Kenny: As stated, this is simply miscommunication and I do apologize for what you were told earlier.
me: SEI POL Melanie informed me that I could fill out another notary form and send it in and have the investigation 'reinvestigated'
me: Was this false?
SEI POL Kenny: However I have already spoken to my superirors regarding this issue. It would just not be possible for us to transfer this contact to another department.
me: Ok I understand that.
me: I'm on the issue regarding SEI POL Melanie's response to yours.
me: She basically said if you do this process they will reinvestigate. You're saying they won't do it period.
SEI POL Kenny: I am sorry, however from what you have told me, it would seems as though this account has already been through a proper investigation.
SEI POL Kenny: Having it re-investigated would yield the same result. The account can no longer be used.
me: The email clearly states there was no investigation made.
me: Would you like me to copy and paste for better understanding?
SEI POL Kenny: That would not be necessary.
me: SEI POL Melanie also informed me that she is not of the STF department and that she would not know how they operate.
me: However you are telling me that the investigation is done and will not be reviewed again.
me: May i ask where you get this information from?
SEI POL Kenny: The account would have had to gone under some sort of investigation to have told you we were not be able to release the account.
me: Yes they said due to the information you provided we were unable to properly investigate the issue because the date was too long ago.
SEI POL Kenny: I am sorry, however this account can no longer be used if you were presented with an email stating that it cannot be reactivated.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: If i send in another notary form providing a more accurate date would the STF look into it?
SEI POL Kenny: The issue reviewed, the account cannot be released even if you sent another notary form.
SEI POL Kenny: I am truly sorry for what has occurred and the miscommunication with another agent.
SEI POL Kenny: The account will be kept closed.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: SO because i made a mistake in my notary form that could have meant the difference in returning my account and not having it returned I cannot correct this?
me: I'm sorry but i do not see the logic in this.
SEI POL Kenny: I have stated earlier, that we don't just take the information that the customer provides to us.
SEI POL Kenny: We crossreference the information with the information on our logs.
SEI POL Kenny: The account will be kept close, there is nothing more that can be done.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: Also I have stated many many times that the email clearly states that BECAUSE OF THE INFORMATION I SENT IN my account was unable to be returned.
SEI POL Kenny: me, I have already provided you with a resolution to this issue. As it seems you have no other new issues I can assist you with, I will be removing you from chat at this time.
SEI POL Kenny: Thank you for visiting PlayOnline Chat support, me! Take care and hope to see you online!
Thank you for visiting our PlayOnline Chat line. Take care and hope to see you online!












Wait one moment while you are being connected. To better assist you, please have the following information ready:
PlayOnline ID,
Full name on the account,
Date of birth,
PlayOnline registration code,
First 4 and last 4 digits of the CC.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
You have been connected to SEI POL Kenny.
SEI POL Kenny: Hello, me, thank you for contacting the PlayOnline Information Center. Just a few moments while I review your question, please.
SEI POL Kenny: Are you having trouble with the Member Password or the PlayOnline Password?
me: Hello again.
me: Yes.
me: I have been verified as the original owner of my accuont.
SEI POL Kenny: Which password are you having trouble with?
me: I would like the password.
mer: The password to my account
me: I had it frozen because it was compromised.
SEI POL Kenny: When you try to log in, which password are you unable to bypass?
SEI POL Kenny: I may be able to help you regain access to the account, I will need to have the following pieces of information verified from the PlayOnline account:
SEI POL Kenny: PlayOnline ID
Full Real Name
Birthdate
Complete Mailing Address
PlayOnline Registration Code
Current Credit Card information, first 4 and last 4 digits only.
me: The account was compromised so my original information will not match.
me: my account
me
Feb 14th 1985
PVEW FW4T A37Q JZG2 GBZN
xxxx xxxx
my address
SEI POL Kenny: me, please hold while I look into your issue.
SEI POL Kenny: When the user is confirmed as the registered user of the account, a confirmation number would have been sent via email. Do you have that number?
me: I'm sorry the account was banned when it was compromised and they were unable to lift the ban. However they have verified me as the original owner and I would like the PW to the account restored.
me: Dear Customer,

We appreciate your patience while we continued 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 and will remain that way because the last login date provided surpasses the timeframe we are able to review any sort of login hist
me: ory. We apologize for the continued length of time of our investigation and would like to assure you that we did everything possible to resolve this situation for you as quick as possible. Thank you for your understanding in this matter.

