Account recovery case keeps getting set as 'resolved'

[dannyk117]

I've recently raised an account recovery case. I was in a live text chat and was advised on submitting a case via the appropriate form. I was told that the case would be handled by specialists and I would receive an email regarding the case soon. However, the case (as I can see it in 'My Cases') keeps having its status set to 'resolved' – the case is not actually resolved. I've 'resumed' the case and resubmitted the form (including entering all the details again) only to find the case set as 'resolved' a little while later.

I have no idea what to do about this. Any help would be greatly appreciated.

Thanks.

[EA_Darko · Accepted solution]

Hey @dannyk117 and @paint_dealer, we are no able to assist with any account-based issues on AHQ.

Do you have access to the email accounts which you used when submitting the request?

The best thing to do is to speak with one of our phone or chat support advisers who will be able to advise you further. 

You can contact our live support at help.ea.com.  

To request a callback or speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

Darko

[paint_dealer]

I'm having the same issue for the past couple weeks. I've filled that form out 5 separate times and used two emails on different occasions. I've chatted with reps online and spoken with one via phone and keep getting told I was sent an email. I've checked all my folders in my emails with no success. I think i'm going to cancelling my EA access sub until this gets resolved.

[EA_Darko · Accepted solution]

Hey @dannyk117 and @paint_dealer, we are no able to assist with any account-based issues on AHQ.

Do you have access to the email accounts which you used when submitting the request?

The best thing to do is to speak with one of our phone or chat support advisers who will be able to advise you further. 

You can contact our live support at help.ea.com.  

To request a callback or speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

Darko

[paint_dealer]

@EA_Darko I used two new emails when I tried recovering it. After I saw the update saying “waiting for customer” I reached out to someone on the phone and they told me that they could see an email was sent, however I did not get any email, I checked my junk and spam folders as well. 

i did have one representative that said I was expecting a message from EA on my XBL. But that was almost 4-5 days ago and still have not received any further communication, but they changed my ticket to “resolved”

[EA_Darko]

Hey @paint_dealer this is not something which we can help with on AHQ.

The best thing to do is to speak with one of our phone or chat support advisers who will be able to advise you further. 

You can contact our live support at help.ea.com.  

To request a callback or speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

Darko