Missing items from CAS [ Edited ]

[166a2ql1jcnj]

@Fuzzernutter  Yes I did contact EA support and the game was rerolled. The tech even put my available simcash back to what it was before the crash. I thought it was great until I got in there and found that the items I bought were no longer there; that I would have to sink new money in to replace the lost item. I'm not stupid. I had spent a good amount on the specials and many single items to keep updating. But the worst part of the reroll happened when I got the youngest of my Sim home from work and the game hit me with that demand to retire (are you kidding? He was a brand new adult and I was just getting into his story), which I of course declined. I wanted him to go to a party. So when I clicked on that tab to find one, it immediately retired him. I was shocked! I could not save him.  I requested a call from an EA tech and explained about everything and he told me they could fix it and not to worry, but because EA did not have my payment history I had to go to Google Play to get it. He said they needed proof of purchases. Sure enough, Google Play even listed the names of the specials as well as my regular purchases of Sim cash which were in $10 to 20 increments. I did the screenshots as the tech instructed and that took hours because on Google Play you can only view them singlely. The EA tech had also promised me that they could and would revive my lost Sim as well. I believed this because their mother was revived in the reroll, which also told me that the reroll went back too far. Since the limit is only 4 Sims and the reroll had killed his brother's baby, there should have been no problem.

After a couple days, I started getting emails from various techs loaded with excuses to do nothing and finally a NO-REPLY email inquiring if my issues were resolved.. One can't respond to a NO-REPLY email. With that, I am pushed beyond anger. Since that time, I have retired my remaining Sims and shut down the game. One can take only so much bull *.

[Phantomlover1717]

@166a2ql1jcnj I feel like you've given up already. But I do suggest contact EA again. Maybe going through social media might work faster. 

You can do so through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.

Open the spoiler for pictures:

Spoiler

If this fails for some reason, or you can't access The Sims Mobile app. 

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

You can also choose to contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/

[166a2ql1jcnj]

You're right. I have given up and have moved on to find a game I can support without the hassle I've had to deal with on EA games. I did, however try most of what you suggest here, before I quit. The main problem was that I was lied to. The problem was to be fixed or money refunded. Neither was done and I have kept the email from their tech who ridiculed my request for help. When it comes to the business end of companies like EA, there is no joke. The only time I laugh about it now is when I view a new video warning the public about what they're in for as to be so foolish as to try and work with this company. EA has prompted a whole new level of Bad Business and the alternative to 'fun' in gaming. They are likely at a point where they cannot fix the stupid among them without dismantling the whole operation. Shame.

[EA_David]

@166a2ql1jcnj I'm sorry to read that you had a poor experience. Unfortunately rollbacks can lead to weird issues and put the games into a strange state. 

You mention a mail ridiculing you, can you send me a DM with the case number? We're going to look into things to try improve the experience going forward. 

[166a2ql1jcnj]

Thank you for showing an interest in my concerns. I do have copies of these correspondences stored. I just need a little time online to recover them and am glad to share them with you.

[Genevieve4]

Product: The Sims Mobile
Platform:Android Phone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) Meizu mx6
OS Version Flyme 7.0.0.0G based on Android 7.1.1
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) 1003424143706
How often does the bug occur? Often (50% - 99%)
Steps: How can we find the bug ourselves? Purchased items or items that you are getting from the special events, like Halloween Haunt, for example, after being placed are going to disappear for good.
What do you expect to see? Would be great to keep ALL items i've got by my hard work of playing in my game.
Connection Type Wifi
Please select your region Europe
Country Ukraine
Additional feedback Its not a question, as I already know the answer =D Please take care of missing items as soon as possible.

‌

25.10.2018 I've got a Halloween Haunt special event's object called Gravestone Trio for reaching the needful amount of "Candy Corn" currency. I've placed it in game from my inventory to the game. Although, during  the same day I purchased a Standard Stove from my cooking hobby and an Incense from my Yoga hobby. 

When I got back to the game in few hours all those items were gone. I checked everywhere and couldn't find them.

I've contacted EA help as soon I've noticed that and after few days of emailing with them they couldn't bring the items back to my game, sadly. All they did is payed me with 67 simcash in return, which is ok too, but would be good to get rid of such bug from the game for good, and not facing with missing items you've been working so hard for.

[verbalabuzive]

I noticed today my rugged round table from the Halloween event had gone missing. I checked my storage but it wasn’t there. I ended up storing literally every single room and item I own, hoping it would appear somewhere, but it didn’t.

And now I noticed the juice press I got from the Harvestfest event has also gone missing... and I spent real life money and a lot of sim cash to get that item, as it was the last item I needed. Would really like to see a fix to this bug, ASAP. Worried I’ll never see either item again, as this bug apparently has been around for months and still persists.

Adding screenshots with proof that I had the item, and that the game has since taken the item away. 

player ID: 1003526124909

[Phantomlover1717]

@verbalabuzive I doubt they can give you the item back.But I do suggest contact EA about this.

You can do so through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.

Open the spoiler for pictures:

Spoiler

If this fails for some reason, or you can't access The Sims Mobile app. 

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

You can also choose to contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/

[Phantomlover1717 · Accepted solution]

Please contact EA is you have this issue. 

Best thing would be to contact an EA game advisor about this issue.

You can do so through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.

Open the spoiler for pictures:

Spoiler

If this fails for some reason, or you can't access The Sims Mobile app. 

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

You can also choose to contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/