Thank you
me: As you can see it clearly states they have verified me as the original owner.
SEI POL Kenny: If that is the case, the account will be kept banned.
me: However I would like the PW to the account.
SEI POL Kenny: There would be no way for us to release a password for a closed out account.
me: Whenever i try to log in it says "Incorrect ID or PW"
me: I would like to see the ban message.
SEI POL Kenny: The email is sufficient enought to inform you that the account has been closed.
me: It has nothing to do with verifying that the account was closed by some idiot who likes to steal things.
me: I would just like my PW
SEI POL Kenny: It would seem that the account can no longer be used from the information that you have provided.
SEI POL Kenny: A new password would not be given due to this unfortunate circumstance.
me: I do not believe that if you give me my password it will harm anything considering some tard had my accuont banned.
me: A new password would not regain access to the account either.
me: So what is the problem?
SEI POL Kenny: If an account is banned, it is not proper procedure to release the password. Due to the fact that the account cannot be used.
SEI POL Kenny: Please understand that the account can no loger be used, the account can not be release including the PlayOnline password.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: Due to the fact that the account cannot be used what is the problem in giving me the password?
SEI POL Kenny: If the account cannot be used, there is no reason to release a password.
SEI POL Kenny: I am sorry however we will not be able to provide a password to an account that is closed.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: I'm sorry why is there no reason?
SEI POL Kenny: In essence it is like asking for a key to a locked door that leads to a wall.
SEI POL Kenny: There would be no reason to open the door since it leads to nowhere.
me: One moment please.
SEI POL Kenny: I am sorry, the PlayOnline password cannot be released.
SEI POL Kenny: Are there any other issues I can assist you with right now, me?
me: I said one moment please.
me: Is it possible for you to connect me to a supervisor?
me: I do not wish to trouble you from your seat to go ask them a question.
SEI POL Kenny: Sure, let me go see if one is available.
me: I would like to ask myself.
me: Have you ever played FFVII?
SEI POL Kenny: Ok, I am back. Thank you for holding.
SEI POL Kenny: A supervisor would not be able to release a password to a closed account.
SEI POL Kenny: What did you exactly want to ask?
me: I do not believe that is of your concern as i asked for a supervisor.
me: A question for you however is have you ever played FFVII?
SEI POL Kenny: I am sorry, however I would not be able to blindly transfer a contact to my superior.
SEI POL Kenny: I would need to clearly convey what exactly the issue is regarding.
me: Have you ever played FFVII?
SEI POL Kenny: I do not believe that is not relevant for this issue.
me: It totally is.
SEI POL Kenny: As I am not escalating an issue regarding a non-FFXI issue.
me: This question is directed towards you.
SEI POL Kenny: If you would like to speak to my superior, I would not know why this question is directed toward me.
me: In the town of Mideel where Cloud washes ashore after being swallowed up by the life stream you can find a key.
SEI POL Kenny: I am sorry, if you cannot explain to me what the issue is I would not be able to transfer this contact to my superior.
me: The key is used to try and open a door that isn't really a door. It's just a painting on a wall to resemble a door.
SEI POL Kenny: Once again, you are giving me irrelevant information.
me: When you try to open this door with the key the store owner asks what you're doing. The key breaks off into the fake keyhole and the store owner gives you a Cursed Ring for telling the truth.
SEI POL Kenny: If you wish to speak to a supervisor, what is it regarding?
SEI POL Kenny: If you cannot provide me an answer and do not any any other issues, I will be ending this chat session.
me: My account of course.
SEI POL Kenny: What exactly did you want to speak to my superior regarding the account?
me: Where is your supervisor now?
me: Do you just keep walking back and forth to him asking him questions for me?
me: I do not wish to trouble you from your seat.
