I've played FFXI for about 5 years and am currently involved in a conflict with S-E. It relates to the following point:
5. Charges while the online game account is suspended
This is relevant for those people whose account got hacked as well. My character got hacked, it did some things that S-E charges money for (a so-called world transfer, $25) and I got it returned after about a month. But to this date however, S-E has never refunded me the charges that weren't made by me, even though they said they would "after an internal investigation".
Well, this "internal investigation" has gone on for *three months* now. There's a helpdesk I can call but they all say I'll get my refund "after the investigation has completed".
I think this investigation thing is bullshit and that S-E basically has no mechanism in place to refund customers because that would cost *them* money after all. After having been a customer for 5 years (they made about $600 off me in playing fees alone), this feels like a kick in the nuts. F*ck S-E, I'll never do business with them again.