Quote:
Agent Daniel W: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hi!
Agent Daniel W: While I look over your ticket information, may I have your first name please?
You: First name is ***.
Agent Daniel W: Hello ***. I see that you think the account has been compromised. Why do you feel this way?
You: I've been trying to access my account on my end, but I haven't been able to. I had all of my information written down when I stopped playing during the end of 1.0, so I believe that it should still be correct. But for whatever reason, I'm still unable to log in. I'm unable to receive any emails for a password reset, and my security question seems to differ from what I originally put.
You: I believe my account may either be compromised, or my information might have been deleted or changed.
Agent Daniel W: I need your name, email, birthday, and home address please.
You: Name: ***, Email: ***, Birthday: ***, Address: ***
Agent Daniel W: Have you lived in any other states?
You: No, only ***.
Agent Daniel W: Ok. do you have any other email addresses?
You: Nope, other than my work email address, *** is my primary one.
Agent Daniel W: Ok. I will have to launch a compromised account investigation. I will be asking you some questions.
You: Sure thing. I can also provide a picture of my photo ID if that will help.
Agent Daniel W: Nope for this we will be requiring a notary form.
Agent Daniel W: Who is your internet service provider?
You: ***
Agent Daniel W: The date and time that ou last logged out?
You: One second, let me look up the email for the last month I paid for. Was towards the end of 1.0.
You: Sorry, one second.
You: Inquiry Number: ***
Dear ***,
Thank you for using the Square Enix Account Management System.
Square Enix Crysta have been added to your account. Please verify the following details.
Date: 09/17/2012
-------------------------------------------------------
Crysta Added: 999 Crysta
Fee: USD 9.99
-------------------------------------------------------
Total: USD 9.99
You: I believe that was the last one.
Agent Daniel W: I simply need the date and time that you last logged out.
You: I can only give you an approximation. I stopped playing when 1.0 ended. So around 09/17/2012
Agent Daniel W: Time?
Agent Daniel W: What time?
You: Up until the 1.0 servers disconnected. They had some sort of final event, and then they shut the servers down. So during the final event, around midnight or so.
Agent Daniel W: Ok. So what is preventing you from answering my question? I need a time to move forward?
You: The fact that it was two years ago. How am I supposed to remember the exact time and date?
Agent Daniel W: Ok, I can leave it blank but it if the form is incomplete it may not be resolved.
You: Thank you for your help, but would it be possible to have the ticket number for this conversation? I think I'm going to talk to someone else about this.
Agent Daniel W: ***
You: Thanks! Appreciate your assistance.
You: Hi!
Agent Daniel W: While I look over your ticket information, may I have your first name please?
You: First name is ***.
Agent Daniel W: Hello ***. I see that you think the account has been compromised. Why do you feel this way?
You: I've been trying to access my account on my end, but I haven't been able to. I had all of my information written down when I stopped playing during the end of 1.0, so I believe that it should still be correct. But for whatever reason, I'm still unable to log in. I'm unable to receive any emails for a password reset, and my security question seems to differ from what I originally put.
You: I believe my account may either be compromised, or my information might have been deleted or changed.
Agent Daniel W: I need your name, email, birthday, and home address please.
You: Name: ***, Email: ***, Birthday: ***, Address: ***
Agent Daniel W: Have you lived in any other states?
You: No, only ***.
Agent Daniel W: Ok. do you have any other email addresses?
You: Nope, other than my work email address, *** is my primary one.
Agent Daniel W: Ok. I will have to launch a compromised account investigation. I will be asking you some questions.
You: Sure thing. I can also provide a picture of my photo ID if that will help.
Agent Daniel W: Nope for this we will be requiring a notary form.
Agent Daniel W: Who is your internet service provider?
You: ***
Agent Daniel W: The date and time that ou last logged out?
You: One second, let me look up the email for the last month I paid for. Was towards the end of 1.0.
You: Sorry, one second.
You: Inquiry Number: ***
Dear ***,
Thank you for using the Square Enix Account Management System.
Square Enix Crysta have been added to your account. Please verify the following details.
Date: 09/17/2012
-------------------------------------------------------
Crysta Added: 999 Crysta
Fee: USD 9.99
-------------------------------------------------------
Total: USD 9.99
You: I believe that was the last one.
Agent Daniel W: I simply need the date and time that you last logged out.
You: I can only give you an approximation. I stopped playing when 1.0 ended. So around 09/17/2012
Agent Daniel W: Time?
Agent Daniel W: What time?
You: Up until the 1.0 servers disconnected. They had some sort of final event, and then they shut the servers down. So during the final event, around midnight or so.
Agent Daniel W: Ok. So what is preventing you from answering my question? I need a time to move forward?
You: The fact that it was two years ago. How am I supposed to remember the exact time and date?
Agent Daniel W: Ok, I can leave it blank but it if the form is incomplete it may not be resolved.
You: Thank you for your help, but would it be possible to have the ticket number for this conversation? I think I'm going to talk to someone else about this.
Agent Daniel W: ***
You: Thanks! Appreciate your assistance.
I have no idea what was with his attitude, but at this point I'm beyond frustrated. Would I be better off talking to someone else? Or are all support agents this aggressive and unhelpful?