People will probably dismiss me for using a throwaway account but I'm pretty much so paranoid at this point after having multiple friends banned (perma and temp) that I'd rather not draw any attention to myself.
This policy is absolute insanity, I've never been toxic to any random, in fact I don't actually ever speak in area chat or to random players outside of maybe a "hi" when I join EQs. However I do ERP and I have ranted in private group chats or whispers with language I'm sure GMs would consider toxic, I have spent easily around $2000 on my account over the past year and I'm now too terrified to even touch it and even if I hadn't invested anything and didn't fear losing my account the community has been harmed terribly by these bans and warnings that none of my friends even want to play let alone talk in game anymore, a handful have even just swapped back to playing on JP.
People have been openly exploiting, promoting RMT, even now people STILL red box. I've reported these people over and over again and the GMs have done absolutely nothing even the people I know who actually DID harass people openly in area chat with racist/sexist comments and insults (Including directly to a CM ingame) are still walking around without even ever having suffered a chat ban once. Yet the people I know who received punishment at least kept their trashtalking and ERP to private channels.
Permabans are just unimaginably harsh and doing them retroactive based on private conversations just results in people not going to want to spend money ever again on your game. I understand you want to make the community less toxic but temp bans along with proper reasoning would have had exactly the same result instead of resulting in this culture of fear that we have now, hell maybe if the GMs did their damn jobs and did ANY moderation in the past entire year this wouldn't have let the culture develop to the point where you feel they're necessary. Infact the chat filter itself (which is meant to be unremovable outside of file deletion or tweaker usage) has not been updated once, since the start of this game you've been able to say things as vile as the n-word just by adding an s on the end.
This entire issue is a complete joke and needs addressing fast before the already dwindling community falls even more, the CMs are directly contradicting support tickets with their statements in both the Fleet discord and the official discord which fills me with 0 faith or trust in either side of the support team.
I am beyond disappointed with this entire affair, I love PSO2 and was willing to stick with NGS even through this what might as well be an open beta amount of content for the social side of things but now you've gone and messed that up completely. I won't be spending a $ more on this game or even launching it for free rolls until this whole thing is addressed with a proper apology to the community.