me: Will you be leaving in seven minutes?
SEI POL Kenny: I have spoken to my superior regarding this issue, one moment please while I go transfer this contact.
SEI Tier III James has entered the session.
SEI POL Kenny has left the session.
SEI Tier III James: Hello, me, please give me a moment while I familiarize myself with this chat session and the matter at hand.
me: Thank you for your time.
SEI Tier III James: I understand that you are contacting us regarding a notary confirmation email that you were sent? Is that correct?
me: I apologize for the inconvenience of off topic subjects with your employee.
me: In a way yes.
me: I have been verified as the original owner of my account.
me: However the account was banned while it was compromised.
SEI Tier III James: Before we go further, in order for me to be able to discuss this matter at length with you, I will need you to provide the confirmation number that was sent to you in that email.
me: The STF has stated that due to the information i provided they were unable to properly investigate the account.
me: Resulting in not being able to verify my account was compromised.
me: I seek information to properly fix my mistake on my notary form.
SEI Tier III James: And what mistake do you feel was made?
me: I believe it may have been you yourself who once told me that filling out another notary form and sending it in would fix my problem.
me: The date i provided on my notary form was when i quit to play WoW.
me: During this time the account was compromised at some point I'm not aware of.
SEI Tier III James: Was that the last time that you access this account?
me: I can't be sure in all honesty. It was 2years ago.
SEI Tier III James: me, we've already reviewed the account and the information that was submitted, and have concluded that we cannot release this account to you.
SEI Tier III James: That much is evident by the email you are pasting to my agents.
me: However i have been given multiple responses on what to do from here.
SEI Tier III James: So at this time, we will not be releasing the account to you.
me: However i am unsure on which to rely on.
me: I understand that.
SEI Tier III James: Then why is there any further discussion of this matter?
SEI Tier III James: You have our answer.
SEI Tier III James: We cannot release this account to you.
me: I'm aware of that.
me: That is because of the information i sent in.
me: How would i go about altering this information?
me: I do not believe that one mistake by an unknowing customer should result in not being able to have the account restored.
me: That would be bad customer service =/
SEI Tier III James: There is no "altering of this information," me
SEI Tier III James: There is nothing that you can submit that will be changing our decision.
SEI Tier III James: This account will remain banned.
me: I do not recall it being your decision at all.
me: I was told the SUpport center has no call on accounts being unbanned.
SEI Tier III James: No, it is not my decision. However it is the decision of PlayOnline.
me: Yet you speak as if you're a member of the STF yourself.
SEI Tier III James: I am speaking as a representative of PlayOnline, me.
me: Do you know exactly how the STF works?
SEI Tier III James: And PlayOnline has made its decision on this matter. This account will remain banned, and there is nothing that you can submit that will be changing this decision.
meme: Do you believe it is fair that this is the final decision?
me: That so many players have had their accounts compromised and banned and yet restored.
SEI Tier III James: Whether or not I feel that this is fair does not change the fact that it is the final decision.
me: When I do not have the same privilege?
SEI Tier III James: I am sorry if you refuse to accept that fact.
SEI Tier III James: However refusal to accept our decision does not change that it is our decision to make, and it has been made.
me: Could i speak with your manager?
SEI Tier III James: One moment please.
me: Actually I have another request.
me: Could you review the Live chats I have had with you yourself in the past month?
SEI Tier III James: I will be transferring this chat to my supervisor at this time. One moment.
me: I believe that SEI Tier III James himself told me that if I fill out another notary form and send it in they would investigate it.
me: All right.

