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ddan00790
Posts: 23
Registered: ‎10-05-2013
Accepted Solution

Fifa 14 Ultimate Team Hacked + Complaint about customer service

My ultimate team got hacked on the 7th dec and I reported it on the 8th dec. Since then I have been in contact with several advisors and have been told it would take 12-15days, but when I speak to other advisors they say they can't give me a time frame. I am writing this to make a complaint about the service I have received as it is shocking. I have spent hundreds of pounds on my team and for it to get hacked so easily is beyond me, with all the money EA have I would have thought this would never happen. I would like some sort of compensation as I have already said this is shocking. I feel like I have been mistreated and been past to piller to post as no one can me a reasonable answer or make a decision.

 

I hope someone can take ownership of this as I have been waiting so long for to be resolved.

 

Posts: 7,956
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Registered: ‎06-04-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

The reason they said that is because EA will not tell anyone about the progress of the investigation and the status of investigation sorry 

 

if this helps pleas give XP to my account thanks
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ddan00790
Posts: 23
Registered: ‎10-05-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

How do i make a compliant about poor customers service?

Posts: 7,956
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Registered: ‎06-04-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

You can not do this BUT you can give feedback on your live chat session to do that you must have a live chat after you end it you will be asked to give feedback you can chose yes or no thanks if you chose yes you can give your full feedback and what you want to see improved that is all you can do 

 

if this helps pleas give XP to my account thanks
mark this as solution if it solves your question so others will know the answer when they come here

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ddan00790
Posts: 23
Registered: ‎10-05-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

So this was waste of time aswell, i think your customer service team need some training

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ddan00790
Posts: 23
Registered: ‎10-05-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

This is the script from a chat i had on the 19dec

 

info: Your approximate wait time is 19 minute.
info: Your approximate wait time is 16 minute.
info: Your approximate wait time is 12 minute.
info: Your approximate wait time is 0 minute.
info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Shueb.
Shueb: Thanks for contacting EA Customer Experience, my name is Shueb. How may I assist you today?
Shueb: Hello
you: My ultimate team got hacked 10 days ago. I want it sorting now!!!!!!!!
Shueb: I am really sorry to heat that.
Shueb: May I place your chat on hold for a minute to go through your case history?
you: yes but i want it sorting tonight
Shueb: Thank you.
Shueb: Thank you for waiting, I appreciate your patience.
Shueb: I have checked your case details and found that your case is still being reviewed by the specialist team and they will contact you back via e-mail on your registered e-mail address very soon.
you: When is very soon as i have been waiting 10days now
Shueb: It takes 12 to 15 days to get resolved.
Shueb: I am also adding notes with your case to give priority and get back to your as quickly as possible.
you: Your the 7th person ive spoke to, i want compensation for this
Shueb: Okay, let me check please.
Shueb: I am adding 1 Premium Gold Pack as a compensation into your account.
you: i want more than that
you: i deserve more than that
Shueb: Okay, providing 2 packs.
Shueb: Is that okay ?
you: I appreciate your help as your the 1st person to get me help but im still not satisfied as its has been 10days already.
Shueb: I have added 2 Premium Gold Packs into your account, please check.
you: I would at least 10 gold premium gold packs plus the players i had stolen
Shueb: Do not worry, you will surely get your missing items soon.
you: plus 10 gold premium gold packs
Shueb: Yes, you might get some more compensation, once your issue gets resolved.
you: I would like them now
Shueb: It is not possible, to grant you 10 packs from my end.
you: Why, when you give me 2packs already
Shueb: This is the limit.
Shueb: We have to work under the terms and the policies of the company.
Shueb: I hope you can understand that.
you: Ok will this be sorted by the 24th
Shueb: Yes, hopefully it will.
you: I want to know if i will be definitely be sorted
Shueb: Yes, surely.
Shueb: It will be resolved within next 3 to 4 days.
you: ok thats all i want to know. Thank you for your help
info: Your chat transcript will be sent to [edit: email address removed] at the end of your chat session.
Shueb: It was my pleasure to help you today.
Shueb: Thank you for contacting EA. I appreciate your time. Have a great day.
Shueb: Bye and take care.
Shueb: You may press end chat button to end this chat session successfully.
info: Your chat transcript will be sent to [edit: email address removed] at the end of your chat session.

Posts: 7,956
Topics: 151
XP: 3,751
Ideas: 5
Solutions: 2,188
Registered: ‎06-04-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

[ Edited ]

As i have seen in this chat you have been told it is being investigated by the specialists and that you will be contacted also note the reason they have not contacted you yet is because they want to make sore 100% before they contact you that everything is fine and that the problem has been solved and for that they need sometime they will not contact you whit falls information only the truth and when they are 100% read and sore that they have what you need so pleas give them time to solve your problem as it will be solved and also i see you got the compensation 2 packs as it is the limit as they said to you so i see nothing wrong here just give them time don't be impassioned and all well be well 

 

EDIT also do not post your chat sessions or any personal or confidential information about yourself and your account as this is a security threat and can be used against you so don't do it again 

 

if this helps pleas give XP to my account thanks
mark this as solution if it solves your question so others will know the answer when they come here

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ddan00790
Posts: 23
Registered: ‎10-05-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

If you read this correctly, it says it will be sorted within 3-4 days, it has been 3days and i have not been contacted by any one.

Posts: 7,956
Topics: 151
XP: 3,751
Ideas: 5
Solutions: 2,188
Registered: ‎06-04-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

Yes i read it till the end and understand they will not contact you until they are 100% sore everything is fine and they have what you need and for this things it may take time full investigations are done case by case and it takes sometime as this is a series matter pleas understand that 

 

if this helps pleas give XP to my account thanks
mark this as solution if it solves your question so others will know the answer when they come here

______________________________________________________________________


If someones post has helped, please click the white XP button and award the user with XP.


If someones post has solved your question, click the green "Accept as Solution" button and mark it as solution so it can help others with the same problem.


Thanks for being part of Answer HQ community, we all hope you have a great time here!


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ddan00790
Posts: 23
Registered: ‎10-05-2013

Re: Fifa 14 Ultimate Team Hacked + Complaint about customer service

I understand that but my arugement is if your advisors dont give time frames why did this advisor give me 1?