Rest at the next post.

[biscuitsngravy]

SEI Supervisor Jereme has entered the session.
SEI Supervisor Jereme: Hello, me, please give me just a few moments while I review this contact, please.
me: Hello. If it would be at all possible to start over our conversation completely with just you and I.
me: As I am seeking to speak with the person most in charge.
SEI Supervisor Jereme: Please give me a few moments to review the this session.
SEI Tier III James has left the session.
SEI Supervisor Jereme: Looking over the information that you have provided and that as you have stated we were able to determine that you were the original registered user of the account.
SEI Supervisor Jereme: Based on the information that we have been provided we are unable to make any determination that a compromise occured on this account.
SEI Supervisor Jereme: There was nothing incorrect with the notary that was provided to us.
me: I gave the date that was sept 06 which is when i quit FFXI
me: I started playing WoW then.
SEI Supervisor Jereme: This means, as stated in the email that this account is banned and additional investigation did not show any compromise occured.
SEI Supervisor Jereme: Since we are unable to make that determination there is no way to reverse that decision.
SEI Supervisor Jereme: This account will remain banned, and it will not be released under any circumstances.
me: Yes the email stated that.
me: Which is incorrect and why i contacted the 'Support' Center for support.
me: However I have received everything but help.
SEI Supervisor Jereme: That is unfortunately the final decision me.
SEI Supervisor Jereme: There will be no reversal of the ban action.
me: May i have the details?
me: The details of the investigation.
me: Perhaps exactly what they investigated.
me: I was told by SEI POL Melanie that the IPs of the users logged.
SEI Supervisor Jereme: We will not be able to provide any details of the investigation, other than to state that there was no determination that a compromise occured.
me: Okay, SEI POL Melanie stated that the IPs of the users were logged.
SEI Supervisor Jereme: This account will remain banned me. This is the final determination of this account.
me: I have moved since i played FFXI.
me: I was in college and now i'm back at home
me: Wouldn't that change the IPs?
me: I'm trying to get what im getting at one second please.
SEI Supervisor Jereme: I am sorry me but we cannot discuss any specific item of the investigation
me: Then why was SEI POL Melanie doing so?
me: It seems as if each employee does and says whatever they believe.
SEI Supervisor Jereme: The statement from the email after receiving the notary, by Kenny, and by James, and now by me are that this account is banned and that it will not be released for any reason.
me: It also states in the policy that accounts will not be released for any reason
me: Then again there's the Unauthorized Policy which says differently.
me: I'm sorry but i refuse to believe that in 1week POL Was able to access my case and deem it unable to be verified compromised When it takes atleast 3-5 business days to get there.
me: Players who have had their accounts restored take up to a month or more.
SEI Supervisor Jereme: I am looking at the logs regarding your conversation with Melanie and she did clearly state that this account could also not be investigated further.
me: I've known several people get their accounts back and i've read many more on forum boards.
me: Could you look at the log of Tier III james?
me: Someone at sometime said that if i refill out a notary form that i could send it back in
SEI Supervisor Jereme: me, I would like for you to understand that in no way will PlayOnline release this account for any reason, and this decision has been provided by you by all of our representatives since the email was provided to you regarding this contact.
SEI Supervisor Jereme: No, sending a new notary form will not change this decision.
me: I put so much time and effort into my account only to have it stolen and then when some hope finally comes POL bses and refuses to help.
SEI Supervisor Jereme: We have done everything that we can to assist with your account, unfortunately we were unable to determine that any compromise occured on this account, and with the additional issue of the account being banned we are not able to release the account.
me: Why is it so hard to just look again?
SEI Supervisor Jereme: If the account was not banned, a different email would have been sent to you and the password would have been reset.
SEI Supervisor Jereme: That is unfortunate that in the case of this account it is banned.
me: I'm almost positive that the STF did not investigate every single thing that occur'd
me: The CC information was obviously changed
me: why is that not enough?
me: If the CC information on the account at the time of the ban does not match my own why is that not enough to restore the account?
SEI Supervisor Jereme: It is not a matter of the credit card change me, as we stated we have verified that you were the original registrant of the account.
me: My name is me. Any CC that isn't registered to me IS NOT ME (this is a funny statemnet after editing my name to me)
me: THat is unauthorized Access
SEI Supervisor Jereme: The issue is that we are unable to determine that there was any compromise of this account.
me: When the account was banned I was obviously not paying for it
SEI Supervisor Jereme: Are there any other issues I can assist you with right now, me?
me: Please wait.
me: I really want to know this.
me: The CC information on the account at the time of the ban was obviously not my own.
me: So why is that not enough information to determine it was compromised?
me: If i haven't played in so long that my IP doesn't show on the account why isn't the CC information then taken into play? That is by far the MOST OBVIOUS source of unauthorized access.
SEI Supervisor Jereme: me I would really like you to understand that this account is banned, and no additional contact from you will result in access to this account being granted.
me: Could you just explain that to me?
me: The CC information thing
SEI Supervisor Jereme: All contacts regarding this account will be instructed to let you know that the decision regarding the banned account is final.
me: Please explain the change in CC information.
SEI Supervisor Jereme: No me I will not explain that to you, as I have explained multiple times that we have verified that you were the original registrant of the account, but that we were unable to determine that any compromise occured on this account
me: omggggggggggggg
me: that is what i am getting at
me: Any CC information that isn't me is obviously not me that is unauthorized access by definition
SEI Supervisor Jereme: No, me what you are asking is for us to investigate something that has already had its final investigation and the rsults of that final investigation are the last answer we receive.
me: If the CC information was registered to me at 1 point in time and then changed and never changed back to me then that is unauthorized access
SEI Supervisor Jereme: this account is banned and this account will not be released to any party for any reason.
me: WHY IS THE CREDIT CARD INFORMATION NOT CONSIDERED UNAUTHORIZED
me: you're completely avoiding my obvious answer because it's the truth.
SEI Supervisor Jereme: Do you have any other issue me that is not related to the account that you have been informed as being in a banned state and the final status of that account.
me: You have not explained to me the CC information
me: Was the CC information changed at any point?
me: When was the account banned
SEI Supervisor Jereme: I have also explained that the question you are asking is immaterial regarding this case.
me: Why?
me: I want to know why the CC information is immaterial
SEI Supervisor Jereme: I will be disconnecting this chat me
me: Is it because POL is looking for the most bullshit answer to restore someone's account?
SEI Supervisor Jereme: Further contact will result in a repeated answer to you
SEI Supervisor Jereme: This account is banned and will not be released under any circumstances.
SEI Supervisor Jereme: me, I have already provided you with a resolution to this issue. As it seems you have no other new issues I can assist you with, I will be removing you from chat at this time.
Thank you for visiting our PlayOnline Chat line. Take care and hope to see you online!
Your session has ended. You may now close this window.

[Thistle]

Long post is long. c.c

Sum it up for us?

[Tsukasaz]

tl;dr

[Tekki]

Moved, looked like another standard bitching at POL topic to me.

Oh ya and tl;dr

[Shadowrunner]

Sum it up?

Someone simply won't leave Tech Support alone. I honestly know why they're so bitchy with people now. How amazingly uncalled for. The person you first spoke to, informed you of his evaluation, which i'm sure he actually would know, but maybe he didn't. You asked for a supervisor, and he went and spoke to one who told him the same thing. Sounds friggin good to me. But no, you then proceed to spatter off about why you can't get a supervisor (i dunno, maybe other people are doing the exact same thing and forcing supervisors to work with them rather than tackle more significant issues) and the session is closed.

Then you go at them again, making references to FFVII? (Note: THERE IS NO REFERENCE TO FFXI IN YOUR CASE). If that wasn't clear, your reference to FFVII was to the explanation he gave, absolutely NOTHING to do with FFXI. His explanation had to do with FFXI, your reference, nothing. You harass this person enough that he goes to talk to the supervisor who gave him, gasp, the same answer he gave you, you then GOT the supervisor, who told you the same thing, you then got HIS supervisor, who told you the same thing.

Information about investigations is 1) private to the company and 2) at the sole distinction of the STF. They told you you cannot speak to them directly. That's that. If you really want to contact them via phone, send them an email asking for their number, if you don't get a response, they simply dont' communicate with the public.

This whole conversation angers me. You provided wrong information, I don't even know where you get that they didn't perform an investigation, they told you that they could not survey the logs past a certain date to where you specified hte account might have been compromised.

You argue about their answers, no two people are alike. Maybe the first person said you could try again to hope that the STF might do a second investigation, instead of doing this.. you bitch to someone else about what someone said. Nice.

You are exactly what I hate about tech support, people that refuse to accept the fact that an answer has been given, and try every possible way to squeeze some kind of false hope out of the situation. Maybe the first person told you to send another request because you repeatedly told her hat the information was wrong and that the situation never took place.

TLDR;

Someone whined to SE about incorrect information sent and their account getting banned. Instead of addressing the problem, they addressed SE. This does not make Tech Support any more successful.

[biscuitsngravy]

my friend who lost his PW when switching computers to an account that wasn't his in the beginning (was his friends) was told by a SGM to contact the POL support center and have them connect you to the STF department. They asked for the SGMs name and what exactly the SGM said to say and what the problem was. Withint 15minutes he was talking to STF. Unfortunately he wasn't able to get his account back because he wasn't the original owner. The whole point of everything is that they continuously give you bullshit excuses. First it was redo the notary then it was you can't do that then it was 1st person made a mistake. Then it was you can't contact the STF then it was you have to go through the right channels then it was i can't talk to them about an individual customer. Anyone who has any common sense about SE knows they don't like helping anyone for anything. They said in the email that they investigated everything. That is a complete total bullshit lie. Reasons?

Thursday i sent the form. takes 5 businessdays to git the form to SE they then ask for another week to investigate the issue.

Next thursday i get a response saying they verified me as owner but they couldn't verify i was compromised because the date i provided doesn't have any logs at all. They go on to say they investigated all they can. This still doesn't answer the whole CC info change. Clearly someone edited the stuff on the account because none of my original information is even there anymore. Investigate that much? Point is i sent it thursday, give it 5buisnessdays. friday monday tues wednesday thursday. then a week to investigate. Shoulda been atleast 2weeks after i sent it before i got a reply. How long do you see these people waiting who have had their accounts restored? months. It's a clear cut case that they saw 06 date and said "well we don't have logs that far back case closed" I believe a person has the right to hassle any support center when they're not given full attention to their issue. especially when thousands of other people have had better treatment.

[Thistle]

It's a clear cut case that they saw 06 date and said "well we don't have logs that far back case closed" I believe a person has the right to hassle any support center when they're not given full attention to their issue. especially when thousands of other people have had better treatment.

What if they don't have logs? Don't give me "this is the computer age, they could have logs back to 1972!", at my job (a tech industry) we're only keeping records back two years. Anyone older than that who had an issue and hasn't contacted us since then basically won't exist anymore. Someone could "hassle" me until we both die of old age and that won't change that fact.

Also, this sentence annoys me: "I believe a person has the right to hassle...". And SE has the right to give service to whoever they want to... and not to deal with anyone they don't want to. You are not "owed" a single thing.

[biscuitsngravy]

What if they don't have logs? Don't give me "this is the computer age, they could have logs back to 1972!", at my job (a tech industry) we're only keeping records back two years. Anyone older than that who had an issue and hasn't contacted us since then basically won't exist anymore. Someone could "hassle" me until we both die of old age and that won't change that fact.

Also, this sentence annoys me: "I believe a person has the right to hassle...". And SE has the right to give service to whoever they want to... and not to deal with anyone they don't want to. You are not "owed" a single thing.

Given the amount of information each account holds that SE has access to, 1 factor missing out of say 10 shouldn't be a problem. I did apologize for the rudeness i had shown all employees. Frustrated customers tend to get pissed off and be rude. The thing that most pisses me off is the stupid "we don't have an IP log of you being on the account from 06." I stated that i quit in 06 i do not remember every single time i've logged on to my account after i 'quit' it coulda been once or twice. The fact that they only rely on 1 thing to determine whether an account is compromised or not is horrible service. They have so many other factors to consider and they're all right infront of them. They refuse to accept that information though. As you noticed whenever i started talking about how come the CC information isn't taking into consideration when there is no IP log of the user every employee then began the "we've answered your question bai bai" mode. It's like they're avoiding one of the simplest ways of returning my account. You always have a fallback plan. You cannot disagree with me the fact that the information on my account at the time of the ban was indeed not mine. That is a clear case of 'Unauthorized Access' it can't get simpler. After a nap (of which i will continue after this probably) I've calmed down quite abit. Having someone tell you that "we can help thousands of other people just not you" after your account has been stolen and you were shown a tiny glimpse of hope is not a very good feeling at all. I will still continue to try and pursue the STF in hopes of finding out the key information i should provide them with. My next goal is to get a notarized statement from my ISP stating my IP address at the time i was compromised (whenever it may be) while i was playing WoW. I'll write a big letter stating all information on the account attach the form from my ISP and the letter to SE's Notary Verification form and mail of it in along with copies of my Driver's License and Credit card information showing first 4 and last 4 to SE. I will state the fact that i do not wish for any item data restoration or even the free transfer back to my old server if im moved. I'll simply state having account returned to me would be all that is needed. I believe there's a nice enough person working somewhere that can help me in the least. Some feed back on what i'll be doing now would be much appreciated. Thoughts on whether or not you think that would be valid in YOUR OWN opinion and then perhaps your opinion on what SE may think about it.

[Shadowrunner]

my friend who lost his PW when switching computers to an account that wasn't his in the beginning (was his friends) was told by a SGM to contact the POL support center and have them connect you to the STF department. They asked for the SGMs name and what exactly the SGM said to say and what the problem was. Withint 15minutes he was talking to STF. Unfortunately he wasn't able to get his account back because he wasn't the original owner. The whole point of everything is that they continuously give you bullshit excuses. First it was redo the notary then it was you can't do that then it was 1st person made a mistake. Then it was you can't contact the STF then it was you have to go through the right channels then it was i can't talk to them about an individual customer. Anyone who has any common sense about SE knows they don't like helping anyone for anything. They said in the email that they investigated everything. That is a complete total bullshit lie. Reasons?

Thursday i sent the form. takes 5 businessdays to git the form to SE they then ask for another week to investigate the issue.

Next thursday i get a response saying they verified me as owner but they couldn't verify i was compromised because the date i provided doesn't have any logs at all. They go on to say they investigated all they can. This still doesn't answer the whole CC info change. Clearly someone edited the stuff on the account because none of my original information is even there anymore. Investigate that much? Point is i sent it thursday, give it 5buisnessdays. friday monday tues wednesday thursday. then a week to investigate. Shoulda been atleast 2weeks after i sent it before i got a reply. How long do you see these people waiting who have had their accounts restored? months. It's a clear cut case that they saw 06 date and said "well we don't have logs that far back case closed" I believe a person has the right to hassle any support center when they're not given full attention to their issue. especially when thousands of other people have had better treatment.

You must have missed the memo about those who reported their information in later actually got their accounts back faster, check out the threads where the older affected are upset because some people are getting turn-arounds in... weeks.

You're making huge assumptions. We're you with your friend when he made the call? Do you have SS's of the chat log? Are you sure that he wasn't told to contact the STF via email and he received his message from that? Are you positive that they saw the 06 date and didn't look into anything in the 08 season? If you were hit back in 06, are you positive your account was compromised via the same method that hit all of those in 07? Did you even find the virus on your computer?

I believe that the customer has every right, when they provide valid information that can be verified and used in a respectable amount of time. You gave them a date in 06. You wanted them to check, ALL logs after then. No, it's not just your logs, it's every log that 'could' involve you (investigation, ya know).

Once again, you say that they can't verify because the date you specified doesn't have any logs. THEY say that they could not verify -back to the date provided- because logs are not held from that long ago. Nowhere in their letter does it not say the conducted an investigation, and that that investigation tried to hit the hot-spots when accounts where taken.

Also, most of the accounts targeted were hit-and-run, not all of them were banned. It's sounding more and more you were less likely to have been hit by the virus, and more and more likely someone didn't like you and logged in to get you banned.

[Shadowrunner]

Given the amount of information each account holds that SE has access to, 1 factor missing out of say 10 shouldn't be a problem. I did apologize for the rudeness i had shown all employees. Frustrated customers tend to get pissed off and be rude. The thing that most pisses me off is the stupid "we don't have an IP log of you being on the account from 06." I stated that i quit in 06 i do not remember every single time i've logged on to my account after i 'quit' it coulda been once or twice. The fact that they only rely on 1 thing to determine whether an account is compromised or not is horrible service. They have so many other factors to consider and they're all right infront of them. They refuse to accept that information though. As you noticed whenever i started talking about how come the CC information isn't taking into consideration when there is no IP log of the user every employee then began the "we've answered your question bai bai" mode. It's like they're avoiding one of the simplest ways of returning my account.

As someone who works in customer service, it's REALLY easy to see why they started doing this. You literally harassed them for information, pushed the blame onto THESE individuals who did NOT do the investigation, do NOT know what happened to your account. All they know is, you received a letter from a completely different department (One of which, they are NOT allowed to transfer calls to. You are asking them to lose their jobs because you feel that these individuals simply don't know enough), and this letter states that at this time, your account is set to Banned. From their personal experience with seeing this, there is nothing further they can do to assist you. They inform you this from the first technician. You then proceed to get escalated to the third tier of importance in that department, and then you start spouting out possible other issues. They're more than done dealing with you. These people are just that, people. From the sounds of the chat log, you treated them like machines, and a machine answer seems to be what you got. Apologies or not, if you steal someone's sandwich and they go hungry, they're gonna be hungry for that while longer. It's not like you can offer them a sandwich in return, but that doesn't make it too easy to forgive.

You always have a fallback plan. You cannot disagree with me the fact that the information on my account at the time of the ban was indeed not mine. That is a clear case of 'Unauthorized Access' it can't get simpler.

I most certainly can. I know absolutely nothing. I don't know how many people you were associated with. How many people you have had over to your house, or on your computer since 06. I don't know how many times you've logged in since you "quit" (you just stated you might have logged in once or twice, now we do not know the last date you were on). I don't know if anyone knew your information that you might know. Do you know if you were hit by the server-jumping individuals? That's really key, did you get charged for a server transfer? That has happend in tons of cases...

After a nap (of which i will continue after this probably) I've calmed down quite abit. Having someone tell you that "we can help thousands of other people just not you" after your account has been stolen and you were shown a tiny glimpse of hope is not a very good feeling at all.

If you ever work in tech support, on their end, it's never "we can help thousands of other people", it's "Almost every call here, I have to try my hardest to get these people working, and probably about half the time it's something I simply don't have the power to do anything about". It sucks, I admit. But it's the reality of the situation, if you honestly don't think that the investigation went right, and you've tried one source which has told you pretty much all they know, you should obviously try something else....

I will still continue to try and pursue the STF in hopes of finding out the key information i should provide them with.

This is probably the best thing concluded to possible. When I read the situation, as soon as you mentioned that you had heard to send in another report, my first message was "So why not do it? What can it hurt?"

My next goal is to get a notarized statement from my ISP stating my IP address at the time i was compromised (whenever it may be) while i was playing WoW. I'll write a big letter stating all information on the account attach the form from my ISP and the letter to SE's Notary Verification form and mail of it in along with copies of my Driver's License and Credit card information showing first 4 and last 4 to SE. I will state the fact that i do not wish for any item data restoration or even the free transfer back to my old server if im moved. I'll simply state having account returned to me would be all that is needed. I believe there's a nice enough person working somewhere that can help me in the least. Some feed back on what i'll be doing now would be much appreciated. Thoughts on whether or not you think that would be valid in YOUR OWN opinion and then perhaps your opinion on what SE may think about it.

The fact that you still do not know exactly when the last time was that you were compromised was the contributing factor and continues to be the contributing factor. I wouldn't even mention WoW, that is completely irrelevant to the situation. You could have taken time off the game to work on your personal financing rather than play games, they really don't care. Pronz, whatever. I wouldn't make the letter too big, or mention too much about the prior investigation since you want them to try from something new. You're going to have to come up with a different date to check for activity. I'd recommend an early date on when accounts started reporting compromise, as if you were hit as early as 06, odds are you'll lie in that group. You don't really need to state anything about the items, that process comes after you get logged in (from what I've been told).

Again, since the date is unknown, and the time between when you last logged in and when you actually got compromised is fairly large (or could be, idk), the situation isn't lookin too hot. You can mention that you are curious if theres any way you could be informed of some of the details of the investigation, but I doubt that will bring any results. No one from what I have heard has ever been told about how the account was investigated, nor has anyone ever directly talked to the STF (save your friend.. which is pretty amazing considering people have tried to get a different method to reach the STF for years) the situation looks grim. Perhaps see if your ISP can verifiy the IP information for when you last tried to access SE's server (I mean if you expect SE to have this information, SURELY your ISP will also have these kind of logs), and then have them trace for any other times you have tried to access that server since then, and your range of time should have changed. Maybe it will give you a convient date to submit to the STF that will give em something more exact to look for.

Or maybe the STF found that you did something bannable on that last day and they're lying to you, I doubt that though.

If SE cannot give you the information you need, I would really try to see if the ISP can give you different information. That'd probably be your best shot.

[Thistle]

Given the amount of information each account holds that SE has access to, 1 factor missing out of say 10 shouldn't be a problem. I did apologize for the rudeness i had shown all employees. Frustrated customers tend to get pissed off and be rude. The thing that most pisses me off is the stupid "we don't have an IP log of you being on the account from 06." I stated that i quit in 06 i do not remember every single time i've logged on to my account after i 'quit' it coulda been once or twice. The fact that they only rely on 1 thing to determine whether an account is compromised or not is horrible service. They have so many other factors to consider and they're all right infront of them. They refuse to accept that information though. As you noticed whenever i started talking about how come the CC information isn't taking into consideration when there is no IP log of the user every employee then began the "we've answered your question bai bai" mode. It's like they're avoiding one of the simplest ways of returning my account. You always have a fallback plan. You cannot disagree with me the fact that the information on my account at the time of the ban was indeed not mine. That is a clear case of 'Unauthorized Access' it can't get simpler. After a nap (of which i will continue after this probably) I've calmed down quite abit. Having someone tell you that "we can help thousands of other people just not you" after your account has been stolen and you were shown a tiny glimpse of hope is not a very good feeling at all. I will still continue to try and pursue the STF in hopes of finding out the key information i should provide them with. My next goal is to get a notarized statement from my ISP stating my IP address at the time i was compromised (whenever it may be) while i was playing WoW. I'll write a big letter stating all information on the account attach the form from my ISP and the letter to SE's Notary Verification form and mail of it in along with copies of my Driver's License and Credit card information showing first 4 and last 4 to SE. I will state the fact that i do not wish for any item data restoration or even the free transfer back to my old server if im moved. I'll simply state having account returned to me would be all that is needed. I believe there's a nice enough person working somewhere that can help me in the least. Some feed back on what i'll be doing now would be much appreciated. Thoughts on whether or not you think that would be valid in YOUR OWN opinion and then perhaps your opinion on what SE may think about it.

Not an attack, just an attempted-helpful hint: You should break your posts up into paragraphs. It would make your points easier to find and make people more likely to read your posts at all.

[Pergo]

although it seems to go around in circles, i think the POL people are trying to say that your account wasn't compromised and you got banned when you were the owner of the account. about 2-3 years ago was the height of hacks like fleetool, was it possible you used tools like that? i think the GM made it very clear that they looked into the case and saw that the reason you were banned was something you did, not anyone else.

anyways, I don't feel like anything good can come from this thread, if you have anymore questions about compromised accounts, just post in http://bluegartr.com/forum/showthread.php?t=52801